How We Evaluate the Ships

Their facilities count, of course, but just as important are the standards of food, service, staff and hospitality

I have been evaluating and rating cruise ships and the onboard product professionally since 1980. In addition, I receive regular reports from my team of five trained assessors. The ratings are conducted with total objectivity, from a set of predetermined criteria and a modus operandi designed to work globally, not just regionally, across the entire spectrum of ocean-going cruise ships today, in all segments of the marketplace.

There really is no “best cruise line in the world” or “best cruise ship” – only the ship and cruise that is right for you. After all, it’s the overall enjoyment of a cruise as a vacation that’s really important. Therefore, different criteria are applied to ships of different sizes, styles, and market segments throughout the world (people of different nationalities seek different things in their vacation).

This section includes over 200 oceangoing cruise ships in service (or due to enter service) and chosen by the author for inclusion when this book was completed. Almost all except the newest ships have been carefully evaluated, taking into account around 400 separate items based on personal cruises, visits and revisits to ships, as well as observations and comments from my team. These are channeled into 20 major areas, each with a possible 100 points. The maximum possible score for any ship is therefore 2,000 points.

For the sake of clarity and user-friendliness, scores are further channeled into five main sections (Ship, Accommodation, Food, Service, and Cruise Operation).

Cruise lines, ship owners, and operators should note that the ratings may be adjusted annually as a result of increased competition, the introduction of newer ships with better facilities, and other market- or passenger-driven factors.

The ratings more reflect the standards of the cruise product delivered to passengers (the software: dining experience, and the service and hospitality aspects of the cruise), and less the physical plant (the hardware). Thus, although a ship may be the latest, most stunning vessel in the world in terms of design and decor, if the food, service, staff, and hospitality are not so good, the scores and ratings will reflect these aspects more clearly.

The stars beside the name of the ship at the top of each page relate directly to the Overall Rating. The highest number of stars awarded is five stars (*****), and the lowest is one star. This system is universally recognized throughout the hospitality industry. A plus (+) indicates that a ship deserves just that little bit more than the number of stars attained. However, I must emphasize that it is the number of points achieved rather than the number of stars attained that perhaps is more meaningful to anyone comparing ships.

 

The Star System

 

 

+	1,851–2,000 points
	1,701–1850 points
	1,551–1,700 points
	1,401–1,550 points
	1,251–1,400 points
	1,101–1,250 points
	951–1,100 points
	801–950 points
	650–800 points
	501–650 points

 

What The Ratings Mean

1,851–2,000 points  +

You can expect an outstanding luxury cruise experience – it doesn’t get any better than this. It should be truly memorable, and with the highest attention to detail, finesse, and personal service (how important you are made to feel is critical). The decor must be elegant and tasteful, measured by restraint and not flashiness, with fresh flowers and other decorative touches in abundance, and the layout of the public rooms might well follow feng shui principles.

Any ship with this rating must be just about unsurpassable in the cruise industry, and it has to be very, very special, with service and hospitality levels to match. There must be the very highest quality surroundings, comfort and service levels, the finest and freshest quality foods, including all breads and rolls baked on board. Highly creative menus, regional cuisine, and dining alternatives should provide maximum choice and variety, and special orders will be part of the dining ritual.

Dining room meals (particularly dinners) are expected to be grand, memorable affairs, correctly served on the finest china, with a choice of wines of suitable character and vintage available, and served in the correct-sized sommelier glasses of the highest quality (Reidel or Schott).

The service staff will take pleasure in providing you with the ultimate personal, yet unobtrusive, attention with the utmost of finesse, and the word “no” should not be in their vocabulary. This really is the very best of the best in terms of refined, unstructured living at sea, but it is seriously expensive.

 

1,701–1,850 points

You can expect a truly excellent and memorable cruise experience, with the finesse and attention to detail commensurate with the amount of money paid. The service and hospitality levels will be extremely high from all levels of officers and staff, with strong emphasis on fine hospitality training (all service personnel members must make you feel important).

