we had dinner in the Club Restaurant.
This turned out to be a complete disaster.
a) Started with prawns covered in tomato ketchup. Strange sauce for this type of starter.
b) Next came an “Onion Soup with Croutons”. Well this was a disgrace as no Head Chef would normally allow this dish to leave their kitchen.
The cheese topping was OK but under that it was full of soggy white bread soaked in the soup with very little onion being present and definitely no ‘Croutons’. This was taken away and I did not want a replacement.
c) The next dish was a Chicken & Broccoli Tagliatelle. This dish, in fact, did not have one-piece of chicken in it and 2 very small pieces of broccoli hiding in a plate of pasta & sauce.
This dish was eventually replaced with the correct ingredient’s present.
I think that this portion was just ladled out from the top of the pot
d) My wife’s steak was over cooked and, also, had to be replaced as it was not cooked as requested i.e. medium rare.
e) The dining supervisor, Felix, did his utmost to rectify these embarrassing scenarios.
f) The maître d'hôtel or Chef did not have the decency to come out to discuss this with us.
2. The following morning, I was telephoned by Guest Services to enquire whether everything was OK.
I explained to her what had happened, as above, and she said that she would investigate this.
3. On another evening we ordered Escargots à la bourguignonne.
We were served Escargots in a sweet sauce which was not very nice.
As suggested to Felix, in French cuisine, the snails are typically purged, killed, removed from their shells, and cooked (usually with garlic butter, chicken stock or wine), and then placed back into the shells with the garlic butter and sauce for serving.
4. One evening we were served Beef Wellington which just had a wafer-thin strip of pastry strategically placed on top of the serving.
Normally this type of dish is served encased in the pastry but probably a challenge for so many people.
We must say that that serving of this tender beef was the best that we had on the cruise. Top quality!
5. Along with many other guests we were not to happy with the now 18% “Service Charge” that you apply to, what are in principle, duty free wines. This is on top of the daily ‘gratuity’ charge.
6. We had a photographic sitting and were then told that we would have to pay for the photographs.
For guests occupying a Penthouse Suite it is shown on your documentation that they are entitled to a complementary portrait sitting. This seemed a bit unclear and when we discussed this with the guest service desk, we told them that we interpreted this as a single complementary portrait photograph.
They also agreed that it was not clear so they would have to discuss this with their supervisor.
They left a telephoned answer that only the sitting was complementary.
FYI: All guests were also offered a free sitting.
I believe that you should delete this from your documentation as it is not an extra benefit.
7. We had the complimentary mini-bar set-up on embarkation day. Should this not have additionally included the complementary wine, 1/2 bottle of red wine plus 1/2 bottle of white wine, as per Club Class, in our stateroom upon arrival?
8. The table waiting staff were all very good. One thing that could be reviewed is the constant attendance at our table by sometimes three different people asking if everything is OK.
Of course, we can understand that this is part of their training but can be a bit annoying when we are trying to have a private conversation.
I did suggest that when we required their services, we would indicate this. I know this is just a small detail, but can all help to improve the dining experience, not just ours but other guests whom we spoke to also felt the same.
9. The Captains “Party” was a great success now that it was split up into two groups. Much more comfortable and places to sit.
OK. As expected