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Holland America Line Reviews (122)

July 12, 2017 Mr. [redacted] Email: [redacted].ca Revdex.com case # [redacted] RE: Case [redacted]  Dear Mr. [redacted], Thank you for contacting us regarding the multiple mailings you have received from Tyler L[redacted].It’s disheartening to learn of the disappointment you...

encountered. We are very sorry to hear that you have to be removed from our mailing list. Please note that because much of our literature is printed and queued in advance, it may take a few cycles for you to stop receiving our mailings. However, we have verified that your name has been removed, and you should stop receiving these materials shortly.  In addition, Holland America had an issue last May where our fulfillment house was sending multiple copies of brochures for one request. We apologize for your dissatisfaction, and thank you for your patience. Kind regards,   Christine F[redacted]Special AdvisorOffice of the President

These guests received follow up communication on June 22, 2017 and compensation was offered. Our notes indicate that guest was satisfied with the offer and a written response will be sent directly to guest once proof read.

Complaint: [redacted]I am rejecting this response because: It does not address the issue of failure to disclose the norovirus outbreak prior to my boarding the ship, leaving me to incur a large travel expense to take the option of not exposing myself to illness.  Holland America Line is not taking responsibility for their action that leaves passengers to take a health vs. financial risk.  Holland America Line had ample time and opportunity to make me aware of the problem but choose not to.  I consider this an unacceptable business practice. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The charge is on my credit card statement as Eurodam, Seattle, Washington.  I have received a message from the spa and they expect me to send the products back at my expense.  I do not feel it is fair to go to more expense for a product that does not work.  Also, I have used some of the product.  How else would I know that the product does not work.  Also, my husband is in the hospital with two deadly diseases right now.  I spend every day at the hospital with him.  I do not know if he will ever get well and come homl.   If by a miracle he does get well enough to come home I will be staying at home taking care of him up to a year.  I do not know how I am going to be able to get groceries and medications much less go mail something.  They are expecting me to take time that is needed to spend and care for him to go mail something.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Your calling this and Upgrade is a subjective term. An Upgrade that takes away a usable verandah should not be considered an Upgrade. If you call it a verandah room, it should actually have a usable veranda. What good is a credit if I don't want to sail on your ships because you use deceptive advertising practices.Sincerely,[redacted]

February 15, 2017 Ms. [redacted] Email: [redacted]@mail.tmcc.edu RE: Case 1-[redacted]        Booking: [redacted] Dear Ms. [redacted],   This is a follow up on what we previously discussed.   We regret to hear of the concerns you expressed...

regarding a noticeable odor on board this sailing. Holland America Line utilizes a state-of-the-art wastewater treatment plant; it is USG-certified and meets the highest standards. While the processes involved are natural and non-toxic, and the effluent produced is nearly clear, under certain conditions odors that are entirely harmless, although unpleasant, may be present. Unfortunately, this was the case during your cruise. These tanks exhaust to an area from which the odors at times enter the ship via open doors, verandahs, and vent intakes, depending on wind conditions, but our engineering department continues to review options to address the problem. We sincerely apologize for any discomfort this situation caused you.   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. A 15% bar service charge is added to all beverage purchases. This policy is common throughout the cruise industry and is clearly detailed in our brochures and on our website under “Shipboard Life”; nonetheless, we regret any displeasure with this facet of the cruise experience.   While we are happy to learn that you were given $150.00 onboard credit during your sailing as compensation for this issue, we would like to offer you additional onboard credits in the amount of $75.00 per person, $150.00 total. While the credits are valid for 2 years from the date of this communication, your cruise does not need to depart within this timeframe; you only need to have a new booking in our system by the expiry. The credits are connected to your Mariner numbers and will automatically apply to your next Holland America Line reservation, yet we do encourage you or your travel professional to verify this special offer at time of booking to ensure the record is properly noted.   I appreciate this opportunity to assist. Please call Guest Relations on 800-599-8256 if you have any further questions. Our phone lines are staffed from 8:00am and 2:30pm Pacific Time, Monday through Friday.   Kind regards,     Jen U[redacted] Special Advisor Office of the President

July 28, 2016
Mr. [redacted], FL 33146-1023
Email: [redacted]
 
RE: Case 1-[redacted]
       Booking: [redacted]
Dear Mr. [redacted],
 
Thank you for contacting the Revdex.com regarding your ms...

Oosterdam sailing. It’s disheartening to learn of the disappointment you encountered.
 
