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| What The Travel Ads Won't Tell You |
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The World's Top Ten Cruise Lines THE ROYAL CRUISING SOCIETY
A subsidiary of Churchill and Turen Ltd. RATINGS UPDATED AUGUST 26, 2009 Our ratings are based on our own independent inspections, reports from the thousands of members of The Royal Cruising Society, and the best quality evaluations from both the consumer and industry trade press. Our standings and scores are updated on a bi-monthly basis to include new ships, on-board policies, and product enhancements. Cruise lines do not know when they are being inspected and we do not accept advertising or compensation in conjunction with our product ratings. There is a great deal of misleading information offered to the public about the relative merits of various cruise lines. The biggest lines have the biggest advertising budgets and, often, the smaller, higher quality cruise lines are not as well known to the general public. We believe that the Royal Cruising Society list is the best first step to planning a truly memorable cruise vacation.
There are some recent developments and trends that have not been widely reported in the press. This is what the ads won't tell you:
THE WORLD'S TOP TEN CRUISE LINES
# 1 - THE WORLD OF RESIDENSEA
The problem for The World is that it has no earthly competition. Not only is it the top-rated ship in the world - it has, quite literally, redefined the genre. This is a ship that competes with the world's best resorts at roughly the same price point for rental guests.
And therein lies the rub. The World, by design, travels the world in silent splender, neverr calling attention to itself or the fact that the owners actually have a rental pool that permits cruisers to board and disembark at virtually any port with an airport. While owners, who have paid from $1.4 to $7.9 million dollars for their leasehold "ownership", have to pay for meals and drinks, renters will find that the price of their cruise includes drinks, all food, and even gratuities. Renters are also spared the current $240,000 annually that owneers pay in annual and service fees.
The ship is literally "sold out" for every voyage for the life of the ship. There is no sales force because the only unjits for sale are offered by current owners. Fewer then two dozen travel firms are favored with selling the World to clients who seek something truly different then mainstream cruising. Word-of-mouth is minimal since no more then 50 or 60 rental guestst are sailing at any one time. About 50% of the owners are from the United States.
The World has earned its designation as The World's Most Luxurious Cruise Exerience. Although it could, by most measures, carry 1500 or so passengers, she generally sails with about 175 total guests. This one-of-a-kind ship sails the world, stopping in interesting ports for extended stays. The food is outstanding. Portraits is the top-rated restaurant on any ship currently sailing. There are trhree-bedroom/three-bath apartments, two-bedroom-two bath apartments, one-bedroom apartments and spacious studios. All feature balconies..
# 2 - SILVERSEA CRUISE LINE Silverseas wouild rank as the World's Best Cruise LIne if Residensea did not exist. itineraries tend to Europe, South America and Asia. Picture just a few hundred kindred travelers of the CEO variety.
Important Note: In April, 2009, the line's two-top US-based executives were unexpectedly replaced by Silversea's overseas owners. Within the week, it was announced that the former head of sales and marketing at Regent Seven Seas was being brought onboard to oversee Silversea's operations in the States. This is seen as an attempt by owners to provide some new approaches to filling Silversea's ships while controlling losses. Clearly, Silverseas will continue to be one of the world's top-ranked cruise lines. Turmoil in the Stateside office does not necessarily translate to services being provided to guests at sea. But we believe that this change in management will also signal some changes in direction. Consumers can expect new discounting strategies and some changes to the onboard product. This has already started to happen with a new, massive discounting program that will include more then 50 sailings at two-for-one rates. In another management shake-up, Silverseas has fired more then twenty employees in a major cost-cuttingh move. Those seeking more stability and owners with deep pockets might look to Seabourn Cruises as a possible alternative. In August, Silverseas announced that virtually all 2010 sailings will be sold at 60% off with most also including Free Round-Trip airfare from major gateway cities. This is a rather astounding offer from a line never known for creative discounting. A move like this will be seen, by some industry observers, as an almost desperate attempt to fill beds in 2010, considered by most cruise line executives to be the most difficult challenge they have faced in years. But 2010 brochure rates have been adjusted to absorb some of the new discounts. Silverseas current pricing offers will be capacity-controlled, meaning they will go up as the sailing date approaches and a certain percentage of cabins are pre-sold. But the bottom line is clearly that, right now, for sailings in 2010, Silverseas might represent the best overall pricing value in the industry.
# 3 – REGENT SEVEN SEAS CRUISES Regent is the perfect blending of casual sophistication, lots of options, and the largest cabins in its class. The 700 Guest Mariner and Voyager have hit the sweet spot of available space and amenities to match. The Navigator, at 490 guests, is ideal for those seeking a more intimate experience.
REGENT SEVEN SEAS CRUISES SOLD: BACKGROUND STORY
We can report that Regent executives are generally thrilled with the purchase. The brand will remain separate, they are out from under ownership of the world's largest travel agency chain, and they are now part of a group with several billion dollars in investment assets. It is, in many ways, the dream buyout and we anticipate that Regent will make rapid strides in terms of growth. Update: As of June 2009, Apollo has taken some major financial hits leading to speculation that Regent is not as solid, financially, as first reported. The line's aggressive discounting program in the summer of 09, together with the announcement that most shore excursions will be offered on a complimentary basis on all 2010 itineraries has spurred business and Regent now enjoys the highest occupancy rates in the luxury sector. But yield is down and the long-term effects of the lowering of profits is still to be entertained. At this point, there is absolutely no evidence of cutbacks of any kind. The Mariner and Voyager's new Prime 7 Steakhouse concept has been a major success story. The question regarding Regent and several of its top-rated competitors is how do you successfully pull back from two-for-one pricing when the consumer has learned to expect it. Regent's 2010 European Cruises are the most inclusive currently available. Virtually all sailings feature Free Air and Two-For-One pricing plus free shore excursions. Drinks and gratuities have always been included. There are additional early booking incentives that go beyond Two-for-One pricing on many sailings. Guests booked in category C or above receive "Free" Business Class Air instead of economy. We think the consumer needs to understand two things about Regent's current pricing and that of many of its five-star competitors. 2010 rates were set to absorb some of the giveaways. In other words, the guest is getting 50% off a higher brochure rate then was the case in 2009. In addition, "Free" air programs are never really free. Guests who wish to make their own air arrangements will receive a credit for not using the free air program, effectively lowering the cost of their cruise. We believe that Regent is poised to move up in these ratings. They offer the most inclusive pricing, have the largest cabins and some of the highest square feet per passenger statistics in the industry, and their ships are large enough to offer more restaurants and moire entertainment options than Silverseas or Seabourm their small-ship five-star competitors. They also are clearly the least formal of the three brands, a trait more and more upscale cruisers are seeking. # 4 - CRYSTAL CRUISES Crystal’s fleet of two large (940 guest) ships has won virtually every “best large ship cruise line” award in the industry. The line features the highest standards of dining service and we rank the specialty Prego Italian restaurant among the finest at sea. Crystal caters to a demanding, largely retired, east andc west coast clientele and features two-seating dining. Gratuities are not included. Entertainment options abound, including sophisticated stage shows and classical acts, as well as a full screen movie theater. Service, food, and entertainment standards are consistent on both ships but the newer Serenity wins highest marks for layout and design.
