When Regent Seven Seas Cruises posted a poll on Cruise Critic seeking out preferences as to dress code I smirked. I "knew" the decision has already been made to go casual. That poll was, to be sure, more like a lawyer looking for support for a position than a scientist looking for data. And, alas, any good lawyer knows to never ask a question if you don't already know the answer.
Let me explain: Cruise Critic may be the largest community for cruisers in the world, but it represents far less than one (1%) of the cruising population. Just take a look at the poll itself. As of today there were only 443 votes...less than the number of guests found on the Voyager or Mariner at any time (even including if occupancy is little more then half full)...and about what you might find on the Navigator. So there can be 1,850+ guests (plus 3rd and 4ths) on three ships at any time. Then consider that the poll was conducted and the decision decided in little over a month; so figure conservatively 3 voyages x 1,850 guests = 5,550 guests stays in the month. The poll represents less than 1% of the sailing guests over that brief period.
But it is actually less relevant than that. Why? First, because there is no way to know that everyone that voted has (a) actually sailed on Regent; and, (b) actually has any intention of sailing on Regent in the relevant future. And I am sure there are those with multiple sign-ins.
Of course the biggest reason to question the 66% in favor of a "causal only" dress code is because the demographics of who even knows about Cruise Critic vs. those that only lurk vs. those that actually post vs. those that actually cruise on Regent essentially renders the statistical validity of the query worthless. (Of course it also seeks to justify offending 34% of the CC voters who want formal nights...and in this market offending such a large population is generally avoided at all costs.)
And then, of course, is the announcement on Cruise Critic by Mark Conroy, President of Regent. He states, in part, "Most importantly, the recent poll on Cruise Critic showed that the majority of current guests and those that are considering sailing with us support a slightly less formal dress code – two thirds of those who voted are in favor of an Elegant Casual evening dress code." Wait a minute, 293 people voting on Cruise Critic are the "most important" factor in making the decision. Sorry, I am not drinking that Kool-aid.
By now you must be wondering, why all the statistical mumbo-jumbo. Because the "justification" comments are just silly. If Regent really wanted to know what its guests thought, they already knew what to do: Have some focus groups onboard and in local events (like they did when designing the now abandoned new ship) or have a brief telephone poll.
Please understand that I am not protesting the Regent decision. I think it is part of a plan that is long over due...and, for what it is worth, I support it. I think Regent is quickly becoming an inclusive Oceania-type product and that result will be many more happy guests, less frustrations for management and guests, and a much easier time marketing an actually achievable product to an audience that is very receptive to "free" being a better thing than "value".
While there are less and less people that compare Seabourn and Regent (due to the change in product), a July 10, 2010 11 night cruise on the 700 passenger Mariner departing from Rome starts at $8,060 per person (or $732 per day) per person. A July 3, 2010 14 night cruise on the 200 guest Seabourn Legend departing from Rome in a French balcony suite starts at $8,549 (or $610 per day) per person. So for the 11 days a guest is paying $1,342 more for the Regent cruise (11 days x $122 per day higher rate). Right now the airfare for those cruises, booked privately, is under $1,000. Throw in a couple of "free" tours and you are essentially paying the same price for the Regent cruise as you are the Seabourn cruise.
Remember, though, on Seabourn you are on small ship with higher level of personalized service, a finer level of cuisine, a more refined cruise experience (of course, with formal nights), no lines and access to smaller ports and/or locations in town rather than being bussed to it.
Now does that mean that you should book Seabourn over Regent? No! It means that you now have two decidedly different products to choose from. Just don't think because Regent says things are "Free, Free, Free, Free" there is actually any "value" in excess of what, for example, Seabourn offers.
As a travel agent I am thrilled that there is now a defined difference. I feel far more comfortable selling Regent because it is making it known what it really is all about. Please, though, do us all one last favor (and I promise I won't ask for much more): Try to just be straight with us. Say, "Regent has decided to modify its product (and target market)...and don't do silly things like say 293 Cruise Critic posters (whether they have ever sailed on Regent or not) decided it.
Now, there are "values" out there. Folks, now is a great time to relearn the differences between the cruise lines, decide which flavor you prefer and book!
Showing posts with label Mariner. Show all posts
Showing posts with label Mariner. Show all posts
Friday, October 16, 2009
Tuesday, July 28, 2009
Regent Seven Seas v. Seabourn: Philosophy, Pricing and Practice
Frank Del Rio, President and CEO of Prestige Cruise Holdings, owner of Regent Seven Seas, recently was interviewed by Travel Weekly Magazine. The article was about sales and marketing of Oceania and, to a much lesser extent, Regent.
There was an interesting exchange:
Q: With Regent, you chose to include shore excursions rather than lower prices. Did that stimulate sales?
A: Like nothing you've seen. It's one of the reasons why our business is stronger than most right now. This industry is one of lemmings. There is too much copying going on. Everyone lowers prices to stimulate sales. It works, but it hurts the travel agents. Every week I hear that half a dozen agencies are going out of business. We said, we don't want to hurt travel agents, and knocking $60 off our cruise won't motivate a sale the way it might at [a mass-market line]. Including shore excursions makes them commissionable.
I recently spoke with Mr. Del Rio at an Oceania event and let him know that I was not fond of the inclusive shore excursions. He questioned me as to why and I told him because it is not a luxury amenity. I explained that in the luxury market most people do not take cruise ship tours, but rather private tours. So, to my way of thinking, the inclusion not only doesn't add real value, it brings in a way of cruising that while positive for the cruise line's immediate bottom line is not necessarily so for the overall luxury cruise experience. (I offer complimentary Ensemble Travel tours on many of the cruises I book for clients. As a new alternative, I am able to offer a $150 per person onboard credit if they don't want to take the tours. This came about for the very same reason: Luxury clients tend not to take the group tours.)
There was an interesting exchange:
Q: With Regent, you chose to include shore excursions rather than lower prices. Did that stimulate sales?
A: Like nothing you've seen. It's one of the reasons why our business is stronger than most right now. This industry is one of lemmings. There is too much copying going on. Everyone lowers prices to stimulate sales. It works, but it hurts the travel agents. Every week I hear that half a dozen agencies are going out of business. We said, we don't want to hurt travel agents, and knocking $60 off our cruise won't motivate a sale the way it might at [a mass-market line]. Including shore excursions makes them commissionable.
I recently spoke with Mr. Del Rio at an Oceania event and let him know that I was not fond of the inclusive shore excursions. He questioned me as to why and I told him because it is not a luxury amenity. I explained that in the luxury market most people do not take cruise ship tours, but rather private tours. So, to my way of thinking, the inclusion not only doesn't add real value, it brings in a way of cruising that while positive for the cruise line's immediate bottom line is not necessarily so for the overall luxury cruise experience. (I offer complimentary Ensemble Travel tours on many of the cruises I book for clients. As a new alternative, I am able to offer a $150 per person onboard credit if they don't want to take the tours. This came about for the very same reason: Luxury clients tend not to take the group tours.)
There have been some recent articles on the internet about dissatisfaction on the Regent Voyager due to cutbacks in food quality (I struggle with the quality of the product, it may be the preparation or menu descriptions/marketing) and service. The issues with Regent Mariner being literally overrun with children with 125+ on its Alaska sailings may look positive to Regent's immediate bottom line, the negatives of poor service, an overwhelmed dining room, crowds and a very non-luxury experience...even at embarkation. (I will leave the Regent Navigator out of the mix...anxiously awaiting the major refit upcoming in January!)
Seabourn, on the other hand, has taken the approach which Mr. Del Rio has criticized: Seriously cutting its prices. I, too, believe that is the wrong thing to do as far as long term benefit. However, that is where we part company. As anyone who as recently been on Seabourn, including the new Seabourn Odyssey, will tell you, the service and cuisine is as good - or in the case of the Odyssey: better - than it was before the cut rate pricing.
The result I am seeing the most of is clients who were booked for 2 or 3 weeks in 2010 not looking to benefit from the reduced pricing, but rather to extend their cruise to 3 or 4 weeks for the same, or in some instances, less money. Yes, there are those that have never tried Seabourn that are coming onboard, but it is not with an expectation of anything other than it being more of a "privilege" than a "bargain"...event though the bargain has drawn them in.
So, if you believe getting more stuff equals more "value", Regent may be the way to go. However, if you are looking for more "value" in a true luxury experience, there is no question that Seabourn consistently provides that.
And if you still want some included tours...you never know, I just might be able to provide that for you as well.
Wednesday, June 10, 2009
Regent Seven Seas Navigator - Some Details on Her January 2010 Drydocking
There is no question that the Regent Seven Seas Navigator has been the ugly duckling of the fleet for some years now. She has had problems with vibration, air conditioning and plumbing, tired interior spaces and, to be sure, service issues as well.
Prestige Cruise Holdings, parent of Regent Seven Seas, has made a huge commitment to transform this ugly ducking into a beautiful ship both where it can be seen and where it can't. As has been explained to me, during the almost 30 day drydock "the Navigator will be refurbished from stem to stern and keel to mast".
Even in advance of the drydock Regent has undertaken an unexpected, but sorely needed, expedited repair and maintenance program on the ship so that some issues like plumbing, electrical and air conditioning works more consistently...and consistently throughout the ship.
During the drydock the problems with Navigator's electrical problems, inconsistent air conditioning and plumbing (from brown water, to leaks to even the occasional showerhead that falls off) will be fully addressed. What that actually means really cannot be fully stated because until things are well and truly opened up and examined they cannot be known.
For me these are huge issues that can do much to transform a tired ship into a classy one. I know this first hand. During an extended refit of the superyacht MSY Islander I had to address the very same issues and, when accomplished, she went from a laughing stock of the industry to a very successful charter yacht. A nice shower, comfortable room temperatures and lights that work go a long way to making guests receptive to the other good stuff onboard.
The Italian restaurant, Portofino, will be history with the space being transformed into the same sort of casual dining area, La Veranda, found on the Voyager and Mariner.
Prime 7, the very popular (if not truly to my taste) steakhouse will be installed. (I am not sure where at this point, but will let you know when I find out.)
All of the public spaces will receive new carpets and upholstery, marble and wood floors will be stripped and refinished (replaced where appropriate) and cabinetry will be French polished. The pool will even be re-tiled.
The suites, which I have always said are excellent, will remain as they are, but the soft goods will all be replaced.
(I will discuss the positive changes in service, but will do so in another post.)
Prestige Cruise Holdings, parent of Regent Seven Seas, has made a huge commitment to transform this ugly ducking into a beautiful ship both where it can be seen and where it can't. As has been explained to me, during the almost 30 day drydock "the Navigator will be refurbished from stem to stern and keel to mast".
Even in advance of the drydock Regent has undertaken an unexpected, but sorely needed, expedited repair and maintenance program on the ship so that some issues like plumbing, electrical and air conditioning works more consistently...and consistently throughout the ship.
During the drydock the problems with Navigator's electrical problems, inconsistent air conditioning and plumbing (from brown water, to leaks to even the occasional showerhead that falls off) will be fully addressed. What that actually means really cannot be fully stated because until things are well and truly opened up and examined they cannot be known.
For me these are huge issues that can do much to transform a tired ship into a classy one. I know this first hand. During an extended refit of the superyacht MSY Islander I had to address the very same issues and, when accomplished, she went from a laughing stock of the industry to a very successful charter yacht. A nice shower, comfortable room temperatures and lights that work go a long way to making guests receptive to the other good stuff onboard.
