It was announced to day that Christian Sauleau has rejoined Silversea as executive vice president of fleet operations, overseeing marine, technical, hotel, crewing, entertainment and land programs. He had been with Silversea in the mid-1990's before taking a position with Radisson Seven Seas, which later became Regent Seven Seas...just as it was being marketed for sale.
Mr. Sauleau quit Regent after the sale to Apollo Management. At the time I questioned the plans for the expected new Regent ship and where the focus of the cruise line was going. While I don't know everything, I see the Oceania-fication of Regent now consists of probably using an Oceania hull if there is a new ship (per Mark Conory), Oceania's hotel and food operations being put into place, a stripped down loyalty program and who knows what else.
The indicationsare that Silversea and Seabourn will be the only two major luxury lines. Seabourn will soon be a six (6) ship line (by 2011) and Silversea, with its Prince Albert II and newbuilds, also will be taking up more of the luxury passengers. To be sure it looks like Mr. Sauleau's talents will now be utilized rather than suppressed solely for the purpose of improving the immediate future's bottom line.
Showing posts with label regent. Show all posts
Showing posts with label regent. Show all posts
Friday, July 11, 2008
Regent Seven Seas Society Membership Changes...The Devolusion of a Loyalty Program
Regent Seven Seas has quietly announced some changes to its past passenger program. As I explain below, the program is providing far less than Seabourn and Silversea do while Regent charges the same price for its cruises (regardless of quality). Essentially, with a couple of exceptions, Regent is repackaging some of the little things it stopped providing its most loyal passengers as part of their cruise fare as "benefits" and then others are cheap efforts to sell insurance and up sell souvenirs.
First a good thing: For those of you who are familiar with the program, the "improved" one drops the silly art auction discounts.
Now, if you dig down, the program really doesn't provide much. After 21 days it provides free internet (which is a very nice thing) and one hour of satellite telephone time (also nice), but not much else of substance...until you sail more than 200 days.
At that 200+ day level Regent will provide complimentary laundry and pressing (and dry cleaning for those over 400 days) and a newspaper. I believe this change is in response to a number of World Cruise passengers who were very upset to see the previously complimentary laundry being limited by day and number of pieces on this past world cruise. So, if you are on your third World Cruise it is not a problem. It is a curious solution, but one that does correct an unintended insult to Regent's most loyal passengers.
Also at 400+ days Regent is providing complimentary transfers to the airport (within 50 miles) or airport/pier transfers for those same 400+ day folks.
But then it gets silly; and I mean really silly. If you purchase Regent insurance and you are one of its most loyal past passengers you get (noting it is a $49.00 value!) increased coverage. Not only that, if you act now and purchase a personalized softcover commemorative album it will be upgraded to a hardcover at no additional cost! Geez.
But saving the best for last, after tauting that its 200+ day passengers will have a special event on each cruise, Regent inserts an asterisk "The exclusive activities offered for Gold, Platinum and Titanium members may be combined with special events already incorporated in our longer voyages." In English: World Cruise and World Segment Passengers - the ones that will probably be in the 200+ day category are probably getting little benefit.
Since Regent competes with Seabourn and Silversea comparing the loyalty programs is only fair and appropriate.
On Seabourn's latest version of its program after 140 days you receive a free 7 day cruise in the category you have most sailed anywhere Seabourn cruises, or you can accrue the benefit and take a free 14 day cruise after 250 days. Comparison:
- Over the life of the Regent program to 250 days you may receive about $3,000 in benefits...if you fully use the internet benefit (at $100 per 10 day cruise and the first two don't count as you are not vested). If you don't, it is pretty much worthless. (Don't get me wrong, the internet benefit is nice.)
- On Seabourn you receive a cruise worth around $10,000 - $15,000.
All of a sudden the Regent program is looking pretty lame. And, for those who have spent 400+ days, you would be looking at $30,000+ in free cruises on Seabourn...while you had to fight to get Regent to do your laundry.
On Silversea you receive an additional 5% off on any Venetian Society discounted sailings after 100 days (value around $375-$500). At 250 days you receive an additional 10% off, plus complimentary laundry, along with early embarkation ($100 per cruise). At 350 days you receive a complimentary 7 day cruise followed by a complimentary 14 day cruise at 500 days. Again, the comparison - while not as generous overall as Seabourn - still puts Regent to shame.
Now, let me add one additional point: Seabourn and Silversea have much less capacity so the guests sailing are the ones actually paying for their one benefits. On Regent there are many that will never make even the first level of benefits as that would require three 7 day sailings. Those passengers are subsidizing the benefits of the most loyal passengers. Hence Regent should have a far more generous program because it is charging as much as Seabourn and Silversea and in actuality is doling out its limited benefits to only a small percentage of its past passengers.
It just baffles me.
For those that want to see the full list of Regent benefits, here they are:
Bronze, 4 - 20 nights
Seven Seas Society cocktail reception
Access to Seven Seas Society cruises, including exclusive events ashore
Seven Seas Society savings on select sailings
Personalized newsletter
Access to Online Personal Profile
Communications with advanced access to itineraries and special offers
Upgrade and referral opportunities on select sailings
Silver, 21 - 74 nights
Everything from Bronze tier PLUS the following items:
Complimentary Internet access on board
One hour complimentary phone time per suite
Complimentary pressing on formal and/or informal nights (up to two items per 7-night cruise segment)
Invitation to participate in Seven Seas Society Advisory Board (on select sailings)
Invitations to exclusive Regent cruise and hotel events in select cities
Gold, 75 - 199 nights
Everything from Bronze and Silver tiers PLUS the following items:
Priority disembarkation at cruise completion in select ports
Additional two hours of complimentary phone time per suite
Choice of newspaper service from around the world
Complimentary pressing of up to two additional items per 7-night cruise segment
Complimentary upgrade to hardcover of personalized commemorative album at soft cover price on select voyages
Exclusive Gold, Platinum and Titanium activity aboard or ashore on every sailing*
Priority reservations at restaurants and spas
Complimentary upgrade to Regent Care Plus when standard package is purchased
Platinum, 200 - 399 nights
Everything from Bronze, Silver and Gold tiers PLUS the following items:
Complimentary air deviation services (one time per sailing)
Additional six hours of complimentary phone usage per sailing
Complimentary pressing
Complimentary laundry services
Invitation to Customer Advisory Panel (on select sailings)
Titanium, 400 + nights
Everything from Bronze, Silver, Gold and Platinum tiers PLUS the following items:
Complimentary transfers to and from your home to the pier (within a 50 mile radius). OR complimentary transfers from the airport to the pier on embarkation and disembarkation day
Complimentary dry cleaning
The exclusive activities offered for Gold, Platinum and Titanium members may be combined with special events already incorporated in our longer voyages.
