SILVERSEA UPGRADE FAQ

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Last Update October 17, 2024

Introducting Silversea Upgrade In a few simple steps, your clients can now have the opportunity to bid to upgrade their suite. Silversea Upgrade – our new bid-based program – invites your clients to upgrade their accommodations ahead of their voyage. As they approach their sailing, your clients may receive email communication regarding this opportunity, along with instructions, and can action themselves accordingly. If your client is granted an upgrade, they should reach out to you to complete their payment.

Your commission will be adjusted accordingly, as is standard, and you will receive an ammended invoice for your client’s voyage.

How does Silversea Upgrade works? It’s easy!

Guests browse the suite options available on their voyage and submit a bid. Making offers on multiple suites will increase their chances of getting upgraded, but they’ll only ever pay for one upgrade.

If the offer is accepted, guests will receive a confirmation email with instructions to complete the Offer payment within a specified duration of time. If the offer is not accepted, guests pay nothing and enjoy the stateroom they’ve already booked.

Please note that any submitted bids through the Silversea Upgrade program are priced per suite, for the full length of the guests voyage.

For more information please contact your Silversea Representative

Frequently asked questions Q. Why is a guest offered an upgrade into a sold out category?

A: The suite category guests are bidding on may not be available today, but we keep their bid in the event a suite becomes available, or there is a cancellation.

Q. Can guests chose the location or specific features of the Silversea Upgrade suite? Are guests bidding on current inventory or possible future inventory?

A: The suite location and attributes will depend on availability when ready to be assigned. Upgraded suite number, location, deck, suite and washroom layout, side of the ship (starboard or portside) cannot be chosen. Silversea cannot guarantee a specific suite location or specific features within the upgraded category, so guests may potentially receive a suite with different features (i.e. specific bathroom accommodations such as bathtub or walk in shower) or the upgraded suite may be on a lower deck.

Q. Can guests upgrade their accessible stateroom with Silversea Upgrade?

A: Guests who are booked in an accessible room may receive an invitation to bid on upgrades. However, they will only be upgraded if an accessible room in the bid category becomes available. If guests change their reservation to a non-accessible room, they will be eligible for non-accessible rooms as is standard.

Q. When will guests know if their Silversea Upgrade offer was accepted?

A: The offer can be accepted any time from the moment it is submitted up until one day prior to voyage departure.

Q. What happens with the Silversea Upgrade if guests cancel their booking?

A: Once a Silversea Upgrade offer is accepted, the upgrade amount paid is final and non-refundable, even in the event of a booking cancellation.

Q. What happens with the promotions guests already have if they are upgraded through Silversea Upgrade?

A: They will keep the promotions they already have based on the suite category originally booked. However, no additional promotions will be added to their reservation. For example, if they booked a promotion that included shipboard credit, and they get a suite upgrade, they will still keep the promotional value of the original suite – the original shipboard credit amount. The promotion will not upgrade or increase with the Silversea Upgrade.

Q. How do Silversea Upgrade offers work if guests are part of a group or traveling with another reservation?

A: Offers are reviewed individually, so it is likely the guests will be split if traveling next to another reservation. We cannot guarantee both suites will be upgraded; should both suites be upgraded, we cannot guarantee they will be close together or on the same deck.

Q. Can guests modify or cancel their Silversea Upgrade offer after having submitted it?

A: Guests may modify or cancel their offer up until two days prior to departure, provided that their offer has not already been placed in “Pending” or “Accepted” status by Silversea and provided they have not already completed payment for the upgraded suite.

Frequently asked questions (CONTINUED) Q. How do guests know if they are eligible for the Silversea Upgrade program?

A: To find out if a guest is eligible for the Silversea Upgrade program, click here and enter the guests Last Name and Booking number. If eligible, the guest will be able to submit bids for their upcoming voyage.

Q. If a guest Silversea Upgrade offer is accepted, will Venetian Society benefits change based on the upgraded suite category?

A: No. Accepted offers will enjoy any loyalty benefits at the original suite category purchased, and not the category of the upgraded suite. The terms and conditions of the original cruise booking will remain in effect following the acceptance of an offer, including Venetian Society terms and conditions.

Q. Why did a guest or someone travelling with this guest didn’t receive an invite to bid a Silversea Upgrade?

A: Only the main guest on the booking (Guest 1) has the chance to receive the Silversea Upgrade invite. To receive an email invitation to bid on a suite upgrade, the Guest 1 email must be on file for the relevant booking and the guest email must be opted-in to Silversea Marketing e-mails. To opt-in, to receive Silversea emails guests can sign up on our website or opt-in through the Guest Information Form process.

Q. Is the Silversea Upgrade offer amount per person per day or for the entire duration of the cruise?

A: The Silversea Upgrade offer amount is per suite for the entire duration of the cruise.

Q. If guests are having two reservations, can they bid only once through Silversea Upgrade and if accepted, cancel the second reservation and move guests into the upgraded suite?

A: At the time of a Silversea Upgrade, both bookings would be in penalty. Guests cannot cancel one of the reservations without being penalized. If they have two suites that they want upgraded, they will need to submit two separate bids, one for each suite, which will be considered independently.

Silversea cannot guarantee that both suites will be upgraded. If only one suite is upgraded, guests cannot be moved from the non-upgraded suite to the upgraded suite.

Q. Can guests reject the Silversea Upgrade offer after it is accepted?

A: Guests may modify or cancel their offer up until two days prior to departure, provided that the offer has not already been placed in “Pending” or “Accepted” status by Silversea and provided that they have not completed payment. Once the bid is accepted and the payment processed, the upgrade amount paid is final and non-refundable.

Q. Does the Silversea Upgrade include any additional promotions? Can guests apply their Future Cruise Credit on Silversea Upgrades?

A: The Silversea Upgrade program does not include any additional promotions and is not combinable with Future Cruise Credit. However, guests get to keep whichever promotions they already have.

Q. Can a travel advisor submit a bid on a guests behalf?

A: No, all bids must be submitted by the guest on the booking.

Q. As a travel agent, how and when do I get a notification about my guests bid?

A: The travel agent is not getting a copy/notification of the guests bid. However, once an offer is accepted, guests are prompted to reach out to their travel professional to finalize payment with their preferred credit card within 72 hours.

Q. Will travel agents be awarded commission for an upgraded suite?

A: Yes, Travel Advisors are entitled commission adjustments.