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Initial Complaint
09/13/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In the spring of 2020, we paid $22,400.00 for a ***** ***** cruise with American Cruise Lines' subsidiary, ***** ** *** *** Cruises (same address) to sail in July 2020 . Cruise was cancelled because of Covid 19. Rather than refund our money, cruise line wanted us to leave our funds "on deposit" for a voucher for a ***** ***** cruise in 2021. We agreed to do that but same thing happened in 2021. Cruise was cancelled so cruise line then wanted us to leave our funds "on deposit" for a cruise in 2022. We are vaccinated and boosted but in 2022 we caught mild Covid and had to cancel. So, we wanted to use our voucher for next year, ***** ***** in 2023. Cruise line refused and now intends to confiscate our $22,400! We think this is outrageous. At a minimum, they should return our money. They refuse. In our opinion, this borders on felony theft - taking $22,400 of someone else's money for nothing.
Business response
09/16/2022
******* ********* ****** ******** ******* **** ** ****** **** ********* ** ***** *** *** ******* ******** ** ************ ***** *** **********
We have received and reviewed the complaint submitted by Mr. ******* ********. We thank him for his time in detailing his concerns.

We have reviewed Mr. ********’s booking, and believe it was handled within the policies governing it at the time of their cancellation. The ********’s opted for Cruise Vouchers in June of 2020, received 125% of their cruise fare in the form of vouchers, and redeemed those vouchers toward another trip with us. As they had selected vouchers, they must remain to ensure consistency in the application of our policy to all guests. This is done in fairness to all guests and to ensure that each reservation is handled appropriately. Their vouchers are available for any cruise with Pearl Seas Cruises or our affiliate company through December 31, 2022.

While we regret the ********s were unable to sail with us, their reservation was handled in accordance with Pearl Seas Cruise’s cancellation policy. The Cancel for Any Reason Protection Plan was declined by the ********’s and we have no knowledge about any third-party travel insurance they may have. The Cruise Vouchers are transferrable and we are hopeful that we may welcome the ********s or their friends aboard.

Sincerely,

Pearl Seas Cruises
Initial Complaint
09/01/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 5, 2019, ****** and ******* ***** paid $1780 towards the cruise *********, scheduled to depart on May 22, 2020. On March 09, 2022, 74 days before the cruise, my father contacted American Cruise Lines via the email in the cancellation policy ([email protected]) stating that due to his age (90 years old) and health, his doctor had advised him to not go on the cruise, and that he wanted a refund. On March 11, he forwarded that same mail to ********************************** **dicating that he wanted a refund. Per the refund policy, he was entitled to 90% money-back refund, less a $250 per person Cancellation Administration Charge. He should have been sent a check for (.9 x $1780) - $250 - $250 = $1602 - $500 = $1102. According to Customer Service at American Cruise Lines, someone from American Cruise Lines Cancelation team called my father to convince him to take vouchers instead of the refund, because if he was to get a refund, it would only be $500 (not the correct amount per their cancellation policy, but the amount that Jeffery, a customer service supervisor stated was the amount the refund should be), but if he would take a voucher, it would be worth the $1780 he had paid, and good through December of 2021. My father was lied to by the agent who called on March 13, and given a low-ball refund amount so that my father would take the vouchers instead. He should have simply been given the requested refund, rather than coerced into taking the vouchers. American Cruise Lines can't even provide any proof that my father accepted the vouchers, as the only documentation they have is what the agent wrote in the notes for the reservation. He has no other follow-up emails from American Cruise Lines outlining the voucher, or its requirements. The only other emails he has received from American Cruise Lines since his March 11 email have been marketing emails for new cruises.
Business response
09/07/2022
****** ******** ******* **** ***** ******* ********* ** ****** **** ********* ** ***** *** *** ******* ***** ** ****** ** *** *** **** ****** ***** ** **** ******** ***** *** **********

We have received and reviewed the complaint submitted by Mr. ******* *****. We thank him for his time in detailing his concerns.

