‘Exceptional at Sea’ has been Crystal’s slogan since its 2023 relaunch, and it’s a brave one. In this competitive ultra-luxury cruise market, such bold self-promotion will inevitably be subject to scrutiny.

Fortunately, Crystal is ready to prove itself to clients new and old, and also to agents.

With this in mind, the cruise line hosted a TTG Luxury Journey for six agents, who travelled from across the UK to board Crystal Symphony in Barcelona and enjoy a five-day sailing that took in Toulon and Cannes, ending in glamorous Monte Carlo.

And the goal was simple: immerse the agents in the realm of Crystal, equipping them to return home with the confidence to sell the product. And the immersion started from the moment they stepped onboard; with ‘welcome home’ being Crystal’s interpretation of ‘welcome onboard’, it’s hardly a surprise that accommodation matches the mantra by being cosy and familiar.

Acclaimed Italian architect Adriana Granato oversaw the vision for this modern version of Crystal, with the 312 suites and guestrooms luxurious yet inviting: think plush carpets with gold leaf patterns, bespoke bed linens and marble surfaces.

The agents each enjoyed a Sapphire Veranda Suite, the third largest of the ship’s eight accommodation categories. At 430 square feet, these recently redesigned apartments have a living area with a sofa and dining table, a walk-in wardrobe and a sprawling private balcony.

Lisa Glennon of Kier Woodward Travel hailed her suite as “spacious and beautiful”, while Michelle Hoffman of Eagle Travel, Bedford, called hers “sumptuous, light and airy”.

The agents also welcomed novel amenities such as the Oberwerk binoculars (the ultimate sailaway accessory) and the pillow menu, which offered a choice of four different options.

If that wasn’t enough to enhance their suite experience, agents also loved their in-suite daily afternoon canapes – perfect for enjoying on the peaceful veranda. The bathrooms also received high praise, with Di Rhodes of Travel Counsellors describing her rainforest shower as “the best I’ve ever had on a cruise”.

All guests staying in suite accommodation are allocated a personal butler, who can assist with everything from unpacking luggage to delivering a pair of scissors. Complimentary laundry is another perk of Sapphire Veranda life; guests are entitled to one bag for every 10 days, as well as dry-cleaning of up to five items.

The included high-speed internet was also welcomed by Darrell James of Darrell James Travel, who says: “It enables guests to stay connected and share their experiences without the added cost, making it a great value proposition.”

The agents also toured the Junior Suites and the Junior Penthouse Suite, the latter of which boasts a large dining area and built-in bar that’s perfect for entertaining. “We were really lucky to see these, especially as I think they are most likely to be appealing for our clients,” says Zoe Dodd, specialist sales consultant at Azure Collection.

A culinary adventure

For Crystal, food isn’t a side character – it is the protagonist of the story. The cruise brand prides itself on culinary excellence, with both Symphony and sister ship Serenity offering world-class gastronomy across nine dining options.

Italian cuisine takes centre stage at Osteria d’Ovidio, now overseen by the talented Alajmo brothers – Massimiliano, who was the youngest chef in the world to achieve three Michelin stars, and Raffaele, culinary expert and maitre des lieux of the Alajmo group.

Osteria d’Ovidio’s menu offers rich dishes such as tagliolini al fumo (smoked pasta with bacon), costoletta alla milanese (breaded veal with arugula and tomatoes) and gran gelato al pistachio (pistachio gelato with toppings).

“Personally, my favourite was Osteria d’Ovidio, where the menu offering was short, which is reflected in the quality and presentation,” says Hoffman. This sentiment was echoed by Dodd, who felt like she was in “in the heart of Italy” during the meal.

Also new for Crystal is Beefbar by Riccardo Giraudi, which Crystal introduced last year. It was another highly-commended restaurant, with the agents praising its well-rounded menu of ‘beef, reef and leaf’ options.

Designed for sharing, dishes include international ‘street food’ options such as bao buns and quesadillas, as well as ‘comfort foods’ like steak and frites and veggie bolognese.

“I loved Beefbar and the concept of sharing starters,” Glennon adds. “I was lucky to eat a few times there and I enjoyed it every time.” Meanwhile Rhodes was happy to discover that Beefbar was open during lunch hours too, offering a more specialised alternative to the main dining room, Waterside.

Crystal’s heritage in attracting globally renowned chefs and dining concepts started with Umi Uma, the only Nobu at sea, with a menu created by the legendary chef Nobu Matsuhisa.

An absolute must for sushi lovers, Umi Uma offers the same dishes you’d expect from his land-based branches – and the agents didn’t hold back with their orders, tucking into a feast of Japanese-Peruvian inspired plates such as grilled Chilean sea bass, Wagyu fillet steak and of course, an assortment of sushi and sashimi.

For more casual fare, The Trident Grill is open daily for burgers, salads and snacks, while The Marketplace offers a series of live food prep and cooking stations to serve up international breakfast favourites and lunch offerings.

James praised this airy spot for its “wide variety of delicious offerings”, adding: “It caters to different tastes and dietary preferences. The convenience and quality made it a great way to start the day.”

