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This Year’s World Beaters Having reviewed 280 cruise ships – a record number – Berlitz names the best performers for 2008 and explains why they scored as highly as they did Despite constant cruise company claims that theirs has been named the “Best Cruise Line” or “Best Cruise Ship,” there really is no such thing – only what’s right for you. Most ship owners want to be a “luxury” cruise operator, and most passengers want to sail aboard one of the top-rated “luxury” ships. But few operators can really deliver a ship, product, and crew worthy of five Berlitz stars. For this 2008 edition, only one ship has achieved the score required for it to be awarded membership in this most exclusive club. Europa (Hapag Lloyd Cruises) 1,860 points HHHHH+ Why? Because there is outstanding cuisine and attentive, friendly, very attentive, yet unobtrusive personal service from a staff dedicated to working aboard the world’s finest cruise ship. But it’s not just the ship itself and its facilities and appointments that contribute to the ship’s high rating – it’s also in the extensive array of details and personal attention from a fine, dedicated crew. It all adds up to the very best cruise ship and cruise experience available today – unless you own a private motor yacht. Also, thanks to the pod propulsion system, there is absolutely no vibration anywhere.
BERLITZ FIVE-STARS CLUB (HHHHH)
For this 2008 edition, only 13 ships have achieved the score required for them to qualify for membership.
points SeaDream I 1,790 SeaDream II 1,790 Seabourn Legend 1,786 Seabourn Pride 1,785 Seabourn Spirit 1,785 Silver Shadow 1,760 Silver Whisper 1,760 Hanseatic 1,740 Queen Mary 2 (Grill Class) 1,712 Sea Cloud II 1,706 Sea Cloud 1,704 Crystal Serenity 1,702 Crystal Symphony 1,701 Almost all the ships feature one seating or open-seating dining, extremely comfortable accommodation, the very best in terms of seagoing cuisine, and highly personal service. There may be ships that have larger penthouse suites, balconies, showlounges, health spas and other appointments, but aboard the ships in the Berlitz Five-Stars Club, what counts are cuisine and service, and attention to detail. At a time when many cruise lines are making economies, these criteria are more important than ever. How We Evaluate the Ships important are the standards of food, service, staff and hospitality I have been evaluating and rating cruise ships and the onboard product professionally since 1980. In addition, I receive regular reports from my team of five trained assessors. The ratings are conducted with total objectivity, from a set of predetermined criteria and a modus operandi designed to work globally, not just regionally, across the entire spectrum of ocean-going cruise ships today, in all segments of the marketplace. There really is no “best cruise line in the world” or “best cruise ship” – only the ship and cruise that is right for you. After all, it’s the overall enjoyment of a cruise as a vacation that’s really important. Therefore, different criteria are applied to ships of different sizes, styles, and market segments throughout the world (people of different nationalities seek different things in their vacation). This section includes 2XX oceangoing cruise ships in service (or due to enter service) and chosen by the author for inclusion when this book was completed. Almost all except the newest ships have been carefully evaluated, taking into account around 400 separate items based on personal cruises, visits and revisits to ships, as well as observations and comments from my team. These are channeled into 20 major areas, each with a possible 100 points. The maximum possible score for any ship is therefore 2,000 points. For the sake of clarity and user-friendliness, scores are further channeled into five main sections (Ship, Accommodation, Food, Service, and Cruise Operation). Cruise lines, ship owners, and operators should note that the ratings may be adjusted anually as a result of increased competition, the introduction of newer ships with better facilities, and other market- or passenger-driven factors. The ratings more reflect the standards of the cruise product delivered to passengers (the software: dining experience, and the service and hospitality aspects of the cruise), and less the physical plant (the hardware). Thus, although a ship may be the latest, most stunning vessel in the world in terms of design and decor, if the food, service, staff, and hospitality are not so good, the scores and ratings will reflect these aspects more clearly. The stars beside the name of the ship at the top of each page relate directly to the Overall Rating. The highest number of stars awarded is five stars (HHHHH), and the lowest is one star. This system is universally recognized throughout the hospitality industry. A plus (+) indicates that a ship deserves just that little bit more than the number of stars attained. However, I must emphasize that it is the number of points achieved rather than the number of stars attained that perhaps is more meaningful to anyone comparing ships. The Star System HHHHH+ 1,851–2,000 points HHHHH 1,701–1850 points HHHH+ 1,551–1,700 points HHHH 1,401–1,550 points HHH+ 1,251–1,400 points HHH 1,101–1,250 points HH+ 951–1,100 points HH 801–950 points H+ 650–800 points H 501–650 points
