First time Cunard ... and maybe last time ?!

[ajpeter]

This short cruise was a getting to know Cunard and especially the Queen Victoria, with its white glove service, the queens grill restaurant and the queen level cabins. Would we like spending a longer time on her, like half a world cruise?

 

I'll start with the pros:

The food was of good quality and taste.

Liked the Queens Room and the ballroom dancing.

It is a bigger ship then we are used to, which gives multiple places to go to.

The daily programm gives an extensive choice of entertainment and activities.

good size balcony with nice,comfortable furniture

 

then the cons:

Service in the queens grill restaurant is inconsisted and at times unprofessional.

The Penthouse suite has an idiotic lay-out with a triangle bathroom jutting into the suite which gives it a cramped feeling instead of a spacious feeling a higher level cabin should have. One keeps unavoidably bumping into doors and corners.

One get's a fixed table for the whole duration of the cruise. A request for a window table was answered with NO, not possible.

On one evening I hadn't pre ordered my choice of food. Very politely I asked the maitre d' if I could maybe have one of the meat dishes from the special menu if any was left. The answer I got was: '...are you taking the mickey out of me !', I was so shocked I asked again. He went to ask the kitchen and came back with the following: there is chateau briand left, but it might take until midnight untill you get it ! Even the people sitting at the tables around us nearly fell of there seats. How inappropriate.

The ship is definitely understaffed.

Post covid times in all hospitality places are a struggle, I am well aware of that. But if you ask top prices you should make sure you can handle the demand to a good standard. Queens Grill level isn't cheap and one should expect first class service, experienced staff, good sized and comfortable cabins and that little bit of extra that makes a travel experience great.

 

To sum it up; no, we cannot imagine to be on the Queen Victoria for a longer period of time like the half of the world cruise we had in mind. We might consider an atlantic crossing on the Queen Mary2 in the future.

 

 

 

Wishing all of you happy sailings

 

 

 

 

 

[Victoria2]

25 minutes ago, ajpeter said:

This short cruise was a getting to know Cunard and especially the Queen Victoria, with its white glove service, the queens grill restaurant and the queen level cabins. Would we like spending a longer time on her, like half a world cruise?

 

I'll start with the pros:

The food was of good quality and taste.

Liked the Queens Room and the ballroom dancing.

It is a bigger ship then we are used to, which gives multiple places to go to.

The daily programm gives an extensive choice of entertainment and activities.

good size balcony with nice,comfortable furniture

 

then the cons:

Service in the queens grill restaurant is inconsisted and at times unprofessional.

The Penthouse suite has an idiotic lay-out with a triangle bathroom jutting into the suite which gives it a cramped feeling instead of a spacious feeling a higher level cabin should have. One keeps unavoidably bumping into doors and corners.

One get's a fixed table for the whole duration of the cruise. A request for a window table was answered with NO, not possible.

On one evening I hadn't pre ordered my choice of food. Very politely I asked the maitre d' if I could maybe have one of the meat dishes from the special menu if any was left. The answer I got was: '...are you taking the mickey out of me !', I was so shocked I asked again. He went to ask the kitchen and came back with the following: there is chateau briand left, but it might take until midnight untill you get it ! Even the people sitting at the tables around us nearly fell of there seats. How inappropriate.

The ship is definitely understaffed.

Post covid times in all hospitality places are a struggle, I am well aware of that. But if you ask top prices you should make sure you can handle the demand to a good standard. Queens Grill level isn't cheap and one should expect first class service, experienced staff, good sized and comfortable cabins and that little bit of extra that makes a travel experience great.

 

To sum it up; no, we cannot imagine to be on the Queen Victoria for a longer period of time like the half of the world cruise we had in mind. We might consider an atlantic crossing on the Queen Mary2 in the future.

 

 

 

Wishing all of you happy sailings

 

 

 

 

 

At the risk of being shot down as being blinkered and partisan, were we on the same ship?

