Sign in

Holland America Line

Sharing is caring! Have something to share about Holland America Line? Use RevDex to write a review
Reviews Travel Agency, Wholesale Tours, Cruises Holland America Line

Holland America Line Reviews (122)

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

Complaint: [redacted]
I am rejecting this response because: You have not addressed the concern. All you have said is that you are sorry I feel this way. Please 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 advertising. However, either way, please address the concern head on. 
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.

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 me. Sincerely, [redacted]

January 22, 2016
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 purchased. Steiner Management...

Services is the company that manages the salons and spas on board all Holland America Line, so they can address your concerns directly. I’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 33146
Email: [redacted]@steinerleisure.com
Phone: 305 358 9002 ext [redacted].
Toll-free: 855-848-3059
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

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 me. Sincerely, [redacted]

June 16, 2015Ms. [redacted]Scarsdale, NY 10583-5743 RE: Case 1-[redacted]        Booking: [redacted] Ref: [redacted]Dear Ms. [redacted], We have received your follow-up communication regarding yourcancelled msMaasdam cruise. Once again, we are concerned that you remaindissatisfied with our previous correspondence. Please be assured that we trulyvalue your feedback, and thank you for the time you have taken to provideadditional thoughts regarding your recent sailing. Once again, we deeply regret that you were not satisfiedwith Holland America Line’s response. Unfortunately, aside from providing youwith a 100% refund for the cost of your sailing, we are unable to offer anyadditional compensation for the cost of your travel to and from the ship. Staying aware of our guests’ wishes and comments is a toppriority for our President, Orlando A[redacted], and for each of us working toprovide the best of cruising and onboard service. The GuestRelations Department was established so that we may respondto our guests’ concerns and issues on behalf of the company and Mr. A[redacted].Your concerns are taken very seriously and have been forwarded to theappropriate management. We sincerely apologize that you have been unsatisfied withour responses to your concerns, and we are sorry that this final response couldnot be more favorable. We will continue to improve and grow with our guests’satisfaction in mind. Best regards,ChristineF[redacted]SeniorAdvisorOffice of the President

Hello colleagues,Attached please see our response.Please let us know if we can be of further assistance.Kind regards,Adrian A[redacted]Guest RelationsHolland America Line
 
 
RE: Case 1-[redacted]
       Booking: [redacted]
Dear Ms. [redacted],
 
We have...

received your follow-up communication regarding your ms Veendam cruise. We truly regret that our previous correspondence has not met with your approval, as it was certainly not our intent to cause further frustration.
 
Furthermore, we can appreciate that you feel we did not provide adequate compensation. Please know the Future Cruise Credit was offered in good faith. Moreover, we understand that you would have rather be compensated monetarily. When offering compensation for guests who experience a vacation that was less than perfect, Holland America Line offers compensation in the form of a discount, credit, upgrade, or other shipboard amenity on a future sailing with us. This is offered so they may come back and experience the level of service and excellence our guests have come to expect and deserve. While we are truly sorry that you are not satisfied with our offer, we are not in a position to offer alternate compensation in this matter. However improbable a future cruise with Holland America Line may seem to you at this time, we wish to reiterate that our offer will be available to you should you decide to utilize it.
We are committed to providing the most dependable service possible and we sincerely hope that you and Ms. [redacted] will decide to include Holland America Line in your future travel plans. Once again, we thank you for contacting our office.
 
