In early October 2012, my Partner and I booked and paid a 20 Day Valparaiso -- Papeete Oceania Cruise sailing aboard Marina on December 27, 2012.
My Partner was departing from Miami, and myself departing from Valparaiso, both returning Papeete -- Los Angeles on Atlas Air an Oceania charter flight.
We were booked on a Veranda Suite and were offered a possible space available upgrade to better accommodations. At that point we confirmed our cruise reservations. Soon after, I received an E-Mail from Oceania offering me an upgrade "first come first served" to a Concierge Level Suite for USD$500 additional per person. Although Oceania had said the upgrade could happen at "no cost" I decided to pay the USD$1000 and confirmed the Concierge Level Suite.
I specifically requested before making payment, a MidShip port side cabin and we were assured by our reservations agent that our accommodation confirmed, Suite 10094 was at MidShip.
Air Accommodations, were confirmed on LAN Chile for my Partner flying from Miami to Santiago and confirmed reservations were made for both by Oceania on Atlas Air, Oceania's charter flight. Aisle seats were requested and confirmed seats were made before final payment was done.
When Full payment was completed, we requested that both travelers would be E-Mailed with all forthcoming Information and confirmations. That never happened, even though we called our Booking Oceania Reservation Agent to request this .Only I, in Chile was sent all information & confirmation.
When I noticed that Documents were not received in the USA, I asked my Partner to call Oceania. At that point, we were told that documents had been mailed, which we had never received. After two more calls, documents were received with the wrong information, wrong Suite number and my Air & Seat Reservations had been cancelled by Oceania. We had to fix our own Air Reservations and paid extra for the American Airlines Seat Reservations from Los Angeles to Miami. If we had not called Oceania's Reservation, before departure (having a hard time to get in touch with someone in Reservations as no calls were returned ... ), the Coos
experienced in Papeete Airport would have been even more significant as experienced at the Airport in Papeete, as there was no adequate Oceania Representation.
When we sailed Valparaiso, we experienced that our Suite was not what we had requested & confirmed as Midship. The Suite arrangements for two persons did not justified the square footage highlighted by the Oceania marketing material. It was very difficult for two people to have access to the Suite closet space. The closet door would open during the night. In addition, door slammings from neighboring Suites and their bathrooms would not permit a comfortable night's rest. At early morning the door slammings will be heard from the neighbors and also made from the cleaning crew. This was noticeable at all times when we were in the Suite.
At the fourth Port of Call, my Partner & I developed a cold & coughing. Earlier, we had noticed that many other passengers had same problem. We went to the Medical Center to ask if there was a Virus or a possible Bacteria that was going around the Marina. As we entered the Medical Center, there were passengers being treated with medications in their hands and others waiting at the Doctor's Office. When we asked if there was a problem ... We were told that we could not be given any information as it was confidential medical information. The same answer was given to us by the person at the Reception Desk who advised that a report would be filed and we would be contacted. We were not contacted. It appeared that maybe half the passengers and some of the crew were experiencing viral/flu like symptoms.
Two of the passengers had to be taken away from the ship in a helicopter. Yet, Oceania's Management had no communication to the passengers about this happening and treated it as "confidential information" and offered no special health instructions.
For the end of the cruise and our arrival in Papeete, we paid for a Transfer. We were told by Oceania's Reservation Agent that as the Atlas Flight, Oceania's Charter from Papeete to Los Angeles was an evening flight, that we would be taken to a hotel where passengers paying Oceania's Transfer fee, would have a "Lounge Room" with shower available(there was a USD$10 charge at the hotel to take a shower), and the use of the Hotel facilities. The temperature in January in Papeete is humid and can be over 90F.
We departed the Pier, and there was no representative in the transfer bus from Oceania. We arrived at the Radisson Hotel Papeete and were directed to a "musty" meeting room were there were small tables & chairs. With discontent, and with no Oceania Representative to ask and get advise, especially, after passengers had paid for a Transfer to a Hotel and to wait at a "Lounge Room", it was difficult for a group of more than 80 passengers to be at a Lounge Room for more than 3 hours. Thus, everyone, left the room and searched for their own accommodations around the hotel.
When departure time from the hotel arrived, we were informed by the person from the transfer bus that Oceania's Atlas flight had been delayed for one hour.
When we finally were transferred to Papeete Airport (a very small & Non-Air Conditioned Airport) the Bus Driver had to wait 45 minutes at the airport to let us get off the bus. When we got off the bus, there was no Oceania's Representative at the Airport to meet us & give us information. The boarding of Oceania's Atlas Charter flight was a Chaos. Departure, which was scheduled for 11:45pm did not occur until 1:45am.
Although there were Oceania Representatives at the Los Angeles Airport, everyone had to run to meet our connecting flights and many had to reschedule their connecting flights
Oceania Cruise Line restaurant food was good and its restaurant service crew was excellent.
In resume, Oceania needs to work in giving attention to exercise and deliver what is expected and featured in their extensive "Pre-Cruise" marketing material.
Oceania Cruise Line, is far away from achieving what they are promising its consumers.