Voyager - service disappointment

[JTor]

We just returned from the 7 day Baltic itinerary on the Voyager. Overall it was a great trip. We LOVED the Baltics and would suggest Estonia/Latvia as a great land add-on for anyone planning a cruise in this area. We found these countries still quite affordable and uncrowded, while having good tourism infrastructure and beautiful sites and countryside.

We used a local tour agency called Red October for our tours in St. Petersburg and thought they were excellent (and much more affordable than the private arrangements offered by our travel agent). While we would recommend to others to use such an agency for tours to the major sites (especially Catherine's Palace and the Peterhof), I really regretted that we were not able to get our own independent visa in time for the trip. For us, it was really frustrating to be docked right across from the Hermitage and not to be able to just get out and walk around. In spite of that we still enjoyed St. Petersburg.

Regarding Regent, we thought many things were great - very spacious cabin, younger crowd (I'd say average about 50), good food, lots of space in the public rooms. I found the ship's design a bit bland but that is a minor issue. Our big disappointment was the service, which really was not at all what we expected - BIG difference from Crystal, for example. We got really frustrated at the beginning but were able to let it go and have fun anyway. The thing is that Regent cruises are really expensive, and we didn't think the service - especially in the dining rooms - was even up to the level we experienced on Carnival and Celebrity, and miles away from Crystal. There wasn't any one event that was really egregious but the overall impression was that the employees were encouraged to watch "the bottom line" and to do what would benefit the company - not the guest. It had a very mass-market feel, in contrast to Crystal where we always felt any request was welcomed and that our happiness was actually important. Perhaps Regent's "no tipping" policy has something to do with this contrast. I can't tell if it is a change since the new ownership, as it was our first Regent cruise - but I did wonder.

So, in summary it was terrific, but I'm not so sure we would choose to cruise with Regent again unless we were convinced that there was something anomolous about this particular cruise that had a negative effect on the service.

[PaulaJK]

I enjoy cruising Regent when I have chosen it for its itinerary.
I love their spacious cabins. I have had some good service by
our cabin stewardess but my diningroom experiences ---on the
whole-- seem similar to yours. The wine stewards seem to be
stretched thin ...and often, the waiters also. I have no idea
what 'messages' the crew are given but your note made me
recall the day my husband had chicken curry for lunch. It came
accompanied by a fried banana which was quite good. So I asked
the [experienced] waiter if I could have the fried banana w vanilla
ice cream for dessert. He was very negative about this special request..
tried to say it couldn't be done..and finally indicated that he would have
to speak with the maitre d!! This attitude was as far away as you
can get from the Crystal or SS response. If the fares on Regent
were closer to those on Oceania perhaps I would understand this
[or maybe not]......but Regent is right up there in fares and
in the DR, in my experience, has room for improvement.

[Friscorays]

The thing is that Regent cruises are really expensive, and we didn't think the service - especially in the dining rooms - was even up to the level we experienced on Carnival and Celebrity, and miles away from Crystal.

I've only been on the Voyager once (2005) and on Crystal once (2007). My impression on service is the same as yours. Although service on Regent was perfectly acceptable, the service on Crystal was leaps and bounds ahead in my opinion.

I'm going on the Paul Gauguin to French Polynesia shortly and might be a repeat customer on that ship if I really like the area. I doubt I'll be back on Regent's larger ships however. For me personally, the Regent perks are not worth the relatively large price premium.

[fancymeetingyouhere]

Gosh - not what I wanted to hear 2 weeks before I leave :( I would expect much better service for the $$$

You should put your post in the review section of Cruise critic. There are so few reviews of this ship.

[Ninabelina]

Now you have made me wonder as I took my first cruise last year on the QM2 in Princess Grill. I commented to some of our new friends we met whilst on the cruise how much I had enjoyed the service on the QM2. They instantly said that Cunard was not a patch on RSSC and that we should try one of their ships.
We have booked on the Voyager for November FNC to FLL. The whole point being that there are no ports and that we can relax and enjoy the service. Now, if I wanted poor service I could have stayed at home!!Please tell me I will be treated to the kind of service a lady of my quality and stature deserves!
My candle light suppers are the toast of the local social set and I was soooo hoping a butler would add a little something to my gatherings.:D

[dougburns]

I think you'll find Voyager to be superb, since you're on a cruise with lots of sea days. Service is always better on any ship of any line during sea days. On port intensive cruises a lot of the crew are ashore when the ship is in port. We love sea days!

[JTor]

I hope I am not striking anxiety into the hearts of you upcoming travelers! To clarify - we had a wonderful time and don't regret taking this cruise. It wasn't BAD service. If I had payed Princess prices I'd probably be satisfied. So I am sure you will have a good time.

What we observed was a lack of "going the extra mile". For example, we were dropped off by cab at the wrong end of the dock and missed the luggage porters - neither the security people, greeting people or check in people noticed we still had our luggage and spirited it away (as I would expect in a 5* hotel), and when we asked for luggage assistance, none came. One day we arrived at "tea" a little early, and although one guest had already been served, we were told we had to wait until the start time. In the Compass Rose dining room, we could barely flag down a wine steward and he was very reluctant to let us know what complimentary wines were available (he wanted to serve us what he had in his hand). We were rushed through dinner - it seemed an imposition for our waiter when we wanted BOTH a cheese course and desert. None of these "little things" on their own spoiled our day - but over the course of a week the little things seem to send a message which isn't quite what we expected.

Your experience may be very different. In particular, we thought our cabin steward was great, and we liked the service in Latitudes and Signatures. Even La Verandah seemed to have much better service than Compass Rose. So you can work at avoiding the "poor service" areas to a certain extent.

Have a wonderful trip!