What The Ratings Mean 1,851–2,000 points HHHHH + You can expect an outstanding luxury cruise experience – it doesn’t get any better than this. It should be truly memorable, and with the highest attention to detail, finesse, and personal service (how important you are made to feel is critical). The decor must be elegant and tasteful, measured by restraint and not flashiness, with fresh flowers and other decorative touches in abundance, and the layout of the public rooms might well follow feng shui principles. Any ship with this rating must be just about unsurpassable in the cruise industry, and it has to be very, very special, with service and hospitality levels to match. There must be the very highest quality surroundings, comfort and service levels, the finest and freshest quality foods, including all breads and rolls baked on board. Highly creative menus, regional cuisine, and dining alternatives should provide maximum choice and variety, and special orders will be part of the dining ritual. 1,701–1,850 points HHHHH You can expect a truly excellent and memorable cruise experience, with the finesse and attention to detail commensurate with the amount of money paid. The service and hospitality levels will be extremely high from all levels of officers and staff, with strong emphasis on fine hospitality training (all service personnel members must make you feel important). 1,551–1,700 points HHHH + You should expect to have a high-quality cruise experience that will be quite memorable, and just a little short of being excellent in all aspects. Perhaps the personal service and attention to detail could be slightly better, but, nonetheless, this should prove to be a fine all-round cruise experience, in a setting that is extremely clean and comfortable, with few lines anywhere, a caring attitude from service personnel, and a good standard of entertainment that appeals to a mainstream market. The cuisine and service will be well rounded, with mostly fresh ingredients and varied menus that should appeal to almost anyone, served on high quality china. 1,401–1,550 points HHHH You should expect to have a very good quality all-round cruise experience, most probably aboard a modern, highly comfortable ship that will provide a good range of facilities and services. The food and service will be quite decent overall, although decidedly not as “gourmet” and fanciful as the brochures with the always-smiling faces might have you believe. 1,251–1,400 points HHH + You should expect to have a decent quality cruise experience, from a ship where the service levels should be good, but perhaps without the finesse that could be expected from a more upscale environment. The crew aboard any ship achieving this score should reflect a positive attitude with regard to hospitality, and a willingness to accommodate your needs, up to a point. Staff training will probably be in need of more attention to detail and flexibility. Food and service levels in the dining room(s) should be reasonably good, although special or unusual orders might prove more difficult. There will probably be a number of extra-cost items you thought were included in the price of your cruise – although the brochure typically is vague and tells you that the things are “available” or are an “option.” 1,101–1,250 points HHH You can expect a reasonably decent, middle-of-the-road cruise experience, with a moderate amount of space and quality in furnishings, fixtures, and fittings. The cabins are likely to be a little on the small side (dimensionally challenged). The food and service levels will be quite acceptable, although not at all memorable, and somewhat inflexible with regard to special orders, as almost everything is standardized. 951–1,100 points HH + You should expect to have a cruise experience that will be average in terms of accommodation (typically with cabins that are dimensionally challenged), quality of the ship’s facilities, food, wine list, service, and hospitality levels, in surroundings that are unpretentious. In particular, the food and its service will probably be disappointing. There will be little flexibility in the levels of service, hospitality, staff training and supevision, which will be no better than poor. Thus, the overall experience will be commensurate with the small amount of money you paid for the cruise. 801–950 points HH You should expect to have a cruise experience of modest quality aboard a ship that is probably in need of more attention to maintenance and service levels, not to mention hospitality. The food is likely to be quite tasteless and homogenized, and of low quality, and service will leave much to be desired in terms of attitude, which will tend to be mediocre at best. Staff training is likely to be minimal, and turnover will probably be high. The “end-of-pier” entertainment could well leave you wanting to read a good book. 651–800 points H + You can expect to have only the most basic cruise experience, with little or no attention to detail, from a poorly trained staff that is probably paid low wages and to whom you are just another body. The ship will, in many cases, probably be in need of much maintenance and upgrading, and will probably have few facilities. 