Meet Our Destination Expert:
5 Revealing Questions
Omar Silingardi
Director of Food & Beverage Services
Number of Years with Princess:
420 months (35 years), half spent at sea.
Number of Countries Visited:
With all the years spent at sea, it would be easier for me to list the countries I’ve not visited.
Hometown:
Modena, Italy
A little about my job:
My daily task is to make sure that all of our passengers have a memorable dining experience while cruising on one of our beautiful ships.
What item is in your suitcase that you couldn’t travel without?
My passport, a suit, a tie, and of course photos of my family.
What’s your most treasured travel souvenir?
I have a collection of masks from all of my travels. I consider them some of my many treasures from all over the world.
What’s the most memorable dish you’ve eaten during your travels?
My hometown of Modena, Italy is situated in a particular “gastronomical” area where the food just happens to be incredible. I always enjoy the veal scaloppine with balsamic vinegar and traditional handmade tortellini when I visit. And, like my mask collection, I also collect balsamic vinegar. Every trip back home I manage to purchase some very old balsamic that I savor when I return to my current home in Los Angeles.
What’s your travel motto?
Bad decisions make interesting stories.
Where haven’t you been that’s on your travel bucket list?
To revisit all of the countries I’ve travelled but with my family this time.

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Thank you all for sharing your comments and valuable feedback with us.
In order to best assist you with customer service concerns and booking support, please call us at the Princess Cruises office that is closest to you:
1-800-Princess (US)
13 24 88 (Australia)
0843 374 4444 (UK)
I would like to comment on how disgusting the food and accomodations were on our last cruise. I will NEVER cruise with Princess ever again. While you speak of traveling, etc. Mr. Silingardi, why did you not take care of our trip and make it as memorable??
NEVER AGAIN!
Our goal is to provide our passengers with the best possible cruise experience and I sincerely apologize that you did not experience this during your cruise. We value passenger feedback and hope you email us so we can look into your concerns further: customerrelations@princesscruises.com
Well, we did get a letter from Princess Cruises.
They pretty much said tough luck!
That no refund of any sort was forth coming.
A $200 credit on out next cruise was all that was available.
So if I were to even think of going onto another Princess Cruise,
spending over $20,000 again, 1% was all my patronage is worth, not
to mention the “too bad” response to my gluten free diet.
Still not happy!
Maybe something could bring me back to cruise once again,
without a terrible taste in my mouth!
Let’s see what happens…..
No contact, just a letter, and not that sympathetic either!
- – -
Princess Cruises says… February 3, 2011 | 2:02pm
Hi Helena,
We are very sorry for the frustration that you felt during your cruise. We were able to locate your booking and found that you are currently working with our Customer Relations Department. We have shared your comments with them so they can re-address your concerns.
Dear Mr. Silingardi,
Thank you for your reply today to my last email. As well as the 2 Dawn Princess cruises I have booked for this Christmas / New Year, I have also booked a Sydney / NZ /Sydney cruise aboard Sea Princess departing 12th. November (next week) – such is my enjoyment of your product. For any who may be interested, I am copying my previous email here:
Dear Mr. Silingardi,
I am writing to you yet again, this time to express my wholehearted appreciation of the superb dining room food and service I am currently enjoying aboard Sun Princess. As you may recall, I have always sincerely praised these aspects of all my Princess cruises, they have all been excellent in this regard. However, aboard this cruise, the standard has become even higher. Maitre d’Hotel Luigi Pascale has been exemplary with his hospitality, doing such things as ensuring I am very happy with my table, arranging surprise Italian dishes (which I love) for me etc. I must also compliment his team of outstanding Restaurant Managers (Eduardo, Alessandro, Louis and Alex) for their cheerful and efficient service in accommodating my dining requests and the dining room and bar stewards for their attentive and cheerful service throughout.
Indeed, I am so happy with not only these vital aspects of my cruise but also this cruise in general that I applied to extend my booking from Hong Kong back to Brisbane but, alas, the inability of having my Chinese visa renewed in Hong Kong (being a weekend) has precluded this.