[orchestrapal]

JTOR: I hope you write to Regent telling them what you have said here.
We are booked on Voyager in May for 23 days and would hope that the service would, at least, be equivalent to what we have come to enjoy on Oceania. Their help is always ready to go he extra mile. We don't ask for much above the normal service but do expect it to be wonderful for the price paid on Regent.:mad:

[Wendy The Wanderer]

Wow, this is disturbing and surprising. I've never been on Crystal so I can't compare--maybe I'm missing some great service!

We've been on Voyager twice--once everything was superb, including the service, the second time (caribbean), the service was very good, with the odd glitch (overworked waiter, sommelier not to be found.) So I'm hoping that the staff just had a bad week--I'm booked again on Voyager in 16 months, but we will have lots of sea days. I think the port intensive does have something to do with it, but I'm not sure what or why, since sea days mean entertaining the pax all day.

[Friscorays]

Wow, this is disturbing and surprising. I've never been on Crystal so I can't compare--maybe I'm missing some great service!


I don't cruise a whole lot: so far Celebrity twice (soon to double), Regent once (soon to double) and Crystal once. So far, nobody has come close to the service we had on the Crystal cruise.

The service on the other lines was perfectly acceptable but on Crystal is was stepped up to an entirely different league.

Some examples: We were running late to the show on the last night of our cruise and on arrival to the theater found our preferred table up front "reserved" with our drinks of choice waiting for us (without us even asking). By the second day of the cruise, the majority of the crew we encountered seemed to know our names (on a ship with around 1000 passengers)! We generally could not take two or three steps with a drink or plate of food in our hands without someone sprinting up to us and offering to carry it to our table (all the time with a big smile, they were all so pleasant). Now that I'm writing this, I think I need to find another Crystal cruise which suits us as far as itinerary and timing. It really was a lot of fun.

John

[JoAnne B]

Sorry to hear of your disappointment. It appears that the ships are running pretty full this summer (I wasn't able to clear a waitlist for next week's Navigator sailing) and that may have something to do with the level of service. It shouldn't, but last summer took a noticeable toll on the staff.

I agree that as Regent is hiking up the prices, expectations for impeccable service will reasonably follow. I have found wine stewards to be a mixed bag. They work for the percentage they get from purchased wine, so you will find them much more attentive if you are buying a bottle every now and then. I have also found some of them reluctant to provide althernatives from the complimentary list, perhaps in hopes that you'll buy a bottle instead. Not saying it's right, it's just the way it is.

I am in withdrawal, as I'm not doing a fall crossing for the first time in years. The timing just didn't work out for the Voyager, and after looking at other lines I couldn't find one that really worked for me. Maybe by next spring we'll have a better picture of Regent's future.

JoAnne B
Housotn

[PaulaJK]

Wendy...I think that it's more than a mere glitch because it happens repeatedly. I have had all of these experiences [exc. the taxi/luggage]..although not all on one cruise. While they have not ruined my cruises [and I will sail Regent again], they are notable. I have not experienced any service 'over and beyond'. The wine stewards in the DR [except for the very few sommeliers] are just that and they mostly want to pour the selections of the evening. However, if you have patience, you can get something else. They are untutored about the wines, more like the FA on the airlines. The waiters are stretched extremely thin so that they are hustling before your eyes. And yes, they do seem to have a problem w. cheese plus dessert. They tend to serve all of the desserts at the table and then bring over the cheese cart. ... so service would go on forever if the cheese eater then ordered dessert. Also, the DR is very crowded come 7:30-8:30pm which emphasizes these issues. I don't think it's poor attitude or personality ....but understaffing and insufficient training with,perhaps, some management strategies for fast service.
Fear not.......there are plenty of positive features on Regent and I trust and hope that all of you genuinely enjoy your approaching cruises. Please let us know of your experiences when you return. Paula

[Island Cruiser]

I have always experienced excellent service on the Regent ships and I expect it. I think you folks who have experienced service deficiencies are doing all of us a great service by posting your opinions. Regent personnel pay attention to well supported comments posted on the message boards. If service is deficient, they need to know about it. On our last couple of cruises we noticed that the staff in Compass Rose sometimes seemed to be working to the point of stress and exhaustion to deliver for us. They did deliver. But I don't think it is fair or good business to expect a waiter to literally run to do the job properly.

[basedow]

Island Cruiser,

I agree that it is poor management that hurts staff performance. :mad:

I hope you are right that Regent is paying close attention to these comments as Crystal, Sea Dream and SS look extremely tempting and the perks of Regent are not sufficient to keep cruisers from experimenting.

Basedow

[wripro]

Has anyone noted this subpar service on their comment cards? I find this is the best way to get acknowledgement and have an effect. In fact, a little visit to the Hotel Director should get some reaction post haste.

[BILLP1]

We have sailed on Regent twice and we are booked for next year. The reason that we have booked Regent again was because of the great service and the all inclusive service. We must have been on the the right sailings because we had no complaints. Crystal service was good but I got tired of over paying for
drinks and wine. We also did not like the fixed time dining and the ship seemed more crowded.

[Travelcat2]

Island Cruiser,

I agree that it is poor management that hurts staff performance. :mad:

I hope you are right that Regent is paying close attention to these comments as Crystal, Sea Dream and SS look extremely tempting and the perks of Regent are not sufficient to keep cruisers from experimenting.

Basedow

Crystal is known for it's service. If we ever decided to go on a cruise where we have to sign for drinks, have fixed seating, etc., we'd definitely choose Crystal.

Sea Dream rates well, however, it is very different than Regent, Silversea or Seabourn. It generally targets a different market than the "big three" luxury lines.

Silversea -- hmmmmm, have you read the reviews lately? They have had repeated food issues.

In my humble opinion, Regent and Silversea are the best of the best (perhaps until Seabourn's new ship(s) are launched). . . however, consistency remains an issue with both lines.

For those of you anticipating your first Voyager cruise...... just a quick comment. Prior to our Navigator sailing, we read many negative posts about the ship. The time we spent worrying was a total waste of time. The cruise was wonderful -- great service -- wonderful ship!