Our most recent inspection of Crystal has reaffirmed our belief that Crystal is the very best cruise option for the majority of upscale cruisers. We believe that there is one under-reported but critical foundation of the line;s success. Crystal is owned by NYK, the huge Japanese shipping conglomerate. NYK-FIL has established the leading crew training facility in the Philippines. Every onboard Crystal service person must graduate from a rigorous six-month program at Crystal's exclusive training "university". There are other crew training facilities in the Phillippinrs, but none has the respect or the credentials of the NYK/Crystal school. This, we believe, is the secret weapon that allows Crystal to provide its ships with the best trained and most customer-savvy crews in the industry. No other cruise line comes close to emulating the combination of caring, personalized service, often memorable cuisine, and the full lecture/entertainment options that form a part of the Crystal experience. Choose any other line and you are going to have to sacrifice at least one of these three pillars of excellence. Anyone seeking to sail on a competitor, needs to ask their travel consultant, "If I don't sail Crystal, what am I giving up?"
THE CRYSTAL MYSTIQUE Reprinted from Travel Weekly Magazine, July 2009 By Contributing Editor Richard Bruce Turen When you watch Tina Turner singing “Simply the Best” at her legendary live concert in Amsterdam in 1990, you have to wonder if she was singing about the crews who work aboard the Crystal Symphony and Serenity. In a world of five-star wanna-be’s, and lux claims raining down on us like little perfection snowflakes, Crystal walks the quality walk. At least that’s been both their reputation and my own impression, based on two previous sailings. But it has been a while, so I am back on board the Serenity, on a sailing from San Juan that will flit about the Caribbean for ten days before returning to Ft. Lauderdale. The last time I had been on a Crystal ship, I had witnessed one little detail I had not seen on any of my previous 124 sailings. As passengers were beginning the disembarkation process, crew members, who I knew were off-duty, had showed up on the pier and at the gangway entrance to personally say goodbye to their new “friends”. There were lots of hugs and kisses. Having worked for one of the major lines, I know that you can’t get crew to volunteer to do that during their time off. This has to come from the heart. From time to time, I had heard Crystal referred to as “the Ritz Carlton of Cruise lines.” Based on my past experiences aboard the line, I had come to believe that it might be more appropriate for Ritz Carlton to begin claiming that their properties are “the Crystal Cruises of hotels”. Not that cruise advertising bears much relevance to the truth. Finding bloated advertising hype in the cruise industry is about as difficult as finding lobbyists patrolling the halls of Congress. But Crystal, with only two ships, and fewer then 2,000 total guests afloat at any one time, somehow manages to under promise and over deliver in a manner so consistent that it remains virtually unchallenged as the mid-size luxury leader. On this sailing, I was determined to find out how this is so. After all, you pay for all your drinks on these ships. Standard cabins are just cabins, not suites, and you have to actually tip the people who serve you. To further distance itself from the five-star cruise designation norm, Crystal makes guests select either the main or later seating in the dining room. So let’s just say that, on paper at least, one might make the argument that Crystal is a line with five star pretentions but lacks the hardware to carry it off. Then there is the sheer number of fellow guests. Can you be luxurious when the intimate experience is shared with almost 1,000 fellow passengers? So what is at the root of the Crystal mystique? Are they really that good? How do they overcome their raw “stats” to so dominate the consumer polls in Conde Nast Traveler and Travel + Leisure? As I observed and journaled what I was seeing aboard ship, I was reminded of one of my favorite quotes from General Colin Powell. He said, “If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception. It is a prevailing attitude.” My onboard diary contained a fair number of Crystalettes”, little matters that other lines often simply miss. Here are a few excerpts from my notes:
Each of these things added to the experience but none explained it. How does Crystal do it? How do they win all of these awards when measured against ships of smaller size and better staff-guest ratios? How do they compete when they are not as inclusive as most of their five-star competitors? I thought I might find the answer during this cruise but by the end of the first day, I realized that the Crystal “secret” lays thousands of miles away. For three hours on embarkation day, I sat on the Lido deck, quietly observing what was going on around me. The deck and wait staff from the Philippines walked up to just arrived guests and, amazingly, remembered their names. They started talking about their last cruise together, remembering details that made some of the passengers wonder, after they walked away, how they could possibly remember “with all of the passengers they meet.” Every new guest was subtly approached by a crew member who formally introduced himself. He would then call over some of his friends, for more introductions. In less then one hour aboard ship, these arriving guests trying to relax and enjoy their first poolside hamburger, had made new friends among the crew. They had someone who would watch out for them during the cruise and a small team that would know them by name and anticipate their needs. While this play was being enacted all around me, an occasional white uniformed Norwegian officer would walk through the movie set. That was to signal that the science of operating this ship was in good hands. But when it comes to the humanities, the Philippine crew is Crystal’s secret weapon. They wage an ongoing stealth campaign to endear themselves to each and every passenger. It turns out that the Crystal “secret” is not found below decks or in some hidden corner of the ship. The “secret” is not a person onboard or in corporate headquarters. Instead, you will find the “secret” to Crystal’s extraordinary service standards embedded in buildings in the Intramuros district in Manila where the line’s owner, NYK shipping, a global Japanese shipping firm, has established a unique crew training center. NYK-Fil Management trains Crystal crew in-house at the Manila facility and in Iloilo in the western Visayas region of the Philippines. NYK-Fil, and therefore Crystal, maintains a strict “No Training – No Deployment” policy. Crew must go through rigorous training, much of it using IT platforms, for a period of six months or longer. In June, 2007, NYK-Fil and local partner TDG, opened a new “college” level training facility in Calamba, Laguna, about an hour south of Manila. This institution trains Crystal crew members and is thought to be the finest facility of its kind in the world. The NYK philosophy of service is based on the historic Japanese principles of Kaizen and Kaikaku. Kaizen represents the belief in continuous improvement. Kaikaku is the never-ending journey for innovation and radical change. Kaizen, particularly, is an attempt to bring back the thought process to large-scale business endeavors. Workers use the scientific method to make recommendations and to eliminate policies that serve no purpose. The Japanese concept of Kaizen is credited with, to use just one example, Toyota’s success in producing products of quality. NYK’s crew training emphasizes, that when these ancient approaches are brought together in harmony, the path to true excellence begins. For ten days, I was allowed to follow that path. It led me from one of the world’s best ships, to a series of buildings in one of Manila’s oldest neighborhoods. re you learn to be “Simply the Best.”