The Italian restaurant, Portofino, will be history with the space being transformed into the same sort of casual dining area, La Veranda, found on the Voyager and Mariner.
Prime 7, the very popular (if not truly to my taste) steakhouse will be installed. (I am not sure where at this point, but will let you know when I find out.)
All of the public spaces will receive new carpets and upholstery, marble and wood floors will be stripped and refinished (replaced where appropriate) and cabinetry will be French polished. The pool will even be re-tiled.
The suites, which I have always said are excellent, will remain as they are, but the soft goods will all be replaced.
(I will discuss the positive changes in service, but will do so in another post.)
If all of the foregoing is accomplished I would be more than thrilled. Navigator presently has too many quirks to make her attractive to me or able for me to recommend. When the transformation is completed - and assuming it is done with the same high quality Regent has been using under its new ownership (and I have no reason to believe otherwise) - Navigator will be an attractive alternative due to her modest size, nice suites, more appropriate public spaces and itineraries.
You just might want to start considering booking her for 2010...before the secret of her success is known to all.
Sunday, March 29, 2009
Regent Voyager World Cruise - Pod Problems Update No. 3
I had a long conversation with Prestige Cruise Holdings today and, before I give the details, I would like to say that I am quite impressed with how Regent Seven Seas is now responding to the situation. It is, it would seem, a refreshing return to the former Radisson levels of customer service, or quite possibly, just a new and long awaited approach consistent with that which is expected of a luxury cruise line. Yeah!
Now for the details:
First, I have been told that Mark Conroy is going to be meeting the ship upon its arrival to address the passengers' concerns. That is a very welcome acknowledgement of Regent's guests' importance. (It is not known if he will sail with the ship from Dubai for one or more ports.)
Second, Regent is going to be refunding the full cruise fare for all guests for the Singapore to Dubai segment. In addition, World Cruise passengers are going to be given the option of transferring from the Voyager's World Cruise to the Mariner's World Cruise at no cost or expense.
Third, for the guests planning on embarking in Dubai they will have a number of options. They can cancel without penalty; or, They can stay with the sailing and if there is a problem either delaying the Dubai departure or after departing (more below on that) they will receive a 25% refund and a 25% future cruise credit; or, they can transfer to the Mariner World Cruise for its next 14 or 28 day segment (their choice as the next Voyager segment, I believe 17 days) at no additional cost.
Regent will be taking care of all flight changes and assoicated arrangements.
Now, here is the news on the pod repairs. Regent is planning on constructing a watertight cocoon around the pod so work can be completed in the necessary dry environment. (I am told a similar arrangement was used when the Oceania Nautica had a propeller issue in Livorno, Italy last year.) The technicians are all scheduled to arrive on March 30th and the ship will be arriving either late on the 30th or very early in the morning on the 31st.
Work will start quickly as it will, regardless, be dark under the ship so underwater floodlighting will be used. The key is to get the seals appropriately seated so that there is no water infiltration into the pod. The problem...if it is a problem...is that the repairs cannot really be tested at the dock. The seals can be tested with the pod motor at idle speed and the main engines running at the dock, but until a load is put on the pod motor the new seals cannot be tested. So Voyager will have to sail away from Dubai to test the repairs. The plan is to keep sailing with all being well. The alternative is to return to Dubai for further repairs...which nobody wants.
So keep your fingers and toes crossed. When I have more info I will pass it along.
Now for the details:
First, I have been told that Mark Conroy is going to be meeting the ship upon its arrival to address the passengers' concerns. That is a very welcome acknowledgement of Regent's guests' importance. (It is not known if he will sail with the ship from Dubai for one or more ports.)
Second, Regent is going to be refunding the full cruise fare for all guests for the Singapore to Dubai segment. In addition, World Cruise passengers are going to be given the option of transferring from the Voyager's World Cruise to the Mariner's World Cruise at no cost or expense.
Third, for the guests planning on embarking in Dubai they will have a number of options. They can cancel without penalty; or, They can stay with the sailing and if there is a problem either delaying the Dubai departure or after departing (more below on that) they will receive a 25% refund and a 25% future cruise credit; or, they can transfer to the Mariner World Cruise for its next 14 or 28 day segment (their choice as the next Voyager segment, I believe 17 days) at no additional cost.
Regent will be taking care of all flight changes and assoicated arrangements.
Now, here is the news on the pod repairs. Regent is planning on constructing a watertight cocoon around the pod so work can be completed in the necessary dry environment. (I am told a similar arrangement was used when the Oceania Nautica had a propeller issue in Livorno, Italy last year.) The technicians are all scheduled to arrive on March 30th and the ship will be arriving either late on the 30th or very early in the morning on the 31st.
Work will start quickly as it will, regardless, be dark under the ship so underwater floodlighting will be used. The key is to get the seals appropriately seated so that there is no water infiltration into the pod. The problem...if it is a problem...is that the repairs cannot really be tested at the dock. The seals can be tested with the pod motor at idle speed and the main engines running at the dock, but until a load is put on the pod motor the new seals cannot be tested. So Voyager will have to sail away from Dubai to test the repairs. The plan is to keep sailing with all being well. The alternative is to return to Dubai for further repairs...which nobody wants.
So keep your fingers and toes crossed. When I have more info I will pass it along.
Thursday, March 5, 2009
What Does the Future Hold For Regent Seven Seas Cruises?
For the past few days we have had some pretty interesting and honest discussion about the trials and tribulations at Regent Seven Seas Cruises.
I am sure as you have read them you probably feel I am very negative about Regent. Well, guess what: You Are Wrong!
Going back to 2003 or 4 (I don't quite remember) I had one of my best cruises ever. It was on the Radisson Diamond. The Diamond provided a true luxury experience on a quirky ship (that most of us loved). The service was excellent. The dining room was beautiful with Miki doing a great job and with Giuseppe as the Hotel Manager with charm and women fawning over him.
In 2007 I had another great cruise; on the Regent Paul Gauguin. It was not a luxury cruise, but it did not pretend to be. The service ranged from excellent to OK and the food was acceptable, but as I said at the time, the sum was far greater than its parts.
To round things out, my experience on the Mariner was marginal, as the cost-saving transition from European to Filipino staff had just been made and the assistant stewardesses had also been eliminated. Forget service, just being understood and not running out of toilet paper were challenges. My Navigator cruise is better left alone.
What does this reflect: As I have said before, it isn't the hardware the makes a cruise line great; it is the people. The Mariner and Navigator have far superior suites, but they provided the lesser of the cruise experiences. What else was in common: The Management! The Diamond has some of the same, but the change to Regent wasn't there and the Paul Gauguin is pretty much independent.
Looking forward, Regent has two very good ships (Voyager and Mariner) and one dog (Navigator). Leaving the Navigator (and I have bet a case of beer on the fact I do not believe Navigator will be around long enough to have the 2010 refit completed), Prestige Cruise Holdings/Apollo has already done much to address the public area soft goods neglect on the two ships, with revitalized public spaces and Prime 7 replacing the curious Latitudes.
Now, if Regent concentrates on service and amenities rather than Six Star hype and of marginal value "free" tours and "free" air, a turnaround is actually not that difficult for there is a more than decent physical plant. What does it need to do:
1. Stop the hype. Now is the time to honest with the cruising public and earn a legitimate reputation rather than a marketed one.
2. Seriously train the crew. You may notice that I have never, ever, directly criticized the crew. I have blasted everyone from Mark Conroy down to the head waiters, but never the crew. If the management is so entrenched in doing it "their way", get rid of them. If management cannot learn and buy into doing it a new way of doing things, drop 'em. If the management has too far alienated the crew: Bon Voyage.
Why? Because the crew must "believe". With failed management that can never happen. The crew must believe there is a better way. They must believe it matters. They must believe in their future with Regent.
Taken task by task training it is not that complex. But when there is chaos around the crew, that is pretty much all they see and improvements are almost impossible. However, once the crew believes, training them how to properly serve a table is pretty easy. Really fixing that electrical problem rather than patching it "again" will matter. Then they will discover better ways and will want to improve without anyone saying a word. That is called Pride in one's work.
3. Vastly improve the cuisine. Regent has not been spending much on feeding its guests. That is starting to change (ala Prime 7). And it is not about throwing money at food, but as Oceania does, it is about using good quality ingredients to make simply elegant dishes. (Once that is in place, then Regent can get fancy if it wishes.) This kind of cuisine does not baffle the seriously in need of training galley crew or back up a galley when there is a rush in the main dining room....which in turn gets the waiters flustered...which in turn slows the service and leaves guests waiting for wine or just a table. And, by the way, serve coffee that one can enjoy.
4. Improve amenities. There is no excuse for cheap soaps, shampoos and lotions. Personal care is, well, very personal. People enjoy the luxury of great soaps and shampoo that makes your hair feel and smell good. And how many women enjoy taking home a couple of extra bottles of lotion? (Heck it is inexpensive advertising. Every time she looks at the bottle, no less uses it, it reminds her of that wonderful cruise.)
Let's just stop there. Changing amenities is simple and inexpensive. Stopping the hype actually saves money and is easy to do. That leaves two things: train the crew and improve the food. This is not hard stuff.
With good management in place, Regent can do it relatively quickly. So don't look at all the management that is leaving as a bad thing. It may just be a harbinger of good things to come.
Frankly all I want is Radisson back. Hey, maybe that's it: CHANGE THE NAME. Prestige Cruise Holdings, if you are listening (and I know you are!): How about a "do over"? Bring that which Radisson was back to Regent...and change the name so that the tarnished image is gone.
In other words, don't write the cruise line off just yet....maybe just the management and the name.
I am sure as you have read them you probably feel I am very negative about Regent. Well, guess what: You Are Wrong!
Going back to 2003 or 4 (I don't quite remember) I had one of my best cruises ever. It was on the Radisson Diamond. The Diamond provided a true luxury experience on a quirky ship (that most of us loved). The service was excellent. The dining room was beautiful with Miki doing a great job and with Giuseppe as the Hotel Manager with charm and women fawning over him.
In 2007 I had another great cruise; on the Regent Paul Gauguin. It was not a luxury cruise, but it did not pretend to be. The service ranged from excellent to OK and the food was acceptable, but as I said at the time, the sum was far greater than its parts.
To round things out, my experience on the Mariner was marginal, as the cost-saving transition from European to Filipino staff had just been made and the assistant stewardesses had also been eliminated. Forget service, just being understood and not running out of toilet paper were challenges. My Navigator cruise is better left alone.
What does this reflect: As I have said before, it isn't the hardware the makes a cruise line great; it is the people. The Mariner and Navigator have far superior suites, but they provided the lesser of the cruise experiences. What else was in common: The Management! The Diamond has some of the same, but the change to Regent wasn't there and the Paul Gauguin is pretty much independent.
Looking forward, Regent has two very good ships (Voyager and Mariner) and one dog (Navigator). Leaving the Navigator (and I have bet a case of beer on the fact I do not believe Navigator will be around long enough to have the 2010 refit completed), Prestige Cruise Holdings/Apollo has already done much to address the public area soft goods neglect on the two ships, with revitalized public spaces and Prime 7 replacing the curious Latitudes.
