Brittany Ferries - a grumble

[SmithsInFrance]

Sailed on the Mont St Michel Caen-Portsmouth a few weeks back and TBH if a hotel offered a shower room in this condition I would refuse to stay there. Admittedly the cabin was free because we are Club members, but we pay quite a bit more to travel Brittany Ferries than DFDS and starting to wonder if it is worth it.

I emailed the photos to Brittany Ferries and said that whilst I recognise they have short turn-round times, surely they could have a rolling programme of more thorough cleaning. Their response:
We would expect the cleaning crew to have cleaned and replenished the cabins prior to passenger embarkation, so I apologise that this was not the case for you on your crossing. I would suggest this was a one off incident and not a regular occurence.
Cabins are periodically given a deep clean for all our ships. We would always advise passengers to report any problems to the staff at the information desk on board, so they have the opportunity to resolve these issues for you at the time. They would have offered to relocate your cabin or sent someone to rectifiy the problem.
I am sorry for the incovenience caused to you, but hope we can welcome you on board again in the future.

Hmm. This was well encrusted grime and the shower hose was in a really sorry state. I'm actually not a complainer normally, but I do end up complaining fairly regularly about the cabins and it doesn't seem to have any effect - eg when the toilet was full of urine and would not flush (not much of a clean done that time!); shower curtain with thick orange mould on the bottom and dark stains splattered over (don't even want to think what they were from); ventilation set on freezing cold.

Does anyone else have a similar experience or am I being picky (if I am, please tell me nicely as I'm a bit of a softie)

 

[DavidG58]

I would have been doing my moaning on board in the hope they had a better room to move to rather than putting up with it

Hopefully that room was due a deep clean as you got off

edit - we sail from Hull on Saturday, hoping for better than you got

 

[Jim]

Looks like someone used that shower every day for 17 years , well that's how old that ship is. Though I remember that it was in for refit not long ago but maybe the showers weren't included

 

[SmithsInFrance]

I would have been doing my moaning on board in the hope they had a better room to move to rather than putting up with it

They do sometimes move us but they faff around first getting someone to take a look etc etc. We did get moved quite quickly after the toilet episode, but then I think they got the message I was quite angry...

 

[Augusta08]

I wouldn't want to eat my diner off it, but I don't think it's too bad, seen plenty worse in not so cheap hotels. I'm not suggesting that we should tolerate poor service /conditions, however I think you should:
1. Moan to staff on Board
2. Not moan on social media.

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[carolyn]

Hadn’t better invite you to my house, our bathroom is over 24 years old and in a very hard water area so looking rather shabby. Our 4 1/2 year old motorhome is pristine though!

 

[SmithsInFrance]

Oops, I'm not saying our house is pristine either - just that it's different when it's someone else's grime...

 

[sallylillian]

You need to go on Grimaldi lines in the Med, then you will see BF as 5*?

 

[Mikey RV]

I believe if you are paying for something you want it right. But saying that unless you went in that bathroom the day after a refit it is not going to be pristine. Nothing wrong with a tired bathroom as long as it’s clean, that’s all you can expect. To put it in context I am nearly sixty years old, a bit rough around the edges, not pristine but still loverly.

 

[tonyidle]

Send your photos to BF in response to their email. You might suggest a thorough cleaning hasn't been carried out in recent history.

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[pelican]

Sailed on the Mont St Michel Caen-Portsmouth a few weeks back and TBH if a hotel offered a shower room in this condition I would refuse to stay there. Admittedly the cabin was free because we are Club members, but we pay quite a bit more to travel Brittany Ferries than DFDS and starting to wonder if it is worth it.

I emailed the photos to Brittany Ferries and said that whilst I recognise they have short turn-round times, surely they could have a rolling programme of more thorough cleaning. Their response:
We would expect the cleaning crew to have cleaned and replenished the cabins prior to passenger embarkation, so I apologise that this was not the case for you on your crossing. I would suggest this was a one off incident and not a regular occurence.
Cabins are periodically given a deep clean for all our ships. We would always advise passengers to report any problems to the staff at the information desk on board, so they have the opportunity to resolve these issues for you at the time. They would have offered to relocate your cabin or sent someone to rectifiy the problem.
I am sorry for the incovenience caused to you, but hope we can welcome you on board again in the future.

