Review summary

Regent Seven Seas Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.

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CM

Chris Maddison

1 out of 5 stars
Regent customer service Drastically declining

In June 2024, we booked an Alaskan Cruise with Regent to be taken in August of this year, 2025. We have been sailing with Regent since 2009 – French Polynesian Islands, 2012 – Western Caribbean, and had always been extremely satisfied, UNTIL THIS BOOKING. From the very beginning of booking our cruise for 2025 we have been finding customer service to have drastically declined. Our agent Keith Blazek was, at first, VERY responsive up to the point where we made our deposit (non-refundable). After that, he would not respond to MULTIPLE emails or phone calls where we were seeking clarification of some of the charges and discounts. I did not make notes at that time but the way the pricing was explained was not how it was provided on the invoice and we sought clarification. We have not received clarification even 1 year after booking. I finally insisted on contacting a different Regent travel representative for clarification and have since used this route in order to follow up on other issues. Since then, discounts and added benefits are now being offered on our cruise but they are not offered to us since we booked before they had a “pricing change”. How convenient that they are able to use this line to circumvent equitably providing these benefits to us. Their contract is such that all the power lies with them and NONE with their client (us). They made a change to the port of embarkation as well as a change in one of the major ports where we were provided a selection of excursions that were comprehensive. We had selected an excursion that we felt was a great opportunity in Ketchikan. The port was then changed to Klawock, a VERY small town with maybe a dozen streets in the town. The number of excursions dropped DRAMATICALLY to about 8. Two of them required a flight to get from the port to the activity and the cost was extreme, over $1000 US. That, to me, indicates that the excursion is not in Klawock but somewhere else. Possibly Ketchikan? One other note regarding the excursions: Regent advertises free excursions included in the price of the cruise but the number of free excursions has declined drastically in the 16 years that we have booked with Regent. Where there used to be a reasonable selection at no cost, there are now 1 or 2 options and those are now more “self-guided” options. With this change and the issues of our calls and emails receiving no response, I have tried to contact someone higher up in the Regent organization. NO ONE HAS RESPONDED!! I have since called in order to try to get some kind of resolution to our concerns and we have received no acceptable resolution from our side. Our reservation remains unchanged. And in some cases, our concerns have been invalidated or ignored. With the threats that we are seeing in the news regarding issues at US customs, threats of cruises being diverted from Canadian ports, and slowly escalating monetary issues across the globe, we reached out to Regent to find out what our options are regarding possible future changes to the cruise, including the extreme possibility of cancelation. The person we spoke to wasn’t even aware of some of the issues but was sympathetic in words only. The stance with Regent is that they are not accountable for anything, even to the point that they were not accepting any accountability or responsibility to us, their patrons.Because of the instability of circumstances surrounding the cruise, and because we are no longer getting what we originally purchased when we booked the cruise, we have forfeited our deposit and have cancelled the cruise. Regent’s lack of willingness to help in these circumstances and their inability to see anything except the money that they would be getting from us, has forced us to decided that we are not willing to risk the balance owing of more than $20,000 to receive a cruise that could be changed further and is no longer anywhere close to what we originally bought. One thing I have learned in this time period is that when an airline changes a flight, even by a few minutes, I have the option to cancel the flight and bank the money for another time. I have also spoken with others who have cancelled their cruise with other cruise lines in the last few weeks. They were allowed to bank their deposit to be used at a later time. A minor handling fee was applicable but they did not lose anything more than the handling fee. Regent DID NOT EVEN OFFER THE OPTION. We lost our deposit of almost $3000. And no one was apologetic when we gave the reason for our cancelation.

