Empire Cruises — Local services in New York

I first booked a boat with Empire Cruises back in April for a July date, and paid a reservation fee. At that time they were quite prompt. The sales person told me that 2 weeks before my date, I had to get back to them with the final head count and menu.

I called them in June - and the person was very surprised... she answered "Hi - how can I help you...." I told them I was trying to confirm headcount and menu. They had forgotten the menu was not confirmed. I asked when the next payment was due. They mentioned that it had been due start of June actually (no one had sent anything).

They sent me then an invoice for the remaining balance- with no itemized receipt. I paid that (at the time I was also not informed that for using my credit card, a transaction fee would be applied)

Right after, another invoice came. I called to understand what this was for because I had just paid a sizeable amount. I spent 40 min with the sales person to work through the pricing, head count new numbers again. She mentioned they split the costs to make it easier and there was still a delta and she would send an invoice for the last amount. This invoice came through and then shortly thereafter, another one came... again.

So I called back again - "I thought this was going to be the last invoice. I got two again. Why is that?" Could not get a hold of the sales person. Days leading up to my event - she finally called back saying her colleague would help me. Spoke with her colleague, asked for an itemized receipt so I could do the math myself. Once I received it - I saw that the amount on the receipt, the amounts I had paid already, and the amounts they were still billing me - did not add up.

So I called and explained - and they realized they had overbilled me and they needed to fix it. They also explained that some of the amounts did not match because of the credit card transaction fee - which was never explained before.

Given how expensive this boat is, it's ridiculous how disorganized this process was, how terrible they tracked their customers payments, choices, dates, invoices and preferences.

I would have expected a much more professional experience. Not having to request the receipts and ledgers and check the company's math.

That being said, once on the boat - the staff was very accommodating. There was one instance at the start where they had miscounted my guests and made a very rude aggressive comment that "they dont like being surprised by extra guests." Once we recounted the head count - we were actually 3 people short from the original total and he calmed down. The Bar tender was great - very engaging to everyone. The food - we did the lunch option, this was kind of subpar... but overall I think people enjoyed the boat.

UPDATE- Even after all the invoice issues from before- I am STILL receiving invoices (2 months later) that I have open amounts for empire cruise even though I paid the remaining amount in full - day of, in cash. And I had to coordinate with their billing department 4 or 5 times to correct that. How can one company be so...

I WILL START BY SAYING THAT THE 60TH BIRTHDAY SURPRISE PARTY FOR MY HUSBAND WAS A SUSCCESS !!! I CHARTERED THE COSMO PARTY BOAT .FROM THE START ARIS SALE AGENT WAS AMAZING SUPER ATTENTIVE CARING AND DILIGENT.THERE WAS NO PHONE CALL THAT SHE DIDNT TAKE FROM ME OR GOT BACK TO ME.SHE WAS VERY SHARP AND INTELLIGENT AS TO ACCPMODATING ALL MY WISHES NEEDS AND DEMANDS FOR THE EVENT.RONY AND ALEK EVENTHOUGH I MISSED TO UNDERSTAND MY CONTRACT FULLY THEY HELP ME WITH MAKING THE NECESSARY ARRANGEMENTS NEEDED TO CORRECT MY MISTAKE IN A VERY LAST MINUTE ACCOMODATING AND POSITIVE MANNER. I AM BEYOND SATISFIED WITH THE RESULTS OF MY PARTY.THE ATTENTION TO DETAIL THE GENEROSITY OF THEIR CARE FROM KENNY THE CAPTAIN AT THE TIME TO THE BAR TENDER AND WAITERS WAS AMZING. WHAT AN EXPERIENCE MY HUSBAND SAID HE HAD!!! IT BROUGHT TEARS TO HIS EYE. i HAVE TO SAY IF YOU WANT A DIFFERENT OUT OF THE ORDINARY TYPE OF EVENT HAVE IT WITH EMPIRE CRUISE LINE YPU WONT REGRET IT. PLEASE MAKE SURE TO UNDERSTAND YOUR CONTRACT FULLY.MAKE SURE THAT YOU HAVE AVIISION FOR YOUR PARTY AND MAKE SURE TO KNOW EXCTLY WHAT IT ENTAILS TO MAKE THAT IDEA COME TRU. THE CRUISE LINE DOSENT PROVIDE MUCH WHEN IT COMES TO THE MATERIALS NEEDED TO REALIZE YOUR THEME OR VISION FOR THE PARTY.

THE ITALIAN BUFFET I PICKED NOT ONLY SERVED ABOVE AND BEYONG THE AMOUNT OF GUESS I HAD AND ENABLE THEM TO HAVE SECONDS .IT WAS DELICIOUS AND LET ME TELL YOU MOST OF THE GUESS WERE ITALINS FROM THE MAIN LAND. THE OPEN BAR WAS A HIT AMONG THE GUEST.THE SERVICE AND TRAINING OF THE STAFF TAKING CARE AND CONDUCTING THE EVENT ON POINT. ONE THING I HAVE TO SAY THEY SHOULD HAVE THE OPTION TO INCLUUDE UNLIMITED CHAMPAGNE THROUGH THE EVENTAT THEIR OPEN BAR. AS SOME GUEST LIKE MYSELF ONLY DRINKS THE BUBBLY!!

BUT WHAT THEY PROVIDE IS THE UNQUESTIONABLE SUPPORT AND GUIDANCE TO MAKE YOUR DREAM EVENT COME TRUE.

EMPIRE PROVIDED OF COURSE THE EXPERINCE OF SOMETHING NEW AND MAGICAL TO YOUR EXPERIENCE WHICH IS THE NAVIGATION THROUGH THE MANHATTAN BAY WHICH IT HAPPENS TO BE EXQUISITE!!! WHAT ELSE CAN YOU...

We took the 4th of July Harbor Lights cruise yesterday. This is the 3rd time on an empire cruise, twice the experience was decent but I wouldn't recommend this particular cruise to anyone. Boarding was scheduled at 5, we boarded closer to 6 standing in the heat with very little if any by staff. Finally we board, no one greets the guest, many people walked to the top deck only to realize the bottom 2 decks were where the seat community style benches were located. We grab our seats then make for the line at the bar. I order drinks and was told my options were limited to a handful of brands because we didn't purchase a gold package despite the "premium open bar" they advertised. I informed the bartender I'd like to purchase my preferred beverage and was told I couldn't. It is now 6:40 we're still docked and we noticed a rush of people making their way to the buffet line. No announcements were made so we're not sure how they knew but we followed suit and grabbed dinner, which was pretty good. Afterwards we made way to the top deck to prepare for the rest of the evening. There was limited seating so most people were standing at this point until random people started bringing chairs from downstairs. So everyone is now responsible for grabbing their own seats if they'd like to sit. Security had to turn the speakers up after an hour or so upstairs as no one could hear the music the DJ was playing. Finally the time comesto watch the fireworks, everyone is excited, except they anchor the cruise in a position where the top of the boat blocks your view. Unless you're staff and a VIP who had access to the front of the boat with an unimpeded view. Security was cool, we met some cool people, the music and food were good, when we can hear it upstairs, but they can certainly improve on their...