Vic11

I promised a review of my total Azamara experience. Here it is summarized to key points.

*The pre cruise experience was not good. Many calls and posts to this forum to receive basic documents and promised credits. 

*Despite booking transfers to the ship directly with Azamara we were forgotten at our hotel in Venice and once again this forum and Bonnie came to the rescue. We got it sorted just hours before sail which created a great deal if stress while in Venice. We received no compensation for this despite contacting guest relations immediately once on the ship.

*Did the cruise experience outweigh these troubles? Honestly, no it did not. Despite boarding the ship with an open mind and determined to enjoy ourselves, we came away disappointed with the overall experience.

* The crew are amazing. So genuine in their desire to ensure you have a great cruise. Top shelf experience!

*However, the food was, in our experience, only average. We experienced much better on a recent river cruise with AMA waterways.

*The included wines are a challenge. One good wine in 19 days. In our opinion.

*The ship was at times not that clean. Spilt food at the buffets, stained chair pads, peeling door in bathroom, hair on pool deck, etc.

*Anf finally the lack of response (much like pre cruise) to concerns regarding shore excursions and transfers, etc. by guest services.

All in all, in our experience, it was not value for money and quite stressful.

We know many people love Azamara but we will not be cruising with them again.

A.

Just an update ...  after much effort Azamara has contacted us at the hotel and us in the process of resolving. 

Thanks Bonnie for your help.

A.

Hi Bonnie,

I have a transfer invoice/confirmation document but it has no details regarding where to meet and how the transfer will occur. I am in Venice so not hour typical bus transfer. I will call the emergency numbers agsin this morning. No one answered yesterday!

I am used to a company representative or some contact on site to provide these details and facilitate our transfer etc. especially given the premium price paid for the hotel and transfer via Azamara.

The hotel says normally there is some contact to confirm the transfer is booked. A fax from Azamara. Nothing has been received and I have had no company response, other than yours!

This is not ok! It is now 730am in Venice. I don't know what to do. 

I guess I will have to arrange and pay myself for our transfer and deal, yet again, with Azamara. Just like I did to get a paid invoice, OBC credit, proper documents (including the one for the transfer) etc.

Never again will I book with this line.

Abhorrent service. Review of this and actual cruise will be posted on appropriate social media travel sites. Stay tuned.

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Great advice. Doing so now!

Thanks so much.

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Bonnie... can you please call me  providing the contact email and phone number for the Canadian lead responsible customer relations in Canada. Only this level of approach is acceptable at this point!

Any pre discussion with this individual on your behalf is anticipated and appreciated so an informed discussion can occur.

Time is of the essence as our pre booked, pre paid  Azamara $ 225 dollar one way hotel to pier transfer is still not confirmed less than 12 hours due to providing this sevice. (See previous two day blog posts of trying to get this resolved with no resolution.

With thanks and respect.

A.

BTW ...  as suggested  ( with thanks) we have asked the hotel if other Azamara cruisers where at our hotel but due to privacy this was not shared. No obvious connections unless we stalk the lobby! LOL! 

We will get to our ship ... but so stressed .... this is just not acceptable. Thank goodness we have no further bookings on this line. I have never experienced such shameful service.

A.

Thanks so much to all of you. It is truly appreciated. Your support while away from home and dealing with this defys our thanks! This is so stressful but mirrors our experience with Azamara pre departure at home! So sad it continues.

We will persevere. But honestly... I have spent 30 plus hours of my own time getting a final paid invoice, OBC sorted out and credited, final accurate cruise documents including documents for the now in jeopardy cruise transfer ...etc., etc., etc,.

The amount of my time chasing Azamara is ridiculous for things a basic cruise line competently provides

 Really ...is this an upscale pre cruise service? No it is not. AMA waterways shames Azamara in this regard based on our March 2019 this year.

I fully expect I will be paying on my own to get to the pier tomorrow. No response from anyone in Azamara despite calling the emergency numbers listed on the Azamara issued invoice, asking for  Bonnie's help on this forum and asking the hotel ( not their issue). 

So disappointed and scared.

A.

Thanks all.

To clarify ... I booked the hotel and transfer directly with Azamara. Prepaid both when I booked the cruise. (Just added an additional day on my own).

I have just returned to the hotel after a day in Venice and still no contact from Azamara.

I checked with the hotel and they said normally Azamara faxes documents to the hotel to authorize the transfer. No fax has been received.

Bonnie ....are you there to help! I have called the emergency numbers provided on the transfer invoice Azamara issued to us but no answer on both Italy based numbers.

Oh my gosh ...this is yet another issue with our experience with Azamara on booking this cruise. One if so many! 

Am I to pay personally to get to the ship? I already prepaid Azamara $225 for a private transfer!

Help!

A.

Hello,

We are currently in Venice and are joining Pursuit tomorrow. We booked our hotel and transfer directly with Azamara.

We came in a day early ( booked our own hotel for a cnight) so did not expect any greeting at the airport.

However, we are now well into our Azamara booked pre cruise experience and have not had any contact by a company representative either in person by email or message at hotel?

Wondering if this is the norm? We travelled this year with AMA waterways and the experience was much different. A in person AMA rep resentative toured us through Prague with a personal orientation to the city and was available to assist with anything as required.

I am concerned we have no information on our transfer tomorrow. I do have the voucher after several calls pre cruise to Azamara to recieve it ( It was not originally included in our cruise documents).

I can find my own way as needed but was expecting more support in Venice from the company.

Any insight or previous experiences would be helpful.

Adrift in Venice.

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I was reflecting on the total Azamara experience to date not just the fitness episode.