Now, if Regent concentrates on service and amenities rather than Six Star hype and of marginal value "free" tours and "free" air, a turnaround is actually not that difficult for there is a more than decent physical plant. What does it need to do:
1. Stop the hype. Now is the time to honest with the cruising public and earn a legitimate reputation rather than a marketed one.
2. Seriously train the crew. You may notice that I have never, ever, directly criticized the crew. I have blasted everyone from Mark Conroy down to the head waiters, but never the crew. If the management is so entrenched in doing it "their way", get rid of them. If management cannot learn and buy into doing it a new way of doing things, drop 'em. If the management has too far alienated the crew: Bon Voyage.
Why? Because the crew must "believe". With failed management that can never happen. The crew must believe there is a better way. They must believe it matters. They must believe in their future with Regent.
Taken task by task training it is not that complex. But when there is chaos around the crew, that is pretty much all they see and improvements are almost impossible. However, once the crew believes, training them how to properly serve a table is pretty easy. Really fixing that electrical problem rather than patching it "again" will matter. Then they will discover better ways and will want to improve without anyone saying a word. That is called Pride in one's work.
3. Vastly improve the cuisine. Regent has not been spending much on feeding its guests. That is starting to change (ala Prime 7). And it is not about throwing money at food, but as Oceania does, it is about using good quality ingredients to make simply elegant dishes. (Once that is in place, then Regent can get fancy if it wishes.) This kind of cuisine does not baffle the seriously in need of training galley crew or back up a galley when there is a rush in the main dining room....which in turn gets the waiters flustered...which in turn slows the service and leaves guests waiting for wine or just a table. And, by the way, serve coffee that one can enjoy.
4. Improve amenities. There is no excuse for cheap soaps, shampoos and lotions. Personal care is, well, very personal. People enjoy the luxury of great soaps and shampoo that makes your hair feel and smell good. And how many women enjoy taking home a couple of extra bottles of lotion? (Heck it is inexpensive advertising. Every time she looks at the bottle, no less uses it, it reminds her of that wonderful cruise.)
Let's just stop there. Changing amenities is simple and inexpensive. Stopping the hype actually saves money and is easy to do. That leaves two things: train the crew and improve the food. This is not hard stuff.
With good management in place, Regent can do it relatively quickly. So don't look at all the management that is leaving as a bad thing. It may just be a harbinger of good things to come.
Frankly all I want is Radisson back. Hey, maybe that's it: CHANGE THE NAME. Prestige Cruise Holdings, if you are listening (and I know you are!): How about a "do over"? Bring that which Radisson was back to Regent...and change the name so that the tarnished image is gone.
In other words, don't write the cruise line off just yet....maybe just the management and the name.
Tuesday, February 3, 2009
And The "Regent Seven Seas" Revolt Begins...Unfortunately.
As I have recently posted, I am very conflicted: Regent Seven Seas is finally starting to do and deliver the things it should have been doing and delivering, but it is doing it late and at the highest prices in the industry...while saying somethings publicly that don't really help the cause. So what I am I to do???? Do I compliment Regent on "almost" getting on board...because success by Regent can only assist me in selling more cruises, or do I continue to "call it as I see it" because "close" only counts in horseshoes and hand grenades?
The latest Regent moves have mixed messages. To me they say, "We say we are Luxury, but we are moving down to the "Ultra Premium", market." The irony is Regent - as when it sent out literally dozens of fancy brochures and mailers claiming they raised their standards to "Six Stars" (a new high!) - is saying one thing and delivering another. I therefore shout: WHAT IS WRONG WITH JUST PROVIDING AN HONEST "THIS IS WHO REGENT SEVEN SEAS CRUISES IS" MESSAGE?
To many, as I have read on a few message boards and in emails, the Regent pricing is driving away those it is seeking to attract. Trying to justify the high prices by packing in little desired or needed "stuff" is not working.
Let's review:
1. Regent's inclusion of tours do not add value to most luxury clients. Seabourn's approach has been to expand its private excursions (even running a Best Friends promotion around the expansion). Silversea has similarly "upped" the private excursion focus with a promotion based upon hefty onboard credits for same. Regent has, on the other hand, chosen to run bus loads of its 700+ passengers on distinctly impersonalized tours. (They may be nice tours, but they are not "luxury".) And many are saying, "I don't want to pay Regent for tours I won't be taking!"
2. Regent has installed its Prime 7 Steakhouse on two of its ship, replacing the distinctly indistinguishable Latitudes restaurant. It boasts of huge steaks and enormous crab legs falling off of oversized plates. While it is good stuff, and enjoyable by many, it is not "luxury". Providing excess or inducing gluttony is not what luxury is about. Luxury dining is not about the volume of food, or even its expense or even the quality of the base product. It is about having an "experience" where the eloquence of flavors, smells and sights of the dish combine with a wonderful wine and, most importantly, enhance wonderful conversation. While there is no doubt that Prime 7 is a huge improvement and there will be great experiences had by many people, it misses what luxury is about.
3. On the Mariner many of the bathtubs have been removed (reportedly another 60 just went by the wayside). I can't tell you the number of my clients (male and female) that must have a bathtub on their cruise. As the "fix" for a poorly designed initial install which resulted in a high step-up into the tub and a low ceiling Regent's solution is to simply remove them (and I hear it is all of them) rather than having tub or shower designations clearly noted when you book your suite (ala Seabourn).
5. The Coffee Machine/Corner on the Mariner and Voyager kind of baffles me. Self-serve is not a luxury concept. Yes, even Seabourn and Silversea cheat a bit here and there due to staffing issues, but making a coffee machine a hallmark as Regent has?
6. A pizza window. 'Nuf said.
7. Toiletries on Regent have been made generic. I am, again, baffled by this. If there is one thing that makes many women (and some men) smile it is great soaps, lotions and shampoos. Pampering is HUGE in the luxury market. On Seabourn you are greeted with a choice of name brand, high end, soaps and Molton Brown shampoo, bath gel and lotions (and the Odyssey will take this to an even higher level). If US$10.00 is spent per seven day cruise, it is well worth it...if it is a luxury product.
I could go one, but the concept is clear (or disagreed with).
Regent, if you are listening, try this on: Regent Seven Seas Cruises provides an all-inclusive upscale experience for those that what solid quality at a fixed price.
It is a very positive and accurate statement without the baggage. In fact, in these difficult economic times, downplaying luxury when marketing to those that want the foregoing might just be to Regent's advantage.
The latest Regent moves have mixed messages. To me they say, "We say we are Luxury, but we are moving down to the "Ultra Premium", market." The irony is Regent - as when it sent out literally dozens of fancy brochures and mailers claiming they raised their standards to "Six Stars" (a new high!) - is saying one thing and delivering another. I therefore shout: WHAT IS WRONG WITH JUST PROVIDING AN HONEST "THIS IS WHO REGENT SEVEN SEAS CRUISES IS" MESSAGE?
To many, as I have read on a few message boards and in emails, the Regent pricing is driving away those it is seeking to attract. Trying to justify the high prices by packing in little desired or needed "stuff" is not working.
Let's review:
1. Regent's inclusion of tours do not add value to most luxury clients. Seabourn's approach has been to expand its private excursions (even running a Best Friends promotion around the expansion). Silversea has similarly "upped" the private excursion focus with a promotion based upon hefty onboard credits for same. Regent has, on the other hand, chosen to run bus loads of its 700+ passengers on distinctly impersonalized tours. (They may be nice tours, but they are not "luxury".) And many are saying, "I don't want to pay Regent for tours I won't be taking!"
2. Regent has installed its Prime 7 Steakhouse on two of its ship, replacing the distinctly indistinguishable Latitudes restaurant. It boasts of huge steaks and enormous crab legs falling off of oversized plates. While it is good stuff, and enjoyable by many, it is not "luxury". Providing excess or inducing gluttony is not what luxury is about. Luxury dining is not about the volume of food, or even its expense or even the quality of the base product. It is about having an "experience" where the eloquence of flavors, smells and sights of the dish combine with a wonderful wine and, most importantly, enhance wonderful conversation. While there is no doubt that Prime 7 is a huge improvement and there will be great experiences had by many people, it misses what luxury is about.
3. On the Mariner many of the bathtubs have been removed (reportedly another 60 just went by the wayside). I can't tell you the number of my clients (male and female) that must have a bathtub on their cruise. As the "fix" for a poorly designed initial install which resulted in a high step-up into the tub and a low ceiling Regent's solution is to simply remove them (and I hear it is all of them) rather than having tub or shower designations clearly noted when you book your suite (ala Seabourn).
5. The Coffee Machine/Corner on the Mariner and Voyager kind of baffles me. Self-serve is not a luxury concept. Yes, even Seabourn and Silversea cheat a bit here and there due to staffing issues, but making a coffee machine a hallmark as Regent has?
6. A pizza window. 'Nuf said.
7. Toiletries on Regent have been made generic. I am, again, baffled by this. If there is one thing that makes many women (and some men) smile it is great soaps, lotions and shampoos. Pampering is HUGE in the luxury market. On Seabourn you are greeted with a choice of name brand, high end, soaps and Molton Brown shampoo, bath gel and lotions (and the Odyssey will take this to an even higher level). If US$10.00 is spent per seven day cruise, it is well worth it...if it is a luxury product.
I could go one, but the concept is clear (or disagreed with).
Regent, if you are listening, try this on: Regent Seven Seas Cruises provides an all-inclusive upscale experience for those that what solid quality at a fixed price.
It is a very positive and accurate statement without the baggage. In fact, in these difficult economic times, downplaying luxury when marketing to those that want the foregoing might just be to Regent's advantage.
Wednesday, January 28, 2009
Fresh Reports Regarding Regent Seven Seas Post-Refurbishment Abound (Note: Some Interesting Discussion in the Comments)
It seems like every day I am receiving Google alerts about yet another review, blog or travelogue by someone currently on a Regent cruise. My guess is that Regent is trying to quell some of the bad news of late by exposing chosen writers to write about their experiences...or at least encourage those that do posts things on the internet to write about its ships. I am sure that part of the plan is to highlight and market the recent refurbishments on the Voyager and Mariner.
Some of the reviewers are quite observant, while I do get a sense that some tiptoe around any controversy. One writer, for Cruise Critic, seems very nice (and I do enjoy reading the comments), but it is clear that this person has never been on a luxury cruise, so I wonder what the standards and expectations are. (Compared to Line A this is outstanding...but Line A is mass market).
That said, first, the bad news: When reading these reviews and, to be sure, posts on message boards, one thing which is very clear is that Navigator is the bad stepsister. She has reports of electrical failures, significant vibration, maintenance issues, serious service lapses and inconsistent food. She also is not scheduled for refit work until April 2010. One previously die hard supporter of Regent started off his posts singing Regent's praises, but left his cruise just filling unfulfilled and missing something. Therefore, as I have been saying for quite some time, absent something special or unique...
Now, the good news: The reports on the new public spaces are very good. There now are splashes of color and class rather than more of monotone blue. All I have read are praises and the photos I have seen appear to support the positive comments.
The only criticism I have consistently read of relates to the substitute chairs in the main dining rooms (Compass Rose) which are bulky and narrow; one person observing that some people squeeze themselves into the chairs, while others comment they are difficult to move. This should be the worst thing about any cruise, so unless you really need the space, I would look past the issues and enjoy the living room feel.
Prime 7, if you are into American Steakhouse cuisine (I find it hard to use a French term to describe that menu, but I just did), has been getting good reviews for the quality of its meats and portion sizes. Some of the more elegant menu items, however, may need some tweaking...or just aren't consistent with the American steakhouse palate.
