Disappointing Journey: A Review of the Crystal Symphony Cruise Experience
Crystal Symphony Cruise Review to Europe - Mediterranean
Contributor Level:
Purser
Cruises: 2-3 cruises
Review: 1
Helpful Votes: 6
7 Night Europe & Mediterranean (Toulon To Venice)
Sail date: June 03, 2024
Ship: Crystal Symphony
Cabin type: Suite
Cabin number: 9035
Traveled as: Couple
Reviewed: 5 months ago
Review summary
The experience on the Crystal Symphony cruise was disappointing. Upon boarding, there was chaos with staff seemingly indifferent and guests left to navigate on their own. Only a single staff member with champagne trays guided guests to check-in. Once in my room, my Butler, Miland, was absent for the rest of the trip. The food was subpar except for the last four days at the Waterside Restaurant. Breakfast and coffee were particularly disappointing, with guests advising to wait until off the ship for a decent cup. While the pool staff were accommodating, the bartenders struggled to make good cocktails, leading to many drinks being returned. My Butler was unresponsive, even when asked about city maps or room service. The concierge staff were similarly unhelpful, directing me back to the Butler who never responded. Excursions were disorganized and not worth the cost, causing frustration among guests. Many couples, myself included, vowed never to book with Crystal Cruises again. Recommendations were made for Regent Cruise, specifically Regent Grandeur, as a truly luxurious alternative. This experience was far from a 5-star rating, more fitting of a 3-star, and I will be exploring other cruise options in the future.Embarkation
Upon boarding, there was chaos with staff seemingly indifferent and guests left to navigate on their own. Only a single staff member with champagne trays guided guests to check-in.
Ship experiences
Food and Dining
The food was subpar except for the last four days at the Waterside Restaurant. Breakfast and coffee were particularly disappointing, with guests advising to wait until off the ship for a decent cup. While the pool staff were accommodating, the bartenders struggled to make good cocktails, leading to many drinks being returned.
Onboard Activities
The pool was half full the entire trip. Fitness center was small but ok.
Entertainment
Stage shows were horrible. Performers were like watching a high school production.
Children's Programs
I didn't bring my kids
Service and Staff
My Butler, Miland, was unresponsive, even when asked about city maps or room service. The concierge staff were similarly unhelpful, directing me back to the Butler who never responded. When you're told by the Concierge Manager that you can't get a response from your Butler and her response is "it's not her problem" you lose hope of having any form of quality customer service.
Ship Quality
The cabin cleaning staff was kind and diligent. Really the only nice thing about this cruise.
Cabin / Stateroom
The cabin was pleasant, but the position of the television made nighttime relaxation viewing uncomfortable, which detracted from the overall value of the cabin.
Ship tip
I'd recommend canceling all excursions and exploring on your own. The disorganization of the staff led to hours of waiting instead of sightseeing. The tours aren't worth the cost or time. If you haven't booked with Crystal Cruise yet, I'd suggest saving your money and considering another cruise line. They don't seem to prioritize customer support, making it not worth the investment.
Thumbs up
0
Ports of call
I booked the "Rome with Vatican Museums Private Opening" tour, and it was worth every penny. We had exclusive access to the Vatican after regular hours, guided by our knowledgeable tour guides and accompanied by the Swiss Guard. Our guide, a charming older woman with decades of experience, made the tour exceptional. It was the standout experience among all the tours and excursions I participated in during the trip.
I opted for the "Cheese & Wine Tasting at a Local Casale" excursion, but it fell short of its value. The owner of the Casale appeared irritated by our presence, and the wines we sampled were basic house wines labeled Red and White. It was a disappointing experience that didn't justify the time or cost.
Giardini Di Naxos (Taormina), Sicily
I arranged the "Taormina Highlights" excursion, and while our local guide was delightful, she seemed extremely overwhelmed due to a lack of communication from our cruise staff. This resulted in a lot of time wasted waiting for instructions. At the tour's end, we were offered a glass of wine and some local food, which turned out to be just fried vegetables. In hindsight, I would have preferred exploring on my own; this excursion didn't justify the expense or time invested.
I chose the "Best of Corfu" tour to explore the entire island. However, it turned out to be three hours spent mostly on a bus, with a stop at a small town for lunch in a cramped back room of a restaurant. I would have preferred dining at one of the hotel restaurants with ocean views, but we ended up at what felt like the tour guide's family restaurant, seated in a dreary dining area with no windows, and the Greek food was mediocre. I would recommend exploring Corfu independently and avoiding this excursion or any Corfu excursions through Crystal Cruise.
I signed up for "Exploring the Walled City of Dubrovnik on Foot," but it got canceled and replaced with a city tour without a prorated cost adjustment. When I raised this issue with the Concierge Manager onboard, she directed me to an online form for reimbursement, which was not what I was asking for. Despite explaining the situation, she dismissed it as not her problem. The replacement city tour turned out to be the worst excursion ever. The guide refused to answer questions from guests and repeatedly complained about his family's relocation due to tourism. Everyone eventually abandoned the tour guide and explored on their own. It's unfortunate that a paid excursion through Crystal Cruise ended up ruining the experience in an otherwise lovely city.
I opted for the Venice Walking Tour and Gondola Experience through Crystal Cruise, but once again, the experience was marred by disorganized staff and local guides awaiting instructions. We waited for over an hour before our tour began, causing us to rush through it and be late. The Gondola tour didn't justify its cost; it's more economical to arrange it independently than to pay $169 through the cruise line. The walking tour was limited to entering St. Mark's Square; we didn't get to visit the cathedral or anything else due to time constraints. This experience, along with several other shortcomings of Crystal Cruise, prompted me to write this review. I hope it serves as a warning because it's a significant waste of both time and money.
Disembarkation
The worst experience I had on my Crystal Cruise from La Seyne, France to Venice, Italy was with the Concierge Manager. She was incredibly rude and unhelpful. My itinerary, provided by my Crystal Cruise agent Victor Tavarez, included a transfer from my hotel in Venice to the airport. However, when I confirmed with the Concierge staff, they claimed there were no transfers in their system for me. I showed them the itinerary from Victor, but the Concierge Manager dismissively stated that her HQ had informed her I was not entitled to a transfer and suggested I find a taxi myself. When I asked where I could find a taxi at the port, she replied that she didn't know and that I should ask someone else, washing her hands of the issue. This lack of care and dismissive attitude was shocking, especially considering that Crystal Cruise markets itself as a luxury cruise line. It was disheartening that the Concierge Manager couldn't even bother to inquire about taxi services upon disembarkation; it was as if the cruise was over for her and my concerns were no longer her problem. This experience has left me with a negative impression of Crystal Cruise, and I will never sail with them again. The behavior of the Concierge Manager during this trip reflects poorly on the company and may cost them future customers. She should be held accountable for her actions, and I believe her dismissal is warranted.