Over the past months, including virtually every person who has called or emailed me about all the "free air" promotions that have been tossed about by the cruise lines...from Oceania to Seabourn to Silversea to, well you've got the picture, I have been saying "There is no such thing as free air."
In fact, I had some rather heated discussions with Seabourn marketing department - which were successful!!! - demanding that only lazy travel agents and uneducated clients would be duped into believing the air was "free", so don't insult us. Call it "Air Inclusive", but not free. See my article: Seabourn Offering Free Air. Is it Time? Does it Matter? Is it Free?
Similarly, I warned all that while you might think the credits for the "free air" told the whole story, you would be very wrong. That is because on top of the air price/credit are all those air-related taxes; hundreds of dollars of additional taxes.
It is this latter point that - as I knew would be the case - Oceania Cruises was just fined for omitting from its marketing materials. According to U.S. Department of Transportation, "The 'free' air fares, as advertised, do not provide adequate notice that certain taxes and fees, which properly may be stated separately from the advertised fare, must be paid by the traveler in order to obtain the 'free' air fare, nor of the amount of such taxes and fees".
Silversea Cruises had a similar practice addressed on the other side of the Atlantic and it was required to pull all of its freshly printed brochures to correct a very similar situation.
You will note that Regent Seven Seas also changed from its sickening mantra of "free", "free", "free" to "inclusive". And as so many of you have complained to me - regardless of the still lackluster quality of the line - its "inclusive" prices are simply outrageous. But, at least, it is correctly noting that nothing on a Regent cruise is "free", but rather is "included".
Now it seems that Iamboatman's comments over the past months, both publicly (here) and privately (with the cruise lines) were spot on. And, while it created substantially more work for me as a travel agent - I refused to pitch the improper "free air" line that so many lazy travel agents did (and, alas, were actually the ones pressuring Seabourn- as an example - to offer it to combat Regent's now known to be unlawful approach) - I continued to make sure my clients received the best value.
BTW, there are some excellent values in some of the "Air Inclusive" promotions - such as Seabourn's Asia itineraries on the Seabourn Pride - but unless you utilize a travel agent that actually is working for you and has the ability to do it properly, you may well be spending thousands of dollars more than you need to...all because of being pitched "free air" that just isn't "free".
As for Oceania: I still believe it is a wonderful product with great itineraries and a fantastic new ship, Marina, on the horizon. I endorse the product and am pleased that its marketing is now in line with the consumer receiving accurate information in addition to a solid product.
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Showing posts with label oceania. Show all posts
Showing posts with label oceania. Show all posts
Friday, April 16, 2010
Saturday, March 6, 2010
Oceania Cruises - Exceeding Expectations; Especially When It Counts!
I know Oceania Cruises has a basic mantra of making things right, but its communication regarding the effects of the devastating Chilean earthquake on its cruises has been exceptional.
I have clients who are about to embark on the Oceania Insignia on a lengthy South American cruise. Of course concern over what would be happening with the cruise has been significant. Obviously bombarding Oceania with calls when it could not possibly have definite information in an every changing situation would have been counterproductive. So I thought: patience.
As if reading my mind, Oceania sent out an email and a fax (just to be sure the information was received) with an update, an explanation and a note of appreciation of the client's concerns and the stresses involved. All in all three well-timed emails advising that things looked good and all plans were for the cruise to go off as scheduled.
Then yesterday I received the latest email. Not only did it have information as to both disembarking and embarking guests, it gave details of some of the logistical concerns. For example, it explained that if you arrived at the port after 3:30 p.m. you and your luggage would have to be tendered to the ship because ships with relief supplies were scheduled to arrive and the dock space was needed to offload the critically needed materials. This was followed by a facsimile and then, in the early evening, a telephone call...with a note that Oceania would have a phone line open for questions until 9:00 p.m.
There is literally no more that could be asked of a cruise line in this situation. Bravo!
BTW, I called my clients immediately...as they were arriving at the airport for their flight to Santiago (scheduled to arrive the day before the cruise, of course)...and advised them to arrive at the ship as early as they could to embark (probably around 11:30 a.m.) so that if there was a problem such as the early arrival of a relief ship, they had a better chance of embarking from the dock rather than a tender. I advised that it was better to wait in at the port or on the ship than having a clearly chaotic situation with tendering just so they could spend a couple of extra hours on land. (I bit of conservatism can avoid big hassles.)
I will keep you posted on how the embarkation went. And, if you want to follow the cruise on the Oceania Insignia you can do so on The Gold Standard Luxury Travel Forum.
I have clients who are about to embark on the Oceania Insignia on a lengthy South American cruise. Of course concern over what would be happening with the cruise has been significant. Obviously bombarding Oceania with calls when it could not possibly have definite information in an every changing situation would have been counterproductive. So I thought: patience.
As if reading my mind, Oceania sent out an email and a fax (just to be sure the information was received) with an update, an explanation and a note of appreciation of the client's concerns and the stresses involved. All in all three well-timed emails advising that things looked good and all plans were for the cruise to go off as scheduled.
Then yesterday I received the latest email. Not only did it have information as to both disembarking and embarking guests, it gave details of some of the logistical concerns. For example, it explained that if you arrived at the port after 3:30 p.m. you and your luggage would have to be tendered to the ship because ships with relief supplies were scheduled to arrive and the dock space was needed to offload the critically needed materials. This was followed by a facsimile and then, in the early evening, a telephone call...with a note that Oceania would have a phone line open for questions until 9:00 p.m.
There is literally no more that could be asked of a cruise line in this situation. Bravo!
BTW, I called my clients immediately...as they were arriving at the airport for their flight to Santiago (scheduled to arrive the day before the cruise, of course)...and advised them to arrive at the ship as early as they could to embark (probably around 11:30 a.m.) so that if there was a problem such as the early arrival of a relief ship, they had a better chance of embarking from the dock rather than a tender. I advised that it was better to wait in at the port or on the ship than having a clearly chaotic situation with tendering just so they could spend a couple of extra hours on land. (I bit of conservatism can avoid big hassles.)
I will keep you posted on how the embarkation went. And, if you want to follow the cruise on the Oceania Insignia you can do so on The Gold Standard Luxury Travel Forum.
Wednesday, March 3, 2010
Apollo Management's Changes at Regent Seven Seas - Drinking the Kool-Aid
It has taken some time, but a change in philosophy by some and perceptions by others it seems is finally taking hold.
When Regent Seven Seas was purchased by Apollo Management and then folded into Prestige Cruise Holdings (which also owns Oceania Cruise Lines) there as uproar by Regent loyalists. "Hedge fund guys are going to destroy our beloved cruise line!" "There are going to be massive cut-backs!" "The crew are going to suffer with being underpaid!" and the list goes on.
To the contrary, Apollo Management saw that the prior management had virtually run Regent into the ground with poorly maintained ships, abused crew policies, poor food and declining levels of service. I first wrote about this in my June 2008 article, The Oceania-fication of Regent Seven Seas.
But then I saw the beginnings of a turnaround because, as I predicted, a year earlier Regent's new sister was a better run company with a better delivery of product (both cuisine and service). So, in June 2009 I wrote Oceania Cruises - More Like Regent Seven Seas Every Day...Or Is It The Other Way Around?
While this was going on, Apollo Management poured US$90,000,000 into improving the three ships, Regent Voyager, Regent Mariner and Regent Navigator. The improvements were both long overdue and very well received. More importantly, they were actually focused on doing what needed to be done: Fix the ships; especially the Regent Navigator (which has such systemic problems the feat of correcting them was nothing short of incredible).
Shall we digress? Why would a hedge fund spend $90,000,000 on fixing ships that were allegedly so wonderful? It takes a long time to make back that kind of investment. The reason was because it was the prudent financial thing to do. And, thus, it is clear that the complaints (at least by me) were well-and-truly justified. More importantly, they are a thing of the past. (Note: I do not believe the software is all of a luxury standard such as you find on Seabourn, but it most certainly is of a good standard and nothing that would cause one not to book a Regent cruise...as it might have in the past.)
With the provisioning and philosophy as to cuisine changing, there were/are grumblings that the dining choices were not as many as previously available and that some portion sizes were reduced (though I believe the portion in the Prime 7 alternative dining restaurant are far too large), the fact is that if your kitchen staff cannot produce proper quality and/or the diversity drives up costs and waste, the first thing to do is simplify the menu and each the staff to cook better. This remains a work in progress, but the complaints do seem to be subsiding.
Service has remained a sore point as well because of inconsistency. The concept of finding and latching onto a particular waiter is mind-boggling to me. Some guests brag of this technique, but in fact they are damning the vast majority of the servers actually declaring them of inferior and/or insufficient quality. I know Apollo has, now that the ships are fixed, focused more closely on the service issues.
