DaveA

The compensation we were offered was only £150pp, not £200, leaving £150 for a hotel. Did you get a better deal?

Regent have now removed the pre-cruise hotel for Concierge suites on their website for the two July 2024 Reykjavik cruises.

I will report back, but don’t hold your breath. I know my chances of achieving anything are slim but I’ll feel better for trying and will probably learn a few things along the way.

We do indeed have different laws, and arguably better protections. MyTA has been unable to get Regent to improve their offer. Regent are unquestionably contravening the UK Package Travel and Linked Arrangements regulations, so that is one avenue I am exploring. Complaining to the UK Advertising Standards Authority about knowingly false advertising is another. Litigation is certainly unrealistic, but leveraging UK agencies to advise Regent of the errors of their ways, with the associated possibility of adverse publicity is not.

From the Flybus site FAQs: Where does the Flybus stop? The main stop is BSÍ Bus Terminal, in the centre of Reykjavik. Onward transfers are available for Flybus+ passengers from BSÍ Bus Terminal to selected hotels, guesthouses and designated bus stops. The Flybus driver will ask you to board a smaller bus for these hotel transfers.

Sort of. Wait at airport for Flybus to Reykjavik bus station, then take off luggage and wait for a minibus to a bus stop close to hotel.

The difference seems to be that you, and most others, accept the injustice whereas I am trying to fight back, however slim my chance of success.

Yes, it’s a small amount and I certainly won’t let it affect my health or enjoyment of the cruise. I guess where we differ is in how we respond to large companies treating customers badly.

I don’t care about the size of the vehicle. What matters is that it takes me directly from airport to my hotel. So to get an equivalent service to a Regent transfer I need to take a taxi or private car.

Strictly speaking, all I know is that they accepted my booking in October and that they informed me they were not going to provide the hotel and transfers at the start of March. I think it is reasonable to conclude that Regent didn’t book a room at the time they contracted to provide me with one. However, I accept that Regent may have been unable to book a room at a suitable price last October but chose not to tell me until the time my final payment was due.

That is simply not true. I booked in October 2023. They could and should have secured the necessary arrangements at that time. Instead they waited until the beginning of March and discovered that suitable rooms were no longer available at a price that suited them.

So, essentially, we have to choose between spending more or accepting a less satisfactory transfer and hotel. All because Regent chose not to secure hotel bookings when it accepted our bookings.

It is outrageous that you should be out of pocket because Regent are choosing to opt out of part of their contract obligations. I am still not accepting any offer and am exploring other options. I will post an update as and when matters are concluded.

I have had the following response from my (UK based) TA. Needless to say I’m not at all happy! “I have had a call from Regent this afternoon to advise that the US office have been in contact and they will unfortunately not able to offer any additional funds. They have given two options: - they can look to offer a hotel which will be at the Courtyard by Marriott next to the airport. This is currently on a request basis at the moment. - Regent can look to see if we can offer flights the day of the cruise. These are both subject to availability and are on a request basis. If you choose the hotel you would no longer be entitled to the on board spend of credit for the hotel.”

My itinerary on the website also shows only the cruise, but I’m not sure it ever showed the flights or hotel there. Further down the page under Customize Your Voyage mine says flights are included.

Thanks for all the advice and suggestions. It is too late for us to cancel and re-book a non Concierge suite. We have flown to Costa Rica today for a tour here so I will wait and see what my TA can negotiate with Regent and meanwhile focus on enjoying Costa Rica.

Here's the entire communication from Regent: IMPORTANT INFORMATION REGARDING YOUR PRE-CRUISE HOTEL AND TRANSFERS IN REYKJAVIK, ICELAND Dear Valued Guest and Travel Advisor, We regret to inform you that we are unable to arrange your pre-cruise hotel and transfers in Reykjavik, Iceland. This is due to the limited availability of hotels that can accommodate the desired number of guests, while meeting the required standards that Regent is known for. We sincerely apologize for any inconvenience this may cause. As a gesture of goodwill, we have added a hotel and transfer credit of £150 per guest to your account. This credit can be utilized towards making independent travel arrangements for your pre-cruise stay. There are several excellent hotels in Reykjavik to choose from which you may review and reserve online or by contacting your travel professional. In recognition of this inconvenience, we will also apply a $200 USD shipboard credit per guest to your onboard account. This can be spent on treatments in Serene Spa & Wellness, Regent Choice shore excursions, in the ship’s boutique, or on a special bottle from the Connoisseur wine menu. If you have any questions, please contact your Travel Advisor or Regent Seven Seas Cruises’ Reservation Department. We look forward to welcoming you aboard Seven Seas Splendor. Regent Seven Seas Cruises

No separate hotel credit has been offered. We have already paid for the cruise plus pre-cruise and transfers. Regent are now telling us we have to pay for the hotel and transfers ourselves and are offering to refund £150pp plus US$200pp OBC. Note that £300 equates to US$380 not US$480, flossie009. I see the OBC as a side issue. We should be fully compensated for the loss of hotel and transfers. I'm confident Regent will be persuaded to up their offer.

Already happening! I was particularly offended by them referring to the payment as a goodwill gesture.

Having booked a Concierge suite for our July Splendor cruise in part because of the pre-cruise hotel, this morning we received, via our TA, a letter from Regent: We regret to inform you that we are unable to arrange your pre-cruise hotel and transfers in Reykjavik, Iceland. This is due to the limited availability of hotels that can accommodate the desired number of guests, while meeting the required standards that Regent is known for. It goes on to offer us £150pp as a "gesture of goodwill" towards paying for our own hotel and transfers, plus some OBC. It then says: There are several excellent hotels in Reykjavik to choose from which you may review and reserve online or by contacting your travel professional. which rather contradicts their earlier statement. I find this astonishing. Has anyone else experienced this? It will be our first Regent cruise so not creating a good first impression. Dave

Great, thanks. That is, for me, a big benefit of the package. I like to try different wines with different courses and wouldn’t want to be having to order each glass separately.

How does it work in restaurants? Do they top up house wine glasses without being asked? Does the same happen if I order a different wine on the SSBP list?

I have just received the same email again but with the titles prefixed by “CORRECTION:”. Trouble is the content of the email seems unchanged and the link still goes to sold out cruises.

Thank you both for your helpful and reassuring replies.

I am happy with buffets for breakfast and lunch, but I do like to be served dinner. My understanding of the options on Octantis and Polaris is that the Restaurant and Manfredi's require reservations and I cannot expect to eat there most evenings. That leaves the World Cafe which is a buffet, albeit with some dishes cooked to order. Am I correct? It seems odd not being able to dinner eat in a 'proper' restaurant on a luxury cruise. Thanks Dave