Swan Hellenic Recenzje 140

We were very fortunate to join the Swan Hellenic expedition to the Falkland Islands, South Georgia Island, and the Antarctic peninsula aboard the SH Diana. This was our second expedition with Swan Hellenic, having previously explored Greenland and the Northwest passage aboard the SH Vega. Both Diana and Vega are only about two years old and are in beautiful condition. Both are equipped with state-of-the-art navigation and communications systems, as well as efficient propulsion systems including thrusters for maneuvering, and stabilizers. SH Diana is slightly larger with room for 192 guests while SH Vega tops out at 152. Our suites on both ships were extremely well appointed and we had our own balcony on SH Diana. Both ships offer plenty of amenities including a spa, salon, exercise room, pool, hot tub, and guest laundry which was very much appreciated during our seventeen-day voyage.

SH Diana’s crew and staff are skilled, friendly and very experienced. Our captain had over 30 years’ experience at sea commanding all manner of vessels. Our Expedition Team, led by Nicki and Assistant Expedition Leader Richard, was absolutely brilliant and brought tremendous skills and talents to the voyage. Additionally, the team, together with a few guest speakers, provided many interesting lectures in areas such as geology, volcanology, marine biology and animal behavior and shared fascinating personal stories about their background, training and experiences. Our itinerary necessarily included a number of sea days but with the talent pool aboard, there were plenty of learning opportunities and we never had any dull moments.

I would be remiss if I failed to mention the hospitality side of the crew. The hotel staff, restaurant staff and bar staff are absolutely professional and the service is top notch and very one on one. The Executive Chef and his staff prepared simply wonderful meals including a marvelous selection of beef, pork, chicken, seafood and vegan/vegetarian entrees, along with a wide variety of side dishes, soups, salads, and of course, desserts. In the evening, entertainment was provided by an on-board pianist, and on this voyage, we had a small tango troupe who performed a couple different acts on different evenings. There were two Karaoke nights and a “Two Truths and a Lie” game performed by members of the Expedition Team that was great fun.

While visiting Antarctica was our primary objective and a “Bucket List” item, our visit to the Falkland Islands (or Islas Malvinas if you are from Argentina) was an unexpected delight, as was South Georgia Island. Both offer magnificent scenery, peaceful natural harbors and inlets teaming with wildlife, and occasionally dramatic ice sculptures created by Mother Nature. Both the Falklands and South Georgia are sparsely populated with about 3600 and 1000 people respectively, although South Georgia’s diminishes during their winter month. We were able to visit a couple whaling and sealing stations, fortunately abandoned about 60-70 years ago, and it was quite eye opening to see the magnitude of these operations. If I recall correctly, one of the whaling stations “processed” on the order of 177,000 whales. We were very glad that we were able to visit both the Falklands and South Georgia. Few ships go there but they are fascinating destinations in their own right and certainly worth your time.

Antarctica itself almost defies description with its jagged mountains, glaciers, mammoth icebergs, and rugged coastline. It is an absolutely magnificent place to visit and one of those places that you must see to believe. We were fortunate to see whales, seals, penguins and other sea birds in their natural environment, along with more natural ice sculptures. It should be noted that all of the places we visited on our voyage have strict protocols in place with regard to the maximum number of people permitted on shore, together with environmental procedures to preclude contamination. Swan Hellenic has the necessary procedures, training and equipment in place to adhere to these requirements and allow their expedition members to visit.

In closing, we would certainly recommend a Swan Hellenic expedition to anyone who is interested in really experiencing these regions. Swan Hellenic’s tag line is “See What Others Don’t” and they are absolutely correct. This is not a cruise where you sail by and wave, it is truly an unforgettable boots on the ground experience.

We took an Antarctic expedition trip with Swan Hellenic and it was nothing short of brilliant. From the moment we were met by the representative from the company in the hotel in Buenos Aires, to when we left the trip, there was not one aspect of this experience that we could fault. A beautifully appointed ship, five star meals, spacious staterooms, friendly, informative expedition team members and ship's officers, helpful staff, great experiences, etc.