# 5 - SEABOURN CRUISE LINE The pride of the Carnival Cruise line stable, these sleek ships compete for “Best Cruise Line” honors. There is a high level of excitemrent related to the first new luxury ship launched in the past six years, the Seabourn Odyssey,, The 32,000 vessel carreies 450 guests with four-onboard restaurants and outside cabin/suites ranging from 295 to 1182 square feet.
Our recent inspection of the Odyssey exceeded expectations. The ship is awash in contemporary browns and beiges with superior Spa facilities, and three alternative and casual dining options including Restaurant Z, a 48-seat, rather prrivate and elegant spot, that serves tasting menus on small plates. Dinner can be ordewred rigtht off the main Restaurant menu and will be served course by course on the guest's veranda. In cabin touches include marble and granite bathrooms with soaps by Hermes and L'Occitane and Molton Brown toiletries. A personal bar and refrigerator is stocked to guests preferences.
# 6 - SEA DREAM YACHT CLUB The “world’s best cruise line you’ve never heard of” continues to draw rave reviews from the fewer than 200 guests per week able to sail this lines two 100-passenger ships. Outstanding service and the some of the best food afloat, combined with a casual “no ties-no formal anything” is a winning combination for these former Sea Goddess yachts.
Sea Dream is one of the only cruise lines to embrace transparent pricing policies. Discounted rates are clearly listed on the line's web site, www.seadreamyachtclub.com Category 2 cabins ont he lowest deck feature portholes. Category 2 "Guarantees" are the lowest prices you will find on Sea Dream.
This is a cruise line with only 100 cabins. There are those who speculate whether or not it can survive in an environment where size dictates purchasing savings. But unlike its competitors in the five-star luxury market, Sea Dream has never had to build anything. They purchased the former Sea Goddess Yachts and never expanded. That has placed them in a situation where the long-term debt that hangs over so many lines is not an issue at Sea Dream.
Some guests have found that their payments may be processed through an overseas bank generating a 3% foreign purchase penalty from their credit card issuer. Travel consultants are able to get this fee returned in the form of an onboard credit with sufficient notice to Sea Dream management.
Sea Dream is an excellent choice, often the best choice, for Greek Island, Croatia, and British Virgin Island itineraries. The ship's size permits visits to smaller ports that are never included on large-ship itineraries. # 7 – CUNARD LINE In a short-lived record, the Queen Mary 2 was launched in 2004 as the largest, most expensive liner ever built. Together with her sister ship the Queen Elizabeth 2 which set sail in 1969, QM 2 has redefined the Cunard Line. 08 - - OCEANIA CRUISES This line’s medium-sized ships (684 guests), the Regatta, Nautica, and the Insignia, operate within an unusual niche between the 5-star luxury and the four-star premium brands. The line competes with the mega ships in the Caribbean and the Mediterranean with stronger itineraries and an unusually casual atmosphere. There are no formal nights. Guests select from four restaurant venues. Oceania delivers a solid product at a rate that is significantly below that offered by the luxury category ships. Cabins reflect high standards. Consistency has been a problem and guests may be surprised at extra charges for simple pleasures like an evening cappuccino. Churchill and Turen currently rates Oceania as the Best Cruise Line in the Upper Premium Category. This means that we rate the line above competitors in the non-inclusive Premium segment such as Holland America, Royal Caribbean, Celebrity, or Princess. It is important to note that Oceania is not in the Luxury Category and is not, in any way, inclusive.
After extensive reviews, inspections, and the experiences of numerous Churchill and Turen clients, we are currently recommending Oceania as a “First Choice” Option in the Premium Category. We feel that the line’s claim that they are “Upper” Premium is justified.
Here is some information that we hope will be helpful as you consider your cruise aboard Oceania:
The Bottom Line: We recommend Oceania as an excellent value. But consumers should be cautious about two-for-one rates that are based on an artificially bloated brochure prices. Onboard food and service are of an extremely high quality. The staff is well-trained and they seem to enjoy working for the company. Oceania was recently purchased by the Apollo Venture Capital Group with assets of over $12 billion. They have immediately announced that they will be building two new 1200 passenger ships.
Update 12.24.07 - Oceania's new owners have also purchased 5-Star regent seven Seas. The former CEO of Oceania is now heading up a holding company that includes both brands and both Presidents will report to him. Look for future synergies between these two lines.
