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My wife and I have taken numerous cruises and have always had pleasant and memorable experiences. That came to an abrupt end this past Sept. when we were on an Oceania Cruise in the Mediterranean. I rely on internet service for my business and on past cruises have encountered slow service at times. No problem. On this cruise I had no service. (No connection at all.)
On the ship, staff told me to keep the door to our penthouse suite open whenever using the internet. That was their only solution to the problem. Because I spent a lot of time on the computer, we essentially gave up our privacy by having the door open so much. After we returned home, guest relations answered our complaint by constantly giving us the company line which was that they do not guarantee internet service. It was a frustrating experience to deal with guest relations and constantly being told that the situation could not have been handled any differently.
We chose the Oceania Riviera because we liked the itinerary and were more interested in the ports of call than being on the ship itself. Good thing, because the quality of the cabin, food, service, etc. was all mediocre at best.
Short and sweet, my husband and I have sailed with Oceania a few times, very happy with ships, and service and ports of call. Recently I lost husband suddenly to an accident, we had talked about a cruise in March 2019 and I thought that I would like to fulfill that by experiencing a cruise by myself, knowing I would feel very safe and secure by myself. Well, I received a price on an 11 day Caribbean cruise and discovered that for a single they charge 200%!!! I did not choose to be single, and I realize that it is more expensive, don't know why, only 1 person to feed, clean after or serve drinks to, it should be cheaper. Will definitely not be sailing with this company again, sad, but true.
Great crew, great service, food was excellent. They did have some scheduling troubles but it was not in their control. We had a wonderful experience and will do it again on Oceania.
We were put off the ship in total error for which they let us back on after we spent $6000 and three days trying to get back to the ship. It was their error totally and yet they paid us nothing and we did not even get an apology. We both were sick from the experience and missed another two days. This is absolutely the truth...
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Oceania Cruises is great. Cruise not too crowded, beautiful ship. We loved our PH2 room, wonderful staff, never had my room cleaned so much. Passengers friendly and the food was fantastic.
People who service rooms rude. Excursions - 1st one guide left us partway through. Last excursion was to be 4 hours and was cut in half. Food was generally very bad except for 2 times. Paid for upgrade to get concierge, not there 1st day which is typically the most important day (to get questions answered).
Once we started with Oceania we did not want to go on other ships. They are small but so relaxing and the food is outstanding, along with the service.
Hubby and I just back from a wonderful cruise around the med. The staff on Riviera are just the best. However, Concierge and Ambassador are a waste of money and time. We were left an unpleasant message on our phone saying my husband had booked a massage and as he had missed his appointment they were charging us $170. We knew nothing about it and if he had booked it would have been for me not him. I called the spa and told them it must be a mistake and the female on the phone said, "Your husband has spoken to us already. Goodbye!!!" My husband had apparently called earlier telling them he did not and would not have booked a massage and please remove the charge which she did.
We complained about the way we're spoken to and the threat on our phone and promised they would find out what had happened... three weeks later we are no further forward. We then went to the 'Ambassador' office to book another cruise. The female in there practically ignored us. Did not invite us to sit down and was no help whatsoever so we left and did not bother. Our first cruise was wonderful. But second time around we saw the splits in the seams. Not as perfect as they make out.
My traveling companion and I were on the Oceania Riviera Mediterranean 12 night cruise in May/June 2018. We had a veranda stateroom which was disappointing. The carpeting was stained. The pool was too deep to stand so we couldn’t use it. But the real problem began upon disembarking at the conclusion of the cruise. We were the first group off the ship at 7:15 a.m. One of our carry on bags was nowhere to be found. We filed a missing luggage report at the cruise terminal. We had a cab waiting to take us to our early flight at the airport in Barcelona so we had no choice but to leave without the bag. When we returned home we opened a claim for reimbursement with our trip insurer and began the task of itemizing everything.
Nine days after we came home we were notified that the suitcase was found and was at the terminal in Barcelona awaiting verification including a copy of the passport with which we complied. The lost luggage was finally returned two weeks from the date it was lost. The trip insurance company notified us that since the luggage was found the case was closed. There would be no compensation on their part. Meanwhile we had incurred expenses to replace the missing items since we were going on a short trip to New York for Father’s Day. We emailed the guest relations supervisor of Oceania requesting compensation from them for all they put us through.