We have reviewed his father ****** ****** booking, and believe it was handled in accordance with American Cruise Lines’ cancellation policy. While we regret the *****’ were unable to sail with us, their ticket contract is bound by the Terms & Conditions of Passage. The cancellation from Mr. ***** was received 72 days prior to embarkation date, and under the cancellation policy, Mr. ***** is entitled to a refund of $400.

I hope that you can appreciate that we must be consistent in the application of our policies. We hope that we may welcome the *****’ aboard in the future.

Sincerely,

American Cruise Lines
Business response
09/21/2022
Good Morning,

On 9/20/2022, American Cruise Lines has approved and generated a check for $400.00 which will be sent directly to Mr. ****** *****. Please allow time for delivery and receipt.
Sincerely,
American Cruise Lines
Customer response
09/29/2022
***** ******* ***** ************************ ***** ********* ********* *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

Thanks for your email.

I had not responded, as the check they said they issued has not yet arrived.

It must be forwarded from my parents home address to their new address.

Please keep this open until I can confirm the check has been received and cashed.

****
Business response
10/10/2022
Mr. Henderson,
Check #****** was printed and sent on September 29th, 2022 to the following address listed on their reservation file:
*** ****** ***** ***** * **** *** * ************* ** *****
Our Accounting department has confirmed that this check has not been cashed yet and we ask to please inform us of an updated address if the one on file is incorrect.
Thank you,
American Cruise Lines
Initial Complaint
08/30/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***** *** ******* cruise, cost for 2 people=$17,600 Acct.#******** Dates July 23 to Aug. 2, American Constitution ship Here are some unpleasant events which took place during that cruise. 1. No WIFI available aboard 2.The excursion director was often confused about what would happen the next day. He never took notes when people approached him about changes they wanted for their excursion schedule. Thus he often did not follow through on these. We missed out on a trolley tour the last day due to his disorganization. 3.There seems to be no system for knowing where your passengers are...no ID card scanned when boarding or leaving the ship. One of our friends was almost left behind because departure time was changed while she was ashore. 4.Our toilet would not flush for the first 3 0r 4 days until they finally replaced the toilet. That did not work properly either...not actually flushing until 5 min. after pushing the flush button. When I awoke I would put my coat over my pjs to go down to the first floor public powder room. Very stressful. Also our toilet had a very bad odor coming from it--like a portable potty. 5.Next to our room was a door which led outside to an area the crew used for their breaks. That door slammed shut all day long beginning at 6am. We asked several crew about this and were told twice that it would be fixed immediately-it never was. 6.The biggest problem is that we both returned home with Covid. The day we returned home we both tested positive. During the cruise we were told twice by one of the entertainers that there was Covid aboard. We expected some sort of announcement or information to be forthcoming. However, we were never officially told this nor did the crew take any precautionary measures like wearing masks. I masked every day and sanitized whenever using ship facilities. We were very disappointed with our experience with American and would never book a cruise with you again. We feel we deserve a refund
Business response
09/14/2022
****** ******** ******* **** ***** ******* ********* ** ****** **** ********* ** ***** *** **** **** ******* ** ************ ***** *** **********
We have received and reviewed the complaint submitted by Mrs. **** ******** We thank her for her time in detailing her concerns.

Mr. and Mrs. ******* confirmed an 11 day cruise aboard the American Star for the ***** *** ******* Cruise, embarkation date July 23, 2022, and disembarkation date August 2, 2022. The ******** remained onboard the entire cruise. The cruise received high satisfaction scores, indicating that their experience is not indicative of a larger issue. We strive to exceed expectations on every cruise and regret that we fell short of theirs.

We would appreciate the chance to earn their business and would be glad to provide them a discount on a future cruise to welcome them back on board. We are confident they will not experience a similar situation should they cruise with us again. As this is a customer service issue, we recommend that they contact them directly with this offer in hopes that we can resolve this matter.