sa

sue and thanks for your order

5 out of 5 stars
Cruisers out of necessity

We are not cruisers by choice but by necessity due to my husbands increasing immobility. Most of our holidays have been spent cycling round the world,climbing mountains and skiing. This was only our 7th cruise.1holland America,2 Fred Olsen, 2 Azamara,1 P&O.all on small ships (which are getting less every year.) We like peace and quiet ,relaxing.days,early nights,good food,sunshine,a jacussi,a home from home,which all our cruises have been but the Regent one in November 24 was the best so far. Our cabin/suite was sumptuous, ,some would say a little dated by newer ships standards ,I would call it elegant and classic.The bathroom all marble and wood no melamine in site, not exactly my taste but beautiful The mattress was so deep and so comfortable as were the pillows. I drank more champagne than water,you didn’t have to have the wine on offer,they have a wine list you can chose from at no extra cost, you only had to ask( they don’t broadly advertise the fact.) The food was excellent in all the restaurants . Not being big fans of meat the buffet with all the salads, fruit,cheese, more than sufficed,We nearly always had a window table and the staff nearly always took the food to the table for us. We had room service twice, and what an experience!!! We had 2 nights in each port which made the excursions more doable.Rome,Florence ,Pisa, cinque terre,Marseille for the Provence alps,Lisbon. All the excursions were excellent. We choose excursions to visit places for their sites/ history, not to shop in overpriced upmarket shopping centres and drink overpriced coffee,which is what the moaners seem to do.Why would you want to go to St Tropez when you can venture into the Provence Alps,or visit a vineyard for wine tasting when you can see the cinque Terre. Each to their own but the most interesting people we met were the ones not moaning, who like us seem well travelled. Most of the staff went out of their way to be helpful, nothing too much trouble. Perhaps the moaners should look closer to home as to why they don’t get the best out of people. It only take a please/ thankyou,Hello and a smile. Speak to people how you would like to be spoken to,not in a condescending manner,(as I frequently observed). We will be cruising more frequently now, and I hope we can afford to cruise RSS again.One thing for sure we will stick with the smaller ships, even though they’re not all singing all dancing glitz and glamour,but then again, neither am I.

JP

Jude Paskoski

1 out of 5 stars
Regent Seven Seas Cruise

Regent Seven Seas Cruise: A Disappointing Experience in Customer Care I want to share my deeply disappointing experience with Regent Seven Seas Cruises in the hopes that they will reconsider how they treat loyal guests facing unforeseen medical emergencies. As a senior woman, I was thrilled to book my first two-week cruise with Regent, traveling to Argentina and Brazil on March 3rd with friends. Unfortunately, in December, I suffered a serious and unexpected injury—I fell and broke my neck. My doctor advised me to cancel the trip, and I had not purchased travel insurance. Regent’s policy allowed me only a 50% credit, despite the extreme circumstances. The good news? I recovered faster than expected! By early February, my doctor cleared me for travel, and I was eager to rejoin my friends. But when my travel representative contacted Regent, I was shocked to learn that rebooking the same trip would cost an additional $39,000—an outrageous and completely unreasonable charge. To make matters worse, Regent was unwilling to accommodate me on this voyage, even though I was fully cleared to travel. Regent Seven Seas promotes itself as a premier luxury cruise line, yet when faced with a situation that required flexibility and compassion, they refused to make any exception. I am calling on Regent to reconsider its rigid policies and provide full credit for situations involving unavoidable medical emergencies. My friends will be setting sail next week while I watch from the dock—an incredibly disheartening experience that could have been avoided with a fair and reasonable resolution. I hope Regent rethinks how it values its guests and takes action to ensure others don’t endure the same treatment. Has anyone else experienced something similar with Regent or another cruise line? I’d love to hear your thoughts. #RegentSevenSeas #CruiseTravel #CustomerService #LuxuryCruise #DisappointedTraveler

MM

Mike McPherson

1 out of 5 stars
Regent Customer Service is a misnomer!!!