I am looking forward to another similarly wonderful experience aboard Dawn Princess this Christmas.
Could you please pass on my thanks and appreciation to Maitre d’Hotel Pascale, Executive Chef Sommerhalter and their teams.
With my thanks and best wishes,
Tim Noble
Sun Princess – A324
3rd September 2011
dear sir, I highly appreciate you kindness in taking time to talk with us from Crown. It’s an honor working with Princess Cruises. Hoping that I can comeback and working with you again. Thank you for assisting me while you on board at the Crown Princess. God Bless.
here is my email ad. ericthepogigomez@yahoo.com.
i worked with omar long ago in the princess,and i would like to say hi to you,please contact me .fulviodecol@hotmail.com
Omar,sono fulvio,il mio email e :fulviodecol@hotmail.com,aspetto tue notizie.ciao
dear Omar,i have been looking forward to contact you , i am a friend of you from many years,i hope you remember me. i would like to call you can you mail me your phone number ? thank ciao fulvio di venezia.
I had the pleasure of taking the 11 day land/sea holiday to Alaska. The four days on land, by rail and bus were interesting, but the accomodations were far less than expected and the food was awful. Folks are in large groups and are a captive crowd, so as delightful as the staff was, there was no options except for poorly prepared mostly frozen food right off the back of a Sysco truck I presume. Not a good first impression.
HOWEVER: THE SHIP, DIAMOND PRINCESS WAS DELIGHTFUL. VERY CLEAN, WELL ORGANIZED AND FOR THE MOST PART A GREAT STAFF. I was celebrating wth a group from all over the country who gathered together for this Alaska adventure. It was a holiday for me, which is rare. I travel for business more than for pleasure, and had never been on a cruise. I am a chef and a writer as well as the owner of a restaurant and wine shoppe in a NE resort. I expected amazing food and expert service. At the onset, this did not happen. The International Dining room lacked ‘professionalism’ and the food was good, but fell short in many ways. I did not expect frozen french fries, or frozen breaded shrimp, scallops, or calamari. I did not expect farm raised salad size shrimp to be called ‘shrimp cocktail’, nor did I expect canned fruit to be served.
Since this was my first cruise experience, I checked out all the venu’s. The burger and fries area, the pizza and the ice cream bar were all fine for the teens and others who would like such things available at all times, and the Horizon Buffet was, well just a buffet. Considering the ‘bell curve’ I guess the food offerings might satisfy the 60% of folks who don’t really savor fine food, but just want availability. I was not pleased.
What really set me off, the waiters in the International room sang an “OFF COLOR” ditty, instead of Happy Birthday, of Happy Anniversary, they used the words “Hope You Get Some Tonight”.. my table mates and I were appauled and insulted as were others who left the room on three occasions that we heard this song. That’s when I went to the ‘higher-ups”. EVERYTHING CHANGED..IMMEDIATLY..AND FOR THE BETTER !!
Thanks to Silvio, the most charming, professional and concerned Maitre d’Hotel, a complete 360 took place. Once I met him and expressed my concerns – I had begun taking notes and considered publishing a review – since that IS what I do – and I shared the experiences thus far with him. He listened and was appreciative to learn what was going on, and assured me change woud be immediate.
I, along with several friends changed to the Pacific Moon for dining, and received excelent care and far beter quality food. The menu is the same, however, the suos cefs must be different as there was a remarkable improvement. AND the service in the other venus was of the expected standard. I learned one thing, when dissatisfied, speak up right away, the staff really wants you to be pleased and will go all the way to correct an unsatisfactory situation !
