Silversea's Prince Albert II Impounded For Unsafe Operations

If there is one thing Iamboatman cannot tolerate it is operating a passenger vessel in an unsafe manner.  Yesterday the MCA (Maritime and Coastguard Agency of the UK) impounded Silversea Cruises Prince Albert II for two reasons:  Overloading and apparently senior officers not receiving enough rest time.

Overloading a ship is in excusable...and, frankly, hard to do.  It means that too many supplies were added to the ship so that the water level was over the "loadline"; which is a funny sort of symbol on the side of the ship that identifies where the water level can be with the ship remaining stable.  (How you establish a loadline is rather complicated, however.)  The officers should know what the weight of the provisions and supplies being brought on and should also be monitoring the water level versus the loadline...which is why it is there in the first place.

So the Silversea officers not only allowed the excessive weight to be onloaded, they were willing to pull away from the dock knowing or being ignorant of the unlawful and unsafe condition.  That does not make me happy!

But to make matters possibly worse, the log books showed that Silversea (through its management agent, V. Ships) was not providing the senior officers with sufficient rest.  While this was eventually resolved as being a record keeping error, I pause and ask, "How is it that a group of seasoned mariners would not know how to properly enter the information?  It is not like this is a new or different system."

But more importantly, it sounds to me like two potentially serious safety violations may indicate that there are other issues as well.

In the meantime, sufficient supplies were removed and the records "corrected", so Prince Albert II is back at sea.  But knowing the MCA, I am confident it will be watching this ship with a sharp eye.

Oceania Cruises Fined and Silversea Re-Writes Brochures - As I Said, "Free Air" Ain't "Free"

Over the past months, including virtually every person who has called or emailed me about all the "free air" promotions that have been tossed about by the cruise lines...from Oceania to Seabourn to Silversea to, well you've got the picture, I have been saying "There is no such thing as free air."

In fact, I had some rather heated discussions with Seabourn marketing department - which were successful!!! - demanding that only lazy travel agents and uneducated clients would be duped into believing the air was "free", so don't insult us.  Call it "Air Inclusive", but not free. See my article:  Seabourn Offering Free Air.  Is it Time?  Does it Matter?  Is it Free?

Similarly, I warned all that while you might think the credits for the "free air" told the whole story, you would be very wrong.  That is because on top of the air price/credit are all those air-related taxes; hundreds of dollars of additional taxes.

It is this latter point that - as I knew would be the case - Oceania Cruises was just fined for omitting from its marketing materials.  According to U.S. Department of Transportation, "The 'free' air fares, as advertised, do not provide adequate notice that certain taxes and fees, which properly may be stated separately from the advertised fare, must be paid by the traveler in order to obtain the 'free' air fare, nor of the amount of such taxes and fees".

Silversea Cruises had a similar practice addressed on the other side of the Atlantic and it was required to pull all of its freshly printed brochures to correct a very similar situation.

You will note that Regent Seven Seas also changed from its sickening mantra of "free", "free", "free" to "inclusive".  And as so many of you have complained to me - regardless of the still lackluster quality of the line - its "inclusive" prices are simply outrageous.  But, at least, it is correctly noting that nothing on a Regent cruise is "free", but rather is "included".

Now it seems that Iamboatman's comments over the past months, both publicly (here) and privately (with the cruise lines) were spot on.   And, while it created substantially more work for me as a travel agent - I refused to pitch the improper "free air" line that so many lazy travel agents did (and, alas, were actually the ones pressuring Seabourn- as an example - to offer it to combat Regent's now known to be unlawful approach) - I continued to make sure my clients received the best value.

BTW, there are some excellent values in some of the "Air Inclusive" promotions - such as Seabourn's Asia itineraries on the Seabourn Pride - but unless you utilize a travel agent that actually is working for you and has the ability to do it properly, you may well be spending thousands of dollars more than you need to...all because of being pitched "free air" that just isn't "free".

As for Oceania:  I still believe it is a wonderful product with great itineraries and a fantastic new ship, Marina, on the horizon.  I endorse the product and am pleased that its marketing is now in line with the consumer receiving accurate information in addition to a solid product.

Asset Management Exec to Head Silversea Cruises

Call me skeptical, but today Silversea Cruises announced that Enzo Visone has been named Executive Chairman of the Board of Silversea Cruises. Prior to this assignment, Mr. Visone was the CEO of an asset management company in Milan, Italy.  Prior to that he spent years at the head of Campari, the liquor company.

Manfredi Lefebvre, on the other hand, announced that he "will now have more time to dedicate to other business interests and philanthropic projects for which I will also avail myself of Enzo Visone's support, without distancing myself from the core business that is Silversea Cruises". 

When "The Man" gets out of the business (for charity, no less) and a number cruncher comes in there is a message.  Whether the message is the lenders (interim or permanent) want someone to have a tighter fiscal control (or just to have "their man" watching the store) is unclear.  But what is clear is that the new head of Silversea knows little, if anything, about the cruise industry.  (Compare, by contrast, Prestige Cruise Holdings placing Frank Del Rio, a man with great knowledge and a vision, at the head of its cruise businesses.)

As I have been saying, things at Silversea are not all smooth sailing.  Hopefully the move, if not unnerving, will be a good one.

Silversea Silver Spirit - An Interesting Video of Six Restaurants

Here is an interesting video, produced for Silversea by Avid Cruiser, of its six restaurants.  While it gives a flavor (pun intended) of the various dining venues it is curious to me that the actual video of the venues is so limited and the amount of time spent looking at desserts and sashimi preparation (with a chef, taped at length, strangely having one hand gloved and the other not - how about some better editing!).

The one venue that really looks interesting to me from a culinary and enjoyment view is the Stars Lounge, which is a so-called supper club that opens at 9:00 p.m. with a variety of small bites...very creatively presented.

Seabourn Odyssey vs. Silversea Silver Spirit - Reality and Fair Comparison

I am conflicted.  I want Seabourn to have stiff competition, not just for marketshare, but for what a luxury product is supposed to be.  "Increases the Stakes", "Keeping Them Honest", "Refining the Luxury Cruise Experience" or whatever you want to call it.  However, calling it as I see it, Silversea is failing miserably with the Silversea Silver Spirit.

As I did when the Silver Spirit undertook its Maiden Voyage and Maiden Transatlantic cruises I have scoured the internet (and emails from my clients) for some insights into the Seabourn Odyssey World Cruise and how she is performing.  (I have looked for anyone posting from Silversea's Inaugural Cruise and I cannot find much...just some casual comment on Cruise Critic that nothing special has been happening.)

The differences in comments have been striking...and I am not just talking about the Hardware, but the Software. 

The comments about the Silversea Silver Spirit have been basically that the ship is OK, but nothing special and has quite a number of shortcomings.  They include Suites that are too narrow (ex. you have to climb over the bed to get to the bathroom if the vanity is in use) and are not suited well for those with physical challenges (ex. besides being narrow, a walker doesn't fit through the door and cannot be maneuvered around the suite).  The Bathroom has vessel sinks that cannot be filled with water and which prevent toiletries being kept on the countertop.  In the public areas, the Spa is largely unisex and the area for exercise classes is so small no more than 6 people can participate.  The Main Show Lounge is tightly designed (the Captain's Cocktail Party has to be split into two events), incredibly has no bar service and has no real accommodation for the physically challenged.  There are only six computers for internet access provided. The Japanese and Le Champagne Restaurants are extra cost...and significantly at that ($80 for a couple and $60-400 a couple, respectively.)  And the list goes on.

The Seabourn Odyssey has a few minor quirks (like the televisions in the suites are too small for some) and some cannot find a good home for their laptops, and the showers are a bit tight if you are larger, but on the hardware side there aren't many complaints.  With great and much larger Spa and Main Lounge areas (a couple of support poles aside) and no additional cost alternative dining (all are complimentary), and the very well received Seabourn Square, it seems the Seabourn Odyssey is a significantly superior piece of Hardware.

Note:  Both ships have some complaints about less then sufficient sound insulation in certain suites (Deck 7 under the pool on the Seabourn Odyssey and near the Pool Deck and Lounges on the Silversea Silver Spirit).

But, as I say, the Software (people and amenities) are generally more important than the Hardware.  And here it seems that Seabourn has truly overwhelmed Silversea.