Sweet-toothed agents also found their way to Scoops, a dessert counter serving gelato by ice cream artisans Badiani and for any guests feeling too cosy to leave their stateroom, they can also order from the 24/7 room service menu.

Life onboard

On Crystal, guests are made to feel at home from the minute they step onboard. Everyone receives a warm welcome with a glass of bubbly on embarkation day, before dropping off any additional bags to be delivered to their room or suite.

Guests staying in suites – as the agents did – are greeted by their butler upon arrival, who introduces themselves and gives a tour of guests’ new residence for the duration of the cruise.

The royal treatment spans across the ship, with all of the agents hailing VIP service as Crystal’s strongest USP. The brand is known for having a guest-to-staff ratio of nearly 1:1, which it says allows for more personalised and attentive hospitality.

And agents agreed on this, with Jackie Steadman of TravelTime World noting how “nothing was too much trouble” when making requests, and Hoffman adding how “the entire staff onboard made the experience very special.”

As for the culture onboard, many of the agents said they were pleasantly surprised by the ship’s “relaxing” ambience. “The atmosphere was welcoming and not at all stuffy,” points out Glennon.

Crystal Symphony’s wide range of wellness offerings also received high praise from the agents. Situated on Deck 11, the Seahorse Pool is five metres long and avid swimmer Hoffman described its heated saltwater as “a dream”, made all the more special by the “lack of crowds”. 

A number of the agents also sampled the AuroraSpa, which includes 10 treatment rooms and an extensive spa menu.

Guests have the choice of treatments there, such as aromatic stone massages, cleansing salt scrubs and facials with LED light therapy, as well as ‘medi spa’ treatments such as micro-needling and derma filler.

There’s also a sauna and steamroom, neither of which require a booking, and a 24/7 fitness centre, where clients can have personal training sessions as well as body composition analyses. Outside, guests will find a promenade deck for running circuits, a paddle tennis and pickleball court, golf driving nets and a putting green.

The things to do don’t stop there however: entertainment onboard Crystal Symphony is also varied, featuring everything from live music to comedy gigs. A highlight of the cruise for Glennon was the Motown night, which saw guests head to Jade nightclub for an evening of drinks and dancing to 60s and 70s hits.

Some agents also popped along to the Elton John tribute show, starring C.J. Martin as the ‘Rocketman’ alongside an electric troupe of dancers. Other agents noted the talented pianist and singer at the “intimate” Avenue Saloon, who also took song requests, and the grand decor of Starlight Club, which hosted cabaret and dance performances.

Ashore thing

With its ships docking in more than 280 ports around the world, Crystal ensures itineraries allow guests to maximise their time in every destination.

Our sailing included two overnight port stays – in Barcelona and Monte Carlo – giving customers (and the agents) more opportunity to explore ashore. The trip also included an excursion in Cannes to visit Chateau de Saint Martin, one of the oldest wine estates in Provence.

After watching a video about the property’s Roman history, the agents headed to the rustic Carriage Room for an educational wine tasting and French-style buffet lunch, with the afternoon culminating in a friendly game of petanque, one of the region’s most famous past times, and a return trip along the scenic Cote d’Azur.

Knowing well that wrenching yourself away from a ship like Symphony is never going to be easy, agents highlighted how Crystal at least ensures disembarkation is as stress-free as possible.

Rhodes noted the calm nature of disembarkation, adding how she appreciated not hearing “tags and colours being called out, like on other ultra-luxury ships, and no stewards banging on the door at 8am to get you out of the cabin!”.

Speaking about the value of a TTG Luxury Journey, Luke Smith, vice president for trade sales UK & EMEA at Crystal, says: “It is vitally important for me that agents get to see, touch, taste and smell the ship – to actually experience it as their customers would. There is no substitute for that. What sets us aside is our entertainment, food, and the partnership we have with A&K Travel Group, which allows us to now offer pre- and post-sailing stays.”

The agents returned inspired to share their Crystal experience, with many already envisioning the type of client to whom they will sell the brand.

“I believe Crystal Symphony is more suited to couples rather than families,” says James. “The elegant atmosphere, fine dining options, and intimate settings appeal primarily to couples seeking a romantic getaway or a sophisticated holiday experience.”

Meanwhile, Hoffman says she’ll recommend Crystal to clients looking for “genuine, unpretentious luxury”, while Glennon says she feels the brand is ideal for “more mature couples”.

Steadman adds travellers with mobility issues may benefit from Crystal’s high staff-to-guest ratio and its butler service, and finally Azure's Dodd concludes its relaxed atmosphere offers a refreshing alternative to the more formal ultra-luxury cruise lines.

In the end, however, it wasn’t the grand ship or swanky port stops that had the agents swooning – it was the exceptionally kind people.

All of the agents hailed the hospitality of the crew, who – regardless of rank – seemed naturally predisposed to anticipating and meeting guests’ every need. In the words of Hoffman, “If it’s impeccable, unprompted service you truly value, Crystal has got this so very right!”