A luxury cruise is supposed to provide just that. The customer service is why you pay extra. Customer service did not even seem to be on Oceania's radar. They were understaffed with a poor attitude (most, not all). They were trained to follow the rules of the corporation, not to satisfy the customer, even in small ways. If you requested something, it was as if they were doing you a favor. It was like a "rule-book" slowdown. If Oceania expects to compete in this space, they should behave like a luxury line, not a low end mass market cruise.
Embarkation
5 out of 5
Ship experiences
Food and Dining
2 out of 5
While Oceania touts their culinary services and food, they overpromised and underdelivered. With the exception of the specialty restaurant, Polo Grill, the food was average and occasionally less than average. The descriptions of dishes was promising, but often disappointing in the main dining room. The buffet was adequate with some high and low points. Nothing here to suggest that the food was anything better than other cruise lines
Onboard Activities
3 out of 5
We did mostly the "little" activities such as trivia, mini golf, shuffleboard, and bingo. There O-point system did make it a bit more interesting.
Entertainment
4 out of 5
Small ship that did a great job with shows. Entertainment staff were quite good.
Service and Staff
1 out of 5
This was a MAJOR problem. We were rerouted by the hurricane from Bermuda to Nassau Bahamas at the last minute. This was a major downgrade. Bermuda and the arguably the worst point in the islands were not at all equivalent. The problem started with the corporate response. They let us know we were disappointed, but with little class offered not a thing, even a small, one, by way of compensation. When questioned at higher levels and on the ship, their attitude was, "you signed the contract, tough luck" For a purported "luxury" line, this was distinctly both highly annoying and very low class. I have had similar experiences on luxury lines, and they always had the service mindset of giving a little to gain some positive customer experience. Oceania was the exact opposite. Even such a small ship, not fully booked, was severely understaffed, making those who were present overworked and often surly. Rather than even attempt to keep the customer happy, their responses to requests were almost always negative with a reliance on "protocol" and "this is how we do it". The service attitude of a luxury line was distinctly absent. I feel that this is a "top down' phenomenon, stemming from management from corporate to the the ship. Very much worse than other lines of this class
Ship Quality
4 out of 5
Cabin / Stateroom
1 out of 5
The cabin size was smaller than many I have been in. There was great storage with drawers, shelves and places to put things. The shower, however, was awful. It was so small that one could barely move and I cannot imagine any person of real size even being able to use it.
We were diverted due to the hurricane which was no one's fault. They substitute of Nassau, arguably one of the worst ports in the Caribbean was not acknowledged nor compensated. When I complained to the line before the cruise, their response was "not our fault". I suggest that while it may not be their fault, it is "their problem". They did not respond like a high end, higher priced trip ought to behave. I did not expect the world from them, but I did expect some recognition or concern that the passengers were unhappy with what happened.
*Cruiseline.com is not a booking agent or travel agency,
and does not charge any service fees to users of our site. Our partners
(travel agencies and cruise lines) provide prices, which we list for our
users' convenience. Cruiseline.com does not guarantee any specific rates or
prices. While prices are updated daily, please check with the booking site
for the exact amount. Cruiseline.com is not responsible for content on
external web sites.
Contact us
Submitting...
Need help from a personal vacation planner?
Loading...
Find the perfect cruise with weekly tips and cruise deals for as little as $30/night!
Sign up for weekly cruise deals
Join other subscribers and get the best
cruise deals of the week in your inbox every Thursday.
