Live from Quest, Barcelona to Montreal, July 22 to August 29

[SLSD]

27 minutes ago, travel4b said:

The issues are service, service and service.  We are now six days in and the ship is struggling to provide anything close to a Seabourn experience.  We’ve been on the Ovation and Sojourn post-covid with both ships being half full and had a marvelous time.  This time the ship is full and the inexperience of so much of the staff can’t be overlooked.  Service has ranged from sloppy to indifferent, with a few pleasant exceptions.  A couple (most recent) examples.  The most one can usually get out of the morning Colonnade hostess is a nod.  The crew member stocking the Card Room provisions just now completely ignored me even though I’m the only other person in the room.  And like a lot of other crew members, he needs to tuck in his shirt and get a haircut!  I’ve also given up on that Seabourn signature experience of being acknowledged by name, even by the cabin attendants.  I could go on and on with many more examples.  In sum, it’s not one glaring thing but rather a long succession of missed chances to provide exceptional service.  At the end of the day, personal service - that feeling of “family” - is how Seabourn has built their reputation.  We are definitely not feeling it on this cruise.  We are booked on a 47 night cruise next fall but are now inclined to cancel for fear of having six weeks of similar disappointment.  

Have you considered handing the Hotel Director a  written list of your observations?  (I fully recognize that you shouldn't have to do this.)There should be expectations for the crew in terms of dress neatness, haircuts, speaking to guests,  trying to call them by name, etc. etc.  I'm sure with so many new crew members, it is a challenge for those training them.  And, perhaps SB could not be as selective as they were previously.  

 

Very occasionally (pre-Covid) in the past, we ran into crew members who were clearly in the wrong line of work.  Either they had a poor attitude or an inability to do their job well.  But, it was always SUCH a contrast to the typical crew member that it was surprising and really stood out.  We are low key undemanding guests but do expect to see the service and style for which SB is known, so I understand your disappointment. 

 

One other thought--on one of our SB cruises, we got to know a young crew member from The Netherlands quite well.  We chatted about a lot of things and he told us that he found the work he was doing to be quite hard.  He said he was surprised at  how hard he had to work and  how long the hours were.  He was cheerful, conscientious, and delivered great service--but was so weary.  I think not everyone is cut out for working on a ship and perhaps with so many new crew members, there are a quite a few who just don't belong there.  

Edited August 10, 2022 by SLSD

[lincslady]

Sadly, I feel sure it is a combination of a full ship (not been happening recently, for obvious reasons) and a great many new staff members, possibly not as suitable as usual, and not a high enough proportion of well trained staff to teach them.  They may have coped better when they only had perhaps half as many passengers on board.

 

It is a shame that it is spoiling your cruise, though, and Seabourn should ideally know how many new staff they will have onboard, and only book a suitable number of suites for them to cope with. 

 

There are quite a few lines at present looking for new staff, and  obviously not enough good trained ones to go round.

[nancygp]

Travel4b,

 

Thanks for responding and so sorry to learn about all the service issues you’re having.  We board the ovation shortly and hope for a really good experience.

 

Nancy

[Mr Luxury]

On 8/8/2022 at 6:17 PM, lincslady said:

John Barron has been a CD with Seabourn previously, and it seems has returned.  Most people thought he was great;  some didn't.  The Marmite effect, as we say in the UK; something you either really like or really don't.

 

 

John Barron is here on Encore with his family on vacation. 

Handre had also arrived today.

 

[travel4b]

3 hours ago, SLSD said:

Have you considered handing the Hotel Director a  written list of your observations?  (I fully recognize that you shouldn't have to do this.)There should be expectations for the crew in terms of dress neatness, haircuts, speaking to guests,  trying to call them by name, etc. etc.  I'm sure with so many new crew members, it is a challenge for those training them.  And, perhaps SB could not be as selective as they were previously.  

 

Very occasionally (pre-Covid) in the past, we ran into crew members who were clearly in the wrong line of work.  Either they had a poor attitude or an inability to do their job well.  But, it was always SUCH a contrast to the typical crew member that it was surprising and really stood out.  We are low key undemanding guests but do expect to see the service and style for which SB is known, so I understand your disappointment. 

