When & Why You Should Escalate an Issue

Escalation means moving your issue up the chain of command or to more senior levels when your initial complaint or request has not been satisfactorily resolved. Knowing when and why you should escalate helps ensure you do so effectively and with appropriate timing.

Situations Warranting Escalation

Repeated Poor Service or Unresolved Complaints

If you’ve already raised the issue (onboard or after the cruise) and the response has been slow, vague, or insufficient, escalation may be needed.

Major Disruption or Significant Loss

Problems involving safety, major itinerary changes, loss of property, significant financial cost or inconvenience.

Miscommunication or Broken Promises

If Silversea promised something (upgrade, services, excursion, optional benefit) and failed to deliver, and has not acted to remedy.

Lack of Response or Ignored Contact Attempts

If you’ve tried contacting Guest Services, Guest Experience, etc., multiple times and have received no or inadequate response.

Regulatory or Legal Concerns

If the issue involves potential violation of travel or consumer laws, unfair practices, or you believe your rights as a guest are being infringed.

Risks of Not Escalating Sooner

 Loss of Evidence or Memory Fading

Waiting too long means physical evidence (photos, damaged goods, recorded promises) may be lost, staff memories fade, making resolution harder.

 Missed Windows for Refunds or Credits

Some offers, or claim periods (for lost property, billing corrections, royalties, etc.), have deadlines.

Increasing Frustration and Stress

Delaying escalation often means longer wait times and greater frustration. The sooner you escalate, the sooner resolution is likely.

 Weaker Position

If you escalate only after letting a lot of time pass without complaining, your leverage may be reduced.

 Evidence and Preparation Before Escalation

To escalate successfully, you need a well‑prepared case. The clearer, more documented, more polite, and structured your case, the better your chances.

 Key Information to Have on Hand

Full Booking Details

Name(s), reservation/confirmation number, ship name, suite/cabin number, sailing dates, itinerary, etc.

Clear Description of the Problem

What happened, date and time, location (deck, restaurant, shore excursion etc.), personnel involved if known, what specifically failed or what expectation was not met.

Documentation

Photos, video, email correspondence, printed or digital receipt or invoice, messages with staff, forms, or any record of promise or agreement.

 Attempts to Resolve Already Made

Include what you reported, when, who you spoke with (names if possible), any case or reference number given, what responses you got.

Desired Outcome

Be specific—refund, credit, apology, compensation, correction of itinerary or services, etc.

Tone and Style

Be Polite, Courteous, and Respectful

Senior staff are more likely to respond positively if your tone is composed and factual.

 Avoid Threats Unless Appropriate

Express disappointment, but threatening legal action or public shaming should be reserved for very serious issues if other escalation fails.

Be Clear and Concise

Avoid rambling; stick to the facts in logical order.

Be Firm and Honest

Do not exaggerate, but be clear about how the issue affected you (financially, emotionally, schedule, etc.).

Escalation Path: Who to Contact, in What Order

This section describes the typical organizational structure for escalating an issue with Silversea Cruises, and the recommended order of contact. Use this path to move from frontline to more senior levels if needed.

Primary Contact Levels

Onboard Guest Services / Purser

If the issue happens during the cruise, immediately bring it to Guest Services. Ask for the Purser or Guest Relations desk. Document that you reported it.

 The Butlers / Suite Staff

If your suite has butler service, your butler can also help escalate onboard. They often have direct lines to management or Guest Relations.

Post‑Cruise / Shore Contact

Guest Experience / Post‑Cruise Feedback Department

Silversea has a department dedicated to feedback and complaints. This is your first shore‑based escalation step.

Venetian Society or Loyalty Programs

If you are a loyalty member, their team sometimes gives priority to resolving issues for members.

 Senior or Executive Level

If Guest Experience does not resolve the matter satisfactorily, these are the people or departments to reach next.

Regional or Area Directors

Depending on your region, Silversea will have geopolitical or regional heads who may be more responsive to escalated issues.

Managing Director for Americas (if your cruise was booked via US or the Americas)

These individuals oversee large segments of company business and can review escalated issues in detail. (For example, one such person is Mark Conroy for the Americas.) Elliott Report

 Chief Executive Officer or Global Management

If the issue remains unresolved after regional escalation, contact someone at the highest level (CEO or equivalent). In the case of Silversea, Roberto Martinoli is one executive name associated with high‑level oversight. Elliott Report

Practical Steps to Escalate

Here’s a detailed, step by step workflow you can follow to make your escalation effective.