The food will be commensurate with the high level expected from what is virtually the best possible, while the service should be very attentive yet unobtrusive. The cuisine should be memorable, with ample taste. Special orders should never be a problem, with a creative cuisine of a very high standard. There must be a varied selection of wines, which should be served in glasses of the correct size (not simply a standard size glass for white and one for red wines).

Entertainment is expected to be of prime quality and variety. Again, the word “no” should not be in the vocabulary of any member of staff aboard a ship with this rating. A cruise aboard a ship with this high rating may well cause damage to your bank statement, particularly if you choose the most spacious grades of accommodation. Few things will cost extra once you are on board, and brochures should be more “truthful” than those for ships with a lower rating.

 

1,551–1,700 points

You should expect to have a high-quality cruise experience that will be quite memorable, and just a little short of being excellent in all aspects. Perhaps the personal service and attention to detail could be slightly better, but, nonetheless, this should prove to be a fine all-round cruise experience, in a setting that is extremely clean and comfortable, with few lines anywhere, a caring attitude from service personnel, and a good standard of entertainment that appeals to a mainstream market. The cuisine and service will be well rounded, with mostly fresh ingredients and varied menus that should appeal to almost anyone, served on high quality china.

All in all, this should prove to be an extremely well rounded cruise experience, probably in a ship that is new or almost new. There will probably be less “extra cost” items than ships with a slightly lower rating, but you get what you pay for these days.

 

1,401–1,550 points

You should expect to have a very good quality all-round cruise experience, most probably aboard a modern, highly comfortable ship that will provide a good range of facilities and services. The food and service will be quite decent overall, although decidedly not as “gourmet” and fanciful as the brochures with the always-smiling faces might have you believe.

The service on board will be well organized, al­though it may be a little robotic and impersonal at times, and only as good as the cruise line’s training program allows. You may notice a lot of things cost extra once you are on board, although the typically vague brochure tells you that the things are “available” or are an “option.” However, you should have a good time, and your bank account will be only moderately damaged.


1,251–1,400 points

You should expect to have a decent quality cruise experience, from a ship where the service levels should be good, but perhaps without the finesse that could be expected from a more upscale environment. The crew aboard any ship achieving this score should reflect a positive attitude with regard to hospitality, and a willingness to accommodate your needs, up to a point. Staff training will probably be in need of more attention to detail and flexibility.

Food and service levels in the dining room(s) should be reasonably good, although special or unusual orders might prove more difficult. There will probably be a number of extra-cost items you thought were included in the price of your cruise – although the brochure typically is vague and tells you that the things are “available” or are an “option.”


1,101–1,250 points 

You can expect a reasonably decent, middle-of-the-road cruise experience, with a moderate amount of space and quality in furnishings, fixtures, and fittings. The cabins are likely to be a little on the small side (dimensionally challenged). The food and service levels will be quite acceptable, although not at all memorable, and somewhat inflexible with regard to special orders, as almost everything is standardized.

Crew attitude could certainly be improved, the level of hospitality and cleanliness will be moderate but little more, and the entertainment provided will probably be weak. A good option, however, for those looking for the reasonable comforts of home without pretentious attitudes, and little damage to their bank statement.


951–1,100 points

You should expect to have a cruise experience that will be average in terms of accommodation (typically with cabins that are dimensionally challenged), quality of the ship’s facilities, food, wine list, service, and hospitality levels, in surroundings that are unpretentious. In particular, the food and its service will probably be disappointing.

There will be little flexibility in the levels of service, hospitality, staff training and supevision, which will be no better than poor. Thus, the overall experience will be commensurate with the small amount of money you paid for the cruise.


801–950 points

You should expect to have a cruise experience of modest quality aboard a ship that is probably in need of more attention to maintenance and service levels, not to mention hospitality. The food is likely to be quite tasteless and homogenized, and of low quality, and service will leave much to be desired in terms of attitude, which will tend to be mediocre at best. Staff training is likely to be minimal, and turnover will probably be high. The “end-of-pier” entertainment could well leave you wanting to read a good book.


