We recently joined an Arctic cruise with Oceanwide Expeditions and were disappointed by several aspects of the experience. The ship lacked basic amenities, including an elevator. Most of our group were seniors aged 70+, and the constant need to climb multiple flights of stairs for drinking water, meals, and excursions was exhausting. There were no accommodations offered for older guests or those with mobility challenges. Meal service was poorly managed, with only one-hour windows and all passengers eating at the same time. This led to long lines and, on several occasions, the buffet was cleared before we reached the front. Staff were often unaccommodating and unresponsive to concerns. For an expedition of this caliber, the lack of accessibility, organization, and guest care was disappointing. We hope Oceanwide makes meaningful improvements for future guests. We did enjoy the expeditions and the guides leading those activities.
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Comment from Oceanwide Expeditions
Many thanks for leaving your review. We are sorry to hear that your time with us didn't meet your expectations. We pride ourselves on the high levels of customer service our hotel staff provide on board each of our vessels, who consistently draw high praise from our guests.
All meal times are announced in advance on board. For breakfast and lunch, which are buffet services, we open the buffet for one hour. Our staff makes one final call for the buffet at the end of this one-hour service; however, the dining room remains open if necessary for guests eating later in the service. Through these announcements, we encourage our guests to stagger their arrival times in the dining room if they wish to avoid longer buffet lines at the start of service. Generally, when arriving 10-15 minutes after the call, the majority of guests are already enjoying their food at their table.
We refill the buffet throughout service. This follows a specific procedure to minimize food waste, which we take extremely seriously as part of our approach to sustainability and better choices on board our vessels. Our dining room staff are always present to ensure that certain items remain available for all guests, answer questions, and assist with dietary requirements.
Water stations are available throughout the vessel, and all sinks in communal areas provide safe, clean drinking water. This includes all cabins, the onboard bar, and communal bathrooms, as well as bottle refill stations.
We take pride in having some of the most capable, robust, and industry-renowned expedition vessels in our fleet, designed to operate in some of the world's most extreme regions. None of our expedition vessels feature elevators & our website and booking information indicate that guests should have a good level of physical fitness. By their nature, our expedition cruises are an active experience, with a focus on activities that take place away from the vessel. We strive for twice-daily outings, ensuring our guests make the most of their time in the polar regions.
We are pleased to note that you enjoyed the excursions offered and the calibre of our excellent expedition team. We hope to welcome you on board again in the future.