501–650 points H You can expect to have a cruise experience that is the absolute bottom of the barrel, with almost nothing in terms of hospitality or finesse. You can forget about attention to detail – there won’t be any. This will be the kind of experience that would equal a stay in the most basic motel, with few facilities, a poorly trained, uncaring staff, most of whom will have undergone a hospitality bypass, and a ship that is in need of better maintenance and upgrading. The low cost of a cruise aboard any cruise ship with this rating should provide a clue to the complete lack of any quality. This will be particularly true in the areas of food, service, and entertainment. In other words, this could well be a totally forgettable cruise experience. Distribution of points These are the percentage of the total points available which are allocated to each of the main areas evaluated: l The Ship 25% l Accommodation 10% l Cuisine 20% l Service 20% l Entertainment 5% l The Cruise Experience 20% The Ship This score reflects the general profile and condition of the ship as hardware, its age and maintenance, hull condition, exterior paint, decking and caulking, swimming pool and surrounds, deck furniture, shore tenders, lifeboats, life rafts, and other safety items. It also reflects interior cleanliness (public restrooms, elevators, floor coverings, wall coverings, stairways, passageways, and doorways), food preparation areas, refrigerators, garbage handling, compacting, and incineration, and waste disposal facilities. Outdoor Facilities/Space This score reflects the overall space per passenger on open decks, crowding, swimming pools/ whirlpools and their surrounds, lido deck areas, number and type of deck lounge chairs (with or without cushioned pads) and other deck furniture, outdoor sports facilities, shower enclosures and changing facilities, towels, and quiet areas (those without music). Interior Facilities/Space/Flow This score reflects the use of common interior public spaces, including enclosed promenades; passenger flow and points of congestion; ceiling height; lobby areas, stairways, and all passenger hallways; elevators; public restrooms and facilities; signage, lighting, air-conditioning and ventilation; and degree of comfort and density. Decor/Furnishings/Artwork This score reflects the overall interior decor and color scheme; hard and soft furnishings, wood (real, imitation, or veneer) paneling, carpeting (tuft density, color, and practicality), fit and finish (seams and edging), chairs (comfort, height, and support), ceilings and decor treatments, reflective surfaces, artwork (paintings, sculptures, and atrium centerpieces), and lighting. Spa/Fitness Facilities This score reflects any health spa, wellness center, and fitness facilities; location, accessibility and noise levels; lighting and flooring materials; fitness and muscle-training machines and other equipment; fitness programs; sports and games facilities; indoor swimming pools; whirlpools; grand baths; aqua-spa pools; saunas and steam rooms; rasul, the various types of massage (Swedish Remedial, Shiatsu, Ayurvedic, Reflexology), and other treatment rooms; changing facilities; jogging and walking tracks; and promenades. This score reflects the design and layout of all grades of suites and deluxe grade cabins, private balconies (whether full floor-to-ceiling partition or part partitions, balcony lighting, balcony furniture). Also beds/berths, furniture (its placement and practicality), cabinetry, and other fittings; closets and other hanging space, drawer space, and bedside tables; vanity unit, bathroom facilities, washbasin, cabinets, and toiletries storage; lighting, air-conditioning, and ventilation; audiovisual facilities; quality and degree of luxury; artwork; bulkhead insulation, noise, and vibration levels. Suites should not be so designated unless the sleeping room is completely separate from the living area. Also the soft furnishings and details such as the information manual (list of services); paper and postcards (including personalized stationery); telephone directory; laundry lists; tea- and coffee-making equipment; flowers (if any); fruit (if any); bathroom personal amenities kits, bathrobes, slippers, and the size, thickness, quality, and material content of towels. This score reflects the design and layout (whether outside or inside), beds/berths, furniture (its placement and practicality), and other fittings. Also taken into account: closets and other hanging space, drawer space, bedside tables, and vanity unit; bathroom facilities, washbasin, cabinets, and toiletries storage; lighting, air-conditioning and ventilation; audiovisual facilities; quality and degree of fittings and furnishings; artwork; bulkhead insulation, noise, and vibration levels. In addition, we have taken into account the usefulness of the information manual (directory of services); paper and postcards (including stationery); telephone directory; laundry lists; tea- and coffee-making equipment; flowers (if any); fruit (if any); and bathroom amenities kits, bathrobes, slippers, and the