I, and my friends, really enjoyed the remainder of the cruise. Silvio deserves all gold stars for his attention to detail and his sincerety. I honestly believe the staff who were doing a poor job needed a better supervisor; and no doubt that has been corrected. I reserve my comments to this site; and award KUDO’S where due. Thanks to the staff and the chef’s and sous chefs who showed me that they really could work magic after all. TG
Hi Taylor,
We apologize you had some disappointing experiences while onboard. Our goal is to offer exceptional cuisine made with the finest ingredients, and I sincerely apologize that you did not experience this during your cruise. We are happy to hear that Silvio was able to offer some assistance to you and that after his assistance you enjoyed the remainder of your cruise. We value passenger feedback and hope that you contact our Customer Relations Department (customerrelations@princesscruises.com) so that we may look into your concerns further.
i wish i could travel again with princess cruises like when i was a seventeen young boy working as bus boy on the pacific princess!
Have sailed with Princess once, before Anytime Dining was an option. My best friend and I are scheduled for med cruise in Oct. on the Star Princess. (Can’t wait!) Query: If we select Anytime Dining, do we have the same selection of menu items as the scheduled dining rooms, or are the meals offered there different? The dining room meals were fabulous on first cruise, but dining when we want would probably be a better fit for us.
Hi Joan,
We look forward to welcoming you onboard!
The same menus are offered for both dining options (Traditional Dining and Anytime Dining). Also, the same Dress Code guidelines apply for either Dining option.
Omar, I would like to ask why Princess charges such high prices (up to four times normal bottle shop prices-incl. taxes) for beverages at sea when we all know that they are duty free to purchase by you? Surely better prices would give Princess the same profit margin based on a greater turnover from more satisfied customers who would purchase more? Considering a long cruise this a BIG turn off.
Hi Ross,
Thank you for your feedback! We will make sure that your concerns are passed to the appropriate department.
Thanks for your standard reply. I’ve since heard that some cruise lines offer a substantial discount on anticipated beverage requirements if they are pre-ordered before the cruise departure. Does Princess offer this service?
Yes, we do have beverages and drink packages available to preorder. For more information please visit: http://www.princess.com/learn/onboard/gifts_services/cellars_culinarydelights/princess_cellars/index.jsp
Also, if you would like to read about our Alcohol Policy please visit:
http://www.princess.com/learn/faq_answer/onboard/experience.jsp
Thanks for your links which is why I made my original query, i.e. why are the beverage charges so high? The carry on alcohol restrictions indicate that Princess “own you lock, stock & barrel” from day 1. Finally, the Bon Voyage selection (in particular wines) does not cater for Australian tastes? I think Omar could do better.
To: Helena Griffiths … From Dr Les Willmore, a passenger currently onboard The Sea Princess, Jamaica, West Indies.
Dear Helena … I’ve just read your post on Omar Silingardi’s blog concerning gluten-free food provision with heartfelt sympathy and true concern. How awful for you to have cried so much on holiday. I know it’s no consolation to tell you that I too, needing a gluten-free diet, had a similar experience aboard The Sea Princess, cruising The Caribbean this time last year. The feeling of alienation that you describe was very real for me too! That . . . coupled with the frustration and unmitigated hassle involved at every meal-time, just added to the stress and upset, at a time when I was expecting a holiday of a lifetime. So … my heart goes out to you and your family in sympathy with your horrible experiences, for there is no better way to describe it, other than HORRIBLE!
Let me try to ease your angst against Princess Cruises in some small way by sharing my experience with you and any other prospective passenger with special dietary requirements who may be reading this. Also, I do hope that Omar Silingardi, Director of Food and Beverage Services for Princess Cruises, has the opportunity to read this and respond in a positive and productive way across the entire Princess Cruise Fleet.
So, here is a summary of my tale … initially of woe, but … ultimately of triumph!
10 months ago, I too had the same difficulty in communicating my dietary needs to the waiters and serving-area staff aboard the Sea Princess cruising in the Caribbean, so … perhaps because of my academic background … I chose to present my problems directly to the Purser responsible for Food and Beverage, Karen McIntosh early on in my cruise last year. Karen was a sheer delight in that she was understanding, sympathetic, yet totally realistic is explaining the limitations of what the ship could provide then. She made no promises, neither did she try to fob me off with platitudes or excuses. Clearly, I was in an small dietary minority and the good of the majority was taking precedence over my needs. This I did understand and in many ways, I had sympathy with it. However, she did immediately discuss my problem with the Maitre D’Hotel and Executive Chief and within a few days, the system did change to partially meet my requirements. However, it never really fully solved the problem.