Deck furniture is also receiving high marks, though some comments about there needing to be more lounges have to be weighed against the complaints that Regent is not stringent enough about removing towels and "placeholder" books/bags. Chair hogs on a luxury line hopefully is not a comment on a lowering of passenger standards.
One change that baffles me is the praise of the Coffee Corner. To me that is a mass market concept. On a luxury line, a fancy coffee machine should not be the focus; a waiter should be. On Celebrity Cruise Lines they have Cova® Café di Milano "Relax while enjoying a cappuccino and a European pastry with a friend at the Cova Café. Featuring Cova liqueurs, chocolates, and fresh pastries, this jewel offers a scrumptious taste of decadence." Of course, on Celebrity it is an extra charge, but the point is that on Regent the offering is inferior.
The one area I am holding out further comment on is service. I know Regent is open about its working to make this better. While some of the changes should be easily instituted, sometimes bad habits or poor training takes a bit longer. Since the refurbishments were not designed to address service, but just happened to be noted as an issue I will leave it for another day.
Some of the reviewers are quite observant, while I do get a sense that some tiptoe around any controversy. One writer, for Cruise Critic, seems very nice (and I do enjoy reading the comments), but it is clear that this person has never been on a luxury cruise, so I wonder what the standards and expectations are. (Compared to Line A this is outstanding...but Line A is mass market).
That said, first, the bad news: When reading these reviews and, to be sure, posts on message boards, one thing which is very clear is that Navigator is the bad stepsister. She has reports of electrical failures, significant vibration, maintenance issues, serious service lapses and inconsistent food. She also is not scheduled for refit work until April 2010. One previously die hard supporter of Regent started off his posts singing Regent's praises, but left his cruise just filling unfulfilled and missing something. Therefore, as I have been saying for quite some time, absent something special or unique...
Now, the good news: The reports on the new public spaces are very good. There now are splashes of color and class rather than more of monotone blue. All I have read are praises and the photos I have seen appear to support the positive comments.
The only criticism I have consistently read of relates to the substitute chairs in the main dining rooms (Compass Rose) which are bulky and narrow; one person observing that some people squeeze themselves into the chairs, while others comment they are difficult to move. This should be the worst thing about any cruise, so unless you really need the space, I would look past the issues and enjoy the living room feel.
Prime 7, if you are into American Steakhouse cuisine (I find it hard to use a French term to describe that menu, but I just did), has been getting good reviews for the quality of its meats and portion sizes. Some of the more elegant menu items, however, may need some tweaking...or just aren't consistent with the American steakhouse palate.
Deck furniture is also receiving high marks, though some comments about there needing to be more lounges have to be weighed against the complaints that Regent is not stringent enough about removing towels and "placeholder" books/bags. Chair hogs on a luxury line hopefully is not a comment on a lowering of passenger standards.
One change that baffles me is the praise of the Coffee Corner. To me that is a mass market concept. On a luxury line, a fancy coffee machine should not be the focus; a waiter should be. On Celebrity Cruise Lines they have Cova® Café di Milano "Relax while enjoying a cappuccino and a European pastry with a friend at the Cova Café. Featuring Cova liqueurs, chocolates, and fresh pastries, this jewel offers a scrumptious taste of decadence." Of course, on Celebrity it is an extra charge, but the point is that on Regent the offering is inferior.
The one area I am holding out further comment on is service. I know Regent is open about its working to make this better. While some of the changes should be easily instituted, sometimes bad habits or poor training takes a bit longer. Since the refurbishments were not designed to address service, but just happened to be noted as an issue I will leave it for another day.
Monday, January 19, 2009
Regent Seven Seas Announces Plan For Big Improvements
I know I seem to be beating on Regent Seven Seas Cruises and that, at times, it just seems unfair. So with this post I am conflicted. Do I cheer for Regent's below mentioned commitments to improve its product or do I rehash what I have been saying for years: Regent does not deliver what it promises...and at industry high prices?
On the operational side of things:
Cancellation Fee - Regent charges a $200 "Administration Fee" for every canceled booking. The concept baffles me and I think insults the client. I never charge a fee and think it is repugnant to what the travel industry does. Obviously Regent is feeling the heat on this, so they have converted this charge to a future cruise credit. So, you don't get the $200 back unless you book another Regent cruise. It is improvement, but just seem cheap; especially for a luxury product.
Shore Excursions have a history of disappointment on Regent. Back when it was Radisson, the tours would a great value, both in price and experience. Then things changed. I do not need to catalog the consistently disappointing experiences I and others have had or the shoddy manner in which Regent's tour desk and executive offices have handled the disappointed and disgruntled passengers, other than to say, "ripoff" and "abuse" are two words that come to many people's minds. With the new Regent "tour inclusive" program (for select 2009 cruises and all 2010 cruises), Regent is promising the same quality tours and no packed buses. As noted, I am not sure this is a good thing. Not only does it make you pay for tours you do not want to take (and I am sure there are many that will not take them), it sets things up for three or four buses to head toward a destination that previously only one or two would (degrading the tour experience to one similar to that found on a mass market line) and, of concern, sets up a situation where the heretofore problematic tour desk responds with "Hey, it was free, so what do you want me to do about your problem?" [To be sure, this may seem unfair, but there is an old say, "Fool me once, shame on you. Fool me twice, shame on me." I would much prefer that Regent fix the tour problems and then expand it, rather than expand it and hope the problems resolve. We shall see.]
Regent is taking back its crew hiring, so it will be doing it directly. It is not taking this step because all is well. In fact, it has been repeatedly reported that crew have been expressing to passengers their concerns over the changes and what it mean. Along this line, I am baffled how reports of how fantastic the crew is comes right along with how many service problems there are. I am not sure if it is a situation where some cruisers just know how good service can be, so they assume Regent is providing top service, if it is cheerleading or if it just propaganda/marketing. The fact, is that Regent has acknowledged a serious problem (and kudos for that!) and it will be addressing the problem aggressively (kudos for that too!), but alas, I must observe that there is no question that the service product UNDENIABLY has not been been consistently provided. (I know my favorite reader of this blog will rate this post a "1" for speaking the truth, but alas all I can say is "Don't shoot the messenger" and, as may be the case, try a true luxury line (Seabourn or SeaDream, for example, and see the difference.)
Regent is also going to significantly increase its food budget. Again, this speaks for itself...and it has been a long time in coming. There are those that have raved about Regent's food, but I have been baffled by what comes out of the galleys. Clearly Regent is owning up to this weakness as well...and changes are coming. To be sure, throwing money at the problem is not the answer, but I think Regent get it and I greatly look forward to the improvements once planned and implemented by the right staff. Please keep in mind that food is very subjective. I, personally, do not go "Ohhhh and Ahhhh" over an enormous slab of beef staring at me from an oversized plate as some have raved about at the new Prime 7. While some love that stuff, to me it is not a gourmet experience. Give me an elegantly prepared piece of beef with a beautiful presentation. As for the main dining room, the experience is serious lacking and the changes are past due and greatly appreciated.
Regent's computer system is a mess and it is not known when it will get better. Passengers are consistently complaining onboard, the travel agent booking site is down, and Reservations is struggling with various issues. This will be correct, no doubt, but it is taking a long time and I am not aware of the end being in sight. I do not know if the problems are related to upgrades or reorganization, but regardless it is something that should never take this long to address.
I also understand that Regent is going to be improving its lecturers and entertainment. I really don't have any solid information on this. One site says that Regent is going to be changing from the generally used concept of giving a guest lecturer a free cruise in exchange for a few lectures to a fee-paid approach. That may work, but I have no idea what the budget is, what the topics will be, etc. Also, I am not a big fan of the shows...mostly because they really aren't that good, even though I regularly hear (from most lines) that now they are making real improvements. This is not a biggy for me and I really don't expect huge improvements. What I would like to see is improvement in the consistency of the Themed Cruises. One cruise is great, another is OK and yet another is a "no show". I was on a wine cruise that was truly well done. I was on a caviar cruise that was lacking in the extreme (and was really just a sales pitch for gimmicky flavored roe). I know the recent chocolate cruise had virtually no chocolate. Consistency of product is key here.
Hardware Improvements - The Voyager and Mariner have both undergone their public space improvements, installation of Prime 7 steakhouse, new deck furnishings, coffee, pizza and ice cream facilities, etc. From what I am hearing the public space improvements are quite nice and make a big difference. The only concerns are the reduction in number of lounges by the pool (due to the needed increase in dining tables - tough to balance this one!), and the chairs in the main dining room (Compass Rose) which are very heavy and uncomfortable for some (caused by the chairs which were ordered being delayed and, therefore substituted - It is hard to make a good decision when your options are limited due to the fault of others). Also, with Mariner having its long-damaged pod replaced, I am interested to see if there will be changes in itineraries which reflect her increased speed.
As I final note on hardware, the Navigator (the little sister) is going to have to wait another 1 1/2 years for her facelift: April 2010. I do find it curious that it is pushed off so long. Why have a ship which is not a consistent product? Cashflow is one thing, but it makes me wonder - yet again - if she is really going to stay a part of the Regent family.
So, after writing much, I am very pleased with Regent's plans; its ownership of past problems; and, its optimism. Now, I look forward to the execution of these plans and making me a believer...a believer that I once was!
On the operational side of things:
Cancellation Fee - Regent charges a $200 "Administration Fee" for every canceled booking. The concept baffles me and I think insults the client. I never charge a fee and think it is repugnant to what the travel industry does. Obviously Regent is feeling the heat on this, so they have converted this charge to a future cruise credit. So, you don't get the $200 back unless you book another Regent cruise. It is improvement, but just seem cheap; especially for a luxury product.
Shore Excursions have a history of disappointment on Regent. Back when it was Radisson, the tours would a great value, both in price and experience. Then things changed. I do not need to catalog the consistently disappointing experiences I and others have had or the shoddy manner in which Regent's tour desk and executive offices have handled the disappointed and disgruntled passengers, other than to say, "ripoff" and "abuse" are two words that come to many people's minds. With the new Regent "tour inclusive" program (for select 2009 cruises and all 2010 cruises), Regent is promising the same quality tours and no packed buses. As noted, I am not sure this is a good thing. Not only does it make you pay for tours you do not want to take (and I am sure there are many that will not take them), it sets things up for three or four buses to head toward a destination that previously only one or two would (degrading the tour experience to one similar to that found on a mass market line) and, of concern, sets up a situation where the heretofore problematic tour desk responds with "Hey, it was free, so what do you want me to do about your problem?" [To be sure, this may seem unfair, but there is an old say, "Fool me once, shame on you. Fool me twice, shame on me." I would much prefer that Regent fix the tour problems and then expand it, rather than expand it and hope the problems resolve. We shall see.]
Regent is taking back its crew hiring, so it will be doing it directly. It is not taking this step because all is well. In fact, it has been repeatedly reported that crew have been expressing to passengers their concerns over the changes and what it mean. Along this line, I am baffled how reports of how fantastic the crew is comes right along with how many service problems there are. I am not sure if it is a situation where some cruisers just know how good service can be, so they assume Regent is providing top service, if it is cheerleading or if it just propaganda/marketing. The fact, is that Regent has acknowledged a serious problem (and kudos for that!) and it will be addressing the problem aggressively (kudos for that too!), but alas, I must observe that there is no question that the service product UNDENIABLY has not been been consistently provided. (I know my favorite reader of this blog will rate this post a "1" for speaking the truth, but alas all I can say is "Don't shoot the messenger" and, as may be the case, try a true luxury line (Seabourn or SeaDream, for example, and see the difference.)