And, alas, this is where the management onboard the ships just might be starting to "Drink the Kool-Aid". I remember watching management play their afternoon shuffleboard while chaos rained supreme at the front desk and the dining room; leaving second or third tier staff to "handle it" while they, when available, gave guests nothing more than lip-service...blaming the home office for the problems.
Well, folks, the home office is different now (you don't hear much from Mark Conroy anymore do you)...and the focus can't be shifted. In fact, the home office philosophy is for onboard management to own the problems and correct them.
I have clients departing on a long voyage on Oceania in a few days out of Valparaiso, Chile. With all of the uncertainty as a result of the tragic and devastating earthquake, Oceania has been excellent in providing emails and faxes with great explanations of what is happening and what is anticipated. It has created such good will, not only with my clients, but with me. Oh, for Regent to do such things!
(I will not comment on the "free", "free", "free" marketing approach by Regent. As a travel agent I do not see the value in it when you look at the pricing versus other lines, but it most certainly has increased sales for Regent that was suffering badly with empty suites and disgruntled guests. In the end that is the idea, right? To sell suites so that Prestige Cruise Holdings shows profits and, eventually, can be sold as a well functioning entity at a premium. (That affords Apollo to stay out of the day-to-day management for if it was involved there would be a discount rather than a premium.)
Well...on March 1, 2010 a poster on Cruise Critic (hondorner) wrote, in part and gently edited:
"I can't help but wonder why you would automatically assume it was "evil" Apollo's decision, especially in light of the fact that other than a couple of members of Prestige Cruise Holding's board of directors, Apollo keeps a strictly "hands off" approach to the cruise line decisions.
Under the new corporate management, the ships are sailing full, which I understand is different than under the previous management; the cruise line is showing a profit and has record bookings, and more than $90 Million has been pumped into improvements, and the staff to whom I spoke in January were universally in favor of the changes. That doesn't sound very "evil".
I've been hinting at this, but I have to be frank -- while I enjoyed the all-inclusive nature of Regent, I find the service on Oceania to be just as good, the food better, and the overall ambiance to be superior to Regent. Why is this relevant? Because the management of Oceania that has brought it from nothing to one of the most successful cruise lines in less than eight years is now the corporate management of Regent."
Yes, it seems Drinking the Kool-Aid just might be something that is happening.
To be sure I need to see more consistency in cuisine and service and I do have some problems with the pricing being far to high for what I consider value, but HUGE improvements have been made at Regent and I believe it will continue to get better. And, it seems, now there are guests that believe it too!
When Regent Seven Seas was purchased by Apollo Management and then folded into Prestige Cruise Holdings (which also owns Oceania Cruise Lines) there as uproar by Regent loyalists. "Hedge fund guys are going to destroy our beloved cruise line!" "There are going to be massive cut-backs!" "The crew are going to suffer with being underpaid!" and the list goes on.
To the contrary, Apollo Management saw that the prior management had virtually run Regent into the ground with poorly maintained ships, abused crew policies, poor food and declining levels of service. I first wrote about this in my June 2008 article, The Oceania-fication of Regent Seven Seas.
But then I saw the beginnings of a turnaround because, as I predicted, a year earlier Regent's new sister was a better run company with a better delivery of product (both cuisine and service). So, in June 2009 I wrote Oceania Cruises - More Like Regent Seven Seas Every Day...Or Is It The Other Way Around?
While this was going on, Apollo Management poured US$90,000,000 into improving the three ships, Regent Voyager, Regent Mariner and Regent Navigator. The improvements were both long overdue and very well received. More importantly, they were actually focused on doing what needed to be done: Fix the ships; especially the Regent Navigator (which has such systemic problems the feat of correcting them was nothing short of incredible).
Shall we digress? Why would a hedge fund spend $90,000,000 on fixing ships that were allegedly so wonderful? It takes a long time to make back that kind of investment. The reason was because it was the prudent financial thing to do. And, thus, it is clear that the complaints (at least by me) were well-and-truly justified. More importantly, they are a thing of the past. (Note: I do not believe the software is all of a luxury standard such as you find on Seabourn, but it most certainly is of a good standard and nothing that would cause one not to book a Regent cruise...as it might have in the past.)
With the provisioning and philosophy as to cuisine changing, there were/are grumblings that the dining choices were not as many as previously available and that some portion sizes were reduced (though I believe the portion in the Prime 7 alternative dining restaurant are far too large), the fact is that if your kitchen staff cannot produce proper quality and/or the diversity drives up costs and waste, the first thing to do is simplify the menu and each the staff to cook better. This remains a work in progress, but the complaints do seem to be subsiding.
Service has remained a sore point as well because of inconsistency. The concept of finding and latching onto a particular waiter is mind-boggling to me. Some guests brag of this technique, but in fact they are damning the vast majority of the servers actually declaring them of inferior and/or insufficient quality. I know Apollo has, now that the ships are fixed, focused more closely on the service issues.
And, alas, this is where the management onboard the ships just might be starting to "Drink the Kool-Aid". I remember watching management play their afternoon shuffleboard while chaos rained supreme at the front desk and the dining room; leaving second or third tier staff to "handle it" while they, when available, gave guests nothing more than lip-service...blaming the home office for the problems.
Well, folks, the home office is different now (you don't hear much from Mark Conroy anymore do you)...and the focus can't be shifted. In fact, the home office philosophy is for onboard management to own the problems and correct them.
I have clients departing on a long voyage on Oceania in a few days out of Valparaiso, Chile. With all of the uncertainty as a result of the tragic and devastating earthquake, Oceania has been excellent in providing emails and faxes with great explanations of what is happening and what is anticipated. It has created such good will, not only with my clients, but with me. Oh, for Regent to do such things!
(I will not comment on the "free", "free", "free" marketing approach by Regent. As a travel agent I do not see the value in it when you look at the pricing versus other lines, but it most certainly has increased sales for Regent that was suffering badly with empty suites and disgruntled guests. In the end that is the idea, right? To sell suites so that Prestige Cruise Holdings shows profits and, eventually, can be sold as a well functioning entity at a premium. (That affords Apollo to stay out of the day-to-day management for if it was involved there would be a discount rather than a premium.)
Well...on March 1, 2010 a poster on Cruise Critic (hondorner) wrote, in part and gently edited:
"I can't help but wonder why you would automatically assume it was "evil" Apollo's decision, especially in light of the fact that other than a couple of members of Prestige Cruise Holding's board of directors, Apollo keeps a strictly "hands off" approach to the cruise line decisions.
Under the new corporate management, the ships are sailing full, which I understand is different than under the previous management; the cruise line is showing a profit and has record bookings, and more than $90 Million has been pumped into improvements, and the staff to whom I spoke in January were universally in favor of the changes. That doesn't sound very "evil".
I've been hinting at this, but I have to be frank -- while I enjoyed the all-inclusive nature of Regent, I find the service on Oceania to be just as good, the food better, and the overall ambiance to be superior to Regent. Why is this relevant? Because the management of Oceania that has brought it from nothing to one of the most successful cruise lines in less than eight years is now the corporate management of Regent."
Yes, it seems Drinking the Kool-Aid just might be something that is happening.
To be sure I need to see more consistency in cuisine and service and I do have some problems with the pricing being far to high for what I consider value, but HUGE improvements have been made at Regent and I believe it will continue to get better. And, it seems, now there are guests that believe it too!
Tuesday, January 12, 2010
Hello Oceania Marina...and, Quite Possibly: Bon Voyage, Regent Seven Seas.
I have wondered over the past year or so if the sister companies, Oceania Cruises and Regent Seven Seas Cruises will merge into one cruise line. I first wrote about this in June 2008 with my article "The Oceania-fication of Regent Seven Seas" and then, again in April 2009 in "Oceania Cruises - More Like Regent Seven Seas Every Day...Or Is It The Other Way Around?" While I was originally skeptical about the changes, or more accurately what has actually become the Oceania-fication of Regent, it is clear to me that it was both necessary and successful.
And now there is the Oceania Marina!
First some background: Regent Seven Seas was, in my opinion, a horribly run company. Millions of dollars were expended marketing the company to be "Six Star Luxury" (a term it fabricated) while its management allowed the ships to be poorly maintained, truly never updated anything, slashed its staffing and training and cut the per passenger food costs shockingly low. The reason to me it was obvious: Improve the bottom line by cutting costs and driving up prices so that it would look attractive to a buyer...and make sure the closets remained under lock and hidden...so the truth would not be known until after the sale was completed.
Old Regent succeeded and Apollo Management bought it...and then had to rebuild and restructure a failing cruise line. Its cruise line holding company, Prestige Cruise Holdings (PCH) did a number of radical things and it did them quickly. It quashed the tauted new ship. It poured tens of millions of dollars into the poorly maintained and rapidly becoming outdated ships. It stopped the wasteful marketing and ended the silly Six Star Luxury garbage. It eliminated the poor provisioning. It shook up the staffing. And it did more. (Alas, it is still a work in progress...but with so much to do, there is no way all of that could be completed by now.)
