We sailed on the Oceana on the Taste of the Caribbean cruise. This was our third cruise with P&O and it will definitely be our last.
On entering our cabin on the day of arrival, there was an overwhelming smell of stale urine. The smell was from the toilet. We informed reception immediately and attempted in the meantime to clean the toilet, floor and shower basin ourselves. Returning to our cabin later, we rang reception and reminded them again. That same evening, before setting sail, the toilet was cleaned in our presence by our cabin steward. The following morning the smell was just as bad. My wife completed the small “satisfaction” card included in the document wallet and handed this in to reception prior to disembarking for an excursion on St. Lucia. On our return, we washed the toilet again ourselves with hot soapy water, with the addition of anti-bacterial shower wash and after-shave lotion. We experienced no further smells from the toilet!
Luggage was not delivered to our cabin until 9.40pm local time on our day of arrival. First evening meal was taken, unshaven and both still dressed in the same clothes we had traveled in.
Despite being asked for ice on the first evening our cabin steward failed to leave us any until the fourth day. This service was only provided after complaining about the lack of sun bed towels in our cabin and an unpleasant confrontation with her and her supervisor.
The shower curtain was best described as stained, foul smelling and slimy. This was quickly changed on the same day we mentioned it to the Accommodations Manager.
We had paid a little extra to reserve a Lido Deck cabin close to the Bridge hoping to enjoy a quiet secluded cabin at the end of what was in effect a “dead end” corridor. We did not foresee being positioned directly underneath the beverage dispenser in the Plaza dining facility. Over the next thirteen days we experienced the footfall “THUD, THUD, THUD” of every passenger on the ship, including children who would run the length of the Plaza back and forth during “childrens tea”. This noise could easily be heard irritatingly over general conversation, the TV and radio. The noise woke us up in a morning and continued relentlessly until we went to dinner at 8.00 pm. The problem became such an irritation that by the third day we avoided using the cabin except to sleep and prepare for meals. I cannot accept that this problem has never been mentioned by previous occupants of L307 yet no warning was given in any brochures or when booking.
The general condition of the cabin could best be described as a “little shabby around the edges”. Furniture and fittings were showing signs of wear particularly skirting. Walls were marked, doors and cupboards clearly showed splash marks from previous occupants. There was old sticky tape residue on light switches! The balcony doors were filthy and the balcony itself displayed coffee/tea rings from previous occupants. There was a heavy build up of sea salt under and around the drain mat where it joins the door frame. This would irritate the skin when it came in contact with feet. The balcony was not cleaned during days at sea.
Adriatic and Lagorian Restaurants
The waiters and wine stewards in both these restaurants demonstrated a distinct lack of professionalism, training and discipline, and at times, respect for passengers for was non-existent. Only those incidents we observed or experienced personally have been noted, yet we were told, in general conversation, of many others.
At 10 pm one evening, a waiter poured out the half full contents of my wife’s red wine glass into a smaller white wine glass. When we both recovered from our initial disbelief, we challenged him. He advised us he had been told to collect all large wine glasses for washing!
On another evening we observed waiters pulling back the curtains in the dining room during dinner which reduced the temperature in the room quite noticeably. This completely changed the general atmosphere as passengers questioned why they were doing it. This procedure did not occur on formal evenings when officers were present.
At breakfast and lunch when some waiters were not as busy as others, they would congregate in groups and talk quite loudly amongst themselves in their own language. Having to serve the odd passenger was a distraction to these regular social meetings.
Other waiters were observed practicing their drumming skills with empty plastic cutlery drainers. Others were heard whistling/humming directly behind diners.
The wine steward at our own table was seen on several occasions by all diners to be chewing gum when taking orders and serving wine.
On one evening we sent a bottle of champagne from our cabin to the restaurant at 6 pm to share with our fellow diners. This gave plenty of time for it to be chilled and the table set accordingly. On arrival at dinner at 8.30 pm there was no sign of the champagne or any champagne flutes on the table. It was not until we had started our soup courses that our wine steward arrived with the appropriate glasses. The champagne had not been chilled at all! We sent her away and asked for it to be set up correctly the following evening.