We have not been on the Voyager since April, 2007 -- the staff does tend to change a bit (due to visa issues). Our May, 2008 cruise on the Mariner had the best service we have ever experienced on Regent (however, we prefer the Voyager). We have no concern whatsoever about our next Voyager cruise (7 1/2 weeks away!)


P.S. Ninabelina: Based on your post, Regent doesn't really sound like a match for you. Have you checked out private yachts? The experience you expect sounds like a very personalized one (small intimate group). The Voyager has 700 passengers -- lovely, but, certainly not intimate

[KenBT]

Very nice comments Travelcat2...

Just think it has been almost three months since we cruised along with you on the Mariner...

Even though on the Mariner sailing- personally my father and I received "excellent" service the whole cruise- helps to have lots of friends on the ship and produce $3+ M... for the line- But I did notice for the most part that the service on this particular cruise for most of the passengers was "lacking" for a 5 Star Cruise Ship- the ship was not sailing at anywhere near capacity and people had to wait and I did notice some complaints on the quality of food- Again everything for me- service, room, food was excellent.

If I was going to give an "unbiased" opinion- I would probably rank the ships/lines as follow:

1. SeaDream
2. Crystal Cruises
3. Silversea & Seabourn
4. Regent

My two and a half cents...

Ken

[RachelG]

We were on the same cruise as the original poster and had no negative issues with service AT ALL. We had to turn down refills on wine every night--they kept topping up our glasses, and it was difficult to keep track of the amount of wine you had consumed. Never felt rushed at dinner at all. Now, we did know some of the waitstaff from our previous Regent cruises (and we were greeted like old friends), but I think the service would have been great even if we hadn't.
My husband had no problems ordering more than one dessert or cheese plus dessert.

Haven't sailed Crystal so can't compare there, but service and quality of food was WAY better than on Celebrity.

[CruisePhan]

Having just returned from a 7-day Baltic cruise on the Voyager, I agree 100% with JTor. This was my 4th Regent cruise (first 3 on Radisson), and this time the staff seemed to have very little interest in guest satisfaction. While the cabins were great, the ports terrific and the passengers wonderful, Regent failed to live up to the service levels provided in the past and didn't come close to service level we've come to expect from Seabourn.

While our Voyager cruise was far from a bad experience, when I pay for first class service, I expect it to be provided. I don't expect the maitre'd in La Veranda to be annoyed that she had to wait for our group returning from Moscow for a late dinner. I didn't expect our butler to say "I'm sorry that I didn't deliver your requested order for tea last night... but I was very busy." I don't expect the Tour Desk representative to argue with me when I express concern that windy, rainy conditions in Helsinki are dangerous and inappropriate for a biking excursion. (He finally agreed after 8 others made the same point). These are just a few of many examples of service that didn't measure up to the cost of a Regent cruise or Regent's previous reputation.

I hope that Mark Conway reads my evaluation form and takes the appropriate actions that will result in a better experience for future Regent cruisers.

[Travelcat2]

Very nice comments Travelcat2...

Just think it has been almost three months since we cruised along with you on the Mariner...

Ken

While it would probably have been great to have been on board with you and your dad, we were on the Mariner May 16th sailing (think you were on May 27th?). It was a Seven Seas Society Summit cruise -- maybe that's why the service was so exemplary (and, the ship was full). We had the opportunity to meet with Regent executives -- attend a "Town Hall" meeting where they discussed future upgrades, etc.

Like you, we did experience some variances in food. We dined with a food director/manager (can't recall his name:-) and discussed food temperature and consistency.

Your ratings are interesting. From luxury cruise reviews I have read on CC , the "perfect" cruise simply doesn't exist. In the meantime, we'll keep cruising and wait for the day that Crystal goes all-inclusive with open seating;)

[Penn_Yorkie]

We also were very disappointed in Regent service, having recently taken an Alaskan Mariner cruise. Compass Rose service was acceptable but nowhere as good as in the Crystal dining room. We dined at L'Attitudes twice and had fabulous service once and abysmal service the second time.

La Veranda "service" was practically nonexistent. Those of us who have sailed Crystal know the joys of dining anywhere on the Lido Deck. The Lido Deck Stewards provide some of the most outstanding service anywhere. They greet you by name by the second day, remember preferences, and offer second servings if they notice you are finishing your food. Other than taking a drink order, La Veranda staff were not providing service. They starting breaking down the buffet 10 minutes before lunch was over, actually snatching platters of food from the buffet in front of guests attempting to serve themselves.

Teatime was mostly "self serve," not the elegant affairs one experiences on Crystal. I tried to sit down and order tea, but I had to wait a long time and then flag down a waiter. I still had to go get my own sweets. Nothing was brought around on platters.

This board touted the advantages of all-inclusive. Try getting more than one drink in a bar. Everyone we saw accomplish this feat had to work hard to catch the eye of a waiter or go to the bar to retrieve it themselves. Portion control??? Does all-inclusive mean one drink per evening? I can't understand people who complain about paying for drinks on Crystal. You are paying for them on Regent and probably not getting what you paid for. And when you pay for them on Crystal, you are being cheerfully and skillfully served rather than ignored.

All these service issues occurred on both sea and port days. Did we enjoy our cruise? Yes, most certainly because we won't let service issues ruin a trip. Would we sail Regent again? Probably not. At Regent prices, we expected a product they don't seem able to deliver.

[DebbieH103]

I have not been on Crystal, but in the last two years I have been on 4 Silversea (2 Whisper, one Wind, and one Shadow) and two Regent (1 Voyager, 1 Navigator).

I posted a long report comparing everything on the two lines from my point of view.

Consistently on all 4 SS cruises, service overall was better. Bags always handled, including putting them in the room on the bed vs. Regent where you carry your own carry-on and have to drag the suitcases from the hall. There is the constant wondering by all the board members if you can really get a bar setup in the room, how customizable is the bar and what if you run out. Nobody is asking this stuff on the SS board since it isn't inconsistent on SS.