Hmm. This was well encrusted grime and the shower hose was in a really sorry state. I'm actually not a complainer normally, but I do end up complaining fairly regularly about the cabins and it doesn't seem to have any effect - eg when the toilet was full of urine and would not flush (not much of a clean done that time!); shower curtain with thick orange mould on the bottom and dark stains splattered over (don't even want to think what they were from); ventilation set on freezing cold.

Does anyone else have a similar experience or am I being picky (if I am, please tell me nicely as I'm a bit of a softie)
Cant understand why you need a cabin on such a short crossing___ man up!

 

[pelican]

Sailed on the Mont St Michel Caen-Portsmouth a few weeks back and TBH if a hotel offered a shower room in this condition I would refuse to stay there. Admittedly the cabin was free because we are Club members, but we pay quite a bit more to travel Brittany Ferries than DFDS and starting to wonder if it is worth it.

I emailed the photos to Brittany Ferries and said that whilst I recognise they have short turn-round times, surely they could have a rolling programme of more thorough cleaning. Their response:
We would expect the cleaning crew to have cleaned and replenished the cabins prior to passenger embarkation, so I apologise that this was not the case for you on your crossing. I would suggest this was a one off incident and not a regular occurence.
Cabins are periodically given a deep clean for all our ships. We would always advise passengers to report any problems to the staff at the information desk on board, so they have the opportunity to resolve these issues for you at the time. They would have offered to relocate your cabin or sent someone to rectifiy the problem.
I am sorry for the incovenience caused to you, but hope we can welcome you on board again in the future.

Hmm. This was well encrusted grime and the shower hose was in a really sorry state. I'm actually not a complainer normally, but I do end up complaining fairly regularly about the cabins and it doesn't seem to have any effect - eg when the toilet was full of urine and would not flush (not much of a clean done that time!); shower curtain with thick orange mould on the bottom and dark stains splattered over (don't even want to think what they were from); ventilation set on freezing cold.

Does anyone else have a similar experience or am I being picky (if I am, please tell me nicely as I'm a bit of a softie)

DFDS Dont do that route

 

[wiljoy]

One of my customer's operated four cattle trucks and they are cleaner than that.
Give us your money and slum it should be Brittany ferries slogan.

 

[SmithsInFrance]

Send your photos to BF in response to their email. You might suggest a thorough cleaning hasn't been carried out in recent history.

I did send them the photos but got the response quoted in my original post. They aren't really . bothered, yet the telephone staff are always fantastic I've found (and I always thank them). Different sides of the business I suppose.

 

[SmithsInFrance]

We have quite a long journey both sides of the Channel, so always grab the chance for a meal, shower and a good snooze to revive us. You're right, we should man up but it's Mrs SmithsInFrance posting - I'll get dear OH to man up though

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[GAVLAD]

I’m really surprised at their response.
To start with, you say you are a ‘Club Member’ - so much for getting the VIP treatment.
As a club member, Brittany Ferries should recognise that you are more than a valued customer and should appease you with a gesture of goodwill discount off your next booking - just for the fact that you are upset and feeling the need to complain.
Secondly, I think that your complaint is legitimate- regardless of their turn around time.
If they can’t clean the facilities in that time, they shouldn’t be available.
Some may put up with it and say they’ve seen worse but why would you want to put up with it and why should you?
Personally, I’d reply back and say you are disappointed with their response and that it doesn’t meet your expectations and subject to that reply, I’d then vote with your feet. (Or in this case your Motorhome and booking with someone else on a different route).

I know it’s a different route but compared with P&O out of Hull, which for us was a similar price crossing to a Brittany Ferries route crossing and similar crossing length, there’s no comparison for onboard services with P&O being miles better. Just a shame that they don’t do a south coast to Normandy/Brittany route.
Going back to BF, what you’ve posted on here isn’t doing them any favours PR wise and you could do with reminding them of that.