 

One other thought--on one of our SB cruises, we got to know a young crew member from The Netherlands quite well.  We chatted about a lot of things and he told us that he found the work he was doing to be quite hard.  He said he was surprised at  how hard he had to work and  how long the hours were.  He was cheerful, conscientious, and delivered great service--but was so weary.  I think not everyone is cut out for working on a ship and perhaps with so many new crew members, there are a quite a few who just don't belong there.  

You make very valid points here. We do in fact have a meeting with the hotel manager scheduled to see what he can do.  As to the ratio of new to old crew the ratio here is quite skewed toward the former. It seems so much of the crew is very new to Seabourn, or even cruises in general.  We’ve been told even the hotel director is very new to Seabourn and comes not from anther cruise line but rather high end London hotels. I’m not sure how you compensate for that lack of institutional memory at the top management level. 

[SLSD]

9 minutes ago, travel4b said:

You make very valid points here. We do in fact have a meeting with the hotel manager scheduled to see what he can do.  As to the ratio of new to old crew the ratio here is quite skewed toward the former. It seems so much of the crew is very new to Seabourn, or even cruises in general.  We’ve been told even the hotel director is very new to Seabourn and comes not from anther cruise line but rather high end London hotels. I’m not sure how you compensate for that lack of institutional memory at the top management level. 

Be sure to give him something in writing---that way he will have it on his desk and, after your meeting can refer to it.  As my lawyer husband says--always give them a piece of paper they cannot ignore.  If he is from a hotel, he is probably on a steep learning curve himself.  

[JPH814]

I will be on Quest for 12 weeks in October.  So I may return with a similar opinion and level of disappointment I have heard on this thread. 

 

However, I hope I will not get to the point where a staff member's haircut or failure to call me by name  - or even this level of "affront" happening 2 or 3 times a day, every day - will cause me to re-think my future cruising decision. We are not royalty.  This is not 1920's golden-age.  We are not houseguests at Downton Abbey.  

[SLSD]

47 minutes ago, JPH814 said:

I will be on Quest for 12 weeks in October.  So I may return with a similar opinion and level of disappointment I have heard on this thread. 

 

However, I hope I will not get to the point where a staff member's haircut or failure to call me by name  - or even this level of "affront" happening 2 or 3 times a day, every day - will cause me to re-think my future cruising decision. We are not royalty.  This is not 1920's golden-age.  We are not houseguests at Downton Abbey.  

  I totally agree with you---we are not royalty or entitled.  But---tucked in shirts and neat (even  if long) haircuts are part of the discipline of an organization. So is adhering to SB's long tradition of friendly, personal service.  I don't see these issues as "affronts".  Sometimes, though,  people DO need guidelines enforced.  I would have fun on a SB cruise no matter what--but good service DOES enhance the experience.  As I said, we are not demanding picky guests--but I do understand how small lapses build up and eventually erode the experience. 

 

Edited August 10, 2022 by SLSD

[travel4b]

40 minutes ago, JPH814 said:

I will be on Quest for 12 weeks in October.  So I may return with a similar opinion and level of disappointment I have heard on this thread. 

 

However, I hope I will not get to the point where a staff member's haircut or failure to call me by name  - or even this level of "affront" happening 2 or 3 times a day, every day - will cause me to re-think my future cruising decision. We are not royalty.  This is not 1920's golden-age.  We are not houseguests at Downton Abbey.  

Please don’t misinterpret. I don’t expect to be treated like royalty and would never, ever look down on or diminish a crew member in any way. Indeed, one thing I have always loved about Seabourn is that guests and crew feel like family to each other, without an upstairs/downstairs vibe.  Having cleared that up, I feel I’m really quite content staying at a Holiday Inn - as long as I’m not paying Four Seasons prices!  

[travel4b]

6 minutes ago, SLSD said:

  I totally agree with you---we are not royalty or entitled.  But---tucked in shirts and neat (even  if long) haircuts are part of the discipline of an organization. So is adhering to SB's long tradition of friendly, personal service.  I don't see these issues as "affronts".  Sometimes, though,  people DO need guidelines enforced.  I would have fun on a SB cruise no matter what--but good service DOES enhance the experience.  As I said, we are not demanding picky guests--but I do understand how small lapses build up and eventually erode the experience. 

 

Exactly.  You put it better than I. 

[saminina]

2 hours ago, travel4b said:

Please don’t misinterpret.