Also on SS, we had more personalized embarkation, and people knew our names. Nobody knew my name anywhere on Regent, and I had to sit near a wait stand to get good wine service, and nobody carried my plate or told me what I could order at breakfast.

On Regent, nobody comes around on the pool deck to take orders even if you ask them to start service.

I believe the staff on SS are more polished and must get better training.

With all that said, there is much to love about Regent. I was urged to request customized food seasoned to my taste, and the maitre'ds really worked hard on table placement. They really cared. The social staff was great, too, and they worked very hard to make the solos love their cruise.

I was on a vacation.com Regent call today, and the guest speaker from Regent was asked to compare their product to Crystal. Interestingly, she said what a wonderful product they had (twice), and she called it all-inclusive a number of times. She said their biggest difference was that the specialty dining was a completely free experience on Regent with no options having a cost.

[Joanandjoe]

Very nice comments Travelcat2...

Just think it has been almost three months since we cruised along with you on the Mariner...

Even though on the Mariner sailing- personally my father and I received "excellent" service the whole cruise- helps to have lots of friends on the ship and produce $3+ M... for the line- But I did notice for the most part that the service on this particular cruise for most of the passengers was "lacking" for a 5 Star Cruise Ship- the ship was not sailing at anywhere near capacity and people had to wait and I did notice some complaints on the quality of food- Again everything for me- service, room, food was excellent.

If I was going to give an "unbiased" opinion- I would probably rank the ships/lines as follow:

1. SeaDream
2. Crystal Cruises
3. Silversea & Seabourn
4. Regent

My two and a half cents...

Ken

Ken, are you sure we were on the same 5/27 Mariner cruise? We didn't have any problems with the food or service. And I didn't see you complaining about service when the bartenders were giving you the Scotch tasting. Hic!

Whatever happened to the comparative review you were going to write, comparing Regent with other cruise lines?

Smooth sailing, everyone!

[Friscorays]

Tips are a strong motivator so I think that the inclusion of tips in the Regent cruise fare is largely responsible. Waitstaff have no motivation to perform at a level above that of their collegues. It is only natural that over time the performance of the entire group will trend down in quality.

[comettgirl]

"On Regent, nobody comes around on the pool deck to take orders even if you ask them to start service."


Are you saying that when you are out at the pool, no one comes around and takes your order?????? for drinks??? Someone please tell me I am reading this wrong!

[canadagal]

"On Regent, nobody comes around on the pool deck to take orders even if you ask them to start service."


Are you saying that when you are out at the pool, no one comes around and takes your order?????? for drinks??? Someone please tell me I am reading this wrong!

I've had hit and miss drink service on both SS and Regent on the pool deck where we have had to go and hang around the bar to get served. Most of the time on our March Mariner cruise the staff did circle the pool deck taking drink orders so don't worry about not getting served as it happens more times then not.
Pat

[Travelcat2]

Tips are a strong motivator so I think that the inclusion of tips in the Regent cruise fare is largely responsible. Waitstaff have no motivation to perform at a level above that of their collegues. It is only natural that over time the performance of the entire group will trend down in quality.

Working for Regent, Silversea or Seabourn is a motivator in itself. The staff if paid considerably more than on ships where tips are not included.

While we have not experienced poor service on Regent, I would not be surprised that service on smaller ships could be more personalized. In terms of remembering names, we tend to dine in the same areas at Compass Rose (in order to get our favorite servers). They quickly remembered our name -- even put the drink we typically order on the table without being asked.

[JTor]

Wow, I have prompted quite a discussion. I would agree with John and Penn Yorkie that the service we received on Crystal was truly superb. It's true they come to know your name and what drinks you like, which is amazing with 1000 people on the ship - as DebbieH103 pointed out, this didn't happen on Regent although it's a smaller ship. Maybe it would have if we had been on board for more than a week.

We didn't have any trouble getting drinks - we didn't spend time at the pool (too cool, too many ports), but in the lounges we found it easy to be served. We're not really cocktail people so most of our drinks were wine or non-alcoholic. Like RachelG, we found they were quite generous with wine at dinner. Our concerns about the wine were "quality" not quantity... DH is a wine-fancier, and when we go out we expect the steward to be able to advise us on wines to match the food etc., or at least to give us a list of our options. In fact, we'd rather have one glass of good, well-chosen wine rather than a bottle of "whatever they have". (in fairness, the offered wines were of good quality, just not always a good match for what we were eating - no one seemed to understand that the choice went beyond "red or white"). It's interesting to hear that the stewards are motivated by a cut on purchased wine - that actually partially explains our experience. Also, I agree with everyone who mentioned how overworked the staff in Compass Rose seem to be - this was very much our experience and we attributed the shortcomings in service largely to overwork and frustration among the staff there. Which is really too bad, if true.

RachelG, I'm really glad you didn't have any service issues. I agree that part of our frustration related to expectations - on land, we tend to frequent restaurants known for their service, and I guess for Regent prices, our expectations were fairly high. Because of Crystal I know what is possible, and I expected something similar. Once again, it wasn't terrible, and we had lots of fun. I just wasn't convinced that for the cost, we received the kind of service they could have provided.

For sure, if someone else were paying, I'd cruise Regent again!! For my dollar, I'm not so sure. Perhaps in a couple of years we'll try them again on a less port-intensive itinerary and see if the experience better matches the price. I think the ship was full (or close to it), and 7 days all in port probably does make it quite hectic for the staff.

We did note these concerns on our comment card. We thought about discussing with the hotel manager, but didn't want to make "a big thing" out of fairly minor irritations. Once again, there was no huge problem for us, just little things that added up to a less than stellar impression. I have let our agent know about our experience in case she wants to feed back to the company (she books with them quite a lot).