First a good thing: For those of you who are familiar with the program, the "improved" one drops the silly art auction discounts.
Now, if you dig down, the program really doesn't provide much. After 21 days it provides free internet (which is a very nice thing) and one hour of satellite telephone time (also nice), but not much else of substance...until you sail more than 200 days.
At that 200+ day level Regent will provide complimentary laundry and pressing (and dry cleaning for those over 400 days) and a newspaper. I believe this change is in response to a number of World Cruise passengers who were very upset to see the previously complimentary laundry being limited by day and number of pieces on this past world cruise. So, if you are on your third World Cruise it is not a problem. It is a curious solution, but one that does correct an unintended insult to Regent's most loyal passengers.
Also at 400+ days Regent is providing complimentary transfers to the airport (within 50 miles) or airport/pier transfers for those same 400+ day folks.
But then it gets silly; and I mean really silly. If you purchase Regent insurance and you are one of its most loyal past passengers you get (noting it is a $49.00 value!) increased coverage. Not only that, if you act now and purchase a personalized softcover commemorative album it will be upgraded to a hardcover at no additional cost! Geez.
But saving the best for last, after tauting that its 200+ day passengers will have a special event on each cruise, Regent inserts an asterisk "The exclusive activities offered for Gold, Platinum and Titanium members may be combined with special events already incorporated in our longer voyages." In English: World Cruise and World Segment Passengers - the ones that will probably be in the 200+ day category are probably getting little benefit.
Since Regent competes with Seabourn and Silversea comparing the loyalty programs is only fair and appropriate.
On Seabourn's latest version of its program after 140 days you receive a free 7 day cruise in the category you have most sailed anywhere Seabourn cruises, or you can accrue the benefit and take a free 14 day cruise after 250 days. Comparison:
- Over the life of the Regent program to 250 days you may receive about $3,000 in benefits...if you fully use the internet benefit (at $100 per 10 day cruise and the first two don't count as you are not vested). If you don't, it is pretty much worthless. (Don't get me wrong, the internet benefit is nice.)
- On Seabourn you receive a cruise worth around $10,000 - $15,000.
All of a sudden the Regent program is looking pretty lame. And, for those who have spent 400+ days, you would be looking at $30,000+ in free cruises on Seabourn...while you had to fight to get Regent to do your laundry.
On Silversea you receive an additional 5% off on any Venetian Society discounted sailings after 100 days (value around $375-$500). At 250 days you receive an additional 10% off, plus complimentary laundry, along with early embarkation ($100 per cruise). At 350 days you receive a complimentary 7 day cruise followed by a complimentary 14 day cruise at 500 days. Again, the comparison - while not as generous overall as Seabourn - still puts Regent to shame.
Now, let me add one additional point: Seabourn and Silversea have much less capacity so the guests sailing are the ones actually paying for their one benefits. On Regent there are many that will never make even the first level of benefits as that would require three 7 day sailings. Those passengers are subsidizing the benefits of the most loyal passengers. Hence Regent should have a far more generous program because it is charging as much as Seabourn and Silversea and in actuality is doling out its limited benefits to only a small percentage of its past passengers.
It just baffles me.
For those that want to see the full list of Regent benefits, here they are:
Bronze, 4 - 20 nights
Seven Seas Society cocktail reception
Access to Seven Seas Society cruises, including exclusive events ashore
Seven Seas Society savings on select sailings
Personalized newsletter
Access to Online Personal Profile
Communications with advanced access to itineraries and special offers
Upgrade and referral opportunities on select sailings
Silver, 21 - 74 nights
Everything from Bronze tier PLUS the following items:
Complimentary Internet access on board
One hour complimentary phone time per suite
Complimentary pressing on formal and/or informal nights (up to two items per 7-night cruise segment)
Invitation to participate in Seven Seas Society Advisory Board (on select sailings)
Invitations to exclusive Regent cruise and hotel events in select cities
Gold, 75 - 199 nights
Everything from Bronze and Silver tiers PLUS the following items:
Priority disembarkation at cruise completion in select ports
Additional two hours of complimentary phone time per suite
Choice of newspaper service from around the world
Complimentary pressing of up to two additional items per 7-night cruise segment
Complimentary upgrade to hardcover of personalized commemorative album at soft cover price on select voyages
Exclusive Gold, Platinum and Titanium activity aboard or ashore on every sailing*
Priority reservations at restaurants and spas
Complimentary upgrade to Regent Care Plus when standard package is purchased
Platinum, 200 - 399 nights
Everything from Bronze, Silver and Gold tiers PLUS the following items:
Complimentary air deviation services (one time per sailing)
Additional six hours of complimentary phone usage per sailing
Complimentary pressing
Complimentary laundry services
Invitation to Customer Advisory Panel (on select sailings)
Titanium, 400 + nights
Everything from Bronze, Silver, Gold and Platinum tiers PLUS the following items:
Complimentary transfers to and from your home to the pier (within a 50 mile radius). OR complimentary transfers from the airport to the pier on embarkation and disembarkation day
Complimentary dry cleaning
The exclusive activities offered for Gold, Platinum and Titanium members may be combined with special events already incorporated in our longer voyages.
Thursday, July 10, 2008
It's The Annual Awards Season - Yuk!
Last night I received an email from Crystal trumpeting that it was named the best large ship cruise line for the 13th year by Travel and Leisure Magazine. While I believe Crystal is, in fact, the best large ship cruise line, I take exception to the poll of some "readers" of that publication as being meaningful in any real respect. I say this for two basic reasons:
First, years ago various publications put together "Best of" lists that were based upon a critical analysis of the things which each felt were the critical factors when determining the best of, say, a cruise line: Service, food, cabins, amenities, itineraries, etc. Then someone had the brilliant idea of opening up the Best of lists to the publication's readership...and then some opened things up to, the kiss of death (IMHO): Internet voting. This leaves me wondering what these polls actually mean, if anything.
