Concerns about Sheraton Rio

Like LindaM, I have zero interest in seeing this part of the world

They say that travel broadens the mind but in some cases the opposite is true.

This is NOT directed at most posters here who have a reasonably balanced view on the ups and downs of visiting "strange" new places, sometimes a long way outside their comfort zone. We have visited all the continents except, as it happens South America. Not because it doesn't appeal or because we think it's scary or "uncivilized" but because we've just never had the opportunity (yet).

Some of these posts are absolutely astonishing, considering that they are coming from people who are assumed to be reasonably well-traveled, as most Regent pax are.

Rio is one of the most beautiful cities in the world. The fact that Regent has chosen to contract with a mediocre hotel there does not change that.

Yes, there are indeed dreadful favelas in Rio, as there are dreadful areas of U.S. cities into which most of us do not chose to venture. Think of Watts in LA, the South Bronx in NYC, or Liberty City in Miami.

If one determined one's destinations based entirely upon the safety and comfort of every neighborhood of that destination, the list would be quite short. Lordie, there are quarters of Paris that are not safe for most tourists; but, remarkably, that does not prevent Paris from being one of the most desirable cities in the world to visit.

Some of us "well traveled" Regent customers simply do not care for Rio. Beauty is in the eyes of the beholder. It is not about crime -- if that were the case we would not enjoy Barcelona or Rome -- amongst the top 10 pick pocketing cities in the world. It is not about dirt, favelas, graffiti (the only city where we have seen more graffiti is Athens) or crime. We are happy that we have spent a couple of days in Rio but that was enough for us. Having said that, we have booked itineraries twice that included Rio but had to cancel due to flight issues -- getting into or out of Rio from Vancouver, British Columbia is difficult. Both our TA, Regent and Oceania air departments admit that there are challenges in getting flights with less than two plane changes.

In terms of the hotel, as stated previously, we would have paid to have an upgraded room at the Sheraton rather than doing our own hotel and losing Regent transfers. If we had not had Regent transfers 2 1/2 years ago, we definitely would have missed the flight. The flight was apparently held due to the large number of Regent passengers held up in traffic. Most were on the same flight (only for a short time -- the first stop was Sao Paulo where many changed planes).

Looking forward to reading the next chapter in the saga of the Sheraton Rio.

Some of these posts are absolutely astonishing, considering that they are coming from people who are assumed to be reasonably well-traveled, as most Regent pax are.

 

Rio is one of the most beautiful cities in the world. The fact that Regent has chosen to contract with a mediocre hotel there does not change that.

 

Yes, there are indeed dreadful favelas in Rio, as there are dreadful areas of U.S. cities into which most of us do not chose to venture. Think of Watts in LA, the South Bronx in NYC, or Liberty City in Miami.

 

If one determined one's destinations based entirely upon the safety and comfort of every neighborhood of that destination, the list would be quite short. Lordie, there are quarters of Paris that are not safe for most tourists; but, remarkably, that does not prevent Paris from being one of the most desirable cities in the world to visit.

Seriously not due to fear on seeing anything dreadful because my work takes me to many places, I simply have been there, done that and have no interest. That is a preference......

We are booked to stay at the Sheraton Rio in March through Regent's hotel program and are most concerned about recent comments. Who wants to start a luxury cruise with a bad hotel experience? I noted that several others have mentioned similar concerns tucked into another thread.

 

I am going to try to prompt some action before the poor experience starts. If someone can post the proper email I will try and contact Regent about my concerns . Hopefully if they read this post they may initiate some correction like a different hotel as the Sheraton Rio does not appear to warrant Regent's business .

 

Please, someone post the email I need. Thanks in advance.

It might be a little late to add this in, but we were in Rio last month at the Windsor Atlantica and Regent Seven Seas also had their own passenger tour desk/hotel guests there. The Windsor Atlantica was an a great hotel right across the beach on Copacabana. We got lucky and got a great room up on the 34 th floor.

The Windsor Atlantica was the hotel Regent had originally showed us staying at. The above comments help to explain our disappointment at being moved to the Sheraton after final pay and with no explanation.

The Windsor Atlantica was the hotel Regent had originally showed us staying at. The above comments help to explain our disappointment at being moved to the Sheraton after final pay and with no explanation.

