Onboard Marina Now

[LHT28]

3 hours ago, BWV said:

Thanks-we’ll give them this information but will say we won’t really know until we arrive 

The port schedule  is here

https://www.portofkiel.com/files/pok/Downloads/Kreuzfahrerlisten/Kreuzfahrtliste.pdf

[BWV]

3 minutes ago, LHT28 said:

The port schedule  is here

https://www.portofkiel.com/files/pok/Downloads/Kreuzfahrerlisten/Kreuzfahrtliste.pdf

Excellent-thanks! Other port schedules I found weren’t as specific as this

[LHT28]

Just now, BWV said:

Excellent-thanks! Other port schedules I found weren’t as specific as this

Some are better than others 

🙂

 

[grammylb]

We will be joining in Oslo...it looks like your nice weather isn't going to hold...all I'm seeing is rain...

[curmudgeon98]

I feel like there are definitely some weaknesses in crew training/management on a number of the premium lines.  I'm suspecting that some of the better mid-level supervisors found other things to do during the covid shutdown, and have chosen not to return to the business.  Cruise lines have always had to manage integrating new crew into their systems, but not everyone who can do a job themselves is able to effectively train others to do the job.  

 

That seemed to be an issue on a Seabourn cruise we took last summer, and also a recent Regent cruise (perhaps exacerbated by a large turnover from the end of the world cruise).  Interestingly, we had really faultless service on an Azamara cruise last year (maybe because they poached the most experienced crew from their other ships to give a good start to their newly acquired one that we were on).  I could see service getting better in general over the next couple of years as cruise lines build up a deeper bench of experienced crew and supervisors.

[babysteps]

Local port reps seem to vary widely in knowledge and personality. One time the rep held onto their last map so all of us could at least take a photo.

 

I like to use a free gps app, you do have to download the appropriate map when connected to data, but it doesn't use data while out and about. Still not paper obviously... 

[Sujormik]

I’d personally like to see the Destination Services desk know something about what each tour does. Re the tour today, she told me it was something about making champagne. Which it wasn’t, at all.  Our tour lost 4 people this morning because the escort/guide had us meet at 10:43 and we left the spot at 10:45. 2 couples were late and our group wasn’t counted right before we left. 
 

Overheard 3 tables at lunch discussing the poor service.  Just glad it’s not me imagining it!

[PaulMCO]

15 hours ago, curmudgeon98 said:

I feel like there are definitely some weaknesses in crew training/management on a number of the premium lines.  I'm suspecting that some of the better mid-level supervisors found other things to do during the covid shutdown, and have chosen not to return to the business.  Cruise lines have always had to manage integrating new crew into their systems, but not everyone who can do a job themselves is able to effectively train others to do the job.  

 

That seemed to be an issue on a Seabourn cruise we took last summer, and also a recent Regent cruise (perhaps exacerbated by a large turnover from the end of the world cruise).  Interestingly, we had really faultless service on an Azamara cruise last year (maybe because they poached the most experienced crew from their other ships to give a good start to their newly acquired one that we were on).  I could see service getting better in general over the next couple of years as cruise lines build up a deeper bench of experienced crew and supervisors.

Exactly right on point..  Not only are the cruise lines desperate for staff, but they are hiring staff who have never cruised. 

 

Our last Oceania (in January), Regent in December, Seabourn in July and May all had issues.  Regent was less so since it was on their number one ship Splendor. But we had the same comment on Marina, for me the issue was there was no one doing training (except in Terrace).  Seabourn had the worst service in the Restaurant last month.  Management is to blame for lack of training.  Seabourn blamed it on the numbers of people.

 

The funniest example was on Seabourn last July.  Two waiters we knew from Crystal joined Seabourn.  They were given 1 day of training on the IT systems and processes in the Colonnade.  They started working and within a week they were asked to train all of the assistants,,,,  Needless to say, they were our go to waiters for dinner.  But when we left the ship 3 weeks later, those two waiters had a well synchronized staff.