I have a plaque in my office "2000 Berlitz Guide - The World's Finest Luxury Ships" It names the QE2 Grill Class as No. 1, followed by 5 Seabourn ships (including the former Sea Goddess I and II), Hanseatic and two Silversea ships (Silver Cloud and Whisper). Each entry has a point total, reflective of a quantifiable scoring based upon Douglas Ward's critical analysis of the ships. To this day I utilize the Berlitz guide as a guide...not a bible. The author/analyst has his definite likes and dislikes. (Even though I love cheese, I have never discounted a line because of an inferior cheese assortment.)
The Travel and Leisure, or Porthole Magazine, or Conde Nast, or whomever's polls are not surveys of criteria, but popularity contests of only those that actually vote. First I ask, "Who actually votes?" "Are those that vote actually readers of the magazine?" "Is there a way to improvidently skew the results?" And, the answer invariably is, "There is no way to associate votes with readership of the magazine and, yes, you can - as they say in Chicago - vote early and often." Conde Nast posts right on its website: "Make Your Opinion Count! Sign up to participate in Condé Nast Traveler reader polls, and you may earn a chance to win a free trip in one of our survey sweepstakes."
As readers of this blog, ask yourself, "Did I vote? Would I ever vote? Do I know anyone who does vote?" My guess is that for the vast majority of you the answer to each of the three questions is "No." And if the votes are not by your peers, why would you bother considering or worrying about what others actually think? And, to be sure, you don't even know how many people actually voted...or if they had ever been on the cruise line or at the property they voted for!
This years T&L poll of cruise lines does not provide any shockers as to the top lines, though obviously, who is No. 1 and who is No. 3 should be meaningless...even if you give the poll any credence. But the 2007 Porthole Reader's Choice Awards (BTW, you can sign up online, so you actually don't need to be a "reader" of that magazine either) awards Carnival the best main dining room cuisine and NCL the best alternative dining cuisine. Personally I don't care if your favorite is Seabourn's, SeaDream's, QM2's Grills or Silversea's main restaurant or Regent's alternative Signatures, Celebrity's Olympic Restaurant, QM2's Todd English, etc., there can be no legitimate question that there is no qualitative basis upon which Carnival and NCL can legitimately top the cuisine presenting in those venues.
I also looked at the T&L Top 100 hotels. Five of the top 10 are African safari hotels; one actually being a luxury tented camp. Make no mistake, some of those properties are truly outstanding (and I am truly looking forward to my luxury safari next year), but seriously? What are the standards in making a hotel one of the best. Some might say an absence of insects and really good air conditioning; which are absent/partially absent in some of the those Top 10 choices. (Imagine those missing at the Raffles Dubai - where I have stayed and was blown away by how incredible the hotel is...and it is not on the list at all?) BTW, African safari hotels also took 6 of the top 15 in the Small Hotel category while only 2 from all of Europe made the list.
That brings me to my second reason: What one person finds perfect another finds unacceptable. On CruiseCritic.com, there have been some pretty animated "discussions" about why Regent is supposedly the best cruise line and so far superior to, for example, Crystal. The argument is that Regent has open-seating, is liquor inclusive and has wonderful suites, while Crystal has fixed seating, you pay for most of your alcoholic drinks and it has smaller (though not small) cabins.
Believe it or not, in legitimate surveys people actually prefer fixed times to dine. Even with open seating, you will find that most people schedule the time to arrive...and with whom they will be dining. For some, the concept of meeting new people every night is uncomfortable and they enjoy catching up with their new friends each evening. For some signing for a drink is "so yesterday", while others say, "Why should I prepay at a premium for drinks that I will never consume?" And then while no one would complain about about having a larger cabin/suite, for others big enough is well big enough. (There are so many other factors that should be considered when selecting YOUR cruise, but the point is made.)
So, in the end, in the T&L survey, Crystal was No. 1 in the large ship category and Regent was No. 2. I am very confident that for many Regent loyalists, Crystal is simply not an option at all. For them, Crystal doesn't even belong on the same list as it offers such a different cruise experience.
And that, alas, is my point. These awards lists really have nothing to do what is best for you. They may give you "brand awareness" or a signal that a particular property exists, but use them for nothing more. For me, they just confuse the marketplace and create a false impression.
Now, should I take a Royal Caribbean cruise because they have been voted to have the best Caribbean itineraries (the same major ports every large ship line goes to...at the same time!) or should I consider Seabourn (which cruises from Barbados to Martinique, Guadeloupe, St. Lucia, Grenada, St. Vincent, and The Grenadines).
Let's have a vote! Maybe not.
First, years ago various publications put together "Best of" lists that were based upon a critical analysis of the things which each felt were the critical factors when determining the best of, say, a cruise line: Service, food, cabins, amenities, itineraries, etc. Then someone had the brilliant idea of opening up the Best of lists to the publication's readership...and then some opened things up to, the kiss of death (IMHO): Internet voting. This leaves me wondering what these polls actually mean, if anything.
I have a plaque in my office "2000 Berlitz Guide - The World's Finest Luxury Ships" It names the QE2 Grill Class as No. 1, followed by 5 Seabourn ships (including the former Sea Goddess I and II), Hanseatic and two Silversea ships (Silver Cloud and Whisper). Each entry has a point total, reflective of a quantifiable scoring based upon Douglas Ward's critical analysis of the ships. To this day I utilize the Berlitz guide as a guide...not a bible. The author/analyst has his definite likes and dislikes. (Even though I love cheese, I have never discounted a line because of an inferior cheese assortment.)
The Travel and Leisure, or Porthole Magazine, or Conde Nast, or whomever's polls are not surveys of criteria, but popularity contests of only those that actually vote. First I ask, "Who actually votes?" "Are those that vote actually readers of the magazine?" "Is there a way to improvidently skew the results?" And, the answer invariably is, "There is no way to associate votes with readership of the magazine and, yes, you can - as they say in Chicago - vote early and often." Conde Nast posts right on its website: "Make Your Opinion Count! Sign up to participate in Condé Nast Traveler reader polls, and you may earn a chance to win a free trip in one of our survey sweepstakes."
As readers of this blog, ask yourself, "Did I vote? Would I ever vote? Do I know anyone who does vote?" My guess is that for the vast majority of you the answer to each of the three questions is "No." And if the votes are not by your peers, why would you bother considering or worrying about what others actually think? And, to be sure, you don't even know how many people actually voted...or if they had ever been on the cruise line or at the property they voted for!