Best regards,
COPY
 
Christine F[redacted]
Senior Advisor
Office of the President

March 17, 2017 Mr. [redacted] Email:   RE: Case 1-[redacted]        Booking: [redacted] Dear Mr. [redacted],   We have received communication from the Revdex.com regarding your wife and your daughter’s ms Rotterdam sailing. It’s...

disheartening to learn of the disappointment they encountered.   We regret any difficulty you experienced related to Authorization Holds from your wife’s cruise. As stated on our website, “Upon embarkation, we will seek an initial authorization on your card(s) of USD $60 per person for each day of your cruise, for all guests 18 years of age and older. For cruises longer than 25 days, the hold is USD $30.00 per person, per day, for all guests 18 years of age and older. At the end of your cruise, you will receive a final statement, and your card(s) will be charged only for the actual amount of your purchases.” Guests who choose not to use a credit card may provide a cash deposit for the estimated amount. If a guest turns 18 during the cruise, the daily pre-authorization or cash deposit will apply beginning on his/her birthday through the remainder of the cruise.   The authorization amount is an estimate to cover anticipated shipboard expenditures and may vary based on your shipboard spending patterns. This is merely an authorization, meaning that we have access to that amount, but have not actually charged it. Generally, an authorization hold falls off credit card accounts within 72 hours of disembarkation. However, due to varying bank policies, a hold may be on an account for up to 30 days.   If you feel you or your wife has incurred overdraft fees due to our error, please submit your bank statement to our Guest Relations Department and we are happy to review. Please find the contact information below.   Holland America Line Attn:  Guest Relations 450 Third Ave West Seattle, WA  98119 Email:  [email protected] Fax: 206-905-8962   It also concerns us to hear of your wife’s dissatisfaction with the diving excursion on this cruise and she may have sustained some injuries. Our Claims Department reviews cases such as these. Please be assured that our Claims team reviews and investigates all such cases thoroughly before responding to our guests. We encourage you to contact them directly at 1-800-391-6255 if you would like to discuss this case with them. Again, we sincerely regret this unfortunate matter and the ensuing discontent.   Additionally, we are sorry for any discontent related to our Hotel Service Charge policy. While we sailed for many years under a “Tipping Not Required” guideline, we realized that the vast majority of our guests wished to recognize the exceptional service provided by our crew. Our shipboard employees work very hard to make sure that every aspect of a cruise meets our standards, from those who serve guests directly, such as dining room wait staff and stateroom stewards, to support staff whom guests may never meet, such as galley and laundry staff. To allow these efforts to be easily recognized and rewarded by our guests, a daily Hotel Service Charge is automatically added to each person’s onboard account. If our service exceeds or fails to meet expectations, the amount can be adjusted at the end of the cruise. This policy is common throughout the cruise industry and is clearly detailed in our brochures and on our website under “Shipboard Life”.   Our records show the Hotel Service Charges were removed from the onboard accounts for both of your wife’s sailings and no refund is due. Again, we regret any lingering discontent.   On a positive note, we are pleased you, your wife and your daughter have booked an upcoming sailing on March 30, 2017. As a gesture of goodwill, we would like to extend to you a stateroom upgrade from starting Interior to starting Ocean View on your ms Rotterdam sailing, booking HDVDCV. As such, we have upgraded you from an inside category MM to category G, stateroom 1815. For your convenience, a new confirmation will be sent verifying that the upgrade has been applied.   Again, please accept our apologies for the disappointments your wife encountered. We trust future sailings with Holland America Line will be more enjoyable and we look forward to welcoming you aboard at the end of the month.   Kind regards, [redacted] Special Advisor Office of the President

In reviewing these concerns and the details surrounding this cancelled booking, Senior Management advises that while the flight delays were ultimately caused by the airlines directly and not a direct result of Holland America Line, when this guest chose not to allow Holland America Line to...

continue with the process of “next port protection” for airfare purchased through our company, the booking was ultimately cancelled and the travel protection this guest purchased went in to affect to recoup a majority of the fare. “Next port protection” guarantees that we will get a guest to the next port at no cost to them. Although Holland America Line does not control or operate the airlines with which we partner, we do provide next port protection as a way of ensuring that guests who purchase air through us are guaranteed to continue on with their journey. Regardless of which day the guest would arrive to begin their sailing, “next port protection” would have paid the air, hotels and a per diem for days not on board. At this time, Senior Management has determined that Holland America Line will stand behind the process as it was this guests decision to not move forward with continuing this journey, therefore cancelling their cruise.

