Drwho32

So to update and respond to some of the replies.  We got a call from the shore concierge office within 24hrs of this post - so cruise critic obviously gets their attention.  They apologized for the service failure which they acknowledge and offered a full refund.  Re the Royal Suite, it has been 6 years since we sailed in this suite so memory may not be so good but it seemed a tad smaller, plenty of storage space but arranged differently, balcony the same, still with the jacuzzi which is nice.  Regardless still a very comfortable suite with excellent service.  Yes we should have been escorted to immigration and customs but we were only escorted to the edge of the ship and the concierge acknowledged that that was an error.  Re using a porter, we did but since we had a prebooked service there was little she could do for us except drop us at the kerb so she could assist other passengers.  Yes I approached several Celebrity shore staff for assistance but none were willing or perhaps able to assist given the chaos that surrounded them.  I also called their customer service who were also unable to assist.  In contrast to many disembarkations this was the most chaotic we have ever experienced, it was a positively unsafe and I took my wife, who has mobility issues, to a safe area where she could sit and I could leave her while I tried to get help.  We had no contact information on the transfer service and when I queried that on the ship, I was told it was unnecessary as we would be escorted right to the driver - so be aware of that if you use this service, this is the service they offer and you pay for.  So quite possibly some teething problems with new/temporary shore staff.  There was a significant shortage of cabs and people were waiting for over an hour to get one.  Re the comment about mixing with the great unwashed - well that speaks for itself.  Beautiful ship with wonderful staff and service, very enjoyable cruise overall, don't hesitate to book on it - just be aware of your boarding/unboarding entitlements if you are in this class of suite.

Should alert you though that if you are in suite class, the suite upper sundeck can only be reached by stairs as the elevator only goes to deck 15 (lower suite sundeck) which has almost zero shade areas.  So issue for wheelchair passengers who cannot reached the upper sundeck and needs to be rectified sometime in the future as this is the area where there is sun shade.

We just came off a wonderful 9 day southern caribbean cruise on the Silhouette - Feb 14-23rd.  Wonderful staff and service on the ship.  Marred by exactly the opposite on shore - staff who either didn't know the processes or don't care.  We were in a Royal suite with our own check in and baggage drop area, which we used.  Then we should have been directed to the retreat lounge in the terminal to await an escort to our cabin.  Instead we were told to proceed directly to our cabin as it was ready and directed into the general boarding line - almost an hour later we were at our cabin.  When I spoke with the ship suite concierge, she was aghast - this should not have happened.  So after a wonderful cruise, we booked a private transfer through the concierge to Lauderdale airport - expensive but what the heck.  When I inquired about the minimal information provided about the transfer I was informed not to worry we would be personally escorted off the ship right to the car.  What could possibly go wrong?  Everything!  At 9:30am on disembarkation day, we were informed that our car had arrived and we were handed off to a shore staff member to escort us to our car.  Except he didn't - he left us as soon as we stepped off the boat and informed us that the driver would be waiting outside customs and immigration holding s sign with our name.  Should I have been so trusting on this?  Probably not but I (we) were.  There was no car, no driver, nobody holding a sign with our name.  The sidewalk outside was bedlam - total utter disorganized chaos.  So I left my wife with the luggage in a safe spot while I tried to find the missing driver.  I approached at least 6 celebrity shore staff to try to get help but nobody was able (or interested) to assist.  I called the celebrity customer service number in Fort lauderdale - zero interest in helping us.  So after trying for about 75 minutes, we gave up and jumped on a regular shuttle bus.  Basically we were charged $150US by Celebrity for a service they failed to deliver.  I have complained in writing to Celebrity customer service as has our travel agent and been met with......guess?  Complete silence.  So if you are booked in a Royal suite or higher - beware of the onshore staff - they either don't know the promised processes or they don't give a hoot.  And by the way - with all the embarkation/disembarkation that celebrity do from all of their ships year-in year-out - surely they could devise better processes than the chaos that currently exists on disembarkation.  The disembarkation from the Edge was flawless compared to the Silhouette - why don't they replicate the same processes?  We were lucky - we had no flight to catch but we felt sorry for masses on the sidewalk who were under time pressure for flights and scrambling to get transfers.

7 hours ago, chemmo said:

 

Really surprised to read this. When we were in ports on Equinox the breeze level on the Equinox Retreat Deck was generally quite nice....The snag was the lack of shade and no water feature. It did feel pleasant but you could quickly burn. At sea the breeze was stronger but not generally so strong to blow glasses over.

 

It will be interesting to see how you get on in other ports.