EVALUATION ABSTRACT: OCEANIA CRUISE LINES
OVERVIEW: We believe that Oceania’s claim to occupy a niche at some point between the Premium and Luxury Segments is justified. Although there are some serious shortcomings in specific service areas, Oceania delivers a surprisingly refined yet casual elegance. Onboard service standards varied from department to department. But the line produced Guest recognition scores that were extremely high. Food quality and service, particularly in the specialty restaurants, rivaled, and in some cases exceeded, that offered on the World’s Top Three Lines. There were a number of areas where we felt that remedial action is necessary. Oceania is not the perfect product and upscale cruisers have room for disappointment. Given that, we feel that Oceania offers a significantly better overall product then premium competitors including Holland America, Princess, Royal Caribbean, and Celebrity Cruises. STAFF TRAINING We performed our proprietary Staff Recognition tests over two seven-day periods. These tests involve mathematical calculation of scores obtained by unaided staff recognition in area where immediate staff supervision was not present. We believe that the manner in which staff reacts to guests when no one is watching, is the best single criteria on which to evaluate the depth of customer care training at sea. In our tests aboard the Nautica, ships staff scored the highest raw scores of any vessel we’ve inspected during the past nineteen years with the exception of the Crystal Symphony. This says volumes about management’s dedication to the highest levels of staff training. It demonstrates the line’s commitment to training that goes beyond “memorization” to a much higher level of Commitment to Excellence. There were numerous examples. REPORT BACKGROUND We were accompanied by a group of nineteen experienced cruisers. Each had experienced one of the Five-Star Luxury lines. Most were frequent cruisers. All were sailing Oceania for the first time. DESTINATION SERVICES/FRONT DESK AND CONCIERGE We found marked differences in the service levels of these three inter-related areas of Guest services. The Destination Desk was often brusque and unpleasant. The Port Lectures shown on television were embarrassing for their lack of enthusiasm and useful information. This department screams “potential unrealized”. The Front Desk, on the other hand, seemed intent on pleasing each and every guest. Even those not waiting in line were asked if they needed anything or if “I can be of service”. We felt that the Concierge was extremely competent but we felt that most cruisers did not know who he was or how they might utilize his services. Having an on-board concierge is reflective of a luxury product and we feel that this is something that should be highlighted in agent marketing efforts. FOOD – DINNER DINING We found Toscana and Polo to be among the finest dining experiences we have ever had at sea (119 cruises) Among our observations: 01 – The cost of the ingredients used and the careful prepping was entirely reflective of a 5-star experience. 02 - The availability of stuffed lobster and a 32” cut of prime rib in Polo impressed many diners who did not order those dishes. We thought the menu planning in both specialty restaurants was more interesting and appealing then dinner menus on Silversea, Regent Seven Seas, or Seabourn. 03 – The success of the specialty restaurants is one of Oceania’s biggest onboard problems. How do you keep guests from being disappointed by their inability to dine where they choose? This issue was not handled well by the somewhat arrogant Manager in Polo. The Toscana Manager seemed far more adept at handling questions and concerns. We noticed a number of empty tables in both restaurants and, therefore, assume there are space limitations within the kitchen. If at all possible, extending the capacity of Polo and Toscana should be a priority. One former CEO, was confirmed for 6:30pm. Dinner at Polo. The card outside his door said 7:30pm. He called and was told by the front desk to just show up at 7:30 pm. He did and was refused seating. 04 – Waves was a casual environment that seemed depressing at times. The evening “décor” was inadequate for the mood being attempted. 05 – The main dining room was extremely comfortable although some of the center section tables were too close to one another. The manner in which guests were seated was only satisfactory. We did not see strong evidence of portion control in the specialty restaurants but we did feel it in this room. Guests were ordering entrees with little understanding of whether or not they would be receiving a nouvelle-style portion or something more substantial. The wait staff was friendly and generally professional. RECOMMENDATION: Waiters in the dining room are clearly being instructed to check with each dinner to make certain that each entrée is satisfactory. This results in the very annoying scenario of conversations being interrupted repeatedly while the hapless waiter must go around the table of eight asking each guest the same question. 06 - During one luncheon, we requested a Caesar salad. It was refused. Another guest asked for a dish of ice cream. The waiter came back and said “The Chef says he can’t get it for you if it’s not on the menu”. At that point, Oceania had lost these guests in terms of future travel. FOOD – DAY DINING The Oceania edge is almost lost with the buffet experiences at lunch and dinner. Guests are not permitted to select their own food. Each item must be handled by staff. Worse, the staff handling the food has no clear concept as to what the food is about. Covers over steam table dishes fog up so guests cannot see what they are ordering. Names of dishes are mispronounced, lonely servers on the cold side of the room practically beg diners to give them something to do as they simply stand by. And, perhaps worse, no one is readily available to take the tray or dishes from the elderly to assist with finding seating. It is true that some of the white-shirted maitre’d staff assist, but their help is haphazard and not standard procedure. RECOMMENDATION: Oceania should take a note from Celebrity: Have staff available to assist diners find seats as they are leaving the buffet area, We believe that the “cafeteria” style of the lunchtime buffet could be enhanced without spending more money on food purchases. Only staff with strong language and customer service skills should be serving guests. ENTERTAINMENT: Our reaction to Oceania’s entertainment was essentially, “why bother?” It compared unfavorably with that of many other lines, understandable given the size of the ships in the fleet. We thought the lecture program was extremely well done. Three lectures in two weeks seemed just about right and the Oceania guests seemed entirely appreciative. CABINS: Essentially it is what it is. However, our feeling is that little touches could add some meaningful touches to the small bathrooms below Penthouse Level. Small, wall-hung vases with a single flower might be an elegant touch. Shower curtains should be replaced, as they appear institutional. We felt that housekeeping was excellent. It would cost nothing to have each housekeeper ask each guest a simple question: “Is there anything special I can do when I make up your room?” Guests should be made to feel that they have a voice in how their room will be set-up when they return in the evening. Several guests wondered why Oceania was placing milk chocolate on pillows when the evidence was now in that dark chocolate is so much healthier. BUTLERS: We think there are operational problems related to the Butler Service. Service was professional and friendly – difficult to achieve. However, the Butlers are clearly limited as to what they can do and so, are constantly apologizing. The afternoon snack service is a good idea but writing out an order on a form that looks much like the laundry service request takes away from the experience. Guests are not at all sure about tipping their butler and many seemed unsure as to what services they could be asked to perform. (This is spelled out clearly in the brochure – but that did little to clarify onboard) ART ACTIVITIES: The onboard Art Selling Program contributed more, then any other factor, to demeaning the Oceania product and reminding guests that Oceania is not a luxury product. The program seemed unethical. Copies sounded like originals. Purchases were announced that were doubtful. The art director, one Tiny Tim, may be the most annoying individual we have encountered on a ship in recent years. He spoke down to his audience, telling