This years T&L poll of cruise lines does not provide any shockers as to the top lines, though obviously, who is No. 1 and who is No. 3 should be meaningless...even if you give the poll any credence. But the 2007 Porthole Reader's Choice Awards (BTW, you can sign up online, so you actually don't need to be a "reader" of that magazine either) awards Carnival the best main dining room cuisine and NCL the best alternative dining cuisine. Personally I don't care if your favorite is Seabourn's, SeaDream's, QM2's Grills or Silversea's main restaurant or Regent's alternative Signatures, Celebrity's Olympic Restaurant, QM2's Todd English, etc., there can be no legitimate question that there is no qualitative basis upon which Carnival and NCL can legitimately top the cuisine presenting in those venues.
I also looked at the T&L Top 100 hotels. Five of the top 10 are African safari hotels; one actually being a luxury tented camp. Make no mistake, some of those properties are truly outstanding (and I am truly looking forward to my luxury safari next year), but seriously? What are the standards in making a hotel one of the best. Some might say an absence of insects and really good air conditioning; which are absent/partially absent in some of the those Top 10 choices. (Imagine those missing at the Raffles Dubai - where I have stayed and was blown away by how incredible the hotel is...and it is not on the list at all?) BTW, African safari hotels also took 6 of the top 15 in the Small Hotel category while only 2 from all of Europe made the list.
That brings me to my second reason: What one person finds perfect another finds unacceptable. On CruiseCritic.com, there have been some pretty animated "discussions" about why Regent is supposedly the best cruise line and so far superior to, for example, Crystal. The argument is that Regent has open-seating, is liquor inclusive and has wonderful suites, while Crystal has fixed seating, you pay for most of your alcoholic drinks and it has smaller (though not small) cabins.
Believe it or not, in legitimate surveys people actually prefer fixed times to dine. Even with open seating, you will find that most people schedule the time to arrive...and with whom they will be dining. For some, the concept of meeting new people every night is uncomfortable and they enjoy catching up with their new friends each evening. For some signing for a drink is "so yesterday", while others say, "Why should I prepay at a premium for drinks that I will never consume?" And then while no one would complain about about having a larger cabin/suite, for others big enough is well big enough. (There are so many other factors that should be considered when selecting YOUR cruise, but the point is made.)
So, in the end, in the T&L survey, Crystal was No. 1 in the large ship category and Regent was No. 2. I am very confident that for many Regent loyalists, Crystal is simply not an option at all. For them, Crystal doesn't even belong on the same list as it offers such a different cruise experience.
And that, alas, is my point. These awards lists really have nothing to do what is best for you. They may give you "brand awareness" or a signal that a particular property exists, but use them for nothing more. For me, they just confuse the marketplace and create a false impression.
Now, should I take a Royal Caribbean cruise because they have been voted to have the best Caribbean itineraries (the same major ports every large ship line goes to...at the same time!) or should I consider Seabourn (which cruises from Barbados to Martinique, Guadeloupe, St. Lucia, Grenada, St. Vincent, and The Grenadines).
Let's have a vote! Maybe not.
Tuesday, July 8, 2008
Cruising French Polynesia
A reader of this blog wants to know what is happening with luxury cruising in French Polynesia in the next few years. The answer is: Something...and it probably will be very good.
Regent Seven Seas has announced, after rumors that 2009 would be its last year chartering the Paul Gauguin, that it is again negotiating to extend the charter. To me this seems almost identical to what occurred a few years ago when Regent had everyone believing the present charter was not going to happen. I do not know if it is a negotiating or marketing ploy, but I find the "this could be it" approach unfair to the clients. Regardless, the 350 passenger Paul Gauguin provides an overall exceptional experience at a premium (not true luxury) level. It does have a good number of balcony cabins and a very limited number of suites (though they are not furnished at a level one would normally expect.) I truly enjoyed this ship and highly recommend it, but know that it is an great way to experience French Polynesia in a very comfortable and cared for manner, but not at the level of the other Regent ships.
Silversea is close to finalizing an agreement with the Tahitian government to place its new discovery vessel, Prince Albert II for the period of April through October 2009. A letter of intent was signed in December 2007 and a meeting was held last month. Its itineraries have been set in anticipation. The Prince Albert II, with only 132 passengers, has been extensively refit and now has quite a number of suites, though only the top suites have true balconies (and a limited number of French balconies). I understand that the level of service is intended to be as close as possible to the luxury levels of Silversea.
Seabourn is going to be visiting French Polynesia during the Seabourn Odyssey's 2010 World Cruise, but not before. While I know Seabourn is planning on having a strong presence in Asia in 2010, I do not have any information on its expanding its presence in French Polynesia for now. When it does make its brief stay in French Polynesia, it iwll raise the standard of luxury to its highest levels to date.
There are, of course, some other alternatives:
Star Flyer, a 170 passengers sailing ship, with modest accomodations is now based in French Polynesia, but it provides a markedly different experience with the majority accommodations being very compact cabins with twin bunks or beds and portholes. While the other two regulars, Paul Gauguin and Prince Albert II, fares include gratuities and drinks, they are not included on the Star Flyer.
If you act quickly, Princess's Tahitian Princess cruises French Polynesia through December 2008. This former R-Ship provides a more "cruise ship-like" experience than the others mentioned with a good variety of accommodations and a fairly standard Princess experience.
Also, with more cruise lines traveling to and from Australia, there are some one-off cruises which spend some time in French Polynesia including such lines as Celebrity. While they may not be the most ideal way to visit this little slice of paradise, it may provide an option on either side of some extensive sea days.
It is hoped that Regent is able to renew its charter with the Paul Gauguin. If it does not I am confident some other entity will continue to operate the Paul Gauguin there. It is a purpose built ship with a very loyal following. Losing that option would leave the area with only two real choices with no compromise in between and extremely limited capacity.
Regent Seven Seas has announced, after rumors that 2009 would be its last year chartering the Paul Gauguin, that it is again negotiating to extend the charter. To me this seems almost identical to what occurred a few years ago when Regent had everyone believing the present charter was not going to happen. I do not know if it is a negotiating or marketing ploy, but I find the "this could be it" approach unfair to the clients. Regardless, the 350 passenger Paul Gauguin provides an overall exceptional experience at a premium (not true luxury) level. It does have a good number of balcony cabins and a very limited number of suites (though they are not furnished at a level one would normally expect.) I truly enjoyed this ship and highly recommend it, but know that it is an great way to experience French Polynesia in a very comfortable and cared for manner, but not at the level of the other Regent ships.
