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We booked a Sea Breeze suite on deck 9 in mid 2017. These suites were created when the ship was refurbished in October. 14 days before we were due to step on board our agent was told by Crystal that due to electrical problems the Sea Breeze suites required repairs and we had been upgraded to a Penthouse Suite on Deck 10 under the pool deck. Our agent knew that after 25 years of regular cruising there are locations of a ship that we would not accept even if free. Under the pool deck is one area. Upgrade rubbish - suite size the same, fare the same and services to the suite the same. We asked if we cancelled would there be a penalty. Yes there would be no refund and read the small print we,Crystal, have the right to change the suites. We had also taken a 3 day pre cruise hotel package in Mauritius. Two days before flying out to Mauritius we checked the weather to discover the island was about to be hit with a category 3 (severe) cyclone and all air travel was cancelled to and from the island. We telephoned Crystal in Sydney and identified ourselves with the booking number etc. The voice at Crystal told us that they had no official notice of any Cyclone and they would only talk to our travel agent. Hello a cruise ship capable of holding 848 passengers heading into a cyclone forecast area and they did not know that fact. Does anyone in Crystal tell the truth? The coach from the hotel to the ship was a shambles. We arrived after 1.30 pm so lunch was not available - part of the service was suppose to be a champers lunch, which no one knew about. When we arrived on board we were told that deck 9 was closed due to flooding. Hello the ship must have great scuppers (drains) if only deck 9 was effected. When we told the Concierge that our concern with the Penthouse Suite was noise from the pool deck we were told they had never had a complaint about noise. Hello again. The now have one. For the next 14 days we had foot steps over our heads from around 7 am to 10 pm or later. Furniture was dragged across the deck. From time to time heavy trolleys trundled across the deck. At 5 pm the staff rearranged the sun lounges by moving them into position and dropping them. We complained to the Concierge and the time moved to 9 pm. When the deck was hosed down in the early hours of the morning we had the benefit of an early wake up call. On the second day we became aware that there were only 380 passengers on board, so that really explains why deck 9 was closed. The climax of the treatment we received came on day 5 when we discovered that the on board of US$1200 was not on our account. You had to spend that on board. Yes, we do read the fine print. After a meeting with the Chief Accountant it took another 2 days before the credit was put onto our account. Although the web site sets out the service to the suite we had to ask for such service each time. We only have a butler because we select the better accommodation and the butler comes with such accommodation. On the ship the Butler did not offer any service. On day one there were no canapes. Afternoon tea was never suggested etc. Service in the dining areas was initially very good but fell away in the last 7 days to poor.

A cruise to forget; it was that bad.

Crystal Symphony Cruise Review by Bodie of Perth

29 people found this helpful
Trip Details
  • Sail Date: January 2018
  • Destination: Around the World
  • Cabin Type: Penthouse Suite with Verandah
We booked a Sea Breeze suite on deck 9 in mid 2017. These suites were created when the ship was refurbished in October. 14 days before we were due to step on board our agent was told by Crystal that due to electrical problems the Sea Breeze suites required repairs and we had been upgraded to a Penthouse Suite on Deck 10 under the pool deck. Our agent knew that after 25 years of regular cruising there are locations of a ship that we would not accept even if free. Under the pool deck is one area. Upgrade rubbish - suite size the same, fare the same and services to the suite the same. We asked if we cancelled would there be a penalty. Yes there would be no refund and read the small print we,Crystal, have the right to change the suites. We had also taken a 3 day pre cruise hotel package in Mauritius. Two days before flying out to Mauritius we checked the weather to discover the island was about to be hit with a category 3 (severe) cyclone and all air travel was cancelled to and from the island. We telephoned Crystal in Sydney and identified ourselves with the booking number etc. The voice at Crystal told us that they had no official notice of any Cyclone and they would only talk to our travel agent. Hello a cruise ship capable of holding 848 passengers heading into a cyclone forecast area and they did not know that fact. Does anyone in Crystal tell the truth? The coach from the hotel to the ship was a shambles. We arrived after 1.30 pm so lunch was not available - part of the service was suppose to be a champers lunch, which no one knew about. When we arrived on board we were told that deck 9 was closed due to flooding. Hello the ship must have great scuppers (drains) if only deck 9 was effected. When we told the Concierge that our concern with the Penthouse Suite was noise from the pool deck we were told they had never had a complaint about noise. Hello again. The now have one.

For the next 14 days we had foot steps over our heads from around 7 am to 10 pm or later. Furniture was dragged across the deck. From time to time heavy trolleys trundled across the deck. At 5 pm the staff rearranged the sun lounges by moving them into position and dropping them. We complained to the Concierge and the time moved to 9 pm. When the deck was hosed down in the early hours of the morning we had the benefit of an early wake up call.

On the second day we became aware that there were only 380 passengers on board, so that really explains why deck 9 was closed.

The climax of the treatment we received came on day 5 when we discovered that the on board of US$1200 was not on our account. You had to spend that on board. Yes, we do read the fine print. After a meeting with the Chief Accountant it took another 2 days before the credit was put onto our account. Although the web site sets out the service to the suite we had to ask for such service each time. We only have a butler because we select the better accommodation and the butler comes with such accommodation. On the ship the Butler did not offer any service. On day one there were no canapes. Afternoon tea was never suggested etc. Service in the dining areas was initially very good but fell away in the last 7 days to poor.
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Cabin Review

Penthouse Suite with Verandah
Cabin PS 1020
Comfortable, but pool deck noise ruined the accommodation. With 848 passengers you would have no peace at all.
We had a time elapsed toilet flush. About 10% of the time it flushed when you pressed the button. The other 90% took up to 60 seconds after you pressed the button. the answer to our complaint was that it was normal. This was not the case in Public toilets on decks 5,6 and 11.
Penthouse Deck Suite Cabins