[Windsurfboy]

I don't think you are blinkered or partisan. But is it worth considering that as a very regular Q.V. passenger,  as you say one of the family.  This coupled with being in  Q1. Then in QG everyone is equal but perhaps some are more equal than others.

[exlondoner]

31 minutes ago, ajpeter said:

This short cruise was a getting to know Cunard and especially the Queen Victoria, with its white glove service, the queens grill restaurant and the queen level cabins. Would we like spending a longer time on her, like half a world cruise?

 

I'll start with the pros:

The food was of good quality and taste.

Liked the Queens Room and the ballroom dancing.

It is a bigger ship then we are used to, which gives multiple places to go to.

The daily programm gives an extensive choice of entertainment and activities.

good size balcony with nice,comfortable furniture

 

then the cons:

Service in the queens grill restaurant is inconsisted and at times unprofessional.

The Penthouse suite has an idiotic lay-out with a triangle bathroom jutting into the suite which gives it a cramped feeling instead of a spacious feeling a higher level cabin should have. One keeps unavoidably bumping into doors and corners.

One get's a fixed table for the whole duration of the cruise. A request for a window table was answered with NO, not possible.

On one evening I hadn't pre ordered my choice of food. Very politely I asked the maitre d' if I could maybe have one of the meat dishes from the special menu if any was left. The answer I got was: '...are you taking the mickey out of me !', I was so shocked I asked again. He went to ask the kitchen and came back with the following: there is chateau briand left, but it might take until midnight untill you get it ! Even the people sitting at the tables around us nearly fell of there seats. How inappropriate.

The ship is definitely understaffed.

Post covid times in all hospitality places are a struggle, I am well aware of that. But if you ask top prices you should make sure you can handle the demand to a good standard. Queens Grill level isn't cheap and one should expect first class service, experienced staff, good sized and comfortable cabins and that little bit of extra that makes a travel experience great.

 

To sum it up; no, we cannot imagine to be on the Queen Victoria for a longer period of time like the half of the world cruise we had in mind. We might consider an atlantic crossing on the Queen Mary2 in the future.

 

 

 

Wishing all of you happy sailings

 

 

 

 

 

Thankyou.

 

I agree the Q4s make very bad use of the huge amount of available space, but I have never felt the cabin cramped, nor bumped into anything except the bed.

 

I think many passengers find the fixed table a great benefit, as you get to know your neighbours and your waiters. The ship didn’t seem understaffed in May, but it may do so soon, as they transfer staff to QA.

[Victoria2]

10 minutes ago, Windsurfboy said:

I don't think you are blinkered or partisan. But is it worth considering that as a very regular Q.V. passenger,  as you say one of the family.  This coupled with being in  Q1. Then in QG everyone is equal but perhaps some are more equal than others.

Thank you and I would imagine some do think maybe some are more equal than others [yet again, I was told by an officer 'but you are family...' ] but we are all treated the same when dining although maybe more chatting with staff and staff are aware of our likes and dislikes as we are known etc etc etc

 

but

That doesn't explain

the lack of staff

The 'no' to a window seat would play a part in such disparagement of a restaurant

Unprofessional staff

Ico's comment/attitude

 

None of which I can understand.

Now I don't know where the op was seated but there was a [lovely] very large family party in QG and assuming the shortie was S'ton to H'burg, the staff were getting to grips with this and at times almost juggling their timing  to serve the two tables and surrounding ones if they and many other passengers arrived at the same time as they struggled to meet the 'demands' of all. That is not a staffing problem as I have never seen such as large party in QG before.

I know our waiter twice went over to help which was fine by us as we could see the problem and being relaxed and on holiday, just drank more wine and luckily, the lovely family were of the same thinking. Go with the flow and don't get knickers in a twist if 'things' take a little longer.

 

So sorry, I don't think we were on the same ship.

 

 

 

[BigMac1953]

20 minutes ago, exlondoner said:

 

 

I agree the Q4s make very bad use of the huge amount of available space, but I have never felt the cabin cramped, nor bumped into anything except the bed.