Keeping in mind that PCH is headed by Frank Del Rio, who is also the head of Oceania Cruises -which is a very fine product with very loyal clientèle and strong brand recognition/identity - many of the things that work for Oceania have been transitioned over to Regent, both operationally and marketing-wise. And while the public (that would be you and me) has struggled to keep Regent as one of the few "luxury" cruise lines, the fact is that PCH has been transitioning Regent away from the "luxury" sector focusing on "free" as in "free air", "free tours", "free drinks", etc. and also reducing the overall service levels to one which is overall acceptable, but not "luxury".
It is of note that, generally speaking, people are more satisfied with Oceania's service levels than they are Regent. The reason: The expectations of Oceania are not nearly as high as those which remain of Regent (due to the Six Star Luxury marketing and its prior focus). As old-timers dissipate and new passengers take over (who have no such expectations) the expected levels of service quietly are reduced and, not surprisingly, found to be acceptable.
Now for the BIG transition...and what I believe will be the eventual elimination of Regent Seven Seas as a cruise line: Oceania Marina.
Regent's "ace in the hole" as always been its suites. The are 300 square feet and up and very nicely laid out (with the possible exception of the bathrooms on the Regent Mariner...but those troublesome high tubs are being eliminated over time). On Oceania Marina the 444 Veranda Staterooms will be 282 square feet
and will come with a mini-refrigerator with unlimited soft drinks and bottled water, robes and slippers and full size bathtubs. Forty four (44%) percent of them will be Concierge Level which will add a laptop computer (internet will be extra), welcome bottle of champagne, upgraded toiletries, a private concierge lounge and various priorities (embarkation, luggage, reservations), etc.
I now pause and ask, "So what is it that is contained in the standard Regent Suites that the Oceania Marina doesn't have? I can't say, looking at the computer generated "photographs", that the furnishings are better or the style more upscale (possible less-so). The only thing I can perceive is that Marina will have many more cabins than the present Regent ships, but that relates to service levels; not accommodation standards.
So then I look at the Marina's suites and, of course, first ask, "If 282 square feet is not a suite, then why are the suites on Regent (Silversea and Seabourn...and Celebrity, etc.) called suites? But I digress, there will be 124 Penthouse Suites (420 square feet), 12 Oceania Suites (1,000+ square feet), 8 Vista Suites (1,200 - 1,500+ square feet), and 3 Owner's Suites (2,000+ square feet). These Suites include butler service, course-by-course dining from any of the six (6) restaurants, Bulgari toiletries, access to the Executive Lounge and more. Sounds pretty good!
Dining-wise, there will be six open seating restaurants (all without additional charge) ranging from the main Grand Dining Room to Jacques (Jacques Pepin's restaurant), Red Ginger (for Asian cuisine), Polo Grill (for steaks), Toscana (for Italian) and casual dining venues.
In addition to these venues, there will be two additional cost exclusive cost restaurants. Privee - limited to 10 guests per evening for a 7 course dinner; and, La Reserve - "an elegant wine tasting room" limited to 24 guests for food and wine paring dinners.
Add to this the various other expected (and some unexpected) venues and one must pause and ask, "So what is it that Regent ships have over the Oceania Marina?" The answer - at least at this point - comes down to "free air", "free tours" and "free alcoholic beverages". But, of course, we all know that nothing is "free" and those costs are buried into the cruise fare. These are not things which are not available on Oceania Marina (or its other ships); they are just charged ala carte.
One point of concern: I am not sure what the staffing levels or back-of-the-ship facilities are, but there are going to be some pretty high demands on the Marina staff to match the actual service level with that which is promised.
So with Oceania upping the ante on the size of the cabins, the amenities provided, the inclusiveness of the product, etc...and the levels of service being as good or better than Regent's, how or why would Prestige Cruise Holdings continue to market and operate Regent Seven Seas when the line between the products is so blurred and the benefits of competing with itself so limited? (Heck, I can't even see the benefit of keeping the tarnished Regent name at this point!)
I see myself saying "Bon Voyage, Regent". Maybe not today, but sometime soon.
What do you think? Join the discussion at The Gold Standard Luxury Travel Forum!
Interested in booking a cruise on the Oceania Marina? Cruises will open for booking in the next few days. Call me at (877) 2GO-LUXURY or email me at eric@goldringtravel.com.
And now there is the Oceania Marina!
First some background: Regent Seven Seas was, in my opinion, a horribly run company. Millions of dollars were expended marketing the company to be "Six Star Luxury" (a term it fabricated) while its management allowed the ships to be poorly maintained, truly never updated anything, slashed its staffing and training and cut the per passenger food costs shockingly low. The reason to me it was obvious: Improve the bottom line by cutting costs and driving up prices so that it would look attractive to a buyer...and make sure the closets remained under lock and hidden...so the truth would not be known until after the sale was completed.
Old Regent succeeded and Apollo Management bought it...and then had to rebuild and restructure a failing cruise line. Its cruise line holding company, Prestige Cruise Holdings (PCH) did a number of radical things and it did them quickly. It quashed the tauted new ship. It poured tens of millions of dollars into the poorly maintained and rapidly becoming outdated ships. It stopped the wasteful marketing and ended the silly Six Star Luxury garbage. It eliminated the poor provisioning. It shook up the staffing. And it did more. (Alas, it is still a work in progress...but with so much to do, there is no way all of that could be completed by now.)
Keeping in mind that PCH is headed by Frank Del Rio, who is also the head of Oceania Cruises -which is a very fine product with very loyal clientèle and strong brand recognition/identity - many of the things that work for Oceania have been transitioned over to Regent, both operationally and marketing-wise. And while the public (that would be you and me) has struggled to keep Regent as one of the few "luxury" cruise lines, the fact is that PCH has been transitioning Regent away from the "luxury" sector focusing on "free" as in "free air", "free tours", "free drinks", etc. and also reducing the overall service levels to one which is overall acceptable, but not "luxury".
It is of note that, generally speaking, people are more satisfied with Oceania's service levels than they are Regent. The reason: The expectations of Oceania are not nearly as high as those which remain of Regent (due to the Six Star Luxury marketing and its prior focus). As old-timers dissipate and new passengers take over (who have no such expectations) the expected levels of service quietly are reduced and, not surprisingly, found to be acceptable.
Now for the BIG transition...and what I believe will be the eventual elimination of Regent Seven Seas as a cruise line: Oceania Marina.
Regent's "ace in the hole" as always been its suites. The are 300 square feet and up and very nicely laid out (with the possible exception of the bathrooms on the Regent Mariner...but those troublesome high tubs are being eliminated over time). On Oceania Marina the 444 Veranda Staterooms will be 282 square feet
and will come with a mini-refrigerator with unlimited soft drinks and bottled water, robes and slippers and full size bathtubs. Forty four (44%) percent of them will be Concierge Level which will add a laptop computer (internet will be extra), welcome bottle of champagne, upgraded toiletries, a private concierge lounge and various priorities (embarkation, luggage, reservations), etc.
I now pause and ask, "So what is it that is contained in the standard Regent Suites that the Oceania Marina doesn't have? I can't say, looking at the computer generated "photographs", that the furnishings are better or the style more upscale (possible less-so). The only thing I can perceive is that Marina will have many more cabins than the present Regent ships, but that relates to service levels; not accommodation standards.
So then I look at the Marina's suites and, of course, first ask, "If 282 square feet is not a suite, then why are the suites on Regent (Silversea and Seabourn...and Celebrity, etc.) called suites? But I digress, there will be 124 Penthouse Suites (420 square feet), 12 Oceania Suites (1,000+ square feet), 8 Vista Suites (1,200 - 1,500+ square feet), and 3 Owner's Suites (2,000+ square feet). These Suites include butler service, course-by-course dining from any of the six (6) restaurants, Bulgari toiletries, access to the Executive Lounge and more. Sounds pretty good!
Dining-wise, there will be six open seating restaurants (all without additional charge) ranging from the main Grand Dining Room to Jacques (Jacques Pepin's restaurant), Red Ginger (for Asian cuisine), Polo Grill (for steaks), Toscana (for Italian) and casual dining venues.
In addition to these venues, there will be two additional cost exclusive cost restaurants. Privee - limited to 10 guests per evening for a 7 course dinner; and, La Reserve - "an elegant wine tasting room" limited to 24 guests for food and wine paring dinners.
Add to this the various other expected (and some unexpected) venues and one must pause and ask, "So what is it that Regent ships have over the Oceania Marina?" The answer - at least at this point - comes down to "free air", "free tours" and "free alcoholic beverages". But, of course, we all know that nothing is "free" and those costs are buried into the cruise fare. These are not things which are not available on Oceania Marina (or its other ships); they are just charged ala carte.
One point of concern: I am not sure what the staffing levels or back-of-the-ship facilities are, but there are going to be some pretty high demands on the Marina staff to match the actual service level with that which is promised.
