Silversea Cruises Anmeldelser 36

On taking a cruise on the Silversea wind expedition cruise to Antarctica this must have been the worst experience of my entire life ruined at great expense by Silversea. See below the key points noted, and this can be verified by photos, ditto with the own admission of the staff that this ship, food, and facilities were terrible.
Please see below a few bullet points, and I can tell you there are quite a few more not listed
1.on landing Santiago walked over 30 minutes up and down lifts and ramps to cheap to pay for pick up drop off and crammed in dirty van
2.total chaos in booking in to hotel overnight stay, and and chases in morning fly down to embarkation point in Puerto Williams, stuck in filthy shed for 2nd flight
3.Balcony room 6th floor smelled drains and most passenger corridors, silversea response it and old tired boat
4.Sheets yellow and ripped, duvet delaminated and smelly, these were replaced
5. Towels so old and yellow replaced through t the trip with new towels
6.Dirty ripped curtain lining
7. Ventilation not working
8.Cutlery and table linen blunt too old and with holes partly replaced at every dining
9. Ran out of many products on trip and eventually ran out of vegetables, and had to stop uncomfortably through dining while other ship stocked partly
10. Food so bad, over salted, same menus, cheapest ingredients ,had food poisoning 1st day
11.Expedition leader Mereeke non stop self gratification
12.Boot room so small 4 benches group of 40 people
13.Severe safety failure on fire exit corridor being blocked with queueing passengers warm towel dispenser adjacent boot room which I noted to staff and ignored but will be writing to IMO about this
14.Flooded bathroom every night leaking shower
15.Dirty leaking windows in dining area, patched up with mastic and rusting next to where you ate, smell of damp
16.China so old pattern washed off
17.Bathroom floor cheap laminated and not non-slip
18.Brown and grey water coming from taps
19.Being stuck in dirty old shed at Punta Arenas for 2 hours awaiting hopper flight
20.Repairs and loading, unloading outside window last night, up to 11pm, note alternative room offered at 11pm seriously, then being harassed by busing and knocking at our door at 11.45pm by manager
21.staff and management poorly trained to be in restaurant and some nights chaos
22.Butlers and cleaning poor slow, wrote name in dust on shelf and there 3 days later
23.Staff uniforms dirty and tired
24.Doors rusting in room and stained, gaps.
25.Flickering lights all over boat in evenings, and dirty stained light fittings
26.carpet delaminated from wall
27.Stomach bug on ship for a few days, no life belts cleaned or sanitised when getting on and off boat, using someone else’s contaminated belt thrown in barrel as staff too lazy to carry out, under the miss-guidance of Mereeke

Well I could go on about this”ultra luxury cruise” stated by Silversea, and it was summed up by most of the staff that the boat is so old and they get the same complaints every time. Thanks Oskar

If I could score less than 1 I would have, but the route was fantastic and scenery amazing (thank goodness for Mother Nature)

The Royal Caribbean bean counters have nailed shut the coffin of once great Silverseas. I have spent over 500 sea nights with them, and after our last two cruises the bean counters have now driven me away.

This is meant to be an Ultra Luxury, all inclusive cruise, but recent and continuing cuts have turned Silversea into "Celebrity with a bit more room per passenger"

Others have covered the list of parsimonious cuts that have removed "ultra luxury" from the brand. Here is (part of) my list

#On a recent NW Passage cruise, costing over $40000, they wanted $100 for boot rental. You cannot do the expeditions without boots
#The free wifi has been downgraded to something that does not work, in order to get you to pay $30 a day for something that is usable
#The cost of eating in La Dame has tripled to $180. If you add on the $50 or so that you are already paying for a meal, at $230 a head this is 2 star Michelin territory, this food is no 2 star Michelin
#The quality of wine in the restaurants is what I can get for $3 to $5 a bottle in Spain. Their wine is worse than that , and from obscure vineyards in Italy and South Africa. And the sommeliers are untrained
#They abolished butler greeting and champagne on boarding
#They abolished Bulgari toiletries and have a cheap own brand instead
#they have even halved the size of the bar of soap from 75gm to 45 gm
#They have taken away Heidseck champagne and now use a cheap unknown brand
#The measures poured in the bar have halved. The range of drinks in the bars has been cut substantially
#Food has been downgraded in quality. Basically Celebrity food now
#The only "free shore excursions" are now a standard packed bus round the area with one guide. All others are now $100 plus. We recently ended up with 42 people going all together round an underground cave system for over an hour
#Butlers are now just room attendants in fancy dress with no idea of buttling
#Expansion of ships by Silversea has led to around 50% of the staff being new to cruising. They are untrained. Hence long waits for food in restaurants