Despite placing a standing order on the first evening at our designated table, for a bottle of Rioja every night at dinner, this only happened sporadically. It became so frustrating when our wine steward was not available until possibly the soup or main course, that we resorted to ordering a glass of wine and a bottle of lager with dinner.
On one particular evening we dined with new friends in the Lagorian Restaurant for dinner. Admittedly we were the last of three or four tables to leave. We observed waiters banging doors/drawers on their dumb waiters in frustration at being held back. One waiter actually picked up a large dark red/brown container and dropped it intentionally on the floor behind diners. We assume they wanted to retire early that night.
The Casino
It came as a culture shock to observe the number of passengers on this cruise who did not know how to conduct themselves in a manner befitting the “sanctuary” of the tables.
We observed a group of young men discussing football very loudly whilst stood directly behind a lady who was playing three card poker. The casino manager observed this melee but took no action. On another occasion there was one particular young man who insisted the croupiers rang their bell every time he moved from table to table. His infantile behavior was never questioned by the manager. In fact, at one point, he joined in. (His behavior was not connected with the practice of tipping casino staff.)
Other concerns regarding the casino included:-
On several evenings the second roulette table opened very late despite a substantial number of waiting players. On more than one occasion, the second roulette table did not open at all due to the lack of croupiers. Punters were not happy! How could the Oceana sail knowing the casino was understaffed?
On the first two nights the second roulette table was clearly marked “no smoking” yet nobody took any notice of this and the problem was not policed. On following evenings, the no smoking sign was removed. Presumably, this was the easy option for the casino manager.
I strongly object to the double zero being used on the roulette wheel. We are European passengers on board a European based ship. Why then were we playing American roulette. Are P&O making such little profit that they have to increase their casino odds from 2.4% to 5.6% in favour of the house? I don’t think so!
It was impossible at times to get a drink in the casino. It was necessary to go to the bar ourselves only to be told that whilst they could take the order, they were not able to give us our drinks. This had to be brought to us by a waiter when one was available.
The casino is usually an enjoyable experience on board P&O vessels. On the Oceana, it was an experience to be avoided.
Smoking
Without doubt, smoking on the Oceana is a problem.
On two separate occasions we had cause to complain about people smoking on the non-smoking designated side of the sun decks. We became wary and irritated asking people to stop smoking or move - it does not go down well with some fellow passengers. Oceana crew did nothing to police the problem. When asked, the reception staff were not able to confirm exactly which side was smoking and which non-smoking. Referring people to the cabin manual by way of daily news papers is not sufficient. People will not waste holiday time reading up on where they can and cannot smoke.
Non smoking areas on all decks should be clearly signed and staff should be trained to manage the potential problem created by mixing smokers with non smokers.
Even on our balcony we were subjected to passive smoking. Occupants of the cabin forward of ours and the two below all smoked. Even at sea cigarette smoke wafted in and out of our balcony. It prompts me to suggest the idea of no smoking cabins on one side of the ship. Or if this is not practical, now about smokers cabins being situated aft of a particular point?
Not before time there is a general movement in the UK against smoking to the extent that some pub chains are banning it completely. This indicates a strong no smoking movement…. P&O need to wake up to this one!
Art Auction
The art auction on board ship, is we believe, just another crude way of relieving the passenger of more of his money. We will resist calling it a professionally managed rip off. Suffice it to say that many items could be purchased at very much lower prices on E-Bay and the internet. A Leeds United signed and framed T Shirt can be purchased on E-Bay (a large selection being available) from £20 to £75 with current team players.
P&Os Leeds United shirt, signed by the relegation team ie last season, of which only one player remains at the club, was priced with a reserve of £900.00. Do P&O think Leeds United supporters are stupid. This one isn’t! The same is to be said for the Arsenal, Newcastle and Liverpool shirts on board.
But what we cannot avoid commenting on is the fact that just about everywhere one walks on board there is an easel with a picture on it. Often these art works half block doorways or hide attractive paneling and other ships infrastructure. (When considering “safety at sea regulations” one must wonder how P&O would stand if an emergency evacuation was impeded by these obstacles, particularly if one was knocked over into the path of a mass of hysterical passengers).