So with Oceania upping the ante on the size of the cabins, the amenities provided, the inclusiveness of the product, etc...and the levels of service being as good or better than Regent's, how or why would Prestige Cruise Holdings continue to market and operate Regent Seven Seas when the line between the products is so blurred and the benefits of competing with itself so limited? (Heck, I can't even see the benefit of keeping the tarnished Regent name at this point!)
I see myself saying "Bon Voyage, Regent". Maybe not today, but sometime soon.
What do you think? Join the discussion at The Gold Standard Luxury Travel Forum!
Interested in booking a cruise on the Oceania Marina? Cruises will open for booking in the next few days. Call me at (877) 2GO-LUXURY or email me at eric@goldringtravel.com.
Tuesday, December 15, 2009
Regent Seven Seas Voyager and Silversea Silver Spirit - Why and How I Write This Blog
The past days have been very busy for me, personally, but also very interesting for me professionally.
It appears that some of my readers, I guess, read this blog because they perceive me as the Andy Rooney (curmudgeon) of the cruise blogosphere. While I may have earned that reputation through speaking my mind, I want you to understand that I actually do speak my mind and do not rant or criticize just to write or keep up readership. The Regent Voyager and Silversea Silver Spirit are two cases in point.
Regent Voyager - The Regent Voyager is on a Caribbean cruise and one of its engines has failed. This has not left the ship without power or services, but required one port to be skipped so that she could arrive early this morning in San Juan so that repairs could be made. It appears the guests have been kept fully informed, missing Antigua hasn't been a huge disappointment (and, regardless, Regent would have been within its rights to skip the port for a host of other reasons) and it appears that once the part(s) that are needed are installed the Regent Voyager will be on her way...on or close to schedule.
So when the problem occurred I started to receive emails asking me to write about how bad the ship is, what a terrible thing it is that Regent let down its guests again, claiming damage to the ship was clearly as a result of poor management, etc. Folks: SHIP HAPPENS! I won't write any of those things, because I don't believe it is fair, accurate or appropriate.
These emails told me a couple of things:
- First, Regent still has a lot of work to do. It has well and truly alienated a very vocal and significant portion of its client base. (Honestly, I think I probably fit into that category.) It must find a way - probably though hard work and simply consistently getting it right - to regain the shine of the previous management's self-declared "Six Star Luxury" moniker.
- Second, people have tagged me as being "Anti-Regent Seven Seas Cruise Line" when that simply is not the case. I do not get my jollies (sorry, Santa) bashing Regent. I have, quite vocally, expressed my frustration with so many of the prior management's decisions which - by design, IMHO - were to cheat the guests and make them feel special while picking their pockets. Its prior incarnation just kept that movie line in my head, "Son, fat, dumb and happy is no way to go through life."
But the new management of Regent Seven Seas Cruises has done much to improve the line, to change its focus to on value rather than the absurd Six Star Luxury fraud (albeit I really hate the find demeaning the "free", "free", "free" marketing approach). Yes, there is work to be done. Training still needs to be improved to the point that the curious "I need to dine where X is the waiter because his service is great" is gone (as service should be great everywhere!). Cuisine needs to be improved to the point where meals are consistently excellent everywhere, not "hit or miss" as reports in Prime 7 and Compass Rose have consistently shown. There are others, but you get the point.
So with literally every cruise line having an engine problem at some point, I cannot report the present Regent issue to be a disservice to its guests or its handling improper. If that changes I will let you know.
Silversea Silver Spirit - Why have I been so quiet about the new Silversea ship? Because I really don't know a darn thing worth reporting on. I have read the hype, the true marketing and the wishes, but I haven't seen any real information. As I remain very concerned about Silversea's financial situation and my inside information as to fit, finish and training of staff leave me nervous, I do not want to push a product I am not presently secure in supporting. But it is my hope and desire that Silversea weathers its financial storm, get is right with the Silver Spirit and that it succeeds, for in this business competition is a great thing.
Consider the changes in luxury ships over the past few years. Dining options have significantly expanded, spas have become destinations, fitness centers expanded beyond treadmills, entertainment options have improved, unique ports of call are the norm (oxymoron??), passenger space is even greater and suites are truly "sweet". Without the competition Seabourn would not have committed to building the Seabourn Odyssey, Seabourn Sojourn or Seabourn ???? (enter the contest!). Silversea would not have the Silver Spirit (or named it so similar to the Seabourn Spirit!). And Oceania and Azamara Club would not target those that might want a taste of the luxury, but don't want to pay the price...or need a suite....providing a higher level of service, cuisine, amenities and ports than the premium and mass market lines.
So you can depend on me to say what I think, whether you agree or disagree, and not to say anything when I really don't have anything to say. But, most importantly, if you are interested in booking a cruise remember that I, as your travel agent, will give you my honest, experienced and impartial opinion...not to push you to particular cruise line, but to assist you in your determination of what is the best cruise line, the best accommodation and the best itinerary for you -whether it be the top suite or inside cabin, a luxury or mass market ship, an itinerary in Asia or the Caribbean.
It appears that some of my readers, I guess, read this blog because they perceive me as the Andy Rooney (curmudgeon) of the cruise blogosphere. While I may have earned that reputation through speaking my mind, I want you to understand that I actually do speak my mind and do not rant or criticize just to write or keep up readership. The Regent Voyager and Silversea Silver Spirit are two cases in point.
Regent Voyager - The Regent Voyager is on a Caribbean cruise and one of its engines has failed. This has not left the ship without power or services, but required one port to be skipped so that she could arrive early this morning in San Juan so that repairs could be made. It appears the guests have been kept fully informed, missing Antigua hasn't been a huge disappointment (and, regardless, Regent would have been within its rights to skip the port for a host of other reasons) and it appears that once the part(s) that are needed are installed the Regent Voyager will be on her way...on or close to schedule.
So when the problem occurred I started to receive emails asking me to write about how bad the ship is, what a terrible thing it is that Regent let down its guests again, claiming damage to the ship was clearly as a result of poor management, etc. Folks: SHIP HAPPENS! I won't write any of those things, because I don't believe it is fair, accurate or appropriate.
These emails told me a couple of things:
- First, Regent still has a lot of work to do. It has well and truly alienated a very vocal and significant portion of its client base. (Honestly, I think I probably fit into that category.) It must find a way - probably though hard work and simply consistently getting it right - to regain the shine of the previous management's self-declared "Six Star Luxury" moniker.
- Second, people have tagged me as being "Anti-Regent Seven Seas Cruise Line" when that simply is not the case. I do not get my jollies (sorry, Santa) bashing Regent. I have, quite vocally, expressed my frustration with so many of the prior management's decisions which - by design, IMHO - were to cheat the guests and make them feel special while picking their pockets. Its prior incarnation just kept that movie line in my head, "Son, fat, dumb and happy is no way to go through life."
But the new management of Regent Seven Seas Cruises has done much to improve the line, to change its focus to on value rather than the absurd Six Star Luxury fraud (albeit I really hate the find demeaning the "free", "free", "free" marketing approach). Yes, there is work to be done. Training still needs to be improved to the point that the curious "I need to dine where X is the waiter because his service is great" is gone (as service should be great everywhere!). Cuisine needs to be improved to the point where meals are consistently excellent everywhere, not "hit or miss" as reports in Prime 7 and Compass Rose have consistently shown. There are others, but you get the point.
So with literally every cruise line having an engine problem at some point, I cannot report the present Regent issue to be a disservice to its guests or its handling improper. If that changes I will let you know.
Silversea Silver Spirit - Why have I been so quiet about the new Silversea ship? Because I really don't know a darn thing worth reporting on. I have read the hype, the true marketing and the wishes, but I haven't seen any real information. As I remain very concerned about Silversea's financial situation and my inside information as to fit, finish and training of staff leave me nervous, I do not want to push a product I am not presently secure in supporting. But it is my hope and desire that Silversea weathers its financial storm, get is right with the Silver Spirit and that it succeeds, for in this business competition is a great thing.
Consider the changes in luxury ships over the past few years. Dining options have significantly expanded, spas have become destinations, fitness centers expanded beyond treadmills, entertainment options have improved, unique ports of call are the norm (oxymoron??), passenger space is even greater and suites are truly "sweet". Without the competition Seabourn would not have committed to building the Seabourn Odyssey, Seabourn Sojourn or Seabourn ???? (enter the contest!). Silversea would not have the Silver Spirit (or named it so similar to the Seabourn Spirit!). And Oceania and Azamara Club would not target those that might want a taste of the luxury, but don't want to pay the price...or need a suite....providing a higher level of service, cuisine, amenities and ports than the premium and mass market lines.
So you can depend on me to say what I think, whether you agree or disagree, and not to say anything when I really don't have anything to say. But, most importantly, if you are interested in booking a cruise remember that I, as your travel agent, will give you my honest, experienced and impartial opinion...not to push you to particular cruise line, but to assist you in your determination of what is the best cruise line, the best accommodation and the best itinerary for you -whether it be the top suite or inside cabin, a luxury or mass market ship, an itinerary in Asia or the Caribbean.