[DebbieH103]

Yes, that is what I am saying about Regent. If you read my review of Navigator in December, there were 7 of us on deck, and we waited an hour or so and gave up and then went to order them ourselves at the pool bar. They gave us a tray to bring them vs. telling us to sit down. Never get offered in the hot tub, whereas on SS, they come to chairs with fruit, sorbet, water, towels and also to the hot tubs. Maybe Regent comes some but not like SS and nobody has waited on me on the pool deck at all on Regent. It isn't a deal breaker, but it is not the same feeling.

[basedow]

Perhaps they should revert to their old name.

We're leaving soon on our cruise and I am hoping for the best!

[wripro]

Reverting back to the comment cards, the next time someone give you subpar service I suggest making sure they know you are remembering their name and intend to note the lack of service on your comment card. This is the one thing they fear more than anything and I bet it will result in getting what you want.

[Travelcat2]

Jtor: As you have stated, Crystal does an amazing job with service and does have approx. 1000 passengers. Crystal. Just want to point out that the fact that Crystal has "set" seating in their main restaurant, they do not have to contend with, for instance, large groups sitting down 1/2 way through their first dinner service. I believe that the Regent Voyager can seat 700 people at the same time (utilizing all of their dining venues). There is stil no excuse for poor service:o

[newlondon]

Debbie, I'm sure your cruise was on SS in a warm climate. I never thought of it as a big deal but on our Norway SS cruise we were not well looked after at the pool even on nice days. Maybe the northern climate changed the staffing patterns, because when there was a crowd at the pool for lunch or mid-pm, you usually had to find the waiter and ask him/her to take your order. On the PG, however, we never had a problem!

[chuckw]

We've done two Navigators, two Voyagers, last in 2006, two Crystals and start a B2B on Mariner next week. We prefer the Regent experience, larger basic rooms and single seating but have to admit Crystal has great service and interesting dining options. Crystal's Asian is much better than Latitudes and the Bistro is great for a quick snak.

We'll report on service and food when we get back in early September.

[jhp]

Best thing you can do is report these things personally while you are onboard, to give them the opportunity to correct your problem. Yes, we all don't want to seem to be complainers, that's why I come home and say "I didn't tell them when I was onboard, I just don't like to complain!" On my 20+ cruises with Regent, I've had a problem now and then, just like my friends and I did on my 2 Silversea Cruises. I have no doubt Crystal is an excellent product, but not without lapses now and then, but I have never cruised with them, so not from experience. For me, every time there was a service lapse on one ocassion one day, it seemed to be different the next day! (Like the wine thing, the pool thing) it got better. I guess I am just too happy a camper to let it get to me.

[ChansonDeLaMer]

This is an interesting thread. We also experienced inconsistent and generally poor service this summer on Mariner. I can relate to the lack of service in bars and at tea. The coffee area had a notable lack of service. In contrast to the Bistro on Crystal, we had to get our own coffee. The difference was striking. We concluded that all inclusive gratuities must be partially to blame. The majority of the crew had no "hustle" and some just appeared totally unmotivated. The Crystal crew not only appear motivated, they seem to be happy and pleased to provide service.

[RachelG]

jhp, you are so right. I hate to be a complainer, so I tend to try to look at it from the other person's point of view. Maybe they are way stressed out or having a bad day.
I think the staffing of the pool deck is definitely less on cruises in cooler climates. Actually we only ate lunch on the pool deck once on the Baltic cruise because the rest of the time, it was just too cool. But I am one to just walk up to the bar if I want a drink. I don't expect the waiters to come ask me. Just a different approach I suppose.
We didn't eat any dinners in La Veranda at all on the most recent cruise because we were really happy with Compass Rose, so I can't speak to that. But lunch and breakfast were fine. The waiters even took my plate to the table a couple (but not most) times, which I didn't feel was necessary as I am perfectly able bodied and can do it myself.
Definitely, if the service is not up to par, it should be noted on the comment card, preferably with specifics like names and locations. Management can address problems with specific employees very well while it is much harder to address vague complaints.

[Travelcat2]

This is an interesting thread. We also experienced inconsistent and generally poor service this summer on Mariner. I can relate to the lack of service in bars and at tea. The coffee area had a notable lack of service. In contrast to the Bistro on Crystal, we had to get our own coffee. The difference was striking. We concluded that all inclusive gratuities must be partially to blame. The majority of the crew had no "hustle" and some just appeared totally unmotivated. The Crystal crew not only appear motivated, they seem to be happy and pleased to provide service.

I found your post particularly interesting. I am not aware of where you are from, however, the expectation of service for "tea" made me wonder if you are from the UK. North Americans don't seem to take "tea" very seriously. Just having scones and clotted cream available -- pure heaven.

You have had difficulty with smoke from adjoining cabins on your Crystal cruises. Hopefully you found Regent much better. It sounds like your priority is restaurant/bar service -- not cabin size, all inclusivity, etc. As I have stated before -- I believe Crystal to be the best of the cruise lines that are not all-inclusive and require seating at a particular time and at a particular table. Since Crystal cruises are almost as expensive as Regent when you add tips and drinks (for a similiar cabin). . . it is a good thing that we all have a choice.


P.S. We found the coffee bar area to be wonderful. Why did you feel you had to get your own coffee? Was it overly crowded?

[sailbynite]

I find your experience to be the complete opposite of anything I have ever encountered on any Regent, nee Radisson ships. Years ago our server found out I like coffee ice cream... I have been offered coffee ice cream every dinner on every sailing since, having been informed this would be made available to me. The same for sauteed spinach, which is something else I enjoy. I have never found any request to be too much, but just the opposite. The staff always seems so eagar to please all customers. Just last year, while sitting with an officer at dinner, I commented on how wonderful someone else's dessert looked. Later that evening, I found that same dessert had appeared in my cabin... now that's amazing service!