 

 

 

Q4's are not Penthouses. Must have been a Q3.

 

Knowing the Maitre d' very well over the 15 years, I do find it difficult to imagine Ico reacting as described. He has always been extremely professional and very polite.

 

I don't know why you think that you wre entitled to a window seat especially as this was your first trip in QG on QV. Higher grades get priority, then regulars who are well known.

[exlondoner]

3 minutes ago, BigMac1953 said:

 

Q4's are not Penthouses. Must have been a Q3.

 

Knowing the Maitre d' very well over the 15 years, I do find it difficult to imagine Ico reacting as described. He has always been extremely professional and very polite.

 

I don't know why you think that you wre entitled to a window seat especially as this was your first trip in QG on QV. Higher grades get priority, then regulars who are well known.

 

According to my brochure Q3s and Q4s in the Vistas are Penthouses. So that is what they are.

 

[ajpeter]

Dear All,

I was expecting some contradiction to my writings, I have no problem with that what so ever!

 

@BigMac1953 you said: don't know why you think that you wre entitled to a window seat especially as this was your first trip in QG on QV. Higher grades get priority, then regulars who are well known.

So then this means 'we are all family' is not true, there is hierarchy within QG. But to correct you, I politely asked for a window table, i didn't commened it.

[exlondoner]

2 minutes ago, ajpeter said:

Dear All,

I was expecting some contradiction to my writings, I have no problem with that what so ever!

 

@BigMac1953 you said: don't know why you think that you wre entitled to a window seat especially as this was your first trip in QG on QV. Higher grades get priority, then regulars who are well known.

So then this means 'we are all family' is not true, there is hierarchy within QG. But to correct you, I politely asked for a window table, i didn't commened it.

But the problem is to give you a window seat would mean moving someone else from their table. We have sailed with Cunard about 25 times, nearly always in the Grills, and only once, quite early on, have we had a table in the window. So I shouldn’t be offended.

[Host Hattie]

Thank you for reporting back.

You mentioned that it was a short cruise, how long were you onboard?

[Victoria2]

20 minutes ago, Host Hattie said:

Thank you for reporting back.

You mentioned that it was a short cruise, how long were you onboard?

Two real shorties and a ten day cruise within the fourteen days as far as I know. Might have been the ten days or might have been another itinerary within the fourteen days for the German market.

Maybe the ten days?

[bluemarble]

From the OP's posting history, they embarked 3 August. That would be the 3-night cruise Kiel to Southampton, V320C, 3 August-6 August 2023.

[3rdGenCunarder]

4 minutes ago, bluemarble said:

From the OP's posting history, they embarked 3 August. That would be the 3-night cruise Kiel to Southampton, V320C, 3 August-6 August 2023.

 

Even in QG, those short cruises aren't fair samples of Cunard. 

[WantedOnVoyage]

My goodness, what a defensive bunch.... talking someone out of their honest first hand experience is a fool's errand.  Short cruise, long cruise, first timer or repeater.... a bad experience and with pretty specific examples of what made it so, especially in QG. Enough said.  

 

I cannot imagine a maitre d' in any Cunard restaurant  utter  '...are you taking the mickey out of me !' to a simple passenger request.  But why would the poster make it up.  If I worked in Cunard management, the individual would be working the late night snack in the Lido for the next six months if he said that. 

 

And yes... how many times can you think "Not the cruise or ship I was on" but that's precisely what makes customer service such a minefield.  But it doesn't mean the person was delusional or imagining shortcomings you did not see or encounter even if sitting at adjacent tables. 

 

As for citing QUEEN ANNE as a possible cause for staff shortages and lack of experience with some crew... well, then don't build another ship if you cannot staff what you've got!  

 

 

Edited August 9, 2023 by WantedOnVoyage

[D&N]

30 minutes ago, WantedOnVoyage said:

what a defensive bunch.... talking someone out of their honest first hand experience is a fool's errand.

