Holland America Line

No it is resolved satisfactory

Complaint: [redacted] I am rejecting this response because:I never said that I disint agree with the tipping policy, In fact we are very good tippers and Believe that the service industry should be tipped for their hard workThat being said, we tipped over in cash while on the ship not realizing that tips were being taken out daily on top of what we were tipping in cashAlso, we smelled raw sewage for the majority of our cruise and from reading other reviews, it is apparently a common problemWe will not be cruising Holland America ever again and therefore the in credit is not a resolution to this issue Sincerely, [redacted]

We would just like to inform you that we will not be able to provide any more compensation for the issue; we understand that you were dissatisfied with the current smoking policy at Holland America but there is nothing more we can do for your disappointment

As our company does respond to all communication in the order received, a response has been provided to these guests regarding this matter Thank you Holland America Line Office of the President

Dear Mr [redacted] , Thank you for contacting the Revdex.com regarding your ms [redacted] sailingIt’s disheartening to learn of the disappointment you encountered We understand your disappointment with the issues that arose on your cruiseWhile we always strive to honor the original itinerary, issues sometimes arise which require us to alter a sailingAs noted in your cruise contract, we do reserve the right to alter an itinerary for any number of valid reasonsAs you know, each guest was refunded the Taxes, Fees and Port Expenses for the missed portsAlso, as a gesture of goodwill each guest was offered a Future Cruise Credit for 20% of the base fare paid and $per person onboard credit on this sailingWe regret if some of our guests feel the goodwill gesture offered isn’t adequate but to keep the compensation equal among all guests and uphold the integrity of company policy, we unfortunately are not in a position to offer additional compensationWe hope you will take advantage of the future cruise credit and join us aboard another sailingIf there are any further issues you would like to discuss, please feel free to contact our Guest Relations Department at 800-599-and we would be happy to review your case again Thank you again for contacting the Revdex.comWe look forward to welcoming you aboard another sailing very soon Kind regards, Kellianne K [redacted] Special Advisor Office of the PresidentTell us why here

Complaint: [redacted] I am rejecting this response because: I want a total refundIt was my anniversaryI bought new suitcases which were both over $I bought new clothes which were worth between $- $I gave the cruise line a list of clothes which were in the suitcases - a man suit, new dress shoes a gold clip for the tie and many other new clothesI had two formal dresses and three pair of dress shoes and many other new clothes to last me during the tripI am also stressed about the lack of responses to this terrible situationAll the emails which were not answeredMy travel agent who still can't get her questions answer about the trip and the meal planIt is now the end of September and it still goes onThe $overs nothing in my eyes and why should my insurance company cover this mistakeI put my luggage out side that morning and some one from Alaska picked it upThey stold it or it was misplaced I AND MANY OF MY FRIENDS WOULD THINK TWICE TO SAIL WITH YOUI WANT A REFUND BECAUSE THE TRIP WAS RUINED FOR BOTH US AND WE WILL NEVER GET THAT SPECIAL TRIP BACK AGAIN.Thank youSincerely, [redacted] ***

March 11, RE: Case [redacted] Booking: [redacted] Dear Mr [redacted] , Thank you for contacting us regarding your ms Zuiderdam sailing departing February 5, We appreciate you letting us know of your experience We are very sorry that you were mistakenly led to the incorrect shore excursion by a tour guide and charged moreWe empathize with the frustration and confusion this causedPlease know that Holland America Line contracts with outside vendors to offer excursions for our guestsWe don’t conduct these excursions ourselves; they are owned and operated by independent companies from ashoreWe simply coordinate the booking of excursions as a courtesy to our guests, and we truly regret your dissatisfaction While we are unable to offer a refund for the difference in shore excursion costs, as you and Mrs [redacted] did not encounter our best, we would like you to enjoy a lunch in the Pinnacle Grill restaurant and a $Shore Excursion Credit each on a future sailing with usAs such, please let this communication serve as confirmation that you are entitled to these amenitiesAnd for your convenience, they will be attached to your Mariner Society numbers, [redacted] & [redacted] , and are valid for years from the date of this communication We ask that you, or your travel professional, verify these offer with the Reservation Agent when booking your next cruise so that the booking may be discounted accordingly Additionally, we noticed that you had become ill during this sailing and hope you experienced a speedy and full recoveryWe know the impact illness can have on a vacation and we want to thank you for remaining isolated in your stateroom while you were illThis simple precaution is tremendously helpful in our efforts to inhibit the spread of viral illness on board As you were advised by our shipboard staff, it is our policy to compensate guests who are asked to remain isolated in their staterooms by providing a Future Cruise Credit based on the fare paid and the number of days the guest is isolatedConsequently, we are pleased to extend to you a Future Cruise Credit in the amount of $This credit may be applied to the cruise fare only of a new Holland America Line cruise or Land+Sea Journey booking, and is combinable with other applicable creditsWhile the credit must be applied to a new booking by May 11, 2017, your cruise does not need to depart within this years’ timeAlthough you may choose any stateroom category, this offer is dependent upon availability and cannot be transferred or refundedThe credit may not be used as for deposits, taxes, Cancellation Protection, Home City Air, or other optional programsFor your convenience, it is built in association with your Mariner number and will automatically be credited toward your cruise fareWe kindly ask that this special offer also be verified at time of confirmation to ensure your booking is properly noted Thank you again for contacting our office with your concerns, and please let us know if we can be of further assistance Kind regards, Lenee L [redacted] Special Advisor Office of the President

