ComplaintsforRegent Seven Seas Cruises

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regent Seven Seas provide substandard hotel accomodations causing lot of trouble and inconvenence. Guest relationship only refund $439 of which we've paid ********. We would like to appeal their decision and demand full refund.

  Business response

  10/07/2024

  Hello Mr. **** & Mrs. ************** would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you aboard the Seven Seas Navigator for your recent luxury cruise vacation. I hope this email finds you in good health and spirits.
  
  Regent values feedback from our guests as we strive to deliver an experience that meets or exceeds their expectations. Your comments play a key role in this process. We want to thank you for taking the time to share your complimentary comments with us and allow us the opportunity to provide further insight to your inquiry.
  
  However, we are deeply sorry to learn of your disappointment with the pre-cruise hotel, the ********************* and the post-cruise hotel,*******************. We apologize for any inconveniences you encountered and understand your concerns regarding the inconveniences experienced. We strive to provide accommodations that meet our guests' high standards, and it is disheartening to hear that the properties fell short of your expectations.
  
  We have reached out to the property management at ********************** and they extend their sincerest apologies for the shortcomings during your stay. They understand that the experience did not meet your expectations and take responsibility for the issues that occurred. At check-out, they offered a 25% refund to acknowledge the inconveniences faced.We will be sure to process this refund back to the card on file. The refunds will take approximately 2-3 weeks to receive due to internal processing. We appreciate your patience as this refund is processed internally.
  
  Regarding the transfer concerns, SMS Transportation has informed us that they often do not receive updates about flight cancellations or changes. Consequently, they might not be aware of these updates in real-time. Despite this, they were able to provide the scheduled transfer as planned. We apologize for any inconvenience this may have caused and appreciate your understanding.
  
  In regard to your post-cruise hotel stay at ******************** we reached out to them, and they have shared that they made every effort to address all inquiries and concerns during your stay, and adjusted their services as necessary. Unfortunately, after reviewing the details, the hotel has informed us that they are unable to offer a refund for the stay. We understand that this may be disappointing, and we genuinely regret that we couldnt provide a different outcome.
  
  Mr. **** & Mrs. **** we want to assure you that all the inquiries and comments you've shared in this letter have been meticulously reviewed, and they have been forwarded to the respective department heads for in-depth evaluation and future planning. Your feedback is invaluable in helping us identify areas of improvement and deliver even higher standards of service in the future. While we acknowledge there were times when we fell short of your expectations, please know that it is our unwavering commitment to continue providing the exceptional service that you have come to know and deserve on future voyages. We are dedicated to the ongoing enhancement of our services to ensure that your experiences with us are consistently extraordinary.
  
  We are grateful for your understanding and continued support, and we look forward to serving you better on your future journeys with Regent Seven Seas.
  
  Sincerely,

  Guest Relations Administrator

  Customer response

  10/08/2024

   
  Complaint: 22382287
  
  I am rejecting this response because:

  We pay Regent Seven Seas for 5 star ammodation and services where we were provided with the lowest class service and ammodation.  Photo and the hotel apologies is attached, please review. The hotels have admitted of their failure and Regent Seven Seas is fully responsible for all services & ammodation provided and we insisted for a full refund.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I contracted Covid on Aug 5 and were not allowed to leave our room for the last 5 days until the ship disembarked. This was after 4 full days at sea. There was no other way for us to contract this if not on the ship. I would say at least half the guests were having issues with hacking coughing and no one wearing masks. The rooms surrounding us had people coughing all night long and yet no one insisted on their being tested. I had to go to the emergency room and although was given medication. No one from the ship ever contacted me again, other than the nurse who phoned about 8pm to an update the first few days. Where were the officers in charge of making sure this matter was being handled properly.. When the ship landed in port they said you can leave now, thats it Nothing about how we were, was there anything they could do, some concern...not just tough luck. We were healthy when we boarded the ship, we had our boosters in advance of the trip, and yet they took no precautions to wipe things down for instance, like the game pieces being tossed around to all the guests to handle. All the coughing ( not us) should have been recognized and masks asked to be worn by those hacking away..The ** said he sees it becoming an issue and more cases. Most people don't want to know if they have Covid for it will basically stop their trip and you are a prisoner in your room.Have to have food delivered and no one can enter the room either. Basically Regent could care less. I would say run the other way as there are many cruise lines that do care, this one is not one of them Not to mention that the emergency room visit was charged to my account at nearly $3700. That is in addition to the cruise costs itself. It is unreal for a covid test, medication and no follow up care or concern by anyone on the ship, no one contacted us. THis trip was a nightmare and I want a full refund of $38,000. I suggest no one go on Regency even though they have an enormous following.

  Business response

  09/16/2024

  Hello Mr. ***** **********************,
  
  We would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you aboard the Seven Seas Grandeur for your recent luxury cruise vacation.I hope this email finds you in good health and spirits.
  
  Regent values feedback from our guests as we strive to deliver an experience that meets or exceeds their expectations. Your comments play a key role in this process.We want to thank you for taking the time to share your complimentary comments with us. 
  
  Upon review of your post-cruise web submission, we are sorry to hear that you were unfortunately quarantined due to testing positive for Covid-19 and how this affected your overall experience onboard. The health and safety of our guests and crew members are of the utmost importance to us. We have implemented rigorous protocols to minimize the risk of transmission onboard, following the guidance and recommendations of health authorities. However, despite our best efforts,it is impossible for us to completely eliminate the risk of exposure to any illness.
  
  Mr. ***** **********************, we understand your concern, and we apologize for any inconvenience and missed experiences caused due to your quarantined period. However, as per our ticket contract, we regret to inform you that we are unable to provide a Future Cruise Credit or any compensation for the specific days you were quarantined. Please refer to our ticket contract section labeled "Known or Suspected COVID-19 ***************** or the attachment included.
  