Regent is also going to significantly increase its food budget. Again, this speaks for itself...and it has been a long time in coming. There are those that have raved about Regent's food, but I have been baffled by what comes out of the galleys. Clearly Regent is owning up to this weakness as well...and changes are coming. To be sure, throwing money at the problem is not the answer, but I think Regent get it and I greatly look forward to the improvements once planned and implemented by the right staff. Please keep in mind that food is very subjective. I, personally, do not go "Ohhhh and Ahhhh" over an enormous slab of beef staring at me from an oversized plate as some have raved about at the new Prime 7. While some love that stuff, to me it is not a gourmet experience. Give me an elegantly prepared piece of beef with a beautiful presentation. As for the main dining room, the experience is serious lacking and the changes are past due and greatly appreciated.
Regent's computer system is a mess and it is not known when it will get better. Passengers are consistently complaining onboard, the travel agent booking site is down, and Reservations is struggling with various issues. This will be correct, no doubt, but it is taking a long time and I am not aware of the end being in sight. I do not know if the problems are related to upgrades or reorganization, but regardless it is something that should never take this long to address.
I also understand that Regent is going to be improving its lecturers and entertainment. I really don't have any solid information on this. One site says that Regent is going to be changing from the generally used concept of giving a guest lecturer a free cruise in exchange for a few lectures to a fee-paid approach. That may work, but I have no idea what the budget is, what the topics will be, etc. Also, I am not a big fan of the shows...mostly because they really aren't that good, even though I regularly hear (from most lines) that now they are making real improvements. This is not a biggy for me and I really don't expect huge improvements. What I would like to see is improvement in the consistency of the Themed Cruises. One cruise is great, another is OK and yet another is a "no show". I was on a wine cruise that was truly well done. I was on a caviar cruise that was lacking in the extreme (and was really just a sales pitch for gimmicky flavored roe). I know the recent chocolate cruise had virtually no chocolate. Consistency of product is key here.
Hardware Improvements - The Voyager and Mariner have both undergone their public space improvements, installation of Prime 7 steakhouse, new deck furnishings, coffee, pizza and ice cream facilities, etc. From what I am hearing the public space improvements are quite nice and make a big difference. The only concerns are the reduction in number of lounges by the pool (due to the needed increase in dining tables - tough to balance this one!), and the chairs in the main dining room (Compass Rose) which are very heavy and uncomfortable for some (caused by the chairs which were ordered being delayed and, therefore substituted - It is hard to make a good decision when your options are limited due to the fault of others). Also, with Mariner having its long-damaged pod replaced, I am interested to see if there will be changes in itineraries which reflect her increased speed.
As I final note on hardware, the Navigator (the little sister) is going to have to wait another 1 1/2 years for her facelift: April 2010. I do find it curious that it is pushed off so long. Why have a ship which is not a consistent product? Cashflow is one thing, but it makes me wonder - yet again - if she is really going to stay a part of the Regent family.
So, after writing much, I am very pleased with Regent's plans; its ownership of past problems; and, its optimism. Now, I look forward to the execution of these plans and making me a believer...a believer that I once was!
Sunday, January 11, 2009
Regent Seas Seas Cruises Will Reduce, And Keep, Its Fleet At Three
Regent has confirmed that its new ship is now further from reality than it had been. Granted with the present economy it is not surprising (and, to be sure, may well make some good economic sense), but there was so much "talk" about it by Regent that its now discussing the mothballing of the ship is of worthy note.
The new ship was originally one of grandeur. Then, after Regent was sold to Apollo Management and folded into Prestige Cruise Holdings, the new ship was no longer to a one-off, but rather a modification of the second of its new sister company's (Oceania Cruise Line) soon to be delivered ship...but with different public spaces and larger suites.
That, of course, pushed to anticipated delivery date from 2009 (something I said would never happen anyway) to April 2010 at best. In order for that date to be met, Regent (er, Prestige Cruise Holdings) would have to have exercised the option by September 2008; something that did not happen.
It is reported that Regent is focused on completing the refurbishment of the Mariner (having just finished the work on the Voyager) and then figuring out what type of work it may do on the Navigator in 2010. According to Andrew Poulton, director of communications for Regent, until the cost of construction, currency exchange rates and the economy improve, plans are not going to move forward. That, obviously, could mean a long wait for now.
Having its relationship with the Paul Gauguin ending at the end of this year, my guess is that Regent would have preferred a new ship and dumping Navigator, but that is not an option anymore. So by the end of 2009, barring something unanticipated, Regent will be a three ship company...with nothing "exciting" on the hardware front expected until 2011.
That may be a bit of a challenge for a luxury product. Seabourn has been extremely successful with older hardware due to its superlative service and cuisine. I am concerned, however, that Regent - which has been admitted struggling with inconsistent service and cuisine - may not be able to pull off such an accomplishment, even if it markedly improves because it must service 700+; not 200. We shall see.
The new ship was originally one of grandeur. Then, after Regent was sold to Apollo Management and folded into Prestige Cruise Holdings, the new ship was no longer to a one-off, but rather a modification of the second of its new sister company's (Oceania Cruise Line) soon to be delivered ship...but with different public spaces and larger suites.
That, of course, pushed to anticipated delivery date from 2009 (something I said would never happen anyway) to April 2010 at best. In order for that date to be met, Regent (er, Prestige Cruise Holdings) would have to have exercised the option by September 2008; something that did not happen.
It is reported that Regent is focused on completing the refurbishment of the Mariner (having just finished the work on the Voyager) and then figuring out what type of work it may do on the Navigator in 2010. According to Andrew Poulton, director of communications for Regent, until the cost of construction, currency exchange rates and the economy improve, plans are not going to move forward. That, obviously, could mean a long wait for now.
Having its relationship with the Paul Gauguin ending at the end of this year, my guess is that Regent would have preferred a new ship and dumping Navigator, but that is not an option anymore. So by the end of 2009, barring something unanticipated, Regent will be a three ship company...with nothing "exciting" on the hardware front expected until 2011.
That may be a bit of a challenge for a luxury product. Seabourn has been extremely successful with older hardware due to its superlative service and cuisine. I am concerned, however, that Regent - which has been admitted struggling with inconsistent service and cuisine - may not be able to pull off such an accomplishment, even if it markedly improves because it must service 700+; not 200. We shall see.
Friday, December 26, 2008
An Open Letter from Mark Conroy, President of Regent Seven Seas Cruise s - A Refreshing Admission.
On December 23, 2008 at 6:37 p.m. (at the close of business, so effectively on Christmas Eve) Mark Conroy, President of Regent Seven Seas Cruises took the unusual step of posting an open letter on Cruise Critic which was clearly in response to some of the now more consistent posts about the declining quality, inconsistent service and changes on Regent cruises.
Mr. Conroy wrote (and I have highlighted a few things) as follows:
Dear RSSC Guests and Cruise Critic Readers,
I’ve been an avid reader of Cruise Critic for many years and have always found it, along with direct feedback from our guests, to be an invaluable feedback tool and a great way for us to keep our finger on the pulse of our company and our product.
After reading some of the most recent threads, I wanted to take a few moments to provide you all with some insights, address some of the concerns that you have voiced, and provide you with my personal reassurance that Regent Seven Seas Cruises is still the same luxury experience that so many of you have come to know and love.
There has been a great deal of discussion about changes and I will be frank, yes, there have been changes. And while we all know that change can be unsettling, I want to assure you that any changes we have made or are in the process of making, are based upon feedback from our guests, travel agent partners and team members aboard the ships and here in Fort Lauderdale. Feedback and insight from you is something that has been critical to our success and has been our proverbial guiding light.
In the interest of providing you with some keener insight, I want to step back to earlier this year when there was a change in ownership. This change allowed us as a company to change from one that was a very small part of a large corporation to one that was part of a smaller and very focused organization. With that change, we as a company saw tremendous opportunities to not only undertake initiatives that we would not have in the past, but to also challenge ourselves to find new ways to make the experience better and shine brighter. The $40 million dollar renovation and refurbishment of the Voyager and Mariner are probably the most obvious examples of our new mindset and our commitment to the Regent Experience.
And the investments don’t stop at the way the ships look and feel, we’re raising the bar in every conceivable area - the culinary experience, onboard amenities and entertainment, crew recruitment, crew training and most importantly, crew retention. It’s the stellar group of officers, staff and crew that have made RSSC the cruise line it is today and we will never lose sight of that. We’ve made some great enhancements to our training and benefits for the crew in the way of increased benefits, enhanced health coverage, overtime pay and dedicated Crew Resource Managers. We’ve also brought greater consistency to our crew scheduling and the vacation time they spend ashore. Ultimately, we want every crew member to leave the ship at the end of their contract with an assignment letter to return for a new contact. That’s not to say that you won’t see some new faces as we will continue to recruit and add new staff aboard ship and in the shore side operations.
We’ve been very fortunate to be able to welcome some new members to our family this past year, some of them returning RSSC veterans. Robin Lindsay and Franco Semeraro, who head up the Vessel and Hotel Operations, are both veterans of the luxury cruise and worked with me when in RSSC was just a small fledgling line with only the Radisson Diamond and Song of Flower. They were instrumental in establishing RSSC as a premier luxury brand and then went on to spend a good number of years at Silversea. Michael Coghlan, the General Manager of the Voyager, also hails from Silversea and has an admirable resume of accomplishments.
There are also plenty of familiar faces amongst the new. Steph Armegol and Bernhard Klotz, whom many of you may have met, still lead our Hotel and Culinary operations teams. Of course, Captains Dag and McNeill, General Managers Engelbert, Guiseppe and Philippe, just to name a few, all happily remain.
With the Voyager refit behind us, and the completion of Mariner’s refit only a few short weeks away, we’re in the home stretch. With that, the majority of changes and enhancements in the product will be complete and we can focus on fine-tuning our product and its delivery. The fine-tuning aspect is one that will be ongoing and once again, we’ll be counting on you, our guests to provide us feedback on what you like and what needs attention, just as you have always done.
That’s not to say that in the midst of these changes that we will not have hiccups. We’ve had a few and while some companies might like to think they are perfect, we know we are not. But we try hard to be as close to it as possible, we give it our all and pour our hearts into it. And if something is not right, we will do everything we can to set things right.
For those of you sailing in the coming months, I encourage you to judge any of the changes on their own merits, I’m confident that you will see that they have been made for the better. And if something is not quite right, please make sure to let any of the staff or department heads know so they can take corrective actions.
I’ll be out and about on the ships a great deal in the coming year, as I am sure Frank, Robin, Franco and Ken will be as well, and look forward to hearing your thoughts. In between, I’ll be reading Cruise Critic and be chiming in on occasion, as time permits.
I wish you all a safe and joyous Holiday Season and a great New Year.
Sincerely,
Mark Conroy
President, Regent Seven Seas Cruises
While the letter is refreshing on its face, I have to wonder why it is it took so long to admit to everyone that Regent was not delivering the luxury product it charges such a high premium for. I have consistently commented that Regent's food is not "luxury", that its amenities were downgraded to essentially "common", that its crew training and performance was poor and, most importantly, there was very little consistency of product on the same ship, no less across the ships.
