Due to cruise New York to Los Angeles via Panama Canal last November. Chose Crystal because they said there was open dining option. Tried to book dining times 3 weeks in advance online to find there was no option left but 6-15 or 8-30, all other slots had gone. This isn't a real dining option for people who want to dine at 7-30.
Cruise due to leave New York 2 November, we were due to fly 30 October. Hurricane approaching, due to hit New York Monday 29 October. We and our travel agent tried to contact Crystal all that weekend to discuss alternative embarkation and only got a recorded message that their offices were closed until Monday opening 9 a.m. California time - after the time we would have had to leave London. No flights into new York that week. No communication from Crystal at all, no email, no message to our agents, we were desperate with worry. Emails were unanswered, no reassurance given.
This made us sick with worry and uncertainty and forced us to cancel. Very expensive cruise - how could Crystal close their offices in this emergency time over the weekend prior to the Hurricane and just ignore their customers?We would never ever consider Crystal again. they might have won World's Favorite Cruise line, but that can only have been when things didn't go wrong. Their statement that open dining is an option should be qualified by "if you go online and book early enough".
Crystal are quick enough to send emails to customers promoting salon treatments etc. Why didn't they send a reassuring email saying that embarkation would be from an alternative port to be notified and not to worry. I gather that the cruise did take off from Charleston several days late - if we had known this, we wouldn't have been so worried.
Terribly disappointed with the service from Crystal