We too got bumped and ended at the awful Sheraton Rio.

I knew we were in trouble when we got on the Regent bus leaving the airport. The escort announced that the bus would be stopping at 2 hotels....the Marriott Copacabana and the Sheraton Rio. The guide explained that those people who had the Marriott would be having a wonderful time at a great hotel in the best part of town. She concluded by saying that those of us staying at the Sheraton would see a beach.

Enough said.

I did try sending an email to Mr Kamlani . I don't know if it was received as I did not get any kind of response. I used the email address that was posted on CC.

I did try sending an email to Mr Kamlani . I don't know if it was received as I did not get any kind of response. I used the email address that was posted on CC.

Did you receive any help via your TA?

Did you receive any help via your TA?

IMO, the TA could be the root of the problem (based on what I've read on this thread). Even if what the TA said is true, Regent does have the right to change the hotel any time they wish to do so. They obviously did not change hotels to upset their customers -- there was no doubt a good reason and it probably isn't a great idea to give reasons/excuses in a public forum.

My experience with Mr. Kamlani is that he responds promptly to my emails (not that I write very often -- maybe two or three times at the most). As I said in an earlier post (there seems to be a lot of earlier posts by a lot of people:-), I hope that the email was in a positive tone rather than accusatory. A simply letter of concern - explaining the reasons why I was concerned would have been perfect (in my opinion).

In terms of Cruise Critic, I probably would have started a thread asking if other people had experienced Regent changing hotels and also if they had recently stayed Sheraton Rio (which a few posters have). Any correspondence between myself and Regent headquarters would have been confidential.

Everyone has a different way of approaching a situation. Being calm and appreciative of the many things that Regent has provided for us over the years (not just "us" -- I mean all of us) is the way I choose to go. While we may not always get the response we are looking for, the relationship with Regent management remains positive. And, as the old saying goes "I don't want to cut off my nose to spite my face" (well, the saying goes something like that):)

of the inferiority o f the provided hotel in Rio has been so widely discussed that it is surprising that Regent has silently done nothing about the situation. Why should people have to even be having this discussion at this point? If they changed the advertising to a luxury ONBOARD experience with hotel and transport included, while rather vague, would cover them for what appears to be a common bunch of complaints. The idea that passengers should have to be proactive and upgrade accomodations to receive what they think they are paying for already is absurd. If Regent actually reads these forums, why has the situation n ot been corrected? Why should travel agents have to go into battle for their clients to get what is promised? A simple fix would be for them to absorb the cost and give OBC for the hotel portion until they decide to rectify the situation. Why should someone from Regent not respond or why should people be so delicately advised, sort of, not to bother Kamlani? I am continually surprised to find out how many people who cruise read Cruise Critic for information and entertainment but have no interest or time to comment. People should rave about their entire Regent experience rather than all these exceptions that recently seem to be cropping up.

Before anyone gets crazed over these comments, they include ALL business models that don't deliver what they promise, especially when they are aware of an ongoing problem.

It is estimated that 5% of cruisers read Cruise Critic. So, one can assume that less than 35 people that will be on cruise will have read this thread. Based on posts, it seems as if there are far less than that currently reading or posting on this particular thread (that will be on the cruise).

Fizzy asks why Regent does not respond. I ask why should they? Is the expectation from posters that Regent respond to every issue brought up on Cruise Critic? Silversea, Crystal or Seabourn certainly do not respond to every issue.

I have been following TripAdvisor for the Sheraton in Rio. Not all reviews are bad..... there have been two five star reviews in the past two weeks. Here is one of them (interestingly, they stayed in the type of suite that I recommended the OP upgrade to -- at their own expense but, if you pay $xx,xxx for a cruise, what is a couple hundred dollars?)

CARLOS EDUARDO--THANK YOU”

5 of 5 starsReviewed 1 week ago

This hotel right now is an a very advanced stage in preparation for the World Cup as many FIFA delegates will stay there.

Naturally there is some noise--put up with it!

The hotel has amazing gardens-pools and above all the wonderful views.

We stayed twice recently --both of which were great stays thanks to the help of RAFAEL Head Concierge and ERIC the Duty Manager.

Just 2 of the restaurants are working right now however at least 3 more are to open providing great options.