Silversea is close to finalizing an agreement with the Tahitian government to place its new discovery vessel, Prince Albert II for the period of April through October 2009. A letter of intent was signed in December 2007 and a meeting was held last month. Its itineraries have been set in anticipation. The Prince Albert II, with only 132 passengers, has been extensively refit and now has quite a number of suites, though only the top suites have true balconies (and a limited number of French balconies). I understand that the level of service is intended to be as close as possible to the luxury levels of Silversea.
Seabourn is going to be visiting French Polynesia during the Seabourn Odyssey's 2010 World Cruise, but not before. While I know Seabourn is planning on having a strong presence in Asia in 2010, I do not have any information on its expanding its presence in French Polynesia for now. When it does make its brief stay in French Polynesia, it iwll raise the standard of luxury to its highest levels to date.
There are, of course, some other alternatives:
Star Flyer, a 170 passengers sailing ship, with modest accomodations is now based in French Polynesia, but it provides a markedly different experience with the majority accommodations being very compact cabins with twin bunks or beds and portholes. While the other two regulars, Paul Gauguin and Prince Albert II, fares include gratuities and drinks, they are not included on the Star Flyer.
If you act quickly, Princess's Tahitian Princess cruises French Polynesia through December 2008. This former R-Ship provides a more "cruise ship-like" experience than the others mentioned with a good variety of accommodations and a fairly standard Princess experience.
Also, with more cruise lines traveling to and from Australia, there are some one-off cruises which spend some time in French Polynesia including such lines as Celebrity. While they may not be the most ideal way to visit this little slice of paradise, it may provide an option on either side of some extensive sea days.
It is hoped that Regent is able to renew its charter with the Paul Gauguin. If it does not I am confident some other entity will continue to operate the Paul Gauguin there. It is a purpose built ship with a very loyal following. Losing that option would leave the area with only two real choices with no compromise in between and extremely limited capacity.
Wednesday, July 2, 2008
Where Did the "Critic" in Cruise Critic Go?
As many of you know, I had posted for years on Cruise Critic under the moniker of Iamboatman. My postings have stopped essentially because the concept of "critical" discussion of cruise lines has become forbidden and anyone who dares challenge a poster's comments could summarily have his/her posts removed, be suspended or banned.
In essence, a great message board to find and exchange ideas now has become a "Don't bother us asking a question you don't already know the answer to" and a "I can say anything I want, and you cannot criticize me for it or challenge it."
I have looked at the boards from time to time, especially the Regent Seven Seas and Seabourn boards and find them to be not only boring, but absent any real content...with very few people posting because (obviously) actual discussion of issues, concerns or ideas has been significantly suppressed.
For example, there is presently a thread on the Regent board trying to find out about a particular "Circle of Interest" program on Regent Seven Seas which Regent couldn't provide her/him information on. The poster started that thread after her/his first thread wondering about what it was that justified Regent in charging such high cruise fare was hijacked into a discussion of vodka and how one particular person (who feels she must respond to every one of my posts) only drinks premium vodka while she is cruising on Regent. That same person advised the poster in her new thread to ask her travel agent rather than get information on the message board. WHAT?
What would I have posted? As to the Circle of Interest inquiry, I would have confirmed one poster's comment that Regent has used it as a marketing ploy and that from what I have seen and heard it is generally little more than an expensive (for the client) marketing ploy that has been played out...so Regent is discontinuing the program. And why would it train its staff to encourage a failing program?
As to the first thread, I would have posted that the value simply isn't there relative to the price...if you are questioning it yourself. When the supporters of Regent's policy are acting with faux "status" by upscaling their vodka while onboard, it only confirms to me that they are the same people that fall for the "smoke and mirrors" Regent has been using for the past few years as they endorse the same practices.
To be sure, not everyone who cruises Regent is of that sort; to be sure the majority probably aren't. But when the discussion of what the heck is happening to Regent with its hugely increased prices, its inconsistent service, its changing of hotel, food, etc. sourcing to Oceania's, is met by the "smoke and mirrors" people defending Regent as a sort of holy grail...and the hosts of Cruise Critic barring that discussion, the utility of the message board fails.
In another instance, a poster on the Seabourn board simply made up event(s) (literally pulling one of them from an old thread) and when challenged by that fact as well as facts obtained from others onboard, Cruise Critic defended the original poster's right and removed the challenges under the theory of "you were not there, so how could you know." So the misinformation stayed and the accurate info was removed.
The result is, as is clear from the present state of both the Regent and Seabourn boards, is that everyone is now left with a pretty meaningless site when, not so long ago, it was a great place to find out information.
I would hope that from what seems to be a clear tailspin from being a great source of relevant information, those that run Cruise Critic will change their philosophy and put the "critic" back in Cruise Critic.
In essence, a great message board to find and exchange ideas now has become a "Don't bother us asking a question you don't already know the answer to" and a "I can say anything I want, and you cannot criticize me for it or challenge it."
I have looked at the boards from time to time, especially the Regent Seven Seas and Seabourn boards and find them to be not only boring, but absent any real content...with very few people posting because (obviously) actual discussion of issues, concerns or ideas has been significantly suppressed.
For example, there is presently a thread on the Regent board trying to find out about a particular "Circle of Interest" program on Regent Seven Seas which Regent couldn't provide her/him information on. The poster started that thread after her/his first thread wondering about what it was that justified Regent in charging such high cruise fare was hijacked into a discussion of vodka and how one particular person (who feels she must respond to every one of my posts) only drinks premium vodka while she is cruising on Regent. That same person advised the poster in her new thread to ask her travel agent rather than get information on the message board. WHAT?
What would I have posted? As to the Circle of Interest inquiry, I would have confirmed one poster's comment that Regent has used it as a marketing ploy and that from what I have seen and heard it is generally little more than an expensive (for the client) marketing ploy that has been played out...so Regent is discontinuing the program. And why would it train its staff to encourage a failing program?
As to the first thread, I would have posted that the value simply isn't there relative to the price...if you are questioning it yourself. When the supporters of Regent's policy are acting with faux "status" by upscaling their vodka while onboard, it only confirms to me that they are the same people that fall for the "smoke and mirrors" Regent has been using for the past few years as they endorse the same practices.