Complaint: [redacted]
I am rejecting this response because: HAL wrongly claims I "chose not to allow Holland America Line to continue with theprocess of "next port protection" for airfare. HAL refused to even try to find alternative air arraignments. When the flight on 8/8/16 wascanceled, I called HAL's air emergency phone and the HAL agent rebooked me on 8/9/16. Whenthe flight on 8/9/was canceled. I called HAL again and was told that the HAL air agent wouldrebook me on an alternative and send the new routing to Delta within 30 minutes. After an hourpassed with no rebooking from HAL, I called HAL again and the HAL emergency airrepresentative told me that HAL would do nothing more and that I should work it out with Delta, Not only was I never told about HAL's next port protection plan, assuming it existed, HALrefused to do it. When, following HAL's instructions, I went to Delta to "work it out", Deltacould not get me to Europe until day 6 of an 11 day cruise, and by any rational standard, thatmeant HAL canceled the trip.By 8/15/16 I had written up a detailed account of what happened.  From that account made atthe time of the events, I copyied this: On 8/8/16 “When Delta canceled the flight,  I called HAL’s air desk  (whomade the booking and took my money).  They suggested a revised air schedule departing on 8/916  and arriving in  Berlin on8/10/16 where HAL’?s agent would meet me and take me to the ship at the first port stop after the cruise left from Copenhagenon 8/9/16  On 8/9/16,  Delta canceled that flight  (DL 56).  I called HAL’s air desk.  The HAL agent said  ‘I re-booked you on alater Delta flight that will still get to Berlin.  Wait about 20 minutes for the computers to do their thing, and then have the Deltagate agent issue a new ticket.’  I waited 30  minutes.  The Delta agent said,  ‘We don’t have any re-booking.’  I waited another 30minutes and tried again. The Delta agent said,  ‘We don’t have any re-booking.’   I called HAL’s air desk and reported that whatthey said would happen did not happen.  This  HAL agent said,  ‘Not our problem. Delta has to fix it’.  Delta couldn’t fix it. HAL  refused to fix it.  Delta could not find a way to get me to Berlin on 8/10/16 to meet the cruise at its first port  (I get a little fuzzy on the exactsequence here, but what Delta proposed was changing my booking from the canceled flight to Berlin via Amsterdam that HALhad booked the day before to a later flight to Paris  with a connection that would maybe get me to Berlin in time to make theconnection to the ship.  Then Delta delayed the flight to Paris by so much that I could no longer make the Berlin connection, (and then I  they canceled the flight to Paris).  There was no way to fly from Salt Lake  City to Europe departing SLC on 8/9.    On 8/11 the cruise was at sea all day long.  On 8/12  the ship would be in Tallinn,  Estonia.  Delta could not get me toTallinn on either 8/11  or 8/12  and HAL wouldn’t even try.  On 8/13  and 8/14, the ship was in St Petersburg,  Russia.  Youcan’t fly to Russia without a Russian visa which takes  at least 6 weeks to get  and I didn’t have a Russian visa   because a visa isnot needed for arrival by cruise ship under certain circumstances which would have applied  had HAL lived up their  obligationsunder either the original contract or the revised contract and got me to the ship   before it reached St Petersburg.”
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I am still being charged for wifi time I did not use.  You should have the wifi automatic logout time shortened to prevent this issue happening to other passengers.  I have already received the refund of $22.50 from my credit card company by filing this dispute with them, so it is no longer about the money, but it is about your unethical practices.  The shipboard manager stated when he looked into the account that he could see I was actively using the wifi but had not logged out.Sincerely,[redacted]