Complaint: [redacted] I am rejecting this response because: You have not addressed the concernAll you have said is that you are sorry I feel this wayPlease address the concern: your company sent material to me with what can be termed misleading advertising There appear to be only two responses....either you accept that description and apologize for the misleading advertising, or you dispute that it is misleading advertisingHowever, either way, please address the concern head on Sincerely, [redacted]

December 22, Mr [redacted] Email: [redacted] @aol.com RE: Case [redacted] Booking: [redacted] Dear Mr [redacted] , Thank you for contacting the Revdex.com your ms [redacted] sailingWe are very sorry to learn of your disappointment regarding pricing If a guest has established a booking and the rates decrease we can look at reducing your cruise fare to the new lower promotionHowever, there are many factors we must look at before we can reduce the fare on an established bookingFor example, whether the booking is in the cancellation fee period, is paid in full, or is booked into a qualifying category for the new lower promotion, and we must review the new promotion for any restrictions that are to new bookings onlyThese are just some of the factors we must look at when evaluating an existing booking and reducing the cruise fare to a new lower promotion Refunds are not allowed within the cancellation fee periodIn most cases, in lieu of a refund we will look at upgrading your booking to a higher category at the equivalent rate paid for the existing categoryAdditionally, we do not offer price match options This policy does not change whether booked through a travel agency or directly through usWhen you are booked through a travel professional you will need to contact them to make any changes to your reservationThis is due to a contractual agreement between Holland America Line and travel agencies Our reservations department is more than happy to assist you with a reduced cruise fare should it be availableYou may contact them at 877-932- Thank you once more for bringing your comments to our attentionWe look forward to welcoming you aboard the ms [redacted] in January Kind regards, Kellianne K [redacted] Special Advisor Office of the President

October 5, Revdex.com: [redacted] Dear Ms***, Thank you for contacting us regarding your cancelled ms Noordam Land+Sea JourneyWe most wholeheartedly apologize for our delayed response and appreciate your patience Again, Ms, ***, we have researched our records and our phone conversation logsIn our logs you said you were going to visit family in Anchorage and then meet the tour in Fairbanks where the tour beganIn addition, this itinerary was noted on your booking confirmation, as was the hotel you would be staying at in Fairbanks In addition, you booked your air through Costco TravelIf Anchorage was incorrect, you should have been able to rebook your flights to Fairbanks in order to join the tour, and we regret you chose not to join us Lastly, our records show you were refunded for your taxes, fees and port expenses on July 7, 2016, in the amount of $395.10, to your card ending in While it’s always difficult for us to hear about the disappointments our travelers may encounter, the Guest Relations Department was created to listen to our guests’ comments, both positive and negative, so we may continue to grow with guest satisfaction in mindWhile we regret that this final response could not be more favorable, we do hope you will continue to include Holland America Line in your travel plans Kind regards, Christine F [redacted] Special Advisor Office of the President

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

January 22, RE: Case 1- [redacted] Booking: [redacted] Dear Ms [redacted] , Thank you for contacting us regarding your ms Eurodam sailing I’m sorry you were disappointed with the Greenhouse Spa & Salon products you purchasedSteiner Management Services is the company that manages the salons and spas on board all Holland America Line, so they can address your concerns directlyI’ve forwarded your issue with the spa to them and I’ve also listed below their contact information in case you’d like to reach them The Onboard Spa by Steiner Attn: Shelle M [redacted] - Customer Service Representative Steiner Management Services [redacted] Coral Gables, FL Email: [redacted] @steinerleisure.com Phone: ext *** Toll-free: 855-848- Website: www.timetospa.com Thank you again for contacting our office with your concerns, and please let us know if we can be of further assistance Kind regards, Nicole T [redacted] Special Advisor Office of the President

Good morning.The information provided by this guest is incorrectThe onboard account reflects $credit for passenger and $credit for passenger The $credit includes the CCL stockholders benefit of $250.00.This guest can contact our Guest Relations to request a copy of their final onboard statement

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meSincerely, [redacted]

June 12, 2015Mr [redacted] **El Cerrito, CA 94530-RE: Case [redacted] Booking: [redacted] Dear Mr***, This is in response to your latest communication regardingyour msWesterdam cruiseWe deeply regret your continuing dissatisfactionwith your experience, and with our previous responseOnce again, we sincerelyapologize for the disappointment you encountered on this sailingOnce again, we are very sorry that you were denied boardingon this cruise because you lacked the proper documentationHowever, mostdocumentation requirements are established by the governments of the variouscountries we visit, and we are not able to waive these requirements for ourguestsAs noted in our brochures and on our website under EssentialDocumentation, travelers are responsible for understanding and satisfying allrequirements concerning passports, visas, and immunizationsBecause HollandAmerica Line is not able to publish all up-to-date regulations related to eachtraveler’s specific situation, we consistently recommend verifying alldocumentation requirements with official organizations prior to sailingAgain,we sincerely regret any difficulty you experienced related to lack ofdocumentationWe hope to have the opportunity to welcome you aboard in thefutureBest regards, DebraC [redacted] SpecialAdvisorOffice of the President