[DebbieH103]

All 4 of my SS cruises were in warmer climates. My first Regent (Voyager)was a western med, but it was never cold, and on the days in Spain, it was quite warm. Regardless, lots of people sat out to chat and lay around. The pool deck was more crowded than SS. My Navigator cruise was a Caribbean one, and the deck was always packed but still no service at all out there.

Yes, the SS ships are smaller, but the Regent pool decks do have dedicated staff. I think it was just less polished staff, newer people, not as well trained, etc. It wasn't lack of desire to please or anything. There are a few things Regent needs to do since being all-inclusive. Maybe they are still not used to people being in the public areas so much.

I had MANY exemplary experiences on Regent and enjoyed them enough to sail twice in two months and am rebooked for Christmas. I just think there are a few service areas that could be improved that would make great turn into outstanding.

I certainly don't want to scare anyone off or make them think they will have a bad experience.

[Friscorays]

I found your post particularly interesting. I am not aware of where you are from, however, the expectation of service for "tea" made me wonder if you are from the UK. North Americans don't seem to take "tea" very seriously. Just having scones and clotted cream available -- pure heaven.


I met ChansonDeLaMer (Hello Sylvia!) and her husband on our Crystal Cruise last year. We all live in the US. My partner and I are not particularly into tea (being North American and all) but the experience was so nice on Crystal that we made a point of trying to do it everyday.

I'm not sure I agree with you about pricing being similar between Regent and Crystal. I think I would have to consume an awful lot of alcohol to make it even close.

The main attractions of Regent for me is the smaller number of passengers and open seating. The included liquor is a slight negative for me as neither of us drink (much) so we are paying for something we do not use.

I would also rather give out tips at the end of the cruise than have them included because I do think having crew on fixed salary decreases their motivation to go out of their way to be helpfull (far easier to blend in with the crowd of your collegues).

[linda_22003]

This board touted the advantages of all-inclusive. Try getting more than one drink in a bar. Everyone we saw accomplish this feat had to work hard to catch the eye of a waiter or go to the bar to retrieve it themselves. Portion control??? Does all-inclusive mean one drink per evening?

Our two Regent experiences (so far) could not have been more different!

[Cattravel10]

Okay - I'm going to put in my 2 cents worth again. I was on the same cruise as ChansonDeLaMer. Though I can't say that everything was absolutely perfect, nothing ever is, I thought service in ALL venues was outstanding!! Well, except when I asked for ice water early a.m. in the Observation Lounge and the guy acted put out by it. No excuse for that! I traveled with my DD and DM and their food was always carried for them, as well as mine - though not necessary for me. Samuel really stood out in LaVeranda and Signatures!!! Was the food exceptional? I know this is subjective but some real oustanding items and some could've used alittle tweaking. Yes there could be some fine tuning in some areas, especially when the rates keep rising. But to me, all very minor things. I spent more $$ on Silver Sea and had some horrible service. Plus it was way TOO FORMAL for me. Just not my style, so to each his own. I do Regent for the service, friendliness of the crew and more laid back feeling. Of course it's not for everybody, but it meets my expectations above and beyond. So no complaints here, though I did put on my comment card to not price loyal customers out.

[ajax]

Gee, maybe my expectations are way too low! I have sailed on the PG and the Mariner, and am embarking on Voyager next month. My Regent experiences thus far have been outstanding, though my only cruising comparison is with NCL. Frankly, neither my wife nor I need or expect fawning attention...if we are able to have our dining, beverage and cabin requests taken care of in a prompt and courteous manner, we are fully satisfied...and that has definitely been the case so far. Is it worth the price? As a vacation value, we definitely think it is, and I don't really want to spoil the experience (which is rare enough already) by fretting about whether I would have gotten that drink a little faster if only I'd booked on a different cruise line.

[inquiring minds]

Having read all the posts in this thread, I decided to weigh in. My husband and I just returned from a 12 day Baltic tour on Voyager - Stockholm/Stockholm. I left a very lengthy cruise review with the ship because there were many areas where I was disappointed. Generally I would say the service was professional yet never truy "engaging" as it is on Crystal. I agree that the dining room staff seem overworked --- even acting harried and hurried while serving. We did not have problems with wine service but were truly expecting a better quality of wine to be offered. I did learn that if I refused the first offereing, they would come up with better quality wines. Seemed odd to me, but perhaps they don't think folks really enjoy wine for wine's sake, just another dinner drink!

Our cabin was truly nice. Loved the size much more than Crystal cabins! But the food we were served (with the exception of Signatures) although good, was never great. I found it generally disappointing because I was expecting Crystal quality or better. We were never addressed by our names except by our butler and cabin stewardess. On Crystal, the buffet staff seemed to have "regulars" that they served each morning and greeted by name.

A couple of additional strange things that colored our opinions: when we arrived at the Stockholm airport, our private car had been dismissed and sent away without us! Our flight was a little late (20 minutes) so after collecting our bags,etc and getting to the lobby area, 40 minutes had passed from the scheduled flight arrival time. The Regent agent who was there was so surprised to see us! (The sign with our name was no where to be found!) He said the airlines told him we were not on the aircraft and that we had been expected earlier. The flight number never changed - and of course, we were on the flight even though it arrived late, so clearly he was "improvising"! They found us a ride with another guest who was kind enough to share their "no longer private" transfer with us. Although we got to the hotel, it was an embarrassing time and certainly unexpected.

Another incident occurred at the pool grill when my husband ordered a hamburger. Twenty minutes of waiting and still no burger, he went back up to the line and asked about it. After vacant stares, he ordered again and returned to our table. 10 minutes later, still no burger so he approached the head waiter to ask for help, stating that it had been about 30 minutes since he first ordered. The head waiter was VERY rude, telling him to return to his table, that his burger was on it's way. My husband did return to the table and just as we were about to leave and go to La Veranda to eat at the buffet, the head waiter appeared with the burger with an authortative, argumentative approach, telling us that it had been ONLY 18 minutes since he placed his order! He had written down the time of the second order and actually showed it to us! We were both so shocked with his attitude that it ruined the whole lunch. I've never been treated that way on a cruise, regardless of what I have paid.