February 16, 2017 Ms. [redacted] Email: [redacted]@mail.tmcc.edu   RE: Case 1-[redacted]        Booking: [redacted] Dear Ms. [redacted],   This is to follow up on your recent submittal to the Revdex.com.   It’s always troubling when a guest is unsatisfied and we regret if our earlier response caused further ill will; that certainly wasn’t our intention. We appreciate the time our guests take to share their experiences with us and we do try to resolve guest concerns in a thoughtful, considerate way. Therefore, after reviewing your issues once again we’d like to take this opportunity to demonstrate our commitment to our guests.   After reviewing your concerns, we would like to extend a refund to you in the amount of $175.00 total, $87.50 each. This refund will be posted to the cards used on board and should be complete in approximately four to six weeks.   I appreciate this opportunity to assist and hope you will sail with us again soon.   Kind regards,

June 16, 2015Ms. [redacted] Email[redacted]@gmail.com RE: Case[redacted]       Booking: [redacted] Ref. [redacted]Dear Ms. [redacted], Thank you for the email to Mr. Stein K[redacted] regardingyour msOosterdamsailing on June14, 2015.Please also know that...

Mr. K[redacted] has shared your correspondence with our newPresident, Mr. Orlando A[redacted]. After reviewing your comments Mr. K[redacted] hasasked me to respond on their behalf and express our apologies for thedisappointment you experienced.  Wehave done a little research and saw that you actually had 2 other bookings bookedthorough 2 different Travel Agencies for this same sailing. Booking [redacted] wasmade by [redacted] and booking [redacted] was made by [redacted]. Bothwere made on October 30, 2014 and both had the Explore4 promotion on them. Theyalso  had a different Mariner number foryou.  Whenyou made this booking on November 1, 2014, a new Mariner number was generatedand the Explore4 promotion had already expired; however, having said that, weshould have moved the promotion over to your new booking. As such, we have sentan email to the ms Oosterdam andasked them to honor this promotion for the remainder of your sailing. Wesincerely apologize for the frustration this has caused you. Thank you again fortaking the time to provide Mr. K[redacted] with your feedback and we do hope that youand Mr. [redacted] are having a great time on board. Best regards,ChristineF[redacted]SeniorAdvisorOffice of the President

June 23, 2016
Mr. [redacted]
[redacted]
[redacted]
Email: [redacted]
 
RE: Case 1-[redacted]
Dear Mr. [redacted],
 
This is in response to your correspondence sent to the Revdex.com.
 
It always...

concerns us when a guest is unsatisfied, and your feedback is important.
 
Our Journeys Ashore department sent you a list of acceptable journeys ashore for guests with mobility issues, and in your case, excursions that were accessible for scooter usage. Please understand that while we advise that these excursions are accessible, we are dealing with foreign ports, services and equipment that vary from country to country. Outside the USA, ADA requirements are not applicable. Additionally, Half Moon Cay and Panama are tendering ports and disembarkation for guests with accessibility needs is dependent on the weather and their transportation device. During the time you sailed, Gatun Lake in Panama was experiencing seasonal issues resulting in extremely low water levels which caused the 1st stage of the landing gangway to be very steep, making it difficult and dangerous for any type of scooter to disembark.
 
In some of these ports, they utilize European coaches that are able to accommodate scooters in the luggage compartment, but not necessarily a motorized lift. Therefore, it is possible to take a scooter along for the tour. However, the hurdle that presented itself during your sailing was scooter handling. As per general liability instructions, guides and/or drivers are not expected to assist with lifting a guest or their equipment. The expectation is then for the guests to solely handle the lifting of the scooter off of the coach. If this is not possible, then we will advise against tour participation and will offer a courtesy refund.
 
We regret the frustration of missing out on tours so anticipated. It is always our intention to provide a smooth and enjoyable vacation and we are sorry for the difficulties you faced. The information provided to you by the Journeys Ashore department was based upon accessibility information provided to them by the tour operators. We regret that your specific experience was otherwise based on the conditions while you were onboard. Our Journeys Ashore team is currently working on a project with the tour operators in locations around the world to gain deeper information regarding accessibility of tours so we will be able to provide more through information to guests moving forward.
 