Complaint: [redacted] I am rejecting this response because: They did not provide solution to the problemPlus responded after the trip which as I suspected was horrible on top of me overpaying for this room I did not even recived a$on board credit plus they lost my reservationThis was a super disappointed vacation this is the last time me and my family and frinds relatives are ever travaling on this ship and companyEvryone was asking me about the trip and the new ship I could only tell them how horrible was vactionCheak out your feedbacks on this ship it berly has stars don't worry I added my feedback there alsoHolanad America Line and PPrincess cruice are the worst company in the worldI hope carnival cruises drops you from the fleet.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***, Thank you for your quick action of my complaint ID [redacted] I do not know whether it was MrM [redacted] or MsB [redacted] who responded to you, so I am not aware if the issue was sufficiently addressed by MsB*** Either way I am not satisfied with HAL’s explanation or their interpretation of their cruise contract I have been a traveller for over years I have stayed in many hotels, guest houses, B&Bs, resorts and staterooms during this period In my travels there have been several incidents where I have been at fault for damage to my own personal possessions: a dropped camera, a damaged lens, damage to the contents of my suitcase when items have cracked or spilled, etc I always assume full responsibility for these incidents I challenge HAL’s contention that I negligently left my IPad on the bed It has always been my experience that room attendants take care and responsibility for personal guest items that may obstruct their tidying or cleanup of a guest room Good staff are trained by management and expected by management to do thisManagement in turn takes responsibility in incidents where this does not happen The one other occasion where a similar incident occurred to me was during my stay at a small inn in Vienna, Austria seven years ago A set of fine crystal I had purchased was knocked off the desk by the attendant cleaning the room cracking two of the glasses The management accepted full responsibility for the accident and reimbursed me for a new set at a cost of several hundred euros I have two eye witnesses that can attest to the fact that my IPad was left, undamaged, on my bed the morning of September 26th and had sustained damage upon our return At this point, I would like to know that my complaint has been received and responded to directly by MsB*** [redacted]

August 6, Ms [redacted] Austin, TX 78757- Email: [redacted] @gmail.com RE: Case [redacted] Booking: [redacted] Dear Ms [redacted] , Thank you for bringing your concerns to our attention following your voyage on the ms Amsterdam We deeply regret your continuing displeasure with the billing of the wireless internet on boardAfter reviewing your account, our records show that there were three successful transactions on June 21st, 22nd, and 25th, for the following amounts of time: minutes, minutes, and minutesWhenever our guests encounter difficulties with any issue we encourage them to consult with the staff on boardWe have reviewed the refund issued on board to your account, and are disappointed that you found this gesture insufficientWhile we are not in a position to issue any further refund, we assure you that we will present your experience to all appropriate management for their reference We thank you for your correspondence, and also for choosing Holland America LineThough we are sorry this response could not be more positive, we do hope you consider us for future trips Best regards, Connor N [redacted] Special Advisor Office of the President

April 13, Mr [redacted] Revdex.com Ref# [redacted] Dear Mr [redacted] , Thank you for contacting us regarding your ms Noordam sailingIt’s disheartening to learn of the disappointment you encounteredUnfortunately, the Carnival Corporation benefit is paid out based on the length of cruise booked (embarkation day is day 0)Your cruise is listed as a day cruise, which only entitles you to $If you have any further questions, we recommend you contact Investor Relations for Carnival StockholdersThey can be reached at: 800-438-6744, ext***Thank you again for contacting our office with your concerns, and we hope we may have an opportunity to create for you the positive experience we know our sailings can offerKind regards, [redacted] Special AdvisorOffice of the President

September 25, 2015Ms [redacted] **West Chester, PA 19382-RE: Case [redacted] Booking: [redacted] Revdex.com Reference: [redacted] Dear Ms [redacted] , We have received your follcommunication regarding yourms VeendamcruiseWe truly regret that our previous correspondence has not met with yourapproval, as it was certainly not our intent to cause further frustrationPlease know that we will be happy to make an exception; inlieu of our offer of Future Cruise Credit in the amount of $per personwe have requested a refund in the same amountThis will be posted to Mr[redacted] ’s card ending in [redacted] and should be completed within two weeksWhile it is always difficult for us to hear about thedisappointments our travelers may encounter on our sailings, the GuestRelations Department was created to listen to our guests’ comments, bothpositive and negative, so that our company may continue to grow with guestsatisfaction in mindWe do hope that this final attempt to resolve your issueswill meet with your approval, and we hope that you will continue to includeHolland America Line in your travel plansBest regards, Christine F*Senior AdvisorOffice of the President