Sincerely,
American Cruise Lines
Customer response
09/15/2022

Complaint: ********

I am rejecting this response because: Many other people on the cruise expressed similar complaints to us when we would talk with them. I cannot believe that you received only positive feedback.
I would not wish to go on another cruise on American Cruise Lines since there were so many stresses on the last one.

Sincerely,

**** *******
Business response
09/21/2022
**** *** **********
We thank Mrs. ******* for informing us of guest comments during the cruise and encourage others to submit their survey responses. We regret that we have been unable to resolve this to her satisfaction, but continue to believe that we have handled it appropriately given all the feedback about the cruise. We would welcome the opportunity of having Mrs. ******* back onboard in the future and stand behind our previous offer to provide her with a discount on a future cruise. We always strive to exceed expectations and regret that we have not met hers.

For further assistance, they may contact a Cruise Specialist ###-###-####.

Sincerely,

American Cruise Lines
Customer response
09/21/2022

Complaint: ********

I am rejecting this response because:
I would not like to cruise ever again with American as it was very stressful due to the large number of complaints.

Sincerely,

**** *******

PS I did send my reply several days ago.
Initial Complaint
08/16/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Thursday, June 30,2022 My husband and I were to go on the ACL 5 day ******** ***** Cruise. we arrived in ******** ** on Wednesday afternoon at the ******* *** ** ****** ******. Unfortunately, my husband passed away that night/morning (pm on 29th/am on 30th). As one can imagine, this was a horrific ordeal for me. The staff at the hotel were so kind and at one point a representative of ACL came to the room to see if he could help me, get coffee or food. He did offer condolences and he asked if I was going to go on the cruise. I said "No" and he left and shortly returned with some toast for me. He told me not to worry, "everything would be taken care of". I took him at his word. I can supply you with his name and telephone number. at that point the police were still there and the ME as well. I have everyone's name and phone numbers. I called my brother and gave him the information (confirmation) of the cruise and he said he would call/contact ACL as well. We had the "cancel anytime contract protection " which is $1340.00 plus other trip insurance with another company. We paid a deposit $1000.00 and on March 29, 2022 remaining balance of $12,840.00 I have contacted **** to have them represent me in a refund. I did call ACL 3 times on July7,2022 and emailed them per instructed by a representative (***************************************) No response from them at all! I do not want a cruise credit . I feel a full refund is necessary. What happened was an extraordinary event ! I have the death certificate and can provide other info if needed. Cruise ****. Book ******** Please help me settle this . It is too tragic an event to have to fight for what is the honorable thing to do! ********* ******
Business response
08/19/2022
****** ******** ******* **** ***** ******* ********* ** ****** **** ********* ** ***** *** **** ********* ****** ** **** ******** **** *** **********
We have received and reviewed the complaint submitted by Mrs. ********* ****** and we thank her for taking the time to detail her concerns. We wish to extend our condolences on the loss of her husband.

According to our ******** ******* ******t, a credit card dispute was initiated by Mrs. ********* ******. One dispute was submitted for the initial $1,000.00 deposit, and another for final payment of $12,840.00. Both of these disputes were closed and the card member was refunded as the charge was reversed on the original form of payment.

Sincerely,
American Cruise Lines
Customer response
08/25/2022

Better Business Bureau:

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

Sincerely,

********* ******
Initial Complaint
06/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
April 6,2022 paid $13340.00 to American Cruise Lines for **** ******** * ***** ***** cruise from June 8, 2022 thru June 16, 2022 Booking # ******** for ****** ******** & Ms ***** *****. ****** ******** had heart attack 5/31/2022 & dual bypass surgery on 6/3/3022. ****** emailled American Cruise Lines 6/2/2022 of inability to attend cruise along with ***** *****. ******** ****** ****** ** provided signed documents of bypass procedure available for American Cruise Lines! On or about June 15, 2022 R ******** phones American Cruise Lines & was told that the refund is being reviewed & refund should be refunded in late June. After follow up call today (6/28/2022) was told no refund and or credit for future cruise!!! If no cash refund, would like full credit to same trip in June 2023 at same $13340.00 they has use of for over year!!!
Business response
07/06/2022
****** ******** ******* **** ***** ******* ********* ** ****** **** ********* ** ***** *** *** ****** ******** ** ************

Dear Mr. *********,

We have received and reviewed the complaint submitted by Mr. ****** ********. We thank him for taking the time to detail his concerns.

