Conde Nast Traveler Awards - If You Didn't Believe They Were A Joke Before, You Will Now!

For years I have noted, complained and even ranted that the Conde Naste awards were worthless "awards" which were nothing more than the result of the explicit stuffing of the ballot boxes with the knowing consent of Conde Nast Traveler Magazine. This year it makes the elections in Iran and Afghanistan seem legitimate.

The results for the for Best Small Ship Cruise Line:

1. Sea Cloud 2. Yachts of Seabourn 3. Regent Seven Seas

I pause and ask, "How many of you have even heard of Sea Cloud?" and then I ask, "How many of you know that this very small line has two sailing ships and two river boats?" I am not saying Sea Cloud is not a good product, but if the votes are from those that have actually sailed on the line, one must wonder...seriously wonder. Each ship carries no more than 64 passengers.

So, I must ask, "Who voted and how many times?"

But then I got to wondering, "Where the heck is SeaDream Yacht Club?" "Where is Silversea?"

And then I pondered, "How does Regent Seven Seas qualify as a 'Small Ship Cruise Line'?"

I could go on...but why should the facts get in the way of a sham. What a shame. Heck, aren't the three best hotels in Hawaii all Four Seasons?????????????????

Regent Seven Seas Dress Code Downgrade - Relying on Cruise Critic: A Mere Ploy. But What Is the Value Of It All?

When Regent Seven Seas Cruises posted a poll on Cruise Critic seeking out preferences as to dress code I smirked.  I "knew" the decision has already been made to go casual.  That poll was, to be sure, more like a lawyer looking for support for a position than a scientist looking for data.  And, alas, any good lawyer knows to never ask a question if you don't already know the answer.

Let me explain:  Cruise Critic may be the largest community for cruisers in the world, but it represents far less than one (1%) of the cruising population.  Just take a look at the poll itself.  As of today there were only 443 votes...less than the number of guests found on the Voyager or Mariner at any time (even including if occupancy is little more then half full)...and about what you might find on the Navigator.  So there can be 1,850+ guests (plus 3rd and 4ths) on three ships at any time. Then consider that the poll was conducted and the decision decided in little over a month; so figure conservatively 3 voyages x 1,850 guests = 5,550 guests stays in the month.  The poll represents less than 1% of the sailing guests over that brief period.

But it is actually less relevant than that.  Why?  First, because there is no way to know that everyone that voted has (a) actually sailed on Regent; and, (b) actually has any intention of sailing on Regent in the relevant future.  And I am sure there are those with multiple sign-ins.

Of course the biggest reason to question the 66% in favor of a "causal only" dress code is because the demographics of who even knows about Cruise Critic vs. those that only lurk vs. those that actually post vs. those that actually cruise on Regent essentially renders the statistical validity of the query worthless.  (Of course it also seeks to justify offending 34% of the CC voters who want formal nights...and in this market offending such a large population is generally avoided at all costs.)

And then, of course, is the announcement on Cruise Critic by Mark Conroy, President of Regent.  He states, in part, "Most importantly, the recent poll on Cruise Critic showed that the majority of current guests and those that are considering sailing with us support a slightly less formal dress code – two thirds of those who voted are in favor of an Elegant Casual evening dress code."  Wait a minute, 293 people voting on Cruise Critic are the "most important" factor in making the decision.  Sorry, I am not drinking that Kool-aid.

By now you must be wondering, why all the statistical mumbo-jumbo.  Because the "justification" comments are just silly.  If Regent really wanted to know what its guests thought, they already knew what to do:  Have some focus groups onboard and in local events (like they did when designing the now abandoned new ship) or have a brief telephone poll.

Please understand that I am not protesting the Regent decision.  I think it is part of a plan that is long over due...and, for what it is worth, I support it.  I think Regent is quickly becoming an inclusive Oceania-type product and that result will be many more happy guests, less frustrations for management and guests, and a much easier time marketing an actually achievable product to an audience that is very receptive to "free" being a better thing than "value".

While there are less and less people that compare Seabourn and Regent (due to the change in product), a July 10, 2010 11 night cruise on the 700 passenger Mariner departing from Rome starts at $8,060 per person (or $732 per day) per person.  A July 3, 2010 14 night cruise on the 200 guest Seabourn Legend departing from Rome in a French balcony suite starts at $8,549 (or $610 per day) per person. So for the 11 days a guest is paying $1,342 more for the Regent cruise (11 days x $122 per day higher rate).  Right now the airfare for those cruises, booked privately, is under $1,000.  Throw in a couple of "free" tours and you are essentially paying the same price for the Regent cruise as you are the Seabourn cruise.

Remember, though, on Seabourn you are on small ship with higher level of personalized service, a finer level of cuisine, a more refined cruise experience (of course, with formal nights), no lines and access to smaller ports and/or locations in town rather than being bussed to it.

Now does that mean that you should book Seabourn over Regent?  No!  It means that you now have two decidedly different products to choose from. Just don't think because Regent says things are "Free, Free, Free, Free" there is actually any "value" in excess of what, for example, Seabourn offers.

As a travel agent I am thrilled that there is now a defined difference.  I feel far more comfortable selling Regent because it is making it known what it really is all about.  Please, though, do us all one last favor (and I promise I won't ask for much more):  Try to just be straight with us.  Say, "Regent has decided to modify its product (and target market)...and don't do silly things like say 293 Cruise Critic posters (whether they have ever sailed on Regent or not) decided it.

Now, there are "values" out there.  Folks, now is a great time to relearn the differences between the cruise lines,  decide which flavor you prefer and book!

Regent Seven Seas - Upscale But Not Luxury...Its In The New Dress Code

Like its sister brand, Regent Seven Seas is going casual.  Gone are formal nights for any cruise less than 16 days.  In other words, other than World Cruise and World Cruise Segments, formal nights will be a rarity.

This is the language used by Regent when making the announcement.  Read it carefully:

Effective with the 2009/2010 New Year's cruises, guests are respectfully requested to adhere to the following guidelines:


Daytime Dress Code (until 6 p.m.) - During the day, resort style clothing (including shorts, warm-up suits, jeans and sneakers) is acceptable in all public areas. Bare feet are acceptable only on the Pool Deck. Note: Bathing suits, while acceptable at the Pool Bar and Grill, are not considered appropriate in any indoor venue.

Evening Dress Code (after 6 p.m.) - Two types of dress code have been established for evenings in public areas: Elegant Casual and Formal Optional. The number of Formal Optional nights is dependent upon the length of the cruise, as follows:


• Cruises of fifteen nights or less will be Elegant Casual for the duration
• Cruises of sixteen nights or more will have two Formal Optional nights


Elegant Casual: Skirt, or slacks (no jeans) with blouse or sweater, pant suit or dress for ladies; slacks (no jeans) and collared shirt for gentlemen. Sport jackets are optional. Note: Jeans, T-shirts, baseball caps, shorts, sneakers and bathrobes are not considered appropriate in any public area after 6 p.m.


Formal Optional: While guests are welcome to dress each evening as per the Elegant Casual dress code, during Formal Optional evenings, guests may opt for a more formal choice of clothing including gowns and cocktail dresses for ladies; tuxedos, dinner jackets or dark suit with tie for gentlemen.

The first thing I did when I read this was pause at the instructions regarding bare feet.  Are there really that many people that cruise Regent that need to be instructed that bare feet are not acceptable other than at the pool?

