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Cruise Reviews

Silversea

Silver Explorer

Great Antarctica, Shame On Silversea

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Great Antarctica, shame on Silversea	6 of 19 people found this review informative

Reviewed By: Wu, Wigan on 4th Jan 2012
Cruise Line: Silversea	Times cruised before: 3-5
Cruise Ship: Silver Explorer	Sailed: December, 2011
Destination: Antarctica	Age: 26-35
Cabin: Suite	Occasion: Getting to a destination

If it is a normal cruise, then it is a fine experience. The Captain and Expedition team work very hard and we enjoy the Antarctica very much! Huge, pure, magnificent icebergs, lovely penguins, seals and birds.... Wonderful experience! However, we expect a Sliversea Expedition voyage, and I am sort of disappointed. This is the worst experience cruise hotel service we ever had. No refill on the mini bar in the suite at the first 2 days; over 45 mins waiting for room service delivered; put service sign on our door, but never get service even after dinner when we went back to our suite at 9 pm; The clean lady told me I should phone the reception to make sure my room get clean. Poor manner! In terms of food quality, I have learned from the previous review about the high reputation of their food. Dinner was very outstanding. However, in my own experience, I can’t believe how can Sliversea offer customers a ‘out of date’ yogurt. We pay over £14000 for our cruise!!! On 18th Dec, we were given a yogurt as part of our room service breakfast. I taste it and felt weird and then I notice that yogurt expired on 13th Dec. It is disgusting. I am shocked. Hygiene and safety is the basic and essential! I report this issue to the restaurant, maybe because of my Asian look, the waiter firstly said to me: ‘madam, you don’t know English well, it is not December, in English, December is “DEC” not “DIC”. He attempted to play language with me! It is really discrimination! I told him” yes, of course, DIC is December in Spanish.” Then he said he will investigate it. Meanwhile I noticed some yogurt pots dated 13th Dec and 14th Dec are still on offer in breakfast buffet in restaurant. In the lunch time, the restaurant manager Laszlo explain to me He said: the date on the yogurt is manufacturer suggest “best before date”. It is not expire date. We still can eat it after 1 day, 3 days, even 30 days. I said I felt sick and it really not safe to eat. He said, in Europe, people eat after ‘best before day’. He never concerns my health or feeling. I am very disappointed. He continuing to take canned food for another example, he said, the can may be suggested best before 3 years, but we still can eat after 20 years (yes, 20 years! He said) I don’t think Sliversea’s customer chose Sliversea to have a can over 20 years or a yogurt over 5 days. Very ungraceful. I also wrote this issue on the commits, but no one give me any feedback. We book our next Sliversea voyage in 2013 before these unhappy things happed, and I am thinking to withdraw it.
Quality of Food
General is excellent, but they serve 'out of day' food....shame on it
Entertainment
all lecture, no entertainment, but it is this cruise should be
Shore Excursions
excellent, excellent and excellent!
Staff
Most of them are very outstanding! But If some of their staffs worked in my company, I would definitely fire them.
Children's Facilities	n/a
no children facilities. this ship is not design for kids.
Onboard Activities
ship is small so nothing special
Cabins
All nice, part from cleaning service...
Overall Rating

6 of 19 people found this review informative

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Comment by Bonner, London (05 Jan 12 17:42) about this REVIEW

Dear Miss Wu Thank you for your comments regarding your recent cruise on Silver Explorer. Whilst delighted to hear that in general you enjoyed your experience and the destination, it is a concern that there were specific aspects of the food service that did not meet your expectations. We endeavour to provide all our guests with an exemplary experience and would certainly hope that you continue to sail with Silversea in the future. However, we will investigate the issues that you have raised and will respond shortly. Yours sincerely Mike Bonner General Manager - UK, Ireland & Middle East Silversea

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Comment by Wu, Wigan (05 Jan 12 22:12) about a COMMENT by Bonner (05 Jan 12 17:42)

hi, Mr. Bonner, Thank you for your response. In fact, according my experience on the vessel, I don't expect any further respond from Silversea. Nice to hear from you! We did enjoy trip apart from these small basic mistake and poor reaction from some staffs. Most staffs are friendly and helpful. Especially the Expedition Team, I still can remember they walking in the cold icing -3 degree sea to help one disable customer landing to Antarctica. I am very impressed. I just wondering why Silversea can do extremely outstanding in many parts, but such careless about Hygiene and safety. I strongly suggest you should put more emphasis on food safety. You might also give more training to your employees on how to handle customer complains. To refuse to accept ones fault is never a good way to approach customer satisfaction. Looking froward to hear from you soon.

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