Riviera Norovirus--Received letter from O

[dibel]

Well, a letter from Oceania arrived in my mail yesterday. If you recall, I took my questionnaire home and mailed it to headquarters. It basically stated that people can bring illness on board and when that happens, it is not their fault. They institute the strictest sanitation policies (don't agree one bit with that) and then went on to explain that missed ports are beyond their control They then stated that no compensation was due. I NEVER ASKED FOR COMPENSATION so found that one interesting. They also hope that we have wonderful memories of our cruise (not) and will welcome us with pleasure on our next trip. Anyone else get one?

[gigianne]

Nothing yet! Strictest sanitation policies? - who are they trying to kid. No sanitation machines to be found at the gangway when we embarked in Barcelona and according to an ships officer who I questioned "why not" - his answer - "we are not required to by the CDC". And before anyone posts that hand sanitizer does not kill all germs - I know that - but, every little bit helps!

dibel thanks for this post - I won't be holding my breath when I check our mailbox!

[kazu]

Well, it looks like you did the right thing mailing your survey.

 

I question the sanitation measures on board highly. Any cruise line that leaves out condiments, salt and pepper shakers, sugar, creamers, tables set with cutlery, food outside for hours unprotected, casinos, library, and computer rooms open for everyone to touch is not taking full protocol IMO. Not to mention the pool and the hot tubs. I am sure I have forgotten some things but having been through Noro on two other ships, what I saw was not good protocol. Heck, I could even get my own coffee in the morning!

 

I am glad to hear you got a reply but not pleased with what you received.

 

Was there any empathy at all in the "form" letter?

[RJB]

So sad to read all of this. In all our years on Oceania we always got the impression that O cared a lot what we thought. The mid cruise survey was answered within a few days and any problems were addressed. Is this because of the merger? Hope this is a one time mistake because Oceania has been our cruise line of choice for 10 years and hope it can be for the next 10 years. Happy holidays to all.

[dibel]

No, I wouldn't say it showed any emphathy. In fact, I had Dave read it last evening and he used the word "condescending." I really think they dumped the surveys in the garbage...why else wouldn't you get a reply? At least, perhaps they destroyed the most damaging.

[Silver Sweethearts]

They institute the strictest sanitation policies (don't agree one bit with that) and then went on to explain that missed ports are beyond their control They then stated that no compensation was due.

 

If Oceania states that missed ports are beyond their control (and therefore it seems no port taxes will be refunded to passengers), then why did Seabourn give everyone a refund when the Sojourn missed two ports on a cruise we took? We doubt Seabourn was anxious to part with the money if not necessary.

[RJB]

If Oceania states that missed ports are beyond their control (and therefore it seems no port taxes will be refunded to passengers), then why did Seabourn give everyone a refund when the Sojourn missed two ports on a cruise we took? We doubt Seabourn was anxious to part with the money if not necessary.

 

Seaborne. Smart business choice

[Travelcat2]

Well, it looks like you did the right thing mailing your survey.

 

I question the sanitation measures on board highly. Any cruise line that leaves out condiments, salt and pepper shakers, sugar, creamers, tables set with cutlery, food outside for hours unprotected, casinos, library, and computer rooms open for everyone to touch is not taking full protocol IMO. Not to mention the pool and the hot tubs. I am sure I have forgotten some things but having been through Noro on two other ships, what I saw was not good protocol. Heck, I could even get my own coffee in the morning!

 

I am glad to hear you got a reply but not pleased with what you received.

 

Was there any empathy at all in the "form" letter?

 

Your post puzzles me. As I recall, Oceania is as rigorous about sanitation as Regent is. How exactly do you expect any cruise line to take responsibility for pools, hot tubs, casino, library books and the computer room? I wipe down the computer keyboard and mouse prior to using it (every time). In the casino, is someone from Oceania suppose to wipe down each machine after use (or the table where someone has been sitting? Books in the library - do not even know now to respond to that one. What about buttons on elevators? I agree that good sanitation is important but we need to take some responsibility for ourselves.

 

Every part of the ship is always being cleaned, however, a surface can be cleaned and then someone that is sick sneezes or coughs into their hand and touches the just cleaned surface (I witnessed this on the cruise we just returned from numerous times). I would guess that 50% of the passengers that sounded really ill (based on bronchial coughing, etc.) did not cover their mouth or nose when they should have been (and these people were coughing up a storm). It is easy to blame Oceania for everything - even if they had nothing to do with someone getting sick.

