Search This Blog

Monday, December 29, 2008

Seabourn and Regent - Experiencing Shore Experiences

I was going to wait until I got all the information, but I figured "What the heck.  Let's start the discussion now."

Seabourn decided a few months ago to end most of its complimentary Seabourn Experiences  (http://goldringtravel.blogspot.com/2008/09/seabourn-is-discontinuing-complimentary.html) and, obviously, it was not met with great joy.  While I know many of my clients did not attend most of them, there are others that loyally did and feel cheated.  I was not in favor of their demise and offered my clients some compensation if they took an alternative tour.

Seabourn, as noted in its blog, is now emphasizing private tours...not paid for "get on the bus" tours, but truly luxury private tours.  Seabourn has a staff of eight devoted to this.  As noted recently on the Seabourn blog:

Helen Panagos, Seabourn’s VP of Shoreside Operations, came up with a plan to totally revamp the company’s destination services resources.  “We learned a lot from talking with our guests about what they really wanted to do during their cruises,” says Helen. “Some of them are still interested in the more general interest types of tours that we have been offering. But more and more of them wanted truly unique, customized arrangements for themselves and the small group of people they travel with-maybe family or friends. So we designed a whole new department to provide the sort of attention and expertise that can create very special experiences that aren’t off-the-shelf sightseeing tours, but rather unique, personalized arrangements that make for a perfect, memorable day in a port.”

Now that may not be what people looking for the lowest price cruise wants to hear, but possibly considering the previously unexpected drop in base cruise fares, Seabourn may have decided to provide the best "onboard" cruise experience and leave the shore experiences (with a few notable exceptions) to each guest's personal interests and budgets.

With a different approach, just before the holidays began, I received an email from Regent announcing it is going to be announcing certain specific 2009 cruises that will have complimentary tours included.  I do not have any more information, but it may work for those disappointed with Seabourn's decision.  (On the other hand, I know that I and many others have, in the past, been very disappointed with some of Regent's tours and its tour desk.).  Until I know more I really can't comment, so stay tuned.

My question to ponder is, for now, "Would you be willing to cancel your Seabourn cruise so that you can take advantage of complimentary tours on a Regent cruise."  If you answer Yes, then you can stop complaining about Seabourn eliminating its single Seabourn Experience on most cruises...for you have found your solution.  If you answer No, then you believe the Seabourn cruise experience is what matters more to you.

When I have more information as to the cruises involved and the tours being offered by Regent I will let you know.

Sunday, December 28, 2008

Even When Skiing Iamboatman Thinks About The Cruise Industry - Training and Consistency Is the Cornerstone.

The other day I wrote about Mark Conroy, President of Regent Seven Seas Cruises' open letter and Regent's new efforts to provide what it has promised it would be providing all along. I am hopeful, but not enthusiastic.

Well, I am a member of the Tahoe Mountain Club - a sort of country club for skiers and golfers belonging to Northstar-at-Tahoe or Old Greenwood - here in Lake Tahoe, California.  It has, to be kind, been a monument to ripping off those of us shelling out tens and tens of thousands of dollars under the guise of providing the ultimate in luxury ski and gold experiences.  It has  actually been nothing more than a vehicle to sell faux luxury to those interested in being nothing more than fractional owners (read "timeshare") or renters.

The result has been really good looking facilities overrun with children, people who don't give a damn about the facilities or other "members", and the "real members" (those who actually paid up to $100,000 for a membership...I am a member, but not in that league!) being unable to find real luxury anywhere in the very facilities they have paid for.  (The General Manager actually sent out a letter last Spring claiming TMC was striving to reach an 8 out of 10...a B-...in all areas!)

This year I have found things to be just as bad...almost.  Just when I was about to give up, Schaffer's Camp, a private TMC restaurant on the top of Northstar-at-Tahoe, gave me some hope.  After my screaming for two years about the faux luxury, a pretentious but dishonest and inept manager, horrid overpriced food and lousy service, Tahoe Mountain Club finally listened.  I walked in the door and was greeted by, "Hello Mr. Goldring.  Nice to see you."  The new manager, Brad Kohler, happened to be there and started to speak to me with enthusiasm.  They found me a table in the dining room (I was going to eat in the bar) and was greeted by a very nice and competent waiter, trained and smiling bus-staff, a menu and wine list with reasonable food and wine at reasonable prices (and a true wine expert on staff)...and all of a sudden that Million Dollar View looked a whole lot better and the food was excellent.