  We understand that unexpected medical expenses can be frustrating, and we sincerely regret any disappointment or confusion this may have caused. We hope the information provided here will help clarify the situation and address any concerns you may have. As outlined in our brochure, each of our ships is equipped with medical facilities staffed by highly trained international medical personnel. The fees associated with these services reflect the nature of an emergency room, as opposed to a traditional doctors office or pharmacy visit. This is due to the complexity of providing medical care on a ship, which requires specialized staff and equipment.
  
  As you know, the travel industry strongly recommends to our guests, and their travel consultants to take advantage of our Travel Protection Programs or arrange for trip protection coverage through another comprehensive travel insurance provider. We ask all affected guests to check with their provider for coverage related to diagnosis of Covid-19.  Whether RegentCare coverage (Aon) or independent coverage was purchased, we are happy to assist with any additional information that may be required to file your claim.  If travel insurance was not purchased, we are unable to absorb the risk by offering additional compensation or reimbursement as it would not be fair to guests that insured their trip.
  
  While we acknowledge that this email cannot fully rectify your experience, please rest assured that all your concerns are treated with the utmost importance. We will share the details with our onboard and shore-side management for future planning and improvement.
  
  Mr. ***** **********************, we understand that this may not be the exact resolution you were hoping for and we genuinely regret any disappointment or frustration this may cause. Nonetheless, we hope that you can appreciate our ******* efforts to address your concerns and offer a meaningful solution.
  
  Once again, we sincerely apologize for any inconvenience this may have caused. Thank you for your understanding, and we look forward to the opportunity to serve you again in the future.
  
  Best regards,
  
  Regent Seven Seas Guest Relations Administrator

  Customer response

  09/17/2024

   
  Complaint: 22286165
  
  I am rejecting this response because:

  There was no leadership by anyone on the ship to deal with the obvious health issues of many passengers. Which in turn even though they declare how important the matter is,did nothing to protect their guests..

  My complaint goes onto another matter as well. The fact that Regent is selling staterooms that are inhabitable and know that from passengers on earlier sailings. None the less allowed them to be sold to unsuspecting guests. We were unfortunate enough to have gotten one of those suites. The solution seemed to have been already in place where the manager pretends to be doing you a great favor by offering you a lower quality state room than what you paid for that you can use only to go sleep. This means you must go back and forth at night, in the morning to 2 rooms, both of which are not what a 5 star ship should be offering. The noises on the ship are not typical stress sounds all ships make at times. Also we had no rough seas to create the sounds of floors creaking, typewriter keys being struck, tap dancing and other loud bursts of sounds that startled you. All day and at night the constant noise was unbearable. They gave us 6 rooms to select from to move to however they were all down the side where our room already was, where other passengers have already complained about and moved from Not a good choice or solution. We did take the smaller room on level 7 to sleep in and kept the one furthest down the level 6 where most of the sounds were everywhere.  Than Covid came and they( whomever they are, we never spoke or met) insisted I stay in the main cabin for the 5 day isolation. My husband was never tested ( duh), so could leave at will. However by insisting I stay in the noisy room where they knew I could never get any sleep only made my Covid worse as it made the stress worse. What I needed was quiet and rest and sleep and this room was a nightmare to be in 24 hours a day for 5 days. Food service from the in room dining was something I had never tried on any cruise before even on Regents many trips and will never again, beyond terrible! Needless to say keeping a passenger on a voyage for 16 days mostly at sea  is in itself not a trip many would think of as a 5 star holiday. We waited 5 years before cruising again as we never had any illness during the Covid pandemic (not even a cold) we believe due to all the vaccinations and care we took. Decided to take a chance on a new ship with few trips ( a safety net of sorts) and on a cruise line we had liked before Regent. This ship is Beautiful, thats all. Nothing else about it rates even close to the standards Regent had before. Did we have high expectations, sure you promised so much in your ads, press, we fell for the hype. Now you have to back peddle to explain the bait and Switch  regarding cabins being sold that were  not inhabitable and knowing it. It was deliberate Fraud on Regents part.Even loyal Regent-ettes don't like to be made fools of and that is the posture you took. Offer something to act like you actually care about the situation you created all along ( and prepared for) and sorry for the discomfort and chaos, but probably Not enough to block off these suites or cabins and not sell them in the first place. This ship has some very noisy structural problems that need to be corrected before sailing more voyages. It is not ready and should not have been added to the fleet , not ready for its close up just yet, many passengers agree. Not all that glitters is gold!

  So, ********** the waters are getting murkier. The more complaints I read about at BBB and other sites, the more noise I make the louder this problem becomes, especially when the travel agents start screaming and know how you duped them into selling these cabins to loyal clients who trusted them ( like me)..I intend to file complaints with every agency that Regent must answer to for false advertising, fraud, and bait & switch and join forces with other passengers who were not handled  with the white glove service  they paid handsomely for but like  disposable paper napkins.. One last thought to chew on, why would you (REgent) stain such a flawless reputation ( you once had, may never have again) and  get your hands so  slimy?.    
  Sincerely,
  VIP  (Very Important Problem)
  *******************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  During the cruise, I was diagnosed with COVID-19, which led to forced isolation in my cabin for the remainder of my trip, severely impacting a vacation that cost $24,000. Notably, the ship's medical staff informed me that they preferred guests not to report COVID-19 symptoms to avoid potential lawsuits from other passengers. This raises significant ethical concerns regarding the safety and transparency of onboard medical practices.Additionally, I was shown an email from the ************** in *********, ******, stating there were no restrictions for travelers with COVID-19. The ship's nurse confirmed that there would be only 24 passengers on a coach that had the capacity for 75, indicating that I could have safely traveled at the back with a maskespecially since I had been on Paxlovid for four days prior to disembarking.Upon disembarkation, I was asked to sign a document that the staff requested not be dated, as they intended to fill in the date the following day. This was confusing and raised further questions about the legality and ethics of the process. Furthermore, I was denied the use of my prepaid ship transfer to the airport and was forced to leave the ship at 2:30 AM, having to find my own way to the airport.The cruise line's medical staff did not provide an estimate of the costs for the daily mandatory cabin visits and services such as personal protective equipment (PPE). When I inquired about these charges, I was advised that they could not disclose this information. Additionally, I was pressured into accepting visits and treatments against my wishes, under the threat of being forced to sign a document against medical care if I refused.It is alarming that the policies on board do not align with CDC guidelines or standard practices accepted for COVID-19 treatment in 2024. I was tested for flu and strep throatboth of which are contagiousbut had I tested positive for either, I would have been free to travel the ship and ports