Edited December 23, 2015 by Travelcat2

[kazu]

Your post puzzles me. As I recall, Oceania is as rigorous about sanitation as Regent is. How exactly do you expect any cruise line to take responsibility for pools, hot tubs, casino, library books and the computer room? I wipe down the computer keyboard and mouse prior to using it (every time). In the casino, is someone from Oceania suppose to wipe down each machine after use (or the table where someone has been sitting? Books in the library - do not even know now to respond to that one. What about buttons on elevators? I agree that good sanitation is important but we need to take some responsibility for ourselves.

 

Every part of the ship is always being cleaned, however, a surface can be cleaned and then someone that is sick sneezes or coughs into their hand and touches the just cleaned surface (I witnessed this on the cruise we just returned from numerous times). I would guess that 50% of the passengers that sounded really ill (based on bronchial coughing, etc.) did not cover their mouth or nose when they should have been (and these people were coughing up a storm). It is easy to blame Oceania for everything - even if they had nothing to do with someone getting sick.

 

Why are you puzzled by proper Noro protocols?????

 

that's what is done on most ships with a Noro outbreak and what should have been done. Covers come down on library books, casinos are closed, pools are closed, the list goes on. Salt and pepper is served in tongs in the little paper packs. The list goes on. In no way did O do proper Noro prevention from my experience. And remember I have encountered Noro before. If you want to live in the dream world that Oceania is rigorous about sanitation while they leave food out for hours uncovered, enjoy the dreams. I know what I saw. I know what the service was like and I was on the ship.

 

I have been on other ships with Noro and I can assure you that cleaning surfaces with goop does not solve the problem if things are left available to be touched and handled over and over again. Sure, we all have to take responsibility but so does the ship's management.

 

Each to their own. We are bound to disagree on this.

 

Happy holidays.

Edited December 24, 2015 by kazu

[Mura]

I was thinking of trying to arbitrate this dispute but I know that is impossible.

 

TravelCat was recently accused of being a cheerleader (not by you, Jacquie) which I can assure you she is NOT. (I don't know her but I have read many of her posts. She can see problems as well as anyone. But she disagrees with you apparently about what should have been done HERE. Well, so do I do a degree.)

 

I just don't see how the ship can shut down everything without having far angrier passengers than O has now over the Riviera incident. I find it interesting (I make no conclusions) that this didn't appear to happen with the Marina incident last spring. Different people make different conclusions? I don't know. I just noticed the difference.

 

I don't deny that from what I have read Riviera staff could/should have done more than they did. But that doesn't mean they should send everyone to the brig, which Jacquie, it does sound to me like you are suggesting.

 

We were in a VS on the Marina cruise and so if we'd been consigned to our cabin it wouldn't have been all that awful. But if I were in a lower cabin? I don't think we'd have been pleased to have so much access to entertainment shut off.

 

As to food handling -- yes, I agree that more can be done here. And perhaps more stringent and strident announcements to passengers about what THEY can do. But once Noro is onboard, the genie is out of the box. (Was a genie in a box? I don't recall. He was in SOMETHING.)

 

Mura

[kazu]

I was thinking of trying to arbitrate this dispute but I know that is impossible.

 

TravelCat was recently accused of being a cheerleader (not by you, Jacquie) which I can assure you she is NOT. (I don't know her but I have read many of her posts. She can see problems as well as anyone. But she disagrees with you apparently about what should have been done HERE. Well, so do I do a degree.)

 

I just don't see how the ship can shut down everything without having far angrier passengers than O has now over the Riviera incident. I find it interesting (I make no conclusions) that this didn't appear to happen with the Marina incident last spring. Different people make different conclusions? I don't know. I just noticed the difference.

 

I don't deny that from what I have read Riviera staff could/should have done more than they did. But that doesn't mean they should send everyone to the brig, which Jacquie, it does sound to me like you are suggesting.

 

We were in a VS on the Marina cruise and so if we'd been consigned to our cabin it wouldn't have been all that awful. But if I were in a lower cabin? I don't think we'd have been pleased to have so much access to entertainment shut off.

 

As to food handling -- yes, I agree that more can be done here. And perhaps more stringent and strident announcements to passengers about what THEY can do. But once Noro is onboard, the genie is out of the box. (Was a genie in a box? I don't recall. He was in SOMETHING.)

 

Mura

 

no worries Mura :)

 

you don't have to agree with me. You have been an incredible help to me in my planning for my cruise and it is appreciated.

