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Windstar Cruises Reviews (8)

Business response taken over the phone Spoke with Ashley at [redacted] ***(12/19/at 12:33pm) She states that they will offer the Guest a future cruise voucher, to be paid in cashWe will contact the guest tomorrow, 12/20/

I’ve reviewed the complaint, and am happy to offer a response to the guest’s issues at hand Consumer’s Original Complaint:Windstar did not fulfill advertised guaranties:• Lowest price• Shipboard creditwww.windstarcruises.com/specials/“Customer service is truly degrees from ordinary – it was extraordinarily poor for meAs soon as Windstar received my payment, all of the advertised promises are not honored.” Windstar Response: Windstar Cruises offers a variety of promotions throughout the yearWhen you book early, you can take advantage of early booking discountsAs time goes on and we get closer to the departure date, the promotions change; early-booking discounts are gone, and standard cruise fare comes in to playLater, the price may go up again, but will now include amenities, like a complimentary alcoholic beverage package, or a free hotel accommodationThen, sometimes we have short, “one-week sales” or a “flash sale”, in which no amenities are offered, and the price is vastly reducedJust like any other company selling a product, we have a standard fare, and occasionally, we have special salesIf a guest does not book their cruise during a special sale, they cannot be guaranteed the special rateAdditionally, shipboard credit (sbc) is never a regular amenity when booking a Windstar cruiseSometimes, sbc is offered from a travel agent, or as a special offer for booking now, but it should never be expectedHowever, looking at the reservation, I see a goodwill gesture of a shipboard credit in the amount of $was added to her booking on November 29th, As a courtesy to our guests who are already booked on a cruise with us, we do allow them the opportunity to reprice their already purchased vacation package, should a sale come outHowever, there are terms and conditions to this good will gestureYou may reprice your cruise with us, as long as you are not in the cancellation/penalty windowPlease see below for information on the “cancellation window” CANCELLATION POLICY Each booking cancelled before days prior to travel will be subject to a $per person cancellation feeA full refund (except for the amounts paid for a Cancellation Protection Plan and the $per person fee) will be made for written cancellations received by Windstar Cruises at least days prior to the date on which you are to commence travel by any mode of transportation booked through Windstar Cruises (air, sea, or land)Guests who cancel after that date for any reason, including medical or family reasons, are subject to the following cancellation schedule:120-days before commencing travel – 15% of gross fare (deposit)89-days before commencing travel – 35% of gross fare59-days before commencing travel – 50% of gross fare29-days before commencing travel – 100% of gross fareGiven that the resale of canceled space will likely result in a lost opportunity to sell the space, these fees are due regardless of resale This information is on all cruise invoices guests receive when booking their vacation or making any change to their reservation, on the windstar website (link here), it’s in our passage contract, which is online (link here) and also sent in their final passenger cruising documents, which are sent 30-days before embarkation Windstar Cruises recently implemented a new policy and extenuating good will gesture to our guests: If you have paid in full for your cruise, AND are in the cancellation window, we can still reprice the vacation for you, but the savings you would have received will go back to you in either a future cruise credit, a complimentary upgrade, shipboard credit, or other possible amenity; no monetary refunds will be given, though, for this type of rate protection On another note, in reviewing the guest’s reservation, I see Ms [redacted] travelled as a single guestPlease be advised that all fares are established at double occupancyWhen guests travel solo, we do not require them to pay 200% of the fare, as would normally be the case in a double occupancy stateroom, but instead we offer the fare at 175% I’m currently reviewing the rate Ms [redacted] paid, versus the last sale that ran for her cruise (sailed on Star Breeze, January 14th – 21st, 2017)I can see that there was no change in fare the cruise and suite she boughtShe might have been confused about the single supplementThe last minute special fares for this voyage read “$1599pp @ double occupancy” (on the windstar website); that would have been $2,for a single occupantMs [redacted] actually paid a reduced special single fare, of only $ Further on this investigation of pricing, I reviewed the booking notes from one of the Vacation Planning Supervisors who spoke with the guest, and can see their conversation is in line with my assumption that she was confused about the single supplementPlease see notes here from conversation with Supervisor, Ashley K [redacted] December 29th, – days from departure: “TOOK [supervisor] CALL FROM ADAM [voyage service agent]SPOKE WITH [redacted] AND ADVISED THAT THE SINGLE SUPP RATE SHE IS BOOKED AT IS BETTER THAN ANY OF THE GOING RATES CURRENTLY BEING OFFEREDSTAR PERK IS MORE AND NAUTICAL BUT NICE BASE FARE IS SHE WAS NOT HAPPY AND TOLD ME SHE WANTED TO CANCELI ADV SHE WOULD BE IN FULL PENALTY.” We do apologize that our Voyage Service Agent, or our Supervisor could not explain this in a way the guest could understandThere was not a lower price available we could switch to, nor was there anything she was deniedShe had the best possible fare: one she took advantage of in November when she booked the cruise Consumer’s Desired Resolution:At a minimum:• Refund the difference with lowest advertised price for my itinerary• Move me to a mid-ship as it was advertised for the same “lowest” price• $shipboard credit Windstar Response: As the price only increased, and did not decrease at all from what she paid, there was never an existence of the lower fare she is hoping for The guest already cruised, and thus we cannot move her to a midship cabin This complaint does not warrant any recompense, as the guest already had a lower fare than what was currently being offered in December Kind Regards, Jillian MW [redacted] - [redacted]

