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We had a good overall experience on our “Grand Fjordland Splendour” cruise on the Magellan. Overall, we believe that the cruise provided good value for money. Nevertheless, some upsetting incidents arose that could have been avoided, or much better handled, if managers had taken more care of their customers. The ports of call were good, and the excursions, though expensive, were worthwhile. We found the food and cabins perfectly adequate. The gym is good, but the library and the areas for quiet discussion and games are small. Much of the inside space is taken up by the casino, beauty salon, photograph shop and gift shop, which seem designed to make profit for the company, rather than to add much to customers’ pleasure. The singing and dancing shows in the theatre are spirited and appealing, but some singers in the bar areas are over-amplified. Cabin, restaurant and bar staff were unfailingly helpful and pleasant. By contrast, the staff on Reception can be off hand. One we encountered was actively rude. These staff need to be better managed. We had a few occasions in which we needed to speak to the Reception staff. Once we asked for a town map for a port we intended to explore on our own. There were two ladies at the desk. The unhelpful lady did not bother to look, and said that they didn’t have any. The helpful lady said, ‘I think we might have some.’ She got up, looked in a cupboard, and found a pile of town maps. Another unhelpful lady brushed aside a query about changing our dinner sitting. We asked to speak to the restaurant manger. The reception lady replied in an uninterested voice that we had to sort this out ourselves. One night the toilet flush didn’t work. Someone had pushed something down the pan and blocked the loo for several cabins. I called Reception. The lady was uninterested and said that it would be fixed in the morning. In the morning, it hadn’t been fixed. When we went to Reception to find out what had happened, one member of staff was particularly unpleasant. For example, when I asked why we hadn’t been moved to a different cabine as soon as I reported the problem, he said, ‘We have emergency cabins, but you didn’t ask for one.’ There’s a reason for that. I didn’t know they existed, and Reception didn’t tell me. After much persistence, we were allowed to speak to the customer services manager. He recognised that our enjoyment of our holiday had been reduced, and that we deserved compensation that he could not authorise himself. He undertook to write to CMV company management to set out our case, and assured us that CMV would wrtie to us after our return home. We have had no communication from CMV. Management can be slow to respond to situations that arise. Once, we returned from an excursion to find that the tide was low, and that the gangway resembled a limbo dancing pole. You couldn’t enter the ship, even by bending low. Passengers, many of whom had mobility difficulties, were having to sit on the gangway and slide down on their bottoms. Some complained that they had been injured by this. In my case, the only damage done was to my dignity. However, it was not pleasant to hear that a lady had been asked to leave her wheelchair to slide down the gangway. Only after angry passengers had voiced their complaints did management belatedly make tender boats available. This need should have been attemded to hours earlier. CMV needs to ensure that managers and staff responsibie for customer welfare treat passengers like valued guests, rather than like a bunch of nuisances.

Wake up, management!

Magellan Cruise Review by nspower

3 people found this helpful
Trip Details
We had a good overall experience on our “Grand Fjordland Splendour” cruise on the Magellan. Overall, we believe that the cruise provided good value for money. Nevertheless, some upsetting incidents arose that could have been avoided, or much better handled, if managers had taken more care of their customers.

The ports of call were good, and the excursions, though expensive, were worthwhile. We found the food and cabins perfectly adequate. The gym is good, but the library and the areas for quiet discussion and games are small. Much of the inside space is taken up by the casino, beauty salon, photograph shop and gift shop, which seem designed to make profit for the company, rather than to add much to customers’ pleasure. The singing and dancing shows in the theatre are spirited and appealing, but some singers in the bar areas are over-amplified.

Cabin, restaurant and bar staff were unfailingly helpful and pleasant.

By contrast, the staff on Reception can be off hand. One we encountered was actively rude. These staff need to be better managed.

We had a few occasions in which we needed to speak to the Reception staff. Once we asked for a town map for a port we intended to explore on our own. There were two ladies at the desk. The unhelpful lady did not bother to look, and said that they didn’t have any. The helpful lady said, ‘I think we might have some.’ She got up, looked in a cupboard, and found a pile of town maps.

Another unhelpful lady brushed aside a query about changing our dinner sitting. We asked to speak to the restaurant manger. The reception lady replied in an uninterested voice that we had to sort this out ourselves.

One night the toilet flush didn’t work. Someone had pushed something down the pan and blocked the loo for several cabins. I called Reception. The lady was uninterested and said that it would be fixed in the morning. In the morning, it hadn’t been fixed. When we went to Reception to find out what had happened, one member of staff was particularly unpleasant. For example, when I asked why we hadn’t been moved to a different cabine as soon as I reported the problem, he said, ‘We have emergency cabins, but you didn’t ask for one.’ There’s a reason for that. I didn’t know they existed, and Reception didn’t tell me.

After much persistence, we were allowed to speak to the customer services manager. He recognised that our enjoyment of our holiday had been reduced, and that we deserved compensation that he could not authorise himself. He undertook to write to CMV company management to set out our case, and assured us that CMV would wrtie to us after our return home. We have had no communication from CMV.

Management can be slow to respond to situations that arise. Once, we returned from an excursion to find that the tide was low, and that the gangway resembled a limbo dancing pole. You couldn’t enter the ship, even by bending low. Passengers, many of whom had mobility difficulties, were having to sit on the gangway and slide down on their bottoms. Some complained that they had been injured by this. In my case, the only damage done was to my dignity. However, it was not pleasant to hear that a lady had been asked to leave her wheelchair to slide down the gangway. Only after angry passengers had voiced their complaints did management belatedly make tender boats available. This need should have been attemded to hours earlier.

CMV needs to ensure that managers and staff responsibie for customer welfare treat passengers like valued guests, rather than like a bunch of nuisances.
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