How did this transformation happen?  BIG changes.  There was an admission by TMC's management that they were doing it wrong.  They brought in a fresh and enthusiastic face who actually knew the business.  He is taking it slow, limiting the reservations in the restaurant so that the staff (cooks to busboys) can learn what to do, how to do it better and making sure execution is excellent.  I repeatedly heard, "We want to take it slow so that we can deliver consistent service and product."  Music to my ears!!!

Being the skeptic I am, I went back the next day and found things...get this...exactly the same!  Consistency has possibly found another home.  While I remain skeptical,  the present situation in one small portion of the Tahoe Mountain Club has - after years - finally seems to deliver what was promised...at least at Schaffer's Camp.  (Last night at 6PM in the Alpine Club kids still were allowed to run amuck, classless and loud renters and filth - from the thin and marginally trained staff being unable to properly cleanup due to overwhelmed and chaotic situation.)

If Tahoe Mountain Club can make things work -even one facility at a time - Regent should be able to do it to.  Regent has an advantage, as well:  It has never been in as bad a shape as TMC.

That said, I kept thinking those that haven't tried Seabourn need to.  For me it sets the standard.  It is better at an excellent level of service...in all areas of its ships, with truly fine dining and, while not perfect, always striving for consistency.

Friday, December 26, 2008

An Open Letter from Mark Conroy, President of Regent Seven Seas Cruise s - A Refreshing Admission.

On December 23, 2008 at 6:37 p.m. (at the close of business, so effectively on Christmas Eve) Mark Conroy, President of Regent Seven Seas Cruises took the unusual step of posting an open letter on Cruise Critic which was clearly in response to some of the now more consistent posts about the declining quality, inconsistent service and changes on Regent cruises.

Mr. Conroy wrote (and I have highlighted a few things) as follows:

Dear RSSC Guests and Cruise Critic Readers,

I’ve been an avid reader of Cruise Critic for many years and have always found it, along with direct feedback from our guests, to be an invaluable feedback tool and a great way for us to keep our finger on the pulse of our company and our product.

After reading some of the most recent threads, I wanted to take a few moments to provide you all with some insights, address some of the concerns that you have voiced, and provide you with my personal reassurance that Regent Seven Seas Cruises is still the same luxury experience that so many of you have come to know and love.

There has been a great deal of discussion about changes and I will be frank, yes, there have been changes. And while we all know that change can be unsettling, I want to assure you that any changes we have made or are in the process of making, are based upon feedback from our guests, travel agent partners and team members aboard the ships and here in Fort Lauderdale. Feedback and insight from you is something that has been critical to our success and has been our proverbial guiding light.

In the interest of providing you with some keener insight, I want to step back to earlier this year when there was a change in ownership. This change allowed us as a company to change from one that was a very small part of a large corporation to one that was part of a smaller and very focused organization. With that change, we as a company saw tremendous opportunities to not only undertake initiatives that we would not have in the past, but to also challenge ourselves to find new ways to make the experience better and shine brighter. The $40 million dollar renovation and refurbishment of the Voyager and Mariner are probably the most obvious examples of our new mindset and our commitment to the Regent Experience.

And the investments don’t stop at the way the ships look and feel, we’re raising the bar in every conceivable area - the culinary experience, onboard amenities and entertainment, crew recruitment, crew training and most importantly, crew retention. It’s the stellar group of officers, staff and crew that have made RSSC the cruise line it is today and we will never lose sight of that. We’ve made some great enhancements to our training and benefits for the crew in the way of increased benefits, enhanced health coverage, overtime pay and dedicated Crew Resource Managers. We’ve also brought greater consistency to our crew scheduling and the vacation time they spend ashore. Ultimately, we want every crew member to leave the ship at the end of their contract with an assignment letter to return for a new contact. That’s not to say that you won’t see some new faces as we will continue to recruit and add new staff aboard ship and in the shore side operations.

We’ve been very fortunate to be able to welcome some new members to our family this past year, some of them returning RSSC veterans. Robin Lindsay and Franco Semeraro, who head up the Vessel and Hotel Operations, are both veterans of the luxury cruise and worked with me when in RSSC was just a small fledgling line with only the Radisson Diamond and Song of Flower. They were instrumental in establishing RSSC as a premier luxury brand and then went on to spend a good number of years at Silversea. Michael Coghlan, the General Manager of the Voyager, also hails from Silversea and has an admirable resume of accomplishments.

