Live on Board the Riviera 6/6/2013

[surfyachtie]

Hi Everyone. I'm live on Riviera at the moment at the end of our third day of our cruise. As it is our first time on Riviera and indeed our first cruise I will note that whatever I have to say I has no comparison to any other cruise line or cruise experiences to measure against except commentary made on Cruise Critic in this forum.

That being said I will note my experience so far on this particular itinerary for your information and comment if you wish.

My main point of concern so far would be with out a doubt the service from bar and restaurant staff. The main contenders for non service would be the Casino Bar and the Pool Bar although MDR would crack a mention as well. This is a packed out cruise and it seems to me that the balance of staff to pax is way out of kilter. Example there are many staff standing around at Waves during the day for lunch but only one person serving drinks at sail off (4pm and the pool area is jammed to the max)

Tonight the Captain and crew had their function in Horizons and there were free cocktails and drinks for the duration in all bars. We were seated in the Casino Bar but because the 4 of us had the full drink package it did not matter that there were free drinks or not. We sat for over 30 minutes with empty glasses waiting to receive our order which we had to do twice. When we asked for the second time we were politely informed by an emotionless employee that the free drinks were finished believing that was why we were there. When we informed her that we were just trying to order regardless of the status of free drinks or not we finally got some action. The presumption made was ridiculous.

Our experience in MDR last night was similar although the problem was more about confusion than anything else. The sommelier was completely out of his depth in trying to get himself organised and the wait staff were telling him, in fact ordering him, to serve tables that had been waiting too long. It was an absolute shambles. Although a harsh statement I will temper by saying that tonight was perfect with no complaints from me at all. Go figure.

Don't get me wrong I am completely enjoying our cruise and I could go on more but Riviera is an elegant ship and we are really enjoying her. Normally we are really laid back about issues and but thought it worth a mention in the context of this forum only.

Regards

[LHT28]

My main point of concern so far would be with out a doubt the service from bar and restaurant staff. The main contenders for non service would be the Casino Bar and the Pool Bar although MDR would crack a mention as well. This is a packed out cruise and it seems to me that the balance of staff to pax is way out of kilter. Example there are many staff standing around at Waves during the day for lunch but only one person serving drinks at sail off (4pm and the pool area is jammed to the max)

 

Regards

 

I would ask to speak to the GM or Hotel Manager & voice your concerns

The Concierge can arrange it or even handle the problem for you

 

Enjoy the cruise

 

Lyn

[surfyachtie]

It has crossed my mind Lyn but Riviera deserves the benefit of doubt. Perhaps I can form a more positive opinion by the end of the cruise!

[DOJO466]

It has crossed my mind Lyn but Riviera deserves the benefit of doubt. Perhaps I can form a more positive opinion by the end of the cruise!

No, Lyn is correct, you need to speak to either the Concierge or the Food & Beverage manager. They need to know in order to correct matters. Don't wait until the end of the cruise as you will do yourself a big disservice and that of others.

[LHT28]

If they do not know there is a problem they cannot fix it

[vulcan1971]

I agree with Lyn as well. I have read a lot of Lyn's postings as I have been doing research on my first O cruise in 2014 on Marina. Don't wait for the mid-cruise comment card, talk to a person in authority so something can be done immediately.

 

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[pretenda]

We encountered the same problem with Sommeliers in May. We swiftly brought it to the attention of MD in GDR. The issue was fixed for the following evening and we encountered great service and no further problems. Please do draw attention to the matter, as Lynn suggested - and hopefully the matter will be speedily resolved. Enjoy your cruise, Oceania really is a great experience and all staff on board will be happy to assist you to make it perfect.

Glenda

[surfyachtie]

Perhaps you miss the point. It is all well and good to go and make a complaint when issues happen but for me that is not the case. I have indicated in my post that this is for the forums interest only. When I spend my money I expect to receive the goods and services I have paid for and not for the company I have spent my money on to respond to problems that they may have. It is simply a case for me that if what I have paid for is not to my expectations then I take my business elsewhere. This is the way my customers treat me in my business and I am sure Oceania have the same issues with their customers. If they have not got the ability to recognise service issues (which frankly are the core of their business) who am I to bother making a complaint to them about it. I let my dollar make the decision not a GM or F&B Manager who Oceania spend good money on in the first place not to have these issues.

[LHT28]

Sometimes things slip by even the best of them

 

I am sure it has already been taken care ;)

 

Enjoy the cruise

 

Lyn

[caviargal]

While I agree with voting with my wallet, I also believe in making the most of my current experience and would (and will if we have this issue onboard our Riviera cruise) absolutely bring less than acceptable service to management's attention. What line I choose to spend money on in the future is a separate decision from what the current issue may be.