We waited three weeks for a response to no avail. Then we mailed a certified letter to the CEO of Oceania. A week after that we got a nasty email from the supervisor falsely claiming that we received an automated response and we should have been more patient. She denied our request for compensation but hoped that we would sail with them again in the future. That’s never going to happen. We are seasoned travelers and have never experienced the indifferent attitudes of this cruise line.
Like many people in our age group, my BF and I have always wanted to go to Cuba. After some research, we determined that the best way would be on a cruise. I have cruised many times on smaller, luxury cruise ships but my BF had not cruised. He was opposed to cruising but I convinced him it would be fabulous and that the pay off would be to visit Cuba, an adult life goal. I was so excited when he agreed because I was very hopeful that a great experience on a ship would open up many more cruise opportunities for us. Unfortunately, the opposite happened. First, the good. The common areas were very nice. The staff, for the most part, were cordial. Some of the food was good. The bed was very comfortable. Our cabin staff was great. The entertainment was good, not exceptional but good. The not so good. The pool was in dire need of repairs, tiles were coming off everywhere.
We had a veranda room, which is one with a balcony. The room was claustrophobic at best but the bathroom was unacceptable, actually horrible. It was made of plastic and so small that one person could barely get in there, much less two. There was only a shower, not a tub. The shower had a dirty shower curtain, not a door, with cheap shower hooks. We finally ended up getting dressed separately and would meet somewhere on the ship as you couldn’t open the bathroom door if one of you was at the closet (got banged a few times so that was that). The carpet needed cleaning, there were no wine glasses and not enough hangers. We were able to get them by calling however, they should’ve been in the room.
The food was probably one of the biggest shocks. Cruise ships are known for their unending great food available 24 hours a day. Not the case here. Room service was limited to set hours, which were also very limited. Breakfast options were the main dining room, up until 10 am and a buffet until 10:30 am. We tried the main dining room three mornings, once was good, next time horrible, third time couldn’t get waited on and there were maybe 5 tables of people, so we left. We never had good food at the buffet. The exception was the fresh fruit which was good and the coffee was good and had espresso and other gourmet options, thanks God for that. The rest was awful. The food in the main dining room, where we ended up having most dinners, was good, sometimes. But it was inconsistent and never up to the level it should've been.
I could say more but hopefully you get the idea. But a word of caution, if you need internet service, be VERY CAREFUL. I thought I was just checking out their internet and costs, etc., but after looking at the costs, I decided not to use it. However, somehow I must've signed up, not sure how. I found that out because during the trip we got an interim bill, I guess to remind you of what you’re spending, kind of a buzz kill, but in any event I had about $125+- internet charges!
I knew this was a mistake so I visited the internet center manager. He curtly told me I HAD signed up and had promptly stayed online for about 45 minutes, I was in shock. My BF said I had probably signed up by mistake and had left it ‘open’ and gone to take a shower. Turns out if you didn't sign off, again not sure how I even signed on, it clocks chargeable time. He was the rudest staff person I have ever met on a ship and refused, almost gleefully, to do anything about the charges. That alone would keep me off another cruise with them as on their ships, the customer is not always right.
I returned 19 days ago from my third Oceania cruise. The first two lived up to the hype. But after the third cruise I will never travel with Oceania again. It was a 16 Panama Canal cruise from Miami to San Francisco with only 7 port stops along the way. Enroute to Cartagena, Colombia the captain announced that there was a problem with one of the engines and, although we would still be traveling to Cartagena, the passengers were not allowed to disembark. So we just floated around in the waters of the coast of Colombia. After the Panama Canal transit we were to finally disembark in Nicaragua. Captain announces that for our safety we won't be disembarking.
Seven port stops in 16 days and they blew off 2 of them. We arrived an hour late for a short stop in Cabo San Lucas, making matters worse. But wait! We were scheduled to arrive in San Francisco at 8:00a. The day before disembarkation the captain announces we are going to be 2 1/2 hours late to San Fran due to weather. Those of us who booked our own air were scrambling to rearrange flights (with no phone connection). Three hours later the captain announces that our route to San Fran has changed and we won't arrive until after 3p! We were among the first passengers to disembark around 4:30p. They offered us free drinks for 2 hours to compensate for this fiasco. I overheard their onboard booking agent Susan saying, "Oh, they're all drinking now so they'll be happy."
