Seabourn Ovation Review

Good cruise let down by very poor post cruise customer care

Review for the Southern Caribbean Cruise on Seabourn Ovation
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Teenyween
10+ Cruises • Age 70s

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Sail Date: Apr 2023
Cabin: Veranda Suite

The 2 week cruise we took on Ovation around the Caribbean in March was our first on Seabourn. We had previously done 25 cruises with other lines. It certainly lived up to our expectations in terms of added luxury. Our standard level suite was well appointed with a beautiful bathroom and good sized balcony. There was a sense of space in all the public rooms and on deck. We enjoyed being able to use all the dining options, including the very special Thomas Keller restaurant, without paying a supplement. Drinks, including champagne, were complementary. We visited small islands and small bays on larger islands not accessible by larger ships. A particular highlight was Carambola Beach on St Kitts where the ship took over a private resort for the day, providing a sumptuous lobster barbecue. Service on board was generally exemplary. All in all we felt that the Seabourn “experience” justified the high cost of this cruise.

Things fell apart a couple of months after our cruise when we received a letter from Holland America Accounting Department informing us we still owed $319 for two excursions. When we checked our registered credit card, we realised that the ship had not taken any payment for this amount. We replied by email, using the address given in the letter, to authorise payment from the same credit card.

As there was no response to this email, we rang the UK Seabourn customer care line. After consulting with her supervisor, the agent told us it was not possible for the finance team in the UK to take the payment so she transferred us through to the Seattle office where we were put on hold for 45 minutes before giving up. A series of further calls and emails to the UK customer care department resulted in a promise to “escalate” the matter and an assurance that it would be sorted.

Cabin Review

Veranda Suite

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