  Business response

  08/20/2024

  Dear ***************************,
  
  We would like to express our sincere gratitude for choosing Regent Seven Seas Cruises. It was our utmost pleasure to welcome you and ************************* aboard the Seven Seas Navigator for your luxury cruise vacation. We hope this email finds you well.
  
  Firstly, we want to express our genuine concern for your well-being. The safety and health of our passengers are paramount, and we take every medical incident with the utmost seriousness. When you experienced symptoms requiring medical attention, it was crucial for our medical team to assess your condition thoroughly to ensure your safety. We understand how unsettling it can be to face medical issues while traveling, and we regret any discomfort you may have felt during this process.
  
  We understand your concerns about not being informed of the charges and feeling pressured into accepting treatment. Your feedback is very important to us. According to your medical records, we do have signed receipts for the services provided during your cruise, which can be found in your Electronic Medical Records (EMR) pdf file under "Documents." We sincerely apologize if this was not communicated clearly. Please know that our goal is to ensure that our guests always feel comfortable and fully informed.The documentation we maintain is essential for both our records and insurance purposes, and we are committed to making sure that this process is transparent and respectful for all our guests.
  
  Regarding your observation that you would not have objected to isolation if you had tested positive for the flu or strep throat, please be assured that isolation is required for these illnesses as per our onboard protocol (OPRP), which applies equally to our crew. We want to clarify that,according to our internal medical records, we do not have any other guests on this particular sailing who reportedly tested positive for COVID-19. We apologize if there was any confusion or misinformation.
  
  We are truly sorry to hear that you felt unsupported during your post-cruise transfer, ***************************. As mentioned above, the safety and well-being of our guests and crew are our utmost priority. Given that the post-cruise transfer was a shared motorcoach, our intention was to prevent the spread of symptoms to other guests. We sincerely hope you can appreciate our position in this regard.
  
  Our onboard procedures strictly adhere to OPRP guidelines,which are based on CDC/USPH recommendations. We regret any lack of clarity in our communication and understand the dissatisfaction this may have caused. Your concerns have been escalated to our dedicated medical review team. After a thorough review, it was determined that all medical charges were consistent with your EMR and in compliance with NCLs billing standards.
  
  We highly recommend that our guests and their travel consultants consider our Travel Protection Program or arrange for comprehensive travel insurance through another provider. While no insurance can cover all situations, travel insurance policies typically offer coverage for medical expenses incurred during travel. We note that you did not purchase Regents Travel Protection Plan. However, if you have coverage through another provider,we encourage you to submit a claim for the medical charges to determine what benefits may be available.
  
  ***************************, we express our heartfelt empathy for the inconvenience you have faced and extend our sincere apologies for any lapses in service provided. We hope for the opportunity to host you aboard again in the future, ensuring a more positive and memorable experience. Your feedback is invaluable in helping us improve our services, and we remain committed to delivering exceptional experiences to all our guests.
  
  Wishing you safe and pleasant travels to your next destinations.
  
  Sincerely,

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/21/24-I was on a Regent cruise in ****** , I checked in for my return flight on United & saw my ********** were seated in row 47 in the last row of the plane. I immediately called regent air support several ************ were not interested in helping me. I had paid up front thru Regent for premium economy , contacted ************* confirmed I was booked in ************** me me the original booking from 2/26. I was flying on 5/22 , I proceeded to call Regent air support & was put on hold for over an hour. I incurred $72.00 in phone charges as we were @ sea with no wifi . I contacted United & rebooked my ********** in premium economy & incurred $500.00 charge again to be moved to row 15. I had no doubt Regent would reimburse me, as I had all the proof. Contacted ***************************** refuse to pay anything as they say there records show we were booked in premium economy , they refused to review all of the booking info i sent ********* phone charges . They offered me $150 credit off my next cruise, I will never set foot on a Regent-ship again & will advise others that they do not care about there guests & never trust there air department as they are rude & incompetent. Guest relations advised me to deal with United as they will not. I also wrote the president of **************************** never bothered to answer me & just had the same guest relations person had been dealing with contact me again to tell me that they consider the matter closed. As a former Csuite executive who dealt with customer service , I find this treatment disrespectful & just cheap.

  Business response

  06/14/2024

  *******************,
  
  It is regretful that this situation continues to be a source of discontent for you, and that our past efforts to resolve the matter did not meet with your satisfaction.  I can assure you that we have given our full consideration to your thoughts and opinions regarding this issue. We have fully reviewed all comments and documentation you provided, and we have, in turn,provided multiple responses, including the history of the tickets taken directly from the airline system.  
  
  Please see the attachments for your reference.
  
  Please note that we act as intermediaries in booking flights on behalf of our guests; however, we have no oversight or direct control over any airline's schedule, operations, or processes. As we have advised, the class of service for any given seat is designated by the airline. We cannot anticipate or prevent any changes they may choose to make. We ticketed and have been charged for premium economy seats for your flights. As demonstrated in the ticket histories, no error occurred on Regents part.
  