them the best way to collect Picassos and Monets was aboard ship. He was allowed to use the public address system for his over-the-top announcements. This was in sharp contrast to the appreciated policy of allowing very few public address announcements throughout the entire ship. The reaction of our group – “He’s the reason I would go on Regent pr Crystal next time.” We realize that this is a profit center. However, there ought to be a way that art lectures are port-related, culturally enriching, and more forthright about the investment potential of what is being sold. We did not think the pushing of extremely well-known artists at high cost was appropriate. The “get a free piece of art” promotion to get folks to come was also bound to cause disappointment. SHORE EXCURSIONS: This is an area where Oceania simply fails to deliver on some of its promises. Shore excursions are basic, adequate, but rarely creative. Options are far too limited. We did like the fact, for safety purposes, that a staff member accompanies all departures. There seemed little guidance as to their function on tour. One staff member did correct a guide’s voice volume but it was done in a rude manner. One omission that struck us was the lack of touring devoted to culinary interests or pursuits. TRANSFERS: We found the lack of transfers between the ship and central city or town to be indicative of a lack of concern for the needs of guests. It is a real shortcoming that we feel ought to be addressed. Oceania is a “destination first” cruise experience. A fairly high and growing percentage of its clientele are self-described “independent travelers”. These guests “expect” that transfers to city center will be provided as a convenience even though reservations is woefully unaware as concerns this subject. Our recommendation is not for complimentary transfers. Instead, we recommend that they be operated for a fee and as a convenience “for our guests traveling independently” or “for those who have been to this port previously”. The goodwill generated by this service will more than compensate for the potential lost revenue from tour sales, as most of the independents do not buy tours anyway. This situation is not enhanced by a Destination desk that took some pleasure in informing guests that they do not provide “any transfers ever.” (A fact that is not true as limited transfers are provided in selected ports such as Livorno) We cannot emphasize this point strongly enough. Oceania will continue to attract growing numbers of travelers who do not wish to participate in bus tours. These experienced travelers expect and are willing to pay for transfers from the ship to the central downtown area. We believe that providing these transfers ought to be a means by which Oceania demonstrates that it welcomes the independent traveler. EMBARKATION AND DISEMBARKATION: From a consulting point of view, there is little to say since so much depends on local conditions. However, we believe that several capable staff should be assigned as gangway greeters on both arrival and disembarkation day. The last thing a departing guest should hear is a sincere thank you from a staff member. SHIPS DÉCOR: The ships are unusually comfortable. One high end guest told us that what he liked best about Oceania was “every place I put my butt to rest seems more comfortable then other hips I’ve experienced.” From a marketing standpoint, we like that word, comfortable. It helps define what most Oceania guests are seeking, comfort in dress, in attitude, and in furnishings. GROUP CONSENSUS: During our Nautica inspection, we had the advantage of sailing with nineteen current luxury clients. All appreciated the food about the ship. All found elements of the service that they liked. At the end of the cruise, however, when each was asked if they would sail again on Oceania, all but one couple said “No” they would return to Crystal, Regent Seven seas, Seabourn, or Silverseas. There were any number of reasons for these responses. Some centered on the long lines, the atmosphere dining at the buffets, the shore excursion offerings, entertainment etc. CONCLUSION/MARKETING: Our conclusion was that this reaction might be expected. We do not see Oceania drawing down from the Upper-end Deluxe lines. Instead, we see Oceania exceeding expectations for passengers who have experienced the premium category and are looking for something better without escalating to the per diems charged by Crystal.
IN VIRTUALLY ANY REGION OF THE WORLD WHERE THEY COMPETE, WE WOULD HAVE A HARD TIME JUSTIFYING HOLLAND AMERICA, PRINCESS, ROYAL CARIBBEAN, OR CELEBRITY OVER OCEANIA TO DESTINATION-ORIENTED GUESTS TRAVELING WITHOUT CHILDREN. OCEANIA HAS INVENTED A NEW CRUISE LEVEL ABOVE THAT OF THE PREMIUMS.
OCEANIA UPDATE: Oceania has severed its relationship with Steiner onboard Spa Services. They have installed new spa facilities operated by Canyon Ranch. This is seem by industry insiders as a serious upgrading of onboard services and Canyon Ranch menus, recipes, and lifestyle training. Canyon Ranch Spas have also replaced Carita Spas on all Regent Seven Seas ships. Both Oceania and Regent are owned by Apollo Management.
09 - AZAMARA CRUISES
Azamara is the new cruise line created by Royal Caribbean. The new cruise product is based on a two-ship fleet of former Renaissance Cruises ships. From a ship standpoint, the Azamara ships closely resemble the Oceania vessels. In fact, Royal Caribbean is clearly going after the Oceania upper premium niche with this new product.
Azamara Club Cruises, formerly called Azamara, too new to make definitive comments and onboard services are bound to change as execs see what works and what doesn't;t. The report that follows was written by a well-connected industry veteran, with a substantial understanding of the current cruise market.
Azamara Journey Sailing Date: September 22nd, 2007 Sailing Length: 7 Days Destination: Bermuda To / From: Roundtrip Cape Liberty (Bayonne), New Jersey Overall Impression: I was very impressed with the high service levels already attained by the Azamara Journey’s staff – the friendliness and attentiveness were outstanding throughout the week. The ship looked great, and the food in every venue was excellent. Azamara has created a very good product in a short amount of time. The Journey is a beautiful, small vessel providing a very good cruise experience. Ship Description: The 694-passenger Azamara Journey is new to Celebrity ownership as of this spring, having finished a stint with Pullmantur in Spain after beginning life in 2000 as a Renaissance vessel. She retains the physical beauty of the R Ship design, with the black and gold iron staircases and paintings on several ceilings creating a unique setting for sailing within this new cruise niche of 'premium plus' or deluxe category. The public spaces feature pleasant reds, gold's and blues. There was also a nice array of bars available onboard - there was never a sense of being crowded on this ship, even during sea days. The library is the most beautiful room on the ship: however, while I’m sure that more books are on order, the pickings were very slim on our sailing! Also: throughout the day recorded music was played in this room. While it’s a unique set-up to have the space double as a piano bar named Michael’s Club in the evenings, the sound of Italian arias was a bit off-putting during library hours. Cabins: Journey’s standard staterooms are of a decent (though by no means large) size. The 175 square ft. cabin and 40 square ft. balcony of a standard balcony cabin on Journey parallels, for example, the 170-square-ft. cabin and 38-square-ft. balcony of a similar cabin on Celebrity's far-larger Millennium-class ships. Two-thirds of the ship's cabins have balconies. Standard bathrooms, however, are tiny and plain, and the balconies are small. All cabins have been fitted with totally new soft furnishings, including the up-to-date bedding also seen on Celebrity and Royal Caribbean. Flat panel TV's have also been installed. We were in a Sky Suite; complimentary amenities in the suite included a bon voyage bottle of champagne, sodas and two Specialty Restaurant meals. (Non-suite passengers qualify for one complimentary Specialty Restaurant meal). Food: There are two main dining venues: Discoveries, the ship's open-seating main restaurant, is a large, dark-paneled room with windows on three sides and is open for three meals a day, while the bright, airy Windows Café offers buffets, and is open 24 hours a day. Both are included in the cruise fare and offered a strong array of different menus and good dining experiences.