It was noted during the Silversea Silver Spirit Maiden Voyage that the guests (many of whom were not too happy) were told it was actually their privilege to be on the cruise and other than luggage tags really received nothing...not even a celebration.  The Maiden Transatlantic was treated the same way.  Reports are that, to date, the Inaugural Cruise is similarly low-key and not reflective of appreciating the guests.  It also seems that Silversea engaged in minimal, if any, pre-cruise training for many of the staff.  While things have reportedly improved significantly, there is a difference between "growing pains" and having guests virtually train the staff.  .  I just don't know where to go with this.  If Silversea isn't taking care of its guests at the start, I cannot imagine it is going to get better down the road.

With the qualification that the Seabourn Odyssey has been sailing for about six months now, I have been reading many posts and waiting for the shoe to drop.  Things cannot be that good for that long, can they?  I mean over the past four days the guests have been "rocking and rolling" through seriously rough Pacific Ocean storms so I figured the posts would be reflecting some crankiness.  What was I thinking?!  After just over three weeks, I have yet to read of any significant complaint. 

More importantly, the reports the Silversea Silver Spirit have pretty much been limited to this drinking or eating venue is great, or the close circle of friends are fun (or for two couples, they were treated royally by the Captain and staff), the experience seems to be rather empty; not fulfilling in any cultural or intellectual way.  Other than an occasional comment about how a special order dish was excellent or the "meat on a stone" dining venue is popular, not much in the way of comment that the guests have been wowed exist.

In contrast, the details of the Seabourn Odyssey's great lecturers, interesting discussion groups, outstanding Guest Speakers, varied and unique entertainers and outstanding meals has been non-stop.  (There was one post about some undercooked penne, but that was by the same person who complained his personal hot sauce was missing... al dente anyone?).  One of my clients sailing on the Full World Cruise wrote this past Saturday (gently edited):

Jan. 23, 2010
We are on our way to Hawaii but, at this moment at least, it cannot be said that the Pacific Ocean deserves its name. The series of storms that battered California with high winds and heavy rain have roiled the sea with swells 15 to 20-feet high tossing the Odyssey around in every direction. Everyone will be happy to have some relief from these rough seas. We reach Nawiliwili, Kauai on the 26th.

Jottings from [DW] – My general impressions after the first two weeks of our journey: We’ve been planning this trip for nearly two years and, as most would agree, expectations sometimes have a way of exceeding reality. In this case, however, the cruise is even better than we anticipated! When I say they’ll have to extract me from this life with a crowbar, I’m not kidding. I therefore offer my top ten reasons for cruising the world:


1) The ship. The Seabourn Odyssey is brand new, stunning and efficient.
2) Seabourn Square, on the 7th deck. It’s the heartbeat of the ship – lattes 24/7, staff assistance 24/7, extensive computer WiFi setup, conversation nooks everywhere.
3) Shore excursions. Fabulous treasures to see and experience. Just sign up and show up.
4) The food. What can I say? Wonderful! Want lobster for every meal? No problem.
5) Our veranda – we sit outside in our robes and watch and world and whales go by.
6) Housekeeping 24/7. Suites cleaned twice daily.
7) New friends. Interesting, well-traveled people, most with a great sense of humor.
8)The great catalog of activities for every taste or deliciously-honored leisure.
9) Popcorn at 1:00 a.m. No problem.
10) Spending uninterrupted time with my favorite spouse – priceless!


[DH's] impressions:


This trip was a very good idea. Although photographs of the various features of the ship accurately depict its places and spaces, the Odyssey is a much more than what appears on the screen. All of the spaces on the ship are well-designed, beautifully appointed and comfortable, but when all this is complimented by an attentive, friendly and responsive staff, the result is much more than we imagined it would be. It’s simply a very inviting, comfortable place to be.  We I have particularly enjoyed presentations by guest lecturers and demonstrations by chefs from around the world. The evening entertainment is varied and first rate.


A blogger writes, with great detail on most days.  With the ship rocking due to the storm and being rushed for an event, she wrote, "[W]e had to get ready in a hurry - whilst eating our early evening caviar and drinking champagne, so you can imagine how difficult that can be on a rolling yacht!! Needless to say we managed very well -practice makes perfect!!

So whether it be the complimentary caviar and champagne every evening or popcorn at 1:00 a.m., how well the ship functions and flows, or the incredible cuisine, what I am reading and hearing is that the larger luxury ship experience on the Seabourn Odyssey is, in fact, a true, refined and multi-faceted luxury experience while the Silversea Silver Spirit is not only nothing special, but chances are you won't even receive the message that you are special.

There is a lot of great information on various threads on The Gold Standard Forum. 

If you want to follow the Seabourn Odyssey World Cruise, check it out here.

If you want to read comments about the Silversea Silver Spirit you can read them here,  here and here.

Silversea Silver Spirit - Laying It On, But Only For A Chosen Few - For The Others: Watch Out!

What has caused me to write this entry is a very rude slap one Cruise Critic poster made toward a guest that was not given the royal treatment by Silversea, but was - instead - treated as a "normal" passenger.

This is, nonetheless, sort of a tough post because its intent is not to rain on anyone's parade (er, umm, cruise), but there needs to be sense of reality to the reviews and posts of that are being treated differently than the majority of the guests.  I say this because if you don't know there is a difference, then you might believe that all is well.
 
First, some perspective:  There are four people on the Silver Spirit Maiden Transatlantic that are being wined and dined by Silversea.  The reason is, to me, obvious:  They frequently post their thoughts on two or three message boards, have a pretty regular line of communication with the cruise line and...this is actually quite relevant...apparently have a historical relationship (either directly or indirectly) with two of Silversea's top executives from their time at Regent Seven Seas. As such, Marketing 101 kicks in:  Make it wildly fantastic or hear the rath all over the internet.

For example, how many times does the ordinary passenger personally speak with the Captain no less dine with him?  When did Silversea start making caviar complimentary again?  (I mean it ain't Seabourn and the complaints about this change are more than a year old.) Renewal of Vows ceremony?  (Reportedly never before done on Silversea.) Special Order Dinners?  (Not just a single course, but entire meals!)  And the list goes on...and on...and on.

Now, while I am absolutely thrilled that these folks have been treated so well, and truly give a nod to Silversea for doing an exemplary job, the fact of the matter is that while most of us truly enjoy the voyeuristic aspects of reading about another person's cruise, our primary interest is "What can we expect on our cruise?"

And then a poster who did not receive the same level of service wrote (which I have gently edited as to form and some spelling):

Unfortunately, the Spirit does not live up to its billing. We knew that we could not expect too much from a second cruise as we got on in Lisbon, but it has been disappointing. The crew attitude is the only thing making this cruise for us; all are smiling and pleasant and willing to learn. Once our gang finally realized that we were sailing on Faulty Towers, a la Monty Python. John Cleese's wacky hotel, we then took it all as a laugh!

This appears to be the Silver Spirit "throwaway" cruise to get it across the pond, and they are saving all stops for the inaugural next week. No doubt the next cruise will find a very different ship and we wish them well. Some cruise critic regulars on board are having a good cruise; but perhaps they have not

- had to have their TV changed three times;
- a ships hairdryer that blows the fuse every time it is turned on;
- all the 110 plugs in the suite not operational;
- shower doors that have to be kept open with our bathrobe belts so they do not break in rough seas,
- a stereo that only a midget can reach etc, etc,

.... and we are in one of the Grand Suites!


On all lines we have taken there are usually special small attentions offered to passengers in the large suites over and above what is advertised. Guess we are spoiled and have grown to expect these small attentions. Do not expect any attentions on this ship if you book a large suite as none are given. And do not expect a DVD in each suite as advertised in their brochure, no cabin has a DVD. We book large suites specifically for a DVD for subtitles as my husband does not hear well. We were provided a DVD for this reason when we asked for one; but had to rush out to buy our own DVD's in the first port of call, Las Palmas, since there are none on board.


The staff and amenity matters can be fixed; the staff smiles are genuine and they can be trained with time, and the amenities can be brought up to standard, particularly for the large suites.

Unfortunately, the design issues cannot be fixed so easily.

- You are not able to close your sink in your bathroom, no washing out of unmentionables ladies;
- Be prepared to get very friendly with the stinky bodies around you in the gym, it is tiny;
- The hairdressing section is tiny, but lots of rooms for treatments, all empty for the most part;
- Manicure table not under lights;
- The Silver Suites elevators at the front of the ship did not operate in the first two very rough seas days so the wheelchair passengers were marooned on their floors for two days;
-The Observation Level has no washrooms, so its down two floors and along a long hall if you need to go.