 

[SmithsInFrance]

Thanks GAVLAD you've summed up really well. I didn't think their response was satisfactory, it's not the first time (not that I'm a habitual complainer ) and that's why I posted on here - to see what others thought and/or had had the same problem. Right, better get my rubber gloves on and make sure my own bathroom is up to sparkling now

 

[Sundowners]

We’ve always been very happy with the cleanliness on the Brittany ferries we have been on and I am quite fussy. I would have complained and asked to be moved or it dealt with before I slept in that cabin. For the amount they charge I would expect better.

 

[SmithsInFrance]

OK, time to come clean (no pun intended ). Back in January 2016 I wrote to them about the shocking state of the shower curtains, thick with a big band of orange/brown mould on the bottom- looks unsightly, but worse is when the wet curtain clings to you when you have a hot shower urgh .
I had complained several times before and been moved (they had trouble finding a cabin with a clean curtain, sometimes changed it specially). This time - additional brown streaks tipped me over - it was so bad that I emailed and they came back with the standard quick turn-around response and offered me a voucher. I replied that that wasn't really a solution and sent them a link to a webpage about the health dangers of shower curtain mould.
Now I notice the shower curtains are much cleaner and it's evident they are changed regularly.

So this time, I thought I would mention it on here. Because of past experiences I've probably got a bit more uptight - I'm usually pretty laid back. But then you start thinking, if they think that level of hygiene is ok in a visible area, what's it like in the kitchens, wonder what the mattresses are like (I never check, just in case!) etc etc and therein madness lies!!! Where's the medication ....

 

[WESTY66]

I know it’s a different route but compared with P&O out of Hull, which for us was a similar price crossing to a Brittany Ferries route crossing and similar crossing length, there’s no comparison for onboard services with P&O being miles better.

GAVLAD I’ve sailed out of hull with P&O every year, sometimes twice a year since 2002 usually with the Harley. This year I’ve tried Stena Harwich-Hook of Holland due to the rising prices. My 7.4m Moho plus a trailer was £800+ return out of hull, Stena £362 return and the ship is a LOT better, the car decks are cleaner, the cabins are cleaner with TV inc web cam into the onboard kennels so you can see your pooch. The cabin showers are bigger and they have posh glass doors!! Only downside it’s a 4hr drive as opposed to the hour and a bit to get to Hull.

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[mikebeaches]

My son and his young family regularly travel on Brittany Ferries, but a few weeks ago they returned from the continent on an overnight crossing from the Hook of Holland to Harwich, on Stena Line.

He was stunned by how much better the accommodation onboard was compared to BF. Though he said catering was not quite up to the same standard in his opinion.

He said it was much better value too.

 

[Khizzie]

We’ve always been very happy with the cleanliness on the Brittany ferries we have been on and I am quite fussy. I would have complained and asked to be moved or it dealt with before I slept in that cabin. For the amount they charge I would expect better.

Like you I travel at least 6 times a year between Portsmouth and Ouistreham and vice versa, and normally on the Mont St Michel, never ever had any issues with the cleanliness of my cabin. But maybe I have been lucky.

 

[busby]

DFDS Dont do that route

They do Newhaven Dieppe though,,excellent route.BUSBY.

 

[mikebeaches]

Exactly a year ago, we sailed Plymouth to Santander on BF Pont Aven and paid more than an extra £300 for a so-called super-duper cabin with a small lounge area and outside private balcony. Given the price, we were slightly disappointed by the appointment of the cabin, particularly the state of the carpet by the door to the balcony, which was badly stained from what looked like long standing water damage over an area of 2-3 sq metres. Either the door was leaking badly, or the carpet just needed replacing (probably both, in fact).

We had done exactly the same journey in the same accommodation 4 years previously, and felt the accommodation had deteriorated, but increased significantly in price.

 

[busby]

OK, time to come clean (no pun intended ). Back in January 2016 I wrote to them about the shocking state of the shower curtains, thick with a big band of orange/brown mould on the bottom- looks unsightly, but worse is when the wet curtain clings to you when you have a hot shower urgh .
I had complained several times before and been moved (they had trouble finding a cabin with a clean curtain, sometimes changed it specially). This time - additional brown streaks tipped me over - it was so bad that I emailed and they came back with the standard quick turn-around response and offered me a voucher. I replied that that wasn't really a solution and sent them a link to a webpage about the health dangers of shower curtain mould.
Now I notice the shower curtains are much cleaner and it's evident they are changed regularly.

