Misleading advertising. Beware.

Comparisons are important, and a good way to paint a valid description. Crystal is reputed to be one of the best 6 star lines. We've enjoyed  cruising with them previously so serves as an easy comparison.

The boarding experience in Lisbon was up a shabby ramshackle tented gangway. Not even a "Hello and welcome aboard" and certainly no welcome drink nor semblance of service . Following a pleasant check in clerk we were directed to the elevators dragging luggage. What 5 star hotel or cruiser have you been to where nobody accompanied you to the room/cabin ? That should have been the warning signal of what to expect.

Don't swallow the ploy that Crystal sell the 'first night in port' as a plus for arriving pax. Not so, its another cost saver for the company calculated you lose whilst the company gains. $500 per person or more youre paying for the cruise cabin resembling a closet for a night , instead buys the best luxury accommodation in 5 star hotels with a wide choice of dining possiblities in any major cities departure port.

However this cruising standard we considered; in common with many of co cruisers, was lower than the benchmarks Seaborne or Silver Sea. The Symphony is now well down the scale. Claims as to being 6 star and the # 1 exclusive cruise line are wild exaggerations of the truth. Without doubt Crystal is on a major cost cutting exercise under the new management. If you are looking for luxury cruising and value for money you are advised to look elsewhere.

The Symphony is tired, and badly in need of a refit. Old cheap prints do nothing to enhance the outdated furnishings in very small cabins.The overall impression is clearly of overwhelmingly sloppy management.

On day 2 we attempted to speak with the Hotel Director and was told we have to make an appointment by email instead of simply calling him on his mobile or pager. Herein undoubtedly lies the root of the management problem. This is an incapability or planned device to avoid responding in a timely manner. 6 hours later and only after contacting the head office in California, did the Director respond.

The only positive is the ship is immaculately clean..

Waiting crew on open decks (breakfast or lunch) mainly Philippinos have an uncontrolled tendency to be over friendly and in ones face. Failing to clear dirty dishes from table in a timely fashion because theres never a manager in sight, doesn't make their presence more appealing. 48 hours following my complaint, the matter was recitified to normal anticipated standards, proving the management had dropped standards as a norm. Sloppy as accused.

Dining room waiters are very good and we have no complaints. However, again the restaurant manager is noted by his absence during service. Food is above average, but the kitchen does not excel  serving merely good Bistro standard to be found in any major European City. .

Housekeeping likewise is not paying attention to their managing, or the beds would be properly dressed instead of simply being thrown together. They do not turn beds down at night. No flowers, chocolates nor fruit nor champagne in the pokey tiny cabins. Two normal sized people cannot pass each other between the wall and the foot of the bed.

Bar staff are acceptable, but here as all of the ship, in every single aspect lacks professionalism. There's not one part of the ship nor its operation I would commend as being excellent or at best equal to 4 star. Unfortunate, for it is precisely that Holy Grail which ships of this calibre strive for.

Entertainment was very poor. A Transatlantic cruise needs distracting quality shows.

A scheduled stop at the Azores was cancelled by the Captain, claiming a risk of Hurricane force weather conditions. This was either a figment of his imagination or more likely an economic decision driven by cost cutting. I was a professional racing yacht skipper, well able to read meteorological charts and forecast weather with the best , and I saw no valid reason for this decision. In fact I was 100% correct , There was no bad weather for the day we should have docked.

The CEO and her Board need to travel more, taking note of their competition. Sampling it would have them disembarking with their eyes cast down and worried for the future expectations of their shareholders.

Improvement will not occur rapidly, requiring a major change of CEO and management.

This particular cruise remained an unfortunate place to be, for 13 days failing our high but justifiably balanced expectations in every field. The experience will likely leave an unpleasant memory as a waste of money. This fairly ordinary form of transatlantic transport could be had at half the price and probably more enjoyable for expectations wouldn't be high. It was a relief to disembark in Miami.

Detailed letters of justifiable complaint to the CEO remain unanswered 2 months later, as yet another indictment of poor management . When the CEO has not to common commercial decency to respond, nor make a offer of retribution is an indication of where the root problem lies. She couldn't care less - shareholders take note !

Eventually March 2017 following many reminders, customer service apologising profusely - impossible to defend our accusations offered $750 discount off a cruise with them, a grossly insufficient amount considering the poor cruise, and without the scheduled stop in the Azores. Unless the CEO is replaced we wouldnt cruise Crystal again.

Finally. Take our valid advice as regular cruisers for more than 20 years, always in 5 star or better ships. You would not be doing yourself any favour by cruising Crystal.

David.