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11 Helpful Votes
Sail Date: October 2015
Some things on the cruise were terrific. The waiting staff were. The food generally was of a high standard, at times excellent. Nothing was too much trouble and in that respect the cruise was 5 star plus. When I needed my trousers ... Read More
Some things on the cruise were terrific. The waiting staff were. The food generally was of a high standard, at times excellent. Nothing was too much trouble and in that respect the cruise was 5 star plus. When I needed my trousers repaired, the tailor appeared in moments, disappeared briefly, and reappeared with the trousers totally repaired. A lot of the staff were actually incredibly nice. In other respects it was a bit wide of the mark. The wifi was very poor, but that is being upgraded, apparently. The communal seats were sprayed with some sort of deodorant, so every time I sat on them, I had to change my trousers because they stank of something nasty. The washing machines all injected with a washing liquid automatically into the system, so after I washed my clothes, I couldn't wear them because I need a non-bio powder, and am allergic to the chemical ones. I was left with a couple of T-Shirts and a few pairs of pants that I had to recycle manually. There is a notice in the launderetter - an A4 laminated thing in black and white ink, that was stuck behind someone who was ironing- that alerts you to the fact the washing machines are self-powdered. i never saw it. Not sure I would have seen it had the person ironing not been there either. The downstairs launderette boasted 4 machines that didn't self powder...I tried one. it also automatically injected detergent. WhenI got back to the UK, I needed 5 washes to remove the strong chemicals from my clothes so that I was able to wear them again. So 10 washes in all. I raised these issues with F.Olsen, and they replied a stock reply. I pointed out that the reply was factually incorrect, and they replied that I was wrong and they were correct. I took umbrage. I wrote to their head office. They wrote back and said they were taking my complaint seriously. That was the last I heard. I could easily have gone for a 2 star rating here, but I feel that is unjust to the 1000 staff who work very hard onboard. There were other niggly things. A major problem is what happens when you dock. In Casablanca we experienced Taxi Wars. Eventually a gun toting policeman came in and starting physically fighting with the taxi drivers. A bit eyebrow raising at the best of times, even more so when you have a disabled person with you. As I waited for the scheduled bus, I was harangued and harassed by the same culprits as before...I then got totally lost in Casablanca, and ended up in the slums; as sundown approached I realized I could have a serious problem. If I had known how louche and potentially dangerous the place was, I would have been more circumspect. A decent map would not have gone amiss. I am surprised the Cruise Companies don't work together, and have a Local Guide in major ports who can handle things like....taxis...and so on. The Southampton Port Authority is a joke. Staff are rude and hostile. Lots of people were getting very irate. Don't suppose F.Olsen care, as they would say once off the ship it is not their responsibility. Read Less
5 Helpful Votes
Sail Date: May 2015
We booked last October for a cruise of the fjords. At embarkation, our luggage was delivered to outside our cabin on third deck. The cabin was clean and throughout the cruise was well-serviced by Rodell. We found the entertainment very ... Read More
We booked last October for a cruise of the fjords. At embarkation, our luggage was delivered to outside our cabin on third deck. The cabin was clean and throughout the cruise was well-serviced by Rodell. We found the entertainment very good, and we saw a few great shows, and a funny comedian. As we bought the all-inclusive drinks package, we were limited to what and where we could drink, no drinks included on deck seven, and a limited number of drinks on deck six, which meant we were drinking house rum or Stella. We used the buffet for most of our meals, and the food was reasonable to good, the service was good to indifferent. The Reception staff were helpful and polite, and the staff in the Braemar Room were very cheerful and funny. The pianist Ronald is very good indeed, and we enjoyed our time in their as well as the quizzes at 10pm. Wi-Fi is available on board but is very slow,and some days doesn't work atall, It is very expensive if you only buy a few hours, so I would suggest paying £30 for a 24 hour package,not £5 for half an hour. The excursions are very expensive, so think about making your own way around when you dock. Overall, we enjoyed ourselves, but felt that we didn't get the value for money we should have got, and considering we booked so far in advance, should have been given the all-inclusive drinks package and gratuities free of charge, which were later advertised as included. Read Less
6 Helpful Votes
Sail Date: May 2015
This was our first cruise so we did not know what to expect. Fred Olsen customer service is terrible, I booked by 'phone, they got my name wrong and it took four telephone calls to get it corrected, their on line service ... Read More