Regent needs to re-name it’s Customer Service group to “my way or the highway”! We were recently “offered” what seemed like a fabulous opportunity to cancel our 7 day cruise to the Caribbean that they had oversold and take one of two 14 day cruises at a later date. In return we would get the 14 night cruise at no additional cost, receive a 50% cash rebate on the overbooked cruise AND a penthouse upgrade with all the extras associated with the penthouse. The email directed you to click on a link for specifics of the offer. In addition to the cash rebate and the penthouse upgrade, the link said penthouses would receive one night land accommodation on the front end. We received the rebate to our credit card promptly as promised. We have a penthouse suite assigned to us only to learn that it is EXACTLY the same sf and configuration as the cheapest balcony room on the cruise? We do get the services of a “butler”-who cares? And I may get a fancy shaving kit. No other discernible value. Penthouse has a different definition for Regent!!! Oh, the one night pre-cruise hotel? Well, the fine print says it “may not” be applicable for new bookings/changes to bookings within 60 days of sailing!! This, despite the link we were directed to containing no such information. Customer service help???? Non-existent. Two representatives were cordial and professional but said we should be happy with the bargain we got!!! As they say, “This ain’t Burger King”!!! You don’t get anything with Regent your way-you get it their way!!! The only “help”??? They will advise marketing that the language in their offer had contradictory/misleading information.

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All reviews

74 total • Write a review

Showing 31 - 40 of 70 reviews
DB
1 out of 5 stars

What 6 Stars

Awful cruise. No Wow factor. Not inspired. Food awful. No duty of care to ensure vehicles used for excursions were actually roadworthy. Parked the ship in a coal merchant for Christmas Eve and Day. All we saw was mounds of coal. 15 days in total, 9 at sea. 6 days in port, but sailing early evening meant we had a lot of sea time. Never sailing with them again.

Date of experience: January 3, 2024

CW
1 out of 5 stars

7 Day Alaskan Tour to Alaska

7 Day Alaskan Tour to Alaska - No pre-screening on their ship. I got Covid on the second to last day. I needed emergency care (78 yr old) and they charged me $4315 for 1 day's worth of care. They were horrible. Stay away from this cruise line. The food was good, but not even very good. A totally over-priced cruise.

Date of experience: December 30, 2023

ha
1 out of 5 stars

Waitlisted on several excursions for nearly a year

Paid for cabin with priority booking for excursions - have been waitlisted for nearly a year on 4 excursions with no progres despite regular follow ups by our travel agent. Not sure why we paid extra for priority for excursions when we can’t get on them! Regent please help as have no other means of getting help on this. Interesting that unlike some other tour operators Regent don’t seem to reply or show any interest in addressing any of their reviews here. Speaks volumes…