When you've sat across the desk from an employee who has not bothered to attend their work for 50% of their scheduled working days in the past month, and they tell you the reason was that their grand parent died for the fifth time this year, you begin to realise that it's unwise to take everyone's statements at face value.

[ajpeter]

I hope some of you have noticed that I avoided dropping names. Everybody can have a bad day and I am not the one bringing anybody into thouble for that.

Yes it was a four day cruise.

And conserning the Staff shortage. Our friends haven't seen their butler for the full 4 days. They ordered ice and extra glasses as we wanted to have cocktails in the suite together, never a reply. Then there was a phone call with the message: sorry I have to tend 80 guest at this time instead of the usual 20, so I cannot come. They never blamed the butler but sure had a talk with management.

 

And to make things clear; we really wanted to like this cruise and we are happy and loyal cruisers with two other lines and had absolutely been looking forward to booking a longer cruise.

 

[Victoria2]

50 minutes ago, WantedOnVoyage said:

My goodness, what a defensive bunch.... talking someone out of their honest first hand experience is a fool's errand.  Short cruise, long cruise, first timer or repeater.... a bad experience and with pretty specific examples of what made it so, especially in QG. Enough said.  

 

I cannot imagine a maitre d' in any Cunard restaurant  utter  '...are you taking the mickey out of me !' to a simple passenger request.  But why would the poster make it up.  If I worked in Cunard management, the individual would be working the late night snack in the Lido for the next six months if he said that. 

 

And yes... how many times can you think "Not the cruise or ship I was on" but that's precisely what makes customer service such a minefield.  But it doesn't mean the person was delusional or imagining shortcomings you did not see or encounter even if sitting at adjacent tables. 

 

As for citing QUEEN ANNE as a possible cause for staff shortages and lack of experience with some crew... well, then don't build another ship if you cannot staff what you've got!  

 

 

As I'm sure you know as you cited QG, on certain tables on QE and QV, one can be well sighted down the restaurant on QG.

You can see the hubub and the wait staff working well.

 

I will say yet again, this was not the same ship I was on.

 

As for building another ship and getting staff to staff it, I guess Carnival Corps. crystal ball wasn't working very well when they commissioned Queen Anne.

In fact, the whole world's world's crystal ball wasn't working too well.

[Victoria2]

2 minutes ago, ajpeter said:

I hope some of you have noticed that I avoided dropping names. Everybody can have a bad day and I am not the one bringing anybody into thouble for that.

Yes it was a four day cruise.

And conserning the Staff shortage. Our friends haven't seen their butler for the full 4 days. They ordered ice and extra glasses as we wanted to have cocktails in the suite together, never a reply. Then there was a phone call with the message: sorry I have to tend 80 guest at this time instead of the usual 20, so I cannot come. They never blamed the butler but sure had a talk with management.

 

And to make things clear; we really wanted to like this cruise and we are happy and loyal cruisers with two other lines and had absolutely been looking forward to booking a longer cruise.

 

That is not acceptable and I have never ever come across this. There are always enough glasses for eight in the cupboard, OK maybe not the same stemware shape but enough to have drinks for eight, and the ice bucket has always been filled. Always and that's Q5 to Q1,

[Windsurfboy]

3 hours ago, 3rdGenCunarder said:

 

Even in QG, those short cruises aren't fair samples of Cunard. 

 

Why not they cost the same per day, circa £1000 A night per cabin , so you should get same service . No excuse

[3rdGenCunarder]

42 minutes ago, Windsurfboy said:

 

Why not they cost the same per day, circa £1000 A night per cabin , so you should get same service . No excuse

 

It takes a day or two for waitstaff to get to know you and for people who are new to QG to ask all the inevitable questions and learn things like the time frame for ordering special items. Then you're just settling in and it's over.

Edited August 9, 2023 by 3rdGenCunarder

[WantedOnVoyage]

Really? This from a line that made their reputation on the classic FIVE-DAY Atlantic crossing???  If they cannot, for whatever the reason, offer a premium product for 2,3 or 5 days, then don't.  I think the classic "costs more per diem on shorter cruises" maxum holds true so there is simply no excuse here.  