Your posts have been fine.   Nothing you have written is out of whack.   Always amazing how people can read the printed word and not think beyond.

[italyforme]

13 hours ago, sunshineocean13 said:

I think JP is doing a great job as CD,

JP was cruise director on our Odyssey cruise in March and we really enjoyed his personable style.

[rkacruiser]

9 hours ago, travel4b said:

 We’ve been told even the hotel director is very new to Seabourn and comes not from anther cruise line but rather high end London hotels. I’m not sure how you compensate for that lack of institutional memory at the top management level. 

 

Institutional memory and experience in the business in which one is now engaged has been an issue in the cruise industry for quite some time pre-Covid.  

 

Don't want to start an argument, but, the personal appearance of many in the public eye, i.e. sports players, etc., has been an irritant for me for some time.  While crew members are not "idols" of our youth, these long-haired, unshaven baseball and football players are.  Is it really what our society wants our youth to emulate?  If I encountered such crew on my cruise, it would not ruin my cruise, but, it might lead to a negative comment or two to the HD and/or on my end of the cruise evaluation.  

[sfvoyage]

A few comments regarding the substandard service reported on here.

 

First, many of the "A team" crew members have been deployed on the Venture for its maiden voyages, and as a result service level on the other ships is bound to suffer to some extent for some period of time.  This happens every time a new Seabourn ship comes on line.  We can argue this is due to poor planning, but it's been this way even in the good old pre-Covid days without staffing challenges...

 

Which brings us to the main issue:  staff shortage.  "Nobody wants to work" is something that family and friends in the hotel industry has told me time and again.  This challenge has also been discussed on here many times - the hospitality industry/service sectors can't hire people, rehire people, and train up people fast enough.  Our local restaurants and bars have curtailed hours due to staffing shortage.  Our local San Francisco Symphony has lost front-of-house staff as well - some would rather stay home because their unemployment pay is higher.

 

In the past, whenever there would be a batch of Seabourn Academy (the terminology has since changed, I believe) on board, after finishing their classroom training, the new staff would be released to work in various customer-facing positions, and I would pay extra attention to see if I could pick out the newbies (they were not identified as trainees by their badge or any other way).  Usually, I would be unsuccessful in picking them out, because an overwhelming majority of the newbies were very well-picked to begin with and so well trained on board.

 

Based on the recent comments, I would venture to guess that Seabourn has had to lower their screening criteria and that many of these newbies may not last beyond their first trial run/contract.

 

I only hope that Seabourn hasn't also lost any of their excellent corporate trainers, such as Liliana.  Is she on board by chance conducting the training and supervising the newbies? 

 

 

Edited August 11, 2022 by sfvoyage

[travel4b]

4 hours ago, sfvoyage said:

A few comments regarding the substandard service reported on here.

 

First, many of the "A team" crew members have been deployed on the Venture for its maiden voyages, and as a result service level on the other ships is bound to suffer to some extent for some period of time.  This happens every time a new Seabourn ship comes on line.  We can argue this is due to poor planning, but it's been this way even in the good old pre-Covid days without staffing challenges...

 

Which brings us to the main issue:  staff shortage.  "Nobody wants to work" is something that family and friends in the hotel industry has told me time and again.  This challenge has also been discussed on here many times - the hospitality industry/service sectors can't hire people, rehire people, and train up people fast enough.  Our local restaurants and bars have curtailed hours due to staffing shortage.  Our local San Francisco Symphony has lost front-of-house staff as well - some would rather stay home because their unemployment pay is higher.

 

In the past, whenever there would be a batch of Seabourn Academy (the terminology has since changed, I believe) on board, after finishing their classroom training, the new staff would be released to work in various customer-facing positions, and I would pay extra attention to see if I could pick out the newbies (they were not identified as trainees by their badge or any other way).  Usually, I would be unsuccessful in picking them out, because an overwhelming majority of the newbies were very well-picked to begin with and so well trained on board.

 

Based on the recent comments, I would venture to guess that Seabourn has had to lower their screening criteria and that many of these newbies may not last beyond their first trial run/contract.

 

I only hope that Seabourn hasn't also lost any of their excellent corporate trainers, such as Liliana.  Is she on board by chance conducting the training and supervising the newbies? 