  We are not disputing a discrepancy may have occurred with regard to your tickets, however, any error was made by UA directly and, as a separate third-party entity, we are unable to take financial responsibility for their actions. UA would therefore be responsible for addressing your concerns, including any refund or reimbursement requests.
  
  In recognition of the disruption to your journey, we extended a goodwill gesture that we believed to be fair. Future Cruise Credit was provided to account for half of the charge assessed for the upgrade,$150.00 per person. We wanted to demonstrate our appreciation of your choice to sail with Regent, however, this consideration should not be seen as an acceptance of a service failure on Regents part.
  
  *******************, we recognize your comments regarding your letter to our ********** ******************************** and wanted to clarify that, though Guest Relations is tasked with responding on her behalf when she is out of the office, kindly note that your comments have been reviewed by our senior management team, including ******************.
  
  As such, no further review for compensation is available.
  
  We again sincerely apologize for any confusion or inconvenience you experienced due to the airlines actions. We understand this is not the answer you were hoping for but trust you can understand our position in this matter. With all due respect, we must advise that the companys position remains unchanged,
  
  Sincerely, 

   

  *************************** | Guest Relations Administrator
  P: ***************
  **************************** | www.rssc.com
  Regent Seven Seas Cruises 
  Office Address: ***********************************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought the Mediterranean Cruise April 16 - Apr 26. The shipped arrived a day late and caused us to miss 2 of the six stops (****** and *********) and arrived a day late to **** which caused us to not be able to arrange any tours last minute. We only stopped in 4 of the six scheduled sites and one of those (****) was too late to enjoy the prior arrangements. The total cost for the trip was over $20,000. Regent refunded $1,500. I would never have booked the trip that we actually got for that money (or at all to be honest). They should have skipped **** and kept the other 5 sites intact. Given the circumstances I believe that 1/3 of the cost should have been refunded.

  Business response

  05/14/2024

  Dear ********************, 

  Thank you for reaching out to us regarding your voyage aboard Seven Seas Voyager.
  
  As you are aware, an unfortunate technical issue occurred very close to the end of the previous cruise, which severely impacted the ships operations and resulted in embarkation being moved to April 17. While we understand that there is disappointment caused by this unexpected technical issue, please be assured that our teams worked hard to provide travel solutions for both our embarking and disembarking guests.
  
  An unintended consequence of the delayed embarkation were the regrettable cancelations of the planned calls to ****** and **********These were made to retain as much of the original itinerary as possible within the new timeframe of the cruise.
  
  In recognition of the disruption to your journey, we extended an offer that we believed to be fair and comprehensive. This included a complimentary hotel night on the April 16 with transfer and breakfast provided, along with a 15% refund for the first day of your voyage, and a 20%Future Cruise Credit (FCC) for the itinerary modifications.
  
  We sincerely apologize for any inconvenience or disappointment experienced and appreciate your understanding and patience as we navigated through this unexpected, difficult and fluid situation.
  
  Thank you again for your candid feedback.
  
  Sincerely, 
  
  Guest Relations Administrator
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Regent Cruise Lines. We recently sailed on the Voyager from ****** to ********* on a scheduled trip from April 6 to April 16, 2024 under reservation number *******. However, our ship experienced a serious breakdown and delay in *****, *****. Our trip to ******* was cut short and we lost days on the cruise. As a result of the lack of communication regarding the repair and the fact that we were going to miss our flight connection we disembarked in ***** and made other arrangements which cost us a significant amount of money and made us miss days of the cruise and days of our follow on trip to ********, *******Let me say the lack of communication about what the problem was and when it would be fixed caused significant issues. It was a leadership failure within the staff of Regent. They kept extending our departure time with NO information about the issue and a horizon for repair. We were scheduled to fly from *** to IST (********) on the date of docking, April 16 2024, for 4 nights. Based upon the trajectory of the ship repair, the lack of information and the time it would take to get to ********* from ***** we would have not been able to make any portion of our Istanbul trip. Therefore, we had no other option but to disembark in ***** and make other arrangements. Rebooking our flights, hotel and expenses cost us a significant amount of money. As a result, we are hereby demanding that Regent reimburse us for the air, hotel, car, meals and for the lost days of the cruise. They are not entitled to our travel insurance benefits. I have contacted Regent and provided them the information and they have not paid the expenses.

  Business response

  05/13/2024

  Dear ****************,
  
  We hope this email finds you well.
  
  Following our recent phone conversation, I would like to extend my sincere apologies for the oversight regarding the coverage of your out-of-pocket expenses. As you disembarked in *****, *****, I am prepared to proceed with requesting reimbursement for your hotel costs at the ********** and transportation expenses. To facilitate this process, I kindly request the receipts for both your hotel stay and transportation.
  
  Moreover, if your insurance policy does not cover certain out-of-pocket expenses, we are prepared to cover reasonable air change fees.However, we do acknowledge that your insurance company has covered your air fees, and we thank you for providing the needed documentation to confirm this. Additionally, we are currently reviewing reimbursement requests from guests who disembarked in *****, like yourself, for hotel and transportation expenses. However, it is important to clarify that we will not be providing compensation for meals, additional expenses, or missed cruise days resulting from the decision to disembark early. We believe that the offered resolution is fair and equitable to all affected guests. 
  
  As we discussed, I have brought this matter to senior management, and we wish to convey our profound regret for any inconvenience caused by the technical delay. We understand the frustration that such situations can entail, and we assure you that both our onboard and shoreside teams worked diligently to resolve the issue promptly. However, we acknowledge that our communication may not have been as detailed as intended, and for this,we sincerely apologize.
  