The hotel has a delightful Executive LOUNGE on the 26th floor where it was a pleasure having breakfast daily and cocktails in the evening.

In the lounge were 2 very special people -the chef Paulo--who was most charming to his early morning guests

and

the person who was loved by all the guests was the very young waiter -age 20

--CARLOS EDUARDO.

His attention to detail--constantly smiling---ensuring that breakfast was perfect for his guests--this young man is special.

If you want a relaxed stay in RIO--this is where to go.

Stayed January 2014, traveled with friends

5 of 5 stars Value

5 of 5 stars Location

5 of 5 stars Sleep Quality

5 of 5 stars Rooms

4 of 5 stars Cleanliness

5 of 5 stars Service

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If nothing else, this thread will be instrumental for those who read it to know what might occur if they book hotels through Regent. For those who choose a hotel and willing to pay for an upgrade as well as a Regent ship as a destination, they could be content with what they actually get. For those who think that they are going to get a luxury hotel and experience the embarkation port with Regent, they should probably book independently.

TC2, I know that you did not have a positive experience in Rio, but, as a repeat visitor, I can tell you that I love the city. The Sheraton location is fine for those people who want the hotel as a destination, but one cannot walk from where the hotel is situated to the different areas. Unless you take a taxi, you are "stuck" at the hotel and that includes for meals (which do not get good reviews). We stayed in the Leblon area , but stayed in a hotel where we could walk to Ipanema and Copacabana. Any of those areas would be better than where the Sheraton is located.

Two five star reviews of a hotel, especially when one says that there is noise and to put up with it and that only two of the restaurants are open is not, IMO, a hotel that is five star.

Having to pay for upgrades to rooms when you already paid for the upgrade on Regent so that you are at a level where the hotel is included is also not five star. Having consistent service issues at the hotel is not a five star hotel. The Rio Sheraton is not currently close to a five star hotel, although, it is possible, that it might become one in time for the Olympics.

I believe that Regent (or any cruise line) is only going to respond when there is something that they are prepared to do to fix a problem. In the case of the hotel, much the same as the brown water on the Navigator, there is nothing that Regent is prepared to or, perhaps, can do to change the problem. That does not make Regent right and the people who are upset about issues wrong.

If you do a search of your past posts, you have not always taken the approach that you now appear to be taking. We all have different things that affect our approach. Advertising is having a huge affect on people I know who are sailing the luxury lines (which is definitely not 5% of all cruisers) as their expectations are based on the advertisements. Overstating what one will get leads to disappointment.

I, for one, cannot write anything supportive of Regent using the Sheraton in Rio. Not only have I read on this board, and other boards, that people sailing on Regent are unhappy with this hotel choice, I also have heard from sailing acquaintances that they had a "ghastly time" at the hotel. Regent has dropped the ball in this case and, without any additional input from TA's or passengers taking a "positive" tone, Regent should correct the error.

On that note, TC2, we will have to continue to disagree. I just want those people who are having this experience to know that there are people reading their posts who support their position. I also want people who are considering booking Regent and using the included hotel to be well aware of issues that might arise.

mariners: I don't think that we disagree that much on the issue of the hotel. The Sheraton Rio does not sound like a 5 star hotel but, IMO, does not sound like the moldy pit that was described by some at the beginning of this thread. I posted the recent review to show that progress is being made on the hotel but is still not complete. I cannot write anything supportive of this hotel either and agree that it was not a good choice on Regent's part.

In terms of pre-cruise hotels in general, our experience has been that they use 4 and 5 star hotels. Recently (last month at the Four Seasons Sydney, for instance) Regent booked guests into standard rooms The idea of upgrading at our own expense was one I came up with when faced with staying at the Four Seasons as it had some pretty horrible ratings for their standard rooms. When I contacted them by email, they verified that Regent had all of us booked in the standard room so I asked if I could upgrade. IMO, this was not really necessary since the Four Seasons is in an excellent location -- there were no safety issues -- simply very small rooms. When I suggested this as an option for those staying at the Sheraton, it did not go over well but, IMO, it could be an option that some people may want to try.