In general, we had a great trip because our cruise was port intensive and we visited wonderful places, met new friends and can have fun where ever we go. However, I am truly having second thoughts about returning to a Regent cruise, especially at their high price, if another cruise line has a similar itinerary. Making this comment saddens me, and I sincerely hope changes will be made. We want Regent to continue to be successful!

[Friscorays]

Frankly, neither my wife nor I need or expect fawning attention....

I don't get the impression that anyone participating in this thread does either.

I'm not trying to be derogatory about Regent's level of service. I would describe it as adequate, probably better than on my Celebrity cruises (but not enough so as to stand out in my mind as being clearly better).The service on Crystal I would describe as exemplary and a very strong reason to consider cruising with them in the future.

I am still very much looking forward to my upcoming Paul Gauguin cruise but level of service certainly wouldn't be on my short list of reasons to sail with Regent.

[Travelcat2]

I just reread this thread and see a theme that occasionally occurs -- Crystal vs. Regent.

Most people who have sailed Crystal before going on Regent prefer Crystal (there are, of course, exceptions). It is too difficult to compare the two lines. Crystal excels in some areas and Regent in the other. It seems that Regent customers will go with Oceania before trying Crystal -- perhaps just a "sister" company thing.

Those who tried mainstream cruiselines before Regent, have the highest opinion of Regent.

Silversea and Regent followers tend to like their own cruise line but do switch.

Regent repeat passengers, like myself, can sometimes get a bit picky and notice small, sometimes insignificant things.

One thing that has not been discussed in the area of service is the attitude used when requests are made. How many times have you seen a customer treating a server, bartender, as if they were their personal servant (snapping fingers to get their attention). I see this happening on a regular basis where ever there are are people who provide service to customers. Many cruise ship employees are from other countries. . . are we seeing rudeness when it may not exist? Just food for thought.

[Travelcat2]

[quote=Friscorays;15835873]I
I'm not sure I agree with you about pricing being similar between Regent and Crystal. I think I would have to consume an awful lot of alcohol to make it even close.

Just went to the Crystal website and checked out a 14 night cruise -- around the holidays. Then, compared it to a 14 night cruise on Regent. Different itineraries but not enough to make a dramatic difference (both Caribbean).

Crystal
$7,900/person -- 226 sq. ft
$9,980/person -- 269 sq. ft. (think this has veranda)

Regent
$7,295/person -- 356 sq. ft. (balcony suite)

I am not challenging the fact that Crystal may have superior service to Regent. Just giving an example of what it costs for this service (plus tips, drinks, etc. on Crystal)

[Friscorays]

How many times have you seen a customer treating a server, bartender, as if they were their personal servant (snapping fingers to get their attention). I see this happening on a regular basis where ever there are are people who provide service to customers.

I used to be a busboy and must say that the occasional customer who would treat me no better than a stray dog was far from appreciated. I'm sure nobody here would behave that way but would remind anyone of such an inclination that your server has access to the food you consume long before you ever see it. Think about it....


Just went to the Crystal website and checked out a 14 night cruise -- around the holidays. Then, compared it to a 14 night cruise on Regent. Different itineraries but not enough to make a dramatic difference (both Caribbean).

Crystal
$7,900/person -- 226 sq. ft
$9,980/person -- 269 sq. ft. (think this has veranda)

Regent
$7,295/person -- 356 sq. ft. (balcony suite)


I'm not sure if we are comparing apples to apples or apples to oranges. For example, the Crystal itinerary covers both the Christmas and New Years holidays.

My point has only been that in my limited experience with both lines, the service on Crystal was in my opinion clearly superior.

Regent service on the Voyager in December 2005 (my only trip with Regent thus far) was in my opinion adequate (nothing more and nothing less). There is not one instance of particularly good service or particularly bad service that I can recall from that cruise. For me, the experience was like the average summer blockbuster movie: I can't recall the plot an hour later. The ports of call and the excursions we took, well those I remember much more vividly.

I don't consider myself a cheerleader for either line and would not spend $7000 / person for a 14 day Caribbean with either of them! For point of comparison, my upcoming 10 day PG trip was less than $3000 / person and my upcoming Celebrity Solstice 7 day Caribbean in Aquaclass balcony cabin was just over $1000 / person. Value for money and itinerary are my most important factors in vacation choice.

[orchestrapal]

Travelcat2: You are so very right.
We have experienced more rude behavior from cruise guests than we have ever from crew. Generally, you are treated as you treat others.
This is sometimes forgotten when complaining about service.

[orchestrapal]

Sorry, double post!

[Travelcat2]

A PG cruise for under $3,000 is great! You'll find the service a bit different on the PG (still good -- just owned by another company -- managed by Regent).

My comparison with Crystal was about having to pay quite a bit to receive the kind of service you receive. (Did another quick comparison -- Mediterrean -- May, 2008 -- 7 nights. Regent is about $300.00 more for a significantly larger suite. IMO, this puts Crystal way up on the price scale). There is a good reason so many people enjoy Crystal. . . service is definitely one of them.

Think I'll back off of this thread for a while and let recent Voyager passengers post (maybe we can just post about Regent and not do comparisons):confused: Many of us with upcoming cruises on the Voyager need to hear these things. For me, I need to hear Voyager now vs. Voyager last year or earlier this year.

Thanks!

[ChansonDeLaMer]

Oh my goodness. I should log on more often. The places these threads go! Travelcat, I totally agree that we should avoid comparisons at this point and stay on topic. I read all the comparisons well before we booked Regent. I agree that many cruisers maintain an allegiance to the first cruise line they experience. Previous cruises influence expectations.

I loved being taken for a Brit. I consider that a compliment. And fellow Regent cruisers, we enjoyed our cruise. Regent has strengths. We appreciated them.