 

 

Excellent comments; you pretty much hit the nail on the head. We did in fact meet with the HD (Klaus) and came away feeling much better, having had an explanation of the reasons behind the scenes for the service deficiencies.  More importantly, we were assured that they are well aware of the problems and are actively working on doing everything in their power to get back up to speed, most specifically bringing on more (and more experienced) crew at the next opportunity (Reykjavik).  I must say I came away with a much higher opinion of Klaus; he actively listened and was honest and open. Despite only being with Seabourn for a few months he does seem to “get it.”    Having said all of this, we are moving on now toward fair skies and fine ports.  Finally, my apologies for highjacking this post a bit!

[kjbacon]

We had another lovely day in gorgeous Scotland. We explored the little village and hiked the coastal lighthouse trail.

 

8 hours ago, travel4b said:

Excellent comments; you pretty much hit the nail on the head. We did in fact meet with the HD (Klaus) and came away feeling much better, having had an explanation of the reasons behind the scenes for the service deficiencies.  More importantly, we were assured that they are well aware of the problems and are actively working on doing everything in their power to get back up to speed, most specifically bringing on more (and more experienced) crew at the next opportunity (Reykjavik).  I must say I came away with a much higher opinion of Klaus; he actively listened and was honest and open. Despite only being with Seabourn for a few months he does seem to “get it.”    Having said all of this, we are moving on now toward fair skies and fine ports.  Finally, my apologies for highjacking this post a bit!

Please don’t apologize. Everyone is always welcome anytime and your input is appreciated.

 

Dinner in the restaurant was ok. My app was a simple salad with another complex menu description and Jack had the spaghetti bolognese. Main courses were an over cooked piece of halibut and lamb chops.

 

The weather finally caught up with us and our kayak excursion was cancelled due to conditions. Instead, I had a fantastic Thai herbal poultice massage from Pedro.

 

There are many unhappy campers on board with the service being so off. They are quite understaffed and they never should have filled this leg of the trip. Things were manageable before when there were fewer passengers but I guess that’s obvious. Even the SB faithful are starting to grumble and question whether they will repeat. We aren’t suffering but we certainly aren’t getting a 6* cruise.

 

Tomorrow is a sea day and a formal night. Hopefully, there will be something new or interesting on the menus!

 

[JPH814]

A quick question:  Are there "hosted tables" on your cruise (whether you partake or not)? We have always enjoyed them and hope for invitation(s) on our Quest cruise in October.

[CabinBoy2020]

On 8/9/2022 at 5:22 AM, markham said:

That is a big relief. We have so many Seabourn cruises with warm, charming and active captains. It would be a shame if a new captain, 

while technically competent, stayed to himself. 
We are on Silver Dawn now. And their officers are invisible. Waaaay different social vibe.

 

Happy and healthy sailing!

 

This may not be the right forum, but I'd love to hear more about the "different social vibe".  I'll be on Silver Moon next year (first time Silversea) and would appreciate your comments. Perhaps you'll review your cruise on the SS board?  

 

Bill

[SLSD]

56 minutes ago, CabinBoy2020 said:

 

This may not be the right forum, but I'd love to hear more about the "different social vibe".  I'll be on Silver Moon next year (first time Silversea) and would appreciate your comments. Perhaps you'll review your cruise on the SS board?  

 

Bill

Why don't you start a new topic for this--I am interested as well. 

[kjbacon]

We had a dolphin escort out of Scotland.

 

The weather is not great but we are still hopeful that we will see lots of wildlife on our way to Iceland.

 

We opted for dinner in the Collonade for the Chef’s Market that featured local dishes. Not sure why the chef thought Haggis and Blood Pudding were the Scottish dishes to feature but that’s that. They did, however, have a delicious Prime Rib at the carving station and who doesn’t love a baked potato.

 

Today is a sea day and formal night but we will probably opt for more casual than The Restaurant. Hoping to get better wildlife pictures today!

 

 

 

[travel4b]

Here’s hoping the additional crew members board tomorrow in Reykjavik as promised and can turn this frustrating cruise around. Yes, we’re not suffering but it’s sure not a 6* experience by any stretch.

[kjbacon]

8 hours ago, travel4b said:

Here’s hoping the additional crew members board tomorrow in Reykjavik as promised and can turn this frustrating cruise around. Yes, we’re not suffering but it’s sure not a 6* experience by any stretch.