In the case of Rio, I would not want to lose my transfer from the airport as there are concerns that are different than in Sydney. First of all, I believe that the OP is only staying one night (we were staying 3 nights post cruise). Based on reviews, it will probably be okay (not great -- just okay).

You are also correct that some of my past posts are different than on this thread. This is mainly due to the fact that we have sailed with the OP (including sharing lunch, dinner and cocktails on more than one occasion). They are a very nice couple that have had TA problems in the past. This makes me question the TA more than others might. The OP is also a very experienced Regent customer (with almost as many days as we have) so I was a bit taken aback when it appeared that Cruise Critic was being used as a tool to get a response from Regent (this was my perception and could be incorrect).

One last comment about the 5% of cruisers that read/post on Cruise Critic. This is a number that has been used for years on CC. I have no idea where it came from but no one has argued the number. So, that is why I used it:-) After rereading your post, it is possible you thought I said that 5% of cruisers are luxury cruisers. I have no idea how many cruisers there are in the world and would assume that the percent of luxury cruisers would be lower.

I still don't think that we disagree that much but definitely have different views on Rio. Sometimes I wonder if I would have perceived Rio differently if we had not been at the end of a cruise -- one that started in South Africa. After seeing such beauty in places that have nothing, it was clearly a disappointment to see a city with so much natural beauty -- much of which has been covered in graffiti (fortunately, the beaches remain lovely but, at least in our opinion, there are beautiful beaches many places in the world). We also found the crime more violent (ripping necklaces off of necks, etc.). In Barcelona and most other places with a reputation for crime, you are pickpocketed or you lie your camera down for one second and it disappears.

TC2, I meant that I do not know 5% of the people who cruise luxury lines so my comment is based on the very small number of people I do know.

I do have many more people we know who are asking me about luxury cruising as the advertising in magazines, etc. has increased dramatically. They all want the "dream" that is presented and seem to miss much of the small print. That leads to disappointment. I am so glad that I am not a travel/cruise agent who is having to work through everything with the client who is expecting that "dream".

I have absolutely no idea what percentage of people, or how many people in total sail on luxury lines or, of those who do sail on the luxury lines also post on CC. Where I live, there isn't even a specialized "luxury" cruise agency. Thank goodness for the internet!

Apologies to the OP for being off topic.

Many thanks for the encouraging support and helpful suggestions. Our TA has made several attempts with Regent to get information or improve the situation. None of her efforts produced any results. She has gone above and beyond what she should be needing to do to correct a situation she did not cause.

My email to Mr Kamlani produced nothing in the way of a response from him or a subordinate he could have assigned it to. As others have suggested Regent could have responded in some manner whether obvious here or directly to the passengers affected.

Our TA who is very responsive is looking into other options for us. Anchorboy's comment from his recent Rio experience prior to his Regent voyage as described above explains why we are not willing to settle for something less than satisfactory. Why waste 24 hour in Rio in a poor situation.

I will post what our hardworking TA manages to produce for us.

Again, thanks for the much valued support.

Our wonderful TA and the agency she represents are treating us to a night at the JW Marriott no thanks to Regent. She is looking into transfers for us as well. After reading the reports about the Sheraton Rio they did not want us starting our "luxury" cruise under substandard conditions. We are most pleased at the way they take care of us.

I never did get any type of response from my communication to Mr Kamlani but decided it was time to let go of that disappointment. Now it is time to look forward to the cruise itself.

The above experience is proof yet again how important it is to have an excellent TA.

Assume this is a TA that you have been working with since last March when we spoke onboard the Mariner. Good to know that you found someone new that not only meets your needs but pays for your hotel and transfer. Your experience may encourage others to find a TA that supports their clients (if they are not happy with the one they currently have).

I do hope that someone from your cruise posts about the Sheraton Rio. Every month that passes the hotel is getting closer to completing a major renovation. Indications are that it will be a four or five star hotel.

Ann, happy to hear Shel and you get to jump start your pre Regent cruise in a first class manner thanks to your TA. We have used a few top luxury (top Regent seller) TA's in the last ten years. Not one of these luxury TA's come even a smidgen close to the professional care, value and over the top pre cruise, during cruise, post cruise service that your TA/our TA provides their clients.

Thanks, Wes for sending us in the right direction.

TC, you are correct when you tell people how important it is to have the right TA.