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Review summary
Silversea Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service.
Beware a Silversea Cruise because if anything goes wrong their customer service is truly appalling. We disembarked our ship in Seward, Alaska and Silversea wrongly sent our luggage to a Convention Centre in downtown Anchorage rather than directly to the airport. They take no responsibility for this as according to them we had not booked "door to door" so they did not have our flight times. Why didn't someone ask us? Then the luggage got lost. We were told by Silversea to buy some clothes to see out the remaining two days of our trip and they would refund us. All we had was what we were wearing. We acted in good faith on this and spent time out of our holiday purchasing a few basic items to see out our holiday. On contacting Silversea we have been told that they will not refund the money as we should not have been told to buy anything. We should claim on our travel insurance (with all the hassle that entails). As a gesture of goodwill we have been offered £500 cruise credit against a future cruise. Do they honestly think we would pay out thousands of pounds on another cruise with £500 off when this is how they treat their customers? Once you have paid your money and are off the ship they just don't care. Truly shocking for a company that states that their customers are their number one priority!
I just dont understand the other reviews!!From beginning (easy check in. free bottle of champagne) to efficient disembarkation everything was superb,,,cabin size and service(morning cup of tea arrived at 0700 each day) were faultless. Staff were so pleasant and obliging. Free excursions were adequate.Food was of a high calibre....my only quibble was the difficulty/impossibility of choosing certain restaurants......I guess the must give preference to high-end clients....but they should be transparent in this.
Disappointing cruise for the extortionate price we paid. Silversea is not 5 star luxury. Cabins are no better than any other cruise lines I’ve been with, apart from bathroom marginally bigger. Food is fine but not 5 star, unless you pay extra. Entertainment is dire, they have their own staff singing and playing instruments for your entertainment. Most of the time the bars are empty, lacking in atmosphere. Excursions average. Butler was useless, said he was tired all the time and the one occasion we phoned for him it took him 1hour to show up! World cruisers get preferential treatment and fawned over, especially wealthy Americans, presumably because they complain the most! Would not recommend and we definitely won’t be travelling with them again. Azamara is a good alternative.
They used to be good. Not now. They seem to have lost their way. My wife got food poisoning on board and although some of the medical staff were good - Angel looked after my wife very well - Silversea seemed more concerned about not taking responsibility for her food poisoning than anything else.
We isolated for 3/4 days - at the request/demand of Silversea but Silversea didn’t seem to think we lost out. My wife wasn’t right for the rest of the holiday but Silversea just seemed to shrug their shoulders, with a ‘not my fault, mate’ attitude.
We will never cruise with them again
Eine Anfrage vor langer Zeit bez Siversea-Reiseinformationen resultierte in der Zusendung von Informationsbroschüren ok !
Aber!!! Ständige Email-Angebote welche nicht abstellbar sind da keine entsprechende Email Adresse verfügbar ist und versuchte Telefonate in einer ewigen!! Warteschleife münden!!
Silversea Silver Wind blown off course and never to have a fair sail set again
On taking a cruise on the Silversea wind expedition cruise to Antarctica this must have been the worst experience of my entire life ruined at great expense by Silversea. See below the key points noted, and this can be verified by photos, ditto with the own admission of the staff that this ship, food, and facilities were terrible.