We have reviewed Mr. ********’s booking, and believe it was handled within the policies governing it at the time of their cancellation. While we regret the ********s were unable to sail with us, their reservation was handled in accordance with American Cruise Lines’ cancellation policy. We do not involve ourselves in medical decisions or attempt to make medical assessments, but we do offer a Cancel For Any Reason (CFAR) product to cover any situation for which a guest may be unable to travel. The ********s declined CFAR, and providing a refund as if it had been purchased would undermine our products, as well as the travel insurance industry. We have no knowledge about any third-party travel insurance they may have purchased, we recommend they contact their insurance company if they did. Their reservation was still active in our system, and their stateroom sailed empty.

We are empathetic to their situation and stand behind our offer to welcome them aboard in the future. I hope that you can appreciate that we must be consistent in the application of our policies. They may apply the $250 per person administrative charge toward a future cruise booked within one year of the cancellation date. We hope that this resolves the issue.

Sincerely,
American Cruise Lines
Customer response
07/08/2022

Complaint: ********

I am rejecting this response because: Thank American Cruise for timely response. I do understand the policy but am asking CONSIDERATION from American Cruise for the $13340.of my payment for a cruise I am unable to fulfill due to an act of God! I would respectfully ask for American Cruise commitment to honor the $13340 for 1 year (JUne 8, 2023) for same cruise at same price for ** ***** and I. I should be thru heart rehab by then, and if healthy enough would have choice of doing cruise. American Cruise would have use of my $13340 since April 2022!!! I will be 76 1/2 by that date I respectfully ask for American Cruise CONSIDERATION!!!

Sincerely,

****** ********
Initial Complaint
05/23/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother-in-law ***** **** ***** cancelled my reservation on May 13th because my mother passed away and I was not sure if I was going to be able to do this cruise and she was under stress to confirm our reservations. She had bought travel insurance, but they said they could only transfer the amount paid to my husband's balance and a credit of $300 was issued. I called on May 16th to reinstate my reservation since I was able to make it after all and they made me pay $1800 to reinstate my reservation. What is travel insurance for if it does not help with these types of issues? We would like them to credit me back the $1800.
Business response
05/26/2022
*** *** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** **** ********* ******* ** *** ******** **** *** ***********************
We have received and reviewed the complaint submitted by Mrs. ********* *******. We thank her for her time in detailing her concerns. Mrs. ******* canceled her reservation aboard the American Melody 15 days prior to departure under the terms of the Cancel For Any Reason Protection Plan and was refunded the correct amount under the plan. Three days later Mrs. ******* rebooked a cruise that had nominally different pricing and she purchased another Cancel For Any Reason Protection Plan for that booking.
Mrs. *******’s reservation was handled correctly and I hope that you can appreciate that we must be consistent in the application of our policies. This is done for fairness to all guests and to ensure that each reservation is handled appropriately. We hope this resolves the issue and we look forward to welcoming her on board tomorrow.

Sincerely,
American Cruise Lines
Customer response
05/27/2022

Complaint: ********

I am rejecting this response because:they made buy the travel insurance again even though I did not want to. that would save me $1000.