Pretty much everything was just amazing about this experience. Fantastic expedition team and crew. Wonderful facilities on the ship and unforgettable expeditions in Antarctica. We went to some incredible sightings with beautiful scenery and a wide range of wildlife.

We had an excellent stay on board the SH Diana. The cabin was well equipped, even with an artificial fire. The expedition team and the lecturers were excellent with their scientifically based presentations. All the excursions went without any problems and were very well thought out and chosen. The ship offers an extremely large amount of space for guests to spend time outside their cabins. The staff, mostly from the Philippines, were well trained and extremely friendly and courteous. We have rarely been so well served in our lives. It is particularly worth mentioning that there are no plastic bottles, everyone was given a thermos flask so that they could draw their own drinking water. The expedition jackets were very high quality with an inner jacket that you can put on separately. The waterproof rucksack is also of high quality. A seasickness tablet is provided free of charge.
Unfortunately the food was not to our satisfaction.

We had an excellent stay on board the SH Diana. The cabin was well equipped, even with an artificial fire. The expedition team and the lecturers were excellent with their scientifically based presentations. All the excursions went without any problems and were very well thought out and chosen. The ship offers an extremely large amount of space for guests to spend time outside their cabins. The staff, mostly from the Philippines, were well trained and extremely friendly and courteous. We have rarely been so well served in our lives. It is particularly worth mentioning that there are no plastic bottles, everyone was given a thermos flask so that they could draw their own drinking water. The expedition jackets were very high quality with an inner jacket that you can put on separately. The waterproof rucksack is also of high quality. A seasickness tablet is provided free of charge. Only the food was not very comfortable. The food had too little taste, too little seasoning, despite being of good quality

I highly recommend Swan Hellenic! Every single aspect of my cruise was outstanding. The food was fantastic and the ship is awesome. The crew supported my every need in an excellent manner. The expedition team ensured my excursions exceeded my expectations! Awesome experience!

On board the wonderful ship SH Vega with all its amenities and the very professional and incredibly friendly people. No matter in which area. From the captain to the expedition guides, from the service staff to housekeeping. 100 out of 100 points! The food in the restaurant and also in the Club Lounge was always a feast. Really outstanding. The entire organisation was perfect and ran smoothly. Every shore excursion was an experience. The lectures were always interesting and captivating. I can't find one tiny little thing to criticise.

My experience aboard the SH Diana for an Antarctic cruise with Swan Hellenic has been nothing short of extraordinary. From the moment I stepped onto the ship, it was clear that I was embarking on a journey that would exceed every expectation.

Exceptional Crew and Service

The crew aboard SH Diana is truly remarkable. They are not only incredibly nice and helpful but genuinely inspiring and deeply interested in the guests. By the second day, most of the crew knew my name, creating an intimate and personal atmosphere that is rare to find. Their dedication to ensuring every guest feels valued and cared for is unmatched.

Flawless Organization and Enrichment

Everything on this cruise is meticulously organized, making the journey seamless and stress-free. The lectures by the onboard experts are fascinating and engaging, adding a rich educational dimension to the trip. There is never a dull moment, as the team ensures there is always something exciting to do or learn. The balance between adventure and relaxation is perfect.

Exquisite Dining and Luxurious Surroundings

The food and drinks are of the highest quality, with every meal a delightful culinary experience. The SH Diana itself is a brand-new, stylish vessel that combines modern elegance with ultimate comfort. Every area of the ship is spotlessly clean, reflecting a high standard of care and attention.

Impeccable Excursions and Planning

The shore excursions are exceptionally well-organized, with every detail carefully planned for maximum comfort and enjoyment. Backup plans are always in place, ensuring that no matter the conditions, guests experience the best Antarctica has to offer. The team’s ability to adapt to changing circumstances is commendable.