Currently, guests in regular cabins get one "free" evening in one of the specialty restaurants. Guests at Suite level can dine twice on a complimentary basis. After that, the normal surcharge fares apply. This is a concept is being closely monitored onboard and is subject to change.
The Specialty Dining experience in both Aqualina and Prime C restaurants was superb - with Prime C a particular favorite. Virtuoso agents should advise their future passengers on Journey or Quest to make the alternative dining reservations onboard immediately after embarkation as space filled up quickly in both venues. (Please note that Captains Club members can make these reservations up to 60 days in advance). Afternoon tea in the Aqualina restaurant was outstanding. Service: The ship's staff was very friendly throughout the vessel, and always offered warm greetings to passengers.
Dress Code: Daytime was very casual, with mostly dressy casual seen in the dining rooms for evening (most men wore jackets in the Specialty restaurants). There were no formal nights and no need for men to pack ties, however. Entertainment: Entertainment was an eclectic mix which worked well for this small ship. The 5-person song and dance troupe was very good at presenting a new 'stripped down' themed medley concept unique to Azamara. It was effective both due to the same-level/small stage in the lounge as well as the intimate, cabaret-like experience they conveyed. A traditional production show simply wouldn't have fit this ship. Other acts were more typical of cruise ships - i.e., magician and comedian, which were fine on the small stage. Onboard Activities: Our only disappointment was with the Activities Staff, which was a bit disorganized and hard to hear when running events such as Team Trivia - it was impossible to tell what was going on from the audience. Poolside contests which appealed to the Bermuda audience are unlikely to be popular with the passengers booking the longer and more exotic itineraries. A post-performance question-and-answer session with the 5 song and dance entertainers lost most of the audience as minutes ticked by before they reappeared from behind the curtain (and they hadn’t changed clothes, so the time gap was inexplicable). The timing of some activities was a bit odd: having Liars Club at 8:45 PM in the Looking Glass lounge while most passengers are finishing up dinner resulted in an empty room. It would have made far more sense to move that event downstairs to the Cabaret as a warm-up to the comedian’s act at 10:15 PM. As with the Celebrity fleet, a Catholic priest onboard celebrated daily Mass - Azamara's website notes that this feature will go away once the ship leaves the Bermuda itinerary, which would be very unfortunate - passenger attendance was high at every Mass.
Passenger Profile: The clientele onboard for this Bermuda itinerary will not reflect future guest profiles. As Azamara Journey (and the new sister ship Azamara Quest) will feature more exotic itineraries of longer length (10- to 18-nights), the crowd on future sailings is likely to be slightly older cruisers who have traveled frequently and are looking for a smaller, low-key ship with interesting ports of call. This audience will be delighted with the Azamara Journey. Future Deployment:
Azamara Journey: Caribbean / South America & Antarctica / Northern Europe / World Cruise
Azamara Quest (debuting Oct 2007): Caribbean / Panama Canal / Mediterranean / Asia
So, what is our take on this line at this time? Since Dan Hanrahan, the President of Azamara as well as Celebrity Cruise Lines, chose to mention Oceania when Azamara was first announced, we believe that comparisons are unavoidable. At this point, we will advise our readers to sail Oceania rather then a new line with a lot of kinks to work out, that is trying to be as good as Oceania.
Update: Since Larry Pimental, the highly-respected former CEO at Sea Dream was named to assume leadership at Azamara, major changes have been in the works. In April, new policies will emerge that will take Azamara Club Cruises to "the next level" as its owners, Royal Caribbean, have clearly decided to one-up rival Oceania with more premier services. Suite guests will definitely receive enhanced services and current policy calls for per person charges in Aqualina and Price C of $15.00 per guest. Bottled water will be complimentary .Every stateroom will feature butler service with afternoon canapes, fresh flowers, robes, plasma TV's and European bedding.
THere are no formal nights. There will be longer port stays wherever it is operationally feasible. Shore excursion packages may be purchased in advance and booked as The Alpha or Omega Collection. The Alpha Collection will be for guests who want to see the highlights of each destination. It will appeal primarily to first-time visitors. The Omega Collection will be more specialized and will be oriented toward guests who have visited the destination previously. For guests who wish to explore a destination on their own, complimentary bus transfers will be available in many ports to the town or city center.
10 – WINDSTAR The three Windstar ships are a category unto themselves – part cruise ship and part computer-controlled sailing yacht. Two of the ships, the Wind Star and Spirit carry 144 guests while the larger sister, the Wind Surf, has suites as well as standard outside cabins and carries 308 guests. Some of our observations about Windstar:
The following cruise lines are also highly recommended and score well in several important areas: # 11 - SEA CLOUD CRUISES Using the recently refurbished 350-guest Aegean Odyssey, this is the cruise line for those visitors to the classic civilizations of Europe and the Middle East. In other words, this is the line for cruisers more interested in history then bingo, those who would rather share time with an Egyptologist then a Bridge instructor. VOA is a new venture heralded up by Gerry Harrod, the founder of Orient Lines. Two-week cruises during the 2010 Inaugural Season will include complimentary shore excursions, gratuities, wine with dinner, transfers and an "almost free" air add-on program from major gateways. Business Class upgrades are available. But these historic voyages to Egypt, Classic Greece, and the heart of the Byzantine Empire will feature something else, something that is tough to describe in a brochure. Expect interesting and intelligent fellow-passengers. Lightweight fun-seekers won't choose one of these voyages. University lecturers will lead one of the industry's most comprehensive onboard lecture program. Avoid any category below a category G as these cabins are extremely tight at 130 sq. ft. Seriously consider a category C/D, a 200 sq. ft. deluxe balcony stateroom. The Aegean Odyssey is not a five-star deluxe vessel. But her refurbishment has been extensive and she is comfortable. She may also be the only vessel catering to American travelers who share a genuine interest in the history of the destinations to be visited. For those who have been waiting for a cruise product that caters to travelers of intellect - your ship may have come in. You may have noticed that the largest cruise lines have not been rated among the top 15 lines. Carnival, Princess, Holland America, Norwegian Cruise Line, and Royal Caribbean have huge advertising budgets. But they score significantly lower then the brands listed above in overall quality. They operate large ships with large lines at the institutional buffets. They have spectacular hardware, much like floating Las Vegas resorts. But they lack personal service and they must, as a result of their size, stop at ports designed to handle the mega-ships and the tens of thousands of daily passengers they disgorge. The Mega-ships are characterized by low initial prices and strong pressure onboard to purchase extra services up to and including bottled water and soft drinks. Gratuities are not included. Sea days are added to itineraries, where possible, to increase onboard alcohol and shop revenue. Mega-ships can only call at ports that are populated by other mega-ships. Intimate, out-of-the way locations are rarely included on itineraries becasue of the need to have onshore facilities that can serve 3,000 or so guests. For those on a strict budget, any of these lines can provide an excellent vacation value. Each of these lines has features that are worthy of note. They do, as a group, have better children's programs then any of the lines that are in the Top Ten. Only Disney provides better onboard children's programs then Royal Caribbean.
