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Late Itinerary Change Devalued Cruise; Comments to Silversea Completely Ignored -  Guest Relations Non-Existent

Tampa

We chose the 18 night Cairns to Broome  cruise as a way the see several key things in Australia:  snorkel at the Great Barrier Reef; have meaningful experiences with several indigenous communities; see the Kimberley Region in all its glory. 

I sent a letter to the company president and to Guest relations which included the following points:

• Very late itinerary change (April 7) severely reduced the attraction of this cruise - including dropping the most interesting of the indigenous stops

• Late notification that this cruise visits the Kimberley during neap tide much reducing the attraction of the Horizontal Falls visit – a key attraction advertised in the itinerary. Dates of neap tides are known well in advance (already posted for 2024) and this fact should have been clearly noted.

• No stop to snorkel at the Great Barrier Reef

• Clearly several members of the Expedition Team lacked the depth of experience in the local area – sometimes felt like a training cruise.

In fact. in the first 10 days of the cruise we were off the ship for a total of only 15 hours -- very frustrating! That portion felt more like a repositioning cruise that the adventure they had promised. But it certainly was not priced like repositioning!

To add insult to injury, Silversea has not responded to my letter to Barbara Muckermann - the company president. Their Guest Relations department has also not responded to my emails.

While aboard the ship many other passengers also voiced their frustrations.

In fairness I do need to add here that the ship's crew was excellent -- the chef superb. But the company apparently did not have a good "advance team" to ensure that changes to the cruise itinerary were appropriately made.

We were so excited to be doing the Darwin to Broome cruise and especially with a company like Silversea. The explorer ships are not 5 star but the crew were great. The highlights of this trip were going to be the Bungle Bungle flight and the Horizontal falls boat which were included in the cruise price. The first disappointment was when the included Bungle Bungle flight was cancelled. Then we arrived at the Horizontal falls and we were taken to view the falls in the ship zodiacs. We knew the boat through the narrow gap was not possible due to the recent accident but the fast boats could still go through the first gap to get a closer view of the second gap. We also arrived at the wrong tide time so there was no water level difference so no falls. All we saw was a gap in the rocks! So the 2 most popular and costly excursions were basically cancelled.

The interior of the ship was too cold to be comfortable in summer clothes. The food was okay but one evening the appetiser choices were salmon tartar or cooked snails - yuck to both.

The expedition crew were the saving grace on the trip but could only do so much.

First and last cruise with Silversea I think.

Fabulous expedition crew but poor cruise management 

We choose this cruise because it was cruising the Seychelles. Supposed to be great diving. Unfortunately the cruise did not provide dive excursions.

1.  Embarkation in Zanzibar was terrible: an hour late in setting up; ignored us for 30+ minutes standing with our luggage; rejected our PCR test that was listed as required; mandated an antigen test stating it was required by Seychelles’s, which I can find no requirement at the government’s health site; sprayed our luggage with COVID killer, which was an obnoxious smell & completely useless; prioritized tour groups; no luggage tags provided (we were not sent in advance) & had to direct staff on 3 occasions what bags to which cabin; the porters used the same gangway as guests so it was a mess; zero cordiality on the dock; no water or toilets; access to cabin delayed until 3:10.

2. Thankfully the rest of that day and the cruise was very nice. We did not realize what it meant to be on an expedition cruise. We saw excursions on the website but could only book one on the day before disembarking. Once on board found out we were told what we were doing and when. So if we didn't  want to go on shore or snorkeling at the designated time...there were no Zodiaks "shuttling".

3. CABIN : Aircon not working effectively, though maintenance checked 3 times. Luckily Briston ( our butler) brought us a fan. The size is compatible with other lines. Appreciate the larger shower though mitigated by glass barrier being narrow….could be widened by another 150 mm. Bath Flooring at edges needs re-caulk/grout. Finishes & furniture 3+ star. Bulgari amenities very nice.

Gym a nice surprise as larger & more equipment than typical cruise ship. A fan would be a nice addition. Boutique never seemed to be open when open hours posted.