A Life-Changing Experience

An Antarctic cruise is truly a once-in-a-lifetime journey, and Swan Hellenic elevates it into something transformational. The untouched beauty of the landscapes, the close encounters with wildlife, and the sheer remoteness of the destination create a profound sense of awe and wonder. It’s impossible not to feel deeply connected to nature and inspired to protect this fragile part of the planet.

The experience also brings a sense of mental clarity and rejuvenation. The serenity of the polar environment allows you to disconnect from the noise of everyday life, creating space for reflection and peace. The memories of icebergs, seals, penguins, and breathtaking sunsets are etched into my mind forever.

Final Thoughts

I genuinely cannot think of anything Swan Hellenic could do better. Every aspect of the cruise—from the inspiring crew and world-class amenities to the educational enrichment and thoughtful organization—has been executed to perfection. This journey not only exceeded my expectations but also left a lasting impact on my soul.

I wholeheartedly recommend the SH Diana and Swan Hellenic to anyone considering an Antarctic adventure. It’s a life-changing voyage that combines luxury, learning, and the wonder of one of the most remote places on Earth.

The cruise was great. The meeting and transfer to the ship were very well organized. The ship and cabin are very comfortable. We had a cabin on deck 6 with a balcony. Cleaning and responsiveness of the staff at height. Robinson at the reception, special thanks to him for his attention and help with the parka.
The team is just super. Vyacheslav, Toby, Gennady and many others are all beautiful, I did not remember all the names unfortunately!!! Well, Antarctica itself does not need reviews and comments. It was incredible. The only negative is that the cruise of 11 days is too short. Advice for everyone - take more days. Waiters in restaurants are also great. The only thing we didn't really like was the menu dinners. Sometimes it was not very tasty and strange combinations of products, especially strange salads. The buffet was more suitable for us.

My experience was amazing. I could enjoy with tranquility, comfort and safety this unique destination. Cabin always organized and clean, common areas too. Delicious foods with spices from various places in the world.
When leaving the ship to explore The Frozen Continent, I always had support from a qualified team making the adventure even more interesting.

great company! highly recommend

All the staff - from captain down - seem to be well looked after and content, as well as very well trained. This shines through in an attitude of friendliness and opennnes and a willingness to do their best for you an all circumstances.

Just back from the most wonderful Antartica Expedition on board the SH Diana. The expedition leader Brandon is an extraordinary host, who set a fascinating itinerary of zodiac cruises and wet landings, all within the notorious ever changing Antartica weather. Truly a trip of a lifetime, made extra special by the gloriously attentive staff, Haroy, Shagra, Amir, Roselle, Jan, Robinson and Emilio on the nightly entertainment. Antartica expeditions can be dangerous, so it is essential to go with professionals, and I have to say we were with the best, in terms of care and preparation, at every stage of our cruise. The staterooms are fantastic, and the food the best we've experienced on a cruise ship, and I say this with experience of Cunard, Celebrity, Princess, Carnival & P&O. Just wonderful..

Don't waste your money use a different company.
We chose to cruise the Seychelles with Swan Hellenic, SH Dianna, as it was a 5* ship, unfortunately the experience was not 5* and the customer service from Swan Hellenic is absolutely shocking. They have a 'couldn't care less' attitude if anything goes wrong their standard response if 'they will feed it back' which has been happening all year and any offer of compensation is a $500 cruise credit! This is appalling considering the cost of their cruises. As for the strap line 'see what others don't' well quite frankly that is a joke. On the days we could go ashore it was to the tourist places and beaches. The free wifi did not work and the cost was $25 per day and you had to buy for the whole duration. There were 6 sunbeds for the 159 passengers, there were many sunbeds stored on the star gazing deck but the crew refused to set them out. The state rooms were fantastic but some were subject to noise, however they didn't want to move people to different rooms, although they were happy to let them sleep in a different room! The service at the bars were terrible, with staff not knowing how to make cocktails. There were 2 good waiters in the restaurant Rey and Filbert other than that the service was terrible. WE have been trying to liaise with SH to resolve issues but the have offered a non negotiable $500 cruise credit and are not interested in anything further.