Hopefully at some point all these design issues will be addressed.

So as Faulty Towers is now nearing land, two days out of Fort Lauderdale, we hear that many passengers have booked future cruises, many on the other Silversea ships. We too have loved Silversea in the past. We will happily return to the other Silversea ships. As far as this one is concerned, perhaps in a couple of years when this ship can properly be called a Silversea Ship.

Well, when one of the royally treated posters personally attacked this person (Doug Burns)...who apparently spent about $20,000 for the experience...I thought "What a set of *%^$ this guys has! He is nothing other than a bully.  And, possibly more importantly, he well and truly has no appreciation for the extent to which Silversea has gone so far above and beyond for him."
 
And then I thought:  "You know, those guys at Silversea (and formerly of Regent Seven Seas) Christian Sauleau and Ken Watson, were no fools.  This Burns guy would have been all over Silversea and the posts would have been absolute nightmares."
 
Well, folks, there have been some nightmare posts which have been overwhelmed by the postings of the rather unique experiences of the chosen few. I am not talking about whether "meat on a stone" is a luxury experience or whether the vanity basins are too large and dysfunctional.   I am talking about serious omissions, errors and absurd cost-cutting measures that have degraded what could have been a top quality product.  I have posted them in this post, on this blog and on The Gold Standard Luxury Travel Forum.  
 
DidI expect some of the problems the less complimentary posters have written?  Of course.  Are many of them fixable?  Of course.  But some important flaws are not.  One of the flaws that Silversea better fix is treating the chosen ones as "guests" and the others as "passengers".
 
Just some objective observations.

Silversea Silver Spirit - Cheers or Bronx Cheer? Depends On Who You Ask!

Silversea's Silver Spirit is in the last days of its Maiden Transatlantic Cruise which was right on the heels of its Maiden Voyage. To say the reviews have been mixed would be an understatement.


There is no question that a few people are being treated like royalty with special ceremonies, dining with the Captain, private parties, etc. And for those people it is very easy to not only look past (or simply not observe) any issues, but frankly it would be illogical for them to ruin the royal treatment by either noting the problems or discussing them on a blog or message board. As one put it, ""Praise in public, but criticize in private".


However, as happens far too frequently on Cruise Critic, those that express an opinion or criticism tend to be attacked because, heaven forbid, they don't think everything is perfect. So, rather than royal treatment they get insulted.


First, the good news.


1. After an expected rocky start, the reports indicate that much of the staff now doing a very good to excellent job. Yes, there are still some serious misses which seem to be attributed to undertrained staff. To expect more than that at this early stage would be, to my mind, unfair as Silversea simply did not invest in training as it should have...making the staff's hard job more difficult. It appears that the Captain and officers are, to their credit, putting on an absolutely first class show!


2. It also appears that the ship is functioning well overall. While I have read it rides like a Lexus on the highway by one person, another complained of some serious vibration and creaking when in some weather. To me, as of yet, not a big deal either way.


3. Similarly, it seems the variety of dining choices is well received (though the quality of the food or cuisine has been debated...and is debated below).


4. Comment about the ship's decor and public areas has been generally positive, but no one is mentioning how its style knocks them off their feet. It has been described as 1940's Hotel/Art Deco, which is a style if not a youthful or modern one. Rule No. 1 in design: Don't Offend. Let's not go down the other rules just yet.


Now, the not so good and bad news.


1. The Standard Suites - It is reported that the suites are the narrowest the luxury cruisers onboard have experienced. There is a narrow space between the foot of the bed and the dresser and between the hallway and the bed. Further the configuration is such that climbing over the bed is required if one person is using the dressing table. The bed-dresser conflict exists on the circa 1980's much smaller Seabourn triplets and was corrected on the new Seabourn Odyssey. There is simply no excuse for this...other than trying to fit additional suites onto this ship...two decades later. (I mentioned this months ago.)

There is but a single 110v outlet for the entire suite. Not sure what, if anything, was being thought of with that one.

The bathroom vanity is consumed by the vessel sink so there is no room for toiletries and the shelving for the toiletries is inconveniently placed. I pointed this out months ago as well.

2. The Main Show Lounge - It is hard to imagine how a more poorly designed space could have been created. Getting over the fact that there is no bar service (that's right!), the seating is for couples...and the reports are they had better be couples, for the seats are quite small. There are no tables for drinks (but without bar service...). The space between the seat is narrow for leg room, so passing through is a challenge, if possible. And, incredibly, the space cannot seat the entire ship at one time, so things like the Captain's Reception must be split. This is inexcusable on a luxury line.

3. Pay-As-You-Go Dining - While is wonderful that there are multiple dining venues, charging to dine in them - on a luxury line - is unforgivable. $40 per person to dine a Sheishen (Japanese) with an additional charge for sake. (Do I get charged if I order sake when I am in a lounge? Or what if I order a single malt - as many Japanese do?) $30 to dine at Le Champagne, but $200 per person if I order the specialty menu with paired wines. (For example, Nicholas -one of the highest rated restaurants in the New York/New Jersey area...you can look it up here! - is offering a special six course Black Truffle Menu for $105 per person. Feel free to add $200 of wine to that...and, trust me, there is no way Le Champagne can compete with the cuisine or the wines.) Yes, there are those that think spending money means luxury, but when spending tens of thousands of dollars the luxury better already be there.

4. Stone Grill "Eating" - There is a new al fresco eating venue (I can't call it "dining") where you are literally given a very rare piece of meat on a hot stone and you cook it. (One guest - who loves the place - noted that her husband now knows not to wear a good shirt because the grease splatters!). Take a look:

Sorry folks, that ain't luxury. That is not even appetizing. That is not to say that it does not have a place on a ship, but to me it is a way to cut down on labor (no chefs and little waitstaff) for what may be fun for some...and they can enjoy it...but not a luxury experience. (I have written recently yet again about the apparent effort to "dumb down" people into believing marginal is high quality: What is Luxury? Luxury is What They Say It Is.) I would think that offering it on occasion - as Seabourn does with its Sky Grill - for a casual and fun/quirky option would be far more appropriate.

5. Small and Unisex Spa - Another baffling aspect of the 500+ passenger luxury cruise ship is that the spa is reported to be about two thirds to half the size of the spas on the smaller Silversea ships. One person noted a yoga class with but eight people was akin to a package of sardines. The sauna and other general facilities being unisex is also troublesome. For some the mixing of sexes may not be an issue, but for many it is just uncomfortable. This is the area to literally let your hair down and relax; not to be placed in a situation you just don't have on any ships or, frankly, any semi-luxury or luxury spas...and you haven't for years. It is, to my mind, another example of poor design fueled by cost-cutting.

6. A Physically Challenged Person's Nightmare: It has been reported, in detail, that there are very many aspects of the Silver Spirit that are poorly designed or simply did not consider the physically challenged. The Main Show Lounge literally has no design for wheelchairs, walkers or the like. Guests are relegated to straight-back chairs at the back of the room and no place to even place a drink. (Of course the Show Lounge doesn't have bar service - discussed above - so this may be moot.) The Suite doors are too small to allow a wheelchair or walker to enter. The space between the bed and dresser and hallway and bed are too narrow. In 2010 these sort of design omissions are inexcusable. One wonders if there will be any issues when she enters United States waters (though probably not). I understand there are further issues on this topic and they will be discussed when available.

Before all the cheerleaders start attacking, take a moment and ask, "Is Iamboatman accurate in what he is saying?" If I am (and I am), then all I am doing is pointing out information which those who expect a more inclusive experience, who love cuisine, are physically challenged, who expect separate spas and/or are concerned with the functioning of their suite want and need to have. It is not a slam of Silversea or a condemnation of the Silver Spirit. Alas, it is what it is.

With all that said, is it possible to have a luxury experience on the Silversea Silver? Absolutely. You can dine on good cuisine and have a wonderful meal in Le Champagne. You can love the television in the mirror (or the black rectangle in the mirror). You can enjoy Stars for a tasting menu after 9:00 p.m. or a nice swim in the heated pool.