Then I read the repeated use of the term "jeans".  Once again, I paused and wondered from where did the issue of wearing jeans become an issue on a luxury line?

It was then time to read about bathrobes not being acceptable in the public areas in the evenings, but only bathing suits are not acceptable at indoor venues at any time.  So I pondered, where would one where a appropriately wear a bathrobe when inside the ship?

All of this leads me to be wonder who it is these rules are focused on addressing.  The rules themselves are fair enough and I know there are many that will applaud the "no formal nights" policy, but I do wonder about the need and focus on rather questionable practices...questionable on most all cruise lines. 

BTW, I am aware there are already disputes and discussion about whether a tennis or polo shirt qualifies as a collared shirt.  And, as I have written and cautioned about before, the "slippery slope" has now been stepped onto. 

So with FREE air,  FREE drinks, FREE gratuities, FREE tours and an explicit NO JEANS and NO FORMAL NIGHTS policy, I have to ask myself what the heck happened to the philosophy that luxury travelers seek value and style?  I believe the answer is that Regent is abandoning its desire to focus on luxury, but rather is focusing on providing an upscale experience.  You know, like it sister Oceania does.

And if you think I am being negative, I am not. I believe that is exactly the market Regent should be focused on.  It is a market they can exceed the expectations of...and Regent can stop spinning its wheels trying to be that which it is not. 

Now, if Regent would only bring its pricing down a bit. 

Is Regent Seven Seas Changing Its Tune? Is It Now Not Overpromising? Is It Getting It Right?

I have harped on Regent Seven Seas claims of "6 Star Luxury" not only because it is hype, but because it simply has a history of not delivering it either in consistent luxury quality food or service.  As I have said, there is always a danger in over-promising and under-delivering.  Create reasonable expectations and then exceeding them is magic...for the cruise line and the guest.

Tonight I want to a Regent Seven Seas seminar which was, refreshingly, absent hype.  Gone was any reference to "6 Star" anything. No mention of superior cuisine or service.  "Luxury Goes Exploring" was gone.  Now it is "The Most Inclusive Luxury Cruise Experience Ever". Any you know what, I can not only live with that, I can work with it.

Yes, there was a comparison of a Silversea cruise with a Regent cruise showing Regent was a better value when you consider it being air inclusive (or take a credit), tour inclusive (if you take those tours), etc.  But what was really interesting to me was that comparisons were made to Holland America and Princess cruises.  The discussion was of included drinks and water, gratuities and tours (and, yes, comparing the free Regent tours with Holland American tours is fair.)  Honestly, when you make those comparisons, Regent may start looking like a viable option if you want to upscale (not not luxuriate) your cruise. 

You need to be careful when comparing prices for the "free" airfare and the value of the "free" tours, but I think the exercise may well be worth undertaking when comparing Regent to premium lines.  That is, obviously where I think the Regent product (other than its outstanding suites) more accurately compare. And where it gets interesting is that Regent's cuisine and suites do significantly exceed Holland America's and Princess's cuisine.  (Nice bonuses that might give Regent an edge when it comes out slightly more expensive for the value cruiser.)

And, more importantly, by lowering the bar of performance and raising the bar on marketing value, Regent has a much better chance of having happy passengers which means it will have a greater chance of repeat business and referrals.  As I have repeatedly said: Regent is not a bad product - far from it.  It is just that Regent is not the luxury product it has been marketing itself as; no less one which exceeds the standards of Silversea or Seabourn.

I think Regent may be getting it right.  (But then again, it is raising its prices on at least 36% of its 2010 cruises by $500 or more effective September 30, 2009...and that might well hurt the very comparisons I just told you about.) 

Regent Seven Seas - Raising Prices and Questions About It's Value

I kid you not, yesterday within but a few minutes of each other I received two emails. One was from Regent Seven Seas and another was from a client of mine who has cruised on Regent, among other lines.

The Regent email stated, in part:

2010 - Our Most Inclusive Year Ever...Prices Increase October 1, 2009....With many 2010 cruises already sold out, time is running out for you to take advantage of our exceptional savings offers. After September 30, 2009, prices will be increasing on nearly half of our voyages. You will still be able to enjoy Unlimited Complimentary Shore Excursions and Included Air, but 2-for-1 Fares plus up to an additional $1,000 per guest savings will no longer apply on select 2010 cruises effective October 1, 2009. But don't wait until then - book now as space is limited, many cruises are already sold out, and some suite categories are already full!

The client email (which was also posted on The Gold Standard Forum) stated:

Eric, I had to get this off my chest. Yesterday, I received 2 huge Regent books. One for Winter-Spring and one for Europe 2010. I assume you received them as well.



Forget the hype, did you take a look at the "list" pricing on these cruises ? I mean, really. What sane person would even swallow the prices they post as list. Add to that the prices they claim they save you for "complimentary" shore excursions. All they did was hyper inflate those prices as well. What they discount down to is still so high... I would never book Regent. Add to that....their food is mediocre and the service...horrible. Last year I ordered a lobster tail on formal night. It came still in the shell and after 5 minutes ....had to REQUEST a waiter remove it from my shell. As for their morning Veranda restaurant...try to get a second cup of coffee was like trying to stop a speeding bullet. Next to impossible.

Anyone sailing on Regent nowadays is being robbed.

Okay, I feel better now.

I previously wrote about the problem with faux discounts, but let me repeat it here.  Cruise lines make up the "Brochure Rate" and they make up the "discount".  As no one ever, ever, ever, pays Brochure Rate there is no such thing as an actual discount off of that.  The actual base rate would be what is commonly referred to as an "Early Booking Savings (EBS) Rate".  I don't care if it is Regent, or Carnival or Seabourn, virtually ever line does it.  (I know of cruises that have a 50% discount...and that is for 2011 sailings!)  Therefore, taking the extreme, if a 2011 cruise has a 50% discount already and it is then advertised with a 60% discount, the actual discount is actually no more than 10% (and how it is calculated can actually bring that figure down to around 7%).

But I digress, what Regent has done is not only exploit that concept, but added another layer: Marketing that you are getting a huge value in "free" tours which are, in real terms, just like the "free" drinks:  You are paying for them up front even if you don't use them. 

And that is where the problem becomes exacerbated:  Most "luxury" cruisers either don't take ship's tours or the ship's tours that Regent is offering as complimentary.  Supplements abound for better tours and limits are placed on the "free" ones.  So people are paying a premium for...what???

But there is more:  People are willing to pay if there is quality provided.  Honestly, though, I have never seen the number of complaints about the poor quality of Regent's service that I have in the past year or so.  I saw the product slipping for quite a while, but now it is just appalling.  Yes, you are going to get those that say it is the best while, if you read their words, the cruise actually (dare I say it) sucks.  And, to be fair, there are those that will have a really great cruise experience.  But there are many that just are not happy. 

And as a travel agent, you do not pay me to simply take your order.  You pay me to make sure you are the best cruise for you.  Not the one I make the most money on.  Not the one that gives me an incentive to book them.  Not the least expensive one.  The "best" one for that individual client.  And with the complaints flowing and the inconsistencies unable to be ignored, how the heck do I recommend Regent Seven Seas to my cruise clients???  Do I say, "You might have a great time; you might not."?