Sincerely,

********* *******
Initial Complaint
04/20/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My 79-year-old mother booked a cruise for both her and my father departing April 15, 2022. The day before the cruise date, my father began having complications with uncontrollable bleeding caused from blood medications he has been taking after his heart bypass. On April 15th I spoke with Deanna (customer service) regarding my parents needing to cancel their cruise due to my father’s heart condition. Deanna’s supervisor Kylie told her they are unable to refund the $10,000 because my 79-year-old mother supposedly declined the insurance option. I understand there are reimbursements for unforeseen medical conditions under the “Trip Cancellation and Trip Interruption Benefits” so I am respectfully requesting a full refund. I also understand a voucher may be given but due to the nature of my father’s medical condition, it won’t be possible. I appreciate your time and understanding in refunding them their $10,000. Enclosed is his heart doctor’s note advising him not to travel. Respectfully, ******* ********
Business response
05/17/2022
***** *** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ******* ******** ** ****** ** ***** *** ******* ****** ** **** ********
Dear Ms. Pillarella-Moscaritolo:

We have received and reviewed the complaint submitted by Ms. ******* ******** on behalf of ***** and ******* ******. We thank her for her time in detailing her concerns.

Mr. and Mrs. ****** confirmed the ***** *********** Cruise aboard the ******** ******* embarkation date April 15, 2022, and disembarkation date April 22, 2022. Their reservation was still active in our system, a cancellation notice was not received, and their stateroom had to sail empty. The ******’s declined to purchase our fee waiver plan and if they purchased travel insurance from a third party, we recommend that they contact their insurance company. Providing a refund in violation of our terms would undermine both our own product and the larger travel insurance industry.

We would welcome the opportunity to have the ******’s aboard in the future and would like to extend a 20% discount toward any 7 night cruise booked by June 30, 2022. If you are interested in discussing further, please contact a Cruise Specialist at ###-###-#### for assistance.

Sincerely,

American Cruiselines
Customer response
05/25/2022

Complaint: ********
I am rejecting their response for several reasons but the most important reason is how *** ****** ********************** is making it sound like we are being untruthful. I did call to cancel the day of departure after my mother called me to tell me my dad’s nose began bleeding the day before their cruise & was advised by his doctor not to travel if it continued, which it continued to bleed the day of their departure. (See enclosed Dr.’s letter) I spoke to customer specialist Deanna who was advised by her supervisor Kylie, that they were unable to refund the $10,000. After speaking to several “cruise specialist”, which was a complete waste of time because they are unable to help in this matter, Deanna then said I needed to email [email protected] to request a refund so I did on 4-19-22. (See attached auto. response receipt). I was never advised I needed to cancel through that email address until four days after departure date.
After reading many reviews regarding “travel insurance” or their “cancel for any reason protection plan” I realized it wouldn’t have mattered regardless because of all the complaints regarding not honoring those policies. I see no “violation of terms” when there is a “Trip Cancellation and Trip Interruption benefits” for unforeseen medical conditions, which he did have.
Due to the nature of my father’s medical condition, a “discount of 20% toward any 7-night cruise booked by June 30,2022” is not an acceptable offer. I would strongly discourage my parents to pay another $8000 in addition to the $10,000 they’ve already paid for that type of cruise & state room. Furthermore, I would also strongly discourage any of their friends (elderly), or mine for that matter, to purchase trips with American Cruise Lines.

Sincerely,

Business response
05/27/2022
*** *** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ******* ******** ** ****** ** ***** *** ******* ****** ** **** ******** **** *** ***********************

We are in receipt of Ms. ******* ********’s response and our policies must remain consistent in their application.

While we regret the ******’s were unable to sail with us, their reservation was handled in accordance with American Cruise Lines’ cancellation policy. The Cancel for Any Reason Protection Plan was declined by Mrs. ****** and we have no knowledge about any third party travel insurance they may have. Their reservation was still active in our system, and their stateroom sailed empty.