4. Staff awesome! Our butler, Briston top notch - a true butler. Room attendant - Vincent was great. Servers: Allan, Joy, and Shawn terrific. Wine steward - Monique also terrific. Remembered our preferences. Bartender - Arturo also remembered our beverage preferences. Staff in total called us by name. Very much appreciated.

5. Food - Delicious!

1st time on Silversea

We have taken over 80 cruises and this was the best cruise we have ever taken. For 18 days the staff were attentive and happy. The expedition team is incredible! Very knowledgeable and very helpful. Daily briefings were extremely informative and the shore excursions that we took twice each day when weather permitted were wonderful. The food was great and well presented. There was a wide variety of food. The staff in the dining room interacted well with the guests. 

Every evening the daily briefings were combined with happy hour just before dinner. We always found those to be informative and the expedition leader always made us laugh. He was excellent!

It is an older ship so the cabins are not as elegant as the newer ships but they were clean and more than adequate since we spent most our time outside viewing wildlife. I really can't say enough good things about the staff and the wonderful sites that they made sure we saw. Thank you!

Fabulous Trip!!! 

During a recent cruise on the Silver explorer of the Chilean fjords, a fellow guest was transferred to the local medical centre in the beautiful village of Tortel.  As the local authorities were concerned that the guest was possibly infected with COVID19, all guests who were ashore were directed to return to the ship immediately.  The ship was shortly thereafter granted permission to continue the cruise, with a restriction of no landings until COVID19 test results were known.

Two days later just prior to a scheduled shore excursion, the Captain advised that the result had come back positive for COVID19, and all guests were directed to return to their cabins.  For the following 4 days information in respect to our situation was scant, but we were to realise later the need for discrete communications.

Following the confinement to cabins, the chef together with his staff swung into action, and maintained the exceptional service for which Silversea is known.  Prior to each meal we received a menu slipped under our door, which was astonishing.   A full cooked breakfast was available with most of the accompaniments.  Lunch was a three course meal with a two choices for each course.  And dinner comprised four courses, with 3 choices for the main course.  The quality and presentation of the meals which were delivered to our door was way beyond expectations.  Furthermore, if you required any additional items for the complimentary mini bar, they were immediately attended to!

On the morning of day four, the Captain advised that Silversea in conjunction with local authorities had developed a plan to repatriate all guests who were fit to travel.  However due to sensitive local issues, we were requested not to communicate any information in respect to the operation.  Later that evening guests were transferred by zodiacs to buses on a vehicular ferry that had rendezvoused at sea with the Silver Explorer.  Once all passengers had been safely transferred to the ferry it set sail for Puerto Montt.

On arriving at Puerto Montt the scale of operation became apparent.  After the buses were placed in formation, the convey proceeded under very heavy police escort and back roads, to the local airport.  Upon arriving at the airport the buses proceeded onto the airport tarmac, where one Boeing 787 Dreamliner was waiting to convey 45 American guests to Miami.  Those guests immediately boarded their aircraft and were on their way home. The two aircraft for the remaining guests arrived two hours later. One Airbus A320 Neo to convey 40 English, and Europeans to London.  And our dedicated aircraft, another B787 Dreamliner, exclusively for 16 Australians direct to Sydney.

Like many Australians who have been overseas during the COVID19 crisis, we expected that we would be stranded and not be able to return home for a long time.   The steps taken by Silversea to repatriate their guests were extraordinary, and I believe I can say on behalf of all the guests, we will be forever grateful for the repatriation operation undertaken by Silversea.  The cost of the operation to Silversea would easily have exceeded $1,000,000.  There was never any mention of guests contributing to the repatriation costs.

Since returning home we have been contacted twice by Silversea following up on our welfare.  In the first instance it was personally by the Managing Director for Australia and New Zealand.

Silversea clearly demonstrated their priority for the welfare of their guests, ahead of commercial considerations.

Exceptional repatriation following COVID19 event.