size, thickness, quality, and material content of towels. Food is one of the main features of most vacations. Cruise lines put maximum emphasis on promising passengers how good their food will be, often to the point of being unable to deliver what is promised. Generally, the standard of food is good. The rule of thumb is: if you were to eat out in a good restaurant, what would you expect? Does the ship meet your expectations? Would you come back again for the food? This score reflects the physical structure of dining rooms; window treatments; seating (alcoves and individual chairs, with or without armrests); lighting and ambience; table set-ups; the quality and condition of linen, china, and cutlery; and table centerpieces (flowers). It also reflects menus, food quality, presentation, food combinations, culinary creativity, variety, design concepts, appeal, taste, texture, palatability, freshness, color, balance, garnishes, and decorations; appetizers, soups, pastas, flambeaus, tableside cooking; fresh fruit and cakes; the wine list (and connoisseur wine list), price range, and wine service. Alternative dining venues are also checked for menu variety, food and service quality, decor, seating and noise levels. This score reflects the hardware (including the provision of hot and cold display units, sneeze guards, “active” stations, tongs, ice containers and ladles, and serving utensils); buffet displays (which have become quite disappointing and institutionalized); presentation; trays and set-ups; correct food temperatures; food labeling; breakfast, luncheon, deck buffets, midnight buffets, and late-night snacks; decorative elements such as ice carvings; and staff attitude, service, and communication skills. This score reflects the overall quality of ingredients used, including consistency and portion size; grades of meat, fish, and fowl; and the price paid by the cruise line for its food product per passenger per day. It is the quality of ingredients that most dictates the eventual presentation and quality of the finished product as well as its taste. Also included is the quality of tea and coffee (better quality ships are expected to provide more palatable tea and coffee). This score reflects the quality and variety of teas and coffees available (including afternoon teas/coffees and their presentation); whether mugs or cups and saucers are presented or available; whether milk is served in the correct open containers or in sealed packets; whether self-service or graciously served. The quality of such items as cakes, scones, and pastries, as well as bar/lounge snacks, hot and cold canapés, and hors d’oeuvres also forms part of this section. Dining Room This score reflects the professionalism of the restaurant staff: the maître d’hotel, dining room managers, head section waiters, waiters and assistant waiters (busboys), and sommeliers and wine waiters. It includes place settings and correct service (serving, taking from the correct side), communication skills, attitude, flair, dress sense (uniform), and finesse. Waiters should note whether passengers are right- or left-handed and, aboard ships with assigned table places, make sure that the cutlery and glasses are placed on the side of preference. Cutlery and wine glasses are also included. This score reflects the lighting and ambience; overall service in bars and lounges; seating, noise levels; communication skills (between bartenders and bar staff and passengers); staff attitude, personality, flair and finesse; correct use of glasses (and correct size of glasses); billing and attitude when presenting the bill (aboard those ships where a charge is made). This score reflects the cleaning and housekeeping staff, butlers (for penthouse and suite passengers), cabin stewards/stewardesses and their supervisory staff, attention to detail and cleanliness, in-cabin food service, linen and bathrobe changes, and language and communication skills. Open Decks This score reflects steward/stewardess service for beverages and food items around the open decks; service for placement and replacement of towels on deck lounge chairs, self-help towels, and emptying of used towel bins; general tidiness of all associated deck equipment; and the availability of service at nonstandard times (in the evening or early morning, for example). In the Other Comments section at the end of each rating, all gratuities are usually at extra cost unless specifically included in the price. Likewise, insurance and port taxes are also at extra cost unless they are specifically stated as included. Aboard specialist ships, such as those offering expedition cruises, or tall ships, where entertainment is not a feature, it is the lecture program that forms this portion of the evaluations. Activities Program This score reflects the variety, quality, and quantity of daytime activities and events. It includes the cruise director and staff (their visibility, availability, ability, and professionalism), sports programs, participation games, special interest programs, port and shopping lecturers, and mind-enrichment lecturers. This score also reflects the extent and quality of any water sports equipment carried), instruction programs, overall staff supervision, the