This message is in response to the guest's rejection letter We regret Ms [redacted] is dissatisfied with her Vacation Planning experience As previously advised, the letters from the Revdex.com were not received due to the messages being quarantined and unable to be openedOnce an employee of the Revdex.com called Windstar's Guest Relations, we worked to get the message received, and responded to within hours The information provided by Windstar Cruises both before the cruise, and now, remains correctThe guest was not over charged, she paid the correct amount, and had the best price possibleWhile multiple people, on separate occasions have attempted to calmly explain this the pricing, promotions, and value Ms [redacted] was receiving when booking her cruise, it appears we are still having a communication barrier It should also be noted that the guest held a courtesy option on the reservation on November 28th, 2016, received an invoice with all the financial information that matched the conversation she had with the agent who assisted her, and the next day on November 29th, agreed to the pricing and paid in full for her cruiseMore invoices were sent showing the booking now in confirmed status, and the payment made in full, for the correct, low, special pricing offerA month later, there was a sale that came out, but it was not as good as the price Ms [redacted] had booked in the previous monthTherefore, she had the best price possible Furthermore, Ms [redacted] was in the cancellation window (days from departure: January 14th, 2017) when she booked her cruiseWhile there was no lower price ever in existence for her personal booking, had there been, we still could not have repriced and given her the cash back differenceBecause she was in the penalty window, we could extend a good will gesture and offer her the price difference between the fare paid and the new sale price in the form of a future cruise credit (if there was a lower price for her)As the facts show, though, this was never a possibility, so there was never anything Windstar could offer as a gesture to her We truly understand that our guests are always looking for the lowest fare possible, and are happy to extend courtesies to help accomplish this and offer our guests the best valueHad there ever been that opportunity available for Ms***, we surely would have honored it

Complaint: ***I am rejecting this
response because: I want to get my full refund because my friend and I got sick due to the heavy painting and heavy cleaningThe boat should not be doing this heavy cleaning and painting work while there are people on boardI also complaint because someone was hammering early in the morning and I could not sleep until late because so much noiseSometimes I try to call for hour service food and they told me it was too lateI had renitis, cough and red eyesThe person who sold me this trip told me that your company should not be doing this heavy work and project with people on boardThe last night could not sleep because they were making so much noise all nightSome parts of the boat were closed because they were doing this heavy cleaning and paintingSome other people in this trip were going to complaint about this issuesI could not get out of the boatThe air conditions vents were bringing all that paint smellI was not happy with the serviceI do not want to go on another cruise with windstar due to the poor experienceThere were not good showsThe kitchen and the dining room were closed to earlyI need help with this claimThis heavy painting of varnish, paint and fixing the flooring were not the right thing to do in the middle of the ocean with people on boardThe toilet was not clean when I got on boardThere was not hot water in the showerThe toilets also did not work properlyMany more issues were brought up to their attentionSomething needs to be done about this issues This heavy paint could poison the food and guests could have been killed or get ill by food poisoning.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I also regret my dealings with Windstar and as previously stated (not only by me) Windstar representatives will find an excuse not to honor promises published in Windstar solicitation e-mails and/or website
WINDSTAR FARE PRICE ASSURANCE POLICY: Guests who purchase a cruise on Windstar will be eligible for reimbursement upon request if the fare published by Windstar for their specific departure and cabin class is reduced after they have made a booking and deposit, and if the request is received by Windstar at least seven (7) days prior to sailingThe reimbursement will be provided in the form of a shipboard credit, upgrade, fare reduction, or a future cruise creditWindstar will determine the form of reimbursement, and the amount of reimbursement will be the difference between the fare actually paid by the guest and the published fare on WindstarCruises.com the day the request is receivedGuests who select reimbursement will be eligible for any complimentary inclusive features (e.g., hotels, air, tours) associated with the new fare and will forfeit any complimentary inclusive features associated with the original fareAll requests for reimbursement must be made directly to Windstar Cruises at *** (during regular reservations hours) at least seven (7) days prior to sailingWindstar’s new fare price assurance policy took effect with new bookings made on or after June 27, Windstar reserves the right to modify or terminate this policy at any time for bookings not yet made
I also am attempting calmly explain advertisement, pricing, promotions, and values while attempting to overcome perceived communication barriersWait, Windstar builds communication barriers as soon as I paid in full for my cruiseMy attempts to directly communicate with the company failed after Windstar charged my credit card even though I fulfilled underlined above requirements for WINDSTAR FARE PRICE ASSURANCE POLICYIt is absolutely correct, I held a “courtesy option” on my reservation for hrs in order to find the best possible airfare, and yes I paid in full for my cruiseA month later, I called, talked and wrote to Windstar representatives expecting as a minimum a courtesy call or note from Windstar… should I be hoping?
Furthermore, I am very disappointed to hear you “still could not have repriced and given her the cash back difference” (I did not ask for cash back, but because I already returned from the cruise, cash would be preferable)
I assume, as there was never anything Windstar could offer as a gesture to me, Windstar will not be disappointed to see me or anyone who relies on my opinions about traveling as a guest of their cruises under current management… unless you will start honoring your promises
Good day
Sincerely,*** ***