So this time, I thought I would mention it on here. Because of past experiences I've probably got a bit more uptight - I'm usually pretty laid back. But then you start thinking, if they think that level of hygiene is ok in a visible area, what's it like in the kitchens, wonder what the mattresses are like (I never check, just in case!) etc etc and therein madness lies!!! Where's the medication ....

I can remember a supposedly good hotel in Melton Mowbray having a refurb,,You should have seen the state of the mattress:s that they were loading in to a skip,,disgusting..BUSBY.

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[GAVLAD]

GAVLAD I’ve sailed out of hull with P&O every year, sometimes twice a year since 2002 usually with the Harley. This year I’ve tried Stena Harwich-Hook of Holland due to the rising prices. My 7.4m Moho plus a trailer was £800+ return out of hull, Stena £362 return and the ship is a LOT better, the car decks are cleaner, the cabins are cleaner with TV inc web cam into the onboard kennels so you can see your pooch. The cabin showers are bigger and they have posh glass doors!! Only downside it’s a 4hr drive as opposed to the hour and a bit to get to Hull.

Thanks WESTY66 I might consider this for future

 

[PeteH]

It`a always been a struggle to maintain working vessels, I could bore with hours of examples from my years as a M-N Engineer. Cleanliness is one of the most difficult, dozens of cabins to turn round in very short periods, Not helped by the fact that many companies (no Name`s No Pack drill). Pay barely a living wage to those who are employed to clean, many are not even seamen (Or women). But shore side workers who come on at docking and leave before sailing. That leaves the Ship Crew, who have been steadily reduced in size over time, to pick up and run with examples like we see posted. Newer vessels are not too bad, once the "teething issues" are out of the way!!!!, but as the ship ages, the management makes the choice between maintaining a service and Maintenance. And guess which losses!! every time. There is I accept no excuse for lazy and inefficient work practice of the kind seen here, however you are not dealing with a Hotel, in a fixed place. When something does go wrong, like this, the only option often is to close the accommodation. That is what I would have authorised in this instance. But then that was over 30 years ago!. When I would have had the authority to so do, from what I hear, times are very much changed and there are now even more tiers of "managers" all trying to construct their own little empires. We have a friend, who`s SIL is almost permanently contracted (he is a S/E plumber) overhauling repairing and refurbishing cabins and facilities on the P&O vessels out of Hull.

P.S. Passengers themselves, have to take some responsibility too. Getting rat-arsed and abusing facilities is an increasing problem!. Not making life for the Crew any easier.

 

[WESTY66]

Thanks WESTY66 I might consider this for future

Just for the Moho (7.4m) in June I paid £224 return, day crossings out and back but that inc cabins @ £27 each way? The Chunnel for same dates was £236 but I won’t use that if I can help it due to the bottleneck at the dartford Tunnel on way back, it’s a pia.

 

[Puddleduck]

The ensuite shower room on the truckers' ferry to Dublin was spotless. If they can do it ...........

 

[Chipster]

GAVLAD I’ve sailed out of hull with P&O every year, sometimes twice a year since 2002 usually with the Harley. This year I’ve tried Stena Harwich-Hook of Holland due to the rising prices. My 7.4m Moho plus a trailer was £800+ return out of hull, Stena £362 return and the ship is a LOT better, the car decks are cleaner, the cabins are cleaner with TV inc web cam into the onboard kennels so you can see your pooch. The cabin showers are bigger and they have posh glass doors!! Only downside it’s a 4hr drive as opposed to the hour and a bit to get to Hull.

Exactly as we’ve found on this trip. Went out of Harwich, sat here writing this at Europoort waiting to set off for Hull. Stena certainly seems a nicer , if smaller ship. Trouble is hull is far more convenient than Harwich so not sure I’ll do it again.

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