For me, with the choices that exist in the cruising world today, the Silversea Silver Spirit just cannot gain my endorsement as she now exists. Maybe I am wrong, and I am happy to discuss or debate it. There is no such thing as a wrong opinion; just different ones.

Join the multiple discussions of the Silversea Silver Spirit on The Gold Standard Luxury Travel Forum.

Silversea Silver Spirit - Come On! You Have Got To Be Kidding! This Ain't Luxury!

You have got to be kidding me!  What I am reading makes the Silversea Silver Spirit a virtual joke if you are talking "luxury" and just OK if you are talking premium.

Let me explain:  One thing I hate is "dumbing down" people so they eventually believe that marginal is acceptable.  Silversea seems focused on abandoning its luxury product on its new ship...and duping the guests into thinking it is OK.  (I am not so sure that is really working for many based upon the reports of long lines of dissatisfied guests bending the ears of management, but for some it does.)  Examples:

1.  Charging for things that should not included and eliminating things that Silversea cannot get away with charging for -

*As I previously noted, charging for specialty dining, such as  $200 per person for Le Champagne is offensively unjustifiable as is $40 or $80 per person (with or without sake) in Sheishen (the new Japanese venue).  Saying it is intended to reduce demand due to the size of the venue is absurd.  Reservations takes care of that.  Jack the price up so that most guests cannot or will not use a venue?  Please.   

*Charging for access to basic spa facilities.  I can understand charging for most spa items, but it is getting to be a bit much.  Also, there are reports of the mass market approach of pushing overpriced products.  (To be fair, on the Seabourn Odyssey that was also attempted by the contractor...for about a day...and then Seabourn shut down that sales approach.)

*Absence or limitation of complimentary drinks  when boarding and in public areas, for example, in the Show Lounge and, it seems, in the suites as well.

2.  Lack of Training and Poor Service -

*It is one thing for there to be some rough edges in service when the main restaurant opens, but it is another when some of the waitstaff don't know the difference say between risotto and a meat dish.  It is one thing if one dish is delayed a few minutes after everyone else is served, but serving one person while the rest of the table waits for a significant time?  Seriously, how limited was the training of the Silver Spirit staff not to review what the dishes are that are being served that evening or to understand that you reject the one dish and have it come out with the others?  (See my post:  Seabourn Cuisine - Seeing is Believing). 

*I can understand the suites not being stocked with the preferred beverages at the beginning of the Maiden Voyage, but not a week into it...especially when the guest repeated asks multiple people.  Obviously if the provisions were not loaded (because of logistics or financial issues), the answer is to simply advise the guest of the lack of provisions and to explain the options (if any) available.  Days of chasing people down and increased frustration is inexcusable...even on a mass market line.

3.  Serving Marginal and Repetitive Food (I can't call it "Cuisine") -

*This one really blows my mind!  It makes my complaints about the Regent Seven Seas Prime 7 restaurant serving oversized portions not being luxury sort of "over the top".  There is presently one guest onboard the Silver Spirit that posts on her own blog, Cruise Critic and Luxury Cruise Talk message boards.  I appreciate Debbie's efforts and candor, but alas it is clear to me that we work/live in two totally different worlds.  Here is a link to her photo of the dinner served in the al fresco dining venue on Deck 10 (Beef on a Stone).  Seriously, the presentation, quality of vegetables and salad are shocking...even for a mid-range steakhouse.  But if you look at the other food (not "cuisine") photos Debbie has generously posted, you may come to the same conclusion I did:  It is NOT luxury...not even close.

*I have looked at some of the Silver Spirit menu offerings and it is just, plain and simple, the same dishes served over and over again.  Changing garnishes, side dishes and spices doesn't change the base offering.  Again, it may be an issue of lack of provisioning or finances, but don't just serve it...explain why!  Treating guests like lemmings rather than intelligent and understanding folks makes absolutely no sense...and it is not luxury.

4.  What About the Ship?  One thing I find absolutely of great concern is that other than the televisions being embedded in mirrors (which is, by the way, a typical Ritz Carlton and other high end hotel treatment; especially in bathrooms) not much else has really be raved about...or even commented on.  (It is being noted - now that the novelty for some has warn off - that in the sitting area of the suites, the television is not actually embedded in the mirror, but shows as a black rectangle in the wall when turned off.) 

Seriously is that all there is to talk about?  There have been no raves about the main restaurant or the other public spaces...other than some guests enjoying STARS Lounge (which doesn't open until 9:00 p.m. because it shares a galley - which is inexcusable on a new ship) despite its service misses.  OK, some like the bar in the reception area and other don't, calling it similar to a hotel lobby.  (Now remember when I blasted Ralph Grizzle,the Avid Cruiser, for asserting it was equal to the Seabourn Square?  Check that out here:  Stupid Comparisons.)

Give Silversea Some Time - I am very confident I am not the only one with so many concerns.  And, to be fair, we all must give Silversea time to make corrections and adjustments and to admit, "Oops, that was a bad idea"...and to actually train its staff. 

Please remember that if people like me do not criticize there is less chance of things being improved.  Cheerleading may make some feel better in the short term, and they are obviously entitled to do it, but that is not what I do for my clients.  I try my best to give unbiased and accurate information...which is proven time and time again on this blog. 

Remember my blasting so many things about the Regent Seven Seas Navigator and the cheerleaders attacking me and claiming I was pushing Seabourn?  Well, Prestige Cruise Holdings, Regent's owner, had the same assessment I did...and invested a fortune to make corrections.  In other words, what I told you was true...not a push toward Seabourn.  Similarly, here I have given you some comparisons to the new Seabourn Odyssey and the Silversea Silver Spirit; not to push anyone to Seabourn, but to give you valid comparisons.

Join the discussion at The Gold Standard Forum!

Silversea Silver Spirit - A New "Dream" Ship and Some Nightmares

I have not commented on Silversea's newest ship, the Silversea Silver Spirit, for a few days. The reason: I am tired of being told or perceived as being a Silversea basher. So I let the initial couple of days of nirvana go by and have been reading as much as possible from those who were or are onboard.

[Note:  There is a great discussion going on at The Gold Standard Forum.  Click on Luxury at Sea and then on Hardware]

The result is exactly what Seabourn has always claimed: It is the software; the people and service that make the difference. And with Silversea, it seems, that it was is sorely lacking. There are, of course, some of the best staff at sea...but then there are apparently a very large number of undertrained and/or overwhelmed and/or undermotivated staff. It also appears that some of the service has been limited in order to deal with the shortcomings.

Before discussing that, the ship itself is worthy of discussion. From what I have read and seen, the ship is (as previously noted) brown, brown and brown. That is not necessarily a bad thing, but if you are looking for modern design and flair, this is not the ship for you. It has been compared, to some degree, with an "old school" hotel. There are certain areas that seem to work well, such as Le Champagne (the $200 per person restaurant), the bar in reception area, etc. There are areas that don't, such as the show lounge.

The discussions have gone from how wonderful STARS (a tasting menu bar) is to the fact that it doesn't have its own galley, so the tasting menu isn't available until after 9:00 p.m. That seems like bad design as a result of cost-cutting. On a new ship dedicated galleys are an obvious inclusion (ala Seabourn Odyssey's Restaurant Two having its own galley back-to-back with the one for Colonnade). I am waiting to hear how it was designed that way so that it would not be a dining venue, but rather a late night snack concept. (I am not buying into that at all.)

I am not going to comment too much about the dining experiences because it is very difficult to get everything right in the first few days. The reports are of generally good to excellent cuisine, but a confused and inconsistent delivery (from wrong menu items, to unannounced changes in menu items, to truly worrisome room service issues.) I would note, by comparison, that Seabourn focused on making sure everything was as right as it could be when you stepped onto the Seabourn Odyssey as first impressions are so important. (I would also note, to be fair, that Seabourn has suffered some inconsistencies as the Odyssey has been out for a while and it seems keeping the small ship level of service on the larger ships is not as easy as hoped for.)

What blows my mind is some simple stuff, like bar service in the main show lounge simply does not exist. There is absolutely no excuse for this. Possibly as another cost-cutting effect of not installing a bar in the area, there simply is no service option. Even if offering just champagne, white or red wine, Silversea has to do something. It is, without a question in my mind, the installation of a philosophy of "Give 'Em Less" that is shocking.

The "fun" of the TVs behind the mirror in the suites seems to have quickly worn off, as the television is providing nothing better than second run movies, intermittent (at best) internet, etc. Stories of broken lights, no hot water, poor quality craftsmanship, etc. seem to be ubiquitous.