So for all of those that have felt I push Seabourn to a fault, I have always called it as I see it. As they say, "The proof is in the pudding." Seabourn has gone over the top to try and make its service not only consistent on each cruise and across its present ships, but on its Seabourn Odyssey as well. You will not see a similar letter from Pamela Conover...because it simply isn't necessary. (No, Seabourn is not perfect, but "fine tuning" is its way of life...not a new concept.)
So, in this economy, you just might want to ask yourself, "Do I want to spend my money on Regent's work in progress or on Seabourn's consistent luxury product?"
Honestly, if Regent's pricing was more in line with the reality of its product I might well say, "Go for it", but not yet. (I will be posting on this subject soon.)
I wish Regent all the best in its endeavors and, to be sure, I want it to succeed; for competition and alternatives are great for business. But until the product is proven...and after years of telling me "All is well" when we now have read Mr. Conroy's honest admission it was not...Regent is not going to get my endorsement.
I am pleased with Regent's words and its announced commitment to make Regent the luxury product it once was. I can't wait to be able to, once again, recommend it!
Mr. Conroy wrote (and I have highlighted a few things) as follows:
Dear RSSC Guests and Cruise Critic Readers,
I’ve been an avid reader of Cruise Critic for many years and have always found it, along with direct feedback from our guests, to be an invaluable feedback tool and a great way for us to keep our finger on the pulse of our company and our product.
After reading some of the most recent threads, I wanted to take a few moments to provide you all with some insights, address some of the concerns that you have voiced, and provide you with my personal reassurance that Regent Seven Seas Cruises is still the same luxury experience that so many of you have come to know and love.
There has been a great deal of discussion about changes and I will be frank, yes, there have been changes. And while we all know that change can be unsettling, I want to assure you that any changes we have made or are in the process of making, are based upon feedback from our guests, travel agent partners and team members aboard the ships and here in Fort Lauderdale. Feedback and insight from you is something that has been critical to our success and has been our proverbial guiding light.
In the interest of providing you with some keener insight, I want to step back to earlier this year when there was a change in ownership. This change allowed us as a company to change from one that was a very small part of a large corporation to one that was part of a smaller and very focused organization. With that change, we as a company saw tremendous opportunities to not only undertake initiatives that we would not have in the past, but to also challenge ourselves to find new ways to make the experience better and shine brighter. The $40 million dollar renovation and refurbishment of the Voyager and Mariner are probably the most obvious examples of our new mindset and our commitment to the Regent Experience.
And the investments don’t stop at the way the ships look and feel, we’re raising the bar in every conceivable area - the culinary experience, onboard amenities and entertainment, crew recruitment, crew training and most importantly, crew retention. It’s the stellar group of officers, staff and crew that have made RSSC the cruise line it is today and we will never lose sight of that. We’ve made some great enhancements to our training and benefits for the crew in the way of increased benefits, enhanced health coverage, overtime pay and dedicated Crew Resource Managers. We’ve also brought greater consistency to our crew scheduling and the vacation time they spend ashore. Ultimately, we want every crew member to leave the ship at the end of their contract with an assignment letter to return for a new contact. That’s not to say that you won’t see some new faces as we will continue to recruit and add new staff aboard ship and in the shore side operations.
We’ve been very fortunate to be able to welcome some new members to our family this past year, some of them returning RSSC veterans. Robin Lindsay and Franco Semeraro, who head up the Vessel and Hotel Operations, are both veterans of the luxury cruise and worked with me when in RSSC was just a small fledgling line with only the Radisson Diamond and Song of Flower. They were instrumental in establishing RSSC as a premier luxury brand and then went on to spend a good number of years at Silversea. Michael Coghlan, the General Manager of the Voyager, also hails from Silversea and has an admirable resume of accomplishments.
There are also plenty of familiar faces amongst the new. Steph Armegol and Bernhard Klotz, whom many of you may have met, still lead our Hotel and Culinary operations teams. Of course, Captains Dag and McNeill, General Managers Engelbert, Guiseppe and Philippe, just to name a few, all happily remain.
With the Voyager refit behind us, and the completion of Mariner’s refit only a few short weeks away, we’re in the home stretch. With that, the majority of changes and enhancements in the product will be complete and we can focus on fine-tuning our product and its delivery. The fine-tuning aspect is one that will be ongoing and once again, we’ll be counting on you, our guests to provide us feedback on what you like and what needs attention, just as you have always done.
That’s not to say that in the midst of these changes that we will not have hiccups. We’ve had a few and while some companies might like to think they are perfect, we know we are not. But we try hard to be as close to it as possible, we give it our all and pour our hearts into it. And if something is not right, we will do everything we can to set things right.
For those of you sailing in the coming months, I encourage you to judge any of the changes on their own merits, I’m confident that you will see that they have been made for the better. And if something is not quite right, please make sure to let any of the staff or department heads know so they can take corrective actions.
I’ll be out and about on the ships a great deal in the coming year, as I am sure Frank, Robin, Franco and Ken will be as well, and look forward to hearing your thoughts. In between, I’ll be reading Cruise Critic and be chiming in on occasion, as time permits.
I wish you all a safe and joyous Holiday Season and a great New Year.
Sincerely,
Mark Conroy
President, Regent Seven Seas Cruises
While the letter is refreshing on its face, I have to wonder why it is it took so long to admit to everyone that Regent was not delivering the luxury product it charges such a high premium for. I have consistently commented that Regent's food is not "luxury", that its amenities were downgraded to essentially "common", that its crew training and performance was poor and, most importantly, there was very little consistency of product on the same ship, no less across the ships.
So for all of those that have felt I push Seabourn to a fault, I have always called it as I see it. As they say, "The proof is in the pudding." Seabourn has gone over the top to try and make its service not only consistent on each cruise and across its present ships, but on its Seabourn Odyssey as well. You will not see a similar letter from Pamela Conover...because it simply isn't necessary. (No, Seabourn is not perfect, but "fine tuning" is its way of life...not a new concept.)
So, in this economy, you just might want to ask yourself, "Do I want to spend my money on Regent's work in progress or on Seabourn's consistent luxury product?"
Honestly, if Regent's pricing was more in line with the reality of its product I might well say, "Go for it", but not yet. (I will be posting on this subject soon.)
I wish Regent all the best in its endeavors and, to be sure, I want it to succeed; for competition and alternatives are great for business. But until the product is proven...and after years of telling me "All is well" when we now have read Mr. Conroy's honest admission it was not...Regent is not going to get my endorsement.
I am pleased with Regent's words and its announced commitment to make Regent the luxury product it once was. I can't wait to be able to, once again, recommend it!
Wednesday, November 26, 2008
Silversea - Lost at Sea????
Every time I go to post something about Silversea Cruise Line, something else comes about that makes me shake my head.
Not so long ago I posted about the Prince Albert II making a big play in Tahiti and French Polynesia. Well, scratch that out. That itinerary has been pulled. It is not surprising in that it drew so little interest. I, personally, found that a March sailing was literally wide open....and I mean WIDE open. Obviously, either from a marketing, pricing or some external factor, people found the Paul Gauguin to be a better choice...if they even knew about the Silversea option.
Instead the Prince Albert II is. according to a Silversea announcement, heading to the Artic, but there is catch. If you go to the Silversea website there are no itineraries. That three month block of time is nowhere to be found. On March 8, 2009 the ship is in Valparaiso, Chile and on June 1, 2009 it is in Hamburg, Germany. Huh?
There may be good reason for this, but as a travel agent who specializes in luxury clientèle, I am very confident in saying that the appearance of chaos is not a good thing. And, without question, this appears like chaos.
But then there is the whole discounted cruise issue and how that was handled. Silversea announced that it was discounting its cruises through March by as much as 50% or more. But then it was announced, to the public in places like Seatrade, that it was providing its travel agents with an unheard of 25% commission. Doing the simple math: A $10,000 brochure fare would really have a 20% early booking savings on it already, so it is a real $8,000 fare. When that fare is reduced to 50%, it becomes a $5,000 fare. When you then give a 25% commission, it becomes a $3,750 net fare rather than a much more significant one. (I can't give you the exact amounts as commission information is supposed to be confidential, but know it is significantly more.)
This resulted in literally every one of my clients that showed any interest in a Silversea cruise afraid to book a cruise with it because it sounds like the line is starving for cash. And being cash-starved in a credit-tight world is not a good thing. Considering the last thing someone wants to worry about is whether their reduced expendable income is going to be lost (or, at a minimum, a credit card dispute tying up funds for weeks or months) or their getaway becoming a "get involved" or worrisome, the logic of Silversea's actions just escapes me.
I started to write, "I am assuming there is a plan in there somewhere", but then I thought again. I must restate it as, "Is there a plan in there?"
I am, to be sure, very concerned about the survival of Silversea. Do I have firm evidence of financial
distress? Absolutely NOT. But I still have my opinion based upon the following series of events:
- Change from European to lesser trained and not all English-fluent Filipino staff;
- Rotating chefs and reduction in food quality;
- Announcement that Silversea wants over 50% of its passengers to be non-U.S. based;
- Claims of passengers loads increasing by over 30% (a clear indication of empty ships, for you can't increase passenger loads if you have full ships and no new ones in operation);
- Touting that there are many new passengers, so there should be no intimidation of feeling left out (Isn't that an admission of passenger not being satisfied, so the repeater numbers have declined?)
- Sharp reductions in pricing through March 2009;
- Publicly announcing 25% commissions to travel agents; and, without limitation,
- Prince Albert II chaos.
- (Note: I have no solid information on this last one, but I have heard rumors of it: Construction on the new ship has been slowed.)
I may criticize some aspects of other lines, as I just did with the Regent Seven Seas Prime 7 Steakhouse, but there is a big difference. I have commended Apollo Management and Prestige Cruise Holdings for taking a much more fiscally responsible approach any effectively canning the new ship, not wasting money on the Navigator (which I believe will be leaving the fleet at the earliest possible time...which probably will be at least a couple of years away) and making upgrades (mechanical and in public spaces) on the Voyager and Mariner. I also surmise that ending its relationship with the Paul Gauguin is based upon the net smaller returns since it had the added costs of chartering the vessel to deal with. I also may not agree with Regent's pricing, but alas it is not "giving away the ship", but has focused on marketing (even making cold calls to past passengers).
So, there are ways to be aggressive in this slower market and there are ways to cut costs and expenses. I see Apollo/Prestige Cruise Holdings/Regent's logic and await the results. I hope someone can tell me what is going on at Silversea.
I think it is important that Silvesea survives and flourishes. Competition and Alternatives are both good and necessary...and they inspire Confidence in the marketplace.
Not so long ago I posted about the Prince Albert II making a big play in Tahiti and French Polynesia. Well, scratch that out. That itinerary has been pulled. It is not surprising in that it drew so little interest. I, personally, found that a March sailing was literally wide open....and I mean WIDE open. Obviously, either from a marketing, pricing or some external factor, people found the Paul Gauguin to be a better choice...if they even knew about the Silversea option.
Instead the Prince Albert II is. according to a Silversea announcement, heading to the Artic, but there is catch. If you go to the Silversea website there are no itineraries. That three month block of time is nowhere to be found. On March 8, 2009 the ship is in Valparaiso, Chile and on June 1, 2009 it is in Hamburg, Germany. Huh?