Please see below a few bullet points, and I can tell you there are quite a few more not listed
1.on landing Santiago walked over 30 minutes up and down lifts and ramps to cheap to pay for pick up drop off and crammed in dirty van
2.total chaos in booking in to hotel overnight stay, and and chases in morning fly down to embarkation point in Puerto Williams, stuck in filthy shed for 2nd flight
3.Balcony room 6th floor smelled drains and most passenger corridors, silversea response it and old tired boat
4.Sheets yellow and ripped, duvet delaminated and smelly, these were replaced
5. Towels so old and yellow replaced through t the trip with new towels
6.Dirty ripped curtain lining
7. Ventilation not working
8.Cutlery and table linen blunt too old and with holes partly replaced at every dining
9. Ran out of many products on trip and eventually ran out of vegetables, and had to stop uncomfortably through dining while other ship stocked partly
10. Food so bad, over salted, same menus, cheapest ingredients ,had food poisoning 1st day
11.Expedition leader Mereeke non stop self gratification
12.Boot room so small 4 benches group of 40 people
13.Severe safety failure on fire exit corridor being blocked with queueing passengers warm towel dispenser adjacent boot room which I noted to staff and ignored but will be writing to IMO about this
14.Flooded bathroom every night leaking shower
15.Dirty leaking windows in dining area, patched up with mastic and rusting next to where you ate, smell of damp
16.China so old pattern washed off
17.Bathroom floor cheap laminated and not non-slip
18.Brown and grey water coming from taps
19.Being stuck in dirty old shed at Punta Arenas for 2 hours awaiting hopper flight
20.Repairs and loading, unloading outside window last night, up to 11pm, note alternative room offered at 11pm seriously, then being harassed by busing and knocking at our door at 11.45pm by manager
21.staff and management poorly trained to be in restaurant and some nights chaos
22.Butlers and cleaning poor slow, wrote name in dust on shelf and there 3 days later
23.Staff uniforms dirty and tired
24.Doors rusting in room and stained, gaps.
25.Flickering lights all over boat in evenings, and dirty stained light fittings
26.carpet delaminated from wall
27.Stomach bug on ship for a few days, no life belts cleaned or sanitised when getting on and off boat, using someone else’s contaminated belt thrown in barrel as staff too lazy to carry out, under the miss-guidance of Mereeke
Well I could go on about this”ultra luxury cruise” stated by Silversea, and it was summed up by most of the staff that the boat is so old and they get the same complaints every time. Thanks Oskar
If I could score less than 1 I would have, but the route was fantastic and scenery amazing (thank goodness for Mother Nature)
The Royal Caribbean bean counters have nailed shut the coffin of once great Silverseas. I have spent over 500 sea nights with them, and after our last two cruises the bean counters have now driven me away.
This is meant to be an Ultra Luxury, all inclusive cruise, but recent and continuing cuts have turned Silversea into "Celebrity with a bit more room per passenger"
Others have covered the list of parsimonious cuts that have removed "ultra luxury" from the brand. Here is (part of) my list
#On a recent NW Passage cruise, costing over $40000, they wanted $100 for boot rental. You cannot do the expeditions without boots
#The free wifi has been downgraded to something that does not work, in order to get you to pay $30 a day for something that is usable
#The cost of eating in La Dame has tripled to $180. If you add on the $50 or so that you are already paying for a meal, at $230 a head this is 2 star Michelin territory, this food is no 2 star Michelin
#The quality of wine in the restaurants is what I can get for $3 to $5 a bottle in Spain. Their wine is worse than that , and from obscure vineyards in Italy and South Africa. And the sommeliers are untrained
#They abolished butler greeting and champagne on boarding
#They abolished Bulgari toiletries and have a cheap own brand instead
#they have even halved the size of the bar of soap from 75gm to 45 gm
#They have taken away Heidseck champagne and now use a cheap unknown brand
#The measures poured in the bar have halved. The range of drinks in the bars has been cut substantially
#Food has been downgraded in quality. Basically Celebrity food now
#The only "free shore excursions" are now a standard packed bus round the area with one guide. All others are now $100 plus. We recently ended up with 42 people going all together round an underground cave system for over an hour
#Butlers are now just room attendants in fancy dress with no idea of buttling
#Expansion of ships by Silversea has led to around 50% of the staff being new to cruising. They are untrained. Hence long waits for food in restaurants
There is no point in contacting "Guest Relations", they do not reply - I have tried many times
The Bean Counters killed British Airways with their cuts, and now it is being done by another group of heroes to Silverseas. The gadgetry is that these bean counters are probably being promoted by RC for the "saving" that they made
What a shame missed port which was highlight of holiday told before sailing but not enought time to cancel, and false reason given, new years eve a damp squid, restaurants in chaos and trips worst ever taken on a cruise would have been better to have stayed at home. Shame expectations were so high at the start
Used to be a pleasure to sail with but now wrecked by Royal Caribbean Bean counters.