Edited June 25, 2023 by PaulMCO

[shepherd really]

2 hours ago, Sujormik said:

I’d personally like to see the Destination Services desk know something about what each tour does. Re the tour today, she told me it was something about making champagne. Which it wasn’t, at all.  Our tour lost 4 people this morning because the escort/guide had us meet at 10:43 and we left the spot at 10:45. 2 couples were late and our group wasn’t counted right before we left. 
 

Overheard 3 tables at lunch discussing the poor service.  Just glad it’s not me imagining it!

Why should those who are on time wait for thoughtless people who can't be bothered to be on time?

[Sujormik]

3 hours ago, shepherd really said:

Why should those who are on time wait for thoughtless people who can't be bothered to be on time?

Oh I’m agreeing with you.  But the guide acted all surprised and she didn’t count.  Also we had several older folks who walked very slowly, their late arrival could’ve been related.  Overall just thought it wasn’t handled great.

[shepherd really]

16 minutes ago, Sujormik said:

Oh I’m agreeing with you.  But the guide acted all surprised and she didn’t count.  Also we had several older folks who walked very slowly, their late arrival could’ve been related.  Overall just thought it wasn’t handled great.

Understood, thanks for clarifying that.  The issue of the tour not matching the description is certainly something to bring up to destination services.  Was it at least wine related and was there any mention of why it was changed?

[Sujormik]

1 hour ago, shepherd really said:

Understood, thanks for clarifying that.  The issue of the tour not matching the description is certainly something to bring up to destination services.  Was it at least wine related and was there any mention of why it was changed?

Honestly it was weird. The walk in the town had nothing to do with wine.  They let us up to a viewing spot in a church and had mimosas. Warm mimosas. Just odd. And why have a walk though a town when everything is closed? We knew going in that it was a Sunday, just felt so deserted! 

[sidwich]

8 hours ago, Sujormik said:

I’d personally like to see the Destination Services desk know something about what each tour does. Re the tour today, she told me it was something about making champagne. Which it wasn’t, at all.  Our tour lost 4 people this morning because the escort/guide had us meet at 10:43 and we left the spot at 10:45. 2 couples were late and our group wasn’t counted right before we left. 
 

Overheard 3 tables at lunch discussing the poor service.  Just glad it’s not me imagining it!

 

Seriously.  I had to go to Destination Services regarding an excursion I had booked which I discovered had substantial changes (as in, 75-80% of the tour was going to be changed from its original description).

 

So I went to the Destination Services desk to inquire about what the changes were going to be, and the young man at the desk printed me up the description of the tour.  It was the ORIGINAL description of the tour.  Which didn't include the changes.

 

I asked him to try again.  He takes a closer look and goes, "Oh, you're going to this museum," and points at the name of a museum on a sheet of paper.  The name of the museum is in JAPANESE.

 

I tried again.  "Do you know what's at this museum?"  He finally looked up the museum which as it turned out, had nothing to do with the original topic of the tour.  I ended switching to another tour (which was very nice).

 

We also had another incident on an Oceania excursion.  At Okinawa, there was an announcement that morning that the ship was going to be leaving earlier than originally planned.  Well, no one mentioned it to the local tour guide, who had it in his planned itinerary to return us back to the ship at a time that was going to be after the ship left now.  He had to be constantly reminded (by us, his excursion-goers) to get us back in time!

[Sujormik]

On 6/22/2023 at 11:30 PM, mauibabes said:

@Sujormik, If I may offer a suggestion.  It is time for you to ask to speak to the Food and Beverage Director since He/She owns all the people with whom you are having issues. We have had some pleasant conversations with the F&B in the past and I assure you, they will receive and respond to your message. This will beat the Mid Cruise survey for immediate action. 
After you have spoken to F&B, we are interested in hearing from you about your ensuing experiences.