I sailed with Swan Hellenic in October 2024 on their Heart of the Seychelles cruise. There were many problems but I decided to hold off posting an immediate review in order to give SH the opportunity to address these issues. After a couple of communications from their Global Head of Guest Relations, which were basically cut & paste responses, paragraphs that didn’t relate to anything I had mentioned, and even statements that were obviously meant for someone else, I realised that the company has no care for their customers once they have travelled and won't take responsibility for the failures that I had to endure.

Apparently it was the first time SH had operated this itinerary and as a result the cruise felt like a training exercise, with staff learning on the job and passengers their unwilling guinea pigs.

ITINERARY/EXCURSIONS : This was the biggest disappointment, and ultimately where the cruise failed. It felt like it was being planned ‘on the hoof’. There was a nightly briefing about the following days excursions but these never went to plan which resulted in a vast amount of our holiday time hanging around waiting for updated announcements. Promised highlights were cancelled and when we did get ashore the trips were frustratingly limited and poorly executed. There was so much misinformation I cannot list it all here.

ONBOARD EXPERIENCE : This was an Indian Ocean cruise therefore I would have expected adequate sun loungers and shade. There were 6 loungers and the only 2 parasols were over these loungers. It was impossible to get anywhere near these as they were always reserved. Despite repeated requests for more loungers to be put out, they never materialised.

Entertainment was virtually non-existent. The same pianist every night with a very limited playlist. This was the only place to go after dinner so most people went straight to bed.

The ‘included’ wifi was a joke and only allowed you to access whatsapp messages. For a normal wifi service there was an additional charge of $225 per device ($25 per day for duration of cruise).

SERVICE : Whilst the staff were mainly friendly and tried to be helpful, the majority appeared undertrained. Many were new to the cruise line and lacked the professional standards expected of a premium cruise. Guest relations didn’t exist so whenever we had issues on board there was no clear point of contact for addressing concerns. When we had issues with noise in our stateroom and asked to move cabin we were advised we could go to reception when we were ready for bed and they would let us into an alternative cabin to sleep, but we couldn’t move there – only sleep!

FOOD & DRINK : The bar on the outside deck was often left unmanned. There was a drinks menu but many of the items listed were unavailable. Ordering a cocktail was lucky dip – You never knew what you would get as every server seemed to prepare them differently. Cocktails in the Observation Lounge were served in plastic glasses. The wine served was below the standard I would expect on this type of cruise.

WILDLIFE & EXPEDITION ELEMENTS : Highlight moments like a whale shark sighting went unannounced to passengers. On another occasion the on board expert recommended moving to deeper water for potential whale & dolphin viewings but this was ignored. I would have expected these to be key aspects of expedition cruising.

DISEMBARKATION : On our 2nd day we were presented with disembarkation information. Essentially we needed to sign up for an Island tour at $189pp or a Hotel Day pass at $110pp We had been informed prior to travel that we could stay on the ship until our airport transfer. When I queried with staff they were very unhelpful. It was only after I contacted our travel agent that this issue was resolved.

POST CRUISE EXPERIENCE : This was an expensive cruise that failed to deliver the ‘5 star premium boutique cruise experience.’

All of the above and much more has been fed back to Swan Hellenic. To date I have received 2 letters neither of which have addressed the majority of issues, and both of which have paragraphs that don't relate to anything I mentioned. They are clearly cutting & pasting responses from other people's letters without checking the content which I find deeply insulting. There are repeated comments about feeding back all information, however I wasn't on a 'market research cruise' I paid full price for a product that didn't deliver

Looking at previous reviews of this cruise line it appears that they operate successfully in the Polar regions, however they need to make significant improvements in their planning of new itineraries. It is unjustifiable to test them out on full paying passengers as they did in this case.