There is no point in contacting "Guest Relations", they do not reply - I have tried many times

The Bean Counters killed British Airways with their cuts, and now it is being done by another group of heroes to Silverseas. The gadgetry is that these bean counters are probably being promoted by RC for the "saving" that they made

What a shame missed port which was highlight of holiday told before sailing but not enought time to cancel, and false reason given, new years eve a damp squid, restaurants in chaos and trips worst ever taken on a cruise would have been better to have stayed at home. Shame expectations were so high at the start

Used to be a pleasure to sail with but now wrecked by Royal Caribbean Bean counters.

Beverages running out, poor menu choices available now are but a few of the gripes. Having sailed with just a few days under 150, I'm afraid to say, Ive sailed my last SS cruise.

Dismantling the various location offices and out basing to the Philippines really is not luxury. You need people who know what the product is all about.

In today’s world, WiFi should be a basic amenity. But instead, they deliberately cripple their “free” version to make it practically unusable, only to demand $30 per day for anything functional. This is outright exploitation. With plenty of competitors offering quality service and decent WiFi, think twice before choosing them. It’s absurd that such a cruise line feels entitled to rip off its customers over something as essential as WiFi.

I’m on board the Silver Muse now, and it has taken me 30 minutes just to post this.

What a pity - we went on a cruise with this company and it was superb.

However unfortunately I have needed to make some changes and dealing with Michelle Lopez Silva has been a tedious and unprofessional affair - but from the other reviews it seems like this is a normal occurrence

A1 service in every way a wonderful experience highly recommended. If you want 6 star service and an amazing experience Silver moon is your dream ship. Faultless. We had the best week totally blown away by it all and not much blows me away but this has completely.
Special mention to Jack and Aristotl in the Salt restaurant these two guys are an asset to Silverseas. Thanks for a memorable 50th Birthday on board Silvermoon. Best regards Jo & Jason Wilkes

Since Royal Caribbean has taken ownership the company is no longer 6-star; at best it's a 4-star cruise line for the moment. Welcome onboard no longer offers a butler greeting or champagne; instead you get handed a face towel - thats it!
RCCL has cut everything; all the extras in the suites, and in fact, the Silversea ships are now instructed to use at least 30%+ frozen fruits and vegetables onboard; in dishes where it will not be noticeable; drinks, smoothies, desserts, steamed veggies, stews, soups. RCCL appointed a new CEO, and many new SVP's across the Silversea fleet in all departments. They are replacing all Silversea procedures with RCCL procedures in an attempt to aggressively cut costs and create revenue. Cheaper brand of champagne onboard now. Many previous in-suite amenities have been eliminated or must now be requested. The only water you get in your suite now is the filtered water called Vero which they refill the bottle onboard. Food portions are getting smaller. For proteins in the buffet, they are offering more cheap fish and less premium meats, roast beef, hams etc.
They are moving away from included excursions to where all excursions will be chargeable. And to save money, Silversea is tendering more and more each cruise, instead of docking to save the port fees. This means docking further away from the centre of towns and having to use limited shuttle bus services. It's cheaper for Silversea to hire 1 or 2 buses than to pay docking fees.
And don't be surprised if they add more tendering ports as your cruise progresses. It was happening every cruise. It's an ongoing attempt to cut costs at the expense of the guest experience. But they're not worried because they've now grouped the RCCL, Celebrity and Silversea loyalty programs into ONE!
As such, whatever Silversea guests they lose as a result of all the cutbacks, they can easily replace them with guests from Celebrity and RCCL because their loyalty level at RCCL /Celebrity will be recognised equally with Silversea Cruises.
For the money you are spending on Silversea cruises, you should expect a luxury experience without compromises or excuses.

The booking experience is terrible. Poor customer service, hardly respond to emails or calls and never come back with fulfilled requests. I had used free cancellation option for Antarctica cruise while booking and had to cancel well ahead of 6 months before the sailing date. Received cancelation confirmation on time but no refund yet, it's been a month now. I haven't received even an email response to my multiple emails to various departments. It's horrendous. I wonder how they might be treating their customers on board. Pathetic!!

On February 15, 2024, my wife and I booked a 32 day door-to-door cruise ( 11/18/24 - 12/20/24 / Cairns, Australia to Auckland, NZ) on the Silver Nova. For the next 11+ weeks our dealings with SiverSea’s transportation department were very difficult to the point of exhaustion. Having been presented with one abysmal flight itinerary after another, we canceled the trip a couple days ago.