There are also plenty of familiar faces amongst the new. Steph Armegol and Bernhard Klotz, whom many of you may have met, still lead our Hotel and Culinary operations teams. Of course, Captains Dag and McNeill, General Managers Engelbert, Guiseppe and Philippe, just to name a few, all happily remain.

With the Voyager refit behind us, and the completion of Mariner’s refit only a few short weeks away, we’re in the home stretch. With that, the majority of changes and enhancements in the product will be complete and we can focus on fine-tuning our product and its delivery. The fine-tuning aspect is one that will be ongoing and once again, we’ll be counting on you, our guests to provide us feedback on what you like and what needs attention, just as you have always done.

That’s not to say that in the midst of these changes that we will not have hiccups. We’ve had a few and while some companies might like to think they are perfect, we know we are not. But we try hard to be as close to it as possible, we give it our all and pour our hearts into it. And if something is not right, we will do everything we can to set things right.

For those of you sailing in the coming months, I encourage you to judge any of the changes on their own merits, I’m confident that you will see that they have been made for the better. And if something is not quite right, please make sure to let any of the staff or department heads know so they can take corrective actions.

I’ll be out and about on the ships a great deal in the coming year, as I am sure Frank, Robin, Franco and Ken will be as well, and look forward to hearing your thoughts. In between, I’ll be reading Cruise Critic and be chiming in on occasion, as time permits.

I wish you all a safe and joyous Holiday Season and a great New Year.

Sincerely,

Mark Conroy
President, Regent Seven Seas Cruises

While the letter is refreshing on its face, I have to wonder why it is it took so long to admit to everyone that Regent was not delivering the luxury product it charges such a high premium for. I have consistently commented that Regent's food is not "luxury", that its amenities were downgraded to essentially "common", that its crew training and performance was poor and, most importantly, there was very little consistency of product on the same ship, no less across the ships.

So for all of those that have felt I push Seabourn to a fault, I have always called it as I see it. As they say, "The proof is in the pudding." Seabourn has gone over the top to try and make its service not only consistent on each cruise and across its present ships, but on its Seabourn Odyssey as well. You will not see a similar letter from Pamela Conover...because it simply isn't necessary. (No, Seabourn is not perfect, but "fine tuning" is its way of life...not a new concept.)

So, in this economy, you just might want to ask yourself, "Do I want to spend my money on Regent's work in progress or on Seabourn's consistent luxury product?"

Honestly, if Regent's pricing was more in line with the reality of its product I might well say, "Go for it", but not yet. (I will be posting on this subject soon.)

I wish Regent all the best in its endeavors and, to be sure, I want it to succeed; for competition and alternatives are great for business. But until the product is proven...and after years of telling me "All is well" when we now have read Mr. Conroy's honest admission it was not...Regent is not going to get my endorsement.

I am pleased with Regent's words and its announced commitment to make Regent the luxury product it once was. I can't wait to be able to, once again, recommend it!

What Value Are The Cruise Critic Message Boards For Luxury Travelers?

On December 23, 2008, the same day politicians make announcements so that media does not pick up on less than positive news, Mark Conroy, President of Regent Seven Seas Cruises took the extraordinary step of posting an open letter on Cruise Critic trying to explain what is going on at Regent.  (I will post that in a seperate entry.)

Before providing you with the letter, I want to say that it pretty much acknowledges everything I have posted here (and did post on Cruise Critic) since I realized Regent was for sale and then was sold, to wit:  The product has been suffering and there were/are big changes coming. (See, for example, http://goldringtravel.blogspot.com/2008/06/oceania-fication-of-regent-seven-seas.html.)

Juxtaposed, there are the Cruise Critic cheerleaders that have...and incredibly continue to...claim all is well at Regent and the product is wonderful.  These are the same people that made personal attacks upon me and the Board Host that allowed it to happen.  Is that because Cruise Critic has any interest in its boards actually providing good, solid, information?  Absolutely not.

Cruise Critic has allowed itself to spiral down from what once was a top-flight place to find good solid information on luxury travel to one where cliques are the norm (especially on the Seabourn board), cheerleaders provide what seems to be knowingly false information (especially on the Regent board), and critics (as in the name Cruise Critic) are actively abused by other posters and cautioned by the hosts not to comment about clearly fabricated or skewed experiences because "they weren't there".  (Always wondered how it is that people are permitted to comment on the handling of bad tours being a consistent problem, but not the supposed mishandling of an another sort of incident.)