I don't know what REALLY happened on this cruise, but I suspect that there were engine problems the entire cruise which caused the cancellation of 2 of the 7 ports, and caused our arrival to be pushed back twice. Because my city of Portland, Oregon is not considered a gateway city in Oceania's included airfare, it costs much less for me to book my own air. So these capricious changes cost us dearly in change fees and cancelled tickets with the airlines. And we think Oceania wasn't honest with us regarding the delays during the entire cruise. The ship is beautiful, the crew is outstanding, the food is over-rated. But there is something rotten at the top. Cruising can be great. Go with a company who cares. Don't go with Oceania.
My complaint isn't so much with the ship but with their corporate offices. The ship was ok... The room was extremely small. During my trip I got pneumonia... Long story short 3/4 of my 21 day trip was spent in the hospital. In trying to dispute the charges that were billed to me in my 15 minutes in their infirmary and AFTER I departed the boat the company as a whole has been terrible. They repeatedly gave me an invalid email for customer relations. And when I finally sent a registered letter they responded with a letter of apology with my name at the top but the incorrect booking number and incorrect medical charges.
When I then called the corporate offices the employee would not even listen to me about the mistake. She stated that she could not even listen. It had to be on paper. Whether that is true or not it's still bad customer service. The whole company has given me nothing but the runaround since day one and we should have backed out before. But it was too late to get any decent amount of money back. With the amount they charge I would NEVER use their company or their parent company Norwegian ever again. And I will NEVER recommend them to anyone and would steer anyone clear of their companies. And also the travel agency GoNext that they work with.
I can’t even imagine a more perfect ship and crew. We were in a Penthouse suite on the Marina that was positively gorgeous, the food was outstanding, the unlimited internet was truly unlimited and consistent (it's a ship so obviously with 1800 people using Skype consistently or streaming will not be perfect). There was nothing that could not have been better. Before the cruise we did call the CS dept to see about getting moved to be in the same cabin on our B2B and they could not have been nicer, more professional and efficient than they were. We encountered a snag with our shower leaking and had to be moved for a night while they fixed and Oceania without question compensated us for the inconvenience. I can’t say enough about the crew and officers, they went above and beyond. Always with a pleasant attitude and a smile. I would highly recommend Oceania and I for one will only sail with them in the future!
My wife and I are presently on board the Oceania Regatta for the first time and we are very satisfied with the service and quality of food especially on our cruise with Oceania. However we are disappointed with the internet service that was promised. The Oceania promotion talks of UNLIMITED internet but I now realize too late that this service is in fact very LIMITED! I was counting on using Skype to communicate with our children and grandchildren, on Magic Jack app to use as a telephone and had even suspended my other regular phone service, on YouTube to enjoy sending short videos of our cruise BUT I now find out that all those normal web service are not available on Oceania Regatta. Is this UNLIMITED INTERNET?
I am disappointed in Oceania for its misrepresentation and false promotion. I thought that Oceania was a reputable classy company and that it did not have to resort to such cheap deception! If it can’t technically provide a full internet service why not CLEARLY say so, be honest and say like it is? The promotion does not mention clearly these limits but rather deceives us by underlining the UNLIMITED access. This aspect of our wonderful cruise so far creates frustration and general disappointment in a company that was referred to us as doing all it can to satisfy its guests!
My husband and I were on our third cruise with Oceania, this one an Asian cruise. Because of special offers onboard for future cruises (cheapest possible rate, for example), we signed up for one to Norway that was scheduled the following year. That cruise was not yet officially listed even though the Oceania representative had talked about it in his presentation, so he said he put us on a "place-holder" cruise. Once the Norway cruise was listed, we were to change from the place-holder to the Norway cruise. The rep said that we would have three months before the actual cruise to cancel and get our deposit back.
Once the cruise was listed and we saw that it would spend a minimum amount of time at the fjords (not what the rep had told us), which was our main interest, we called to cancel. Although it was four and a half months before the cruise, the person we talked with on the phone (I think his name is Manny) said that we had missed the cutoff by two weeks and that Oceania had sent us an e-mail message about the change. When my husband eventually did find the message, it was buried in a slew of information. We have paid Oceania a lot of money for the three cruises we took with them, but we don't plan to give them another cent -- and have certainly quit recommending that cruise line it to our friends and family. Apparently, they are not an honest company.