Date of experience: December 29, 2023

ER
1 out of 5 stars

It pains me to write this review

It pains me to write this review, however, when you take the time to complete their post cruise customer service form and NO ONE connects with you as promised, there is no other recourse but a public complainit. We saved 20 years to go on this cruise. Regent booked our flights to and from the cruise. When we were provided our flights. I called our Travel Agent and told her I was very concerned with the returned flights (Rome to Munich, Munich to Montreal, Montreal to Orlando), between the very short layovers (one was only 40 mins) to not liking the three flights. She informed us that we were not allowed to change these flights. I tried to call Regent directly but noone every called us back. My husband said it would be fine.... We had wonderful flights to Athens, met immediately and whisked away to our hotel, absolutely perfection. We had four lovely days on the cruise, then it all went south. My husband contracted food poisoning from their pool side grill (tuna burger) on the evening of Day 4. It was the middle of the night, so I did what I could to clean up the bathroom and get him to finally rest. When I contacted the staff and informed them of the situation and to also request, our restroom to be santifized, they had no concern for where he may have contracted the food poisoning nor did they follow up on his condition after informing them of his illness. They did clean the restroom. We did report the incident on our survey. The survey link they provide you is only good while on board. That's where customer service ends, at the point of swiping your card. Debarkation is of no relevance to them. They must know they have debarkation issues. Here is our nightmare debarkation in Rome. We have never sailed with Regent before and it had been 20 years since our last cruise. Once we scanned our card we were ushered off the ship. I asked, "where do we go?" I was yelled at to go the tent. Upon entering the tent, I asked, "what do we do?" Again, yelled at to get my luggage and to move. I will admit, I wasn't very nice, now. I gestered to this Italian women, to signal my frustration with her. Finally, another person directed us to look for our group number then to take our luggage and find our bus. We found our luggage, I then asked another rep, what bus am I looking for? She yelled at me again, to get out of the tent and go to your bus! I stopped and I did raise my voice, WHAT BUS??? A man came up (non-Regent personnel) and told us to go to the bus number of our luggage. As we were hauling three pieces of luggage, we were continually yelled at to hurry up! Once at the bus, my husband was told to load our luggage under the bus. There was no room, he was told to go the other side of the bus. The side parked in the oncoming traffic. The driver was there and he told my husband to load the luggage. Once on the bus, we were driven to the Rome Airport. The driver parked the bus in the median and told us to exit if we were in terminal 1 or 2. Upon exiting, my husband, again, had to stand in oncoming traffic to unload our bags. We got to the sidewalk with about 12 other passengers and we all looked at each other. Where do we go. I verified by our tickets Terminal 1. I said we need to go here for terminal 1. All 12 people followed me. 2/3 of the way to the door. A man dressed in Regent shirt came running up to us, "Hey, why you in a hurry! Wait, wait. I lead you." He walked us to the ticket counter and immediately left. My initial concern about the short layovers between flights was spot on. In Munich, we had to do an OJ Simpson between two terminals, we arrived at the gate, as our group was being called. We were late leaving, the gate. This made our connection in Montreal even shorter. Upon existing the plane, we were met by a US Customs officer, who was going to escort us down to US Customs as quickly as possible because we had minutes to get to the gate. Again, we raced through Customs only to discover we had another hike to our gate. This time, we got there with moments to spare. Upon arriving in Orlando, we discovered our luggage never made it out of Munich. We waited three days for our luggage and only to discover when we opened our large suitcase, TSA had opened the suitcase and every valuable we had in the case was GONE. Can I blame Regent for that, no wholely, but they did put on these flights..... My husband explained to our family this way about Regent, we could have taken FOUR cruises on another cruiseline for this one cruise. So was our experience 4X better than our previous cruise. The answer is an absolute NO! Add to that, they have never, ever responded to our survey or to our post cruise report we made on their website. They jsut don't care!

Date of experience: December 22, 2023

DJ
1 out of 5 stars

Terrible service ethos at considerable…

Terrible service ethos at considerable expense. most port visits cancelled at short notice. Airport pickup a shambles.

Date of experience: December 15, 2023

K
1 out of 5 stars

Blackout plastic on all doors and windows, 6 burley security guards, no stops -- from bad to worse

Wonders of Antiquity Istanbul to Dubai goes from bad to worse. All but 2 of the original ports have been cancelled. No Rhodes, Cyprus, Israel, Jordan or Oman -- instead we cruised the cool, rainy Adriatic coast where nearly everything was closed as it was after the season. We are now sailing from Egypt to Dubai. From sunset to sunup all curtains must be closed. Black plastic has been put over all the doors and windows in public places. We had a code red drill a few days ago to prepare us to take cover in the hallways. Six burley security guards circle the decks. Is this a vacation? NO. This is nothing like the brochure description. It's a disappointing and very stressful situation. Did Regent ever mention any of this before we boarded? NO. Once the war broke out on Oct. 7, we requested a refund or future cruise credit, both of which were denied. My husband and I looked forward to the warmer evenings once we left the cold northern ports. During past cruises, we enjoyed dining and dancing under the stars. Not this time, we are imprisoned in a luxurious box. A crew member told us that usually it's only 2 days of blackout, but this time due to the war, the entire passage from Egypt to Dubai would be under blackout conditions. Regent does not deserve even one star. And we deserve a 100% future cruise credit or refund. No holiday onboard Regent!