Wednesday, December 9, 2009
Azamara Club Cruises- Changes Are Coming...And I Like It Alot!
I have always struggled with Azamara Cruises because it had a pretty solid product, but no direction and nothing that made it distinguishable. Honestly, I have said to its parent, Celebrity Cruises, that with Oceania Cruises having such a solid product with consistently excellent delivery of cuisine, service and itineraries, there was little motivation to select the lesser marketed and unknown Azamara.
That has all changed...and I preface it by stating that Larry Pimental and his staff have picked over Oceania, Regent, Seabourn, Silversea, Crystal and SeaDream and pulled elements from each, tweaking their selected concepts in ways that they believe will provide a far improved cruise experience which touches upon, but does not pretend to be, luxury.
First Azamara is now Azamara Club Cruises. This is obviously a play off of the "country club" marketing of Oceania and the recent emphasis on "country club casual" by many lines.
Second, they have taken the approach of making the product more inclusive....something I have said was essential to distinguish it from Oceania - who operates identical ships. So now
1. Gratuities are included.
2. Wines with meals complimentary.
3. Bottled water, specialty coffees and teas are included.
4. Shuttle buses will be provided (where available) between the port and town at no charge. 5. Self-service laundries are complimentary.
6. Specialty restaurant dining will be complimentary for suite passengers.
These are pretty much the things that Oceania makes money on and (as you know I have told you) can make an Oceania cruise more expensive than a Seabourn cruise if you are traveling in an sort of suite accommodation.
Third, while Azamara has always had solid cuisine, it is, ala SeaDream, incorporating more of the cuisine of where the ship is visiting in its dining menus. Complimenting that is its emphasis on local wines - some of which are not readily available elsewhere because the vinters either do not have sufficient qualities or simply do not market for foreign distribution. (The other night I enjoyed a bottle of Slovenian wine I purchased on my last cruise. It was bittersweet because I know I cannot purchase it here in the U.S. and I want more of it...and it has great memories associated with it.)
Fourth, there will be many more overnight stays. This, to me, is a tricky one. For me, other than say Barcelona, Venice or Istanbul, there are not many ports that I - as a seasoned traveler - want to overnight in when embarking or disembarking. I may be in the overall minority, but there is great value for many knowing that if their flight is late they can still make the ship...and the need to purchase a pre- or post-cruise hotel or a very early private car to the airport on disembarkation becomes a real cost savings. Also, there will be a beefing up of shore excursions as the additional time will permit more unique and in depth experiences. (These will be at extra cost, however.)
What is refreshing is the Fifth point: Prices are going to be higher. All of this luxury comes at a cost. While higher prices may make Azamara Club unaffordable to many, the average target passengers are aged 45 to 60 with a household income of approximately $300,000 per year. One thing to keep in mind is that the vast majority of the accommodations are cabins with very small bathrooms (and tiny showers). As with SeaDream (Pimental's former baby), I am sure the focus is on making the rest of the onboard experience at a sufficiently high level as to reduce the impact of this shortcoming. Note: I firmly believe that being honest with the market and saying you are raising the prices to make this a more inclusive product is the way to go. The concept of "free, free, free" added to high prices, ala Regent Seven Seas Cruises, is to many offensive; especially the astute.
There is, alas, a Sixth point: Children. As with Oceania, Azamara Club specifically does not encourage children and touts that it has no facilities for children. However, children are welcome to book and, in a very significant difference, if there are a sufficient number of children on board, Azamara Club will provide youth counselors. This, to me is huge. Not only does this open up Azamara Club to many of the demographically targeted folks who have children, it provides a bit of protection for those who do not want to have children onboard with nothing to do disturbing their cruise.
Here is something to think about: December 14th is the day prices are going to increase. If you act quickly, you can lock in some really spectacular cruises in 2010 and 2011 that will have all these added amenities...and you can do so at the present lower prices. It is like receiving a very significant discount for doing today that which you might well do later.
That has all changed...and I preface it by stating that Larry Pimental and his staff have picked over Oceania, Regent, Seabourn, Silversea, Crystal and SeaDream and pulled elements from each, tweaking their selected concepts in ways that they believe will provide a far improved cruise experience which touches upon, but does not pretend to be, luxury.
First Azamara is now Azamara Club Cruises. This is obviously a play off of the "country club" marketing of Oceania and the recent emphasis on "country club casual" by many lines.
Second, they have taken the approach of making the product more inclusive....something I have said was essential to distinguish it from Oceania - who operates identical ships. So now
1. Gratuities are included.
2. Wines with meals complimentary.
3. Bottled water, specialty coffees and teas are included.
4. Shuttle buses will be provided (where available) between the port and town at no charge. 5. Self-service laundries are complimentary.
6. Specialty restaurant dining will be complimentary for suite passengers.
These are pretty much the things that Oceania makes money on and (as you know I have told you) can make an Oceania cruise more expensive than a Seabourn cruise if you are traveling in an sort of suite accommodation.
Third, while Azamara has always had solid cuisine, it is, ala SeaDream, incorporating more of the cuisine of where the ship is visiting in its dining menus. Complimenting that is its emphasis on local wines - some of which are not readily available elsewhere because the vinters either do not have sufficient qualities or simply do not market for foreign distribution. (The other night I enjoyed a bottle of Slovenian wine I purchased on my last cruise. It was bittersweet because I know I cannot purchase it here in the U.S. and I want more of it...and it has great memories associated with it.)
Fourth, there will be many more overnight stays. This, to me, is a tricky one. For me, other than say Barcelona, Venice or Istanbul, there are not many ports that I - as a seasoned traveler - want to overnight in when embarking or disembarking. I may be in the overall minority, but there is great value for many knowing that if their flight is late they can still make the ship...and the need to purchase a pre- or post-cruise hotel or a very early private car to the airport on disembarkation becomes a real cost savings. Also, there will be a beefing up of shore excursions as the additional time will permit more unique and in depth experiences. (These will be at extra cost, however.)
What is refreshing is the Fifth point: Prices are going to be higher. All of this luxury comes at a cost. While higher prices may make Azamara Club unaffordable to many, the average target passengers are aged 45 to 60 with a household income of approximately $300,000 per year. One thing to keep in mind is that the vast majority of the accommodations are cabins with very small bathrooms (and tiny showers). As with SeaDream (Pimental's former baby), I am sure the focus is on making the rest of the onboard experience at a sufficiently high level as to reduce the impact of this shortcoming. Note: I firmly believe that being honest with the market and saying you are raising the prices to make this a more inclusive product is the way to go. The concept of "free, free, free" added to high prices, ala Regent Seven Seas Cruises, is to many offensive; especially the astute.
There is, alas, a Sixth point: Children. As with Oceania, Azamara Club specifically does not encourage children and touts that it has no facilities for children. However, children are welcome to book and, in a very significant difference, if there are a sufficient number of children on board, Azamara Club will provide youth counselors. This, to me is huge. Not only does this open up Azamara Club to many of the demographically targeted folks who have children, it provides a bit of protection for those who do not want to have children onboard with nothing to do disturbing their cruise.
Here is something to think about: December 14th is the day prices are going to increase. If you act quickly, you can lock in some really spectacular cruises in 2010 and 2011 that will have all these added amenities...and you can do so at the present lower prices. It is like receiving a very significant discount for doing today that which you might well do later.
Tuesday, December 1, 2009
Is Your Travel Agent Hyping A Cruise Line? How Do You Know?
I had some very interesting conversations with some clients that recently returned from cruises yesterday.
I also received my certification as being a member of the International Forum of Travel and Tourism Advocates, the IFTTA. The IFTTA is essentially an organization of attorneys and advocates from around the world that deal specifically with travel disputes. As such literally every day I receive decisions from various courts addressing issues such as whether a tour operator is required to disclose that a tour is scheduled for hurricane season or if a mis- or omitted statement as to visa requirements creates liability for the travel agency. (The inconsistency of rulings and the reversal rates are, frankly, incredible...only adding to the confusion as to what one's obligations are.)
Obviously, as a lawyer and travel agent I have great interest in both the business and legal end of making sure that my travel clients receive everything they are supposed to...and that they are well informed about their holiday before they make their final decision. To me this is more of an ethical obligation than a legal one and is why I have never been merely an "order taker" where clients call me up or email me and say "Book this cruise" and I simply reply, "OK." Time and time again, after a brief conversation a better option is settled on.
So what does this have to do with my conversations with happy clients that just returned from their cruises? Good question!
One client of mine (and regular reader of this blog) just returned from a cruise on the Seabourn Odyssey, which she truly enjoyed as her first Seabourn experience. Our conversation sort of ended on the topic of some people probably do not use me as their travel agent because I am so supportive of Seabourn to the point that it sounds like I am hyping the cruise line. I found that very interesting...and readily acknowledged that it probably was true.