1: Report and Escalate Onboard (if applicable)

 Make a Formal Report During the Cruise

Tell Guest Services, Purser desk in writing if possible, or ask them to log a formal incident. Document time, place, what was promised by whom.

Request Follow‑up During Cruise

If the matter is ongoing (e.g., faulty equipment, ongoing service issue), ask for updates rather than letting it linger.

 2: Send a Detailed Written Complaint After the Cruise

 Email Guest Experience Post‑Cruise

Use the post cruise contact (Guest Experience) with a clear subject including voyage code, booking number. Provide all evidence and your ideal resolution. Silversea Cruises

Follow‑Up Calls If No Response

If you don’t get acknowledgment in a reasonable time, call the regional contact or reservations support.

 3: Use Executive Contacts

Contact Regional Directors or Managing Director

Send a copy of your complaint to the regional director (if known) along with Guest Experience team. Be concise in highlighting the unresolved parts.

When Necessary, Contact CEO Level

If the issue is severe or has serious financial, safety, or service implications, escalate to CEO or senior management. Include all prior correspondence so they have context without needing to start from scratch. Elliott Report

4: Consider Public or Regulatory Escalation

Contact Consumer Protection Agencies

Depending on your country, there may be government or nonprofit consumer dispute resolution bodies for travel, cruise, maritime or tourism industries.

Use Social Media (Strategically)

Sometimes public posts (Facebook, X, Instagram) can prompt faster responses. But do this politely and with factual tone.

Seek Alternative Dispute Resolution

If terms and conditions allow, you could request mediation, arbitration, or legal claims—but only once you have exhausted internal escalation.

What to Expect After Escalation & Resolution Timeline

Having escalated, it helps to know what responses you are likely to receive, in what timeframes, and what realistic outcomes are.

Acknowledgment of Your Escalation

Receipt Confirmation

Typically you will receive an email or call confirming that your escalation is received and being reviewed.

Reference or Case Number

You should receive a case or file number to track the escalation.

 Investigation Process

Internal Review

Silversea will typically collect records (logs, staff reports, photos, guest feedback) to understand what happened.

Senior Staff May Be Involved

Depending on severity, regional or executive management will review the case.

Proposed Resolution

Remedies May Include Credits or Refunds

Depending on what failed, you might get onboard credit, partial refund, or complimentary services.

Apology or Explanation

Often along with the resolution, you’ll receive a formal apology or clarifying explanation of what went wrong.

 Timeframes

Initial Response

Often within a few business days, Guest Experience department should respond.

Medium Investigation

A more detailed review may take one to several weeks, especially in complex cases.

Final Decision

If escalated to senior or executive level, resolution or written reply may take longer but should conclude the case.

Tips to Make Your Escalation More Effective

Here are additional best practices to help your escalation succeed.

Be Organized

 Keep All Documentation in One Place

Have all emails, photos, receipts, correspondence etc. organized so you can quickly pull them up.

Clear Chronological Order

When writing, present your history in order: when the issue started, when you reported, what you were told, what remains unresolved.

 Be Reasonable in Your Requests

 Know What You Want

Ask for what is fair. Sometimes full refunds are not possible, but partial credit or apology might be.

Suggest Practical Solutions

Offer proposed resolution (credit, future cruise, refund) rather than demanding what may be beyond their policy.

 Maintain Polite Persistence

Follow Up Regularly

If no response, send reminders every few days or a week, referencing prior correspondence.

Escalate Gradually

Move from Guest Services → Guest Experience → Regional / Executive levels only after giving each a chance.

Use Multiple Channels if Needed

Email + Phone + Written Letter

Using more than one channel (email, phone, mail) ensures your complaint is seen by different teams.

 Use Loyalty or Profile Information

If you are a Venetian Society member, reference that—membership sometimes speeds attention. Silversea Cruises+1

Know Company Policies and Terms

 Review What Their Terms Say

Before escalating, be familiar with Silversea’s terms & conditions: cancellation, itinerary changes, responsibilities, etc.

Be Aware of Limitations

Some issues may be out of their control (weather, port delays, safety), so set realistic expectations.