[Travelcat2]

Perhaps you miss the point. It is all well and good to go and make a complaint when issues happen but for me that is not the case. I have indicated in my post that this is for the forums interest only. When I spend my money I expect to receive the goods and services I have paid for and not for the company I have spent my money on to respond to problems that they may have. It is simply a case for me that if what I have paid for is not to my expectations then I take my business elsewhere. This is the way my customers treat me in my business and I am sure Oceania have the same issues with their customers. If they have not got the ability to recognise service issues (which frankly are the core of their business) who am I to bother making a complaint to them about it. I let my dollar make the decision not a GM or F&B Manager who Oceania spend good money on in the first place not to have these issues.

 

I understand your point completely. We disembarked from the Riviera the day you embarked and also had the full alcohol package. While not a solution, we learned early in the cruise (2nd day) to avoid Happy Hour and any time where "free" or low cost drinks were available. We went into the Grand Bar (the small one - down the hall from Martini's) and found the service was great.

 

Hope you have a wonderful rest of the cruise.

[Wendy The Wanderer]

I agree that you shouldn't have to complain to make things right. Yes, I have done this kind of complaining, and yes, it got fixed, but I would prefer if it just didn't happen in the first place--that's my expectation on a premium (or luxe-lite) cruise line!

[LHT28]

. We went into the Grand Bar (the small one - down the hall from Martini's) and found the service was great.

 

It is the Casino bar the one with the Swarovski chairs

 

The Grand Bar is more of a hallway with sofas & chairs where the string quartet plays in the evening

[hypercafe]

On our last Rivera trip the bar service was very slow in all places, I think there is not enough staff in this area. We do not drink wine but if you have one of the packages you want quick service. If you complain the powers to be will tell the staff to take care of you at the cost of others who keep quiet. I agree at there level they should know what good service is. If you have to make an issues of it or give a big up front tip it is screwed up.

[wripro]

surfyachtie,

 

Are you saying that if you bought a Mercedes for $100,000 and something went wrong you wouldn't complain to the dealership because you expect everything to be perfect? The true test of a good product is how they handle matter is something goes wrong which they cannot do if they are not aware of the problem.

[surfyachtie]

surfyachtie,

 

Are you saying that if you bought a Mercedes for $100,000 and something went wrong you wouldn't complain to the dealership because you expect everything to be perfect? The true test of a good product is how they handle matter is something goes wrong which they cannot do if they are not aware of the problem.

 

wripro in this case it is not the product at fault it is the service two completely different things

[JimandStan]

wripro in this case it is not the product at fault it is the service two completely different things

 

Yes, well if your standard for the staff is that they should just telepathically "know what you want", then I don't wonder that the service isn't quite up to your specifications.

Is this a spoof?

[hypercafe]

I really do not think the staff need be mind-readers, if you enter a bar and sit down or have a empty glass in front of you, you should be asked if you want a drink or a refill in a short amount of time without having to go through any sort of gyrations.

[Caroldoll]

I had the same experience. I was hoping it got fixed. I waited until late in the cruise to do this. Mine was in Martinis and also Horizons. My husband and I went early each day and mentioned it to the cocktail waiter and this seemed to work. However, I know FDR reads these boards and it will at some time come to his attention. The reason I was given by the manager was that there were not enough somliers and I was under the impression they would fix it. For people who are not on the package this is a loss of revenue to the ship. I do hope Mr. FDR notices these posts.

[Wendy The Wanderer]

I really do not think the staff need be mind-readers, if you enter a bar and sit down or have a empty glass in front of you, you should be asked if you want a drink or a refill in a short amount of time without having to go through any sort of gyrations.

 

Yes, absolutely right.

[JimandStan]

Yes, absolutely right.

 

I also agree.

My issue is with the inference that correcting or directing the staff is somehow déclassé.

 

Personally, I've never had to do more than make eye contact with the Server, or point at my glass, but apparently some people view doing even that as "having to do the Hotel Managers job".

[JPR]

Employees can go south quickly and the only way for an employer to know is if customers complain. If you care about Oceania, you have a duty to let them know when something isn't right, but do it politely and respectfully (and of course be fair and reasonable; perfection is unattainable).

[LHT28]

Employees can go south quickly and the only way for an employer to know is if customers complain. If you care about Oceania, you have a duty to let them know when something isn't right, but do it politely and respectfully (and of course be fair and reasonable; perfection is unattainable).

+1 well said

[Linda VH]

Would you tell me what brand of pinot grigio is on the drinks package? Thank you!

[surfyachtie]

Would you tell me what brand of pinot grigio is on the drinks package? Thank you!

 

I will look it up for you Linda and let you know