 

QV in the Grills is, by my own personal and very recent experience, an exemplary product... all the more reason not to discount when it is not for anyone else and for their own good reasons.  Cunard doesn't need anyone to make excuses for them, either.  Basil Fawlty as Queen's Grill Maitre d' is a great episode concept ("a barrel of beans garnished with two dead dogs") but for a real cruise holiday... no thanks. 

 

 

[LibertyBella]

Individual staff should never be seen as an overall representation of a company, although too often that sadly happens. I just booked QV for next year, sailed QM2 last year, and multiple voyages on QE2.  I find Cunard staff a bit more formal and reserved as compared to the other ten cruise lines I have sailed, but we like that style as well.  

 

I find that no matter which cruise I am on, it takes staff a few days to "learn our style."  A bit of training may be required--reminding them nicely, stating our preferences, asking questions, etc. Communication is key!

 

Rudeness is never acceptable, neither from passengers, nor especially from staff.  

I am not sure why the maitre d' responded to you in such a silly way, but perhaps he was having a stressful evening.

 

If you have a real problem with a staff person, you should politely and gently try to correct them. If that does not work, then perhaps a discussion with a superior.  Worst case scenario--ask for a new waiter, dining room, etc. 

 

P.S. There are always lots of window seats available for breakfast and lunch on port days when everybody is out on excursions!  At night, in the dark, there is nothing to be seen anyway.

[Victoria2]

A very measured post  LibertyBella and I agree with all you said. I would however reiterate, I do not recognise the ship in question and I was in the same restaurant on the same ship where the staff were professional and busy.

 

In my musings, I implied without saying so, the ship on the Kiel to Southampton bit of our cruise was different. It was. The vibe of the general area of the ship changed. It was more frenetic, for want of a better word. Shorties are not typical of a Cunard cruise and our butlers over the years have said they are not fans as passengers can be very demanding when packing 'life' into a few days.

 

They do their best which is why I can’t understand why the ice bucket wasn’t filled and in the fridge, and there were no glasses available. There are always glasses there unless one is having more than a few fellow guests in for drinks. The butler said 'cannot come'. When was the butler asked to arrange all this. The butler might not be around when the passengers are but he/she has a pager and button on the phone is there to request things and a morning request for that evening should not have elicited a 'can't come' reply which is why I can’t get my head around this comment.

 

There are those who seem to almost delight in pulling Cunard over the coals when 'things' are reportedly not following the smooth Cunard way.

 

I prefer to go by my own, extremely extensive QG/Cunard experience and take the anomalies for what they are. Anomalies.

 

 

 

 

 

 

[Victoria2]

To ajpeter

 

Let me reassure you, whatever you experienced on your very short Cunard trip, is not typical of the Cunard and more pertinently, the QG I and many others know.

 

I would urge you to book a longer cruise, say a two weeker, on Victoria to experience the ship we know and love.

[exlondoner]

3 hours ago, WantedOnVoyage said:

Really? This from a line that made their reputation on the classic FIVE-DAY Atlantic crossing???  If they cannot, for whatever the reason, offer a premium product for 2,3 or 5 days, then don't.  I think the classic "costs more per diem on shorter cruises" maxum holds true so there is simply no excuse here.  

 

QV in the Grills is, by my own personal and very recent experience, an exemplary product... all the more reason not to discount when it is not for anyone else and for their own good reasons.  Cunard doesn't need anyone to make excuses for them, either.  Basil Fawlty as Queen's Grill Maitre d' is a great episode concept ("a barrel of beans garnished with two dead dogs") but for a real cruise holiday... no thanks. 

 

 

There is a lot of difference between five days TA and a three day portion of a longer cruise. Above all for the staff, in the days when many used to live and Southampton and were able to spend Tuesday and Wednesday nights at home once a fortnight. Imagine the difference that made.