There may be good reason for this, but as a travel agent who specializes in luxury clientèle, I am very confident in saying that the appearance of chaos is not a good thing. And, without question, this appears like chaos.
But then there is the whole discounted cruise issue and how that was handled. Silversea announced that it was discounting its cruises through March by as much as 50% or more. But then it was announced, to the public in places like Seatrade, that it was providing its travel agents with an unheard of 25% commission. Doing the simple math: A $10,000 brochure fare would really have a 20% early booking savings on it already, so it is a real $8,000 fare. When that fare is reduced to 50%, it becomes a $5,000 fare. When you then give a 25% commission, it becomes a $3,750 net fare rather than a much more significant one. (I can't give you the exact amounts as commission information is supposed to be confidential, but know it is significantly more.)
This resulted in literally every one of my clients that showed any interest in a Silversea cruise afraid to book a cruise with it because it sounds like the line is starving for cash. And being cash-starved in a credit-tight world is not a good thing. Considering the last thing someone wants to worry about is whether their reduced expendable income is going to be lost (or, at a minimum, a credit card dispute tying up funds for weeks or months) or their getaway becoming a "get involved" or worrisome, the logic of Silversea's actions just escapes me.
I started to write, "I am assuming there is a plan in there somewhere", but then I thought again. I must restate it as, "Is there a plan in there?"
I am, to be sure, very concerned about the survival of Silversea. Do I have firm evidence of financial
distress? Absolutely NOT. But I still have my opinion based upon the following series of events:
- Change from European to lesser trained and not all English-fluent Filipino staff;
- Rotating chefs and reduction in food quality;
- Announcement that Silversea wants over 50% of its passengers to be non-U.S. based;
- Claims of passengers loads increasing by over 30% (a clear indication of empty ships, for you can't increase passenger loads if you have full ships and no new ones in operation);
- Touting that there are many new passengers, so there should be no intimidation of feeling left out (Isn't that an admission of passenger not being satisfied, so the repeater numbers have declined?)
- Sharp reductions in pricing through March 2009;
- Publicly announcing 25% commissions to travel agents; and, without limitation,
- Prince Albert II chaos.
- (Note: I have no solid information on this last one, but I have heard rumors of it: Construction on the new ship has been slowed.)
I may criticize some aspects of other lines, as I just did with the Regent Seven Seas Prime 7 Steakhouse, but there is a big difference. I have commended Apollo Management and Prestige Cruise Holdings for taking a much more fiscally responsible approach any effectively canning the new ship, not wasting money on the Navigator (which I believe will be leaving the fleet at the earliest possible time...which probably will be at least a couple of years away) and making upgrades (mechanical and in public spaces) on the Voyager and Mariner. I also surmise that ending its relationship with the Paul Gauguin is based upon the net smaller returns since it had the added costs of chartering the vessel to deal with. I also may not agree with Regent's pricing, but alas it is not "giving away the ship", but has focused on marketing (even making cold calls to past passengers).
So, there are ways to be aggressive in this slower market and there are ways to cut costs and expenses. I see Apollo/Prestige Cruise Holdings/Regent's logic and await the results. I hope someone can tell me what is going on at Silversea.
I think it is important that Silvesea survives and flourishes. Competition and Alternatives are both good and necessary...and they inspire Confidence in the marketplace.
Monday, November 24, 2008
Regent's New Prime 7 - A New Luxury Restaurant or Just an Extra Ordinary Eatery?
So the news announced today by Regent Seven Seas is that it is about to install its new Prime 7 Steakhouse on its Voyager and Mariner ships. My question, to be honest, is "What, in real terms,is new and luxury?"
This replacement for the lackluster and curious Asian-esque Lattitudes sounds physically appealing: a "rich pallete of greens and golden hues", "supple leather furniture" and "polished granite and burnished woods". I am most interested to see the design, especially after seeing just last week what Celebrity accomplished with its Celebrity Solstice's steakhouse.
That said, the menu sounds like a very common steakhouse menu and nothing more. It starts out with an interesting "trio of steak tartares and foie gras sliders with rhubarb chutney", but then hypes them as being avant-garde. They aren't. Did Regent find the recipe on The Food Network website? See http://www.foodnetwork.com/recipes/emeril-lagasse/rhubarb-and-foie-gras-recipe/index.html .) After those highlights it was old fashioned oysters Rockefeller and jumbo lump crabmeat cakes. To be fair, they can be extraordinary or just the same old, same old. Time will tell.
So I look further into the menu and am really disappointed. Once I get past the 32 ounce Porterhouse and the 18 ounce Cote de Boeuf (ribeye steak), the remainder is nothing extraordinary, but rather exactly what you would expect...nothing more: surf and turf, lambchops, frozen crab legs, frozen lobster tails and roasted chicken.
OK, you probably think I am being harsh...even anti-Regent. No, I am wondering where the gourmet "6 star" luxury experience is. (Regent is the one that started the 6 star hype.) I would expect that coming out with a new restaurant on these ships would bring something special. (It is not hard. For example, Celebrity Solstice has Kobe beef as an offering in addition to homemade gnocchi and ravioli.)
If I am going on what is clearly one of the most, if not the most, expensive major cruise line in the world I expect better than expected, more than ordinary and, most certainly, something better than hype. While it is only one element of a cruise, I find it worrisome that Celebrity seems to have executed the steakhouse concept better on on a cruise that will cost you literally a fraction of what a Regent cruise will.
I hope I am wrong, but having just come off a ship which wow'd me and which provided me with more than solid service and which proudly calls itself "premium" not "luxury" I just expect more. We shall see.
This replacement for the lackluster and curious Asian-esque Lattitudes sounds physically appealing: a "rich pallete of greens and golden hues", "supple leather furniture" and "polished granite and burnished woods". I am most interested to see the design, especially after seeing just last week what Celebrity accomplished with its Celebrity Solstice's steakhouse.
That said, the menu sounds like a very common steakhouse menu and nothing more. It starts out with an interesting "trio of steak tartares and foie gras sliders with rhubarb chutney", but then hypes them as being avant-garde. They aren't. Did Regent find the recipe on The Food Network website? See http://www.foodnetwork.com/recipes/emeril-lagasse/rhubarb-and-foie-gras-recipe/index.html .) After those highlights it was old fashioned oysters Rockefeller and jumbo lump crabmeat cakes. To be fair, they can be extraordinary or just the same old, same old. Time will tell.
So I look further into the menu and am really disappointed. Once I get past the 32 ounce Porterhouse and the 18 ounce Cote de Boeuf (ribeye steak), the remainder is nothing extraordinary, but rather exactly what you would expect...nothing more: surf and turf, lambchops, frozen crab legs, frozen lobster tails and roasted chicken.
OK, you probably think I am being harsh...even anti-Regent. No, I am wondering where the gourmet "6 star" luxury experience is. (Regent is the one that started the 6 star hype.) I would expect that coming out with a new restaurant on these ships would bring something special. (It is not hard. For example, Celebrity Solstice has Kobe beef as an offering in addition to homemade gnocchi and ravioli.)
If I am going on what is clearly one of the most, if not the most, expensive major cruise line in the world I expect better than expected, more than ordinary and, most certainly, something better than hype. While it is only one element of a cruise, I find it worrisome that Celebrity seems to have executed the steakhouse concept better on on a cruise that will cost you literally a fraction of what a Regent cruise will.
I hope I am wrong, but having just come off a ship which wow'd me and which provided me with more than solid service and which proudly calls itself "premium" not "luxury" I just expect more. We shall see.
Wednesday, October 15, 2008
Concerns: Apollo Management and Prestige Cruise Holding (NCL, Regent Seven Seas and Oceania)
I have hesitated to write about the effects of this poor economy on the cruise lines themselves because, in large part, we really don't know what the long term effects will be. While the issues of last minute discounts and more close-in bookings (ala post 9/11) on less than full ships are not beyond possibilities, the fact is that right now people who are cruising paid for their cruises before the bottom seemingly fell out and it is too early to really see what the next couple of months (post-election) has in store for us, the consumers and them, the industry.
Also, while some cruise lines are panicking, others are being creative and yet others are still figuring out what, if anything, should be done differently. So that too is not the focus on this post and speculating would not be fair or productive.
However, over the past three weeks there has been much in the industry news about NCL and Aker Shipyard having a "dispute" over Norwegian Cruise Line's new F3 ship. While Aker claims it has not stopped work on the first F3 (which is about 25% complete), it has been reported that they are now trying to sell the hull to other major cruise lines...and there is not much interest. Aker, though, has also stopped work on the second F3 ship.
Apollo and NCL have been silent claiming they do not discuss disputes or litigation. What has happened, however, is that their announcement of the new ship is not as clear in their taglines, mention of the F3 is all but absent from the NCL website, the F3 microsite has been buried (You you can still find it via http://www.f3.ncl.com/main.html.) and the person who was in charge of the PR for the F3, Susan Robison, has left NCL.
The word on the street is that Apollo has shut down the project as simply being too expensive. I think there probably is another, related, problem: Financing. Most entities like Apollo leverage their assets in order to obtain sufficient cash to improve products and then sell them off at a profit. If the product is losing value, or if a cash infusion will not increase its value, the desire to put money in drops. Banks and lenders - especially now - are not as willing to finance companies to put cash into a potentially unprofitable venture. Add to that the unexpected strength in the US dollar versus the Euro and some of the math turns upside down.
Here, the F3 ships have a radical - and unproven - interior design for a market that is being hit hard by the economic problems and, at least in the near future, probably are not going to be parting with as much cash on the holy grail of the mass market cruise business: onboard revenue. Add to that the downward pressure on pricing and the drop off in (long range) bookings, Apollo and its lenders have probably (my guess) said something along the lines of, "NCL's Hawaii plan seemed good, but we took a bath as it was unconventional and had unforeseen problems. NCL has lost over $350,000,000 in the last two years. Now we have a $1,000,000,000 (yes, one billion dollar) project which is now seeing cost increases (due to the loss in value of the Euro - the currency of the contract - as well as difficulties in creating the radical design elements) and we cannot assure a profit at higher prices with possible reductions in passenger loads...and NCL is bleeding cash flow as it is."
While that "magic" is playing out, the operationally pretty solid Oceania, through Apollo's Prestige Cruise Holdings (separate from NCL) is working hard to clean up the issues at Regent by increasing efficiencies on many levels and revamping the luxury line's ships from hardware to software to crew. We have seen the previously greatly publicized talk of a new ship for Regent being, quite obviously, pushed to the back...see the parallel here!...and, in its place, a $40,000,000 refurbishment of the Voyager and Mariner; leaving the Navigator for another day (if there is another day for that ship!) and there being talk on the street and some publications of the end of its relationship with the Paul Gauguin. Now, there is talk of the Voyager and Mariner refurbishments being scaled back as well.
I am not so sure these fiscally stringent moves are a bad thing. The concept of growth through huge increases in inventory has a great flaw: Not enough buyers of that inventory (i.e. cruise passengers). That, added to the cost of creating that additional inventory, can destroy a positive bottom line. So, Apollo and Prestige Cruise Holdings may just be saying that we would rather utilize what we have and utilize it well, possibly generating smaller profits, than growing ourselves (and our debt) right out of business.
I much prefer a higher quality product from a profitable cruise line than a less quality product from a cruise line trying to find its way out of a problem it created which, inevitably, would cause the passengers to pay more to get less.