Well, as you can see, when Regent jacked up the prices and then gave the illusory big discounts one nerve was struck.  When the service and cuisine went from very good to no so much so, another nerve was struck.  And just as I work extremely hard to earn my client's business - not just for the present cruise but the future ones - Regent needs to do the same; especially now that many people are pained.

Me thinks there needs to be some fence mending by Regent Seven Seas...and starting with strengthening the product would be a great thing.  While the pricing methods of the cruise industry cannot be changed overnight, if the perception is that there is real value, luxury clients will pay a premium.  But if Regent continues to tell its guests that it "6 Star" and delivers quality that is "4, no 2, no 5, no 3, no 4 Star" it will find itself in a bad place.

Seriously, is it that hard to make a decent cup of coffee and serve it?  Can there be a system to serve everyone at a table at the same time?  Can pizza be removed that is more than 10 minutes old?  I mean they can do it at the local diner, why can't Regent do it consistently.  People will happily pay for it!!!!

Civility - What The Heck Happened To It...And How Do We Get It Back?

As you know I had an incredible time on the Celebrity Equinox. Celebrity did virtually everything it could do to provide me with an excellent premium cruise experience. The only problem: The lack of civility of some adults and the lack of supervision/discipline of some of the children.

As you also know I have been a staunch critic of some posters on CruiseCritic.com and the site's luxury board host's obvious permission for some favored posters to attack the opinions that disagree with the "everything is wonderful" stance of some or "I prefer Line X over Line Y". The problem: The lack of civility.

Last night I watched President Obama's speech to a joint session of Congress about his healthcare proposals. At one point in the speech Representative Wilson, from South Carolina, shouted to the President of the United States, "You lie!". I was mortified. Was it because I agree with President Obama on healthcare? Whether I do nor not is actually irrelevant. It is because there was a total lack of respect for the Office of the President and for the Congress. The problem: The lack of civility.

During breakfast at the local bagel shop this morning I was talking with some of my "breakfast buddies" about the incident and mentioned the foregoing. One person responded, "Obama is a not entitled to respect." I responded, "Regardless of whether you love or hate the guy, isn't the Office of the President entitled to that respect? I mean aren't judges entitled to it? Or teachers? Parents?" The response was, "You only give someone respect because you want something from them!" I was, once again, mortified. The problem is again, a lack of civility.

I am a member of the local Board of Education for grades K - 8 (5 to 14 year olds) and had a meeting this morning. I had the opportunity so I asked the superintendent this morning about the incident during the Obama speech and, without getting into too many details, I wondered if Civics - how our government works and why - was taught to the children. His response was that it is a great idea, but the State doesn't include it in the mandated curriculum. So I thought (but did not say) it must be the same sort of people as Congressman Wilson that established the mandated curriculum.

Now, clearly respecting positions irrespective of the person (be it the President or a teacher) is important, but so is being civil to the person irrespective of the position. And, as conduct has clearly devolved to the point that too many are not civil to either the position or the person, the infamous Golden Rule: "Do unto others as you would have them do unto you" comes to mind. [When was the last time you heard that? Thought so!]

I have been reading a longtime violator of these simple civilities travelogue of her time presently onboard the Regent Seven Seas Voyager. She has complained that service in La Veranda is so poor that she avoids the dining venue except for breakfast with service ranging from "good", to "spotty" to "non-existent"; Prime 7 received a "mixed" review; any special requests were either not performed or were done...but with special note of how hard a task it was, the "new" ice cream was nothing special and the "new" pizza was "dried out"; there is vibration felt throughout Prime 7 and the most aft suites, etc.

What is remarkable about the thread (found here is that since the comments are from her, rather than someone else, the comments from others are "civil". (How many threads on the Regent board have been removed, abandoned, edited, etc. because of the incivility of her relentless attacks, clutter and cheerleading demanding that the very same things are untrue or excusable?) To be fair she is not the only one who engages in such conduct, but she is to many infamous.

There are quite a few people that post on The Gold Standard Forum simply because an intelligent (civil) discussion with differing views can be had.

Civility is a good thing. Not "chair hogging". Making sure your children don't overrun whirlpools and adult areas, being sure they know how to "share" the space and respect others' needs. Weighing how important the result is before picking a fight in the dining room. Eventually, people might just let you off the elevator before getting in or hold a door open.

And then, whether you posting on a message board or are the President of the United States, you just might be able to express your opinion without someone, with a lack of civility or respect, interrupting you and calling you (actually or in effect) a liar.

Celebrity Equinox - Luxury Touches Here, There and OK, Not, Everywhere...But There Are Lots of Them!

We decided to spend our day in Naples by taking the ferry over to Capri. While people were lined up probably 50 deep to buy tickets for the 10:30 am ferry I walked down the ticket booth and found virtually no line for the 10:00 am ferry. We had run, but we made it. (I figure people were still standing in first line as we approached Capri!)


Capri, unfortunately, was overrun with tourists. Unlike our visit some years ago, the funicular had long lines so we opted for the 20€ taxi ride to Capri Town. It was worth the premium to avoid that additional line. Unfortunately, the crowds at the top were no less as we tried to wander the streets and visit the shops. Too many tour conductor paddles and throngs of people following them.

“My” pizza restaurant was still there and we had some great pizza and awesome views, though the rose wine was terrible. (Some sort of Italian yuk rather than a rose de Provence.) Talking to the waiter he was said he had heard of New Jersey as the place second generation Italian Americans move to after their parents emigrate to New York. He, like I, called it “the migration” to New Jersey.

After lunch it was just too crowded to be enjoyable, so we opted to just go back to the ship. At 32€ per person roundtrip times 4 people it was kind of an expensive disappointment, but alas such are the reasons I encourage people that can to travel during months other than August when all of Europe is on holiday.

Speaking of Europeans on holiday, Americans are definitely in the minority on the Celebrity Equinox. There are large contingents of British, Spanish and Italians. Quite a number of Israelis (which is interesting since Israel has two port calls) and some French are also onboard. It makes for a very nice mix.

Before dinner we had a glass of wine at Cellar Masters. While I hate the name (it seems far too Royal Caribbean) the venue…including the artwork…is very upscale and it is a rather underutilized lounge. There is a wide range of very good wines by the glass and a complimentary cheese and bread presentation. Later in the evening a string quartet was playing. Luxury? I think so.

Last evening we ate at Murano, the “fanciest” restaurant on the ship. It was quite a pleasure to be dining in a quiet stayed venue rather than the rather frenetic, though nice, main dining room. The food was excellent. I started with Diver Scallop with Black Truffles in a puff pastry. (I could have done without the pastry shell, but the dish was excellent and the presentation wonderful.) Next up was a Mushroom Cappuccino Soup with a side of a mushroom sorbet. Excellent, with a wonderful presentation. (My DW had similarly high quality lobster bisque.) For our main courses my wife had Surf & Turf which was absolutely beautiful and extremely well prepared with perfectly cooked lobster tail and melt in your mouth fillet mignon. I had excellent Sautéed Turbot. Desserts were very good (if not necessary) and the wine list was limited but of surprisingly good quality and range.

Frankly, my dinner made me think of Regent Seven Seas Prime 7 with its oversized steaks and crab legs which are pushed as “luxury”. It is not. Celebrity’s well proportioned and frankly, stunning, Surf & Turf presentation and foaming Mushroom Cappuccino soup is how “luxury” is to be done. (Even the potatoes were presented two ways…and formed into a small flower, which was understated rather than tacky.)