Mauibabes 

Submitted my comments survey and after hearing at lunch that many people are having similar concerns I’d planned to speak to F&B. When we returned from our tour there was a message from the head butler about my comment re calling housekeeping.  He was very nice, understood I wasn’t so much complaining as I was surprised by the response.  Anyway, he seemed to understand me and hopefully that’s no longer an issue.

 

Then we had dinner at Red Ginger and it was very clear they knew who we were. Had an excellent waitress and assistant, they were attentive and responsive, even refilled our ice several times🤣.  I guess it’s true what they say about the squeaky wheel….

 

The hostess there commented about my snazzy outfit (fancy jeans!) and as she walked us out (!) acknowledged and thanked us for our comments, asked about our dinner, etc. Things that should be standard (well, maybe not complimenting my clothes lol) for everyone. I didn’t want obsequious, just attentive, I assure you! But if it means they’ve learned something and take it to heart, then I’m glad I spoke up.  
 

My husband is a management consultant.  We’ve talked a lot on this trip about service and training, demanding customers and all that.  I’m going to try travel agent-ing (yup, created a verb) and so all this is experience and training for me.  Thanks everyone (who allowed me to hijack the thread a little) for your input.

[vlthom]

We had dinner in Toscana last evening.  Overall, it was good.  Service was attentive.  Food was good.  They again have the olive oil service/selection via cart.  On our last cruise on Regatta, this was missing so it was nice to see it restored.  We wish they still had the chunks of parmesan.  Our meal was very good.  I was disappointed though that my favorite wine was out of stock.  Also, coffee at the conclusion of the meal was poor.  My cappuccino was lukewarm and DH ‘s decaf never arrived.  We could have asked about it but he’d lost interest.  So, we just left.  We had an early reservation and from what we’ve seen, service is very good until they get busier, then things start to suffer.

 

On another note, DH was in the Concierge lounge early this morning (before 6am).  He said that a staff member was restocking and brought in a full platter of cookies - 4 different kinds and probably 2 dozen in all.  DH left briefly in order to bring me a cup of coffee in our cabin.  He then returned and found that during the interim, someone had cleared almost all of the cookies (in less than 5 minutes).  No one was in sight.  So, someone seems to appreciate the cookies or else they are in for a rude surprise!

[Cruzin Terri]

I made a comment on the mid cruise survey regarding the service in the GDR.  I put it in the box yesterday morning.  In the afternoon I received a call from the F&B manager to discuss my comments.  So they are interested in improving the service.

 

[LHT28]

Well if they do not know there is  an issue  they  cannot  make it better

 

Yes the squeaky  wheel  does get noticed  & without the yelling 🙂

[Cruzin Terri]

5 hours ago, LHT28 said:

Yes the squeaky  wheel  does get noticed  & without the yelling

Well, this squeaky wheel did not produce any results in Polo.  

Tonight we both got the wrong appetizer.  When the right ones came one had to be sent back.  My French Onion Soup was cold.   Then when we received our entrees both of us received cold mashed potatoes.  So we had to send them back.  Finally we both asked for tea after dinner.  No spoons with the cups and saucers.  No milk.  Had to ask for everything.  

I would think that after my conversation with he F&B manager on the phone, they would have taken care that things would go right for us the next night.  Not even close.

[LHT28]

12 minutes ago, Cruzin Terri said:

Well, this squeaky wheel did not produce any results in Polo.  

Tonight we both got the wrong appetizer.  When the right ones came one had to be sent back.  My French Onion Soup was cold.   Then when we received our entrees both of us received cold mashed potatoes.  So we had to send them back.  Finally we both asked for tea after dinner.  No spoons with the cups and saucers.  No milk.  Had to ask for everything.  

I would think that after my conversation with he F&B manager on the phone, they would have taken care that things would go right for us the next night.  Not even close.

OH   that is not good

Did you speak to the Manager or Maitre'd ?

