Booked a cruise through Silversea going to Antarctica. it is not cheap! could potentially be a down payment for a cheaper house, and I already paid more than half of it. and honestly. I'm considering canceling the whole thing now.
The biggest frustration has been the concierge/customer service experience. My original concierge apparently left the company, and nobody even informed me. I only figured it out after trying to follow up multiple times and getting nowhere.
Since being reassigned, communication has been terrible. I can basically never reach this representative by phone because it always goes to voicemail, and email replies are often extremely delayed, sometimes taking weeks.
Recently, I scheduled a call with her 7 days in advance for May 1 at 9 AM. She completely missed the call. No call, no follow-up at the scheduled time, nothing.
Later, she emailed me apologizing and said she “just to clarify, attempted to reach me as scheduled; however, I was unfortunately routed to voicemail.”
The problem is the “scheduled” call she referred to was on May 4, which was never the agreed date. I literally had the original email confirmation showing May 1 at 9 AM.
So I replied politely with the quote from her own email confirming the original time. I stayed unemotional and factual, but it just feels off to me now.
At this point I’m debating canceling the trip altogether. For people who’ve cruised with Silversea before, would you still go on the trip and move on, or would this kind of experience leave a bad enough impression that you’d cancel?