  ****************, while we regret that we have been unable to provide a more satisfactory resolution and compensation for your experience,please be assured that this matter has been escalated to the highest level of management, and our company's position remains unchanged. We understand that this may not meet your expectations, and we sincerely apologize for any disappointment or frustration it may cause.
  
  Your understanding and cooperation during this time are greatly appreciated.
  
  Sincerely, 
  
  Guest Relations Administrator
  

  Customer response

  05/14/2024

   
  Complaint: 21695153
  
  I am rejecting this response because: I disagree with Regent.  I have made my position clear.  I am out of pocket expenses that is the fault of Regent.  I have submitted the bills I want them to pay and until they pay the bills provided I reject their resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  REGENT COMPLAINT We paid for a Seven Seas Suite on the brand new Regent Grandeur's two week transatlantic ***-BCN voyage. Our suite was effectively uninhabitable! The veranda door had an air leak so loud it sounded like a whistling train. Their idea of fixing it was to duct tape the door shut. Thus, no more use of the veranda. Several curtains/shades kept falling off and had to be repaired several times through out the cruise. Closet and bathroom doors would not stay closed or latched during the night and would make noise as they opened and closed, until we got rubber door stops to keep them open. Worst of all, the walls of the bedroom made such loud banging and creaking noises that it sounded like someone was hammering inside the walls. All four Seven Seas Suites are at the front of the ship on the slope of the bow leading to the bridge. We spoke to others in the same suites and they also were experiencing these issues. While we were on a "crossing," the seas were never "rough" by any means, at best moderate 6' swells. Every time the bow hit a swell, the banging of the hull against the wave carried straight into the suite. Coupled with the banging and creaking of the wood walls, it made it impossible to sleep. Regent staff on board provided us with a concierge D cabin to sleep in (a cabin valued more than $10,000 less than what we paid). So, every night we had to pack a bag and move from one cabin to the next, then reverse the process the following morning. If we forgot anything, we'd have to wake up in the middle of the night, get dressed, and return to the other cabin to get it. That said, my compliments to the onboard crew (executive concierge and general manager) for being understanding and equally appalled as to what we were experiencing. Several days later, the executive concierge reported to us onboard that Regent was offering us a $2,500 credit towards a future cruise while we were on board, which we felt was an insult as to what we had to endure for the two weeks. Apparently, the executive concierge felt the same, because she said "Please don't shoot the messenger." Other than that, the executive concierge and general manager said we had to deal with Regent corporate upon our return, which we did. Needless to say, we heard back from NCL/Regent today with an increased offer of a $5000 credit towards a future cruise to be used within the next year based on availability! Again, what an insult for all the inconvenience we experience on board their "brand new luxury ship." I know Regent has made a name for itself and has no problems filling their ships, but I'll tell you two things. We are a "younger" couple in our 50's and 60's who are the next generation of cruisers and should be the focus of filling their ships. We have met many wonderful people on board Regent, many having hundreds and hundreds of nights on Regent and one thing they ALL agreed on and shared with us is that Regent is not what it once was. They observed that management (not onboard customer service) has gone down hill as of late and appears to be continuing on a down hill slide. Regent is not by any means the only high end cruise game in town and for us, sadly, we will never use Regent again. I think the saddest and most infuriating thing is that it is obvious that Regent demands and trains its employees to be excellent and of the highest standard (and they are), but when it comes to corporate management, the standard is completely different.

  Business response

  05/10/2024

  Hello **************** & ************,

  We are in receipt of your emails and onboard experience aboard Seven Seas Grandeur and we wish to provide further clarification in regards to your inquiry. We truly value your loyalty with Regent Seven Seas Cruises which is why we wanted to ensure your comments were reviewed.
  
  On behalf of Regent Seven Seas Cruises, we would like to extend our sincere apologies for the inconvenience and discomfort that you experienced during your recent cruise due to the suite maintenance. It is disheartening to learn about the inconveniences you faced in your suite, and we understand how such situations can impact the overall enjoyment of your cruise. The continuous suite maintenance is certainly not reflective of the high standards we aim to uphold, and we apologize for the distress caused by the necessary repairs. We are continuously working to ensure the maintenance and functionality of our suites to prevent such occurrences in the future. We appreciate your patience and understanding as our dedicated teams worked swiftly to address these concerns.
  
  Rest assured that the onboard decision to provide additional accommodations was made with your best interests in mind. We fully acknowledge any inconvenience this relocation may have caused you, and we want to express our heartfelt apologies for any disruption to your plans. At Regent Seven Seas, we are committed to providing each of our guests with a seamless and exceptional experience, and we deeply regret any deviation from this standard.
  
  We understand the importance of flexibility when planning your travels, and we're here to provide further clarification.  It's important to note that our internal system does require a book by and sail by date for all Future Cruise Credits. We'd like to reassure you that while all Future Cruise Credits do have an expiration date, we do acknowledge that individual circumstances may vary. Depending on when you plan to make your future booking,there is indeed a possibility that we may be able to extend the credit for your desired sailing.
  
  Additionally, we truly regret to hear you feel our previous response fell short of accurately addressing your concerns.  We understand you wish to receive a larger compensation amount however, our standard process for such maintenance would constitute a $750.00 per person ($1,500.00 total)Future Cruise Credit and due to the circumstance provided, we received approval from our senior management to double the provided compensation to align more with your expectations. In this particular case, due to the nature of your complaint, the maximum amount of credit has been extended.  We sincerely hope you will accept the offer in the spirit intended. 
  
  **************** & ************, apart from this incident we truly hope that other aspects of your voyage met or exceeded your expectations and we hope that you will overcome your present reservations and continue to sail with us again in the future. We truly hope this sailing provides you with the Regent level of attention, quality, and service which is synonymous with our brand.
  