 

Let me try to explain if I may - on other cruises, yes those things were shut down, but Noro was licked and gone within about 5 days. Then everything re-opened. Isn't that better than having it drag on and on? And believe it or not, no one complained as we understood what was being done and why because there was COMMUNICATION. and the service was still good, unlike on the Riviera.

 

If they didn't want to shut down certain services, then other precautions could have been taken, but weren't with food, cutlery, condiments, etc.

 

My issues with the cruise were not the noro, but what I saw going on, the same wiping of the same railing for 8 times while we tried to eat our dinner at that railing. The guy simply didn't know what to do and was just plastering the goop in the same two places over and over and over.

 

It's ok, we don't have to agree. I've just been there and done that and I was prepared for what would happen and it didn't.

 

Oh, and by the way, I've never been on a ship where we were refused entry to a port before because those ships had it under control enough to satisfy authorities with their efforts.

 

There was much more to this cruise than the Noro, but the Noro handling and communication were abysmal IMO. Sorry, but I am pretty firm on the lack of communication, heads in the sand by management and poor Noro protocols on this ship.

 

apologies for the long post and Happy Holidays to you and many thanks again for all of your help in my planning.

[wristband]

"There was much more to this cruise than the Noro, but the Noro handling and communication were abysmal IMO. Sorry, but I am pretty firm on the lack of communication, heads in the sand by management..."

 

Well put, totally agree! Your post echoes the sentiment of so many negative posts about the November & December Riviera debacle(s).

[PaulMCO]

It all comes down to the ships management.. Who was the GM on your cruise.

[ORV]

It all comes down to the ships management.. Who was the GM on your cruise.

 

Dominique Nicolle. I had always heard he's one of the better ones. I've never had a complaint in the past on Riviera. I also think there are/were issues in the F & B dept.

[RJB]

Dominique Nicolle. I had always heard he's one of the better ones. I've never had a complaint in the past on Riviera. I also think there are/were issues in the F & B dept.

I was told there is a new GM on board now. Things should improve.

[LHT28]

I was told there is a new GM on board now. Things should improve.

Who is the new GM ??

[kazu]

Who is the new GM ??

 

I believe it is Damien.

[RJB]

I believe it is Damien.

Probably the best GM that Oceania has. He will fix things. :):):)

[ronrick1943]

I really think it's true----"O" has very poor communications with customers during a cruise, it's always been not so good.

Rick

[ano]

What is funny is that everyone here seems to suggest NCL's influence is a big negative, but I was on an NCL cruise in October, and they have the hand disinfecting thing down to a science. One of three dedicated women is always stationed outside the buffet areas with her disinfecting bottle to make sure EVERYONE's hands are cleaned. In fact NCL's Washy Washy Happy Happy crews are legendary. I think Oceania should think about adopting something similar.

[KiwiFunCruiser]

What is funny is that everyone here seems to suggest NCL's influence is a big negative, but I was on an NCL cruise in October, and they have the hand disinfecting thing down to a science. One of three dedicated women is always stationed outside the buffet areas with her disinfecting bottle to make sure EVERYONE's hands are cleaned. In fact NCL's Washy Washy Happy Happy crews are legendary. I think Oceania should think about adopting something similar.

 

I agree.

[sail7seas]

What is funny is that everyone here seems to suggest NCL's influence is a big negative, but I was on an NCL cruise in October, and they have the hand disinfecting thing down to a science. One of three dedicated women is always stationed outside the buffet areas with her disinfecting bottle to make sure EVERYONE's hands are cleaned. In fact NCL's Washy Washy Happy Happy crews are legendary. I think Oceania should think about adopting something similar.

 

I experienced the same thing on NCL this summer. There was always someone at the entrance to the buffet dispensing sanitizer.

 

[RJB]

I experienced the same thing on NCL this summer. There was always someone at the entrance to the buffet dispensing sanitizer.

 

But I keep reading that these hand sanitizers do nothing to stop noro. So is this just a feel good post with no real value?

[LHT28]

What is funny is that everyone here seems to suggest NCL's influence is a big negative, but I was on an NCL cruise in October, and they have the hand disinfecting thing down to a science. One of three dedicated women is always stationed outside the buffet areas with her disinfecting bottle to make sure EVERYONE's hands are cleaned. In fact NCL's Washy Washy Happy Happy crews are legendary. I think Oceania should think about adopting something similar.

I think NCL is the only line I have seen this done on

well at least the lines I have been on

 

[Mura]

We encountered the same on an NCL TA in April 2010 ...