We have cruised with Oceania seven times and after my experience on my last cruise on Marina from Amsterdam to Barcelona, 23 days, in September/October 2017 I will never cruise with that company again. I thought we had a great rapport with the crew members who looked after us, but after leaving the cruise I have very serious doubts about the sincerity of the crew members as a whole.
Long story short I accidentally left a drawer full of clothes in my stateroom which I did not discover until my return home some 30 odd hours later. I immediately contacted the Australian contact (by email as unable to actually speak to a person) to report the matter. Note, a drawer full of clothes, not just one item. Three items were bought during our holiday and had not been worn.
The first response was, "Sorry, nothing found." When I persisted there supposedly was a more in-depth review, with the same result. "Sorry, nothing was found." Now, how can that be! Voila, the disappearing drawer full of clothes. I believe the drill is that items found are taken to lost and found and if they are claimed are held onboard until the ship berths at Miami when they are couriered home at the owner's expense. Terrific. Just what I would like to have happen. So, sorry Oceania, I feel very badly let down by staff and crew both on and off the ship and would never feel comfortable sailing on your cruise line again.
I went on a 12 day Baltic/Northern Europe cruise with Oceania July 2017. I had gone on 14 previous cruises and this was by far the BEST cruise. The customer service was fantastic, food incredible, and each port was fabulous. Our room steward was excellent. We loved afternoon tea, playing trivia, and the library was very cozy. The specialty restaurants (included in fare), soda, special coffees, and bottled water were all included as well. You can bring on as much wine, beer, and liquor as you want. They don't nickel and dime you for everything.
We got 3 free excursions included as a perk and utilized Viator for 5 other ones. They had truffle burgers in the burger place, free milkshakes, and the dining room had great food. They are smaller ships, so they can get into more ports than the monster ships can and they go to more ports on a cruise and don't spend extra days at sea. On this 12 day cruise we went to 10 ports with 2 overnights. We booked a Cuba cruise in 2018 that goes to 3 different ports in Cuba and overnight in Havana. Love Oceania!!
The first thing that caught our attention was the service. Every aspect of the service was extraordinary. We have been on many cruises (coming up on our 20th), even some on the better cruise lines and to date the service on Oceania has been unmatched and by a large margin. This was for the June 25th, 2017 sailing of the Nautica.
The service was so anticipatory that there were virtually no things we had to ask for after the first couple of days. In fact to further exemplify the point, the service was so good that we are not sure that even Oceania will be able to deliver that level of service again. However we look forward to the future when we can make that determination. Often on cruise lines, we note a drop off in service from the main Dining Room to the buffet, but not on Oceania. In fact, it is remarkable to us that most of the wait staff and even some of the culinary staff took the initiative to find out who we were and then called us by our names for the remainder of the cruise. Impressive when you consider there were 500 or so customers on board.
We want to share one other thing. On many cruise ships it is easy to discern who are the managers and who are the waiters and busboys but the service on Nautica was so integrated that it was hard to tell the difference. For example on other cruise ships there were certain things that managers would and would not do. For example if looked like we needed something, a manager would come over and then personally satisfy the request rather than send someone else to do it. Lead by Example Service Delivery works both for the customer and the organization. We noticed this for the service delivered to us and others.
The food was good in the buffet, but it was better in the Dining Room and in the Specialty restaurants. This is not unexpected and was consistent with other lines we have traveled on. In fact, the food in the Main Dining Room was superior to all other lines we have traveled on (as you would rightly claim). There were probably a few dishes that we wished would have shown up on the menu but what was offered was excellent.
The quantity and flavoring of the food was outstanding. So was the temperature. Often the plates were too hot to even touch but this keeps the food hotter for a much longer period of time. The same occurred in the buffet where we often had to be given a napkin to handle the plates if the server determined they were necessary. The Gala Tea ceremony was excellent in every way and the hard work of the culinary and waitstaffs was evident. We really appreciated the effort and enjoyed the results of their labors. Not only was it beautiful, but the quality of the food was in a word, excellent.