CRUISE LINES; BUY, SELL OR HOLD? From time to time, it is helpful to look at cruise lines as though they were stocks. Is this a good time to buy (as in actually book the line), hold (wait for better reviews or news) or sell (not recommended at this time) Where we do not place a Buy" recommendation on a cruise line, you can assume that we feel that there are better alternatives in the same general price range: Short generalizations are never completely accurate and we would prefer that you read our full reviews. We do trust, however, that these updated capsules may point you in the right direction.
On paper nothing special - but this line dazzles with its superior, caring service, quality alternative restaurants, and after-dinner entertainment options. Crystal is the benchmark brand with the highest repeat stats in the industry.
HAL will be doing many more longer cruises in 2010 with its fleet of predominantly spacious, affordable, conservative mid-size ships. The line has young, innovative management despite its reputation for catering to an older clientele.
Precious few Norwegians on board these "all things to all people" liners owned by Star Cruises of Singapre.
Operates a truly unique niche between lux and premium with smaller ships, significantly better itineraries, and food that often rivals that served aboard ships costing twice as much.
Despite state-of-the-art hardware, the onboard services are getting more institutional and Princess is starting to feel the heat of competitiors in this sector.
With two 700-Guest ships and a smaller Regent Navigator that is still larger then any of its competitors, Regent is able to deliver 5-star luxury with a "no formal night policy" and complimentary shore excursions on all 2010 sailings.
One of cruising's top brands. THe exisiting tonnage is a bit "compact" , but the 450 Seabourn Odyssey, launched ion June, 2009, is currently the "Top ship in the rarified air of five-star cruising".
Think 60% yacht, smallish cabins, great ports, no formal dress, only 98 fellow guests, all-inclusive, with some of the best food at sea. But choose this line for its "one-of-a-kind" itineraries to smaller ports and islands.
Not perfect, there have been some crew defections, but still, gross registered ton for ton, The World's Best Cruise Line for those who want to dine with other CEO types. Latest discounts are deep and comprehensive. The Silverseas Spirit is a larger, and truly elegant, 450 guest, version of the Silverseas yachts. With up to 60% off, Silverseas has entered the discount fray with a vengence.
Still cruising's best overall value but new owners are unproven at this stage so we're waiting.
RATINGS: RIVER CRUISES Cruises along the interior waterways in Europe are hot. In fact, they now represent the fastest-growing segment of the travel industry. Some of the leading contenders, such as Viking River, Amadeus, Tauck and Peter Deilmann, can't build new boats fast enough. Current shipyard orders are backlogged. The reasons seem obvious enough. Fewer then 200 passengers. All meals and shore excursions are included so the cost, in dollars, is a real value compared to independent travel relying on the dollar rate against the Euro. Each of the lines below is capable of providing a superior European River Boat experience. But like all other aspects of travel, there are qualitative differences. Here is how we rate the products available to Americans in 2007/2008.. # 1 - Tauck World Discovery - Rating: 5 Stars+ The Swiss Emerald is the best riverboat on the Danube. The new 118 guest Tauck Riverboat will be ready in time for the 2008 season on the Danube. Luxury Suite cabins are just over 300 square feet. Wines are included and Tauck offers the most comprehensive and best-managed sightseeing programs. Four Tauck Directors accompany each sailing. Pre and post hotel stays are part of the package. Tauck costs a bit more but they are the best on the waterways at the current time.
# 2 - AMAwaterways - Rating 4 Stars AMA is one of the most talked-about companies on the rivers of Europe. In a relatively short time, the line has emerged as one of the leaders in the upscale category with four modern ships to be joined by the Amalyra in April. Two new vessels will be delivered in 2010. There are several features and inclusions that mark the AMA difference. These include:
AMA has designed Free Air programs and early booking incentives to help fuel its growth and launch of new ships. The line does the traditional Danube schedules but has also pioneered more creative itineraries such as Portugal and Spain and the Douro River Valley. The line is also pioneering a ned itinerary on the new 92-Guest La Marguerite, currently under construction inn Vietnam. In September, Ama will launch a series of two-week cruises between Ho Chi Minh City and Tonie Sap in Cambodia. This unique Mekong River itinerary will enable guests to see Vietnam as well as the "must see" Anghor Watt in Cambodia. Air from the west coast as well as pre and post hotel nights will be included in the package.
# 3 - Avalon Waterways - Rating 3 1/2 Stars This is the riverboat firm owned by giant mainstream tour operater Globus. Their newest boats are the Tranquility and the tough-to-pronounce Imagery. Avalon is a well-managed company that has grown by 50% in the last 24 months. The line claims that its new Silent Drive System makes for a significantly quieter ride for guests. Early reports indicate that the system is quieter.
# 4 - Viking River Cruises - Rating 3 1/2 Stars
The largest European River Boat company, Viking offers a mainstream product throughout western and eastern European Capitals. They also operate in Russia and they have two new boats offering comprehensive programs in China on the Yangtze. Viking River is reliable but customer service standards are not up to some ofd their major competitors. . Air schedules can be less then desirable so guests may want to consi8der doing their own air.
