Région: L'Arctique
Destinations: Svalbard
Navire: m/v Ortelius
Points forts: Nettoyer le Svalbard, Renard polaire, Ours polaire, Morse, Longues randonnées
My wife and I spent 2 consecutive dates - ORT 04 + 05 in cabin 521. The cabin was really spacious and comfortable, however, there was a problem with the smell in the bathroom during the entire cruise, when even the air purifier that we had in the cabin from the beginning did not help. After the end of the first term, I described this deficiency in the form, but there was no improvement. For this reason, I did not fill out the next form after the end of the second trip. In other respects, I cannot complain about the cleaning. The cruise itself was pretty good, we saw almost everything we came for. Disappointingly, although we booked long hikes, not a single real one took place. This was not due to the weather, but rather to long and frequent downtime. We rarely left the ship at the appointed time. Zodiac guides often went out for so-called scouting only at the scheduled boarding time of the passengers. The whole thing often had the effect of deliberately shortening the time away from the ship. Although gateways were opened on both sides of the ship, boarding was restricted to one side, causing additional delays. Under these circumstances it was not possible to organize a full day long hike. On the other hand, I have to say that most of the guides including the leader Claudio were great people, professionals in their place. Unfortunately, this was greatly spoiled by one exception, especially his incorrect and often incomprehensible behavior. The catering and management of the hotel were absolutely fine, everyone was welcoming and helpful. I apologize for the above criticism and thank you for the opportunity to comment, otherwise we really liked the cruise and would like to repeat it in the opposite direction - to Antarctica.
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Commentaire de Oceanwide Expeditions
Thank you for taking the time to submit your valuable feedback. We take all comments from our guests seriously, and as such, the points you have raised will be discussed with the team involved.
We are sorry that your on board experience did not match up to your expectations and the standards that we set aboard all of our vessels. Your concerns will be discussed both with the onboard hotel team, and with the vessel's crew to identify the cause of the reported smell. We apologise that an effective solution could not be found during your time with us.
Scouting is a vital part of safety management in Svalbard and forms an important aspect of our land excursions. However, this should have minimal impact on the guest experience. Further discussions will identify why this procedure was not performed ahead of the announced disembarkation times and why only one gangway was used. We note that a long hike occurred, but there were difficulties in delivering the expected number.
Feel free to reach out directly to us regarding your feedback regarding staff members. We value the guest experience above all else and work to ensure positive interactions between guests and our staff. We want to address the concerns you raised and identify how we can move forward positively and in the appropriate manner.
We thank you once again for taking the time to submit valuable feedback, and we hope to welcome you on board again in the future.