651–800 points

You can expect to have only the most basic cruise experience, with little or no attention to detail, from a poorly trained staff that is probably paid low wages and to whom you are just another body. The ship will, in many cases, probably be in need of much maintenance and upgrading, and will probably have few facilities.

Cleanliness and hygiene may well be questionable, and there will be absolutely no finesse in personal service levels, with poor attitude from the crew, and dismal entertainment as significant factors in the low score and rating. On the other hand, the price of a cruise is probably alluringly low.


501–650 points

You can expect to have a cruise experience that is the absolute bottom of the barrel, with almost nothing in terms of hospitality or finesse. You can forget about attention to detail – there won’t be any. This will be the kind of experience that would equal a stay in the most basic motel, with few facilities, a poorly trained, uncaring staff, and a ship that is in need of better maintenance and upgrading.

The low cost of a cruise aboard any cruise ship with this rating should provide a clue to the complete lack of any quality. This will be particularly true in the areas of food, service, and entertainment. In other words, this could well be a totally forgettable cruise experience.

Distribution Of Points

These are the percentage of the total points available which are allocated to each of the main areas evaluated:

 

The Ship	25%
Accommodation	10%
Cuisine	20%
Service	20%
Entertainment	5%
The Cruise Experience	20%

 

These last two categories may be combined for boutique ships, tall ships, and expedition ships.

The Ship

Hardware/Maintenance/Safety

This score reflects the general profile and condition of the ship as hardware, its age and maintenance, hull condition, exterior paint, decking and caulking, swimming pool and surrounds, deck furniture, shore tenders, lifeboats, life rafts, and other safety items. It also reflects interior cleanliness (public restrooms, elevators, floor coverings, wall coverings, stairways, passageways, and doorways), food preparation areas, refrigerators, garbage handling, compacting, and incineration, and waste disposal facilities.

Outdoor Facilities/Space

This score reflects the overall space per passenger on open decks, crowding, swimming pools/ whirlpools and their surrounds, lido deck areas, number and type of deck lounge chairs (with or without cushioned pads) and other deck furniture, outdoor sports facilities, shower enclosures and changing facilities, towels, and quiet areas (those without music).

Interior Facilities/Space/Flow

This score reflects the use of common interior public spaces, including enclosed promenades; passenger flow and points of congestion; ceiling height; lobby areas, stairways, and all passenger hallways; elevators; public restrooms and facilities; signage, lighting, air-conditioning and ventilation; and degree of comfort and density.

Decor/Furnishings/Artwork

This score reflects the overall interior decor and color scheme; hard and soft furnishings, wood (real, imitation, or veneer) paneling, carpeting (tuft density, color, and practicality), fit and finish (seams and edging), chairs (comfort, height, and support), ceilings and decor treatments, reflective surfaces, artwork (paintings, sculptures, and atrium center­pieces), and lighting.

Spa/Fitness Facilities

This score reflects any health spa, wellness center, and fitness facilities; location, accessibility and noise levels; lighting and flooring materials; fitness and muscle-training machines and other equipment; fitness programs; sports and games facilities; indoor swimming pools; whirlpools; grand baths; aqua-spa pools; saunas and steam rooms; rasul, the various types of massage (Swedish Remedial, Shiatsu, Ayurvedic, Reflexology), and other treatment rooms; changing facilities; jogging and walking tracks; and promenades.

Accommodation

Cabins: Suites and Deluxe Grades

This score reflects the design and layout of all grades of suites and deluxe grade cabins, private balconies (whether full floor-to-ceiling partition or part partitions, balcony lighting, balcony furniture). Also beds/berths, furniture (its placement and practicality), cabinetry, and other fittings; closets and other hanging space, drawer space, and bedside tables; vanity unit, bathroom facilities, washbasin, cabinets, and toiletries storage; lighting, air-conditioning, and ventilation; audiovisual facilities; quality and degree of luxury; artwork; bulkhead insulation, noise, and vibration levels. Suites should not be so designated unless the sleeping room is completely separate from the living area.

Some large resort ships now have whole decks devoted to superior grade accommodation, with a significant difference between this accommodation and that of “standard” cabins.