Business response taken over the phone. 
 
Spoke with Ashley at 206 [redacted]. (12/19/2016 at 12:33pm)  She states that they will offer the Guest a future cruise voucher, to be paid in cash. We will contact the guest tomorrow, 12/20/2016.

I’ve reviewed the complaint, and am happy to offer a response to the guest’s issues at hand.
 
Consumer’s Original Complaint:Windstar did not fulfill advertised guaranties:• Lowest price• Shipboard creditwww.windstarcruises.com/specials/“Customer service is truly 180 degrees from ordinary –...

it was extraordinarily poor for me. As soon as Windstar received my payment, all of the advertised promises are not honored.”
 
Windstar Response:
Windstar Cruises offers a variety of promotions throughout the year. When you book early, you can take advantage of early booking discounts. As time goes on and we get closer to the departure date, the promotions change; early-booking discounts are gone, and standard cruise fare comes in to play. Later, the price may go up again, but will now include amenities, like a complimentary alcoholic beverage package, or a free hotel accommodation. Then, sometimes we have short, “one-week sales” or a “flash sale”, in which no amenities are offered, and the price is vastly reduced. Just like any other company selling a product, we have a standard fare, and occasionally, we have special sales. If a guest does not book their cruise during a special sale, they cannot be guaranteed the special rate. Additionally, shipboard credit (sbc) is never a regular amenity when booking a Windstar cruise. Sometimes, sbc is offered from a travel agent, or as a special offer for booking now, but it should never be expected. However, looking at the reservation, I see a goodwill gesture of a shipboard credit in the amount of $100 was added to her booking on November 29th, 2016.
 
As a courtesy to our guests who are already booked on a cruise with us, we do allow them the opportunity to reprice their already purchased vacation package, should a sale come out. However, there are terms and conditions to this good will gesture. You may reprice your cruise with us, as long as you are not in the cancellation/penalty window. Please see below for information on the “cancellation window”.
 
CANCELLATION POLICY
 
Each booking cancelled before 120 days prior to travel will be subject to a $50 per person cancellation fee. A full refund (except for the amounts paid for a Cancellation Protection Plan and the $50 per person fee) will be made for written cancellations received by Windstar Cruises at least 121 days prior to the date on which you are to commence travel by any mode of transportation booked through Windstar Cruises (air, sea, or land). Guests who cancel after that date for any reason, including medical or family reasons, are subject to the following cancellation schedule:120-90 days before commencing travel – 15% of gross fare (deposit)89-60 days before commencing travel – 35% of gross fare59-30 days before commencing travel – 50% of gross fare29-0 days before commencing travel – 100% of gross fareGiven that the resale of canceled space will likely result in a lost opportunity to sell the space, these fees are due regardless of resale. 
 
This information is on all cruise invoices guests receive when booking their vacation or making any change to their reservation, on the windstar website (link here), it’s in our passage contract, which is online (link here) and also sent in their final passenger cruising documents, which are sent 30-60 days before embarkation.
 