For our second cruise in Antarctica we chose Silversea and, sadly, paid a lot of money for what turned out to be lower quality than our first cruise on Seabourn,  Contrary to the spin from the company, this ship does not offer five star luxury; at best it is probably a three star experience.  Our very large cabin (we got a two level upgrade) like most of the ship is not well designed or decorated.  The food was very disappointing.  On such a cruise I expected several dinner menus with lobster, king crab legs, jumbo shrimp and jumbo scallops, but NONE of these were offered.  Many main dishes were disappointing and one night two at our table had to return steaks because of high fat levels.  As to Antarctica, there were a number of times when the outings were only cruises on the rubber Zodiak boats and not actual landings where you see animals; this was totally different than our Seabourn experience where every day there were two outings with landings and far more animal sightings.  The best thing about Silversea was the high quality of the service staff for the cabin and the restaurant.

Over priced, poor quality

We selected this vessel due to cross over Russian Arctic on 25 day Voyage.

The Expedition program ( under contract ) was good with most Arctic Ocean stops accomplished. However the vessel is an old ( 30+ years in service ) with poor public spaces and mediocre staff service. 

For two pax price ( $100,000) no real value here. 

SILVERSEA has taken older vessel and placed in “ expedition service” without any discernible improvement in boat safety facilities. Older gangway and Zodiac loading stations are hazardous - should have been replaced before vessel was placed in ocean service.

The food was poor - kitchen ran out of basic ( fruits, vegetables ) half way into voyage.

Officers are foreign nationals - Russians - with little interaction with passengers.

In summary, poor quality for the price. We have been on better trips for a quarter of the price of this voyage. SILVERSEA appears to be solely interested in sales, marketing and promotion at the expense of passenger experience !     Member, Circumnavigators Club

RUSSIA ARCTIC TRANSIT - OLD SHIP, GOOD EXPEDITION

We loved our Silverseas Inside passage cruise from Vancouver to Anchorage and couldn’t wait to get on board the Silver Explorer for a Broome to Darwin cruise. 

Now we realise that this is a smaller ship and compromises need to be made with respect to cabin size and of course we accept this.

What we didn't expect was the poor quality of food served in the restaurant. 

We were particularly disappointed with the breakfast and luncheon buffet, both in variety, and indeed the temperature of the hot dishes, which at best were only just warm, while the cold food selection never seemed to change. Prawns, oysters & seafood would have made a pleasant change. More often than not - there were empty trays at the buffet, which in one case took 8 minutes to replenish and that was just scrambled eggs!!

When sailing in Australian waters we expected seafood to be abundant at the cold selection buffet, but not a single prawn was to be found. Nor was Barramundi offered on the menu even although it's readily available in Darwin and Broome.

With one exception, evening meals in the restaurant were mediocre to say the least - not a patch on the Silver Shadow!!

On the plus side - Staff were great and always attentive, however we were involved in a man overboard incident whilst on a zodiac, highlighting a few safety issues which have all been well documented. We also had to point out that as the average age on board was 60, many of us are not as agile as we once were, and zodiacs driven hard, are particularly uncomfortable to those of us with back, hip and knee issues. 

On 2 occasions I had to ask the zodiac driver (Kirsty) to slow down to a safer speed, in keeping with sea conditions. 

Other minor issues included blocked toilets and on the last 2 days of our trip we actually had to vacate our cabin for an hour or two while the cause of the most awful smell emanating from our shower drain was rectified. Apparently the slight rocking motion of the ship and a faulty drain caused sewage to backflow into our shower recess.

The zodiac trips to the various Kimberley destinations, where we saw some spectacular rock formations and a multitude of the local flora and fauna was great, as was our flight over the Bungle-Bungles, and while we understand the reason for leaving Australian waters was to save Silverseas money, one can't help but wonder why you chose an island that offers nothing but a pretty beach. 

When you consider that Australia has some 25,000km of pristine beaches it hardly seemed worth the 72 hours of (boring) sea time.

An Indonesian tourist destination may have been a better choice.

So, in closing, and after much discussion with our fellow passengers, would we recommend this cruise to our friends and acquaintances? On this ship, with the current chef - probably not.