We note to you however that it is almost unfair to recognize the crew members we did because the service was so outstanding from the most experienced to the least experienced. However we tried to identify those that we believe went above and beyond the call of duty. For those team members we did not formally recognize in this letter, the service was still outstanding from them; truly outstanding. Having been involved with quality in organizations in our professional life, we recognize that it is indeed a rare organization that can deliver consistent service from the least experienced to the most experienced individuals.
I've just finished reading the other reviews and am sorry that other people had horrible experiences. It led me to want to present the other side. Five years ago we took our first Oceania cruise and have been with them yearly ever since. Fortunately we've experienced only minor weather changing destination/times and none of the illness others experienced. But then again, we've been on other cruises lines, eaten mediocre (at best) food, treated like herded cattle, and not felt like a guest. On Oceania, you feel like a treasured guest. It's a joy to be onboard. The captains have always been outstanding and the staff highly concerned about food safety. You'll never scoop your own food at a buffet, for example.
We prefer the size of the ships and the locations we can get to, the crew to passenger ratio, and the casual dining. The specialty restaurants are delightful, love, love, and no extra charges. Ice cream included. Barista included. Great spa. (On another cruise line, I swear I saw the person who gave me a massage dancing in the evening show and neither were her forte...) But our truest allegiance came last year when we got a horrible middle of the night phone call regarding a car accident of a loved one. We were in shock and grief. We called the front desk to find out about docking so we could get flights and they were not responsive but from the minute our butler found out what was going on, he took charge, notified the captain who made sure we got to port hours earlier than planned and brought us coffee.
Our butler, with a team of butlers, escorted us, each rolling one of our bags, from our room to the tender and from there stood in the tropical sun, dressed in full formal attire with us to wait for our next boat to the airport. Here's an example of the level of formal comforting casualness of Oceania: While the butlers were in their full formal attire, professional at all levels, one of them knew that I love a certain candy on the ship and so he put handfuls of them in my bag along with water. Upon arrival at the airport, there was someone there to make sure we were able to get on the ship. We got home in time to say goodbye at the hospital and be with our family.
The next week, I got a phone call from a dear kind crew member who was inquiring as they were thinking of us. He was calling on his own time and a year later it still brings me to tears. Is Oceania perfect? No. Are any of us? No. Is the weather? No. But I will tell you that they came really close. And while not every person that works onboard is going to be ideal, and we've experience a few, most of them, a very high percentage of them, go so far above and beyond. Way beyond. So don't be scared away. If you haven't been on one of their cruises, go. It's a real treat.
My wife and I booked a cruise through American Express Platinum Travel Services. The Oceania cruise started from New York City on October 18, 2016 for ten days going to Martha's Vineyard, Boston, Bar Harbor, and Halifax, Nova Scotia. Each port was to be for one night. Then the ship was scheduled to go to Bermuda, spending a little more than two days at sea, a day and a half in Bermuda and approximately two days at sea on returning to New York City on October 28, 2016.
We made each scheduled port through Halifax, Nova Scotia. At that point the captain said the weather conditions made it too dangerous to proceed to Bermuda. I fully understand that the safety of the passengers, crew and the ship made it impossible to proceed to Bermuda. However, five and one half days of a ten day trip, in excess of 50%, was to be going to, staying, and returning from Bermuda. The remedy of the captain and Oceania Cruise Lines was to instead, spend an additional day in Halifax, then one full day at sea in order to use up time. Then one day in Portland, Maine, another day at sea to use up more time and then one day in Newport, Rhode Island. These substituted ports were in cold rough seas. Additionally, we were offered a $250 per person credit on a future cruise. I find this remedy to be both inappropriate and offensive.
While the captain knew the condition en route to Bermuda was dangerous, he also had to know that the weather conditions in the North Atlantic Ocean off the coast of New England would be difficult and uncomfortable as well. In fact there was an announcement while we were in Newport, R.I. for everyone to be careful while walking and to hold on to the handrails as the seas were quite rough. The ship should have proceeded to New York City directly from Halifax, Nova Scotia and Oceania Cruise Lines should have provided refunds to the passengers. My cost for this cruise was in excess of $5,800 per person. I feel a substantial monetary refund is in order.