This was our first cruise so we did not know what to expect. Fred Olsen customer service is terrible, I booked by 'phone, they got my name wrong and it took four telephone calls to get it corrected, their on line service didn't work and what ever you do don't give them an e mail address you cannot print from because they then insist on using it for everything including the tickets even if you ask them not to. The ship is lovely and the staff cannot do enough to help you, the only problem is the other passengers we dubbed "The Black Tie Ya-Yas" although if you eat in the Secret Garden and use that lounge where the dress code is always casual you can usually avoid them. If you want to dress up like a penguin don't prance around belittling those who don't want to take part in the pantomime. I tried the main restaurant for lunch on the first day but found the staff attitude very poor, probably because I was a woman eating alone so we used the Secret Garden after that where the staff were much more accommodating. One tip on this, make sure that the compulsory £4.00 per couple per night tip for the waiting staff is paid to the restaurant you dine in or it will automatically be allocated to the main restaurant. Don't pay for any excursions unless it is something you really want to do as you can do the same trips when you get there for a quarter of the price. When you get back to Dover take a taxi from the taxi rank rather that booking thru F/O again much cheaper. Bar prices are very reasonable and the all inclusive package is definately worth doing, we didn't see anybody take advantage. We were very pleased with our cabin, the maid service' entertainment on board, everything was good once we got on board so we will know what to expect next time although the stress caused by the poor customer service prior to the start of the holiday could have so easily been avoided if the promised new cruise passengers pack had been sent as promised. On board info wasn't that good either, the speaker on our radio was turned off so we missed the safety and lifeboat drill and it was Thursday before we found out that you could have sandwiches in the Lido Lounge and "short orders" in The Grill at lunchtime if you preferred. All in all a good experience and we will definitely be doing it again Read Less
1 Helpful Vote
Sail Date: May 2015
We travelled from Liverpool to Ireland on Friday 8th May 2015 and had cabin number 9912. The room was very clean and everything that had been promised in the brochure, but the quality of the mattress and the pillows was very poor, both ... Read More
We travelled from Liverpool to Ireland on Friday 8th May 2015 and had cabin number 9912. The room was very clean and everything that had been promised in the brochure, but the quality of the mattress and the pillows was very poor, both being hard and lumpy. We found the indoor areas of the ship to be clean and bright, the standard of the food was very high and could not be faulted, and the staff were very friendly and eager to please. However, we encountered quite a few problems with our room. When returning to our room after dinner on the first night we found the wind howling around and under the door, making such a loud noise that sleep was impossible. We had to wait over one hour and make two calls to reception before maintenance attended our room. Only a temporary fix could be effected and this was only by placing a towel along the door bottom, but we were happy to accept this as we wanted to retire and were told that a permanent repair would be done the next day. After going to bed we were woken about 2.00a.m. by a loud intermittent clanging. It turned out that the metal balcony divider had come loose in the very wet and windy weather and this was swinging back and forth. After trying to fix it twice ourselves it still worked loose again after 10 minutes so it meant another phone call to reception and a visit from the maintenance man. We would expect that these type of items should have been checked as part of general maintenance before the room was allocated. We went off the ship on the Saturday and were very disappointed on our return at 5.00 p.m. to find that the howling noise under the door had not been attended to, so we called out the Customer Service Manager to explain how very disappointed we were with our experience so far. She apologised and offered to move us to another cabin but we were loathe to do that as it involved moving our belongings ourselves. She then called out the senior maintenance man who said he had listened outside our door earlier in the day but as he could not hear anything he did not think there was still a problem! He came back an hour later and effected a repair involving duct tape. On Sunday I went to use the hairdryer and it would not work, so this meant another visit from a maintenance man and the problem was found to be an electrical one in the razor point in the bathroom - yet again another item not checked to be in working order. In the newsletter we received we were told that on the last evening we would receive a questionnaire for completion - we did not, I wonder why? There a many good things to be said about Fred Olsen cruising, the embarkation and disembarkation was handled well and efficiently, the standard of hygiene is very high too. It may have just been our bad luck to have so many problems with our room but it did mar our enjoyment of the trip to a large extent. Read Less
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