Appreciate your comments however my comments stand as written.

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I am so trying to be kind. I have had such troubles just getting on the boat (dealing with Azamara corporate) that the lack of  suitable exercise equipment for our June10th 2019 B2B cruise is just truly an insult.  What the heck will be in the gym that is worth using? This could be the best cruise experience in the world but I will not ge booking ever again with Azamara.  Honestly...I cruised with AMA river cruises in March and their wellness program was amazing Azamara you should be ashamed! At this point, I would be asking for financial compensation,  but given recent dealings on a multitude of issues, I know that is not even in the realm of possibility.  Hubby and I are booking for 2020, deposit made, but it is not with Azamara! Such poor customer sevice! Not a whine! A personal encounter reflected!

So frustrated.

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Just saw the post re the spin bikes. Those are less than satisfactory as well? Getting very nervous about our upcoming B2B cruise. Hope the experience as a whole isn't lacking. I love my gym time and especially want to enjoy it on my vacation. Yikes.

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Are you kidding me .... replace the rowing machine right away! How can you claim to be a premium line and let broken substandard devices or equipment of any kind linger? My hubby and I use the rower at least 3 to 4 times per week.

Come on Azamara...

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Thank you (once again!) Bonnie. Just received updated cruise documents with vouchers for the hotel and transfers!

Ready to go. Here's hoping all the wrinkles are worked out and the cruise meets expectations.

I will post our experience on return.

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Hi Bonnie,

Booking Reference is 3171320.

I have not heard anything back after my call today.

With thanks.

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Bonnie,

Do you have a contact for a senior contact for customer support for Azamara Canada? 

I called today to follow up on our hotel and transfers and there is no record of them despite my providing an invoice dated April 30th 2018 clearly outlining the charge and booking of both.

I am usually pretty understanding but this is ridiculous. I have spent a total of 20 hours on the phone to get a final invoice, OBC sorted out and now this.

I would really like to speak to someone about my experience and  I am very concerned I now have no hotel in Venice.

I actually want to cry I am so stressed about all this! Quite frankly it is impacting my future vacation. Not sure I even want to go now. 

If you can provide details of who and how to contact to resolve I would be so appreciative. 

The customer service agent I spoke to this morning was clearly flustered and perplexed by this issue. She was not able to provide any information or resolution. At this point I am waiting for a call back. Going on 2 hours now.

A.

Thanks for this suggestion and yes - I definitely will share our actual cruise experience. The final product will need to be significant in order to outweigh the  horrible pre cruise issues we have endured and the extent of our own personal efforts to manage what Azamara should be responsible for and  delivering.

We have travelled with AMA waterways, Celebrity and Many Relais and Chateau properties to name a few and never had these problems with any other company.

I so hope the cruise experience negates the current negatives. We remain hopeful despite having to spend more time on the phone to sort out yet another issue. 

Discouraging!

A.

Thanks all for your guidance and support. So appreciated. We are Canadian. I will call Azamara on Monday. Third major issue with our booking.  Not at all happy at all to have to chase for a final invoice, OBC and now documentation that should have been sent.

I think perhaps Viking or Oceania next time. If we consider Azamara again, which is doubtful, we will book with a TA.

Thanks again.

A.

Thank you for this reply.

As noted in my original posting I have all my electronic cruise documents for both our back to back voyages. However none of these documents mentions or gives any details of our pre cruise hotel and transfer. That is the issue I am seeking specific advice on.

I am still wondering where I find details on our transfer ( times etc.) and what documentation I need to bring with me to prove both hotel and transfer are booked and paid for via Azamara!

Have to say ... Azamara surely falls down on the administrative side of things.

Have had nothing but issues!

A.

Hello,

As a newbie Azamara cruiser I am wondering regarding cruise documents, specifically those related to our  pre cruise hotel and port transfer booked directly with Azamara.

Although these additions are noted and confirmed on my final invoice, I did not receive any further documents or information with our final cruise documents.

I have checked in online and nothing further there either.

We leave June 6th for Venice and am concerned. Should I be? Is this usual for Azamara? What do I need to prove purchase at the hotel on arrival? How do I do find out details of our port transfer to the ship from the hotel?

Any insights are most appreciated. 

Thanks very much.

Just an update ...called again. Spoke directly to the department. Found out only get OBC for the first portion as the second cruise was booked at a severely reduced fare. Ok. Should be posted to my account this morning. Fingers crossed. Thanjs again to all for your responses and ideas. Most helpful !

Sigh ...

So I called Azamara re the OBC and they said they would have it posted the day I called but it is still not there!  48 hours later.

I have to say I had such trouble getting a final statement upon paying our balance in full ( resolution required Bonnie to intervene) I fear I am in the same loop on this issue. 

I have to say the administrative aspects of dealing with Azamara have been an absolute nightmare. Sure hope the cruise product is better. I have dealt with other premier lines and NEVER had these issues. Yes, if I book Azanara again it will be through a TA.

Does anyone know which department I should ask to speak to. Any insight before I call yet again would be appreciated.  

We have spent a fair bit of hard earned dollars on this line. Not sure why everything "paperwork" related is so difficult.

Hi Marinaro44,

That sounds like a great idea. I think we will plan to copy your itinerary. Seems a shame to miss Athens entirely.

I called Azamara today and they are looking into why the OBC has not been applied to either voyage. Last issue took several calls and eventually Bonnie's assist to resolve. Hope this one is easier.

Thanks to all for the responses. I will call today as have not heard anything.

Thanks flying shoes!

Yes it is June not July sailings. I will resubmit!

Thanks for the info re B2B procedures. Sounds much easier than I suspected!