 

 

 

 

[Cruzin Terri]

27 minutes ago, LHT28 said:

OH   that is not good

Did you speak to the Manager or Maitre'd ?

 

 

 

 

Not around when we left.  I will take care of it tomorrow morning.

[roberts2005]

When we’re on Marina last October we were told by many of the staff that they were moving to Vista.  Is that part of the problem?

[jonthomas]

thank you to all of you that are following up when things are not what they should be...

 

only if we speak up, will they know and maybe improve....

 

we are on the unrefitted marina in November,  TA, 22 days....BCN to MIA

[Sujormik]

1 hour ago, Cruzin Terri said:

Well, this squeaky wheel did not produce any results in Polo.  

Tonight we both got the wrong appetizer.  When the right ones came one had to be sent back.  My French Onion Soup was cold.   Then when we received our entrees both of us received cold mashed potatoes.  So we had to send them back.  Finally we both asked for tea after dinner.  No spoons with the cups and saucers.  No milk.  Had to ask for everything.  

I would think that after my conversation with he F&B manager on the phone, they would have taken care that things would go right for us the next night.  Not even close.

Yesterday the staff at Red Ginger was all over taking care of us. We had a decent server this morning.  But tonight at Toscana was pretty bad.  We were simply poured olive oil, no discussion or choice, a bummer because my hub adores olive oil of all stripe.  The artichoke bottom app is premade so they couldn’t leave off the shrooms (a very huge deal to me), so I asked for the red pepper flan with a Parmesan sauce…really intrigued me!  Never received it. 😳

 

tThey seem to be tremendously understaffed.  Again the wait for water refills, ice, plates being cleared, etc was interminable. Dirty plates sat on our table for a very long time without being cleared.  
 

The “carbonara” was sort of an Alfredo with some prosciutto maybe….it was not served Al dente (actually pretty mushy) nor hot and it was not good. Requested lemon for the veal Milanese never came.  When we left I mentioned to the waiter that I never received my flan and he said I canceled it.  Which I didn’t.  And I should let them know if something isn’t served, but I kept thinking maybe it would come after salad, after pasta course, etc.  He apologized.  Manager never addressed us, making me doubt the sincerity of the Red Ginger messages one day ago.

 

Yes, I will speak to F&B tomorrow, just wanted to share another update.  People all over the ship are talking about service lapses, we’ve encountered many comments, complaints about excursions…

 

Tonight was the first food item I thought wasn’t up to par but again the service has been a huge strike. 
 

Hoping for better luck tomorrow!

[Cooljourney]

4 minutes ago, Sujormik said:

Yesterday the staff at Red Ginger was all over taking care of us. We had a decent server this morning.  But tonight at Toscana was pretty bad.  We were simply poured olive oil, no discussion or choice, a bummer because my hub adores olive oil of all stripe.  The artichoke bottom app is premade so they couldn’t leave off the shrooms (a very huge deal to me), so I asked for the red pepper flan with a Parmesan sauce…really intrigued me!  Never received it. [Clipped]

 

 

We are definitely worried about this. Our cruise on the Marina starts on July 1st. It is our first in over 10 years. We decided to go "upscale" with Oceania and we were hoping that the hiccups would be minimal. While I will do it if necessary, having to talk to managers every day or so to get reasonable service is IMHO very unreasonable. I will keep an open mind and try to be flexible, but I am concerned nonetheless. Thanks to all for your updates, it really does help.

[Hanoj]

4 minutes ago, Cooljourney said:

 

We are definitely worried about this. Our cruise on the Marina starts on July 1st. It is our first in over 10 years. We decided to go "upscale" with Oceania and we were hoping that the hiccups would be minimal. While I will do it if necessary, having to talk to managers every day or so to get reasonable service is IMHO very unreasonable. I will keep an open mind and try to be flexible, but I am concerned nonetheless. Thanks to all for your updates, it really does help.

I agree.