One would think that when offering a “door-to-door“ travel experience, they would be prepared to define that experience before the reservation is made. Their claim that a client must book a reservation before they can advise on the specifics of air travel is eerily similar to a “pay-to-play” scheme that one would not expect from a “high-end” operation. The $250/person “administrative fee” they charged us when we canceled was just sad.

We have spoken with others who had similar experiences with SilverSea. If you care to hear more of the specifics, please feel free to contact me.

Sincerely,
Patrick McBride
Scottsdale, AZ

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I’m going to entitled this review beginning and endings.

We’ve just returned from a 31 day cruise from New York to Lima with a number of stops on Caribbean islands.

The beginning and end were disasters. We arrived in New York after a lengthy flight. We were met by the reps who asked to to wait with a number of other guests. After waiting 45 minutes and complaining we were told that the transport had been delayed but another had been organised. It arrived. We all piled in to a very overcrowded minibus for our journey to our hotel. To make matters worse we picked up 2 more customers to have a very uncomfortable 90 minute trip to New York.

The following day we had hoped for a walk around the city before boarding the ship. Unfortunately there was then a massive queue for breakfast, most of them Silversea guests. We were eventually offered breakfast 30 minutes later.

After a very brief walk we vacated our room. We had to be out by 11.00 am even though transport to the ship did not start until 11.45. More than a hundred guests were then waiting in the lobby with only 2 toilets for the transport to arrive.

It was similarly poor on the way home. We were kindly offered a day room in a hotel,in Lima as our flight was not until 10.15. There were a significant number of guests offered the same facility. However, it would seem that Silversea did not arrange sufficient transport. There was not sufficient space for all the luggage in the underneath of the coach and so 6 or 7 cases were piled in with the guests. Had there been a fire on the coach none of us would have survived. When we arrived at the hotel the idiot boy who was our rep got off the coach and started unloading bags from underneath the coach. The guests were forced to move the bags themselves in order to get off.

Silversea cannot describe the service as 5 or 6 star with the shambles we experienced.

Turning now to the cruise itself which is why I have given Silversea 4 stars. I cannot fault our cabin or the ship. Star were invariable polite and friendly. Not all the staff were competent and some needed further tracing but when issues were raised they were dealt with. I enjoyed the food and there was plenty of variety.

Most of the excursions were brilliant. I particularly enjoyed a jeep tour, some Turks and swimming with sea lions. Others were pretty poor. Avoid the excursions which a long coach rides which are usually pretty bad. On one occasions we’re due to visit some caves but there was at least 60 people on the coach. We got off and did our own thing.

My one objection to the cruse itself was penny pinching. The internet only allowed you to use one device at a time and was pretty slow. You could upgrade to faster broadband for more that one device at a cost of several hundred pounds if I am paying that much for a cruise I expect the best quality internet to be included.

The cost of visiting the La Dame restaurant was extortionate at about £200 extra per person. We didn’t go but those that did go say it wasn’t worth it.

Stop the penny pinching.

However, on the whole we loved it and will probably go again but Silversea could do much better.

Absolutely shocking! They market them selves as 6 stars! You get 1 star service! Continually having to chase things, email after email, call after call with them being dropped, transferred to departments that are closed! Having attitude given over the phone causing you to loose temper and then being told they don’t like your attitude! Well maybe if you did your job correctly and offered 6 star customer service you’d have no issues! Would not recommend to anyone! Issue after issue!

Just returned from a cruise around the southern Caribbean. Every interaction with Silversea has been exemplary, from booking (via a travel agency) to our return home. This was the most relaxing cruise we've ever experienced, made all the more so because you're not constantly signing for extras throughout the cruise. If we hadn't used the spa our extras bill would have been zero.

Our cabin, which was a mid grade one, was incredibly comfortable and spacious, the room attendants and butler were wonderful people who couldn't do enough to help.