The curious aspect of the conversation was that while she now believes Seabourn may not be the best fit for her (feeling it may be a bit too formal for her...at least in Europe) the food and service was not only a "10", but exceeded that which I have been representing to her directly, on this blog and on The Gold Standard Forum. She told me that you actually do receive true small ship service on the larger Seabourn yacht and gave me two examples.
- Seabourn offers smoothies at breakfast. She inquired if mango smoothies were ever made and was advised "occasionally". The next morning Seabourn had mango smoothies. That might seem the end of the story, but not on Seabourn. She didn't make it to breakfast that morning, so what did Seabourn do? Seabourn surprised her by delivering mango smoothies to her suite!
-She was interested in dining a Restaurant 2 when there was an Asian theme. She inquired as to whether a particular dish would be offered. The chef replied that it takes two days to prepare this dish, so it was not a regular offering. However, when they arrived for dinner two days later the special dish was presented..simply as a result of an inquiry.
As you know, if you know me, this blog or Seabourn, these are not actually special exceptions, but the way Seabourn does things. And it is why I am such a firm believer in Seabourn.
Now, relating back to her observation that some people do not book their cruises with me because I seem to be hyping Seabourn, I pause and ask, "How can I be hyping what is actually true?" As I explained to my client, unfortunately, there are people that are taken in by the marketing of Line X or, frankly, are comfortable with the product Line Y offers and don't want to deal with the emotions or concerns of change. While I may never book those individuals on a Seabourn cruise (not my goal!), it is hoped that they take away that what I tell them about any cruise line is truly what I believe and that it is accurate.
I also spoke with another client that just returned from an extended cruise on Oceania. This Seabourn regular was very pleased with his cruise and, in fact, booked another extended Oceania cruise, due in large part to the fantastic itinerary. (Keeping it in context, he has Seabourn cruises booked in between.) He raved that the staff was very good, the food was "a solid 'B'", the alternative dining venues were excellent and the Penthouse accommodations were fine. (They were not of Seabourn caliber, but that was never expected.)
But, as I cautioned him, Oceania is a fine product, but it is not inexpensive. He was actually quite put off by the liquor and wine prices...though he did appreciate that Oceania does allow you to bring your own liquor onboard, but requests you consume it in your cabin/suite. ($10.00 + tip for a Bloody Mary and a bartender's request if he would like a "double" when he ordered a scotch were things that put him off.) He also felt, at times, that the ship was just too crowded; especially at lunch time when not in port. Finally he felt that the gratuities being charged were excessive.
In the end, as I had previously said to him and have said on this blog, the Oceania cruise in a Penthouse suite ultimately cost him more than a Seabourn cruise. He agreed, but said it was worth it for the itinerary.
Was I hyping Seabourn???? Absolutely not. I was speaking the truth. And armed with the truth, he was neither shocked nor disappointed on his Oceania cruise. Honestly, he loved it. And, as I said, he booked another Oceania cruise. Now, if I did not tell him that Oceania was more expensive than Seabourn don't you think he would have been shocked and unhappy? Instead he was pretty darn happy.
By my being absolutely honest and using accurate information about Seabourn as a known benchmark both clients were happy. One was "WOW'd" by Seabourn and the other was thoroughly pleased by Oceania. One purchased an opening booking on Seabourn and one purchased an Oceania cruise.
In the end it is about honesty and integrity. The IFTTA would not exist if travel agents and suppliers provided what they represented. And Goldring Travel prides itself on providing its clients with accurate representations, not hype, as well as excellent pricing and service.
When you call or email me, please remember I belong to both...and the Better Business Bureau too!
I also received my certification as being a member of the International Forum of Travel and Tourism Advocates, the IFTTA. The IFTTA is essentially an organization of attorneys and advocates from around the world that deal specifically with travel disputes. As such literally every day I receive decisions from various courts addressing issues such as whether a tour operator is required to disclose that a tour is scheduled for hurricane season or if a mis- or omitted statement as to visa requirements creates liability for the travel agency. (The inconsistency of rulings and the reversal rates are, frankly, incredible...only adding to the confusion as to what one's obligations are.)
Obviously, as a lawyer and travel agent I have great interest in both the business and legal end of making sure that my travel clients receive everything they are supposed to...and that they are well informed about their holiday before they make their final decision. To me this is more of an ethical obligation than a legal one and is why I have never been merely an "order taker" where clients call me up or email me and say "Book this cruise" and I simply reply, "OK." Time and time again, after a brief conversation a better option is settled on.
So what does this have to do with my conversations with happy clients that just returned from their cruises? Good question!
One client of mine (and regular reader of this blog) just returned from a cruise on the Seabourn Odyssey, which she truly enjoyed as her first Seabourn experience. Our conversation sort of ended on the topic of some people probably do not use me as their travel agent because I am so supportive of Seabourn to the point that it sounds like I am hyping the cruise line. I found that very interesting...and readily acknowledged that it probably was true.
The curious aspect of the conversation was that while she now believes Seabourn may not be the best fit for her (feeling it may be a bit too formal for her...at least in Europe) the food and service was not only a "10", but exceeded that which I have been representing to her directly, on this blog and on The Gold Standard Forum. She told me that you actually do receive true small ship service on the larger Seabourn yacht and gave me two examples.
- Seabourn offers smoothies at breakfast. She inquired if mango smoothies were ever made and was advised "occasionally". The next morning Seabourn had mango smoothies. That might seem the end of the story, but not on Seabourn. She didn't make it to breakfast that morning, so what did Seabourn do? Seabourn surprised her by delivering mango smoothies to her suite!
-She was interested in dining a Restaurant 2 when there was an Asian theme. She inquired as to whether a particular dish would be offered. The chef replied that it takes two days to prepare this dish, so it was not a regular offering. However, when they arrived for dinner two days later the special dish was presented..simply as a result of an inquiry.
As you know, if you know me, this blog or Seabourn, these are not actually special exceptions, but the way Seabourn does things. And it is why I am such a firm believer in Seabourn.
Now, relating back to her observation that some people do not book their cruises with me because I seem to be hyping Seabourn, I pause and ask, "How can I be hyping what is actually true?" As I explained to my client, unfortunately, there are people that are taken in by the marketing of Line X or, frankly, are comfortable with the product Line Y offers and don't want to deal with the emotions or concerns of change. While I may never book those individuals on a Seabourn cruise (not my goal!), it is hoped that they take away that what I tell them about any cruise line is truly what I believe and that it is accurate.
I also spoke with another client that just returned from an extended cruise on Oceania. This Seabourn regular was very pleased with his cruise and, in fact, booked another extended Oceania cruise, due in large part to the fantastic itinerary. (Keeping it in context, he has Seabourn cruises booked in between.) He raved that the staff was very good, the food was "a solid 'B'", the alternative dining venues were excellent and the Penthouse accommodations were fine. (They were not of Seabourn caliber, but that was never expected.)
But, as I cautioned him, Oceania is a fine product, but it is not inexpensive. He was actually quite put off by the liquor and wine prices...though he did appreciate that Oceania does allow you to bring your own liquor onboard, but requests you consume it in your cabin/suite. ($10.00 + tip for a Bloody Mary and a bartender's request if he would like a "double" when he ordered a scotch were things that put him off.) He also felt, at times, that the ship was just too crowded; especially at lunch time when not in port. Finally he felt that the gratuities being charged were excessive.
In the end, as I had previously said to him and have said on this blog, the Oceania cruise in a Penthouse suite ultimately cost him more than a Seabourn cruise. He agreed, but said it was worth it for the itinerary.
Was I hyping Seabourn???? Absolutely not. I was speaking the truth. And armed with the truth, he was neither shocked nor disappointed on his Oceania cruise. Honestly, he loved it. And, as I said, he booked another Oceania cruise. Now, if I did not tell him that Oceania was more expensive than Seabourn don't you think he would have been shocked and unhappy? Instead he was pretty darn happy.
By my being absolutely honest and using accurate information about Seabourn as a known benchmark both clients were happy. One was "WOW'd" by Seabourn and the other was thoroughly pleased by Oceania. One purchased an opening booking on Seabourn and one purchased an Oceania cruise.
In the end it is about honesty and integrity. The IFTTA would not exist if travel agents and suppliers provided what they represented. And Goldring Travel prides itself on providing its clients with accurate representations, not hype, as well as excellent pricing and service.
When you call or email me, please remember I belong to both...and the Better Business Bureau too!
Wednesday, November 25, 2009
A Thanksgiving Story That Is "Bull"
It has been a very hectic time for me of late.
I spent most of last week at the Global Superyacht Forum in Amsterdam, am in the middle of a trial on one of the weirdest and most troubling admiralty cases I have ever been involved in, am doing my "travel agent thing" with many clients either just returning or about to depart on Seabourn and Oceania cruises, enduring the frustration of my New York Jets (and swallowing the huge cost of tickets next year in the new stadium), completing some sort of ultrasonic cardiac stress test (which I passed with flying colors), engaging in various family goings on and preparing for the holidays.