It is going to be interesting to see how all this plays out.
Also, while some cruise lines are panicking, others are being creative and yet others are still figuring out what, if anything, should be done differently. So that too is not the focus on this post and speculating would not be fair or productive.
However, over the past three weeks there has been much in the industry news about NCL and Aker Shipyard having a "dispute" over Norwegian Cruise Line's new F3 ship. While Aker claims it has not stopped work on the first F3 (which is about 25% complete), it has been reported that they are now trying to sell the hull to other major cruise lines...and there is not much interest. Aker, though, has also stopped work on the second F3 ship.
Apollo and NCL have been silent claiming they do not discuss disputes or litigation. What has happened, however, is that their announcement of the new ship is not as clear in their taglines, mention of the F3 is all but absent from the NCL website, the F3 microsite has been buried (You you can still find it via http://www.f3.ncl.com/main.html.) and the person who was in charge of the PR for the F3, Susan Robison, has left NCL.
The word on the street is that Apollo has shut down the project as simply being too expensive. I think there probably is another, related, problem: Financing. Most entities like Apollo leverage their assets in order to obtain sufficient cash to improve products and then sell them off at a profit. If the product is losing value, or if a cash infusion will not increase its value, the desire to put money in drops. Banks and lenders - especially now - are not as willing to finance companies to put cash into a potentially unprofitable venture. Add to that the unexpected strength in the US dollar versus the Euro and some of the math turns upside down.
Here, the F3 ships have a radical - and unproven - interior design for a market that is being hit hard by the economic problems and, at least in the near future, probably are not going to be parting with as much cash on the holy grail of the mass market cruise business: onboard revenue. Add to that the downward pressure on pricing and the drop off in (long range) bookings, Apollo and its lenders have probably (my guess) said something along the lines of, "NCL's Hawaii plan seemed good, but we took a bath as it was unconventional and had unforeseen problems. NCL has lost over $350,000,000 in the last two years. Now we have a $1,000,000,000 (yes, one billion dollar) project which is now seeing cost increases (due to the loss in value of the Euro - the currency of the contract - as well as difficulties in creating the radical design elements) and we cannot assure a profit at higher prices with possible reductions in passenger loads...and NCL is bleeding cash flow as it is."
While that "magic" is playing out, the operationally pretty solid Oceania, through Apollo's Prestige Cruise Holdings (separate from NCL) is working hard to clean up the issues at Regent by increasing efficiencies on many levels and revamping the luxury line's ships from hardware to software to crew. We have seen the previously greatly publicized talk of a new ship for Regent being, quite obviously, pushed to the back...see the parallel here!...and, in its place, a $40,000,000 refurbishment of the Voyager and Mariner; leaving the Navigator for another day (if there is another day for that ship!) and there being talk on the street and some publications of the end of its relationship with the Paul Gauguin. Now, there is talk of the Voyager and Mariner refurbishments being scaled back as well.
I am not so sure these fiscally stringent moves are a bad thing. The concept of growth through huge increases in inventory has a great flaw: Not enough buyers of that inventory (i.e. cruise passengers). That, added to the cost of creating that additional inventory, can destroy a positive bottom line. So, Apollo and Prestige Cruise Holdings may just be saying that we would rather utilize what we have and utilize it well, possibly generating smaller profits, than growing ourselves (and our debt) right out of business.
I much prefer a higher quality product from a profitable cruise line than a less quality product from a cruise line trying to find its way out of a problem it created which, inevitably, would cause the passengers to pay more to get less.
It is going to be interesting to see how all this plays out.
Monday, September 15, 2008
Regent Seven Seas Announces Major Upgrades to Two Ships
Regent Seven Seas Cruises announced that the refurbishments it has been contemplating will commence in December 2008 with the dry-dock of Seven Seas Voyager, followed by Seven Seas Mariner in January 2009. (The Seven Seas Navigator will not have any of the upgrades until the first half of 2010 and details of those upgrades will be announced later.)
In addition to the scheduled technical work (like fixing the Voyager's bottom damages and vibration issues and the Mariner's pod being replaced), the press release announces that "almost every area of the ships will be refurbished", with public rooms being substantially redesigned with new furniture, using "sumptuous materials" such as leathers, suede, and mahogany, along with warm color schemes and rich fabrics offset by marble and granite accents. In other words, the Voyager and Mariner will be transformed from rather bland and blue spaces to more appropriate upscale and elegant ones. For me this is very good news, indeed!
The highlights of the refurbishment program for Seven Seas Voyager and Seven Seas Mariner include:
1. The creation of a new alternative dining concept and venue - a steakhouse named Prime Seven -that will replace the current "Asian-fusion" Latitudes restaurants.
2. The redesign of lounges and public rooms to create more spacious areas for relaxation
3. The creation of elegant new lounge and dining areas around the Pool Grill
4. New carpeting, wallpaper, upholstery, light fixtures, and drapes in most public areas and guest suite accommodations
5. More casual dining options with the addition of pizza ovens and ice-cream bars
6. The creation of an extended coffee and snack bar area on Seven Seas Voyager, similar to the very popular Coffee Connection on Seven Seas Mariner
I think each and every one of the announced changes are improvements that were necessary and are very positive.
BUT - and isn't there always - if you look carefully at the announcement, don't expect $20 million dollars to be thrown at the interiors of each ship. There are some VERY expensive technical repairs and upgrades that are going to be eating up a good portion of the improvement funds.
Also, if you look at what is being done in an overall feel of the ship, there is much more in the way of soft goods rather than physical changes in the ships that is going to be happening. That is probably the most efficient use of an improvement budget and I look forward to seeing what will be happening in the next few months as far as the release of any details.
I hope, but have no information that it will be happening, that part of the renovation of the public spaces will create changes in the main dining rooms, the Compass Rose, to improve seating (to eliminate waits for tables), improve service (with better flow and distribution of work) and menu (with higher quality food and menu items.)
With the focus by many on new ships and Regent's plans for a new ship either on hold or delayed, this signals to me an improvement in its offered product that is very welcome.
I will keep you posted.
In addition to the scheduled technical work (like fixing the Voyager's bottom damages and vibration issues and the Mariner's pod being replaced), the press release announces that "almost every area of the ships will be refurbished", with public rooms being substantially redesigned with new furniture, using "sumptuous materials" such as leathers, suede, and mahogany, along with warm color schemes and rich fabrics offset by marble and granite accents. In other words, the Voyager and Mariner will be transformed from rather bland and blue spaces to more appropriate upscale and elegant ones. For me this is very good news, indeed!
The highlights of the refurbishment program for Seven Seas Voyager and Seven Seas Mariner include:
1. The creation of a new alternative dining concept and venue - a steakhouse named Prime Seven -that will replace the current "Asian-fusion" Latitudes restaurants.
2. The redesign of lounges and public rooms to create more spacious areas for relaxation
3. The creation of elegant new lounge and dining areas around the Pool Grill
4. New carpeting, wallpaper, upholstery, light fixtures, and drapes in most public areas and guest suite accommodations
5. More casual dining options with the addition of pizza ovens and ice-cream bars
6. The creation of an extended coffee and snack bar area on Seven Seas Voyager, similar to the very popular Coffee Connection on Seven Seas Mariner
I think each and every one of the announced changes are improvements that were necessary and are very positive.
BUT - and isn't there always - if you look carefully at the announcement, don't expect $20 million dollars to be thrown at the interiors of each ship. There are some VERY expensive technical repairs and upgrades that are going to be eating up a good portion of the improvement funds.
Also, if you look at what is being done in an overall feel of the ship, there is much more in the way of soft goods rather than physical changes in the ships that is going to be happening. That is probably the most efficient use of an improvement budget and I look forward to seeing what will be happening in the next few months as far as the release of any details.
I hope, but have no information that it will be happening, that part of the renovation of the public spaces will create changes in the main dining rooms, the Compass Rose, to improve seating (to eliminate waits for tables), improve service (with better flow and distribution of work) and menu (with higher quality food and menu items.)
With the focus by many on new ships and Regent's plans for a new ship either on hold or delayed, this signals to me an improvement in its offered product that is very welcome.
I will keep you posted.
Tuesday, August 12, 2008
Upgrades to Regent Seven Seas Voyager and Mariner
There was a very brief article of a mere seven (7) lines yesterday in Travel Weekly about upgrades to the Regent Seven Seas Voyager and Mariner, but interesting silence as to the Navigator. Also, while the $40,000,000 figure was used, it is hard to tell where the money will really be spent since Mariner is going to have its damaged pod replaced during its drydock.
According to a quote of Frank Del Rio both of the specialty restaurants (Signatures and Latitudes) will be "redesigned" and the public spaces will be "completely refurbished". He states that under Prestige Cruise Holdings there will be "significant improvements" and Regent will be "raising the bar".
What struck me, however, was not the positive comments by Mr. Del Rio, but rather the impression expressed by Travel Weekly, "The implicit message is that Regent needs to be better."
Personally, I ever really had a problem with the public areas on the two ships. They worked just fine. I don't mind them being refurbished, obviously, and I am sure there will be some pretty interesting things done.
I am, however, pleased that Signatures and Latitudes are being "redesigned".They need it...from top to bottom. The spaces were OK, but nothing special. Walk into the specialty restaurants on Celebrity and you get a much bigger "WOW factor". I also found the Latitudes menu to be lacking and the Signatures Le Cordon Bleu claims overblown. I believe there have been discussions of a high quality steakhouse which many (if not myself) would find a popular alternative for those seeking out basic American comfort food. We shall see, but I hope the cuisine is put to the fore...not hype or glitz.
But with this good news I cannot help but wonder about the training and service aspects of the ships. That is where I find Regent actually suffers. To me better "software" is far more important than better "hardware".
Finally, I am not sure if the upgrades are going to be a springboard for yet higher prices, but I hope not. I am just finding Regent's present pricing to be cost prohibitive not only for myself, but my clients.
It is a step...a good one...but I look forward to more.
According to a quote of Frank Del Rio both of the specialty restaurants (Signatures and Latitudes) will be "redesigned" and the public spaces will be "completely refurbished". He states that under Prestige Cruise Holdings there will be "significant improvements" and Regent will be "raising the bar".
What struck me, however, was not the positive comments by Mr. Del Rio, but rather the impression expressed by Travel Weekly, "The implicit message is that Regent needs to be better."
Personally, I ever really had a problem with the public areas on the two ships. They worked just fine. I don't mind them being refurbished, obviously, and I am sure there will be some pretty interesting things done.
I am, however, pleased that Signatures and Latitudes are being "redesigned".They need it...from top to bottom. The spaces were OK, but nothing special. Walk into the specialty restaurants on Celebrity and you get a much bigger "WOW factor". I also found the Latitudes menu to be lacking and the Signatures Le Cordon Bleu claims overblown. I believe there have been discussions of a high quality steakhouse which many (if not myself) would find a popular alternative for those seeking out basic American comfort food. We shall see, but I hope the cuisine is put to the fore...not hype or glitz.
But with this good news I cannot help but wonder about the training and service aspects of the ships. That is where I find Regent actually suffers. To me better "software" is far more important than better "hardware".
Finally, I am not sure if the upgrades are going to be a springboard for yet higher prices, but I hope not. I am just finding Regent's present pricing to be cost prohibitive not only for myself, but my clients.
It is a step...a good one...but I look forward to more.
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