Silver Explorer. Badly in need of a refit

We always wanted to cruise the Antarctic.  Traveling below the Antarctic Circle is on my wife's "bucket list".  Very few cruises advertised as "Antarctic", even attempt to get close to the Antarctic circle.  Ships with a low ice rating never do.  It would not be safe.  So based on our research and our good experience on the Silver Galapagos in 2016 we booked a Silver Seas Expedition cruise.  We were originally scheduled to travel in January 2018 on the Silver Cloud, but I became ill and was hospitalized just before our scheduled departure and had to cancel.  (Fortunately we had full insurance coverage.)  We rebooked for this January 2019, which turned out for the best.  This was BY FAR the best cruise experience ever.    

Thanks to the Explorer's 1A ice rating, the skill of the captain, and the unusually good weather we were able to travel further south than any other commercial ship in the last couple of years. (Only one crew member had ever been that far south.)  We made multiple wet landings, explored old, abandoned research stations and one active station, got some great wildlife photos and videos on shore and from the Zodiacs. The Expedition leaders, who also piloted the Zodiacs, were very knowledgable and greatly enhanced the experience.  We even got to slide down a hill on Antarctic snow and my wife took the "polar plunge" into ocean water very slightly warmed by geo-thermally heated fresh water coming up through the ground and flowing down the beach into the bay. The views, sunsets, and the wild life (penguins, whales, seals, sea lions, and birds) were spectacular. 

A final note on the expedition leaders.  It is hard to imagine a more educated and experienced group.  Most had several years of experience and included a PhD in geology, professional ornithologist (PhD), and a Harvard educated marine biologist who was also the first women to ever SCUBA dive below the Antarctic ice pack.  All-in-all it was the experience of a life time.

WARNING - WARNING - WARNING - as with all expedition cruises to the Antarctic - and the Arctic for that matter - activities and landings are ALWAYS dependent on the weather and ice conditions.  We were told the long stretch of great weather we encountered is rare.  If your goal is to cross the Antarctic circle read the itinerary VERY carefully to make sure that crossing will be attempted.  Again, never guaranteed the ship will make it to the circle because of weather.  Also, you will be crossing the Drake passage.  Even if you are not susceptible to motion sickness, get the "patch" AND put it on 24 hours before embarkation!

Antarctica Expedition Cruise

Our cruise onboard the SilverSeas Explorer was spectacular from start to finish. The ship, crew, food, Captain and Expedition staff were all first rate. It is very hard to describe the feeling you get when visiting Antarctica. I was just in awe of the beauty  and power of nature. 

We arrived independently so I can not speak to the travel arrangements made by SilverSeas. The port of Ushuaia is a working port and does not allow taxis, which we were unaware of but we did make it to the ship! 

The ship was beautifully maintained. Our suite 503 was kept spotless by our wonderful cabin attendant and butler. The daily "debriefing" and numerous lectures were held in The Exploder's Lounge.  

The  maître d' Julia was incredible. I really believe she had memorized nearly everyone's name by the second day! There was buffet service for breakfast and lunch. Always some special to order at both meals. Plentiful staff to carry your plate. I don't drink but  plenty of wine was being poured at lunch and dinner. The wine steward was more then happy to supply us with ice tea. I am a vegetarian and found the food varied and very good. All the staff knew you by your name by day three or four!

The Expedition staff was well trained and had many varied areas of expertise.. Led ably by JD, we were placed in four colored groups and rotated our times to go ashore  via zodiacs or go for a zodiac ride. Gearing up and heading out was unlike anything I have ever experienced.

 The weather was amazing and the seas were mainly very calm.  Due to the weather, ice and skill of the Captain we sailed across the Antarctic Circle.We attempted to visit the Vernadsky Station but the ice stopped us. We did visit the harbor in Zodiacs.

We saw so much wildlife! Penguins, Albatross, whales and seals.

 The icebergs were incredible and the clouds!

I can not say enough about the service onboard SilverSeas.  I would not hesitate to take another SilverSeas cruise. 

We disembarked ourselves at 900 am. SilverSeas provided a shuttle to Ushuaia.

Amazing cruise to Antaractic! 

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