Now, for the not so great.

The pool is, for me, just too busy. It is nothing like pool games and giant LCD televisions blasting music videos, but for me there are just too many people. (There was a very good guitarist playing live music.) Fortunately, there are many spaces and places on the Celebrity Equinox so you can find a semi-private and quiet area to sun or snooze. Far forward on Deck 15 affords you a very nice view, breezes and some solitude.

There are lots of people, so feeling exclusive is not going to happen regularly as you travel around the ship to the more exclusive venues. However, Celebrity has taken the approach of disbursing the passengers rather than accumulating them. So, for example, the pool has many different areas which are visually or physically broken up rather than fixed with lounge chairs stacked as close together as humanly possible, and the lounges are on different levels with public spaces or elevators adjacent to them to keep the areas feeling smaller.

Keep in mind that I have never been a fan of pool clubs or beach clubs. Many people love them. People watching is a way of life for more than a few folks. So, there are many very happy people enjoying the Celebrity Equinox pool areas. (Interestingly, and I guess consistent with my comment, the indoor Solarium pool area is NOT crowded and you can regularly find lounges right in front of the pool or next to the glass overlooking the sea.)

The bar waiters have slowed, but not stopped, the pushing of drinks and bottled water. Late yesterday you could not find a waiter without a drink of the day on his/her tray and you needed to avoid eye contact or you would get the question. Bottled water (two sizes) also seems to be ubiquitous on waiter trays. Mind you, they are not coming up to you pushing it ala NCL or Carnival, but for me it is a sore point.

I have had some wine issues, but I will leave them for another post. Nothing which ruined an experience, but along the lines of “Huh?”.

All in all, I am very happy to be here and am very, very relaxed.

Which is the Best Luxury Cruise Line - Another View

I guess I asked for this.

I pointed a number of my readers to Ralph Grizzle's Avid Cruiser website as I posted his short video on Seabourn Odyssey's cuisine. So today I read Ralph's post about which is the best luxury cruise line. He mentions Seabourn, Silversea, Regent Seven Seas, Crystal and SeaDream Yacht Club. His choice: SeaDream, but not because of the totality of the product, but some very specific personal likes (sleeping under the stars, small demand at the marina, etc.)

This is where the difference between analysis, providing info and personal preferences can really create issues for those relying on what one writes or says. (I actually had one client contact Ralph about the marina on Odyssey and then seek advice from me...which is great by the way...as a result of his personal bias - said in a nice way.)

As most of you know, I believe SeaDream is a very good product...in fact, one of the best. However, you really have to want to be on SeaDream or you will be sorely disappointed. It has cabins; not suites and their are no balconies of any sort. It is a fairly casual affair. It is small, so if you do not like your shipmates you can be in for a long cruise. (But also is why the ships are great for large families and charters). They are not fun in even slightly rough seas and rainy days are not filled with activities and venues for private escapes. Also, itineraries need to be considered. These ships are, by nature, limited in ports and duration. However, the cuisine is very good and the service is strong.

But you need to ask yourself a single question before you get into your analysis: Do I need a suite? With so many luxury cruisers answering that questions in the affirmative it is no wonder that such a strong product has so many sailing with availability. That is not a criticism, but a reality check. Balinese beds and a marina are great, but defining the best luxury cruise line by them is - for a competent travel agent - a worry.

I have heard such divergent views on Regent Seven Seas (It was fantastic vs. It was terrible. The service was outstanding vs. The service was horrific., The food was marginal vs. The food is was great., etc. many times from the same cruise) that my approach has to be one of caution. Regent has taken the approach of keeping its prices higher, but adding what it has determined is value (ex. inclusive tours). If those tours are not attracting the true luxury guest, then it is a negative in two respects: Lack of justification for the higher prices (since the other luxury lines have slashed prices) and attraction of one-off non-luxury passengers who are attracted to the perceived added value. With excellent suites, newly renovated public areas and 700+ guests when sailing full, it is in a way the antithesis of SeaDream which has consistent raves from its small ship guests.

It has been mentioned that Silversea pours three different complimentary champagne while Regent pours none and Seabourn pours one. Seabourn continues to serve complimentary caviar. Would either cause me to declare Seabourn or Silversea the luxury champion? Me thinks not.

What I have heard from quite a number of guests returning from the Seabourn Odyssey is that she is the best of both worlds: highly personalized cruising with plenty of private space coupled with extraordinary service and cuisine. There have been grumblings of some minor misses on the triplets from a few people (but they were minor grumblings), but then I received an email from someone just back from the Seabourn Pride stating, "Trip was sooooooooooo over the top........I cannot begin to describe right now. We put the deposit down on a trip for next year." So the question becomes: Does size make a difference? Is the luxury experience on the Seabourn Odyssey better than the one on the Seabourn Pride? Are these two different luxury cruise lines or one luxury cruise line with different offerings?

SeaDream vs. Seabourn Pride vs. Seabourn Odyssey vs. Regent Voyager = 100 vs. 208 vs. 450 vs. 700+ (I use the "+" because Regent actively markets itself for children and, as such, the capacity - at least in the summer and holidays - can well exceed the published lower berth capacities).

So what is the best luxury cruise line? Tell me what your desires are. Tell me what your likes and dislikes are? Let me know what makes you happy. Only after I have that information can I tell you what the best luxury cruise line is...for you.

Are you looking for my opinion for me personally? It depends. You say, "What?". Yes, it depends.

If traveling with only my wife I would choose Seabourn without hesitation. Seabourn has greatly improved and unique itineraries and consistently high service and cuisine. Don't get me wrong, I do love the Seabourn Odyssey, but I would not exclude the triplets as the ship itself is not as important to me (for they all have more than acceptable faciliites for me.)

If I am traveling with my wife and children (ages 10 and 13) I would have said Regent Seven Seas...right up until I cruised on the Celebrity Solstice. (I don't think Seabourn is great for MY kids...though others disagree.) In two weeks I am cruising on the brand new Celebrity Equinox for 13 nights in two Concierge Class cabins. I have five evenings reserved in the specialty restaurants to start with. At less than $165.00 a day, adding a few dollars for specialty dining and having to sign for drinks and water doesn't really degrade the possibility of a luxury experience (as I sign at land-based restaurants and private clubs all the time.) I mean, Regent is marketing value to support its higher prices, right? And higher prices do not mean higher quality to an educated consumer, right? So right now I would say, "I don't know, but there are some good options." In the meantime I would say Regent may be the best of the "marketed as luxury lines" if they get their capacity in line with their ability, but I would look very hard at Celebrity.

So which is the best luxury cruise line...for you?

Regent Seven Seas v. Seabourn: Philosophy, Pricing and Practice

Frank Del Rio, President and CEO of Prestige Cruise Holdings, owner of Regent Seven Seas, recently was interviewed by Travel Weekly Magazine. The article was about sales and marketing of Oceania and, to a much lesser extent, Regent.

There was an interesting exchange:

Q: With Regent, you chose to include shore excursions rather than lower prices. Did that stimulate sales?

A: Like nothing you've seen. It's one of the reasons why our business is stronger than most right now. This industry is one of lemmings. There is too much copying going on. Everyone lowers prices to stimulate sales. It works, but it hurts the travel agents. Every week I hear that half a dozen agencies are going out of business. We said, we don't want to hurt travel agents, and knocking $60 off our cruise won't motivate a sale the way it might at [a mass-market line]. Including shore excursions makes them commissionable.