To be sure, not everyone who cruises Regent is of that sort; to be sure the majority probably aren't. But when the discussion of what the heck is happening to Regent with its hugely increased prices, its inconsistent service, its changing of hotel, food, etc. sourcing to Oceania's, is met by the "smoke and mirrors" people defending Regent as a sort of holy grail...and the hosts of Cruise Critic barring that discussion, the utility of the message board fails.
In another instance, a poster on the Seabourn board simply made up event(s) (literally pulling one of them from an old thread) and when challenged by that fact as well as facts obtained from others onboard, Cruise Critic defended the original poster's right and removed the challenges under the theory of "you were not there, so how could you know." So the misinformation stayed and the accurate info was removed.
The result is, as is clear from the present state of both the Regent and Seabourn boards, is that everyone is now left with a pretty meaningless site when, not so long ago, it was a great place to find out information.
I would hope that from what seems to be a clear tailspin from being a great source of relevant information, those that run Cruise Critic will change their philosophy and put the "critic" back in Cruise Critic.
Monday, June 30, 2008
The Oceania-fication of Regent Seven Seas Cruise Line
After months of Regent Seven Seas (luxury) claiming that is not and will not be Oceania (premium), and being blasted by loyalists on such message boards as Cruise Critic that I was just stirring the pot, reality is setting in and, to be sure, I was correct; but alas it is bittersweet.
As reported in Seatrade's Cruise Community, Mark Conroy has announced (admitted?) that not only has the hotel services been turned over to Oceania's vendor, the catering is also being transitioned, as is its reservations system (admitted no loss there!).
But probably bigger news is that the grand plans for its possible new ship has now apparently gone by the wayside. It is reported that Regent may use the Oceania platform for the ship’s technical basis (Decks 3 and below...which would be a significant cost savings) and building the accommodations and public areas as a Regent product with large suites and a spa deck, possibly with a retractable glass dome over the pool. (Compromise in design can be a dangerous thing. I say this not as a travel agent but as a yacht lawyer having a bit of experience in that area.)
For many months I have heard, read and listened to esoteric visions of grandeur of a new ship being delivered in relatively short order with incredible facilities while providing truly luxury service to 1,000+ passengers...something heretofore unachievable by anyone in the industry...while I have been observing Regent making mistake after mistake covering it by marketing.
As a court just observed today in a very important decisionn, just because you repeat it three times (or more) it doesn't make it true. It looks, smells and feels like Regent is becoming Oceania or Oceania+. Does one need to taste it to know it is it? Me thinks not!
I have, as many know, been very skeptical of Regent's plans as I have watched its service and consistency slide over the years...while its pricing has skyrocketed. What is amazing to me is that what has seemed so obvious apparent was so easily masked by Regent's unbelievably costly marketing plan. (I guess it worked...at least in the short term.)
But there is a silver lining in the cloud of what may be the slow demise of Regent as a true luxury product: The emergence of Oceania as a strong value product.
As a travel agent, can I comfortably stand behind a Regent cruise as I do a Seabourn cruise? Not a chance. Can Regent provide a very good cruise experience? Yes. The problem is not in what it may be able to do, but in its inability to provide a consistent cruise product.
Would you be comfortable booking a Regent cruise today and believe the product in late 2009 or 2010 will be of the same or better standards as today after reading this blog or would you first ask what are my alternatives considering itineraries, service and, of course, price?
If you want to cruise Regent I will take excellent care of you, having cruised on four of Regent's ships, but I would not do so without disclosing the foregoing and suggesting you consider alternatives. To me, that is what my job is about.
As reported in Seatrade's Cruise Community, Mark Conroy has announced (admitted?) that not only has the hotel services been turned over to Oceania's vendor, the catering is also being transitioned, as is its reservations system (admitted no loss there!).
But probably bigger news is that the grand plans for its possible new ship has now apparently gone by the wayside. It is reported that Regent may use the Oceania platform for the ship’s technical basis (Decks 3 and below...which would be a significant cost savings) and building the accommodations and public areas as a Regent product with large suites and a spa deck, possibly with a retractable glass dome over the pool. (Compromise in design can be a dangerous thing. I say this not as a travel agent but as a yacht lawyer having a bit of experience in that area.)
For many months I have heard, read and listened to esoteric visions of grandeur of a new ship being delivered in relatively short order with incredible facilities while providing truly luxury service to 1,000+ passengers...something heretofore unachievable by anyone in the industry...while I have been observing Regent making mistake after mistake covering it by marketing.
As a court just observed today in a very important decisionn, just because you repeat it three times (or more) it doesn't make it true. It looks, smells and feels like Regent is becoming Oceania or Oceania+. Does one need to taste it to know it is it? Me thinks not!
I have, as many know, been very skeptical of Regent's plans as I have watched its service and consistency slide over the years...while its pricing has skyrocketed. What is amazing to me is that what has seemed so obvious apparent was so easily masked by Regent's unbelievably costly marketing plan. (I guess it worked...at least in the short term.)
But there is a silver lining in the cloud of what may be the slow demise of Regent as a true luxury product: The emergence of Oceania as a strong value product.
As a travel agent, can I comfortably stand behind a Regent cruise as I do a Seabourn cruise? Not a chance. Can Regent provide a very good cruise experience? Yes. The problem is not in what it may be able to do, but in its inability to provide a consistent cruise product.
Would you be comfortable booking a Regent cruise today and believe the product in late 2009 or 2010 will be of the same or better standards as today after reading this blog or would you first ask what are my alternatives considering itineraries, service and, of course, price?
If you want to cruise Regent I will take excellent care of you, having cruised on four of Regent's ships, but I would not do so without disclosing the foregoing and suggesting you consider alternatives. To me, that is what my job is about.
Travel Agents and Yacht Brokers
During the American Superyacht Forum I spoke on a panel addressing the issue of yacht brokers/agents who are so focused on booking a charter or making a sale that they actually undercut and weaken the very market they are serving. The parallels to travel agents is undeniable.
Two concepts quickly took center stage: 1. If your agent doesn't know what he/she is talking about the experience is destined to conflict and disappointment; and, 2. While there is dishonesty in the business, the majority of the time the problem stems from ignorance or lack of education.
Education: Taking the second point first, during the conference it was noted that of hundreds of delegates, only 5 or 6 were yacht brokers and, further, that many more were offered the opportunity to be part of the panel, but declined. This resulted in sort of a "preaching to the choir" situation. Clearly if the agents are not present they cannot learn anything from the conference. (And, of course, those that did attend felt like they were under attack, though in reality they were the ones to be complimented.)