  Sincerely,

  Guest Relations Administrator

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid Regent Cruises for an All inclusive 10 day cruise with roundtrip air included in the price. ALL arrangements including air fare was booked by Regent Cruises. The cost of the Cruise was $14,100.00 for the two of us. The flight that Regent booked us was delayed in ******* causing ** to miss our connecting flight to ********, the port of embarkation for the cruise. We contacted Regent immediately upon reaching the connecting airport and spoke to a custom air specialist with Regent. We were on the phone with her for almost an hour. She was unable to find any flights to ********, she was unable to find any flights the next day for the next port of call. She then tried to find flights out of ***** or **************, but all were for the wrong day or already booked. She was also unable to find ** a flight back to *******. We had to rent a car and drive 7 hours to ******* to pick up our car. The next day I contacted our travel contact at Regent and she gave me an email address to file a request for a future cruise credit. I sent them an email describing what took place and requested a future cruise credit. They responded to my request the following day, they denied our request. The email sent to us basically said that they receive similar requests on EVERY cruise and they do not give anyone future cruise credits or refunds. They said I should have purchased travel insurance from them. I have since read the insurance benefits for travel cancellation and travel interruption and none of their insurance covers missed connections on their booked flights. I have filed a claim with my credit card company but Regent has responded to them that they provided us with what we purchased. Any help from you would be appreciated. We are very experienced Cruisers and 72 years old and have never been treated so poorly for an issue that we had absolutely no control over.

  Business response

  04/08/2024

  April 8, 2024
  
  RE:         SPL240307 / ******* / *****
  
  Good morning **************,

  We certainly understand that the flight issues and subsequent cancellation of your cruise were unforeseen and that this, and the related expenses you incurred, resulted in a substantial loss for you.  However, we trust it is also clear that this was not due to any wrongdoing or service failure on the part of Regent Seven Seas Cruises. Unfortunately, the possibility always exists that illness or other unexpected circumstances may arise that might make it necessary to cancel or alter ones vacation plans, which is why it is so important that guests safeguard their investment by purchasing trip insurance. As I previously mentioned,  Regent cannot assume the responsibilities of an underwriter in such situations.
  
  Although we offer insurance through AON, they are a wholly separate entity.  We must stress that this coverage is offered through a third-party preferred carrier simply as an added convenience and guests are free to utilize whichever insurance carrier best meets their needs. We recognize that insurance policies may not cover every circumstance, however, that does not transfer the burden of the loss to Regent. To that end, guests must make decisions on their travel protection needs in collaboration with their provider and travel agent.
  
  The travel industry in general strongly recommends to guests and their travel consultants that they take advantage of trip protection coverage through the provider of their choice. Please understand that although you may not have encountered a situation where you have had to cancel your travel plans, Regent Seven Seas Cruises receives multiple cancellations on every sailing which makes it cost-prohibitive for us to absorb the risk for those who chose not to take insurance and I assure you this is a very common request.  

  Moreover, allowing cancellation penalties to be moved to another sailing would constitute an additional monetary loss on a future voyage; therefore, we are unable to assume the additional loss by offering credit towards a future voyage. 
  
  Cancellation policies are not exclusive to Regent Seven Seas Cruises and are created with the intent to be equal, ensuring we do not discriminate or favor based on the nature of the cancellation.  We simply cannot place one guests circumstances over another, so any reimbursement request is deferred to the guests independent insurance provider. I have attached copies of our cancellation policy and insurance advisories for your reference. These are provided via your invoice and our Ticket Contract. You may also find more information at the following link.
  
  **************************
  
  We are committed to assisting our guests to the best of our ability during unforeseen circumstances and our priority is to provide as much support as possible to mitigate any disruptions. However, it's important to note that we act as booking agents to assist our guests with their flights. We booked the flights as promised but must rely on airlines to fulfill their obligations under the terms of the purchase. We are not the airline, nor do we provide the service. We have no oversight concerning any airline and their actions or available schedules and, as such, any compensation for air issues may also be appropriately directed to the airline. As the situation was caused entirely by flight cancellations, we also recommend reaching out to the airline via their designated process to file a complaint with them.
  
  We pride ourselves on delivering the best possible service,and we will continue to work through the challenges involved with air services due to the combination of strong demand for air travel, reduced airline capacity, and major airline schedule changes.
  
  **************, I would note that I am unaware of any communication on our part with your credit card company, however, they are welcome to contact us if they require additional information. I have included contact information below. I have also attached a letter regarding the cancellation and our policies for their reference in case it is helpful with your claim.
  
  You may instead provide your carrier with our contact information as follows:
  
  Regent Seven Seas Cruises
  **************************************************************************
  
  *************
  *************
  
  
  We trust that you will understand our position in this matter and sincerely hope that your travel plans will continue to include Regent Cruises in the future.
  