I recently spoke with Mr. Del Rio at an Oceania event and let him know that I was not fond of the inclusive shore excursions. He questioned me as to why and I told him because it is not a luxury amenity. I explained that in the luxury market most people do not take cruise ship tours, but rather private tours. So, to my way of thinking, the inclusion not only doesn't add real value, it brings in a way of cruising that while positive for the cruise line's immediate bottom line is not necessarily so for the overall luxury cruise experience. (I offer complimentary Ensemble Travel tours on many of the cruises I book for clients. As a new alternative, I am able to offer a $150 per person onboard credit if they don't want to take the tours. This came about for the very same reason: Luxury clients tend not to take the group tours.)

There have been some recent articles on the internet about dissatisfaction on the Regent Voyager due to cutbacks in food quality (I struggle with the quality of the product, it may be the preparation or menu descriptions/marketing) and service. The issues with Regent Mariner being literally overrun with children with 125+ on its Alaska sailings may look positive to Regent's immediate bottom line, the negatives of poor service, an overwhelmed dining room, crowds and a very non-luxury experience...even at embarkation. (I will leave the Regent Navigator out of the mix...anxiously awaiting the major refit upcoming in January!)

Seabourn, on the other hand, has taken the approach which Mr. Del Rio has criticized: Seriously cutting its prices. I, too, believe that is the wrong thing to do as far as long term benefit. However, that is where we part company. As anyone who as recently been on Seabourn, including the new Seabourn Odyssey, will tell you, the service and cuisine is as good - or in the case of the Odyssey: better - than it was before the cut rate pricing.

The result I am seeing the most of is clients who were booked for 2 or 3 weeks in 2010 not looking to benefit from the reduced pricing, but rather to extend their cruise to 3 or 4 weeks for the same, or in some instances, less money. Yes, there are those that have never tried Seabourn that are coming onboard, but it is not with an expectation of anything other than it being more of a "privilege" than a "bargain"...event though the bargain has drawn them in.

So, if you believe getting more stuff equals more "value", Regent may be the way to go. However, if you are looking for more "value" in a true luxury experience, there is no question that Seabourn consistently provides that.

And if you still want some included tours...you never know, I just might be able to provide that for you as well.

Oceania Cruises - More Great Improvements...But It Is Still About The People

Oceania Cruises invited me to a exclusive event last evening at the French Culinary Institute in New York City where they announced another great feature for their new ship, Oceania Marina: a Jacques Pepin French Bistro style restaurant aptly named "Jacques".


I have met Jacques Pepin a number of times...not because I am anyone special, but because he is so approachable. Last night, while waiting for the official announcement, I recounted with him some amusing moments some years ago at the Aspen Food & Wine Festival which he attends almost annually. He introduced his wife and spoke of his daughter. And briefly chatted about his working on the menu for the about to be announced restaurant.

After chatting with him I thought about my chat with Charley Palmer on the Seabourn Odyssey Inaugural Cruise less than a month ago. First I thought about how lucky I am, and how cool it was, to briefly chat with two remarkable chefs and to do it in such a short span of time. But then I thought about how these two men were similar in many respects, but also so different. Charley Palmer is a guy I could easily see sitting down with a glass of whiskey and talking about anything in a "manly" way. Jacques Pepin comes across more as your favorite uncle who you just can't wait to be invited over to his home for a family dinner with wonderfully simple, but elegant, food, wine and conversation.

I also had the opportunity to speak with Frank Del Rio, Chairman and CEO of Prestige Cruise Holdings (owner of Oceania Cruises). He was warm, caring, proud and enthusiastic. We had a bit of a chat about both Oceania and Regent Seven Seas wherein I explained my confidence in the Oceania product, but my concerns with Regent. Unlike you might expect, he was not defensive, but very interested. He brought me over to the wonderfully charming head of Hotel Operations and the three of us had a pleasant, but candid, conversation where each of us learned some things. It was all about making the product the best it can be. (I did tell Mr. Del Rio that I am not a fan of the inclusive tours on Regent as luxury clients tend not to take them, so it was more of a negative than a positive...but that is a discussion for another blog post.) The conversation left me feeling upbeat and enthused.

Bob Binder, President of Oceania Cruises spoke during the formal announcement of Oceania's commitment to the use of the finest ingredients when making everything from chocolate croissants to its steaks; emphasizing Oceania's cuisine and its constant development and improvement.

The Marina will also have a very cool 22 station culinary center where, unlike anything else at sea, guests will be able to actually cook either a single lesson or a cruise-long course, rather than simply watching a demonstration. Mr. Binder spoke of going shopping with the chef and bringing local ingredients back to the ship's culinary center to create, for example, a wonderful pesto. (I think this is a wonderful concept and I am sure there will be very high demand for this. For me it is reason enough to book a cruise on the Marina. Imagine learning the ingredients and techniques necessary to bring the local cuisine home with you...so that you can relive your cruise whenever you step into your home kitchen. Great life experience...and great marketing!)


And that brings me back to Jacques Pepin and his new restaurant. He spoke, as he always does, of Jacques having "honest" food that is simple and prepared properly. As he said in his later cooking demonstration (how many of those has he done in the past 50+ years?!) that the key is not to screw up great ingredients, but rather to touch them the least amount possible.

To me, that is what Oceania is about. While the public spaces are beautiful (though the standard cabins are a bit small) and the itineraries interesting, what makes Oceania a great value and easy to recommend is simple: It is the ingredients.

From Frank Del Rio to the busboy, the buffet to the new Jacques Restaurant, Oceania is all about a very simple concept: High quality ingredients (be it people or food) which are prepared properly (whether in training or in the galley) and which are not screwed up (with faux luxury/pretense or unnecessary complication.)

Note: Oceania has told me there is going to be a BIG surprise on the Marina that will be announced closer to the launch. No one will tell me what it is, but they are very excited about it. With the installation of Canyon Ranch spas on the ships, the Marina Culinary Center and Jacques already announced, it has to be something special. Of course with the launch still more than a year away we are going to have to wait. Such problems!

Seabourn and Silversea Cruise Lines - Are They Really Competitors?

At first blush this may seem like worse than a naive question, but one that is just silly. I mean, how could the two largest true luxury cruise lines not be direct competitors?

Yesterday I learned some very interesting statistics. Silversea claims that it actually has more former Princess passengers on it ships than Seabourn guests. More Holland America passengers. More Cunard (actually the highest percentage). More Crystal. In fact, when providing the statistics Seabourn wasn't even mentioned; and clearly isn't in its top four sources of prior cruisers.

When first faced with this surprise I was, frankly, shocked. Of course Seabourn had to been in the mix, didn't it? But then I started thinking...as I do.

Silversea provides a very upscale product; no question about it. It has gone through, and probably will continue to go through changes, while it struggles with its present situation. However, Silversea has stressed that it is not cutting back, but rather adding value through essentially keeping the product the same and lowering prices. (I do not acknowledge that to be true - I don't have personal knowledge - but that is the company line.)

Seabourn also provides a very upscale product, but what I experience and what I hear consistently - even with the launch of the Seabourn Odyssey - is that it is the staff that makes Seabourn Seabourn. (How many expressed concerns abouth whether Seabourn could deliver the same quality service on its larger ship? I have not heard a single person say Seabourn hasn't succeeded.)