One other thing that is really bothering me is the extra charges. The word is Sheisin, the Japanese Restaurant, will charge $40 a person. The spa charges $20 a day per person for access to many of its facilities. Le Champagne charges $30 per person with no wine or $200 per person for a wine-pared menu. While Le Champagne's concept is a Silversea trademark, I think its pricing is absurd and to expand it to other areas offensive. This is supposed to be a luxury experience; not a pay as you go one. Seriously, what is the real cost of these experiences versus the cruise fare cost.

Two nights ago I dined at the the Ritz Carlton Lake Tahoe which opened just two weeks ago at Northstar-at-Tahoe, a 5 Star luxury ski resort, in its top restaurant, La Manzanita (operated by its James Beard Award winning chef, and San Francisco legend, Traci Des Jardins. For a total of $210 (including 20% tip) my wife and I had Maine Diver Scallops, Potato Mousseline and Black Truffle Nage and Red Wine Braised Shortribs, Horseradish Potato Puree and Herb Salad (both signature dishes) while my wife had Little Gem Lettuces, Roasted Chioggia Beets, Chevre and Winter Citrus followed by Steelhead Salmon, Celery Root, Roasted Chioggia Beets and Mustard Greens and we shared Warm Bread Pudding, Kumquat Marmalade and Bourbon Crème Anglaise and two bottles of Roederer Estate Brut Champagne (sparking wine). Can some tell me how you justify charging double that amount?

The rationale for charging $80 for a couple to dine at Sheisen escapes me as well. Yes, there is the issue of limiting demand, but that is easily done with reservations. One thing to keep in mind is that while the concept is nice, the problem is greater: People spending that kind of money don't want the feeling they are being "nickeled and dimed". The concept of fees to reduce demand is but one solution to a possible problem with overuse of a restaurant. Reservations are another...as Christian Sauleau knows from his long time involvement with Regent Seven Seas. (Seabourn went with a reservation system on the Seabourn Odyssey to limit demand and found that it actually created more problems than solutions...eventually abandoning it except for Restaurant Two - its high demand, and still no charge, tasting restaurant.) So Silversea starts out, knowing the Seabourn experience, by charging $80. I don't get it.

Obviously, I am not thrilled so far, but I also want to note that there is plenty of time to tweak, change and modify. There is an expectation of "This doesn't work, mechanically or operationally and must be changed...now how?" I still hold out hope that Silversea will be able both operationally and financially to make the Silversea Silver Spirit a true luxury experience.

Silversea Silver Spirit - Why Silence Is Not Golden - Oh, Boy What A Bad Start!

Well, I guess this is an unfortunate, "I told you so" about Silversea Cruise's financial turmoil.  I have, as previously noted, kept very quiet not only in the hope that something positive might happen, but because I didn't want to be seen as "piling on" or trying to spoil the anticipated coming out of the Silversea Silver Spirit.

After the handover to Silversea was delayed five days without comment or even acknowledgment, it was reported that Silversea said the problem was with Fincantieri and a labor dispute.  That was, it seems, just not true...and for me, being in the yachtbuilding industry, something that I could not possibly believe to be true as Fincantieri has a history of early deliveries...not belated ones.

Now, it has been announced by the editor of CruiseCritic.com that the problem was that Silversea did not have its financing in place - something I told you months ago - and that it apparently took three German banks (and presumably someone's financial first born child as security) for the ship to be handed over to Silversea. 

I am not sure what "handed over" actually means in this instance.  It could mean that as I had mentioned months ago that a holding company will own the ship and charter it to Silversea or, to be fair, that Silversea may have some interest in it.  Just speculation on my part...but I have been pretty spot on so far.

Once again, I caution that such issues do not bode well for a luxury experience on the Silver Spirit or for Silversea's future. 

I will, once again, go back to silent mode...and hope for the best.  There will be press onboard in a very short time.  Let's see what is being said, objectively and marketing-wise.

Regent Seven Seas Voyager and Silversea Silver Spirit - Why and How I Write This Blog

The past days have been very busy for me, personally, but also very interesting for me professionally.

It appears that some of my readers, I guess, read this blog because they perceive me as the Andy Rooney (curmudgeon) of the cruise blogosphere.  While I may have earned that reputation through speaking my mind, I want you to understand that I actually do speak my mind and do not rant or criticize just to write or keep up readership.  The Regent Voyager and Silversea Silver Spirit are two cases in point.

Regent Voyager - The Regent Voyager is on a Caribbean cruise and one of its engines has failed.  This has not left the ship without power or services, but required one port to be skipped so that she could arrive early this morning in San Juan so that repairs could be made.  It appears the guests have been kept fully informed, missing Antigua hasn't been a huge disappointment (and, regardless, Regent would have been within its rights to skip the port for a host of other reasons) and it appears that once the part(s) that are needed are installed the Regent Voyager will be on her way...on or close to schedule.

So when the problem occurred I started to receive emails asking me to write about how bad the ship is, what a terrible thing it is that Regent let down its guests again, claiming damage to the ship was clearly as a result of poor management, etc.  Folks:  SHIP HAPPENS!  I won't write any of those things, because I don't believe it is fair, accurate or appropriate.

These emails told me a couple of things: 

- First, Regent still has a lot of work to do.  It has well and truly alienated a very vocal and significant portion of its client base.  (Honestly, I think I probably fit into that category.)  It must find a way - probably though hard work and simply consistently getting it right - to regain the shine of the  previous management's self-declared "Six Star Luxury" moniker.

- Second, people have tagged me as being "Anti-Regent Seven Seas Cruise Line" when that simply is not the case.  I do not get my jollies (sorry, Santa) bashing Regent.  I have, quite vocally, expressed my frustration with so many of the prior management's decisions which - by design, IMHO - were to cheat the guests and make them feel special while picking their pockets.  Its prior incarnation just kept that movie line in my head, "Son, fat, dumb and happy is no way to go through life."

But the new management of Regent Seven Seas Cruises has done much to improve the line, to change its focus to on value rather than the absurd Six Star Luxury fraud (albeit I really hate the find demeaning the "free", "free", "free" marketing approach).  Yes, there is work to be done.  Training still needs to be improved to the point that the curious "I need to dine where X is the waiter because his service is great" is gone (as service should be great everywhere!).  Cuisine needs to be improved to the point where meals are consistently excellent everywhere, not "hit or miss" as reports in Prime 7 and Compass Rose have consistently shown.  There are others, but you get the point.

So with literally every cruise line having an engine problem at some point, I cannot report the present Regent issue to be a disservice to its guests or its handling improper. If that changes I will let you know. 

Silversea Silver Spirit - Why have I been so quiet about the new Silversea ship?  Because I really don't know a darn thing worth reporting on.  I have read the hype, the true marketing and the wishes, but I haven't seen any real information.  As I remain very concerned about Silversea's financial situation and my inside information as to fit, finish and training of staff leave me nervous, I do not want to push a product I am not presently secure in supporting.  But it is my hope and desire that Silversea weathers its financial storm, get is right with the Silver Spirit and that it succeeds, for in this business competition is a great thing.

Consider the changes in luxury ships over the past few years.  Dining options have significantly expanded, spas have become destinations, fitness centers expanded beyond treadmills, entertainment options have improved, unique ports of call are the norm (oxymoron??), passenger space is even greater and suites are truly "sweet".  Without the competition Seabourn would not have committed to building the Seabourn Odyssey, Seabourn Sojourn or Seabourn ???? (enter the contest!).  Silversea would not have the Silver Spirit (or named it so similar to the Seabourn Spirit!).  And Oceania and Azamara Club would not target those that might want a taste of the luxury, but don't want to pay the price...or need a suite....providing a higher level of service, cuisine, amenities and ports than the premium and mass market lines. 

So you can depend on me to say what I think, whether you agree or disagree, and not to say anything when I really don't have anything to say.  But, most importantly, if you are interested in booking a cruise remember that I, as your travel agent, will give you my honest, experienced and impartial opinion...not to push you to particular cruise line, but to assist you in your determination of what is the best cruise line, the best accommodation and the best itinerary for you -whether it be the top suite or inside cabin, a luxury or mass market ship, an itinerary in Asia or the Caribbean.