Also the soft furnishings and details such as the information manual (list of services); paper and postcards (including personalized stationery); telephone directory; laundry lists; tea- and coffee-making equipment; flowers (if any); fruit (if any); bathroom personal amenities kits, bathrobes, slippers, and the size, thickness, quality, and material content of towels.

Cabins: Standard Sizes

This score reflects the design and layout (whether outside or inside), beds/berths, furniture (its placement and practicality), and other fittings. Also taken into account: closets and other hanging space, drawer space, bedside tables, and vanity unit; bathroom facilities, washbasin, cabinets, and toiletries storage; lighting, air-conditioning and ventilation; audiovisual facilities; quality and degree of fittings and furnishings; artwork; bulkhead insulation, noise, and vibration levels.

In addition, we have taken into account the usefulness of the information manual (directory of services); paper and postcards (including stationery); telephone directory; laundry lists; tea- and coffee-making equipment; flowers (if any); fruit (if any); and bathroom amenities kits, bathrobes, slippers, and the size, thickness, quality, and material content of towels.

Cuisine

Food is one of the main features of most vacations. Cruise lines put maximum emphasis on promising passengers how good their food will be, often to the point of being unable to deliver what is promised. Generally, the standard of food is good. The rule of thumb is: if you were to eat out in a good restaurant, what would you expect? Does the ship meet your expectations? Would you come back again for the food?

There are perhaps as many different tastes as there are passengers. The “standard” market cruise lines cater to a wide range of tastes, while the more exclusive cruise lines can offer better quality food, cooked individually to your taste. As in any good restaurant, you get what you pay for.

Dining Room/Cuisine

This score reflects the physical structure of dining rooms; window treatments; seating (alcoves and individual chairs, with or without armrests); lighting and ambience; table set-ups; the quality and condition of linen, china, and cutlery; and table centerpieces (flowers). It also reflects menus, food quality, presentation, food combinations, culinary creativity, variety, design concepts, appeal, taste, texture, palatability, freshness, color, balance, garnishes, and decorations; appetizers, soups, pastas, flambeaus, tableside cooking; fresh fruit and cakes; the wine list (and connoisseur wine list), price range, and wine service. Alternative dining venues are also checked for menu variety, food and service quality, decor, seating and noise levels.

Informal Dining/Buffets

This score reflects the hardware (including the provision of hot and cold display units, sneeze guards, “active” stations, tongs, ice containers and ladles, and serving utensils); buffet displays (which have become quite disappointing and institutionalized); presentation; trays and set-ups; correct food temperatures; food labeling; breakfast, luncheon, deck buffets, midnight buffets, and late-night snacks; decorative elements such as ice carvings; and staff attitude, service, and communication skills.

Quality of Ingredients

This score reflects the overall quality of ingredients used, including consistency and portion size; grades of meat, fish, and fowl; and the price paid by the cruise line for its food product per passenger per day. It is the quality of ingredients that most dictates the eventual presentation and quality of the finished product as well as its taste. Also included is the quality of tea and coffee (better quality ships are expected to provide more palatable tea and coffee).

Tea/Coffee/Bar Snacks

This score reflects the quality and variety of teas and coffees available (including afternoon teas/coffees and their presentation); whether mugs or cups and saucers are presented or available; whether milk is served in the correct open containers or in sealed packets; whether self-service or graciously served. The quality of such items as cakes, scones, and pastries, as well as bar/lounge snacks, hot and cold canapés, and hors d’oeuvres also forms part of this section.

Service

Dining Room

This score reflects the professionalism of the restaurant staff: the maître d’hotel, dining room managers, head section waiters, waiters and assistant waiters (busboys), and sommeliers and wine waiters. It includes place settings and correct service (serving, taking from the correct side), communication skills, attitude, flair, dress sense (uniform), and finesse. Waiters should note whether passengers are right- or left-handed and, aboard ships with assigned table places, make sure that the cutlery and glasses are placed on the side of preference. Cutlery and wine glasses are also included.