 

Could you please comment on the comfort level of the sun beds, chairs, table/chair areas to snack in and confirm if the snack menu is the same as Edge/Equinox Retreat areas? Thanks!

 

 

 

Good comments re the wind in Aruba, however we sailed 25 days on the Edge in Oct/Nov including the transatlantic and used the retreat sundeck often.  Thanks to the design and height of the wind shields, the wind was never an issue and it was never uncomfortable sitting up there.  The Silhouette will just not be able to match this.  The furniture for the most part was similar to the Edge except for the two cabanas.  Can’t comment on the snacks as we have not eaten up there for the obvious reason.  Must say we prefer the Luminae on the Silhouette - it seems smaller and it is partitioned into two sections which really cuts down on the noise level and make conversing much easier.  There also seems to be more space between the tables which is nice.

8 hours ago, Drwho32 said:

No.it is the previous Michaels club and only has inside access.  No outside area like the Edge.  Also went to retreat sundecks yesterday and due to lack of wind break screens, it was so windy even standing was challenging, so non suite passengers are not missing much.

So today - day 4 on the new Silhoutte after our on shore in Aruba, we went back to the ship and decided it would be nice to go to the retreat sundecks 15 or 16 to read a bit and have a drink.  Same as yesterday, totally unusable.  Even sitting in one of the only two cabanas it was like sitting in a wind tunnel.  Apart from ourselves and two other hardy guests the only people there were the staff.  this was in port, ship was stationary and we could not let go of our drink or it was gone.  We lasted 5 minutes and retreated to the inside of the ship.  What a waste of space.  If they couldn’t replicate the edge with the high wind shields then they should not have done this.  Guarantee this will not last very long.  So disappointing.  My advice if you have the choice of ship - chose the Edge.

17 hours ago, cruising teacher said:

Is this correct? The Retreat Lounge is on Deck Five? Does it open to outside?

No.it is the previous Michaels club and only has inside access.  No outside area like the Edge.  Also went to retreat sundecks yesterday and due to lack of wind break screens, it was so windy even standing was challenging, so non suite passengers are not missing much.

Just on day 3 on the “new” silhoutte.  If you have been on the Edge you will likely be disappointed.  The Retreat sun deck is split over 2 decks - 15 and 16.  But the elevator only goes to 15 and you have to use outside stairs to access the bar and deck 16.  So if you have mobility issues, you probably not getting to deck 16.  And as someone else noted, very little shade.  The Retreat lounge is on deck 5 at the stern of the ship in the old Michaels club so is much smaller than the retreat lounge on the Edge.  Then Luminae restaurant is on deck 3, also at the stern.  So the “Edgeification” of the Silhoutte is awkward to say the least.  Now in our suite - Royal suite - the bathroom electrical outlets are up by the ceiling.  I am 5ft 6 and standing on tip toes can just reach them.  Unfortunately none of our electrical appliances (toothbrush, hairdryer, etc) have long enough leads to reach.  So can’t speak for the other suites, but if you are in a Royal suite, bring your own extension cord.  You will need it.  A lot of brand new staff on the ship, so service can be spotty - usually excellent but with a few gaps.  Still the beautiful ship it was previously and we are enjoying.

Well it is quite simple really.  If you are repeatedly coughing and sneezing into the air or your hand and water is streaming constantly from your eyes, you most likely should not be walking around the ship touching plates, cutlery, hand rails, elevator buttons, etc. thus ensuring that you share your infection with other passengers and crew.  Sensible, considerate people do not do that.  But that's the problem with common sense - it's an oxymoron.

3 hours ago, sippican said:

Glad to hear you've figured out the problem!

You are making assumptions and judgements.

My skin cannot tolerate the repeated use of the alcohol-based sanitizers so I am one of those judged harshly by others for refusing the sanitizer at the door. I do however practice hand sanitization practices that are probably superior to a squirt on the hand. (There is a great deal of research that concludes hand sanitizer is not the most effective.) Perhaps others were also using the hand-washing stations available? 

How did you judge that certain passengers should have been confined to their cabins?  

Herein lies the problem.  Celebrity cruises (for one) does not enforce hand sanitation certainly not on our last cruise on the Edge.  We experienced numerous examples of passengers refusing hand sanitation despite significant bronchial sickness on the ship.  Passengers who should have been confined to their cabins were instead allowed to freely wander the ship spreading their infection to other passengers and crew.  Time was when you were not given the option but that common sense seems to have been abandoned in the name, presumably, of not infringing on people's god-given right to spread their sicknesses to others.