We picked this cruise line because it was an all inclusive luxury cruise on the list of best cruises according to Cruise Critic with a so called butler included that was going to make our trip a breeze. Not true! But for me their ... Read More
We picked this cruise line because it was an all inclusive luxury cruise on the list of best cruises according to Cruise Critic with a so called butler included that was going to make our trip a breeze. Not true! But for me their costumer service is the worse part of Scenic.
My problem with costumer service started right at the time of booking. The gentleman with whom I spoke for more than an 1hour provided me with all kind of wrong information and ended up booking me on the wrong day. I do admit to not have reviewed closely the confirmation paper he sent me, but when I called back to ask for the correction, I was told that I needed cancel and start a new booking loosing all the advantages of early booking. Of course I was not doing that, so I was passed along to the manager who agreed to investigate and call me back. Which she did, confessing that they went back and listened to the entire hour of my conversation and admitted that never once the date I had been booked was ever mentioned and that indeed the gentleman had provided all kinds of wrong information. This was just the first episode with them.
Scenic Air was another nightmare, I had been told that they would contact me in Nov. and by January I had to call them. Talked to a lady, gave her all the information ( all 6 passengers were coming and going in different days, from different cities) and was told that she would get back to me with my reservations. Many calls later, speaking to many different people, explaining the same thing over and over, getting mad, I was finally able to get a person to do the booking of our flights. It is unacceptable that they do not provide you one contact person and have that person deal with all aspects of your trip from beginning to end. Their website is a real nightmare and to call them is even worse.
As if that was not bad enough I had to deal with their lack of service and response on my return. After a cruise in which we spent 5 days out of the boat due to low water levels, we were sent a generic letter from Scenic saying sorry if you had any inconvenience and giving us a small rebate for 3 days. I immediately contacted them telling them that we had been promised 5 days, and to give them my view on the fact that we had paid for the 2 most expensive cabins on board and had been given the worse hotel rooms on land in the worse hotels possible. I was expecting some personal note, maybe a call apologizing and acknowledging their oversight and got instead a note from Jeffrey Scott, Sales Consultant, saying, and I quote " I will pass along your comments regarding the compensation as well as your comments on the cruise itself on to our departmental manager, who is away on holiday at the moment but will return next week." Of course, Mr. Mueller, the Departmental Manager, never called me on his own volition. I had to call them a week later, pass thru their thousand of options, get a selling agent, and ask to speak with either Mr. Scott or Alan Mueller. At last I was able to talk to Mr. Mueller who told me that he would investigate the matter and get back to me. Still waiting on that call but I guess that he did investigate because I just got the same generic letter corrected to 5 days of compensation rather than 3. Never once did these Managers said their were sorry about the fact that we paid much more than the regular cabins for the Royal and Panorama cabins and got the worse possible rooms in all the hotels we stayed. Sometimes a few words, a little kindness go a long way and make the difference between a good experience and a very bad one.
Scenic NEEDS to work on their Costumer Service. From the moment that one uses the website to the moment we get back - their service is horrendous. And they specially need someone, in case of a problem, that knows how to talk with/to appease their not so happy costumers.
Having said all this I want to make it clear that the staff on board was very nice, polite, professional and worked very hard. It appears that everyone has many jobs and they are always running around trying their best with a smile on their faces. The food is pretty average, not the upscale dinning experience promised in their brochure and the 3 restaurants advertised are a joke. They use the same place and call it different names because they offer different food at a specific table. Oh well, it is a small boat after all.
The excursions were somehow affected by the need to bus us from the hotels rather than the cruise which might have made them be shorten in order to accommodate the time spent on the bus. Maybe in normal circumstances they would have been a little more relaxed and more enjoyable. Despite the inconveniences the family had a good time while onboard... not so good time on the hotels we were placed while on land. Some of them were unacceptable. If you are ever offered the Novotel City hotel in Budapest, make sure to refuse. Read Less