  Best regards,
  
  
  *************************** | Guest Relations Administrator
  P: ***************
  **************************** | www.rssc.com
  Regent Seven Seas Cruises 
  Office Address: *****************************************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/10/2023 $10,498.00 we booked a bridge cruise with regent for 2 people. we provided photos of our passports as required ahead of time and each were issued a boarding pass. when we went to the boarding dock to embark regent denied boarding to my wife January 3, 2024 Better Business Bureau Dear Sirs :On August 7, 2023 I booked a bridge cruise with *************** of ***************** for December 2- Dec 12, 2023 for a total price of $14338.00 for *********************** (my wife) and myself *****************************. We were to be a group of about 100 bridge players out of approximately 700 passengers on the trip. This was round trip from *****, ** to the *****************. A deposit of $3840.00 was made to ***************** using Apple pay on 8/10/2023. As time went on we were requested to make a final payment to Regent Seven Seas Cruises of $10498.00 paid by NFCU credit card on August 10, 2023. Later we were asked to send copies of our passports to Regent Cruises which we did. They were approved by Regent and boarding passes were issued to each of **. I use a paper passport and my wife uses a passport card both issued from the ************* ******************** I sent a picture of her card and my paper one to Regent when they requested this info and they approved them and issued boarding passes We were given embarkation ************* drove to ***** the day before and spent money at a *************** left our car there and took a shuttle to the embarkation dock.When our name was called we were asked for our passports and when my wife gave them hers they pushed it back and said we dont accept this, give us your passport, to which my wife replied - this is my passport. My wife does not fly and never plans to go to ****** or ***** for example so she has used a pass port card type for her travel. We have been to ************* in 2013 on another cruise line using a passport card with no difficulty so none was expected. Ultimately Regent refused to let her board, returned her luggage from the ship and sent her home! We are both 80 years old and were looking forward to sharing this experience together. After considerable discussion she convinced me to get on board and play bridge. I would have not done that if this had not been a bridge cruise with a well known leader who was giving lessons and lectures. I was concerned about her driving 3 1/2 hours alone back home, but we have a daughter who lives in **********, on the east coast of ** not to far away so ***** stayed with her and made the long drive home the next day after she had time to settle down a bit,. I tried to speak with the officer in charge of money on the ship and he was not interested in doing anything to help me and told me to contact ***************** when I got home!! ***** wrote letters to both Regent and AliceTravel on December 6, 2023. we have not heard anything from Regent. On December 13 I called ***************** and was told by ***** that the ********** ********************************* was working with Regent. I called *********************** on 12/18,12/19 and 12/20 when I finally got him only to find out hat his father had died and he was now back to work. He was a little vague about how much he knew about our problem but assured me it would get his direct attention. He claims this passport card situation had never occurred before in his dealing with Regent. I called him Dec 28 and 29 and his phone said he was not available .We feel that we have been treated very unfairly and with very little respect for our problem and actually no response from Regent. No apologies or action at this point. People on the cruise were saying things like O yeah, you will get your money back and a free bridge cruise for both of you in the future! Dream on. Right now we feel we she get our money back for ****** deposit and her half of the final payment for the trip she did not get . The experience will always leave a poor image in our minds for both companies involved , but few people say they are sorry anymore or are concerned about their image, just themselves. I have copies of all documents mentioned which I can upload when needed.Sincerely.*****************************

  Customer response

  01/03/2024

  He re are copies of the boarding pass issued to ***** after regent reviewed a photo of her passport. also  a copy of *****'s final cruise summary

  Customer response

  01/03/2024

  here is copy of the credit card  charge sent by NFCU and the charge to ***************** paid by Apple Pay

  Business response

  01/04/2024

  To whom it may concern,
  

  Please be advised that this same concern has been discussed with the agency at length. Attachment #1 is our 2 replies previously sent to their travel representative. As stated in that response, a valid PASSPORT with 6 months validity is required to sail,not a passport card, and the details of this requirement had been communicated via the invoices to the agency, final documents, and is readily available under our terms and conditions portion of our website (at any time, regardless of whether or not someone is holding a booking with us or not).
  

  Furthermore, it should be noted that apart from the above,Regent sent a specific letter (sent 9/21/23, nearly 3 months prior to sailing)to the travel agent on record detailing in bulletpoint the passport requirements for the voyage. See attachment #2. We recognize Mr. ***** ********************* concern and desire to seek additional review but, respectfully, we wish to redirect them back to the travel agency seeing as they had all this information available to them months ahead of the voyage. 
  

  For additional clarity: this requirement exists in the event guests may have to debark at an unplanned port (i.e. due to a medical emergency), they would require a passport with 6 months validity and enough blank pages for any necessary **** stamp(s). This requirement is unwavering and not up for debate or review.
  

  I fully understand and recognize that the guests wished to provide their opinion or perspective on our handling of the situation but,respectfully, these are all variations of the same complaint which, again, has been addressed and no additional review, compensation, credit, or refund is forthcoming.
  
  This said, we have closed this case for further review or response.
  
  Thank you again for your understanding.
  
  Sincerely,
  *********************************
  Guest Relations Supervisor

  Customer response

  01/05/2024

   
  Complaint: 21091977
  
  I am rejecting this response because: Unfortunately for us, we have been told this is the first time in *****************'s relationship with Regent that a client used a passport card. *************************** passport card is valid until 12/15/2031.  Each company seems to be passing the blame onto the other. We were never told by either company that a passport card could not be used. Even more distressing is the fact that Regent approved a photo of *****'s passport card and issued her a boarding pass on the basis of "seeing her Passport" many weeks before the cruise. If we had been told at that time that that cards were not valid at least we would have had some time to remedy the situation instead of being shocked at the embarkation desk and having her card pushed back to her with the comment to the effect- Oh, we don't take these, give us your passport. ***** does not possess a paper passport. she has used her card type passport with ********* ***** Caribbean and Holland America to the same area without problem in the past. There is a lot of business done each year between ***************** and Regent with these bridge cruises .It seems reasonable to me that each which be interested in resolving a "first time" incident in their history to maintain their reputation instead of making an unfortunate customer the victim of legal propriety and greed. We are both 80 years old and were looking forward  to sharing this experience on a high class cruise line. Instead we met disappointment and loss of $7169.00

  
  Sincerely,
  
  *****************************

  Business response

  01/09/2024

  Kindly note, the details of our passport requirements were already sent to the Travel Agent and guest via BBB. This means BBB has copies of this information clearly showing the details of the passport requirement. We are not responding to this matter further as the travel agency was the one who failed in communicating this important detail to the guest. No refund, credit, or other review is forthcoming and this case has been closed for any other review or response. Thank you.