Aside from opinions about cuisine and service levels (or, better, style differences) the ships are markedly different. The Seabourn triplets with only 208 guests are yachtie and the 450 passenger Seabourn Odyssey provides the same yacht-like service. Silversea, however, provides a large platform for all its ships (which are medium to medium-large). Is that why Silversea mentions passenger to space ratios rather than differences in service? Probably.

So with the similarity, and knowing that many cruise these lines to be on the ships first of all and itinerary second, why isn't there more cross-over? My experience tells me that I have a much more prevalent move to Seabourn from Regent and Celebrity (and a bit from Oceania). I have had Seabourners try Holland America or Cunard...once. But not so much the other way round. I do have some serious Crystal clients that happily swing between it and Seabourn.

One interesting observation: Seabourn's ships are sailing pretty full this summer. In fact, Seabourn is running into situations where it is oversold. Silversea, on the other hand, ha thrown everything it has (butlers, $1,000 onboard credits, deep discounts, etc.) to attract more guests...and its ships still have significant space available.

With such great deals (and they are) why aren't more Seabourn guests giving Silversea a try? I believe that at this level the guests know what they want and it is not necessarily about getting the best deal...when measured solely by the dollar/pound/euro.

Backtracking to the move-up clients, it would appear that it is a bit more in what the style of service is provided (or, in some instances, marketed) in the mass market/premium market that a particular person latches onto and becomes comfortable with. Every line tries to pitch some sort of service difference and, it would seem, that comfort with the "hint" given on Princess may build a natural acceptance to Silversea's marketing, while the "hint" on Celebrity favors Seabourn.

Regent is a whole 'nuther kettle of fish which I will address another day. Suffice it to say, as I recently discussed with a client, Regent seems to be more of a premium line with great suites; rather than a luxury line with great service and cuisine. It is when those that have been trained that what is truly faux luxury discover what luxury cruising is truly about, the change to Seabourn or Silversea happens. My experience is that there is no real trend toward one or the other. In that respect, I guess, Seabourn and Silversea do directly compete.

I guess, then, it is not so ironic as a top seller of Seabourn cruises I also tend to sell more Celebrity and Oceania than I do Silversea, Princess or Cunard. Mind you I sell them all, and am very familiar with each, but I cannot ignore the trend.

Funny thing, "This is My Yacht" and "Starring You" do have some symmetry.

Regent Seven Seas Navigator - Some Details on Her January 2010 Drydocking

There is no question that the Regent Seven Seas Navigator has been the ugly duckling of the fleet for some years now. She has had problems with vibration, air conditioning and plumbing, tired interior spaces and, to be sure, service issues as well.

Prestige Cruise Holdings, parent of Regent Seven Seas, has made a huge commitment to transform this ugly ducking into a beautiful ship both where it can be seen and where it can't. As has been explained to me, during the almost 30 day drydock "the Navigator will be refurbished from stem to stern and keel to mast".

Even in advance of the drydock Regent has undertaken an unexpected, but sorely needed, expedited repair and maintenance program on the ship so that some issues like plumbing, electrical and air conditioning works more consistently...and consistently throughout the ship.

During the drydock the problems with Navigator's electrical problems, inconsistent air conditioning and plumbing (from brown water, to leaks to even the occasional showerhead that falls off) will be fully addressed. What that actually means really cannot be fully stated because until things are well and truly opened up and examined they cannot be known.

For me these are huge issues that can do much to transform a tired ship into a classy one. I know this first hand. During an extended refit of the superyacht MSY Islander I had to address the very same issues and, when accomplished, she went from a laughing stock of the industry to a very successful charter yacht. A nice shower, comfortable room temperatures and lights that work go a long way to making guests receptive to the other good stuff onboard.

The Italian restaurant, Portofino, will be history with the space being transformed into the same sort of casual dining area, La Veranda, found on the Voyager and Mariner.

Prime 7, the very popular (if not truly to my taste) steakhouse will be installed. (I am not sure where at this point, but will let you know when I find out.)

All of the public spaces will receive new carpets and upholstery, marble and wood floors will be stripped and refinished (replaced where appropriate) and cabinetry will be French polished. The pool will even be re-tiled.

The suites, which I have always said are excellent, will remain as they are, but the soft goods will all be replaced.

(I will discuss the positive changes in service, but will do so in another post.)

If all of the foregoing is accomplished I would be more than thrilled. Navigator presently has too many quirks to make her attractive to me or able for me to recommend. When the transformation is completed - and assuming it is done with the same high quality Regent has been using under its new ownership (and I have no reason to believe otherwise) - Navigator will be an attractive alternative due to her modest size, nice suites, more appropriate public spaces and itineraries.

You just might want to start considering booking her for 2010...before the secret of her success is known to all.

Record Phone Calls for More Luxury Lines - What Does It Really Mean?

On the heels of Seabourn announcing its busiest days (based upon phone calls and/or bookings) on record, Regent Seven Seas made a similar announcement which is now followed by Crystal Cruises and Silversea...and Regent Seven Seas UK's office. 

This is a good news/bad news scenario. (Remember calls and bookings do not equal gross sales increases.)

It is good because the prices have been so low and the givebacks (onboard credits/free air, etc.) by some lines so high that resistance has been broken.  This does not mean, however, that the luxury ships are necessarily sailing full.  While there are quite a number of cruises that are now sold out or nearly so, it means that quite a few sailings are simply now sailing with higher occupancies.

What I am finding is that there now is a scarcity of upper end suites on these ships.  I had warned you all about this happening and, unfortunately, many did not listen.  As a result, the across the board bargains (the cruise lines generally did not opt to only severely discount only the lower suites) and complimentary upgrades have filled the ships, but at the possible cost of degrading the perceived rarefied nature of luxury cruising. And...ironically...those willing to "pay the piper" just to get on a cruise this summer or fall are finding that it is the lack of suites, not the price, that is keeping them landlocked.

I am a bit concerned with pressure moving forward that the cruise lines not be perceived as "jacking up" prices when all they are really doing is moving toward "normalizing" them...triggered by simple supply and demand economics.  Moreso, I am concerned that many bargain-hunting cruisers who spent their prior years conversing on how they were going to "smuggle booze" onto a ship and protesting even putting on a sport jacket at dinner may adversely affect the cruise experience the lines have been working so hard to maintain (some with more success than others).

With the summer sailing season just about upon us I will be very interested in the feedback from my clients and readers.  I would not, however, weigh too heavily the comments on message boards like Cruise Critic because the views expressed will, for the most part, be from those who have never cruised on these luxury lines before and, thus, will be very pleased with the differences from the mass market lines.  In other words, while many of the new-to-luxury cruisers will see a steep increase in cruise quality I am concerned that those experienced luxury cruisers will see a commensurate decrease.  Hopefully my concerns will be meritless.

There is, of course, the other side of the coin.  There are those new-to-luxury cruising that are going to really appreciate the product...not just the price.  And those are the new clients that both the cruise lines and luxury travel agents are counting on for the future.  There are four new luxury ships coming on line in the next few years (three for Seabourn and one for Silversea).  While Silversea is rumored to be considering retiring or mothballing one or more of its ships, there is no doubt that there will be an increased capacity in the luxury market and berths will need to be filled.