We are sorry to hear your luggage went missing while traveling to the ship and we certainly understand any frustration this may have caused. We do not own or control any airline and they are separate entities from Holland America Line; however, we offer guests the opportunity to purchase air tickets through us to provide a seamless travel experience from beginning to end. While we empathize with your frustration, per the Cruise Contract all guests agree to, we are not responsible for luggage lost or delayed by an airline. Please find this information below.
 
“Our relationship with airlines is that of an independent travel agent. We assume no liability for any acts or omissions of any airline including, without limitation, those involving cancellation of flights, schedule changes, re-routings, damage to or delay or loss of baggage, flight delays, equipment failures, accidents, pilot or other staff shortages, overbooking or computer errors. Accordingly, You will not have any right to claim or recover against us as a consequence of any act or omission of any airline. The liabilities and obligations of an airline to You, and Your rights against an airline, are subject to any and all terms and conditions of the airline's ticket and tariffs and any and all governmental laws and regulations bearing upon or otherwise relating to such rights, liabilities and obligations.”
 
We also understand you have requested a full refund for the cruise fare and air fare paid to Holland America Line. All services paid for were provided by us and therefore we are not in a position to provide a refund, as we see that you did complete your sailing with us. In contacting our shipboard Guest Services staff regarding your inquiry they noted that you did not mention lost luggage while aboard; nonetheless, we hope you will let us know if there’s anything we can assist you with at this time. Again, we are sorry for the frustrations you encountered and we trust the rest of your travels with us were enjoyable.
 
Thank you once more for bringing your comments to our attention. We hope we may have another opportunity to welcome you aboard again soon.
 
Kind regards,
Kellianne K[redacted]
Special Advisor
Office of the President

Good morning.The information provided by this guest is incorrect. The onboard account reflects $300 credit for passenger 1 and $50 credit for passenger 2. The $300 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.

February 10, 2017 Ms. [redacted] Email: [redacted]@comcast.net Revdex.com: Reference #[redacted] RE: Case [redacted]        Bookings: [redacted], [redacted] and [redacted] Dear Ms. [redacted], Thank you for contacting us regarding your cancelled ms Eurodam sailing. It’s...

disheartening to learn of the disappointment you and your party encountered. You’ve expressed concern regarding promotional fares that were offered for this sailing and we’re sorry for any discontent. As with most products and services, pricing is based on supply and demand and if a cruise is booking slowly, discounts or amenities may be offered in order to boost sales. Many travelers appreciate the benefits of booking early, such as guaranteed space and a wider selection of staterooms to choose from. Others may prefer to wait until closer to the sailing date and while this can sometimes result in a lower fare, it also means fewer choices regarding stateroom category and location. If a cruise is selling quickly guests who wait to book may find that prices increase rather than decrease, or the cruise may sell out completely. Ultimately, it is up to each individual traveler to determine when to book and what pricing they are comfortable with. We feel that we offer an outstanding product at a very competitive price and while we cannot make our special offers retroactive to all bookings on a sailing, we can assure you that the best discount available at the time of reservation was provided to you. Again, we regret your dissatisfaction and hope this information will be helpful in future trip planning. In addition, you were offered a complimentary 5-category upgrade from a VF-stateroom to a VA-stateroom. Because your bookings were made online under a non-refundable deposit and it was noted when your cancellation fees began, we cannot lower rates once we are within the cancellation structure. We also cannot offer a complimentary upgrade from a verandah to a signature suite as this would not be fair to our other guests who have paid full price.  As a gesture of goodwill, should you choose to re-activate your bookings, we can offer a discounted rate for a signature suite (SY-category) for an additional $300.00 per person instead of $600.000 per person, or you can move back to the VF-category and we can offer a $100.00 per person Future Cruise Credit. Please know these offers are subject to availability. Your travel profession need only contact us. Thank you again for contacting our office with your concerns, and we hope we will have an opportunity to welcome you and your party on board in the near future. Kind regards,   Christine F[redacted]Special AdvisorOffice of the President

July 27, 2017   Revdex.com Resolutions Consultant Attn: [redacted]   RE: Case [redacted]        Booking: [redacted]        Guests: [redacted]   Dear [redacted],   Upon review, Mrs. [redacted] sent similar correspondence...

directly to us on July 12, 2017 and a response was sent by email on July 13, 2017. Mrs. [redacted] can follow up on the email she received from us with any additional comments by email reply to [redacted]@hollandamerica.com.   Thank you again for contacting our office.   Best regards,     Jane J[redacted] Special Advisor Office of the President

January 4, 2016
Ms. [redacted]
RE: Case *-[redacted]
       Booking: [redacted]
Dear Ms. [redacted],
Thank you for contacting the Revdex.com regarding your ms Veendam sailing last year.
We were very concerned to learn that you remain unsatisfied...