I admit the food and service on board the ship was outstanding but because more than 50% of the trip's itinerary was substituted and those two days at sea were a complete waste of time, rendering some of the ships amenities useless. Since we stayed in cold and stormy weather, the swimming pool and hot tub could not be utilized. On the next to last night on board at the show the Captain admitted that this had been a very difficult cruise. When does the cruise line take responsibility for not having a better alternate plan? The offering of a nominal credit on a future cruise is truly insulting. If I had purchased a suit and it turned out to be made of defective material, a pair of jeans and a 5% credit the next time I purchased another suit would be just as ludicrous.
My travel agent pushed Oceania Cruise lines so I booked a cruise a year in advance to take advantage of their (so called) "early booking" discount, which was show to be 1/2 of their normal charge. We were promised, also, free gratuities and six shore excursions for each my husband and myself. As they were booking our airfare, we told them we wanted to get to the first port two days early to enable us to take a comprehensive tour. Well, they booked our arrival the day of the cruise so we had to cancel our plans.
As the months wore on and we started to receive many brochures regarding Oceania line, we noticed that the fare was more than $1000 less than our "early booking" fare. Oceania adjusted our fare to reflect this lower price but then eliminated our "free gratuities". They will not "fix" this and I feel that their advertising practices border on outright fraud. I had no problems on board with service and cleanliness of our stateroom as well as meals. But being "cheated" voids all good feelings about Oceania lines and I am recommending that you avoid them!
I was inquiring about a quote for a cruise scheduled for July 2017. Mary at their website gave me the information and was told I had to respond by Sept 9th to reserve. Within 3 days of my request for the quote I was told by Mary I had to forward $1500 by Sept 4th to hold my reservation. I had not made a reservation, and understood I had until the 9th to decide. This reservation and deposit would be almost a year in advance and I didn't have through Sept 9th to reply, please??? POOR CUSTOMER SERVICE. I WILL CONTACT A DIFFERENT CRUISE COMPANY.
We had booked an Alaska cruise for May 20th 2016 leaving from Vancouver and disembarking in Victoria. The reservation was made in Nov 2014 and we received many confirmations from Oceania. Then 11 days before departure we were notified we could not disembark in Victoria but would have to continue on to Seattle. Although we were assured Oceania would get us from Seattle to Vancouver somehow they could not confirm those arrangements. We asked for a flight from Seattle to Vancouver but that request was ignored.
Since, due to health reasons, long road trips for me are not recommended and they could not give any assurances we would not be driven from Seattle to Vancouver so on May 16th we cancelled the cruise. As it turned out the mode of travel offered to got from Seattle to Vancouver was by road and the notification of final travel arrangements was not received till May 20th, the day of departure. Due to the late cancellation Oceania won't give us a refund or apply the funds to a future cruise however we only cancelled due to them changing our departure point at the last minute. Needless to say we will never cruise with Oceania again and thought others should be warned.
My wife and I were booked on the cruise on Insignia in May-June 2015 from Australia to Tahiti. It was 21 day cruise. I got badly sick and fainted seven times in eight days, so we decided that I should return home from New Zealand. I asked if Oceania would cover a part of my return flight because I had already paid for flight back home from Tahiti. The Oceania representative refused to consider the issue. I asked him if it was Oceania's practice to have monetary gain of sick customers. He replied that it was so. Considering that I had already paid for the last 12 days of the cruise and the airfare, Oceania had quite a monetary gain from me. I wrote to Oceania's customer service about the issue, but never got any reply. I have been on four Oceania cruises and my Wife on seven. One would think that they would have some flexibility for loyal customers.
Within 36 hrs. of boarding Riviera (Oceania cruise) we were sick along with almost 100 other passengers. We were quarantined in our cabin for 2 days. Aruba health officials would not let the boat dock (as the ship was carrying too many ill people). Although we recovered we were prevented from going on most our excursions. The indifference shown to us was unbelievable. No attempt was made to compensate us. First they make you sick and when you are well they prevent you from enjoying the rest of your trip. This was suppose to a trip of a lifetime. Instead it was a trip from hell.