An offer of a future cruise credit which equates to approx 8.5% off the same cruise in 2025 is beyond derisory

After a wonderful ‘first cruise’ experience with Seabourn this year, we were looking forward to cruising from Peru to Panama in April with Swan Hellenic. In fact we built an entire 7-week itinerary around it.

But after accepting my deposit. confirming my booking and giving me a few months to plan (numerous flights to hard to reach destinations), SH just cancelled my confirmed cruise because they received a better offer from someone who wants to charter the entire ship. Now, instead of the trip of a lifetime I was promised by SH, they’ve left me with a hole to fill with something to make up time on a trip that’s now lacking its star element.

I know it’s a business but to be so obviously all about the money and not guest satisfaction is a bit concerning for a group that claims to be a luxury cruise line. How could I trust SH again??? Think I’ll go back to Seabourn.

Dear Kim,

The only option SH has given me is a small discount on a future booking. I don't see how that helps me with all of the money for flights and accommodation I have already booked AFTER I received written confirmation of my deposit with SH.

Given this, I fail to see how you've demonstrated that Swan Hellenic values guest relations when you've prioritised a new booking (dollars) over existing bookings which were already confirmed. But having now read reviews on social media, I see this is not an isolated incident.

12 night Iceland/Greenland cruise in August 24 with SH Vega, via a Travelzoo/Destinology deal.
Discussed around booking about the opportunity to see polar bears, which I felt had been marketed & was a main reason for travelling -& it seemed a lot of other travellers had the same hopes. It was thought that this would be possible, although became immediately apparent once on board we would not -we had a lecture to dispel our hopes , as this was in fact not the case and a sighting highly unlikely-.

I felt misled…but fortunately the cruise around Greenland took in the most beautiful awe inspiring scenery which made the trip very worthwhile.
One saw beautiful fjords, glaciers and icebergs. A definite trip to do for nature enthusiasts!

Embarkation of the ship was smooth, although Swan Hellanic let themselves badly down with logistics. They promise warm coats, waterproof rucksacks and water bottles to use and take home, as well as a welcome bottle of champagne in your cabin on arrival.
Unfortunately most of these promises were hollow, not to mention very inconvenient.
The low stock of coats meant I had to use a one two sizes to big, -I was advised if you need to exchange the size chosen there is stock, & the rucksack and insulated bottle were missing, as was the champagne. We were told they had supply problems!
Had travellers been informed prior to travelling, own arrangements could have been made. As it was some had no suitable bag to carry cameras etc in a safe manner during the cruise.
The champagne eventually was delivered to those who made a fuss, the rucksacks and water bottle to be sent home if we left our name and address.
Hence, nothing heard for two months, and on chasing this up I have been advised that they are now unwilling to send them out and instead offered an non negotiable $100 voucher against a future cruise or on board credit!
This is not an acceptable level of customer service expecting you to re book a cruise costing thousands in order to be recompensed for items contracted in a previous booking!
A poor reflection of customer care & value!
Such a shame coming from a luxury cruise company where cruises cost several thousands of pounds.
The luxury ship, delightful committed staff and itinerary provided an enjoyable trip, the staff on board working extremely hard to ensure guests enjoyment.
The company needs to support their hard work and keep customer service standards high.
-The CEO of the company was on board this cruise, surely if these problems were unavoidable, they could have been handled better, & overseen by him!
As it is, this response by SH does not unfortunately engender trust or indeed loyalty to the brand.
-Of note:
Swan Hellenics global head of guest relations provided the afor resolution, & assures in agreement with the CEO.

