Worst of the worst. From cleanliness to service. Completely awful. we wrote to the company and have made several attempts to receive compensation and have been ignored. I think we were fair in our review and the expectation of some sort of refund but now we are just past caring and wish to warn those that you will not receive a quality experience with this cruise line.
First, the bed is probably the best we have encountered on any cruise line and that did contribute to a sound and comfortable sleeping experience.
We also complimented a select few staff who showed their personalities and provided us with some entertaining discussions. These employees were Gregory (Horizons), Emil (Horizons and Martinis), Natalia (Tuscan Steak, Waves & Horizons), Vangresh (Horizons), Alfredo (Waves Bar) and Glenn (Terrace Café). All these individuals were pleasant and shared little pieces of their homes, their travels and we thank them for that.
The itinerary was fantastic, and even though we had to be diverted a couple of ports from the original plan, due to the sea condition; we cannot fault Oceania for that.
The rest is unfortunately unpleasant and why we requested a refund of a portion of our fare.
We paid the extra for concierge level for the “Priority Noon ship embarkation with priority luggage delivery” in order to get our bags early and unpack, we wanted to do laundry as we had been traveling a week already. One of our bags did not come until 6pm – 6 hours after we boarded. This left no time to unpack as we had spa appointments at 6pm. The spa appointments were booked pre-cruise for 5pm on embarkation day. When we embarked, we were told about the emergency drill scheduled for 5pm. We went to the Spa to find out how this would affect our treatments and we were postponed to 6pm due to the drill. This was fine except we had two-hour appointments and an 8pm dinner reservation for the Tuscan Steak house. This immediately inconvenienced and rushed our first day. We had to push doing laundry to the next day which limited our exploring time at Gozo.
When we arrived to our stateroom, the bathroom was filthy. There was soap scum, from the previous guest, on the underside of both of the shower trays, which I personally find disgusting to have my soap mixed with the leftover soap of another person. There was also toothpaste spray on the wall over the sink and the toilet smelled heavily of urine. We travel with Clorox wipes so we cleaned it ourselves. Cleanliness was definitively sub -par.
The guest bathrooms are old and worn, the mirror is de-silvered, the cabinet corner glass is chipped and dangerous, and the sink was cracked. The wood on the guest room deck was chipped and beveling, causing you to catch your toe when going to the balcony if you are not careful. The stateroom curtains were filthy and the light fixtures were cracked. This was very below the expectation and obviously not a part of the $50 million upgrade marketed for this ship.
The level of service expected when traveling a luxury, upscale line lacked everywhere due to extreme understaffing. The Terrace café attendants were confused constantly and were unable to determine which guest was waiting on service. Mostly it would take three and four requests to get beverage orders filled. When you arrived during meal service, you would have no option but to sit at a dirty table. The Buffet at Terrace Café was a cluster. Everyone gathered in the center of the buffet to place orders, which confused the staff. They were unable to fulfill orders effectively, dishes presented to guests who had not ordered, and others went unfilled. It was chaos between the staff and the guests for any made to order items. Buffets should be self-served in order to get people through the line with exceptions for stations (carving, pasta). The system that is being used is unorganized and ineffective, which cheapens the experience. 9pm last call for the Terrace Café would rush you if you were a late diner. At this venue, they simply are not able to keep up with the demand. To quote from the experience section of the Oceania brochure “With no need to rush, stand in endless lines or worry about crowds, you can savor the defining elements that make our ships so special”, we certainly did not experience that.
The Grand dining & Terrace Café serve the same food – one buffet and one served which is not providing additional dining choices for the guests if the menus are if the same content.
The Grand Ballroom was on a 40-minute wait for dinner at times, even though there were plenty open tables. The service staff does tell you need to order everything in order to get it before the kitchen closes if you dine later in the evening.
To quote the brochure:
• With open-seating in all our restaurants, dine where, when and with whom you please, at your own pace
• Cuisine never prepared en masse; every single dish created à la minute just for you
• Staff and crew attend to your every whim and remember your individual preferences
This seemed to have failed during our sailing.
Room service was inconsistent – sometimes it would come and sometimes it would not.
Pool bar services were great, if you went and got the drink yourself. If few guests were around the occasional service staff would ask if you would like something or distribute water regularly but if it got busy you would not see them and the water service seemed to stop between 2pm and 4pm daily.
The guest laundry facility was filthy. Detergent product was always present in the washing machines. The product dispenser was broken the entire trip. The machines were out of order to begin with and more broke during cruise.
Several times, we encountered situations where they had run out of some of the selections of wine and beer, which was occurring mid-cruise, not just at the end.
The public area bathrooms lacked proper upkeep. In Horizons, we asked several times for replacement of hand towels. They never were, even though we saw and heard the bartender make the call for service.
The pool deck closed on the last night for cleaning, we understand it needs cleaning but it was the last night and we could not enjoy the outdoor space. This was not the only example of maintenance during peak guest times. There were wet varnish signs in Horizons one evening during the night’s happy hour.
Lastly, the Chief Concierge exasperated our experiences. He is truly horrible at his job. When we sent our travel agent a note to tell her how horrible we thought the experience the corporate office called him and he called us. We had a meeting with him and explained our concerns and he promised to follow up. He even agreed with all our statements and complained that he was juggling many things as guests were complaining about the children in the pool and the itinerary changing. We understood and ensured him we are only concerned with the items that the ship and its crew could control. Itineraries change for weather, it happens. You cannot control other people and how they discipline their children but you can control cleanliness and service levels. He never followed up. My husband went back to Him, 3 days later, He did not have recollection of our conversation. My husband reminded Him of our earlier meeting with him and his response was do you want compensation and if so that Oceania prefers to handle these things after disembarkation. We had another conversation with him, he again promised to follow up and we again never heard from him. Maybe he should spend less time in Horizons drinking and partying and more time doing his best to keep the guests happy and satisfied. The Chief Concierge never followed up with us on anything.
When purchasing a luxury upscale cruise, which we have on multiple occasions, the expectation is that you will have a luxury experience. We do not feel that this experience even came close. We were disappointed upon embarkation with an unclean stateroom bathroom that was severely outdated and in disrepair. The inconvenience of not receiving the priority luggage delivery that we paid for was a further disappointment. The inconvenience of the spa to dinner reservation miscommunication and being rushed through restaurant venues. We were disappointed with the cleanliness of the ship and shortage of selection in menu choices coupled with running out of product and, with the exception of few individuals, are terribly disappointed in the service levels and certainly do not consider it a luxury experience. In fairness, other guests we spoke with whom have traveled with Oceania previously stated the other ships are much better so maybe this is working out the newness factor. For us it did not deliver to our expectation and we feel we grossly overpaid for the luxury experience we did not receive and are respectfully requesting a partial refund.
We feel further disappointed that this cruise line has refused to make it right by us, post cruise even though we submitted photographic evidence with details to the Corporate office in Miami. We can guarantee we will never book again nor recommend to the world wide friends we travel with. we will also continue to share the experience with any future cruisers considering their options.
The oldest, most disgusting cabin bathroom of any of the luxury ships we have tried. Not enough closet or shelving space.
First attempt with cruise line tour and did not go to another one after.View All undefined undefined Reviews