There are essentially three ways to gain the experience one needs to be a good agent. The first is traditional education through written or online courses, seminars and general reading. I am a big proponent of these sorts of things. Personally, if there is a course I try to take it regardless of it is Regent, Crystal, Celebrity, Holland America or NCL. What many agents to not understand that it is not only the "product" they may choose to focus on that they need to know, a working knowledge of the "other" products is essential so that one can truly compare and contrast.
The second is seminars. These tend to be more in depth and allow the agent to ask questions and receive feedback. Recently I attended a three day session held by Seabourn for its top "Pinnacle Club" agents. This opportunity provided me with information not only as to a specific product, but as to the philosophy moving forward. This sort of information just isn't possible to provide in a book. Examples: Ports for 2010 and how they are chosen; Development of onboard services on the new Seabourn Odyssey; Marketing Strategies not yet releases to the public. Celebrity also provides in depth full day seminars which provide a wealth of information on both Celebrity and Azamara. While I do try to attend the short 2-3 hour seminars, they usually are of little use (especially if you take advantage of the online courses) as more time can be spent eating and giving out door prizes then actually learning about the product.
The third is experience. Experience, especially in the travel business is vital...and this is not about experience booking. In order to sell properly, you need to be on the ship. While 3-4 hour ship inspections are a great way to begin to understand the product, there is nothing like actually being on the ship for a cruise. An agent needs to experience first hand what the service is like, how a ship flows, how the cabins/suites function, what the food is like in real world conditions, what the entertainment is, how tours are operated, tendering, upkeep and maintenance, etc.
As an example, two years ago I inspected the Royal Caribbean Explorer of the Seas. My first impression was "This is a shopping mall. Get me off the ship!" But I endured my ship inspection and luncheon, learned a bit about where Royal Caribbean was going and said, at least I am not blind when I sell cruises on these ships. Well, this year I am finding a surprising increase in bookings on Royal Caribbean and it, in part, encouraged me to take seven day cruise on the Mariner of the Seas in August. (To be sure, I could not see doing it in a standard cabin, so I have booked a Grand Suite for the four of us...and to see if it works as well as Celebrity for a family of four.)
"I Don't Know...But I Will Find Out" - It is impossible for an agent to know everything. But with proper education and experience, an agent can understand quicker not only that a guess or assumption can be a bad thing leading to disappointment or, worse, a client's feeling that you lied to them to make a sale. For some reason many take what I believe is a counter-intuitive approach of "If I tell my client I don't know something they will think I am not worthy of their business." To the contrary, most clients appreciate an agent saying, "Let me get back to you on that. I need to find that out". Of course that is only valuable if the agent, in fact, gets right back to them. In short, I have a philosophy of "If I say I don't know something, it is a learning opportunity."
Putting this together, as an example, I have a Seabourn client that wanted to have a economically priced "girl's vacation". The client's immediate thought was Carnival; having been on a prior Carnival cruise. I could have said, "OK", booked and been done. Instead I suggested, instead, a cruise on a smaller Royal Caribbean ship I had experience with, but rather than with a few cabins here and there, I suggested a suite overlooking the stern (for three women) and outside cabins for those not able or willing to pay the premium; giving them essentially a private lounge and sun deck where the women could all be together with a bit of luxury...and at only a slightly higher cost than the conventional option.
The result was the following note: You really nailed it when you got us that great deck. We made great use out of it...All in all, I was really pleasantly surprised by the boat. Of course, it is not a Seabourn, but then, we didn't pay for a Seabourn [cruise]. Having only been on one Carnival cruise...I would put this many notches above that. The boat was a bit older, but then, the rooms were bigger...The caliber of the people was several notches above Carnival, and we had an excellent crew. So ---- I wouldn't hesitate to recommend it -- for what it is. Thanks for your help."
So today I start out with a wonderful note from a happy client (Seabourn and Royal Caribbean...for those doubters out there!!) and will follow that with work on a yacht charter litigation where the yacht and crew were clearly inappropriate for the charterer/client.
Two concepts quickly took center stage: 1. If your agent doesn't know what he/she is talking about the experience is destined to conflict and disappointment; and, 2. While there is dishonesty in the business, the majority of the time the problem stems from ignorance or lack of education.
Education: Taking the second point first, during the conference it was noted that of hundreds of delegates, only 5 or 6 were yacht brokers and, further, that many more were offered the opportunity to be part of the panel, but declined. This resulted in sort of a "preaching to the choir" situation. Clearly if the agents are not present they cannot learn anything from the conference. (And, of course, those that did attend felt like they were under attack, though in reality they were the ones to be complimented.)
There are essentially three ways to gain the experience one needs to be a good agent. The first is traditional education through written or online courses, seminars and general reading. I am a big proponent of these sorts of things. Personally, if there is a course I try to take it regardless of it is Regent, Crystal, Celebrity, Holland America or NCL. What many agents to not understand that it is not only the "product" they may choose to focus on that they need to know, a working knowledge of the "other" products is essential so that one can truly compare and contrast.
The second is seminars. These tend to be more in depth and allow the agent to ask questions and receive feedback. Recently I attended a three day session held by Seabourn for its top "Pinnacle Club" agents. This opportunity provided me with information not only as to a specific product, but as to the philosophy moving forward. This sort of information just isn't possible to provide in a book. Examples: Ports for 2010 and how they are chosen; Development of onboard services on the new Seabourn Odyssey; Marketing Strategies not yet releases to the public. Celebrity also provides in depth full day seminars which provide a wealth of information on both Celebrity and Azamara. While I do try to attend the short 2-3 hour seminars, they usually are of little use (especially if you take advantage of the online courses) as more time can be spent eating and giving out door prizes then actually learning about the product.
The third is experience. Experience, especially in the travel business is vital...and this is not about experience booking. In order to sell properly, you need to be on the ship. While 3-4 hour ship inspections are a great way to begin to understand the product, there is nothing like actually being on the ship for a cruise. An agent needs to experience first hand what the service is like, how a ship flows, how the cabins/suites function, what the food is like in real world conditions, what the entertainment is, how tours are operated, tendering, upkeep and maintenance, etc.