Date of experience: November 26, 2023

PG
1 out of 5 stars

We were also booked Istanbul to Dubai on Nov. 10

We were also booked Istanbul to Dubai. Other comments describe the itinerary changes which we think completely gutted the original cruise itinerary. And why ? We were told that it was for safety considerations. Really ? What made Rhodes (an original port) unsafe ? Or Santorini? Etc. If Luxor is unsafe for two days, why is it safe for one day ? And why is it safe to cruise around in the Red Sea for 6 uninterrupted days ? No refund given; No credit offered; No response to two letters. One star is too many.

Date of experience: November 13, 2023

SJ
1 out of 5 stars

Istanbul to Dubai-Wonders of Antiquity

We have been booked on cruise starting in Istanbul to Dubai.The cruise begins November 10-December 1 2023. With the crisis in the Middle East, we understand the plight of those people. They raped our cruise. First we lost Israel, then Egypt. They tried to replace those ports with Greek islands. They explained that those replacements were culturally as significant as Israel. As of today, November 4, on a 21 day cruise, we have 3 original ports. Changes to the cruise have been changed three times. Yes we have insurance but my husband would have to die. We just want our money back or credit towards another cruise. Now we are being forced on a high dollar cruise to sail to countries and islands of little to no historical value. After we leave the Suez Canal we will sail for 10 days on the Red Sea to Dubai. Regent owes the consumer their money back. I know I’m only a small fish in the cruise industry but I did not select this cruise to sail and eat their food.

Date of experience: November 5, 2023

J
1 out of 5 stars

Regent Seven Seas Cruise - 3 star cruise with a 6 star price

My call center experience with Regent Seven Seas Cruises was a personal nightmare. Their initial enthusiasm for selling the cruise package was convincing. However, once they secured my deposit, their attitude shifted dramatically. I remember a specific instance when I called to inquire about an upcoming shore excursion. The representative on the other end couldn't provide me with any details and seemed utterly disinterested in my concerns. This lack of transparency extended to the availability of meal services. I had booked this cruise with high expectations, only to find that the reality was far from their promises. The experience was made worse by their aggressive deposit terms, which became painfully evident when I tried to make necessary changes to my booking. I was left feeling stuck and frustrated. My confidence in Regent Seven Seas Cruises was shattered by these personal experiences. I felt like a mere transaction to them, and I would strongly advise others to think twice before booking with them

Date of experience: October 23, 2023

N
1 out of 5 stars

Regent Unlimited Shore Excursion - False Advertising

My recent experience with Regent Cruises left me feeling utterly deceived and thoroughly disappointed. The advertised promise of "unlimited shore excursions" turned out to be nothing short of a scam, with limited availability and a sneaky push towards paid alternatives. The illusion of unlimited exploration quickly shattered as I attempted to book these supposedly inclusive shore excursions. Most options were fully booked, and the few that weren't came with a steep price tag. What was meant to be a carefree adventure turned into a frustrating scramble for a spot on excursions that were supposed to be part of the package. Adding to the frustration was the customer service provided by Regent's call center. Instead of addressing the concerns and frustrations of passengers, the responses felt templated and lacked genuine understanding. It was disheartening to see a lack of accountability and empathy from a company that prides itself on delivering a luxury experience. The marketing tactics employed by Regent Cruises are, in my opinion, deceptive. The term "unlimited shore excursions" should come with an asterisk, clarifying the severely limited availability and the high likelihood that passengers will end up paying extra for the experiences they were led to believe were included. While I understand that no cruise experience is perfect, it's the blatant misrepresentation and lackluster customer service that truly sour my impression of Regent Cruises. Travelers should be wary of falling for the glossy promises and carefully crafted marketing without scrutinizing the fine print. In conclusion, my advice to potential Regent Cruises customers is to approach the promise of "unlimited shore excursions" with skepticism. Be prepared for limited availability, potential additional costs, and a customer service experience that falls far short of the luxury standards they claim to uphold. Buyer beware: the allure of a dream cruise can quickly turn into a disappointing reality with Regent Cruises.

Date of experience: October 18, 2023

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