Yes, we are all hoping right along with you! 
 

After some lousy weather, rough seas, and disappointing meals, yesterday was a welcome improvement. We reached our first port in Iceland, Heimaey in the Westman Islands with calm seas and breathtaking beauty … and puffins! 🐧 We did a boat tour circumnavigating the entire island and it was terrific. I am so excited to be in Iceland!

 

 

 

We finally got to Earth and Ocean last night, deciding there was something alluring about being tucked back out of the rain with heaters and blankets to dine Al fresco in Iceland. We were right! We had such a fabulous time and enjoyed one of the best meals that we have had on the ship. The meal starts with a delicious bread service with spreads: smoked chicken, tapenade, and compound butters. Easily the best bread course on the ship, no close second.

 

 

Apps were prosciutto wrapped asparagus and a pasta with meatballs and toasted garlic chips. One was better than the other and look at how beautifully the asparagus is plated.

 

 

For our main course, we got the skirt steak with steak butter, harissa aioli, and chimichurri. Instead of the side of potatoes, we split the grilled cauliflower with pomegranate.

 

 

Today is Reykjavik and we have a full day tour, The Best of the Golden Circle. 

[DaveA]

On 8/2/2022 at 4:02 PM, Fletcher said:

We are also sailing next month.  We've never caught the virus because we've been careful, rarely socialise, never use public transport and live in a remote rural area.  Where we live it has become difficult to find somewhere offering an antigen test -  no local pharmacy does it because they say there is no longer any demand.  We have found one, about 40-miles away, at a local airport - but I am very hopeful Seabourn will drop this requirement. 

No need to drive 40 miles for a test. Do a video-supervised one. We have used tests from DocHQ (dot co dot uk) - very convenient and inexpensive.

[Mauzac]

3 hours ago, DaveA said:

No need to drive 40 miles for a test. Do a video-supervised one. We have used tests from DocHQ (dot co dot uk) - very convenient and inexpensive.

 I've made a note of that company for the future, if we need it.  Thank you.  

 

We have literally just booked a telehealth supervised one in UK.  SkywayTesting, never used them before, let's hope it all works out!

Last cruise in February the day before flying we went to a Clinic in our nearest town (45 minutes away) for a health professional to test us and therein lies another story.  So stressful, it all went wrong, I won't spook anyone with the gory details, we did make the cruise eventually!  

[markham]

Cabinboy2020,

 

My take on Dawn’s recent social vibe is offered on another thread on the Seabourn board. I think it8s good enough to describe my recent week there. For what it’s worth, I repeat it below:

 

”

We left the brand new and lovely Silver Dawn yesterday in Barcelona after a week’s cruise, and we were required to show negative Antigen tests when we embarked in Civitavecchia. We were also instructed repeatedly to wear M95 masks on tours and tenders, and to exercise caution on board. Daily temperatures were taken by the butlers.

 

As far as I know there was no Covid on the ship, and it was quite full. How welcome is that?! We avoided the show lounge and main bar since they were fully enclosed/inside spaces. But we ate many meals in the wonderful Atlantide restaurant, which I should add, was never more than 75% full. Otherwise it was the outdoor section of Terrazza. Pre-dinner cocktails were always in the near empty Panorama Bar with its quick access to the deck. It was usually us, maybe 6 other couples, 3 or even one musician and several wait/bar staff. Where were everyone else? Maybe by the big pool and its comfortable padded sun loungers.

 

(And about sun loungers, may I carp one more time about the awful old unpadded narrow stuff on Seabourn ships? There is no comparison with the Silversea Moon, Muse and Dawn sisters!!!)

 

About mixing it up, and maybe exposing yourself to more folks who might be infectious, you may well know that Silversea is not Seabourn. There are virtually no sail-away parties  (with or without live music), caviar in surf or pool party, beach or marina days, welcome back on board red carpet event, Officers on Deck party, or the dreaded and silly Howdy Doody Git to Know Yer Nayber Party on day 2. On Silversea the entertainment was, well, simpler, eg far fewer musicians. So it’s safe there but rather boring or staid, depending on what might feel the urge to opine. But for me, the reduction or deemphasis due to Covid of some of these fun times on Seabourn would be more noticeable there. Silversea? Not as much happenin’. So not much risk for that reason. Oh, well.”

 

Happy and healthy sailing!