Azamara Club Cruises- Changes Are Coming...And I Like It Alot!

I have always struggled with Azamara Cruises because it had a pretty solid product, but no direction and nothing that made it distinguishable.  Honestly, I have said to its parent, Celebrity Cruises, that with Oceania Cruises having such a solid product with consistently excellent delivery of cuisine, service and itineraries, there was little motivation to select the lesser marketed and unknown Azamara.

That has all changed...and I preface it by stating that Larry Pimental and his staff have picked over Oceania, Regent, Seabourn, Silversea, Crystal and SeaDream and pulled elements from each, tweaking their selected concepts in ways that they believe will provide a far improved cruise experience which touches upon, but does not pretend to be, luxury.

First Azamara is now Azamara Club Cruises.  This is obviously a play off of the "country club" marketing of Oceania and the recent emphasis on "country club casual" by many lines.

Second, they have taken the approach of making the product more inclusive....something I have said was essential to distinguish it from Oceania - who operates identical ships.  So now

1.  Gratuities are included. 
2.  Wines with meals complimentary.
3.  Bottled water, specialty coffees and teas are included.
4.  Shuttle buses will be provided (where available) between the port and town at no charge. 5.  Self-service laundries are complimentary.
6.  Specialty restaurant dining will be complimentary for suite passengers.

These are pretty much the things that Oceania makes money on and (as you know I have told you) can make an Oceania cruise more expensive than a Seabourn cruise if you are traveling in an sort of suite accommodation.

Third, while Azamara has always had solid cuisine, it is, ala SeaDream, incorporating more of the cuisine of where the ship is visiting in its dining menus.  Complimenting that is its emphasis on local wines - some of which are not readily available elsewhere because the vinters either do not have sufficient qualities or simply do not market for foreign distribution.  (The other night I enjoyed a bottle of Slovenian wine I purchased on my last cruise.  It was bittersweet because I know I cannot purchase it here in the U.S. and I want more of it...and it has great memories associated with it.)

Fourth, there will be many more overnight stays.  This, to me, is a tricky one.  For me, other than say Barcelona, Venice or Istanbul, there are not many ports that I - as a seasoned traveler - want to overnight in when embarking or disembarking.  I may be in the overall minority, but there is great value for many knowing that if their flight is late they can still make the ship...and the need to purchase a pre- or post-cruise hotel or a very early private car to the airport on disembarkation becomes a real cost savings.  Also, there will be a beefing up of shore excursions as the additional time will permit more unique and in depth experiences.  (These will be at extra cost, however.)

What is refreshing is the Fifth point:  Prices are going to be higher.  All of this luxury comes at a cost.  While higher prices may make Azamara Club unaffordable to many, the average target passengers are  aged 45 to 60 with a household income of approximately $300,000 per year.  One thing to keep in mind is that the vast majority of the accommodations are cabins with very small bathrooms (and tiny showers).  As with SeaDream (Pimental's former baby), I am sure the focus is on making the rest of the onboard experience at a sufficiently high level as to reduce the impact of this shortcoming.  Note:  I firmly believe that being honest with the market and saying you are raising the prices to make this a more inclusive product is the way to go.  The concept of "free, free, free" added to high prices, ala Regent Seven Seas Cruises, is to many offensive; especially the astute.

There is, alas, a Sixth point:  Children.  As with Oceania, Azamara Club specifically does not encourage children and touts that it has no facilities for children.  However, children are welcome to book and, in a very significant difference, if there are a sufficient number of children on board, Azamara Club will provide youth counselors.  This, to me is huge.  Not only does this open up Azamara Club to many of the demographically targeted folks who have children, it provides a bit of protection for those who do not want to have children onboard with nothing to do disturbing their cruise.

Here is something to think about:  December 14th is the day prices are going to increase.  If you act quickly, you can lock in some really spectacular cruises in 2010 and 2011 that will have all these added amenities...and you can do so at the present lower prices.  It is like receiving a very significant discount for doing today that which you might well do later.

Silversea's Silver Spirit - Some New Photos...And A Warning About Ralph Grizzle (The Avid Cruiser).

One nice things about having a ship built at Fincantieri is that you have great confidence it will be delivered on time.  Regardless of any other issues, Silversea is blessed with having the Silversea Silver Spirit being delivered as it should be...and, it would seem, in a properly cleaned condition.  This stands in stark contrast to the horrid mess T. Marrioti delivered the Seabourn Odyssey in...and should give Silversea every opportunity to start off on the right foot - with delivery of an excellent right from the start (giving, of course, some leeway for the expected - and unexpected - glitches immediately after any delivery).

There has been some discussion on The Gold Standard Forum about the Silver Spirit appearing to be someone front and top heavy.  (You can read and join in the discussion under "Luxury at Sea - The Hardware").  To my eye she doesn't have the most sleek lines, but the efforts to stack as much as possible on this ship have not ruined the lines to the extent of the Norwegian Epic. 

Compare, however, the lines to the Seabourn Odyssey and you will see what I mean.

To my eye it is as if an additional 2 decks were added midships and forward.  Would this determine if I liked the ship or not, or if I would recommend her or not.  Absolutely not!  It is just comment.

What might make a difference is how she handles in wind and heavy seas.  With today's truly remarkable technologies both through engineering design and equipment it is possible to counter many forces (top-heaviness, wind loads, etc..)  Knowing that Fincantieri makes good ships is one thing, seeing that the client's design as implemented by the shipyard works is another.  We shall soon see how she handles.

Silversea has also released some photos of some of the public spaces (albeit sans furnishings - to be expected this far from delivery).

The Reception Area appears attractive, but to me looks very hotel or banquet hall - esque.  I do have a bit of an eye for new construction work (having managed a superyacht yard for a while).  What I see appears to be very well executed, but not intimate.  It is a concern for me, and guests, that as luxury ships get larger they may just get too impersonal...losing the very character that makes them attractive in the first instance.

It may be that with the addition of the furnishings, this area will be broken up into more intimate areas.  It is why, to me, releasing this particular photo is curious.  (Sorry if I sound negative.  I just have to call it as I see it.  And I don't see why these particular photos were the ones chosen to be release.)

La Terrazza is the causal dining area.

I don't have much to say about this area because it doesn't show much.  BTW, the shiny areas on the carpet is carpet protectors that are put down during construction and taken up as the space is completed.

I do, however, have a bone to pick with the Observation Lounge.

Why would you place a bar so close to the windows...and then orient it so that you are looking away from the windows (and into the bar)?  This is just bad design...from what I can tell from one photo. (I am not sure what is in the distance, but it does seem like it is better.)  Again, comparing it to the bars on ships from the Royal Caribbean Viking Crown Lounges, to the Celebrity Solstice-Class ships to the Seabourn Odyssey, the concept is to have a centralized bar with no real obstructions above bar height, so people can sit and, well, "observe" (something other than the bartender). It doesn't have to be the same old thing; my point is that this is a design topic long ago visited by many designers with some very good results.

The Warning

I would like to make one point clear:  I have absolutely no economic motivation to say anything negative about Silversea.  I have clients that book Silversea.  I have other clients that have booked Silversea with other agencies.  The fact is Silversea has some of the best itineraries out there.  I want it to be a great product (and it ain't bad!), because the more cruises I sell, the more money I make (and it is not like everyone I meet is going to both love and purchase a Seabourn cruise).  But I have to be honest. 

In that regard, I have taken issue with some of the comments Ralph Grizzle - The Avid Cruiser - has posted as "journalism" or "news" tauting how wonderful Silversea's new ship is and how it is better than the Seabourn Odyssey.  (Remember my post about his claiming the Reception Area was as good as the Seabourn Square?) I have listened to him criticize the size and sound of the Seabourn televisions and the crowd he observed on the Marina the very first day it was in operation and wondered, "What's up with Ralph Grizzle?"  Read my post "I Hate Stupid Comparisons:  Seabourn Odyssey vs. Silversea Spirit!"

Now I know why.  The Avid Cruiser (Ralph Grizzle) is, without question, being paid by Silversea to spread positive comments about the new build.  Check out Silversea's blog and check out who produced its video interview of the chef, the video of the Silversea staterooms, etc. It is Ralph Grizzle.  He has become nothing other than a walking infomercial! 