  Business response

  01/09/2024

  ****************,

  Kindly note, the details of our passport requirements were already sent to your Travel Agent and to you via BBB. As my email explained in detail; your travel agent had copies of this information clearly showing the details of the passport requirement prior to sailing and failed to communicate this to you. Respectfully, we will not be responding to this matter further as the travel agency was the one who failed in communicating this important detail to you. I'm very sorry to hear ***************** was poorly equipped to handle this concern but as you are their client and under their care for your travel plans, they would be the responsible party and will need to address this with you. You will need to discuss this with their management team as they were the ones who did not communicate these important details, not Regent. No refund, credit, or other review is forthcoming and this case has been closed for any other review or response. Thank you.

  Regards,

  *********************************
  Guest Relations Supervisor

  Customer response

  01/10/2024

  yes , as I said in my original statement this was booked thru ***************** based inNew Jersey .  Neither company told as that a Passport card was not acceptable. ***************** has said that this is the first time in their relationship with regent that this issue has come up. Unfortunately we are the victims of this circumstance. Sometimes I wonder if the Regent responses are automatic from a computer , they keep glossing over the fact that they issued my wife a boarding pass after requisting and seeing a photo of her card well in advance of the trip. So they knew in advance that that was her passport and issued a boarding pass in response. They refuse to admit their error , make no apologies and blame it on ***************** who did not tell us either. Not a very responsible or  Christian way to do business for such a large company. *******************

   

   

  Customer response

  01/17/2024

   
  Complaint: 21091977
  
  I am rejecting this response because:

  yes , as I said in my original statement this was booked thru ***************** based inNew Jersey .  *************** told as that a Passport card was not acceptable. ***************** has said that this is the first time in their relationship with regent that this issue has come up. Unfortunately we are the victims of this circumstance. Sometimes I wonder if the Regent responses are automatic from a computer , they keep glossing over the fact that they issued my wife a boarding pass after requisting and seeing a photo of her card well in advance of the trip. So they knew in advance that that was her passport and issued a boarding pass in response. They refuse to admit their error , make no apologies and blame it on ***************** who did not tell us either. Not a very responsible or  Christian *** to do business for such a large company. *******************

  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 5, 2023 To ***********************************/Guest Relations Administrator Regent Cruise Line ***************************** phone ************** Dear ***********************************,I hope this letter finds you well. I am writing to formally request a refund for my cruise reservation that was scheduled from September 20th through September 29th, book reference #*******. Unfortunately, I was unable to board the cruise due to unforeseen medical circumstances.On September 29, I had emergency bowel surgery which resulted in a bowel reconstruction, removal of eight inches of my large intestine. The post op course was exceptionally challenging, and the full recovery anticipated within 12 weeks if complications of paralytic ileus, pulmonary emboli infection, hernia and immobility did not ensure. My medial team recommended a full recovery period of at least 12 weeks, provided that no further complication arose during this time.My post-operative regimen include a soft diet, pain mediation, strict hydration, frequent walks, avoiding prolonged sitting, refraining from lifting anything over 10 pounds, an receiving respirator spirometry treatment. Given the nature of my condition and the recommended recovery process, it was clear that traveling to Europe, which involved an extended flight and bus ride from the hotel to the ship lasting over 2 hours, was medically contraindicated. Additionally, I was not in a condition to participate in the excursions offered on the cruise due to the difficulties I was facing and the risk of exhaustion.I understand that the penthouse cabin I had reserved was occupied by another guest after I had to cancel my trip. While I appreciate that Regent Cruise Line was able to recoup the trip from another guest, I was left with significant financial hardship and stress resulting from this medical emergency. I am requesting a refund for the cruise.

  Business response

  11/20/2023

  Hello Mrs. ************
  
  Thank you for contacting Regent Seven Seas Cruise. I hope this message finds you in good health and spirits.
  
  We want to start by expressing our heartfelt sympathy for the difficult situation you've been facing, leading to the necessity of canceling your cruise due to a serious medical emergency. We are truly sorry to hear about this challenging and unexpected turn of events, and we sincerely hope that you are on the path to improved health.
  
  We are very sorry to hear that you were impacted by such a serious medical emergency that it necessitated the cruise cancellation. As you can imagine we receive quite a few requests of this nature as unexpected accidents and illnesses are inevitable. We hope you can understand that we have well-established policies, as do all other cruise lines, on when cruises can be cancelled.
  
  We hope you can recognize, cancellation policies are not exclusive to Regent Seven Seas Cruises and are created with the intent to be equal and do not discriminate or favor based on the nature of the cancellation. Our concern, however, does not negate or serve to circumvent our cancellation policy which is advertised and provided to all our guests and travel partners alike. We simply cannot place one guests maladies over another which is why any reimbursement request is deferred to the guests own insurance.
  
  We understand that you might not have previously encountered a situation where you needed to cancel your travel plans, and it's important to note that Regent Seven Seas Cruises does receive multiple cancellation requests on every sailing. This high frequency of cancellations makes it financially challenging for us to absorb the risks for those who haven't taken out insurance.
  
  We genuinely empathize with the unexpected and unforeseen circumstances that led to the termination of your cruise, along with the associated expenses and substantial losses you've experienced. It's crucial to emphasize that this situation was in no way due to any wrongdoing on the part of Regent Seven Seas Cruises.
  
  We understand that life can be unpredictable, and unfortunate events like illnesses or unexpected circumstances can disrupt vacation plans. This is why we strongly emphasize the importance of safeguarding your investment by purchasing trip insurance. Regrettably, Regent cannot assume the responsibilities of an underwriter in such situations.
  
  Alternatively, although guests may not be aware, credit card companies also offer a degree of travel insurance. Therefore, we also encourage guests who did not necessarily purchase travel insurance to check with their credit card for coverage options since they would be considered alternative coverage.
  
  We are not seeking to trivialize your concerns, or discount your experience in any way. However, we trust that you will understand our position in this matter and sincerely hope that your travel plans will continue to include Regent Cruises in the future.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