Arena River Cruises

River Cruises

Budapest

Amsterdam

Europe - All

Europe - River Cruise

Poor

ms Serenity

Lady Anne

MS Arena

Hell and no water

Fanning Island

Originally booked in 2020 this river cruise should have gone from Budapest to Cologne but was cancelled and then offered as Cologne to Budapest in 2021, cancelled, and the 2022. Shortly before setting out I was informed that because of low water in the Rhine the start point would be Mainz not Cologne. That was not a problem but getting there was as I had chosen Eurostar. We got as far as Brussels and then found that further travel would be a problem because the train we were due to catch had broken down. Darren and Julie, the cruise managers were brilliant and got us on a coach that was bringing some other passengers out from the UK. Arrival at the ship in Mainz was 10.00pm. Temperature was 36 degrees.

Eventually cabins were located and whilst we had dinner luggage was dropped off in the cabins, or not. One piece of luggage went missing and was finally found 40 minutes later. The cabin was adequate but not 4 star as claimed by Arena. The tap in the bathroom needed to be fixed (and needed fixing again by the end of my cruise) and the bed had a mattress that resembled a palliasse rather than what what was shown in brochure. The room also lacked anywhere to sit except the bed. Definitely not 4 star. The staff cleaning and preparing the rooms were brilliant, friendly and did their jobs well.

Meals were adequate and provided a good variety. Breakfast was typically European with meats, cheese and fruit, as well as normal British faire. Ordering the evening meal at lunch time was fine, if you got what you ordered and on many occasions I didn't. I didn't expect to be waiting 40 to 45 minutes between courses either. Two of the people serving the meals, two young ladies, knew what they were doing and served the meals correctly. The other staff were absolutely abysmal, serving over the top of people eating and placing thumbs inside glass dishes, which had stems on for serving. The staff need proper training.

Evening entertainment was sketchy and TV and internet reception was very poor. The bar staff were excellent and again knew what they were doing. Reception staff were also very good and helpful.

The sun deck on the ship was frequently closed due to "low bridges", but these never seemed to bother other ships.  As an introduction and first river cruise this was not good. Arena could not control the temperature, 34 to 40 degrees, or the lack of water in the Rhine and the Danube, but it can control the standards of their staff and the state of their ship.

Jost Van Dyke

We booked this cruise via Leger(Shearings) as we had used Leger before and found them excellent. Their responsibility for us was to and from the ship and for excursions at visited ports. This they did with our 2 drivers being everything that we'd expect from Leger - funny, professional, attentive.

Our arrival at MS Arena was received politely and efficiently even at a late hour. Snacks were ready and our baggage quickly delivered to our rooms. We had a 'superior' cabin on the top deck and it was clean and well prepared. During our trip our cabin maid, Mai from Burma was a genuine delight and clearly proud of the standard of her work as she should have been. Never possible to fault her.

Cabin shower: In all my years of world travelling I have never come across a more ridiculous and possibly comical shower head. It had to of been designed by somebody who had never used a shower and failed to understand the concept behind them!! I accept that the cubicle was small and space limited but the shower head was no more than 7 cm across ans was not adjustable. There was a single outer ring of holes that delivered a fair pressure of water at 45 degrees to the vertical. When affixed to the slider rail so that it was above my head (I'm 5'10") I could stand under the shower and NOT GET WET! The water hit the walls and ran down only wetting my feet. The head had to be removed and held whilst I washed with my other hand. Comical yes. But a large number of the passengers were somewhat mobility infirmed and had nothing to hold onto whilst in the shower except the riser rail leaving them with no free hand to wash whilst holding the shower head! 

Air conditioning: During this trip the temperature ranged from 22 to 35 on our last day in Bonn. Even though we set the A/C to minimum temperature and kept windows closed our cabins were still very warm. At night we resorted to sleeping naked on top of the bed. In the main lounge where the majority split their time between there and the sun deck, the A/C was equally bad.On numerous occasions the staff were asked to lower the temperature but clearly the A/C was not up to it. Having been laid up for 2 years during a refit it beggars belief how these areas were missed during quality checking and snagging being signed off!

Internet connection: This is something that fortunately doesn't bother me but it did my wife and many other passengers. We lost it on day 2 for the whole ship, even those that paid extra when boarding. Constant badgering about during the trip achieved nothing. It appearde that Arene head office couldn't do anything and there was considerable frustration.We finally had it back during day 8 of 9. One crew member told me that he had to go ashore and purchase a sim card so that he could contact his wife and children. 

Food: We were reminded prior to every meal that "our executive chef....." had prepared the meal. It appears that the chef was trained in 'cordon bleu' style and never served british people, especially those of a more senior age group. Meals would have photographed very well for a magazine supplement but in no way could they ever sustain a human being. Other than breakfast where you could eat your fill the remainder of the day was less than refugee rations. Portions were so small that a driver said that he didin't know how we survived and there wasn't enough to mash up and feed his baby. He admitted to buying meals ashore whilst moving the coach. Every time we went ashore at various ports where time permitted we made sure that we bought a hearty meal to sustain us for the next 24 or so hours. Atlunch time you pre-ordered your evening meal from the menu which always has a meat, fish and veggie option.Fish offered during the trip was cod, pike, perch, hake and pollock. Each piece was no bigger that a matchbox; the meat was not much better be it pork, hip of lamb or roast sirloin (medallions), Roast and yorkshires merely a distant dream!

It appears that Arena had not researched the market that their customers represented, The majority were from what is known as the 'silver fox brigade' and not really into pretty, posh, overdressed food etc. Whilst always ready to enjoy something new occasionally it would have been nice to have been offered something recognisable of could value not concealed inside a pretty wrapping.

The Arena cruise director and his assistant were professional, competent and knowledgable whilst sometimes seeming a little aloof, but generally available. 

Overall we achieved what we set out for; a gentle, relaxing, peaceful holiday and rest after 2 years of covid restrictions. Weather was better than we dreamed of and our fellow passengers a real joy. If the above points had not arisen it could easily have been 8 or9 out of 10. Time will see if lessons are learned.

Laco of attention to detail and what customers really wanted.

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