Beverages running out, poor menu choices available now are but a few of the gripes. Having sailed with just a few days under 150, I'm afraid to say, Ive sailed my last SS cruise.
Dismantling the various location offices and out basing to the Philippines really is not luxury. You need people who know what the product is all about.
In today’s world, WiFi should be a basic amenity. But instead, they deliberately cripple their “free” version to make it practically unusable, only to demand $30 per day for anything functional. This is outright exploitation. With plenty of competitors offering quality service and decent WiFi, think twice before choosing them. It’s absurd that such a cruise line feels entitled to rip off its customers over something as essential as WiFi.
I’m on board the Silver Muse now, and it has taken me 30 minutes just to post this.
What a pity - we went on a cruise with this company and it was superb.
However unfortunately I have needed to make some changes and dealing with Michelle Lopez Silva has been a tedious and unprofessional affair - but from the other reviews it seems like this is a normal occurrence
A1 service in every way a wonderful experience highly recommended. If you want 6 star service and an amazing experience Silver moon is your dream ship. Faultless. We had the best week totally blown away by it all and not much blows me away but this has completely.
Special mention to Jack and Aristotl in the Salt restaurant these two guys are an asset to Silverseas. Thanks for a memorable 50th Birthday on board Silvermoon. Best regards Jo & Jason Wilkes
Since Royal Caribbean has taken ownership the company is no longer 6-star; at best it's a 4-star cruise line for the moment. Welcome onboard no longer offers a butler greeting or champagne; instead you get handed a face towel - thats it!
RCCL has cut everything; all the extras in the suites, and in fact, the Silversea ships are now instructed to use at least 30%+ frozen fruits and vegetables onboard; in dishes where it will not be noticeable; drinks, smoothies, desserts, steamed veggies, stews, soups. RCCL appointed a new CEO, and many new SVP's across the Silversea fleet in all departments. They are replacing all Silversea procedures with RCCL procedures in an attempt to aggressively cut costs and create revenue. Cheaper brand of champagne onboard now. Many previous in-suite amenities have been eliminated or must now be requested. The only water you get in your suite now is the filtered water called Vero which they refill the bottle onboard. Food portions are getting smaller. For proteins in the buffet, they are offering more cheap fish and less premium meats, roast beef, hams etc.
They are moving away from included excursions to where all excursions will be chargeable. And to save money, Silversea is tendering more and more each cruise, instead of docking to save the port fees. This means docking further away from the centre of towns and having to use limited shuttle bus services. It's cheaper for Silversea to hire 1 or 2 buses than to pay docking fees.
And don't be surprised if they add more tendering ports as your cruise progresses. It was happening every cruise. It's an ongoing attempt to cut costs at the expense of the guest experience. But they're not worried because they've now grouped the RCCL, Celebrity and Silversea loyalty programs into ONE!
As such, whatever Silversea guests they lose as a result of all the cutbacks, they can easily replace them with guests from Celebrity and RCCL because their loyalty level at RCCL /Celebrity will be recognised equally with Silversea Cruises.
For the money you are spending on Silversea cruises, you should expect a luxury experience without compromises or excuses.
The booking experience is terrible. Poor customer service, hardly respond to emails or calls and never come back with fulfilled requests. I had used free cancellation option for Antarctica cruise while booking and had to cancel well ahead of 6 months before the sailing date. Received cancelation confirmation on time but no refund yet, it's been a month now. I haven't received even an email response to my multiple emails to various departments. It's horrendous. I wonder how they might be treating their customers on board. Pathetic!!
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