Bars

This score reflects the lighting and ambience; overall service in bars and lounges; seating, noise levels; communication skills (between bartenders and bar staff and passengers); staff attitude, personality, flair and finesse; correct use of glasses (and correct size of glasses); billing and attitude when presenting the bill (aboard those ships where a charge is made).

Cabins

This score reflects the cleaning and housekeeping staff, butlers (for penthouse and suite passengers), cabin stewards/stewardesses and their supervisory staff, attention to detail and cleanliness, in-cabin food service, linen and bathrobe changes, and language and communication skills.

Open Decks

This score reflects steward/stewardess service for beverages and food items around the open decks; service for placement and replacement of towels on deck lounge chairs, self-help towels, and emptying of used towel bins; general tidiness of all associated deck equipment; and the availability of service at nonstandard times (in the evening or early morning, for example).

Gratuities

In the Other Comments section at the end of each rating, all gratuities are usually at extra cost unless specifically included in the price. Likewise, insurance and port taxes are also at extra cost unless they are specifically stated as included.

Entertainment

Aboard specialist ships, such as those offering expedition cruises, or tall ships, where entertainment is not a feature, it is the lecture program that forms this portion of the evaluations.

The score reflects the overall entertainment program and content as designed and targeted to specific passenger demographics. The entertainment has to appeal to passengers of widely varying ages and types. Included is the physical plant (stage/ bandstand) of the main showlounge; technical support, lighting, follow spotlight operation and set/ backdrop design; sound and light systems (including laser shows); recorded click-tracks and all special effects; variety and quality of large-scale production shows (including story, plot, content, cohesion, creativeness of costumes, relevancy, quality, choreography, and vocal content); cabaret; variety shows; game shows, singers; visual acts; bands and solo musicians.

The Cruise Experience

Activities Program

This score reflects the variety, quality, and quantity of daytime activities and events. It includes the cruise director and staff (their visibility, availability, ability, and professionalism), sports programs, participation games, special interest programs, port and shopping lecturers, and mind-enrichment lecturers. This score also reflects the extent and quality of any water sports equipment carried), instruction programs, overall staff supervision, the marina or side-retractable water sports platforms, and any enclosed swimming area.

Movies/Television Programming

This score reflects movies screened in onboard theaters, including screen, picture and sound quality; videos screened on the in-cabin system; other televised programming, including a ship’s own tele­vision station programming; content; and entertainment value. Cabin TV audio channels are included.

Hospitality Standard

This score reflects the level of hospitality of the crew and their attention to detail and personal satisfaction. It includes the professionalism of senior officers, middle management, supervisors, cruise staff, and general crew; social contact, appearance, and dress codes or uniforms; atmosphere and ambience; motivation; communication skills (most important); the general ambience and the attention to detail.

Overall Product Delivery

This score reflects the quality of the overall cruise as a vacation experience – what the brochure states and promises (real or implied), which reflects on the level of expectation versus the onboard product delivery of hospitality and services received.

Notes On The Rating Results

Cruise ship evaluations and ratings have become much more complex. Although a ship may be the newest, with all the latest high-tech facilities possible, it is the onboard food and service that often disappoints, as well as standing in lines and signing up for activities.

Cruise companies say that food quality is a trade-off against lower prices. However, this attitude only results in a downward spiral that affects food quality as well as service, quality of personnel, crew training, safety, maintenance, and other related items.

Cruise companies hope that passengers won’t notice cuts in food quality and employing cheaper crew members. However, in the final analysis, it is the little things that add to points lost on the great scorecard.

The ratings are intended to help the cruise companies evaluate their product, listen to their income-generating passengers, and return some of the items and the finesse missing in the overall cruise experience, while adjusting fares to better reflect long-term growth of this good value-for-money vacation.

See menu (at left) for more valuable info from the Berlitz Guide available on Seasite.com.

		Berlitz 2010 Complete Guide to Cruising & Cruise Ships

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Berlitz Ocean Cruising & Cruise Ships 2009 by Douglas Ward © Apa Publications 2008-2009 www.berlitzpublishing.com

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