Added to that is the increased quality and new ships in the premium market.  Oceania has a new ship and  Celebrity has its incredible Solstice-class ships.  I am confident there will be a strong demand in this premium class to further up their game as those who have gotten a taste of the luxury market during this weaker market will just not be willing to part with their money for a cruise which is too far removed from that experience.

So with some bargains still out there, but inventories getting tight, coupled with the change in who will be aboard the ships, it is going to be very interesting.

Regent Seven Seas - Sometimes "It" Just Doesn't Cut It

There is a very interesting article/interview with Mark Conroy, President of Regent Seven Seas Cruises on the ABC News website: http://abcnews.go.com/Travel/story?id=7671941&page=1.

In the article it is explained that the reason the fishing line which damaged the azipod did the damage it did was because the cutters which are part of the system had been modified and, alas, that modification caused the cutters...well, not to cut the line. I am not sure who approved the modification or if same was tested prior to being accepted, but me thinks there is someone who as some explaining to do.

There are some other interesting tidbits in the article such as Regent is expecting to operate at approximately 80% of capacity. That is not great, but it could be worse. It is just a matter of how you slice it. (Sorry for the pun.)

Another fact: Regent, while it still operates the Paul Gauguin, accounts for 1.1% of the entire cruise market. Put another way, the article point out, all of Regent's capacity on a single day would easily fit on one of Carnival's megaships.

In any event, word has it that the cruise from Iceland is going well with the azipods working just fine.

So You Waited For A Better Luxury Deal...And Now...

Bookings for luxury cruises this summer on Seabourn are tightening up and prices are rising.  Regent has recently announced the strongest bookings ever.  Oceania has quite a number of soldout sailings.  The discounts and incentives may have done their job...but for those of you that didn't listen to me, you may be out of luck if you were planning on taking a luxury cruise this summer at rock bottom prices...at least on some lines.

I heard today that some travel agents are asking the cruise lines to protect their now gone lower prices and they are not finding any success.  (I can't imagine they ever would.)  That does not mean all the deals are gone or every cruise is sold out.  What it does mean is that if you didn't listen to me you may be getting the same percentage off, but on a higher category.  (I told you to book and cancel later if you had to, but to protect the lowest available category.)

As a bit of an aside, I am having more clients being offered upgrades at reduced prices on some of the premium lines.  All of a sudden those who wouldn't pay more than X for their cruise are now feeling a bit more comfortable about the economy and their future so they are upgrading at a cost of thousands.  I find this quite encouraging because months ago the concerns were so great that $200 was a deal breaker, now it is 10% or less of the upgrade cost.

I am not sure how this all plays out, but one thing is for certain:  People are coming out to play...err, cruise.

Seabourn Has Record Sales Day - What Does It Really Mean?

Seabourn announced it had its single busiest day of sales this past Monday with 830 calls in 11 hours.  It also noted bookings have risen by 40% over the prior month and there remains a very high level of first time guests. 

Now, keeping it real, while there is no way to turn the information into bad news, I do wonder how much of it is really good news.  We know that cruises that were selling for $5,499 per person last year are selling for as low as $2,499 this year.  We know that rather than selling 3 208 passenger ships and then adding the 450 passenger Odyssey, the 450 passenger Sojourn is now open for booking, so available berths are up over 125%.  In addition the booking window has increased, so bookings are being made into April 2011 (a full two years out).

One has to wonder how many of the bookings are going to stick.  Crystal Cruises recently admitted that they had pretty good success in getting bookings, but when final payment time came there were serious issues.  Crystal thinks it has adjusted its strategy and is now finding more consistency between deposits and final payments.  I am not aware of Seabourn having a similar problem, but I don't have any data other than my own to say that it should not find itself in a similar situation.

That said, and not being terribly swayed by statistics generally (ex. are less bookings at higher prices of more value than more bookings at lower prices?), I do see something pretty remarkable compared to the other luxury lines.

I repeatedly hear that Silversea's marketing over the past year has left most people wondering, "What is the product that I am going to receive?  Am I going to be paying for alternative dining?  A children's program?  French Polynesia?  Refurbished Silver Cloud?  Any details on the Silver Wind?"  Regent's marketing has left more people thinking, "Huh?  Let's fight over what tours are included, at an added premium, or simply unwanted.  Let's wonder when the food will improve and the service actually be consistently top notch."

The net effect for these two lines has been reduced bookings and, in the case of Silversea the problem of having increased inventory (with the Silver Spirit coming on line in December) and spreading its already thin passenger base over more ships.

But Seabourn is like a rather elegant bulldog...confidently moving forward unconcerned with its challengers.  It says, "This is Seabourn.  We do not compromise.  We are consistent.  You know what the product is you will receive."  And maybe...just maybe...in these uncertain times it is why I so enjoy selling Seabourn cruises and so many people are finding enough confidence to say that now...or in the future...they are willing to rely upon Seabourn to deliver a true luxury cruise vacation.

So it is not the record sales day that means much to me, it is the consistency of the phones ringing and the increased bookings with the increased inventory that tells me Seabourn is doing something right.

Iamboatman's Blog Provided Timely Information That Causes Silversea to Throw Out The Children (Program) To Keep the Luxury Bath Water

Last week I posted that Silversea was going to institute a Children's Program ala Regent Seven Seas Cruises: Silversea is Robbing The (Regent Seven Seas') Cradle. The information was not posted or confirmed anywhere else that I am aware of. At the time I said "Silversea is making a big mistake". And I was, apparently, correct.

The information I posted here found its way onto Cruise Critic and between Silversea consistently reading my blog, The Gold Standard Forum and Cruise Critic today one of my readers let me know of Silversea posting that is abandoning the Children's Program before it even started. Steven Tucker, Silversea's Vice President of National Accounts, posted on Cruise Critic just minutes ago:

From Steve Tucker:

OK, you have spoken, and we have heard you!

We appreciate your comments and the passion you have about preserving the sophisticated, club-like atmosphere and ambiance aboard Silversea.

With that being said, we have decided to stop promoting the $199 Children's Programme.

We were quite surprised at the amount of attention and numerous posts that this subject has created. Since Silversea ships have no quad occupancy suites and a very limited number of triple occupancy suites, this program was never intended to generate a huge increase in the number of children that would normally sail on Silversea at any given time.

In any case, it is now our desire to revert back to the way we have previously handled the few children that do travel on Silversea. We will continue to ensure the best possible cruise experience for all our valued guests.

Thank you again to the readers of this board for your valuable input.

Steve Tucker
Vice President National Accounts & Eastern Region Sales, The Americas
Silversea Cruises

It seems that, as I have said before, the overall clientèle of Silversea and Seabourn is, in fact, tuned into a difference sense of what a luxury experience than Regent. There is a difference between graciously accommodating the children that to cruise on luxury lines and marketing to draw them to the ships.

At least here the experience was short-lived and did not effect more than the emotions of the few that actually knew of it's existence.

Seabourn Reports Record Bookings for The First Quarter of 2009...Because of Consistency of Product

Seabourn Cruise Lines reported yesterday that it recorded record bookings for the first quarter of 2009. 
Remember though, the term is "bookings", not "sales" or "revenue".  There is a significant difference, but...and it is a big "but"...in the longer term, it just might be better news than record sales.
In a world of luxury cruising where Silversea and Regent Seven Seas have had serious problems filling their ships, Seabourn has found a way not only to better fill its ships, but apparently to use the present soft market to attract what are the lifebloods of the more mature luxury cruise industry:  first time guests and first time travel agents booking those guests.  In a world of whispers, a cruise line must be loyal to its most loyal and longtime guests, but it must also look beyond them for age, infirmity and death takes their tolls.  In addition, as more and larger ships come online, there is an obvious need to find new loyal guests just as a result of capacity.