My respite has been my breakfast with the local farmers. The farming life, with its dependency on weather, weeds, wildlife, etc. causes farmers to have a rather unique approach to problems and stresses. It is not that things don't bother them or stress them out, it is that they are required to live by the "What are you gonna do, cry? You just have to get on with it" approach.
My farmer friends afford me the honor of allowing me to partake in just a little bit of their lives and, therefore, just a bit of their lifestyle trickles down to the lawyer/travel agent come wannabe farmer. In that role, I dutifully am a participant in their annual NASCAR pool and, as such, I am invited to the parties held at my friend, Tom's farm, for the first race (Daytona 500) and the last race (Homestead) each year. This past Sunday was the end of season party.
I arrived and found myself in charge of setting up the mini-pool for the driver who leads half way and at the end of the race ($5.00 per car randomly chosen) and playing bartender. With the pre-race show on two televisions and football on the third, the cousin who owns an orange grove in Florida stops in, the woman who owns the local horse supply business arrives (her husband still out in the fields planting soybeans won't arrive until later), the guy from the General Store tells his stories, Tommy Jr. who is taking over more and more of Tom's farming starts drinking a Coke so that when the guy with the suped up Mustang arrives he can take it for a spin (but eventually gives up and tops his drink with cheap bourbon) settles in...and the rest of the regulars arrive as the race is about to start. It is, for me, a little slice of heaven and I feel truly privileged to be allowed to share this.
And then...(you are not going to believe this!):
Remembering that I live in New Jersey...you know the place with the reputation for being smelly and overbuilt...Tom, for reasons that I cannot comprehend (hence I am not a true "redneck"), is taking delivery of three full grown Longhorn steers weighting about a ton each (yep, 2000 pounds or more.) (Tom already has four.)
Why this is being done in the middle of a NASCAR party I also cannot figure out. (Again, I am not a true "redneck").
However, as the steer are offloaded from the transport, they essentially stampede, trampling Tom, breaking through a fence and are now loose in Colts Neck! With a call-to-arms we pile into various pickup trucks and a Chevy Tahoe to roundup the strays...wandering through the upscale residential areas picking up the tracks and then being questioned as if we were casing the mansions looking to break in.
We then get a call that Tom found two of the steers...or should I say the largest bull found Tom, horning him in the head, knocking him to the ground and then charging his pickup. So, with blood flowing, does Tom go right to the hospital? No, he continues the attempted roundup for another 30 minutes and then is escorted to the hospital. (Not to worry, he is sort of a super-redneck, so his head is stapled, his back is sore, his truck is gored...and he was at breakfast this morning.)
As darkness falls, with Tommy Jr. and Joey now out with their rifles, the police combing the neighborhoods and a police helicopter circling there is nothing we can do...so we go back to Tom's house, finish setting up the NASCAR pool, drink some beers and watch the race. (And no, I didn't win the pool or the mini-pool.)
At about 9:00 p.m. I receive a call at home that two of the steers were located and were shot. They were just too dangerous. The third, however was still on the loose and now probably more dangerous than ever. But it could not be found.
So last night, as I was driving home from my 8 hours of trial work, tired and stressed, I call Tom to see how is doing. He tells me he has to call me back because they just located the third steer...the one that attacked him. Later I am told he was put down as well.
So what does this have to do with Thanksgiving? I mean three steer were put down, if only a few weeks before they were to be turned into roasts anyway. My friend was injured and could have been killed. The cost to the farmer is not insignificant as well.
Seriously, what does this have to do with giving thanks?
I am thankful that I have been enriched by so many things. While talking to billionaires may seem cool and being treated like royalty on Seabourn sounds devine, the next time I am in Greece taking in the Acropolis, pondering my heritage as I gaze at the Great Pyramids and Western Wall, or am in Italy enjoying some incredible wine and food, I have the joy of knowing that for me it is not about accomplishing those tasks, but savoring those moments as rarefied honors and thinking about the men and women that toiled to build the great monuments and to farm those ingredients were probably not so different from my farmer friends.
They were anything, but perfect, but they lived lives of "What are you gonna do, cry? You just have to get on with it". And they had the ability to look at the chaos and problems only to find a way to live with and appreciate them.
So rather than coddling Tom today and expressing such concern that his body is broken, his wallet is lighter and his pride is hurt, in true farmer fashion I asked the obvious, "So what the hell are you gonna do to top this?!"
I am very thankful.
Happy Thanksgiving!
P.S. So you know this story ain't no bull, you can read about it here: http://www.app.com/article/20091124/NEWS/91124131/Roaming+longhorn+caught++destroyed+in+Marlboro
I spent most of last week at the Global Superyacht Forum in Amsterdam, am in the middle of a trial on one of the weirdest and most troubling admiralty cases I have ever been involved in, am doing my "travel agent thing" with many clients either just returning or about to depart on Seabourn and Oceania cruises, enduring the frustration of my New York Jets (and swallowing the huge cost of tickets next year in the new stadium), completing some sort of ultrasonic cardiac stress test (which I passed with flying colors), engaging in various family goings on and preparing for the holidays.
My respite has been my breakfast with the local farmers. The farming life, with its dependency on weather, weeds, wildlife, etc. causes farmers to have a rather unique approach to problems and stresses. It is not that things don't bother them or stress them out, it is that they are required to live by the "What are you gonna do, cry? You just have to get on with it" approach.
My farmer friends afford me the honor of allowing me to partake in just a little bit of their lives and, therefore, just a bit of their lifestyle trickles down to the lawyer/travel agent come wannabe farmer. In that role, I dutifully am a participant in their annual NASCAR pool and, as such, I am invited to the parties held at my friend, Tom's farm, for the first race (Daytona 500) and the last race (Homestead) each year. This past Sunday was the end of season party.
I arrived and found myself in charge of setting up the mini-pool for the driver who leads half way and at the end of the race ($5.00 per car randomly chosen) and playing bartender. With the pre-race show on two televisions and football on the third, the cousin who owns an orange grove in Florida stops in, the woman who owns the local horse supply business arrives (her husband still out in the fields planting soybeans won't arrive until later), the guy from the General Store tells his stories, Tommy Jr. who is taking over more and more of Tom's farming starts drinking a Coke so that when the guy with the suped up Mustang arrives he can take it for a spin (but eventually gives up and tops his drink with cheap bourbon) settles in...and the rest of the regulars arrive as the race is about to start. It is, for me, a little slice of heaven and I feel truly privileged to be allowed to share this.
And then...(you are not going to believe this!):
Remembering that I live in New Jersey...you know the place with the reputation for being smelly and overbuilt...Tom, for reasons that I cannot comprehend (hence I am not a true "redneck"), is taking delivery of three full grown Longhorn steers weighting about a ton each (yep, 2000 pounds or more.) (Tom already has four.)
Why this is being done in the middle of a NASCAR party I also cannot figure out. (Again, I am not a true "redneck").
However, as the steer are offloaded from the transport, they essentially stampede, trampling Tom, breaking through a fence and are now loose in Colts Neck! With a call-to-arms we pile into various pickup trucks and a Chevy Tahoe to roundup the strays...wandering through the upscale residential areas picking up the tracks and then being questioned as if we were casing the mansions looking to break in.
We then get a call that Tom found two of the steers...or should I say the largest bull found Tom, horning him in the head, knocking him to the ground and then charging his pickup. So, with blood flowing, does Tom go right to the hospital? No, he continues the attempted roundup for another 30 minutes and then is escorted to the hospital. (Not to worry, he is sort of a super-redneck, so his head is stapled, his back is sore, his truck is gored...and he was at breakfast this morning.)
As darkness falls, with Tommy Jr. and Joey now out with their rifles, the police combing the neighborhoods and a police helicopter circling there is nothing we can do...so we go back to Tom's house, finish setting up the NASCAR pool, drink some beers and watch the race. (And no, I didn't win the pool or the mini-pool.)
At about 9:00 p.m. I receive a call at home that two of the steers were located and were shot. They were just too dangerous. The third, however was still on the loose and now probably more dangerous than ever. But it could not be found.
So last night, as I was driving home from my 8 hours of trial work, tired and stressed, I call Tom to see how is doing. He tells me he has to call me back because they just located the third steer...the one that attacked him. Later I am told he was put down as well.
So what does this have to do with Thanksgiving? I mean three steer were put down, if only a few weeks before they were to be turned into roasts anyway. My friend was injured and could have been killed. The cost to the farmer is not insignificant as well.
Seriously, what does this have to do with giving thanks?