That was last year. This year, aboard the same ship on a similar cruise, the situation is totally different. So much has changed. There’s an Onboard Services Dietary Coordinator now, Kelly Ashley, who sent me a letter beforehand, telling me about all the procedures and precautions in place to ensure that my dietary requirements were met. There’s a clear and welcoming invitation to meet-up with the Maitre d’Hotel once onboard to discuss any special meal preparations. And … it effectively and really works! Silvio, the Maitre D is an absolute delight … charming, sympathetic and fiercely passionate about the importance of meals onboard for everyone, including we ‘special people’, with special diets. This year I’ve still had one or two trivial problems, but in general, my food has been wonderful and the service absolutely fantastic.
Consequently, my advice to all is simply to go to the top as early as possible in your holiday. So again, this cruise, I met up with First Purser, Karen and Maitre D’Hotel, Silvio on the first day. Both were genuinely concerned about my well-being, with all the time in the world to listen, advise, help and ACT!
I’m convinced that by working together with those staff onboard, empowered with the responsibility to act, things get done. Anyone wishing to get in touch with me directly to find out more about how we, together, overcame the dietary challenges, please feel welcome to email me directly. Princess Cruises have the authority to pass on my email address to you. Happy sailing and … even happier ‘noshing’!
Hello Dr. Willmore,
Thank you for taking the time to comment. As you mentioned our Onboard Services Coordinator is able to assist passengers with dietary concerns prior to sailing by sending the ship the information they need to prepare for the various dietary requests that we receive, and passenger’s are always able to speak to the Head Waiter or the Maitre ‘D once onboard for additional assistance. We do strive to meet all passengers dietary needs when possible and apologize for any frustrations you have had during any of your past sailings.
Dear Omar , and my friends at Princess Cruises . There is no question that Marco Polo is one of the most interesting figures in history & travel , I argue that this is because travel is perhaps one on the best learning experiances one can have in life , not just about the places visited but also the people their culture and most importantly about yourself and your place in the world . This kind of travel fosters understanding and friendship among people of different races and religions , something that the world could use more of today ! My name is Francis O’Donnell , my colleague and I spent two years retracing the entire route of Marco Polo , from Venice to asia and back , 25,000 miles overland – without flying . We survived eight war zones , traversed 22 countries scaled mountians , crossed deserts and hacked our way through jungles , Via horsesback , camelback , hiking , biking , trains , trucks and jeeps -
But when it came to Crossing the Oceans of the World it so happens that we were guests of P&O containerships – which I understand used to be your principal owner !
We would love a chance to come aboard once again and share our experiances with your guests – Please view our Emmy nominated Doc. ” In the footsteps of Marco Polo ” at our PBS website wliw.org/marcopolo and be sure to glance at our companion book of the same name ! franc.is.marcopolo@gmail.com Thanks again
Hi Francis,
Thank you for your comments! To request to take part in our Guest Lecture Program please submit your bio, lecture topic information, video (if available), and all other pertinent materials to:
Princess Cruises, Enrichment Programs
24844 Avenue Rockefeller
Santa Clarita, CA 91355
Or email:
enrichmentprograms@princesscruises.com
29 Jan 2011 – Just got off the New Zealand Dawn Princess 13 day Cruise. I cried each day, there was no or little food that I could eat….no gluten free – no dairy free foods.
We faxed my food request, no gluten and no dairy. Talk about a challenge?! Faxed my Dr.’s letter to princess fax, got email confirmation. Ticked boxes on “My Princess”. Got on board – no information received…not able to have anything for me….
Even went down to tours desk, to confirm that train tour knows, when we went to go on train, no order was received, no soya, no lunch for me – wait, there was a gluten free cookie…..
When we sleep for 6 or seven hours, 2 hours entertainment and maybe a tour, most other times my kids are at the Buffet. I cried again, they had only one square of gluten free bread, everyday some square piece, but 7 rolls regular style. Salads looked lovely, but all 4 have “Cream Sauce”, asked for one without cream, not available.