We were in suite 8061. We left the Kiel Canal and entered the North Sea. The weather and conditions changed as soon as we entered the North Sea and it began to get choppy as early as 5pm. The Cruise Director came over the PA system saying that the weather would be a bit rough for a few hours but would then settle down before 9pm that evening. Subsequently, he corrected this saying that the weather would be rough until maybe 11pm and that the show in the theatre was being cancelled. We had booked to eat in the Toscana restaurant at 8.30pm but went to the restaurant and cancelled this at about 7.30 pm as we felt that there was no way we could enjoy dinner given the weather conditions and effect it was having. We could at this early stage see that people had been sick and that older people were having difficulty maintaining their balance throughout the boat.
We proceeded to the Terrace restaurant just to get something light to discover that there was only one other guest in the entire restaurant clearly because people were afraid to try and eat. We went back to our suite passing evidence of people being sick along the way and decided to stay in our suite. Many items were already on the floor arising from the ships movement, and we secured others, before going to bed.
At approximately 1.30 am we were awakened by an almighty noise from within the room as well as a severe rocking of the ship. We managed to turn on a light to discover that we were covered in broken glass with large shards and tiny fragments all over the bed, including a large piece just a few inches from my wife's face. The glass table had been thrown across the room and smashed in pieces. The chairs and the bedside lockers equally had been thrown across the room taking with them our respective spectacles, without which both myself and my wife are effectively blind.
We attempted initially to get to a phone across the room but I received cuts to my feet in trying to do so from all the glass around, which I could not avoid. Eventually, I managed to find a pair of slippers and walk over the glass, to the phone and rang 02 the number for our butler. As normal this went to a message saying to hang up as the number was being paged. We waited and waited, but no message back ever came. We again went to the phone and this time rang reception who advised us to put everything on the floor and that they were very busy dealing with events on the ship.
There was no attempt to understand our plight or our stress or the fact that our room was covered in glass and we couldn't see any anything and that we were both in shock over what was happening. Reception did say they would send someone up and after about 10 minutes a staff member arrived, took one look inside the door and said they would get a hoover, for the glass. They did not enter the room or see the full damage or seek to see the state that we were both in, arising from our shock.
We waited and waited for someone to come back and after about a further 30 minutes we again rang reception who again said they would send someone up. A few minutes later a senior house staff member came to the door and immediately called for a team to be brought in to help. In fairness, we would say that once they came this particular team were really good and understood our situation. A special word of thanks is due to for her kindness and understanding. Having spent some time cleaning the room the Senior staff member advised that she would like to move us to another suite for the night so that she could ensure a full clean up before we used the suite again as they would need to ensure that they had fully dealt with all the glass. We were happy to do so.
When we got to our new temporary suite, both of commented on how it was that we had been through over an hour of serious stress where we concerned about our welfare and that there hadn't been a single communication from the bridge of the ship to say everything was alright. Clearly something big had happened, but there was no communication or reassurance from anyone as we felt trapped in our suite for over an hour, awaiting help.
We were even more shocked early the following morning when an announcement did eventually come from the Cruise Director making light of what had happened and saying that we had been hit by a freak wave, but there had been only Cosmetic Damage to the ship and that is a direct quote, from him. This was followed by a similar message from the Captain, again making light of our personal experience and the shock that we had suffered. We felt isolated and ignored during the incident. What for instance if my wife face had been hit by the 5 by 1 inch shard of glass that landed inches from her face? And now we felt that no one took the matter seriously, and had no regard for the trauma she (and I to a lesser extent), had suffered. The damage to our room which can be seen on the attached video and to our personal well being and safety both physical and mental, was now being dismissed as cosmetic and/or not serious.
We subsequently raised the matter with our butler as to why our call had not been returned when we were in the middle of such trauma. He advised us he was off duty but that the call should have gone to someone else to answer and that he would raise it with the Concierge. He later informed us that he had informed the Concierge, who would be in touch with us directly. We are still awaiting his call!
Subsequently, that day we went outside on deck 5 and took photographs of the so called cosmetic damage. These included as you can see from the attached photographs, a full metal door being ripped off its hinges resulting in substantial flooding, metal boxes containing life jackets being ripped off their connections to the wall of the ship, the top hand rail on deck 5 being ripped off and damage to the ceiling of the ship on deck 5. We respectfully suggest that all of these constitute substantially more than cosmetic damage! And that we were mislead totally by both the Cruise Director and Captain, when eventually, they did communicate with us.