The problem is that he has never disclosed this in his "journalistic" pieces which are distributed around the internet.  (How many times have you heard CNN note its relationship with an entity it is reporting on?  Regularly, right.)  Why has he not disclosed this?  The answer is unavoidable:  It is to mislead you into thinking you are receiving impartial information regarding whatever it is he is reporting on.

Is there anything wrong with being paid to promote a product?  Absolutely not.  Is there a law against doing what Mr. Grizzle is doing?  Probably not.  But the ethics of it to me just stink.  Folks you want all the information you can get and you want it to be reliable.  But, more importantly, you want to be able to honestly and fairly weigh the information.

I make no bones about my being one of the world's top sellers of Seabourn cruises.  While I may be that because many factors, it clearly has been seen by some as causing a bias in my comments being favorable to Seabourn (or anti-Silversea).  I clearly disagree with that (and don't even understand how a travel agent makes more money being critical of a particular cruise line), but at least you have the information available to you to make your own decision.

Now, if you will, go back and read Mr. Grizzle's "news" reports and, in fact, re-read this post.  Let me know what you now think.  Join the discussion on The Gold Standard Forum!

Silversea's Curious Press Release: Silversea Spirit Sales Figures

It is now October 29, 2009, less than 90 days from the Grand Inaugural Sailing - a 91 day cruise commencing on January 21, 2010. Today I read a news release on Reuters which reads, in part:

"30% of the Silver Spirit`s 91-day Grand Inaugural Voyage, starting at $42,000per person, is sold out. An additional 60% of the 91-day voyage has been sold in segments. Plus, the top priced Grand and Owner`s Suites, topping at $129,000 per person for the full 91 days are 98% sold."

Being one who tries to read between the lines, I paused immediately to ask what is 30% sold out? Does that mean there is 70% availability?

But then there is the second figure that 60% of the Grand Voyage has been sold in segments. What does that mean?

Does it mean that only a portion of the 91 day voyage was ever offered as a 91 day cruise, with 60% reserved for segments only? If that is the case then there are not many guests on the Inaugural. And there could well be over 50% of the suites vacant for the entirety of the 91 days - unsold to full or segment guests.

If it means that 30% of the Silversea Spirit's total capacity has been sold as the full 91 Day Inaugural Grand Voyage, then in this economy it is quite good news. Similarly, if it means that an additional 60% of the suites have been sold for the 91 days (through various segment sales), that too is great news. If combined that would lead one to possibly conclude that around 90% of the sailing has been sold.

What causes me concern is that no clear figures have been used by Silversea. Instead it used the worrisome tactic of using statistics over statistics (a/k/a "You can misuse statistics to say anything.")

I, therefore, ask why didn't Silversea clearly state something along the lines of "Over ___% of the Inaugural Grand Voyage capacity has been sold, with ___% of our guests opting for the full 91 day voyage."

Any answers? Any clarifications? Please!

Silversea Offers Pillows All Around and Crystal Offers Some Holiday Spirit

Silversea has announced it will have the previously announced Pillow Menu on its new Silver Spirit will now be available on all its ships in 2010.  They include:

*Soft sleeping pillow of 25% down/75% feather
*Medium-firm choice with a firmer core and a 30% down/70% feather composition
*Firm pillow with extra neck support for sleeping or back support for reading.

*Memory foam that molds to the user’s sleeping shape
*Buckwheat pillow to relieve aches and pains and help prevent snoring
*Body pillow with extra fluff
*Aqua plush polyester down alternative fill pillow
*Fairfax polyester pillow for a down alternative with extra support.

Silversea will also offer aromatherapy pillow cases.  The Tiara Collection pillow covers, 300-thread-count cotton or 100% silk charmeuse, have hidden pockets with chamomile or lavender scented sachets.

Crystal Cruises is offering complimentary Christmas trees to the guests in its top suites for its Holiday cruises   Lower suites may purchase trees and optional decorations at a very reasonable cost.  Cabin guests may purchase table arrangements (as a tree would be a bit crowding) also at a modest price.  Hanukkah decorations, if desired, are available for all guests.

Little touches like this can truly make your in-suite experience a bit more special.

I Hate Stupid Comparisons - Seabourn Odyssey vs. Silversea Spirit

Ralph Grizzle has obviously made quite a play, with his "review" of the Silversea Spirit sea trial being repackaged and represented on a number of different websites. Bless him for the marketing, but seriously, it is enough with pushing out blatant marketing material, week after week, month after month, as allegedly objective cruise reviews.  It is, at least to me, downright offensive and a blight on those of us trying to be objective.  In a way, it is similar to the "cheearleaders" that post false information on message boards because of some sordid belief they must support their favorite line...at all costs.

Now the substance:

When I read a review that gives one ship higher marks because its standard suites are allegedly 11 square feet larger I think, "How Stupid!" That amounts to less than 6 inches in length or a foot in width. Objectively, heaven forbid, I would challenge one to be able to actually feel any difference no less live in the suite better.  Yes, a couple of inches here or there - dependent on whether the admittedly absent furnishings are placed - may make a difference, but as a "it is better" makes no sense.  What if, as it seems may be the case, the bed conflicts with the bathroom door?  Still and edge with "all" that extra space???

Compare his comments about the televisions: Silver Spirit has two 26" TVs (one behind mirror) and Seabourn Odyssey has one. Fair enough. But would I ever use that criteria for "giving the edge" to one ship over another? Never. Seriously, how many luxury cruisers truly care about the televisions? How many actually never turn them on? I legitimate point (and important to a few), but in the world of comparing entire ships...nothing more than a footnote. In fact, as a foot note, to me it is no different than Silversea having a pillow menu ala Celebrity Concierge Class cabins. (Not so special now, is it?!)  It is a nice touch, but really not so special...and anyone with experience in this industry knows this.
Then there is the comment that Silver Spirit gets an edge because it is larger than the Seabourn Odyssey? Huh? In the luxury cruise world, larger passenger counts have never been seen as better...ever. So with 540 guests vs. 450 guests (20% more) on a ship that has yet to explain what public spaces are truly unique (style of restaurants aside) or function better I am sort of baffled by the alleged "benefit". Maybe there is one...but tell me what it is!

My favorite is the comments, "With its reception area, Spirit has matched Seabourn Square (Odyssey’s library/internet café/coffee shop/purser’s desk/shore excursions and attractive public room), by integrating a bar and dining area for light snacks." Huh??? Aside from the fact that the Seabourn Square has more going for it than stated (such as a full bar, something a bit more upscale than a "coffee shop", a complete concierge service and multiple public spaces indoors and outside) to say the addition of a bar and dining area for light snacks (now, why didn't he call it a "snack bar"?????) takes a purser's counter and transforms it into an area which has drawn consistent raves from Seabourn guests, is just dishonest.

As Mr. Grizzle finally admits, Silversea is going to have to deliver service.  The best hardware in the world is not going to to do much for guests if the service...and cuisine...is not up to standards.  He admits he had no service during the sea trial, but writes as if that is cool.  While I cannot imagine any cruise line wanting journalists (or marketeers) on a sea trial, what I do know is that if Seabourn was to do it, it would have provided some service...because Seabourn is all about service.  I expect, as a guest, at least some acknowledgment.  Possibly a bottle of wine, some nice sandwiches, nothing big...but some service.

I would think that before anyone makes comparisons they would (A) actually see the completed ship; and (B) experience the ship in its completed state.  But maybe that is because I am not looking to be paid...or even shall I say "brown nose"...Integrity has some place in a cruise review...doesn't it?

To be sure, I am hoping the Silver Spirit is delivered as a fine ship.  I have been told all those finishes that were were missing when Mr. Grizzle was onboard are not up to standards.  But, alas, I have not seen them...so how could I comment?!  (Get the point?)  But if the Silver Spirit is all that it is supposed to be, it may well be the answer to Silversea's lagging sales and somewhat lackluster experiences of late. 

Remember, just as much as I believe in the Seabourn product I believe in competition and options.  No cruise line is for everyone and I don't work for the cruise lines. 

I work for my clients...the cruise guests.

Conde Nast Traveler Awards - If You Didn't Believe They Were A Joke Before, You Will Now!

For years I have noted, complained and even ranted that the Conde Naste awards were worthless "awards" which were nothing more than the result of the explicit stuffing of the ballot boxes with the knowing consent of Conde Nast Traveler Magazine. This year it makes the elections in Iran and Afghanistan seem legitimate.