VERY DISAPPOINTING
The advertising and details of the trip looked good, but it appears to have been written by a marketing person in a remote office somewhere, and nobody checked if what they were promising was actually possible or could be delivered. And it wasn’t. Most timings were wrong, trips had delayed departures just about every day except for the two days when they were cancelled. Every day lots of reasons/excuses given but many difficult to believe.

First the Positives
Serving staff generally very good but when ordering drinks had long delays in being served up to 20 minutes at times.
Food generally good but certainly nothing special, and the wine was ‘£7 a bottle in the supermarket’ level, very average.

Now some of the Negatives. I could give you pages of problems but here are just a few examples -

Embarkation –Timings were wrong, couldn’t book in for 2 hours Not a great start.
Disembarkation was much worse, Chaotic. Our itinerary showed leave the ship at 4pm. But Swan Hellenic said out of your cabin by 8am, off the ship by 9am, later changed to 1pm but with no use of facilities onboard. Fortunately, after a lot of hard work by another guest things got sorted out as best they could in the circumstances.

Free wi-fi advertised, even on the rolling advert screen on the ship. Reality was ‘free wi-fi’ was $25 a day and you had to pay for the whole cruise, so for $250 for the trip. Not my idea of free wi-fi.

On the sundeck, 6 sunbeds for 160 guests. We were told by the staff they couldn’t put any more out, but up on the top stargazing deck there were dozens of sunbeds, but all packed away in storage racks.

Tenders – in the advertising - New feature on SH Diana “onboard tender boats to take guests passengers ashore in addition to, and in greater comfort than, the customary expedition Zodiacs.”
Reality was the tenders were never used. They tried twice to launch the tenders, both abandoned so back to using the zodiacs and with the usual delays.

Visit to the Botanic gardens on day 2 walk through the start of the gardens. Visit the toilets then back again to the bus so didn’t see the majority of the gardens. Very disappointing.

Curieuse day 3 Split into groups for the walk, our leader kept looking down at her phone then we realised she looking at google earth to try to find the way. Then told we had to wait for the next group because ‘their leader had the key to the doctor’s house’ Waited 20 minutes so they could overtake us, but when we arrived at the Doctor’s house it was closed for renovation. Not a very believable excuse.

Praslin Valle de Mai day 5 delayed start as usual. When we arrived packed with people, lots of other groups, so very difficult to hear what the guide was saying or stop and look at anything. 20 minutes or so walk along the main access path, then back to the shop at the entrance and out to the bus.

Island visit Grand Soeur didn’t happen, cancelled
Island visit Aride didn’t happen, cancelled

La Digue Tour of the island. Advertised as ‘a tour of the island’ followed by a visit to the Union Estate. Reality was we drove from the jetty to the nearby Union Estate. We asked where was the tour of the island? Told by the tour operator and Swan Hellenic it was the drive from the jetty to Union Estate.

So a memorable holiday, unfortunately mostly for the wrong reasons.
Overpromised and underdelivered.
After nearly 2 weeks a reply from Swan Hellenic with many of the questions not answered, just ignored.

My first cruise and probably my last.

13/11/24 Hello Kim, thank you for taking the time to reply my post on Trustpilot within hours of me posting it. Thanks also for your comment ‘we will ensure all aspects of your feedback is investigated and actioned.’ Very reassuring. After waiting since 24 October for a reply to all my complaints it is a relief that you will be dealing with it. As our booking agent helpfully pointed out ‘Yes, as per ABTA guidelines we work to a 28 day turnaround with all complaints. My email sent to you on the 24th October to acknowledge your complaint, confirmed a reply will be provided within 28 days which is the standard process and allows both ourselves and our suppliers sufficient time to respond.’ So I hope to have the matter resolved by 21/11/24, not long to wait.
Warm Regards Martin

We had a fabulous trip. Obviously there’s no controlling the weather and it was choppy several days and getting on and off the Zodiacs was a little challenging.

Food was very good and all staff exceptional.

Only negative was the entertainment. The pianist was good but sadly no atmosphere in the lounge.

great
5 stars