Hopefully Mark Conroy's letter - which refreshingly does acknowlege many of the problems that have existed - will be a wake up call for Cruise Critic that it has been doing a lousy job over the past many months and that maybe...just maybe...it might want to refocus on what it's name as to who and what content it should be managing.

To be fair (as I always try to be), there is some value in viewing the Cruise Critic luxury boards.  There is some good information provided if you can weave your way around the clutter and stomach the cheerleading and personal attacks.  I know that if it - like Regent (ironically) - stuck to what it was, it would be good...really good.

Thursday, December 25, 2008

Happy Holidays

Happy Holidays! 

I have been enjoying a bit of quiet time with my family, so I have not been posting these last few days.  (OK, so my son breaking his wrist snowboarding the other day wasn't so quiet, but he has his badge of honor - a cast).  Sorry for the lack of new info or insights, but I have lots to say and let you know about and will do so in the coming days, so check back. 

In the meantime, please enjoy the photos taken from my living room in Lake Tahoe, California as I enjoy today with my family with a truly White Christmas (and Chanukah).  With so much bad news, concerns and insecurity about our futures, I am blessed to still be able to look out my window and just go "WOW".  Yes, so remember, going WOW now and again is a great thing.

So as I sit here with the fire on, the kid's presents open and the snow is falling, I want to say Thank You for your interest, your friendship, your business and your sharing of my passion of cruising and travel.

Thursday, December 18, 2008

Norwegian Cruise Lines F3 Project Has Wind In Its Sails!

It was announced today that NCL's F3 project will be going forward with an estimated delivery date of May 2010. 

Very few details have been announced about the deal between STX France and NCL, but what has been said is that as of now the F3 project is for one ship, with the second ship being canceled, and that the terms of the original deal have been modified (though how has not been disclosed).

Thursday, December 11, 2008

Crystal Cruises Announces 2010 Port Calls to Iran and Other Unique Middle East Ports

A few weeks ago I posted about how being uninformed can lead to misperceptions and result in comments like, "I am not going to THAT part of the world.  It just isn't safe."...lumping the entire Middle East into a truly undeserved "No Go" area.  Frankly, many Americans have difficulty in understanding the geography, no less politics, of the Middle East, so it is no wonder.

When a place like Dubai is actually very safe (and thanks to huge marketing efforts many Americans believe that) it is, by some, lumped into areas like Yemen as the "Middle East - No Go" area.  Mention Kuwait and probably nothing other than Iraq's invasion quickly comes to mind...so it is unsafe.  Again, not a true or fair statement. 
Sorry, I am not trying to insult, but rather present what is - on the world stage - a perceived undeniable fact. And, to be honest, until I was invited to speak at a superyacht conference in Dubai, U.A.E. (United Arab Emirates), I had a pitiful lacking understanding of not only the geography of the area, but even the basic differences in cultures generally between Dubai, Kuwait, Saudi Arabia, etc.  The broad differences then break down into many interesting facets that both fascinate and help explain the basis for many of the political and religious issues in the area.  (Just the differences between U.A.E. emirates of Dubai and Abu Dhabi are as interesting as the existence of a "secret" island where Kuwaitis go to party.

And while there are, respectfully, many with deep convictions on political, religious and moral grounds not to support the economies of certain countries or rulers, I am one of those that thinks it just might be worth dipping my toe into those foreign (and possibly "scary") waters so that I can better understand what things are really like rather than just what is marketed to me by the media or politically motivated sources.

Crystal Cruises has decided to shake things up a bit and provide an incredible opportunity for those interested in dipping their toes into, and learning a bit more about, this area of the world.  Crystal's 2010  108 day "Exploration of Ancient Empires" World Cruise includes maiden calls in:

      - Manama, Bahrain;
      - Bandar Abbas, Iran;
      - Kuwait City, Kuwait;
      - Fujairah, UAE;
      - Khasab, Oman; and,
      -  Jeddah, Saudi Arabia.

If you are not inclined to take the entire Wold Cruise, you can book World Voyage IV: Middle East Mystique (#0305) which starts in Mumbai and ends in Dubai and/or World Voyage V: Modern & Ancient Marvels (#0306) which starts in Dubai and ends in Athens (visiting Egypt, Israel and Jordan as well as some of the above ports). 

With some of the great pricing now available reserving your chance to experience this part of the world in the comfort and security of Crystal Cruises could just be the great opportunity you are looking for.