This morning I was listening to a business report on the radio.  The reporter mentioned a tactic he had just heard about.  The salesman cannot make a deal to this recalcitrant buyer. The buyer insists he just doesn't want to buy the product.  The salesman replies, "If I gave it to you for free, would you take it then?"  The buyer obviously replies, "Of course."  The salesman then says, "So the price is the only problem.  Let's make a deal."

In essence this is what Seabourn has been doing.  It has, as is my mantra, insisted on consistency of product.  Seabourn may tweak this or that, but its product remains what it is.  On the Seabourn Odyssey the product is elevated and expanded, but remains consistent.  This sort of stability not only keeps Seabourn's loyal and longtime guests quite happy, it allows the potential new guest (and the novice to Seabourn travel agent) to be comfortable that what they are anticipating is what they are going to be getting.

Silversea has not taken this approach.  First it cut some corners on service (including training) and cuisine.  Then it hyped "butlers for everyone" as if the seasoned cruiser would book because of this.  Now it is going to be announcing a children's program.  The loyal guests see the differences and changes and worry.  The potential new guests see changes that may or may not change the qualities of their cruise.  The travel agents - many of whom just are not seasoned in selling luxury - shy away.  So even with 25% commissions and heavily discounted cruise fares, there is significant resistance.

Regent Seven Seas has taken a slightly different approach.  It tried to maintain - and worse, justify - the highest fares in the cruise industry by adding mass market-type tours as being inclusive...while admitting it has serious issues with crew quality (and longevity) and failing cuisine.  Changes are clearly being made as there is a pretty obvious wholesale clean out of the old guard at Regent, but again changes like this simply do not entice hesitant past passengers nor does it entice new ones.

Seabourn reports a 67% increase in first time guests.  That, obviously, does not mean 67% of its guests are first timers; to be sure, significantly less are.  (Compare that to Silversea's announcement last year, before the economic downturn, that something like 55% of its guests were first timers.)  What it means is that those who could not have afforded, or just wouldn't pay the premium to cruise on Seabourn, are now willing to do so.  (And, to be sure, it will be hard for them to go back!)  More importantly, with Silversea and Regent Seven Seas showing more softness, my question is how many of these first time Seabourn guests are prior Silversea and Regent passengers who are now perceiving the value in Seabourn to be worth more than any particular loyalty to the other lines?

The other interesting statistic is that the number of travel agents booking Seabourn for the first time rose by 36%.  While it is true that a large percentage of sales for any luxury cruise line are driven by a relatively small percentage of travel agents, whenever the base broadens, so do the prospects of engaging more to suggest and offer luxury travel.  It is, in reality, very intimidating for many travel agents because - honestly - they just do not truly understand what luxury is.  So with their first sale of Seabourn they learn...and that is good.

So there is Seabourn, heavily discounting its cruises just as the other two have been doing, but it is doing a far better job filling it ships.  Now, will Seabourn be profitable this year?  My guess is that if it is, it will be by a slim margin. But more importantly, for those many people who are first time Seabourners, I am very confident that they will be hooked and will think a second, third or even a fourth time, before they consider cruising on a line other than Seabourn.

Caveat:  Is this sort of a turning a sow's ear into a silk purse kind of argument?  To a degree it probably is.  But for those that think outside the box...the unconventional...not really.  It is seeing an opportunity and taking it on.

Silversea Cruises is Robbing the (Regent Seven Seas') Cradle...Seriously (And You Are NOT Going to Like It)

Ever see those signs, "Child Onboard"...Silversea Cruises now has them available.

That's right:  Your elegant, luxury, cruise without children will not be happening on many Silversea Cruises.  Those that booked their 2009 Silversea cruise as an adult luxury product are not going to have exactly what they expected.  In fact, they are going to have pretty much was Ken Watson brought over from Regent Seven Seas.  (And you know I have always placed Silversea in the luxury category and Regent in the faux luxury one.)

Silversea is going to be announcing that it is going to have a full-fledged children's program on its ships, complete with youth counselors and discounts for children for 2009...And for all of you that have snapped up those highly discounted fares for Alaska and the Mediterranean for this summer, the program will be in place and actively seeking children to utilize it. 

To me, the real issue is that I cannot think of a single client or even message board poster that had expressed a legitimate desire for such a program on Silversea.  I know it is about "getting bodies in beds", but to so fundamentally change a product smacks of disrespect for those that have booked adults only cruises and makes one wonder which market Silversea is seeking to tap into that is going to overcome all the cancelled bookings that are most assuredly going to occur...followed by all those that will now not book Silversea because of the children's program.

Multi-generational cruises are not exactly the big thing this year and if Regent, with its larger ships and a long-standing program, can't make it work well, how is Silversea going to do it? Possibly by tapping further into the European market?  But there is a tremendous difference, culturally dependent, of what kind of behavior is expected of children and, importantly, who will actually use the program...rather than the hot tubs, etc.

Now, in respect of full disclosure, I have two children ages 13 and 10 (almost) and they have been on over 20 cruises.  They truly enjoyed each of their Regent cruises as far as the youth counselors and individual attention.  And, I selfishly just might now give Silversea a shot with them...for the right price.  But...and it is a big but...I have seen the eyes of those angered by my well-behaved kids just being present.  I have heard the compliments about "I am surprised how wonderful your children have been.  You should be proud." but wondered if it was really just an expression of relief.  Check out pretty much any message board (other than mine!) and just look for any thread mentioning children...It is ugly.

So, to my mind, Silversea is making a big mistake...but it just may have to take the risk.

Oceania Cruises - More Like Regent Seven Seas Every Day...Or Is It The Other Way Around?

Oceania Cruises makes a concentrated effort to let people know it is not a luxury product, but rather an excellent premium product where you are going to pay for pretty much everything ala carte.  Well, that is starting to change.

Oceania has announced that guests sailing on its 2010 European Collection voyages will receive free unlimited soft drinks and bottled water. 

That may not sound like such a big deal, but let me tell you having to pay $1.50 for a bottle of water you can purchase (retail) at Costco for 13 cents is considered a very large insult by a good few people.  (Ironically, I had said to Azamara when it sought my input as to how to tweak its product it should do exactly this!)

So now, comparing Regent Seven Seas to Oceania the differences have shrunken just a bit more.  Open seating, quality cuisine (more-so on Oceania, I believe), inclusive soft drinks and water, essentially interchangeable staff and crew, etc.  So Oceania has overall better public spaces and itineraries and Regent has better suites (and far, far, better bathrooms) and is liquor inclusive.

My question is:  "When is the merger between the two products going to be complete?"  When there are far more elements in common then there are distinctions, it only makes sense.  Too far fetched?  Take a look at Seabourn.  It has found a way to market and operate two different classes of ships with different offerings by maintaining a very strong consistency when and where ever possible.

With the recent release of so many of Regent's sales and marketing people, the combination of purchasing, provisioning and staffing, the Oceanification of Regent is, to my mind, almost complete.