The results for the for Best Small Ship Cruise Line:

1. Sea Cloud 2. Yachts of Seabourn 3. Regent Seven Seas

I pause and ask, "How many of you have even heard of Sea Cloud?" and then I ask, "How many of you know that this very small line has two sailing ships and two river boats?" I am not saying Sea Cloud is not a good product, but if the votes are from those that have actually sailed on the line, one must wonder...seriously wonder. Each ship carries no more than 64 passengers.

So, I must ask, "Who voted and how many times?"

But then I got to wondering, "Where the heck is SeaDream Yacht Club?" "Where is Silversea?"

And then I pondered, "How does Regent Seven Seas qualify as a 'Small Ship Cruise Line'?"

I could go on...but why should the facts get in the way of a sham. What a shame. Heck, aren't the three best hotels in Hawaii all Four Seasons?????????????????

A Change in Cruise Line Pricing Is Happening!!!!

As you know I have long been a critic of looking at the advertised "discounts" by the cruise lines.

It doesn't matter if Silversea or Seabourn or Celebrity or Carnival is offering a 30% off fare in its brochures because, obviously (at least to me) they have never offered the cruise at full fare, so the alleged discount is no discount at all.

Of recent vintage that non-existent 30% discount has been transformed into 60+% discounts...and I won't even get into how that discount is calculated differently by various lines. Yes, there are some excellent deals, but they are not, by any means, 60% off.

The result has been clients calling me up asking why the "discount" isn't greater on one sailing versus another one; while they (it would seem, logically) never actually looked at comparing the actual cost of the cruises. If a cruise discounted 40% costs more than a similar cruise discounted 30%, obviously the better idea is to go with the lower cost cruise, not the more highly discounted one. It is, alas, soooo confusing to many cruisers.

It was reported this week that United Kingdom's Advertising Standards Authority has ruled that as to Silversea's offering huge alleged discounts, the practice must stop. So Silversea cannot utilize the 60% off marketing ploy it continues to use in the United States. It delayed the production of its UK brochures as well, while it formulated its new marketing strategy of booking earlier will result in greater savings.

As I noted in a recent post, this most definitely is not a Silversea issue, but rather an industry issue. In fact, the article references Crystal Cruises also reformulating its UK marketing strategy...and Crystal doesn't discount as a rule, but adds value in onboard credits and such.

While I suspect the change will not be happening too quickly in the U.S., at least you know better to not be misled by outrageous discount claims.

And, by the way, that is why I am a good travel agent. I have NEVER sold a cruise based upon an advertised discount rate. I ensure better for my clients. It takes more time, but in the end my clients receive excellent value for their money...And I also ensure they are on the correct cruise and itinerary (as a great price on the wrong ship and/or going to the wrong places isn't a deal at all!)

Silversea Silver Spirit - A Short Video, Some Details and Some Thoughts

Ralph Grizzle, the Avid Cruiser, has created a short video of the new Silver Spirit as she is on her sea trials. I thought it might be of interest to you:



For those of you panicked that the ship will not be finished in time, know that the shipyard has a history of completing on time or early and that much of what needs to be installed is waiting in warehouses. Much gets done to make the ship look "done"; especially in the final weeks (not months). The soft goods are up to Silversea and I have previously reported on same.

I am holding out before commenting on the interiors any further. I am not seeing anything that makes me terribly excited so far. For example, the pool area is actually quite ordinary. (I haven't seen stacking three whirlpools so close together before, so maybe there is a concept there that hasn't been explained or developed, but that is about it for something of note that I see.)

Similarly, the spa is reported to be a mere 6,000+ square feet. That seems quite small when considering it is to service 540 luxury guests. By comparison the new Seabourn Odyssey's spa is 11,400 square feet and services about 20% fewer guests (450).

Most importantly to me, the essence of luxury cruising is the staff and crew. Other than Silversea announcing that every suite will have a butler (though what that butler substantively does in addition to what is normally provided...other than allowing you to see another uniform...hasn't been disclosed), Silversea has not advised how it plans on servicing 25-35% more guests than it does on its other ships or what it is doing to assure the staff on the Silver Spirit is fully trained and won't deplete the top staff on its other ships. (By contrast Seabourn made a big deal of its Seabourn Academy for its new staff...and it has, well and truly, paid off with consistently great service on all of its ships.) Silversea, if there is a program in place to assure great service, please let us know.

Silversea Silver Spirit - Some Discussion of Design

On The Gold Standard Forum there is a bit of discussion about the conclusion by one member of the "press" (Anita Durham-Potter - expertcruiser.com) "From what I've seen -- when finished -- Spirit is a lot prettier and better planned than Seabourn Odyssey."

I have taken issue with that opinion because it is simply a bald statement unsupported by facts or examples. I am not saying it isn't true, but that I think the public is entitled to something more than hype or conclusions. This lead me to the following forum post which I want to share, with slight modification:

Noting that it is extraordinary for a cruise line to give the "press" access to sea trials and to allow them to photograph the various public spaces, a "red flag" most certainly has been hoisted. My question is "Why?" It is, alas, a question based upon a long history and many experiences where unfinished work (Anita Durham-Potter says 65%) does not accurately reflect the finished product (good or bad). Soft goods are very important.


Also, my concerns over everything being brown apparently are well-placed. Unless there are extraordinary soft goods, fabrics, and furniture this could be a real issue. Again the question is "Why?" A lack of contrasts and compliments tends to reflect immature (simplistic) interior design or a "offend no one" approach. Maybe some people will like it. But a monolithic approach to color usually is a warning that things are lacking in spatial design as well.

Most importantly, I don't need anyone "telling" me there is good design. I need someone to "show" me or "explain" it to me. Anita Durham-Potter has discussed suite amenities, but nothing of substance. (And, BTW, a butler cleaning my glasses? "Pretentious" is not a strong enough word to describe it. I do not think, even in the superyacht industry, asking a person to wipe anything personal to me is appropriate...for the person or myself.)

Now, as to substance, I can talk a bit about BAD design as I see it. I have taken one of Anita's photos to explain.

- The shower is small and I have concern for any larger and less mobile guests. Shaving legs??? And with the showerhead on the back wall, it means you are blessed with staring at the wall rather than having any feeling of openness. (Seabourn Odyssey, just as an example, has the showerhead on a side wall, so you can look out of the shower and feel a bit more open. Note: I have commented on its showers being a bit tight, too.)

- The storage shelves are too far from the vanity and look sufficiently close to the shower door to create a possible problem with being hit upon entry/exit and/or a drying towel knocking things off of them.

- The oversized vessel sinks are nice, but there is no real estate for toiletries.

- The faucets are quite utilitarian.

In another photo it looks like the access to the bathroom will be quite narrow as it conflicts with the bed. (As there are only two cots present and the one closest to the bathroom is sans mattress I must withhold judgment, but express my concern.)

I don't want to be seen as bashing the Silver Spirit, which is not yet complete, but I have an excellent source who is very critical of the furniture, fabrics and fittings, and the photos tell me a lot. Maybe that is why I am called "Iamboatman"...because it is more than being about "the cruise" and "selling it" to me.

Seabourn paid my way to go on the Inaugural of the Seabourn Odyssey, but I called it as I saw it...and Seabourn knew I would and I did. The fact that I was very impressed is not hype, I gave very detailed reasons why. I did the same as to the Celebrity Solstice/Celebrity Equinox. All I ask is that those that have access to the Silversea Silver Spirit give facts not hype.

Now, the reality of it is that "brown" is not going to horrifically offend and may well not be boring in the end and the bathroom is not going to make or break a ship or a cruise. Further, until the ship is further along, the ultimate overall design cannot be fully evaluated. My comments are not intended to "bash" the ship or Silversea, but rather to show how unsubstantiated comments are so easily dismissed or discounted.

Also, please keep in mind that I firmly believe the real "software" - the staff and crew - make the most difference and are the most critical factor when evaluating a ship. Cuisine is important too. That is why I am very much looking forward to my cruise on the Seabourn Spirit. If not for those things, it probably would be seen as nothing more than an older ship that is past its design prime.

So I will continue to provide facts, information and opinion on the Silver Spirit and I will not allow my ultimate desire for a having more luxury products to sell cause me to encourage you to book a particular ship because of some short term benefit to me...or even just wishful thinking.

In the meantime, best of luck bringing the Silversea Silver Spirit to market as a first class luxury cruise ship!