marina or side-retractable water sports platforms, and any enclosed swimming area. This score reflects movies screened in onboard theaters, including screen, picture and sound quality; videos screened on the in-cabin system; other televised programming, including a ship’s own television station programming; content; and entertainment value. Cabin TV audio channels are included. Hospitality Standard This score reflects the level of hospitality of the crew and their attention to detail and personal satisfaction. It includes the professionalism of senior officers, middle management, supervisors, cruise staff, and general crew; social contact, appearance, and dress codes or uniforms; atmosphere and ambience; motivation; communication skills (most important); the general ambience and the attention to detail. Overall Product Delivery This score reflects the quality of the overall cruise as a vacation experience – what the brochure states and promises (real or implied), which reflects on the level of expectation versus the onboard product delivery of hospitality and services received. Cruise ship evaluations and ratings have become much more complex. Although a ship may be the newest, with all the latest high-tech facilities possible, it is the onboard food and service that often disappoints, as well as standing in lines and signing up for activities. Large Resort Ship (1,200–5,000 passengers) Mid-Size Ship (500–1,200 passengers) Small Ship (200–500 passengers) Boutique Ship (50–200 passengers) Designated as Standard, Premium, Luxury, or Exclusive, according to a general classification into which segment of the market the ship falls. This should help you choose the right size ship and cruise experience to fit your lifestyle. Premium: more expensive than Standard, have generally better food, service, facilities, amenities, more attention to detail, and differentiation of suites (with butler service) and standard accommodation. Luxury: more expensive than Premium or Standard, and provide more personal comfort, space, open or one-seating dining, much better food (no processed items, more menu creativity, and everything made fresh), staff and training. Exclusive: the best in facilities, food, and service, and the finest cruise experience available, but are more expensive than Luxury, Premium or Standard. The Oatmeal Factor: Luxury by Degree Standard (D): Hot oatmeal (supermarket brand oats) mixed with water, with little or no chance of obtaining tahini to add taste to the oatmeal. You get it from a soup tureen at the buffet, and put it into a plastic or inexpensive china bowl yourself (or it may be served in the dining room by a waiter/waitress); it is eaten with plastic or basic canteen cutlery. In other words, it’s basic, basic, basic. Premium (C): Hot oatmeal, water, salt and little olive oil; served in a higher quality bowl, by a waiter or waitress, with hotel-quality (or better) cutlery. It’s possible that the ship will have tahini, to add taste and creaminess. It’s also possible that the waiter/waitress will ask if you’d like hot or cold milk with your oatmeal. There may even be a doily between the oatmeal bowl and base plate. Luxury (B): Hot oatmeal (medium or large flakes), water, salt, tahini, a little (extra virgin) olive oil and nutmeg, with a dash of blended Scotch (whisky); served in a high quality brand name bowl (Versace), with base plate and doily, and Hepp- or Robbe & Berking-quality silverware. Naturally, the waiter/waitress will ask if you’d like hot or cold milk with your oatmeal. Exclusive (A): Hot Scottish (large flakes, hand ground) oatmeal, water, sea salt, tahini, and nutmeg (grated at the table), high-quality cold-pressed olive oil and a layer of rare single malt Scotch; served in small production hand-made china, with base plate and doily, and sterling silver cutlery. The waiter/waitress will ask if you’d like hot or cold milk (or anything else) with your oatmeal. Naturally, there are variations and some crossover depending on the ship, supplies available, staff training, etc. Also, the setting and presentation play a large part in determining quality. Noise level, decor, chairs, table height, table settings, and overall comfort are all part of the total equation, and thus the evaluation process. Cruise Line The cruise line and the operator may be different if the company that owns the vessel does not market and operate it (tour operators often charter cruise ships for their exclusive use – Thomson Cruises is one example). First Entered Service Where two dates are given, the first is the ship’s maiden passenger voyage when new, and the second is the date it began service for the current operator. The azimuthing pod propulsion system is a relatively recent high-tech installation. It replaces conventional propeller shafts, propellers and rudders, negates the need for stern thrusters, and saves valuable machinery space. The “pods” (typically two for most ships, although some ships have three, or even four pods), which resemble huge outboard motors with an externally mounted propeller, replace shaft lines, rudders and their machinery, and are compact, self-contained units powered by an internal electric propulsion motor. Each pod typically |