We also have been given to understand what has been described as being cosmetic damage and nothing serious actually resulted also in Guests sleeping in the corridors as it made them feel safer than being in their rooms. A number of people suffering physical injury requiring medical attention including broken bones. A number of people leaving the ship at the next port of call. Arising from all of this, we have a number of serious and we believe essential questions that Oceania need to respond to. Amongst these are the following;
Given the state of the weather leaving the Kiel Canal /River Elbe, why did the Captain proceed? Even if he did proceed, why when the heavy seas continued, did he not seek shelter? Both this and question 1 above, are of extreme importance given that the Captain is well aware of the age profile of the passengers he had on board who were largely well into their sixties and beyond, and therefore more prone to the effects of a ship tossing about on the seas. Why did it take an hour for any attention to be given to us as distressed passengers suffering trauma, unable to see, and unable to leave their room? Why did concierge say they would ring us, but never did? Or did the butler mislead us? Why is a ripped off steel door and other damage described as cosmetic? Why was no reassurance available from the bridge at the time the freak wave struck and people such as ourselves, were being traumatized and in fear?
My husband and I booked an Oceania Cruise beginning in Rio for Dec. 12, 2015. Oceania said we needed to purchase our visa through them (which they more than doubled the cost of to go through CIBT). They never mentioned a cut off date to send in paperwork. I FedExed the completed paperwork in mid September and received a call on Sept. 22 after they had received and said no problem. I called on Oct. 26 for an update and was told I was in a group to call and tell my visa would not be ready. I made an appointment at Brazilian Consulate but by that time appointment dates were Thanksgiving.
I made a trip to NYC and was told I should not have used CIBT (they are limited to processing only so many). Oceania sales team was totally defensive trying to blame ME!!! This was the WORST experience I have ever had with a cruise line and I have traveled on many - beware they took my money and claim they have no liability. Now I'm needing to pursue them legally - they never even offered me the money toward another cruise.
Having sailed with Oceania previously, we were excited by the prospect of a booking for an African cruise on Nov. 24, only to discover that Oceania actually did NOT offer the special $99.00 pre-cruise as advertised, claiming this was a limited-time offer, even though we just, yesterday, received yet another brochure offering the same special. This is blatantly false advertising, and we have decided to take our business elsewhere from now on. Aside from this "mistake" in their brochures, there were other discrepancies; date of disembarkation listed as 12/8, when in fact it is 12/9: not an insignificant mistake when one is booking air tickets. Goodbye, Oceania!!
Picked unlimited tours for $900 each total of 8 ($2,700) tours. Picked by Oceania Cruises representative who knew grandmother could not walk very well (sometimes needs a walker). Half way with the tours in Barcelona, we took the tour which did not say "not for wheelchairs" in the booklet and guide assured us there was a train and not a lot of walking, not to worry (it was a lie). Guide rushed us and expected us to walk in 5 minutes through 10 lights in traffic just to see the outside of the famous Gaudi church (which we saw with the guided bus earlier).
On the way back due to her rushing, grandmother fell on the street and hit her head, back and elbows. She ended up in emergency room with 8 stitches and over $2,000 in Oceania medical bills. Needless to say the rest of our trip was very limited and went to Oceania rep to alert them we will not be taking any more tours, due to their misleading brochure and guides. They said tour is not refundable, too bad, that they will call main office in Miami to see if they could give us $100 each as a refund. They calculated full price instead of the offered discounted price and it was subject to approval upon return. $100 for half of a service of $900 is not fair! Fair would have been to refund the unused portion.
I just want to warn any future passengers that although they will give you good housekeeping service and take water to your table, when it boils down to the real deal and REALLY TAKING CARE OF YOU, DO NOT EXPECT IT. For such an expensive premium cruise, I did not expect such a poor response at all. THIS IS THE LAST TIME I CRUISE THIS LINE AND WILL TELL ALL MY FRIENDS AND FAMILY IT IS NOT FAIR =(. AT THE VERY LEAST DO NOT TAKE THE TOURS... AND DON'T EXPECT EMPATHY OR FAIRNESS.
Oceania Cruises Company Information
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- Oceania Cruises