In fact it's fair to say it was the crew that made cruising with Silversea so memorable and for all the right reasons

Silversea sits in a category often labelled as "ultra luxury" and it's a fair description of the experience. Is it expensive? well it's not cheap, but neither is it expensive when you consider the experience in its entirety. Would we go with Silversea again? Without a shadow of doubt, and on the cruise we met so many people who were repeat travellers, which itself attests to how good the experience is. We loved every moment of our trip

Man stelle sich vor, dass man den Werbeversprechungen von „Silversea“ - eines der renommierten Luxuskreuzfahrtunternehmen - keinen Glauben mehr schenken darf?!? Das Management wirbt in jedem Werbeauftritt permanent mit dem Versprechen von beruhigtes Zurücklehnen beginnend beim Buchen bis zum „door to door Service“! Der Brand Silversea ist, kurz zusammengefasst, auf das Versprechen ausgerichtet „Luxus auf hohem Niveau, sich um nichts mehr kümmern zu müssen, sich entspannen und geniessen“! Die Vorstellung vom CEO Roberto Martinoli von Frau Barbara Muckermann (Chief Commercial Officer) vom 23. Juni 2021 unterstreicht dieses Vorhaben eindrücklich, dass man mit Frau Muckermann „den gastorientierten Ansatz über alle Vertriebs- und Marketingkanäle stärken will, um das Kreuzfahrterlebnis für die Gäste weiter zu verbessern“. Da kann Frau Muckermann gleich beim Buchungsprozess beginnen. Die Agents beherrschen nicht einmal die Basic‘s einer Kundenbetreuung. Angefangen bei der Nichteinhaltung von Versprechungen (dokumentiert in mehreren e-mails) und keinerlei proaktive Ansätze bei der Beratung und Betreuung. Zum Beispiel: Plötzlich kann man die Verlängerung in Silversea Vertragshotels nicht länger als drei Tage buchen (offenbar auch nicht zum normalen selbstbezahlten Hoteltarif?!?) und empfiehlt „man müsse dann eben selbst ein Hotel buchen“. Verschweigt jedoch, dass dann der Privattransfer Schiff/Hotel und Hotel/Flughafen nicht mehr gewährleistet wird, welches ein Teil des Komfort-Versprechens der Silversea ist. Vielleicht sollte Frau Muckermann sich bei ihren hochgesteckten Zielen grad in diesem Zusammenhang bei sich selbst anfangen. Eine Mitteilung (Hilferuf) an sie auf ihren LinkedIn Account blieb unbeantwortet!!! Die gebuchte Reise steht für uns für eine besondere Zeit mit mehreren runden Jubiläen. Gerade diese Reise Australien / Neuseeland mit der „Silvermuse“ hat sich meine Frau zu ihrem 50igsten Geburtstag aus mehreren Gründen gewünscht, zum einen die Destination, der Zeitpunkt und zum anderen die „Silvermuse“. Letzteres deshalb, weil wir vor einigen Jahren beim Schlummertrunk in Venedig auf dem Markusplatz plötzlich die Silvermuse auslaufen sahen und wir uns bei einem Glas Champagner versprochen hatten mit diesem Schiff auf eine Reise zu gehen. Und genau dieses „Geschenk“ wird bereits bei der Buchung mit einer derartigen Behandlung des Kunden extrem geschmälert und damit die Vorfreude genommen. Die Silversea ist uns bekannt und wir hatten bereits einige Kreuzfahrten auf deren Schiffen genossen. Der Service an Bord war jeweils exzellent! Umso weniger verstehe ich dieses Vorgehen. Als Kunde ist man offenbar auch bei einem Luxusanbieter hilflos. Selbst der schriftliche Hinweis - ich möchte mit einem Supervisor in dieser Angelegenheit sprechen - bleibt unbeantwortet. Dass ich unter anderen Umständen diese Reise stornieren würde liegt auf der Hand, aber das einmalige Zusammentreffen von eigentlich freudigen Ereignissen lässt dies leider nicht zu!

Booked a cruise around the UK from, and back to Tower Bridge in November 2018. Paid in full December 2018.We were to travel 13th May 2020
In March 2020 the country went into lockdown, particularly badly hit was London.
The cruise was cancelled, as was always going to happen, on 24th April. This in my view was far too late, as with the circumstances as they were it would have been extremely stupid for a cruise to depart from London, with I suspect many people who were over 70 and considered vulnerable. We were in that category. I telephoned Silversea several times, to always be told the same "at the moment the cruise will still be sailing"
We now have to wait between 60 and 90 days to be refunded a considerable amount of money because they have insufficient staff to deal with the demand for refunds. Why? Because they have furloughed the staff and our government are paying them.
They will have had our cash for over 18 months, assuming we get our refund in their timeframe.
The staff on the telephone are very polite, and I feel sad that they work for such a poorly run company. Apparently they didn't see this demand coming!
It was the first cruise we had booked with them, we did it on recommend, but would never use them again. Other cruise companies are treating customers much better.
Very Disappointed