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Crystal Serenity Cruise Review
5.0 / 5.0
Cruise Critic Editor Rating
286 Reviews

Overall very good first Crystal cruise but with one serious failure

Crystal Serenity Cruise Review by JoaoPortugal

18 people found this helpful
Trip Details
  • Sail Date: Aug 2016
  • Destination: Alaska
  • Cabin Type: undefined

Having taken many cruises on Silversea and Seabourn, this was my first Crystal experience, and although being mindful that while it is unfair to compare directly the Crystal product to the other two (due to Crystal's larger ship capacity), given price, marketing and general feedback I read, I had high expectations.

Overall the experience was very good, and I must say, that in terms of dining, Crystal were as good, or due to specialist dining venues, a touch better compared to Seabourn (my preference to date) - impressive given the increased capacity of the ship.

With the exception of the main dining room, which I found noisy and frenetic at times, just OK food, with very inconsistent service, the specialist dining options of Prego and Silk Road were exceptional, as was the relaxed Tastes.

One disappointment was afternoon tea. Tried it once and then to forget. Nothing compared with those on Seabourn and Silversea which really are lavish and exceptional daily events. Crystal's waiter service offering a small selection of boring sandwiches and cakes that you could find in the Bistro was extremely lack lustre.

Customer service was overall very good, although it lacked some of the very personal touches on Seabourn that come with a smaller passenger number. Overall though I found the staff helpful and professional. One thing that I did note however (although this had no personal impact) was that our Cruise Director was the most low key, ineffective I have ever experienced, and seemed purely there to drift around the ship, open and close the entertainment, and record a daily briefing video. I'm sure he was doing a lot more, but we never saw it.

We opted for the Penthouse Verandah. Lovely cabin, with plenty of space and storage, and our butler did a great job. Well worth the extra spend.

Two things really left me disappointed. Overall, after the last refit, the ship is lovely, with a nice mix of traditional, modern and contemporary decor, all well maintained. I found the standard and style though was let down by an inconsistency in some of the public areas, for example the main dining room, casino most of all Palm Court. I was speechless at the decor in the Palm Court - potentially the most stunning space on the ship, on top deck with views forward. To me it seemed that during the last refurbishment, when they got there, Crystal ran out of money. The wicker furniture, fixed seating, and tired planting looked completely out of place with other public areas. The half empty pebble planters with plastic plants at the entrances were just dreadful. Did they put all this furniture together from other sources? It looked like something from the 80's. It did not even fill the space well. It looked tired and uninviting. Such a shame.

My biggest issue and one that left me absolutely furious was disembarkation in Seward. Our pre-cruise documentation stated specifically that no flights could be booked from Anchorage International before 1400, due to docking time at 0800 and the long surface transfer from the ship. I was not at all happy given the implications for myself and my cruise companion, but duly complied. He was returning to Newport Beach California, and I was returning to Portugal via London. This restriction meant that I was unable to catch a flight form Anchorage to connect with any non-stop flights out of the US western seaboard that day to London, for a connection to Portugal. I therefore decided to travel back to Los Angeles with my friend, stay overnight and leave the next day. Given a schedule change by Delta, the only way for us to do that was at 1507 with Delta to Seattle, and with a change to Alaska Airlines, arriving LA at 0030 the following day!

When we received our disembarkation details on the ship, 2 days before arrival, I was stunned to see that the ship was not arriving at 0800 but earlier. Indeed, our coach departure time was given as 0705!!!!!!!! I immediately queried this with the concierge, and to my further amazement, when challenged, he confirmed that some passengers had flights at 1215. I was absolutely furious. No explanation was given, only a suggestion to change my flights. When I explained that due to flight fare rules and change penalties, not least availability, that was not an option. I just got a blank expression.

The result was that we arrived at the airport at 1030. We sat in the departure lounge and heard the boarding of a direct Alaska flight to LA, and even worse, a direct flight to Orange County (serving Newport Beach). So....we got up at 0600, had an exhausting day, arriving at LA at 0030, in to our hotel by 0200...wasting time, a day vacation for me,and money...and for no reason at all, had Crystal been accurate in their pre-cruise information. Strange that I have not been invited by Crystal to give feedback on this cruise (as today you cannot by a case of Coke without an online satisfaction survey), but I will be complaining about this. It was a horrible end to what had overall been a good experience. Would I go Crystal again? If the itinerary was good, and the fare competitive, possibly, but I have to say that I will probably be holding on with great excitement for the new launches of Silversea's Silver Muse, and Seaboard's Encore and Ovation. All three look stunning, and with products and service that I have always enjoyed tremendously.

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