If we had wanted to spend half our holiday in an art gallery, we would have stayed in Manchester for a fraction of the cost.
Café Jardin
We only used this facility once. We found the staff rude, aggressive and disinterested. We refer to the general waiters not the management. In fact, the young English girl who managed this facility seemed to be working on her own at times and her efforts in quickly cleaning tables to reduce the constantly growing queue was commendable.
During the one lunch we had in Café Jardin we shared a table with an older couple who had cruised with P&O for many years, longer than us. The four of us together witnessed an argument between a waiter and a middle aged female passenger. The passenger who had become frustrated by waiting, had sat at an empty table that needed cleaning. The waiter who approached her did so so aggressively and spoke to her in such a similar manner that our fellow diners nearly choked on their lunch. They commented that in all their time cruising with P&O they had never experienced anything like it and said they thought P&O waiters were incapable of such actions and attitude.
Regrettably, we observed many looks of frustration and annoyance shown by waiters and bar staff. By about the third or fourth day we often wondered how long we could go before seeing the next example.
All departments around the ship seemed understaffed with tired looking crew. We sensed moral was low. There often appeared to be a “them and us” attitude between Asian crew and their European supervisors and managers. Crew were not happy!
Bars and Public Rooms
The biggest problem in bars and public rooms was the time it took to get a drink. On one evening at 7.00 pm, fifteen minutes before a pre-dinner show at 7.15 pm, the Yacht and Compass was almost full - not a table to be had. Yet, only one drinks waiter was on the floor. To compound the problem, he insisted on taking orders from at least six tables before giving the orders to the bar staff.
Last year on the Oriana we were on first name terms with two waiters in the Crows Nest who had two “black Russians” at our table almost before we sat down. You only had to smile at them and two refills would appear.
We joined friends for a game of bingo one afternoon. We waited twenty minutes before having our drinks order taken and a further forty minutes before we got them. We appreciate that time on a cruise is not an issue but there is something wrong when it takes an hour to get a drink.
Bar staff always asked if a single or double spirit was required when taking orders. After requesting singles one evening our group were served doubles and charged accordingly. Other passengers commented on this practice. If bar staff want to increase profits for P&O and their own commission, then it would serve them well to work quicker and more efficiently rather than resorting to this under hand practice.
Ships Photography
The quality of the photographs we willingly posed for as a couple were of the highest standard and we gladly purchased several.
We would have purchased many more if the price had not been so extortionate. In todays digital world of mass processing, £12.95 is far too much for a 10” x 8” portrait.
The negative side of the ships photographers was that they were everywhere. You could hardly move without someone wanting to take a photograph. This intrusion slowed up movement in and out of restaurants and on and off gangways when in port (not welcome when time was limited).
By all means continue the service but do try and avoid ramming it down people’s throats. It was so noticeable, we half expected photographers in the public toilets.
It was obvious the photography department was working under pressure when some photos were dated March 2005! Not really saleable items when the ship sailed in April!
Coach Service to Manchester
As instructed in the Disembarkation Leaflet, we vacated our cabin at 8.30 am and sat around until 11.05 am waiting to disembark. We collected our luggage as instructed and assembled at the appropriate coach service point for Manchester. Three coaches were provided but once their luggage holds were full, the drivers insisted on leaving with up to 10/12 seats empty on board.
Unfortunately, this resulted in 22 passengers being stranded. We were advised that a further coach would be made available within ten to fifteen minutes and asked to remain with our baggage.
One and three quarter hours later we were still waiting outside the terminal in freezing cold conditions. Our group included three small children and a lady of 71 years.
A fellow passenger rang P&O Customer Services after one hour of waiting only to be told that they knew nothing about our predicament.
We finally arrived at Manchester Airport Terminal 2 at 6.25 pm, some three hours later than predicted in P&Os literature.
Surely, given the years of experience of transporting people on sea and LAND one would think P&O would realise the amount of luggage the cruising fraternity hauled about with them!
Travel operator:
P&O