Talked to front desk on day one, no change. Had to ask everytime for soya milk. 6 breakfast cereals only one gf but again I had to ask, another 6 minutes. Talked to Front Desk again, cried. Afternoon tea, nothing. Talked with Front Desk again, they said they’d fix it.
Talked with F&B Manager – nothing happened. Even after almost 2 weeks you’d think they’d get it organized. Read blogs that said they catered for those of us that are food challenged! The answer is a resounding NO.
No such thing as gf/df dessert for lunch or afternoon tea! Jello/fruit I was told that’s it. I had a piece of the chocolate from the decoration off one cake and the marzipan bow off another.
Cafes didn’t have soya milk, had to wait 6 minutes for soya latte while they gave my husband his…. after 3rd day most cafes had soya… eureka! But pastries at the cafe bar? no GF
BarBQ buffet – salad and a piece of fish… food was swimming in butter and cream sauces.
Cried again!
Kids wanted an ice cream, I watched with a forced smile, no sorbet…..lemon water with lots of ice.
Pizza? If I wanted one I had to order the base 24hours in advance…. It’s a spontaneous pizza, especially when the kids want to do something fun. Lemon water is just not the same thing. Oh and no fetta cheese for pizzas.
No nuts, no dips, come on – there is just too much more to post, people will think I’m whinging.
One good thing – I lost one kilo – Thanx
Six of us, 4 oldish teenagers, x2 at 15, 1 at 17 and 1 at 19. Older teens are funny about younger teens 13 etc. so mine found the younger teen events lame. Husband loved everything, except my crying.
Now dinner was the best, Head Waiter Mario was a star. He made sure I had entre and main without gluten or dairy. I did have to order the day before. Dessert would be a surprise… it was good. The best was when Mario had Bruno his Pastry Chef mate to make me my own BomAlaska…. very sweet of them and it was very sweet and yummy, I felt special, yet the same as eveyone else! Thank you Mario and Bruno! Even when I asked for maybe some seed on the bread to make it different or herbs Mario had it ready for me!
Dare I say, Mario even brought my dessert to the Steakhouse Restaurant when the family had dinner there. Mushrooms didn’t have butter – good, corn and spinach didn’t have cream sauce just for me….. nice. But dame that piece of bread, only thing they had, still!
But I wanted to be treated like a normal human being…. go up and down the buffet like a normal person, Would a person in a wheelchair feel left out if he/she could not go into the buffet area? or had to eat in a different dining room? I felt discriminated against! Truly!
If Princess says they cater to dietary needs, do it!
If they don’t, say so!
Would like my money back!
Write in to customerrelations@princesscruises.com
My husband an I took the 15 day Los Angeles to Ft. Lauderdale cruise through the Panama Canal Dec. 5 through 20 on the Island Princess. I am also a gluten free person (dairy is OK for me) and I found exactly the opposite of your experience. Princess staff was great and attended to my GF needs amazingly well. My head waiter, Silvio, consulted with me each day, and we planned the next day’s menus, complete from appetizers to desserts. I am sorry you had a bad experience, but mine was wonderful.
Hi Helena,
We are very sorry for the frustration that you felt during your cruise. We were able to locate your booking and found that you are currently working with our Customer Relations Department. We have shared your comments with them so they can re-address your concerns.
Hi,
I know what you talking about.I have worked for Princess Cruises as waiter on Tahitian P.,Grand P. ,Emerald P.Same sad story about food. “If you can’t make passenger happy offer alternative?What alternative?Than when come to coment cards,we are been told that we do not know to “explain” to people that their food is “exselent” no taste ….ect. Cruise ,as we been told, is a fantasy, pepole like have fantasy came thru,thay bay advert,for them is not important where thay go ,give them food in big amounts and thay are be happy.On door you meet all that Italian faces with big smile who are just think about your $10 service charge ,And if you ask something extra thay expect tip (that is included what you payed).REEP OFF.
So do not go on cruises there is life beyond.
Kind regards
MV
Dear Helena
I am sorry you had such a terrible experience.
I am also gluten and dairy intolerant, as well as salicylate and chocolate intolerant. I have been on three cruises with Princess and have had no trouble at all with food.
For my most recent cruise, after logging on to the Princess Cruises site, I used the online form to provide information about my intolerances, although there is only provision for two. (Princess take note – some of us have multiple intolerances!) I also provided a letter as requested which my travel agent faxed in for me.
On all three cruises I have taken (including Pacific Princess and Star Princess) I have been able to eat well and have been ably looked after by head waiters. I came home on Friday 8/4/11 from a circumnavigation of Australia on the Dawn Princess which provided me with my best food experiences.
I did eat in the Horizon Court twice – once on embarkation, and yes, the food was covered in sauces, but a request to one of the chefs resulted in freshly grilled fish. On an early tour day I had a short wait for gluten free toast.
I have always taken gluten free muesli with me, although I had breakfast with a lady who ordered, and was given, gluten free cereal. I also take goat’s milk powder to mix my milk as well as sweet biscuits and crackers (which I did not need after the first day) and prepackaged gluten free food for tours that went for four or more hours.
On the first evening on the Dawn Princess my head waiter Paulo came with my details preprinted. From that night on I was able to pre-order lunch and dinner for the next day. Main courses sometimes came with sauces made with arrowroot or pan juices or a reduction.
I even got to enjoy desserts as there were sorbets available. Paulo sometimes ordered special desserts for me that were not listed on the menu so I got to try a variety of gluten and dairy free cakes. One night, Allan, my table waiter, brought a selection of gluten and dairy free desserts for me to try so I had the option of ordering dessert from the lunch menu if I wanted.
I have to admit my situation was different to yours in that I did not have teenagers in tow and because I enjoy eating in the dining room. The Star Princess was the largest ship I have cruised on and it had a much more extensive buffet – on that cruise I ate lunch in the buffet nearly every day.
I hope that, if you do decide to cruise again, that you have a much more positive experience.
hi Omar….wow been such along time since we sailed together on the ‘first’ PP(love boat!)… nice to see you are doing so well. I chat to Rai now and again so all very nice. keep the good work going and hope to catch up one day soon….take care…Phil
On board we used to say that you an ambasador of your ship.After all this years that I do not work for Princess Cruises I still feel like an ambasador of Princess Cruises.
I very much enjoy the rewards of your hard work and hope that someday I to can cross italy off my bucket list. I also love your family very much. Thank you for sharing them with us.
my friend…you are the best…desidero voi la felicità di salute…….e saluti di lunga vita…
woody
My husband have recently become addicted to balsamic vinegars. What is in this beautiful composite that makes it so memorable? I’d love to know which you consider worth the price?
Ciao Bello.
Un articolo molto interessante sono contento di averlo visto, tanti auguroni per tutto.
C’e’ un posto sulla tua backet list che non hai ancora visitato e’ Woodside California.
Ciao Angelo.
Hi Dear:
Angelo didn’t let me check this email first…Angelo darling it is “BUCKET” not backit…I think Omar he has something else on his mind.
D
hmmm…intersting point of view Mr.Silingardi…but absolute super motto
What a memorable experience for you and the children. I’m cerain they will treasure this memory.
Venice is a magical place and I hope to visit it this year.
Ciao
Nancy
Omar:
Come “veronese nel mondo” residente negli Stati Uniti, durante ogni visita a Verona non manco di visitare Venezia, e, come lei, la casa di Marco Polo mi affascina. Mi sembra quasi di vedere il giovane mercante cosi’ bravo a “cantare” cio’ che vide. Passando davanti all’Osteria Al Milion mi tenta sempre con dei cicheti, specialmente bacala’ manteca’ con polenta! Grazie per il bel’articolo, chissa’ che non siano in tanti a visitare questo angolo quasi sconosciuto della Serenissima. Paola Girelli Harding
Absolutely LOVE your travel motto!