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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
On February 15, 2024, my wife and I booked a 32 day door-to-door cruise ( 11/18/24 - 12/20/24 / Cairns, Australia to Auckland, NZ) on the Silver Nova. For the next 11+ weeks our dealings with SiverSea’s transportation department were very difficult to the point of exhaustion. Having been presented with one abysmal flight itinerary after another, we canceled the trip a couple days ago.
One would think that when offering a “door-to-door“ travel experience, they would be prepared to define that experience before the reservation is made. Their claim that a client must book a reservation before they can advise on the specifics of air travel is eerily similar to a “pay-to-play” scheme that one would not expect from a “high-end” operation. The $250/person “administrative fee” they charged us when we canceled was just sad.
We have spoken with others who had similar experiences with SilverSea. If you care to hear more of the specifics, please feel free to contact me.
Sincerely,
Patrick McBride
Scottsdale, AZ
I’m going to entitled this review…beginnings and endings..
I’m going to entitled this review beginning and endings.
We’ve just returned from a 31 day cruise from New York to Lima with a number of stops on Caribbean islands.
The beginning and end were disasters. We arrived in New York after a lengthy flight. We were met by the reps who asked to to wait with a number of other guests. After waiting 45 minutes and complaining we were told that the transport had been delayed but another had been organised. It arrived. We all piled in to a very overcrowded minibus for our journey to our hotel. To make matters worse we picked up 2 more customers to have a very uncomfortable 90 minute trip to New York.
The following day we had hoped for a walk around the city before boarding the ship. Unfortunately there was then a massive queue for breakfast, most of them Silversea guests. We were eventually offered breakfast 30 minutes later.
After a very brief walk we vacated our room. We had to be out by 11.00 am even though transport to the ship did not start until 11.45. More than a hundred guests were then waiting in the lobby with only 2 toilets for the transport to arrive.
It was similarly poor on the way home. We were kindly offered a day room in a hotel,in Lima as our flight was not until 10.15. There were a significant number of guests offered the same facility. However, it would seem that Silversea did not arrange sufficient transport. There was not sufficient space for all the luggage in the underneath of the coach and so 6 or 7 cases were piled in with the guests. Had there been a fire on the coach none of us would have survived. When we arrived at the hotel the idiot boy who was our rep got off the coach and started unloading bags from underneath the coach. The guests were forced to move the bags themselves in order to get off.
Silversea cannot describe the service as 5 or 6 star with the shambles we experienced.
Turning now to the cruise itself which is why I have given Silversea 4 stars. I cannot fault our cabin or the ship. Star were invariable polite and friendly. Not all the staff were competent and some needed further tracing but when issues were raised they were dealt with. I enjoyed the food and there was plenty of variety.
Most of the excursions were brilliant. I particularly enjoyed a jeep tour, some Turks and swimming with sea lions. Others were pretty poor. Avoid the excursions which a long coach rides which are usually pretty bad. On one occasions we’re due to visit some caves but there was at least 60 people on the coach. We got off and did our own thing.
My one objection to the cruse itself was penny pinching. The internet only allowed you to use one device at a time and was pretty slow. You could upgrade to faster broadband for more that one device at a cost of several hundred pounds if I am paying that much for a cruise I expect the best quality internet to be included.
The cost of visiting the La Dame restaurant was extortionate at about £200 extra per person. We didn’t go but those that did go say it wasn’t worth it.
Stop the penny pinching.
However, on the whole we loved it and will probably go again but Silversea could do much better.
Absolutely shocking! They market them selves as 6 stars! You get 1 star service! Continually having to chase things, email after email, call after call with them being dropped, transferred to departments that are closed! Having attitude given over the phone causing you to loose temper and then being told they don’t like your attitude! Well maybe if you did your job correctly and offered 6 star customer service you’d have no issues! Would not recommend to anyone! Issue after issue!
Just returned from a cruise around the southern Caribbean. Every interaction with Silversea has been exemplary, from booking (via a travel agency) to our return home. This was the most relaxing cruise we've ever experienced, made all the more so because you're not constantly signing for extras throughout the cruise. If we hadn't used the spa our extras bill would have been zero.
Our cabin, which was a mid grade one, was incredibly comfortable and spacious, the room attendants and butler were wonderful people who couldn't do enough to help.
