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AmaSerena Cruise Review
4.5 / 5.0
Cruise Critic Editor Rating
73 Reviews

Beautiful Ship, Service was Lacking

AmaSerena Cruise Review by kenny654

0 people found this helpful
Trip Details
  • Sail Date: Oct 2019
  • Destination: Europe River
  • Cabin Type: Stateroom with French balcony and outside balcony

This cruise was a classical-music themed charter, sailing from Amsterdam to Basel.

Having sailed on a river cruise before with another company, I had a good idea of what to expect. The AmaSerena crew certainly lived up to expectations in terms of service at the front desk, housekeeping service in the cabins, and the all-important role of the Cruise Director -- Bojan did a marvellous job of organizing daily tours and activities for all of us to enjoy, all while dealing with the necessity to keep fitting the daily concert into the schedule on top of everything else. The three stars are for these aspects of the trip.

The big disappointment was the service (or lack of it) in the dining room. And believe me, I am not a demanding, special-attention-greedy customer at all.

Every day, at one or more of the meals, things went wrong either for me or for others at the table where I was sitting.

Here are a few examples:

-- two servers whose English was so poor that they could barely understand simple questions. The company advertises that English is the working language of the cruise.

-- one server who was particularly grumpy in the mornings, and spent far more time talking with colleagues than helping customers.

-- a server who poured coffee for two of six people at breakfast, then left and didn't return to pour for the other four.

-- similar problem with wine at dinner.

-- a salad delivered to the table without all the ingredients mentioned in the menu.

-- several instances of people being given some dish other than what they had requested.

AmaWaterways makes a big deal in their advertising of being a member of the international gourmet network, "La chaine des rotisseurs." The food by and large lived up to that reputation but the service definitely did not.

And finally: when I submitted my customer survey at the end of the cruise, with contact details, I asked specifically for a personal contact to discuss these issues. I have not received any reply to this request.

This cavalier attitude towards service and customer feedback is the biggest single reason why I don't plan on sailing with AmaWaterways again.


kenny654's Full Rating Summary
Cabin
Onboard Experience
Enrichment Activities
Value For Money
Embarkation
Dining
Public Rooms
Entertainment
Fitness & Recreation
Shore Excursions
Service
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Cabin Review

Stateroom with French balcony and outside balcony

The outside balcony sounds like an attractive feature, but it uses up a lot of space in the room without giving much space for the user who wants to sit outside. Inside space becomes extra-tight around the bed(s) as a result. Otherwise, the cabin is lovely and very comfortable.


Port & Shore Excursion Reviews

Cologne Old Town

Very enjoyable walk through the old town area, with ample time to visit and look around inside the beautiful cathedral.

View All 52 Cologne Old Town Reviews
Le Petite France

A very good tour through the historic Petite France area with time to visit the Cathedral at the end. Not the cruise line's fault that buses have to park a considerable distance away and visitors have to walk farther on their own feet than at most ports.

View All 79 Le Petite France Reviews
Notre Dame Cathedral

Included in the Petite France tour as a single event.

View All 95 Notre Dame Cathedral Reviews
Heidelberg Castle

Excellent walking tour of the castle, followed by funicular ride down into the old town and time to explore independently. The ship actually docked at Ludwigshafen on the Rhine, which meant that the tour began and ended with a 50-minute coach ride.

View All 180 Heidelberg Castle Reviews

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kenny654
6 Reviews Written
7 Helpful Votes
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