Windstar Cruises recently implemented a new policy and extenuating good will gesture to our guests: If you have paid in full for your cruise, AND are in the cancellation window, we can still reprice the vacation for you, but the savings you would have received will go back to you in either a future cruise credit, a complimentary upgrade, shipboard credit, or other possible amenity; no monetary refunds will be given, though, for this type of rate protection.
 
On another note, in reviewing the guest’s reservation, I see Ms. [redacted] travelled as a single guest. Please be advised that all fares are established at double occupancy. When guests travel solo, we do not require them to pay 200% of the fare, as would normally be the case in a double occupancy stateroom, but instead we offer the fare at 175%.
 
I’m currently reviewing the rate Ms. [redacted] paid, versus the last sale that ran for her cruise (sailed on Star Breeze, January 14th – 21st, 2017). I can see that there was no change in fare the cruise and suite she bought. She might have been confused about the single supplement. The last minute special fares for this voyage read “$1599pp @ double occupancy” (on the windstar website); that would have been $2,798.25 for a single occupant. Ms. [redacted] actually paid a reduced special single fare, of only $1998.00.
 
Further on this investigation of pricing, I reviewed the booking notes from one of the Vacation Planning Supervisors who spoke with the guest, and can see their conversation is in line with my assumption that she was confused about the single supplement. Please see notes here from conversation with Supervisor, Ashley K[redacted].
 
December 29th, 2016 – 16 days from departure:
“TOOK [supervisor] CALL FROM ADAM [voyage service agent]. SPOKE WITH [redacted] AND ADVISED THAT THE SINGLE SUPP RATE SHE IS BOOKED AT IS BETTER THAN ANY OF THE GOING RATES CURRENTLY BEING OFFERED. STAR PERK IS 800.00 MORE AND NAUTICAL BUT NICE BASE FARE IS 1730.75
 
SHE WAS NOT HAPPY AND TOLD ME SHE WANTED TO CANCEL. I ADV SHE WOULD BE IN FULL PENALTY.”
 
We do apologize that our Voyage Service Agent, or our Supervisor could not explain this in a way the guest could understand. There was not a lower price available we could switch to, nor was there anything she was denied. She had the best possible fare: one she took advantage of in November 2016 when she booked the cruise.
 
Consumer’s Desired Resolution:At a minimum:• Refund the difference with lowest advertised price for my itinerary• Move me to a mid-ship as it was advertised for the same “lowest” price• $400 shipboard credit
 
Windstar Response:
As the price only increased, and did not decrease at all from what she paid, there was never an existence of the lower fare she is hoping for.
The guest already cruised, and thus we cannot move her to a midship cabin
This complaint does not warrant any recompense, as the guest already had a lower fare than what was currently being offered in December.
 
 
Kind Regards,
 
Jillian M. W[redacted]
[redacted] - [redacted]

This message is in response to the guest's rejection letter.
We regret Ms. [redacted] is dissatisfied with her Vacation Planning experience.
As previously advised, the letters from the Revdex.com were not received due to the messages being quarantined and unable to be opened. Once an employee of the Revdex.com called Windstar's Guest Relations, we worked to get the message received, and responded to within 48 hours.
The information provided by Windstar Cruises both before the cruise, and now, remains correct. The guest was not over charged, she paid the correct amount, and had the best price possible. While multiple people, on separate occasions have attempted to calmly explain this the pricing, promotions, and value Ms. [redacted] was receiving when booking her cruise, it appears we are still having a communication barrier.
It should also be noted that the guest held a courtesy option on the reservation on November 28th, 2016, received an invoice with all the financial information that matched the conversation she had with the agent who assisted her, and the next day on November 29th, agreed to the pricing and paid in full for her cruise. More invoices were sent showing the booking now in confirmed status, and the payment made in full, for the correct, low, special pricing offer. A month later, there was a sale that came out, but it was not as good as the price Ms. [redacted] had booked in the previous month. Therefore, she had the best price possible.
Furthermore, Ms. [redacted] was in the cancellation window (120 days from departure: January 14th, 2017) when she booked her cruise. While there was no lower price ever in existence for her personal booking, had there been, we still could not have repriced and given her the cash back difference. Because she was in the penalty window, we could extend a good will gesture and offer her the price difference between the fare paid and the new sale price in the form of a future cruise credit (if there was a lower price for her). As the facts show, though, this was never a possibility, so there was never anything Windstar could offer as a gesture to her.  
We truly understand that our guests are always looking for the lowest fare possible, and are happy to extend courtesies to help accomplish this and offer our guests the best value. Had there ever been that opportunity available for Ms. [redacted], we surely would have honored it.

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