In fact it's fair to say it was the crew that made cruising with Silversea so memorable and for all the right reasons
Silversea sits in a category often labelled as "ultra luxury" and it's a fair description of the experience. Is it expensive? well it's not cheap, but neither is it expensive when you consider the experience in its entirety. Would we go with Silversea again? Without a shadow of doubt, and on the cruise we met so many people who were repeat travellers, which itself attests to how good the experience is. We loved every moment of our trip
Man stelle sich vor, dass man den Werbeversprechungen von „Silversea“ - eines der renommierten Luxuskreuzfahrtunternehmen - keinen Glauben mehr schenken darf?!? Das Management wirbt in jedem Werbeauftritt permanent mit dem Versprechen von beruhigtes Zurücklehnen beginnend beim Buchen bis zum „door to door Service“! Der Brand Silversea ist, kurz zusammengefasst, auf das Versprechen ausgerichtet „Luxus auf hohem Niveau, sich um nichts mehr kümmern zu müssen, sich entspannen und geniessen“! Die Vorstellung vom CEO Roberto Martinoli von Frau Barbara Muckermann (Chief Commercial Officer) vom 23. Juni 2021 unterstreicht dieses Vorhaben eindrücklich, dass man mit Frau Muckermann „den gastorientierten Ansatz über alle Vertriebs- und Marketingkanäle stärken will, um das Kreuzfahrterlebnis für die Gäste weiter zu verbessern“. Da kann Frau Muckermann gleich beim Buchungsprozess beginnen. Die Agents beherrschen nicht einmal die Basic‘s einer Kundenbetreuung. Angefangen bei der Nichteinhaltung von Versprechungen (dokumentiert in mehreren e-mails) und keinerlei proaktive Ansätze bei der Beratung und Betreuung. Zum Beispiel: Plötzlich kann man die Verlängerung in Silversea Vertragshotels nicht länger als drei Tage buchen (offenbar auch nicht zum normalen selbstbezahlten Hoteltarif?!?) und empfiehlt „man müsse dann eben selbst ein Hotel buchen“. Verschweigt jedoch, dass dann der Privattransfer Schiff/Hotel und Hotel/Flughafen nicht mehr gewährleistet wird, welches ein Teil des Komfort-Versprechens der Silversea ist. Vielleicht sollte Frau Muckermann sich bei ihren hochgesteckten Zielen grad in diesem Zusammenhang bei sich selbst anfangen. Eine Mitteilung (Hilferuf) an sie auf ihren LinkedIn Account blieb unbeantwortet!!! Die gebuchte Reise steht für uns für eine besondere Zeit mit mehreren runden Jubiläen. Gerade diese Reise Australien / Neuseeland mit der „Silvermuse“ hat sich meine Frau zu ihrem 50igsten Geburtstag aus mehreren Gründen gewünscht, zum einen die Destination, der Zeitpunkt und zum anderen die „Silvermuse“. Letzteres deshalb, weil wir vor einigen Jahren beim Schlummertrunk in Venedig auf dem Markusplatz plötzlich die Silvermuse auslaufen sahen und wir uns bei einem Glas Champagner versprochen hatten mit diesem Schiff auf eine Reise zu gehen. Und genau dieses „Geschenk“ wird bereits bei der Buchung mit einer derartigen Behandlung des Kunden extrem geschmälert und damit die Vorfreude genommen. Die Silversea ist uns bekannt und wir hatten bereits einige Kreuzfahrten auf deren Schiffen genossen. Der Service an Bord war jeweils exzellent! Umso weniger verstehe ich dieses Vorgehen. Als Kunde ist man offenbar auch bei einem Luxusanbieter hilflos. Selbst der schriftliche Hinweis - ich möchte mit einem Supervisor in dieser Angelegenheit sprechen - bleibt unbeantwortet. Dass ich unter anderen Umständen diese Reise stornieren würde liegt auf der Hand, aber das einmalige Zusammentreffen von eigentlich freudigen Ereignissen lässt dies leider nicht zu!
Booked a cruise around the UK from, and back to Tower Bridge in November 2018. Paid in full December 2018.We were to travel 13th May 2020
In March 2020 the country went into lockdown, particularly badly hit was London.
The cruise was cancelled, as was always going to happen, on 24th April. This in my view was far too late, as with the circumstances as they were it would have been extremely stupid for a cruise to depart from London, with I suspect many people who were over 70 and considered vulnerable. We were in that category. I telephoned Silversea several times, to always be told the same "at the moment the cruise will still be sailing"
We now have to wait between 60 and 90 days to be refunded a considerable amount of money because they have insufficient staff to deal with the demand for refunds. Why? Because they have furloughed the staff and our government are paying them.
They will have had our cash for over 18 months, assuming we get our refund in their timeframe.
The staff on the telephone are very polite, and I feel sad that they work for such a poorly run company. Apparently they didn't see this demand coming!
It was the first cruise we had booked with them, we did it on recommend, but would never use them again. Other cruise companies are treating customers much better.
Very Disappointed
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