As an example, two years ago I inspected the Royal Caribbean Explorer of the Seas. My first impression was "This is a shopping mall. Get me off the ship!" But I endured my ship inspection and luncheon, learned a bit about where Royal Caribbean was going and said, at least I am not blind when I sell cruises on these ships. Well, this year I am finding a surprising increase in bookings on Royal Caribbean and it, in part, encouraged me to take seven day cruise on the Mariner of the Seas in August. (To be sure, I could not see doing it in a standard cabin, so I have booked a Grand Suite for the four of us...and to see if it works as well as Celebrity for a family of four.)
"I Don't Know...But I Will Find Out" - It is impossible for an agent to know everything. But with proper education and experience, an agent can understand quicker not only that a guess or assumption can be a bad thing leading to disappointment or, worse, a client's feeling that you lied to them to make a sale. For some reason many take what I believe is a counter-intuitive approach of "If I tell my client I don't know something they will think I am not worthy of their business." To the contrary, most clients appreciate an agent saying, "Let me get back to you on that. I need to find that out". Of course that is only valuable if the agent, in fact, gets right back to them. In short, I have a philosophy of "If I say I don't know something, it is a learning opportunity."
Putting this together, as an example, I have a Seabourn client that wanted to have a economically priced "girl's vacation". The client's immediate thought was Carnival; having been on a prior Carnival cruise. I could have said, "OK", booked and been done. Instead I suggested, instead, a cruise on a smaller Royal Caribbean ship I had experience with, but rather than with a few cabins here and there, I suggested a suite overlooking the stern (for three women) and outside cabins for those not able or willing to pay the premium; giving them essentially a private lounge and sun deck where the women could all be together with a bit of luxury...and at only a slightly higher cost than the conventional option.
The result was the following note: You really nailed it when you got us that great deck. We made great use out of it...All in all, I was really pleasantly surprised by the boat. Of course, it is not a Seabourn, but then, we didn't pay for a Seabourn [cruise]. Having only been on one Carnival cruise...I would put this many notches above that. The boat was a bit older, but then, the rooms were bigger...The caliber of the people was several notches above Carnival, and we had an excellent crew. So ---- I wouldn't hesitate to recommend it -- for what it is. Thanks for your help."
So today I start out with a wonderful note from a happy client (Seabourn and Royal Caribbean...for those doubters out there!!) and will follow that with work on a yacht charter litigation where the yacht and crew were clearly inappropriate for the charterer/client.
Wednesday, June 18, 2008
An International Experience - Travel Agents That Is!
One of the most curious, and antiquated, aspects of the travel business is the protectionist approaches of various cruise lines.
In this world of international travel and essentially boundary-free internet access, many cruise lines slice up the market so that American travel agents are prohibited from selling cruises to residents of the United Kingdom, Australia, etc. Americans really do not experience this sort of anti-competitive behavior because there is not a single cruise line that prevents a New Jersey travel agency from selling a cruise to a California resident...and, as I will discuss, there are very few non-United States travel agencies that can economically compete with a strong American-based one.
I figure the reasons are varied and relate to trying to protect the smaller-in-number European and Australasian agencies; to allow for more profitable (i.e. higher) pricing overseas (since the US dollar is so weak at the moment); to work within industry practices virtually unheard of in the United States due to, in large part, competition (such as hefty cancellation fees charged by the agency...not the cruise line, padding of pricing through made-up fees, etc.), etc.
Some cruise lines may have initially balked at international competition, but some, like Seabourn, have said essentially, "We have international clientele and we are a worldwide company, so why should we do anything but support international travel agents?"
Regent Seven Seas also takes a similar approach. Surprisingly, however, its sister company, Oceania Cruises has a protectionist policy that I have, fortunately, been able to work around.
Cunard has a similar protectionist policy, but doesn't really seem to enforce it. Absent a bit of "slight of hand", an American agency might have problems booking one of its UK clients on Royal Caribbean or Celebrity Cruise Lines.
From my perspective, competition can only be a good thing.
One cruise line executive asked me, "Well, do you want UK travel agents competing with you here in the U.S.?"
My response, "I already compete with the biggest agencies in the world, so why would I want to prevent that competition? The end result is the agency with the better service, better experience, and solid pricing will probably get the lion's share of the business...and that means the client (the cruise line's passengers) will ultimately have a better experience even before they get on the ship. Everyone that should win does. Who loses? The agency that isn't providing the cruise line's passengers with the same positive experience you (the cruise line) strives to provide them once they walk up the gangway."
And that is from where my motto (or mission statement) was born: "Be Treated By Your Travel Agent As You Will Be Onboard!"
In this world of international travel and essentially boundary-free internet access, many cruise lines slice up the market so that American travel agents are prohibited from selling cruises to residents of the United Kingdom, Australia, etc. Americans really do not experience this sort of anti-competitive behavior because there is not a single cruise line that prevents a New Jersey travel agency from selling a cruise to a California resident...and, as I will discuss, there are very few non-United States travel agencies that can economically compete with a strong American-based one.
I figure the reasons are varied and relate to trying to protect the smaller-in-number European and Australasian agencies; to allow for more profitable (i.e. higher) pricing overseas (since the US dollar is so weak at the moment); to work within industry practices virtually unheard of in the United States due to, in large part, competition (such as hefty cancellation fees charged by the agency...not the cruise line, padding of pricing through made-up fees, etc.), etc.
Some cruise lines may have initially balked at international competition, but some, like Seabourn, have said essentially, "We have international clientele and we are a worldwide company, so why should we do anything but support international travel agents?"
Regent Seven Seas also takes a similar approach. Surprisingly, however, its sister company, Oceania Cruises has a protectionist policy that I have, fortunately, been able to work around.
Cunard has a similar protectionist policy, but doesn't really seem to enforce it. Absent a bit of "slight of hand", an American agency might have problems booking one of its UK clients on Royal Caribbean or Celebrity Cruise Lines.
From my perspective, competition can only be a good thing.
One cruise line executive asked me, "Well, do you want UK travel agents competing with you here in the U.S.?"
My response, "I already compete with the biggest agencies in the world, so why would I want to prevent that competition? The end result is the agency with the better service, better experience, and solid pricing will probably get the lion's share of the business...and that means the client (the cruise line's passengers) will ultimately have a better experience even before they get on the ship. Everyone that should win does. Who loses? The agency that isn't providing the cruise line's passengers with the same positive experience you (the cruise line) strives to provide them once they walk up the gangway."
And that is from where my motto (or mission statement) was born: "Be Treated By Your Travel Agent As You Will Be Onboard!"
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