Travelcat, you raised two points about my post:

1. Smoke on Regent. Hooray for the smoking policy. I applaud Regent. However, we did have smoke drift on our balcony. One of our neighbors violated the rule.

2. Poor service at coffee area. No, it was not crowded. In fact, there was only one other table of guests in the area. After sitting at a table for what seemed like a very long time (the waiter wasn’t busy and clearly saw us), I walked to the coffee bar and asked for a cup of coffee. The waiter pointed to the urns around the corner and told me to get it there. We concluded that was the “system.” After reading this thread, I’m wondering if others actually had waiter service at their tables. We never went back because we were too busy so I don’t know if we experienced the exception rather than the rule.

[inquiring minds]

The self serve coffee bar was one of our favorite things! The coffee had a great flavor and it was so uncomplicated to get exactly get what you want.

But then coffee and wine are my two fav drinks!

[orchestrapal]

I would hope that if someone gets smoke on their balcony from a neighbor they could report it and have it stopped, at least I hope so. The only reason we booked Regent was the new NO Smoking policy!:mad:

[cruzndiz]

I am booked on Mariner in January and the main reason DH & I have left the "carnival" family was because we were looking for a different cruise experience -- something at least on par with the level of service we receive at our home country club and hopefully the same kind of pax. (I pray that doesn't sound too snobbish b/c I'm not trying to be....) In any event, during our last cruise the dining room staff was so incompetent, so neglectful, that it completely turned me off to cruising with that line ever again. Now, here I am reading that the DR staff on Regent ships has gone downhill and the posters remarks sound EXACTLY like the ones I made about the carnival staff! Are they really that bad?

[HappyCruiser44]

Comparing our two cruises on Voyager last year (Med in May plus Holiday) to the ones we took the previous year and before, the quality of food and service has certainly declined. The pool grill lost orders or brought the wrong food several times- a big change from cruises we took in '05 and '06. I also agree with other posters about the harried staff in Compass Rose and the annoyance displayed by waitstaff if one asked for changes or wanted the cheese plus dessert. Tea time was a mess most days with difficulty in trying to order tea.

We have not tried Crystal but we did convince friends of ours who had cruised Crystal a few months earlier to try Regent with us on the holiday cruise. They told us they would not do Regent again given the enormous difference in service and quality of food. They did love the cabin size on Regent. Given rising fares and declining or erratic service, Regent needs to rethink its value proposition.

[Early Retiree]

Cruzndiz,
Don’t worry about your cruise. The Mariner and the Voyager are two of our favorite ships and we have cruised Silversea, Seabourn and Seadream, as well as several of the mass market lines. The only issue I ever have is that service in the Compass Rose restaurant can be hectic at times. It helps if you ask to sit in the same area each night so that the staff in that area gets to know you. We will also be on the January 15 Mariner cruise and expect it to be great.

We have cruised Regent (aka Radisson) since 2003 and have always found Compass Rose to be hectic on both the Mariner and the Voyager at peak times. Could it be improved? Yes, probably with the addition of staff, since that seems to be the problem. However, every line has something that is not perfect and we just know what to expect and always have a great time.

Merril

[Anna B.]

Early Retiree,
My sentiments exactly.......very well said! We are on the Voyager in October and reading this thread was beginning to get me down. Not any more though. Our memories of Regent are wonderful ones!

[cruzndiz]

Thank you so much Merrill.....I generally don't pay too much attention to negative reviews (I am a happy person so I pretty much have a great time EVERYWHERE I go) but when I saw so many comments about the ONLY ONE THING that has ever bothered me on any cruise I started to get worried. I'm sure I'll have a great time as will you!:D

[Wendy The Wanderer]

Whatever is the case, Regent is an enormous step up from Carnival!

I keep coming back to Regent. I like the casual atmosphere, could not cope with Crystal for that reason, nor for the set dining (that is a showstopper for us.) We also love the all-inclusive.

I think, inevitably, the level of service on individual cruises varies. We have been on Voyager twice, and the first one was spectacular (2006, a 10-day MC-Dover repo). The second was a routine 7-day caribbean last December. Everything was fine, we had a great time, but we could see that certain of the staff was frayed around the edges at times. Nobody was ever rude or dismissive, however! We're booked on the PG in 4 months (favourite destination!), and then again on Voyager in about 16 months--this time it's the last leg of a multi-segment itinerary (discovery collection), 14-days, lots of sea days, so we'll see.

[jodi lynn]

We were also on the Voyager from Aug 2nd-Aug 9th, and our experiences couldn't have been more different than the previous posters. We traveled with 2 other couples, and we had the BEST service in the world. The only place we would agree was regarding the bike trip in Helsinki, where they did end up giving us back our money, due to the weather conditions.

From the minute we got on the ship, until the minute we left, we were treated like kings and queens! We personally got to know several of the crew and they were phenominal! They couldn't do enough for us.

We had people with food allergies, and every day no matter where we were, they brought us freshly made Gluten free muffins and breads, lactose free milk, and ANYTHING else that they could do for us. They went above and beyond every time. One couple did not like their mattresses, so they switched them within 10 minutes. When they still were unhappy, they brought a board to put under the mattress. The positive instances go on and on, and we all want to book another cruise ASAP!

[KenBT]

Well not exactly sure but I plan on cruising along with my father on the Auckland-Los Angeles cruise on the Mariner departing Auckland on 12/02/08.

If I do go on this cruise we will depart Los Angeles around November 23rd- spend approximately a week in Melbourne & Sydney- then fly to Auckland
probably Dec. 1st or 2nd.

Now I have to email my request in for the usual upgrade to Penthouse A or higher accommodations or if my father isn't feeling that great my other usual suite 1013 (handicapped accessible on Deck 10).

So basically a "Business/First Class One-Way Multi-City Itinerary"- since the cruise ends in my home city- San Pedro, CA

Fly to Australia and catch the ship back home.