I am thankful that I have been enriched by so many things. While talking to billionaires may seem cool and being treated like royalty on Seabourn sounds devine, the next time I am in Greece taking in the Acropolis, pondering my heritage as I gaze at the Great Pyramids and Western Wall, or am in Italy enjoying some incredible wine and food, I have the joy of knowing that for me it is not about accomplishing those tasks, but savoring those moments as rarefied honors and thinking about the men and women that toiled to build the great monuments and to farm those ingredients were probably not so different from my farmer friends.
They were anything, but perfect, but they lived lives of "What are you gonna do, cry? You just have to get on with it". And they had the ability to look at the chaos and problems only to find a way to live with and appreciate them.
So rather than coddling Tom today and expressing such concern that his body is broken, his wallet is lighter and his pride is hurt, in true farmer fashion I asked the obvious, "So what the hell are you gonna do to top this?!"
I am very thankful.
Happy Thanksgiving!
P.S. So you know this story ain't no bull, you can read about it here: http://www.app.com/article/20091124/NEWS/91124131/Roaming+longhorn+caught++destroyed+in+Marlboro
Friday, October 16, 2009
Regent Seven Seas Dress Code Downgrade - Relying on Cruise Critic: A Mere Ploy. But What Is the Value Of It All?
When Regent Seven Seas Cruises posted a poll on Cruise Critic seeking out preferences as to dress code I smirked. I "knew" the decision has already been made to go casual. That poll was, to be sure, more like a lawyer looking for support for a position than a scientist looking for data. And, alas, any good lawyer knows to never ask a question if you don't already know the answer.
Let me explain: Cruise Critic may be the largest community for cruisers in the world, but it represents far less than one (1%) of the cruising population. Just take a look at the poll itself. As of today there were only 443 votes...less than the number of guests found on the Voyager or Mariner at any time (even including if occupancy is little more then half full)...and about what you might find on the Navigator. So there can be 1,850+ guests (plus 3rd and 4ths) on three ships at any time. Then consider that the poll was conducted and the decision decided in little over a month; so figure conservatively 3 voyages x 1,850 guests = 5,550 guests stays in the month. The poll represents less than 1% of the sailing guests over that brief period.
But it is actually less relevant than that. Why? First, because there is no way to know that everyone that voted has (a) actually sailed on Regent; and, (b) actually has any intention of sailing on Regent in the relevant future. And I am sure there are those with multiple sign-ins.
Of course the biggest reason to question the 66% in favor of a "causal only" dress code is because the demographics of who even knows about Cruise Critic vs. those that only lurk vs. those that actually post vs. those that actually cruise on Regent essentially renders the statistical validity of the query worthless. (Of course it also seeks to justify offending 34% of the CC voters who want formal nights...and in this market offending such a large population is generally avoided at all costs.)
And then, of course, is the announcement on Cruise Critic by Mark Conroy, President of Regent. He states, in part, "Most importantly, the recent poll on Cruise Critic showed that the majority of current guests and those that are considering sailing with us support a slightly less formal dress code – two thirds of those who voted are in favor of an Elegant Casual evening dress code." Wait a minute, 293 people voting on Cruise Critic are the "most important" factor in making the decision. Sorry, I am not drinking that Kool-aid.
By now you must be wondering, why all the statistical mumbo-jumbo. Because the "justification" comments are just silly. If Regent really wanted to know what its guests thought, they already knew what to do: Have some focus groups onboard and in local events (like they did when designing the now abandoned new ship) or have a brief telephone poll.
Please understand that I am not protesting the Regent decision. I think it is part of a plan that is long over due...and, for what it is worth, I support it. I think Regent is quickly becoming an inclusive Oceania-type product and that result will be many more happy guests, less frustrations for management and guests, and a much easier time marketing an actually achievable product to an audience that is very receptive to "free" being a better thing than "value".
While there are less and less people that compare Seabourn and Regent (due to the change in product), a July 10, 2010 11 night cruise on the 700 passenger Mariner departing from Rome starts at $8,060 per person (or $732 per day) per person. A July 3, 2010 14 night cruise on the 200 guest Seabourn Legend departing from Rome in a French balcony suite starts at $8,549 (or $610 per day) per person. So for the 11 days a guest is paying $1,342 more for the Regent cruise (11 days x $122 per day higher rate). Right now the airfare for those cruises, booked privately, is under $1,000. Throw in a couple of "free" tours and you are essentially paying the same price for the Regent cruise as you are the Seabourn cruise.
Remember, though, on Seabourn you are on small ship with higher level of personalized service, a finer level of cuisine, a more refined cruise experience (of course, with formal nights), no lines and access to smaller ports and/or locations in town rather than being bussed to it.
Now does that mean that you should book Seabourn over Regent? No! It means that you now have two decidedly different products to choose from. Just don't think because Regent says things are "Free, Free, Free, Free" there is actually any "value" in excess of what, for example, Seabourn offers.
As a travel agent I am thrilled that there is now a defined difference. I feel far more comfortable selling Regent because it is making it known what it really is all about. Please, though, do us all one last favor (and I promise I won't ask for much more): Try to just be straight with us. Say, "Regent has decided to modify its product (and target market)...and don't do silly things like say 293 Cruise Critic posters (whether they have ever sailed on Regent or not) decided it.
Now, there are "values" out there. Folks, now is a great time to relearn the differences between the cruise lines, decide which flavor you prefer and book!
Let me explain: Cruise Critic may be the largest community for cruisers in the world, but it represents far less than one (1%) of the cruising population. Just take a look at the poll itself. As of today there were only 443 votes...less than the number of guests found on the Voyager or Mariner at any time (even including if occupancy is little more then half full)...and about what you might find on the Navigator. So there can be 1,850+ guests (plus 3rd and 4ths) on three ships at any time. Then consider that the poll was conducted and the decision decided in little over a month; so figure conservatively 3 voyages x 1,850 guests = 5,550 guests stays in the month. The poll represents less than 1% of the sailing guests over that brief period.
But it is actually less relevant than that. Why? First, because there is no way to know that everyone that voted has (a) actually sailed on Regent; and, (b) actually has any intention of sailing on Regent in the relevant future. And I am sure there are those with multiple sign-ins.
Of course the biggest reason to question the 66% in favor of a "causal only" dress code is because the demographics of who even knows about Cruise Critic vs. those that only lurk vs. those that actually post vs. those that actually cruise on Regent essentially renders the statistical validity of the query worthless. (Of course it also seeks to justify offending 34% of the CC voters who want formal nights...and in this market offending such a large population is generally avoided at all costs.)
And then, of course, is the announcement on Cruise Critic by Mark Conroy, President of Regent. He states, in part, "Most importantly, the recent poll on Cruise Critic showed that the majority of current guests and those that are considering sailing with us support a slightly less formal dress code – two thirds of those who voted are in favor of an Elegant Casual evening dress code." Wait a minute, 293 people voting on Cruise Critic are the "most important" factor in making the decision. Sorry, I am not drinking that Kool-aid.
By now you must be wondering, why all the statistical mumbo-jumbo. Because the "justification" comments are just silly. If Regent really wanted to know what its guests thought, they already knew what to do: Have some focus groups onboard and in local events (like they did when designing the now abandoned new ship) or have a brief telephone poll.
Please understand that I am not protesting the Regent decision. I think it is part of a plan that is long over due...and, for what it is worth, I support it. I think Regent is quickly becoming an inclusive Oceania-type product and that result will be many more happy guests, less frustrations for management and guests, and a much easier time marketing an actually achievable product to an audience that is very receptive to "free" being a better thing than "value".
While there are less and less people that compare Seabourn and Regent (due to the change in product), a July 10, 2010 11 night cruise on the 700 passenger Mariner departing from Rome starts at $8,060 per person (or $732 per day) per person. A July 3, 2010 14 night cruise on the 200 guest Seabourn Legend departing from Rome in a French balcony suite starts at $8,549 (or $610 per day) per person. So for the 11 days a guest is paying $1,342 more for the Regent cruise (11 days x $122 per day higher rate). Right now the airfare for those cruises, booked privately, is under $1,000. Throw in a couple of "free" tours and you are essentially paying the same price for the Regent cruise as you are the Seabourn cruise.
Remember, though, on Seabourn you are on small ship with higher level of personalized service, a finer level of cuisine, a more refined cruise experience (of course, with formal nights), no lines and access to smaller ports and/or locations in town rather than being bussed to it.
Now does that mean that you should book Seabourn over Regent? No! It means that you now have two decidedly different products to choose from. Just don't think because Regent says things are "Free, Free, Free, Free" there is actually any "value" in excess of what, for example, Seabourn offers.
As a travel agent I am thrilled that there is now a defined difference. I feel far more comfortable selling Regent because it is making it known what it really is all about. Please, though, do us all one last favor (and I promise I won't ask for much more): Try to just be straight with us. Say, "Regent has decided to modify its product (and target market)...and don't do silly things like say 293 Cruise Critic posters (whether they have ever sailed on Regent or not) decided it.
Now, there are "values" out there. Folks, now is a great time to relearn the differences between the cruise lines, decide which flavor you prefer and book!
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