We have traveled on Crystal for at least 15-16 voyages. We love their staff and service. They have an excellent cruise director, Paul, who always adds to our enjoyment. The lectures & entertainment are wonderful. We are not "foodies" and we find their food to be just fine.
This past May, after a missed year of cruising, we embarked on the Symphony from Los Angeles to New York. My first impression was that things have changed. We still encountered the wonderful staff and service, but just a little something about the ship had changed. Perhaps it was that the ship was filled to capacity and could not function as well. The Bistro seemed very crowded and understaffed. We noted repairs necessary in our stateroom as well as in public areas. There was rust on the exterior railings and other areas crying for paint. Some of the hard surfaces are scratched and gauged. In the past, we saw maintenance constantly taking place on the ship. This time hardly at all. Our friends, who were on the 9th floor mid ship, encountered the annoying vibration from the engines. On past sailings, I had learned this the hard way and now always book a stateroom more forward. There the vibration is minimal. We have grown accustomed to the tiny staterooms but we would love to see Crystal switch to stall showers instead of the bath tub shower combination. We will continue cruising with Crystal because of the staff and service. Although it is due for some work in dry dock, I am afraid the Symphony is tired and needs more help than a short dry dock can provide! But, while while we wait for them to launch a new ship, we will probably return for another cruise on the Symphony.
Small, but we are accustomed to it. On other cruise lines, we need to book suites in order to obtain good service that still doesn't compare to Crystal's service.