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If Regent Seven Seas had only made a couple of minor errors I wouldn't be writing this review but our experience was one of incompetence and disinterest in customer service from booking to stepping ashore at the end of the trip. The good news is that the ship is fine (and there are only 500 other people), the service and food is excellent (but four or five stars, not seven) and the scenery is superb. The butler and maid that came with our suite were both delightful but I wouldn't pay the premium. The bad news is the hassle of dealing with Regent. They just don't get it when it comes to customer service.

To start with, as first timers, we took their brochure literally - ie that all shore excursions are included. No they aren't. Many or most of them are chargeable and at a significant premium to what you would actually pay locally. Sorting out excursions took at least five phone calls and as many emails - largely because their web site isn't up to making changes. Booking dinner in the premium restaurant (only once allowed per voyage) for a birthday was another struggle; again their website didn't work on the day that bookings opened and by the following day the restaurant was full on the evening of the birthday we wanted to celebrate so more phone calls and emails.

Arriving at Vancouver airport we weren't on the list for hotel transfers nor did they believe we had paid for them. We insisted they check; they insisted we produce paperwork as proof. Eventually they accepted their error. Not a good start.

Then towards the end of the week we discovered that they didn't have us booked on the correct shore excursions (despite a printed confirmation) and these were now full. Finally they booked us on the wrong departure schedule despite confirming it in advance.

None of these in isolation would have been a problem but in every case the initial response was "no" rather than "how can we fix this for you". It seemed to be a pervasive attitude that it was my problem to live with, not theirs to fix. Maybe it is the cruise industry or maybe we had unreasonable expectations but we won't travel with Regent again until and unless they sort this out.

A first time cruiser goes to Alaska

Seven Seas Navigator Cruise Review by cruisenovice99

6 people found this helpful
Trip Details
  • Sail Date: June 2011
  • Destination: Alaska
  • Cabin Type: Penthouse Suite
If Regent Seven Seas had only made a couple of minor errors I wouldn't be writing this review but our experience was one of incompetence and disinterest in customer service from booking to stepping ashore at the end of the trip. The good news is that the ship is fine (and there are only 500 other people), the service and food is excellent (but four or five stars, not seven) and the scenery is superb. The butler and maid that came with our suite were both delightful but I wouldn't pay the premium. The bad news is the hassle of dealing with Regent. They just don't get it when it comes to customer service.

To start with, as first timers, we took their brochure literally - ie that all shore excursions are included. No they aren't. Many or most of them are chargeable and at a significant premium to what you would actually pay locally. Sorting out excursions took at least five phone calls and as many emails - largely because their web site isn't up to making changes. Booking dinner in the premium restaurant (only once allowed per voyage) for a birthday was another struggle; again their website didn't work on the day that bookings opened and by the following day the restaurant was full on the evening of the birthday we wanted to celebrate so more phone calls and emails.

Arriving at Vancouver airport we weren't on the list for hotel transfers nor did they believe we had paid for them. We insisted they check; they insisted we produce paperwork as proof. Eventually they accepted their error. Not a good start.

Then towards the end of the week we discovered that they didn't have us booked on the correct shore excursions (despite a printed confirmation) and these were now full. Finally they booked us on the wrong departure schedule despite confirming it in advance.

None of these in isolation would have been a problem but in every case the initial response was "no" rather than "how can we fix this for you". It seemed to be a pervasive attitude that it was my problem to live with, not theirs to fix. Maybe it is the cruise industry or maybe we had unreasonable expectations but we won't travel with Regent again until and unless they sort this out.

cruisenovice99’s Full Rating Summary
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