# 5 - Amadeus Waterways - Rating 3 1/2 stars
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| Updated: December 15, 2009 |
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Outstanding food and service though lacking dining options found on some competitors. All inclusive top-end quality. 
Silversea is cruising’s current “benchmark brand”. Imagine Top-quality “everything.” Worldwide itineraries include a number of shorter, one-week sailings. Evenings tend to be dressy. Per person food expenditures are among the highest in the industry. The Concierge desk can do just about anything in the way of private travel arrangements in port. Much of Silverseas reputation is based on the assumption that 300 passengers is small enough to make guests feel truly pampered and large enough to provide a wider range of amenities then smaller capacity rivals. The Concierge frequently arranges in-port experiences that go far beyond the norm. Culinary programs in small settings are featured on many itineraries. Like each of the top three lines, Silverseas is trying to offer more casual dining options. But this is still the most formal of the top lines. Don't consider Silverseas if you are terminally young, hate dressing up, or are uncomfortable traveling with economic royalty. This is the line of champagne and caviar, of lux dreams realized. 
Those who seek personalized; Four Seasons-style service will appreciate the Crystal experience. Those sailing Crystal for the first time are generally amazed at how much better run these vessels are then the mainstream mega-ships. Crystal still sets the standard for larger, two-seating ships. Most worldwide itineraries are in the 10-14-day range. Guests sailing one of the higher-rated lines often report that Crystal food and service matched or surpassed it's smaller, single-seating lux competitors. This is the line that many Princess, Celebrity, and Holland America passengers should have selected for cruises of ten days or longer. It seems clear that, at the moment, Crystal has the most comprehensive and successful staff training program in the entire passenger ship industry. 
There is significant interest in this ships 108-day Around-the-World Cruise in January 2010. The Odyssey is the ship to beat in the luxury category and a sister ship, the Sojourn, is already under construction for delivery in 2010. A third identical ship, priced at over a
Excellent one-week itineraries in Europe and the Caribbean. Ideal for laid-back adventurers seeking one-on-one service.
There are no balcony cabins and the bathrooms are small but guests can sleep outdoors on a Balinese bed. This is high-end, casual, all-inclusive relaxation for those who detest a Vegas-like shipboard atmosphere. In fact, Sea Dream is ideal for those who have never wanted to cruise, The line takes it's tag line, "the world's largest yachts" seriously. Often lower-priced than its five-star + competitors. The new Adriatic sailings featuring the ports of Croatia may be Europe's hottest itineraries. No one does the Greek Islands and Turkey better. If Jimmy Buffet ever decides to purchase a cruise line - this is the one he will want. But we must diowwngrade her based on a lack of amenities and small cabins. 
After operating several poorly conceived cruise ships, Cunard’s owner, the Carnival Corporation, has taken Cunard back to her roots. These ships will spend much of the year doing transatlantic-crossings between New York and Southampton. We think that the new QM 2 is a destination in itself and a far superior experience then her considerably older sister. These are “class” oriented ships, with cabin/suite accommodations defining the dining room and service levels. Our recommendations: Consider the QM 2 for crossings only and don’t consider this ship unless you can afford one of the upper level suites. Believe it or not, standard cabin bathrooms on this $800 million project were designed so poorly that we do not recommend any but the larger category cabins.
Air programs are not always consumer-friendly. Oceania scores extremely well on the value scale. This upstart has designed a winning formula on lovely ships with excellent food, a casual dress policy, and some of the world's most creative itineraries. While many of the mass market lines love days at sea so they can earn ships shop, bar, and spa revenue, (shops and services must be closed while a ship is in port), Oceania virtually eliminates days at sea whenever possible. Service levels have been quite high during the past 24 months. Consistency has been achieved without any sacrifices. Concierge level guests get to make double the number of dinner reservations at the line's specialty restaurants. Early reservations are rewarded at Oceania and it is possible to secure 2-1 pricing AND Free airfare promotions. 
The combination of unusually attractive ports, made possible by the ships low draft, and smooth British officers and a happy Indonesian crew combine to make this an attractive alternative to those who prefer small, intimate ships and the feeling that one is sailing a yacht. Windstar often runs both cruise and air specials and discounts in the range of 40% are not unusual. Windstar cruises the lower Caribbean out of St. Thomas and Barbados, as well as the Greek Islands, Central America, and a number of itineraries that include Italy, France, and Croatia. When Windstar's Caribbean rates come down to below $2000 per person, it represents the best value and one of the best experiences in the Caribbean, far better then the floating shopping malls. But there are cautionary notes. These casually elegant vessels were owned by the Carnival Corporation. Now, the line has been sold to Ambassadors International, the holding company that owns Majestic America, an operator of riverboats with no experience that relates to a line like Windstar. For that reason, we are currently placing our recommendation of WindStar on "hold". We do have concerns about the long-term health of this product.
CRYSTAL CRUISES - STRONG BUY 
HOLLAND AMERICA LINE - HOLD 
NORWEGIAN CRUISE LINE - SELL
OCEANIA - STRONG BUY
PRINCESS -HOLD
REGENT SEVEN SEAS - STRONG BUY
SEABOURN - BUY
SEA DREAM YACHT CLUB - BUY 
SILVERSEAS - BUY
WINDSTAR CRUISES - HOLD
Routes include all of the main central European waterways with emphasis on packaging pre and post night tour stays. Avalon is not five-star but it is four and a half plus and the line is backed by one of the industry's largest and most stable brands. 
The onboard product is definitely upper class but those who have sailed on any of the top ten cruise lines in our traveltruth ratings are likely to be disappointed with both services and amenities. . The major criticism of Viking River is the pace. Guests who do the line's China program will need a vacation when they return. But if daily sightseeing in Europe is your thing,, Viking represents the best cruise for the money provided you book early enough to take advantage of early booking discounts. the China program is more upscale then the line's cruises within Europe. 
Often confused with rival Avalon, Amadeus is particularly strong in central and Eastern Europe. A large ownership is percentage is held by General Tours, a long-standing tour firm that made its name by bringing mass tourism to Russia. The line operates the refurbished Tolstoy on Russian waterway programs. Two new ships, the Amalegro and the Amadagip joined the fleet in the past twelve months and they are among the finest riverboats in Europe. The Amadante joins the fleet in 2008. Amadeus does market within Europe..