As a gesture of concern on our part we previously offered you a $600.00 Future Cruise Credit and a $200.00 Onboard Credit for a future sailing. While we are not able to offer you a full refund, as a further gesture of goodwill we would like to extend an additional $400.00 Future Cruise Credit to you, making a total Future Cruise Credit of $1000.00 available to you on a future sailing. While these additional credits must be applied to a new booking by one year from the date of this correspondence, your cruise does not need to depart within this year’s time. Although you may choose any stateroom category, this offer is dependent upon availability and cannot be transferred or refunded. These credits may not be used for deposits, taxes, Cancellation Protection, Home City Air, or other optional programs. For your convenience, they are associated with your Mariner numbers and will automatically be credited toward the base fare of your next Holland America Line cruise reservation. We kindly ask that this special offer be verified at time of confirmation to ensure your booking is properly noted.
 
Again, thank you for sharing your thoughts and opinions regarding your experience. We will continue to grow and improve with feedback such as yours in mind.
 
Kind regards,
 
 
Jenai C[redacted]
Special Advisor
Office of the President

Complaint: [redacted]I am rejecting this response because: I never received this response to my personal e-mail or through regular US Mail. Furthermore, this does not bring up the fact that I was called "stupid" by one of the employees as referenced. The letter that was attached to this correspondence has their own complaints. I expect my response to be addressed to me and to bring up all of my concerns. Sincerely,[redacted]

April 13, 2017 Mr. [redacted]   Revdex.com Ref. #[redacted]  Dear Mr. [redacted], Thank you for contacting us regarding your ms Noordam sailing. It’s disheartening to learn of the disappointment you encountered. Unfortunately, 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 13 day cruise, which only entitles you to $100.00. If you have any further questions, we recommend you contact Investor Relations for Carnival Stockholders. They can be reached at: 800-438-6744, ext. [redacted]. 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 offer. Kind regards,   [redacted]Special AdvisorOffice of the President

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

Hello [redacted],
I worked with Mr. [redacted] directly as mentioned and thank you for the opportunity to respond.
After my original discussion with Mr. [redacted] the claim was opened and I did explain the delay was caused by staffing changes within the company and I did expedite his process from there....

Once reviewed with the ship and the cruise contract we did find that it is the guest is responsible for any electronics brought on board and we are not liable for any damage done to said electronic items. Our employees would not search the bed before making up the room as the expectation that the guest is keeping any items that can be harmed in a safe place for this process to be completed. Therefore, we did deny his request for compensation and would not claim liability for his damaged IPad that was negligently left on the bed. For these reasons we will also continue to deny his request.

Complaint: [redacted]I am rejecting this response because: I want a total refund. It was my 25 anniversary. I bought 2 new suitcases which were both over $100. I bought new clothes which were worth between $500 - $1000. 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 clothes. I had two formal dresses and three pair of dress shoes and many other new clothes to last me during the trip. I am also stressed about the lack of responses to this terrible situation. All the  emails which were not answered. My travel agent who still can't get her questions answer about the trip and the meal plan. It is now the end of September and it still goes on. The $200 overs nothing in my eyes and why should my insurance company cover this mistake. I put my luggage out side that morning and some one from Alaska picked it up. They stold it or it was misplaced.  I AND MANY OF MY FRIENDS WOULD THINK TWICE TO SAIL WITH YOU. I WANT A REFUND BECAUSE THE TRIP WAS RUINED FOR BOTH US AND WE WILL NEVER GET THAT SPECIAL TRIP BACK AGAIN.Thank you. Sincerely,[redacted]

Check fields!

Write a review of Holland America Line

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Holland America Line Rating

Overall satisfaction rating

Address: 450 3rd Ave W, Seattle, Washington, United States, 98119

Phone:

Show more...

Fax:

+1 (800) 628-4855
+1 (206) 905-8962

Web:

This website was reported to be associated with Holland America Line.


E-mails:

Sign in to see

Add contact information for Holland America Line

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated