‘I was thrown off my dream world cruise because I complained in a WhatsApp group’
A woman who sold everything to cruise around the world says she has been banned from a residential ship’s maiden three-year voyage for complaining about ongoing delays in a private WhatsApp group.
Jenny Phenix, from Florida, United States, complained to fellow passengers that a four-month delay in sailing meant Villa Vie Odyssey would no longer be calling into Miami, where she was intending to collect her belongings for the rest of the cruise.
She also voiced concerns that refurbishment work could carry on even after the ship left Belfast, and that she would have to use a temporary cabin as the one she booked was still being used by crew.
But after sharing these and other frustrations, she received notice from owners Villa Vie Residences that her contract had been cancelled for “behaviour impacting community morale”.
Chief operating officer Kathy Villalba told her: “We have received over a dozen formal complaints from residents regarding your continuous complaints and negativity. This behaviour has significantly impacted the morale and well-being of other passengers.
“Given the overwhelming feedback, we must cancel your contract permanently to uphold the well-being and satisfaction of our community.”
Ms Phenix said: “I was never rude or disrespectful and I never participated in personal attacks. These were private conversations – I posted nothing on social media platforms.
“The frustration among the residents grew after every delay. I tended to be one of the more outspoken in asking important questions. Many of the residents thanked me privately for speaking up for the entire group.”
The 68-year-old pinned her hopes on the project after another residential ship scheme – Florida-based Life At Sea – filed for bankruptcy, owing her $30,000 (£23,000).
She waited for the new venture to buy the former Fred Olsen ship Braemar before signing up. Now named Villa Vie Odyssey, the ship is due to visit 425 destinations in 147 countries, starting as soon as next week.
Ms Phenix said: “During the past year and a half I have liquidated businesses and possessions, eagerly awaiting my new life cruising the world. I have been living out of a suitcase since December 2023.
“Along with many others, I flew to Southampton originally to embark on this journey on May 15. We had been notified of one short delay, but nothing seemed critical and, of course, travel plans and hotel reservations had been made months in advance.”
The first major change to the schedule was to move the ship’s departure to Belfast on May 30, but new problems found during dry dock at the Harland & Wolff yard pushed the date back again and again.
Because the ship had been laid up for four years since the Covid pandemic, new safety and other inspections also had to be carried out, causing further setbacks. Odyssey has now had sea trials but is yet to sail.
Divorcee Ms Phenix paid a deposit on the initial world voyage, aiming to decide once on board whether to buy a cabin or join the company’s Endless Horizon programme, which allows passengers to cruise for the rest of their lives. She has been partly refunded and is awaiting the remaining balance.
The mother of two has now returned to Florida after joining the last leg of another world cruise – Royal Caribbean’s epic nine-month voyage on Serenade of the Seas.
She said: “I cannot even begin to explain the emotional devastation and the physical toll this has taken on me. It was weeks before I could talk about the situation and could even explain it to my children. It is still very hard for me to discuss, as I had the same dream everyone else on that ship does, and they took that from me seemingly without a thought.
“I will have to stay with my daughter until I figure out a whole new plan for my life.”
This week, Villa Vie Residences told residents it would stop paying the $500,000 (£382,000) monthly cost of covering hotel bills, saying the expense was “unsustainable”.
The announcement prompted one American couple, Steve and Angela Theriac, to post a video on their YouTube channel, MidLife Cruising, saying they would return to the US while they were waiting for the ship to sail.
They said: “It costs a minimum of $200 [£153] a night to stay in Belfast – it’s too much for us so it’s cheaper to fly back to the States.”
The couple told The Telegraph: “There have been delays, but we remain optimistic that this venture will happen. We have seen the blood, sweat and tears first hand and know the owners will do what it takes to make it work.”
Other residents remaining in Belfast are also staying loyal to the project and counting the days until Odyssey leaves.
Holly Hennessy, 68, who is travelling solo with her cat Captain, said: “The fact that VVR will no longer cover hotels is no concern to me as I’ve paid most of my own all along. Other residents agree that the expenses couldn’t be covered for ever. I remain positive and optimistic that our ship will sail.”
In a statement, Mike Petterson, the chief executive of Villa Vie Residences, said “Ms Phenix broke multiple terms and conditions and signed a non-disclosure agreement. The founding residents voted and agreed to uphold her suspension and we plan on respecting that decision. We have nothing else to comment on the ongoing dispute.
“As for the accommodations, we have paid more than $2 million for people’s living expenses for four months. We have hundreds of residents spread out throughout Europe and are asking people to book their own hotel rooms until we launch next week. Their costs will be compensated with onboard credit of up to $200 a day.”