with our previous response to your complaint about the handling of your son’s wheelchair and interactions with our staff. As you have been previously advised, Holland America Line affords equal opportunities to all individuals regardless of race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, veteran status, or moral, sensory, or physical disability. We regret that you feel your experience was otherwise, and assure you your experience has been documented for the reference of all relevant management. However, after thoroughly reviewing your issues, we remain unable to accommodate your request for a refund of your cruise. We are committed to guest satisfaction, and we truly hope that our decision in this matter will not cloud your impression of Holland America Line.
Thank you again for contacting our office with your concerns, and please let us know if we can be of further assistance.
Kind regards,
Connor N[redacted]
Special Advisor
Office of the President

Complaint: [redacted]I am rejecting this response because: They did not provide solution to the problem. Plus responded after the trip which as I suspected was horrible on top of me overpaying for this room I did not even recived a$25 on board credit plus they lost my reservation. This was a super disappointed vacation this is the last time me and my family and frinds relatives are ever travaling on this ship and company. Evryone was asking me about the trip and the new ship I could only tell them how horrible was vaction. Cheak out your feedbacks on this ship it berly has 3 stars don't worry I added my feedback there also. Holanad America Line and PPrincess cruice are the worst company in the world. I hope carnival cruises drops you from the fleet.Sincerely,[redacted]

December 22, 2016
Mr. [redacted]
Email: [redacted]@aol.com
 
RE: Case [redacted]
       Booking: [redacted]
Dear Mr. [redacted],
 
Thank you for contacting the Revdex.com your ms [redacted] sailing. We 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 promotion. However, there are many factors we must look at before we can reduce the fare on an established booking. For 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 only. These 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 period. In 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 category. Additionally, we do not offer price match options.
 
This policy does not change whether booked through a travel agency or directly through us. When you are booked through a travel professional you will need to contact them to make any changes to your reservation. This 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 available. You may contact them at 877-932-4259.
 
Thank you once more for bringing your comments to our attention. We look forward to welcoming you aboard the ms [redacted] in January.
 
Kind regards,
Kellianne K[redacted]
Special Advisor
Office of the President

RE: Case [redacted]        Booking: [redacted]
       Guests: [redacted]
Dear [redacted]
Thank you for contacting us again regarding your clients’ ms Eurodam sailing departing July 19, 2015. It is always troubling when a guest has a...

disappointing experience, and we will endeavor to incorporate this feedback into our planning and procedures. After again reviewing your clients’ concerns, we would like to offer a refund for the additional phone charges billed late to their credit card, and we hope this response will reflect our commitment to provide the most dependable service possible.
After reviewing your clients’ concerns, we would like to extend an additional refund to them in the amount of $61.86 total. This refund will be posted to the card used on board and should be complete in approximately 2 weeks.
Thank you again for reaching out to our department, and please let us know if we can be of further assistance.
Kind regards,
Lisa K[redacted]
Special Advisor
Office of the President

This is the response provided to these guests:
"Regarding your dissatisfaction with your assigned stateroom, we note that your booking was made under our guarantee program. Through this option, guests choose to book at a low rate with the stipulation that they may be assigned a stateroom in the...

category reserved, or upgraded to a higher category. Guarantee staterooms are assigned through an automated system, and may include wheelchair accessible cabins or spa suites and staterooms if available. Our system is unable to honor special requests when assigning staterooms under the guarantee program, and we suggest that guests who have specific wishes or needs pertaining to their accommodations should select a suitable stateroom from the ship’s deck plan and confirm it at the time of initial booking, with “no upgrade” noted.
                                        ...
Verandah spa suites are listed on the deck plan as part of the verandah category and are actually the 2nd highest category of Verandah staterooms that we offer. In terms of location, they are the highest staterooms on board. Aside from their location, guests in these rooms are offered spa amenities such as Yoga Mats, IPod Docking Stations, and easy access to the Greenhouse & Salon. And while they do not provide a full verandah, they do include the “Juliet” balcony and are considered an upgrade as noted in our guarantee program."
As the Guarantee Program worked as intended, the credit provided was to acknowledge this guests disappointment.

