Kreuzfahrt versus Ferienhotellerie

Veröffentlicht Kurt Steindl

Gerade eben sind wir von einer Mittelmeerkreuzfahrt zurück. Eine Woche an Bord und (fast) jeden Abend in einer anderen sehenswerten Stadt. Das macht den besonderen Reiz einer Kreuzfahrt aus. Während es früher astronomisch teuer war, sich auf eine Seereise zu begeben, kann man mittlerweile zu erschwinglichen Preisen die Küsten erforschen. Deshalb boomt diese Art des Reisens auch derartig.

Natürlich erwartet man auch heute noch eine erstklassige Verpflegung und ein exzellente Dienstleistungen. Ein Hauch von Exklusivität und Noblesse darf dabei nicht fehlen. Also buchten wir eine Kabine. Wir wollten die Reise aus der Sicht eines Hoteltesters bestreiten und herausfinden, was auf den Schiffen anders läuft als in guten Häusern an Land. Warum die schwimmenden Hotels einen derartigen Zustrom verzeichnen, dass sie bereits Monate im Voraus ausgebucht sind.

Die Vorinformationen, die wir nach der Buchung erhielten könnten emotionaler und vor allem informativer sein. Also bereits ein Optimierungspotenzial entdeckt. Das machen gute Hotels in den deutschsprachigen Ländern besser. Mit emotionalen Vorabmails wird die Vorfreude auf den Aufenthalt in der Ferienhotellerie spürbarer gesteigert. Die Informationen, die uns zugeschickt wurden, waren sehr sachlich und bestanden vornehmlich aus Zahlen, Daten und Fakten. Unsere Erwartungshaltung wurde dadurch etwas reduziert, was ja auch ganz gewollt sein konnte. Schließlich bedeutet Qualität aus der Sicht des Gastes, dass seine Erwartungen erfüllt werden. Wenn die Latte etwas tiefer liegt, ist es leichter sie zu überwinden.

Um Sie nicht mit einem Reisebericht zu langweiligen, gehe ich gleich auf die essentiellen Punkte ein und vergebe Punkte für die Seereise und die Ferienhotellerie:

Raumangebot
Das Schiff war eng und schaukelte bei Seegang. Da ist die Ferienhotellerie deutlich im Vorteil.

Dienstleistung
Der Service war eher distanziert und die Mitarbeiter nur selten serviceorientiert. Auch hier ein deutlicher Pluspunkt für die Kollegen an Land.

Arbeitsfreude
Der Großteil der Mitarbeiter verrichtete lediglich seine Arbeit und will mit Gästen nichts zu tun haben. Es war tatsächlich eher die Ausnahme, dass man gegrüßt oder freundlich angelächelt wird. Wieder ein dickes Plus für die Hotels in den Ferienregionen.

Gästeorientierung 
Man versuchte mit allen erdenklichen Mitteln auch noch den letzten Cent aus dem Gast herauszupressen. Pay-Tv, bezahlter Eintritt ins Bordkino, Spielautomaten, Casino-Tische, Getränkepakete, zu deren Kauf man regelrecht genötigt wird, Fotografen, die einen ständig ablichten, damit man dann die Fotos kauft, permanente Hinweise, den Bordfilm “Meine Kreuzfahrt” zu kaufen, Falschmeldungen über angebliche Streiks, um Landausflüge zu buchen und vieles mehr. Man bekommt tatsächlich das Gefühl, dass der Passagier auf diesem Schiff lediglich als ein wandelnder Euroschein angesehen wird. Sehr deutliches Plus für die Ferienhotels.

Organisation
der Landausflüge bzw. der Aktivitäten waren immer mit (zum Teil längeren) Wartezeiten verbunden, die schließlich zermürbend sind. Könnten besser organisiert sein. Klarer Vorteil für die kleinen Hotels an Land, die Ausflüge und ähnliche Angebote anbieten.

Lärm und Störungen
Jugendliche an Bord, die in den Kabinen “vorglühen”, um gegen Mitternacht die Disco bereits mit Hochgefühl zu stürmen. Die gibt es auch in der Ferienhotellerie aber da würden die Betreiber wohl einschreiten, wenn es ausufert. Ein halbes Plus für die Ferienhotellerie.

Die Speisenauswahl
begann sich bereits am dritten Tag in Teilbereichen zu wiederholen. Das Frühstücksangebot war an allen Tagen auf das Nötigste reduziert und genormt. Keine Abwechslung. Dickes Plus für die Hotels an Land.

Essen
Die Qualität der Speisen war befriedigend. Es machte satt. Wirkliche Höhepunkte fanden nicht statt. Auch hier sind die Hotels ganz klar im Vorteil.

Das Weinangebot
war überschaubar und Massenware. Wohin der Punkt geht, braucht nicht extra erwähnt zu werden.

Bar
Die Cocktails waren ausnahmslos mit crashed ice derart verwässert, dass sogar eine Pina Colada langweilig schmeckte. Und wieder ein Daumen hoch für die Ferienhotellerie.

Freizeit
Der ewige Kampf um die Liegen fand auf dem Schiff genauso statt, wie an Land. Zwar gab man die Information aus, dass die Handtücher zum Reservieren der Liegen von den Mitarbeitern entfernt werden würden. Dies konnte aber in keinem einzigen Fall beobachtet werden. Ein Unentschieden.

Zwischenergebnis: Bislang klare Vorteile für die Ferienhotellerie.

Wie das Endergebnis aussieht, erfahren Sie im nächsten Blog.

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