Complaint: [redacted]I am rejecting this response because: we cannot trust Holland America to provide safe food, a safe sleeping environment due to toxic fumes, or provide the balcony that we paid for. Chiefly among these problems is the safe food. Consuming gluten makes my sister violently ill. How would you feel if you were continually served food on a ship where there is no alternative source of food that can make you seriously ill and ruin your entire vacation?  We work hard to earn our vacation days and don't feel Holland America has proved that it would be a good use of our time to spend another vacation with you.  I can see from the other complaints received by Holland America on the Revdex.com website that you do refund money to dissatisfied customers.  In fact, I read from your customer service department response that the maximum allowable refund is 70% of the base fare. I didn't ask for 70%.  What I ask for is a cash refund instead of a future cruise credit.  I think the problems we experienced more than merit a refund of school me kind.  I request an explanation as to why you think these 3 serious problems do not merit a refund of any kind.  Sincerely,[redacted]

Good Morning. Please see response sent to Mr. [redacted] on May 27.
 
 
RE: Case 1-[redacted]
       Booking: [redacted]
Dear Mr. & Mrs. [redacted],
 
Thank you for the email regarding your ms Ryndam sailing on February 15, 2015. We are grateful that you...

have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
 
We are sorry for any discontent related to our Hotel Service Charge policy and understand that you believe you did not “agree to it” Please note that this aspect of your cruise experience is noted several times during your online check-in process prior to sailing. Our form asks you to initial that you understand this policy and that it is in place for all guests. 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. A 15% bar service charge is added to all beverage purchases. This policy is common throughout the cruise industry and is clearly detailed in our brochures and on our website under “Shipboard Life”; nonetheless, we regret any displeasure with this facet of the cruise experience.
 
Per your request, we have attached a copy of your final Onboard Summary.
 
Thank you once more for contacting our office and bringing your issues to our attention. Mariners like you are the core of our business and the reason we continue sailing, and we hope we will have another opportunity to welcome you on board in the very near future.
 
Best regards,
 
Nancy K
Special Advisor
Office of the President

Complaint: [redacted]I am rejecting this response because this is unacceptable for how frustrated I was the entire cruise as well as this period of tome following, not to mention how I was negatively treated on the cruise.  I am a doctoral student and this cruise was paid for with the last of my savings and it took a great deal of convincing from friends and family to take a vacation.  There is no chance or even any way of me booking a cruise within the next year being a student in debt.  That is also besides the matter.  I also have reviewed past complaints through Revdex.com and I have seen past customers being credited monetarily.  So, I find your claim of not being able to extend monetary compensation false.  I am extremely upset with how I have been treated in this process and the stress it has caused me to keep filing complaints for money that was very hard earned of mine and when I believe my boyfriend and I deserved to rest well and enjoy our vacation, the last one for many years now with my student financial situation.  I appreciate you actually responding to me, but I will not accept this offer because it does nothing for me or my significant other and you know that.  Especially with us being clear we have no intentions of giving Holland America a second chance, not after this experience.  I hope we can work some agreement out because I have been speaking to a small claims court attorney about my further options in this case.Sincerely,[redacted]

February 9, 2017
Mr. [redacted]
Email: [redacted]@aol.com
 
RE: Case [redacted]
       Booking: [redacted]
Dear Mr. [redacted],
 
First and foremost, we apologize for our delayed response and we appreciate your patience.
 
We regret your additional frustration regarding pricing and promotional fares. We note you had requested a full refund prior to your sailing due to lower prices you found online. As it states on the attachment you have posted, the offer by Priceline is a “Past Passenger Rate” also referred to Holland America Line as a Mariner promotion. Our records show your booking was made under our Advantage fares which are different promotional rates than the Mariner promotion and both rates were offered on this sailing.
 
Please know, multiple promotions and pricing schedules can be offered on the same sailing. Different promotional fares will offer different amenities and we are very sorry if you feel this was not properly explained to you. As previously mentioned, our reservations agents are willing and able to discuss all promotional options at the time of booking to provide you with the best available offer. Additionally, while pricing and availability is always subject to change, we are always happy to review when pricing changes and this opportunity was made available to you prior to sailing. Again, we regret your disappointment with promotional fares and we strongly encourage you to work with our reservations agents in the future so we may provide you with the best available offer.
 
Thank you again for providing your feedback and we look forward to the opportunity to welcome you aboard again in the future.
 
Kind regards,
Kellianne K[redacted]
Special Advisor
Office of the President

October 5, 2016
 
Revdex.com: [redacted]
 
Dear Ms. [redacted],
 
Thank you for contacting us regarding your cancelled ms Noordam Land+Sea Journey. We most wholeheartedly apologize for our delayed response and appreciate your patience.
 
Again, Ms, [redacted], we have researched our records and our phone conversation logs. In our logs you said you were going to visit family in Anchorage and then meet the tour in Fairbanks where the tour began. In 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 Travel. If 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 5727.
 
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 mind. While 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

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

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