We are empathetic to their situation and stand behind our offer to welcome them aboard in the future. I hope that you can appreciate that we must be consistent in the application of our policies. We hope that this resolves the issue.
Sincerely,
American Cruiselines
Initial Complaint
03/11/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying cancel my river cruise reservation #******** (March 20th, 2022) as complications from a stroke have made it impossible for me to participate. As the original cruise reservation (#********) was cancelled by American Cruise Lines due to covid, I would like to have the full amount of $12,390 refunded to me at your earliest convenience. American Cruise Lines has sent me an auto reply saying that my request has been received, and nothing since then. All I want is to get my full refund for the cruise that was cancelled due to covid.
Business response
03/25/2022
***** *** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ***** *** ********* ** *** ******** **** *** ***********************

We have received and reviewed the complaint submitted by Mr. ***** *** *********. We thank him for his time in detailing his concerns. This booking was handled within the terms of the policies governing it at the time of cancellation.
Mr. *** ********* confirmed a ***** *********** Cruise that had been suspended due to the pandemic. Upon the suspension of his original cruise on March 21, 2020, he was contacted by our Customer Service Team and offered Cruise Vouchers equal to 125% of Amounts Paid towards his cruise fare or a full refund. Mr. *** ********* selected Cruise Vouchers, and we have been clear through all guest communications that Vouchers do not have any cash value.
American Cruise Lines is operating now and we have carried tens of thousands of guests who had also selected Cruise Vouchers with great success and high satisfaction scores. Mr. *** *********’s Cruise Vouchers remain available through December 31, 2022. In the event that he does not wish to travel, the Vouchers may be applied to a booking for friends and family.
Sincerely,

American Cruise Lines

Customer response
03/27/2022

Complaint: ********

I am rejecting this response because:

As I had made clear before

I am referring to your Letter of March 23. 2020 where you cancelled my booked cruise and offered me a cruise on your 2021 cruising season. While I understood that the crisis would be over in 2021 it prooved wrong and today I am finding myself with one vaccination, but the second being scheduled on June 2 2021. Therefore I’m being unable to travel to the US. to take any cruise.

And when I’m able to travel I am scheduled to travel for the summer to ******* - thereby I have no more time to enjoy the cruise. Normally I could take the cruise again in March - April 2022 hoping that I’m still well. Otherwise I have to ask your company for a refund of the $ 12,390.00 .

Sincerely,

***** *** *********
Business response
03/31/2022
***** *** **** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ***** *** ********* ******** *** ******** ** *** ****** ******** *******

We are in receipt of Mr. *** *********’s response. Our policies must remain consistent in their application. Mr. *** ********* accepted the Cruise With Comfort Program in March of 2020, was provided the terms of that policy correctly and in accordance with his wishes at the time. The Albedyhlls were correctly issued Cruise Vouchers equal to 125% of their cruise fare upon their cancellation. As previously stated, the policies and options were clear to Mr. and Mrs. ********* at the time of their cancellation, and we cannot make our policies apply retroactively.

We would welcome the chance to have Mr. and Mrs. ********* or loved ones cruise with us when they are comfortable. If they are interested in discussing further, please contact our Customer Service Team at ***** ******** for assistance.

Sincerely,

American Cruise Lines
Initial Complaint
11/08/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Booked a cruise to ****** in August. Two of the excursions were cancelled by cruise line. They keep telling us the check has been mailed or it’s under review. We are not the only people being told this. $515 they owe us. Everything about the cruise was terrible! Food, entertainment,etc., Didn’t pick up 150 people at the airport like they stated they would do. Stranded in ****** at 9:40 at night in the rain trying to get a cab and tge cruise line shuttle was no where to be found.
Business response
11/22/2021
******** *** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** **** ****** ** **** ********

Dear *** **********************,

We have received and reviewed the response submitted by Mrs. Lynn Willis. We thank her for her time in detailing her concerns

*** *** **** ****** had pre-paid for three signature tours, which were cancelled due to weather related issues. Mrs. ****** has received a partial refund in the amount of $275 and will be receiving the additional $240 within the next several weeks. We trust this resolves this matter.

Sincerely,

American Cruise Lines
Initial Complaint
10/26/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We booked a cruise with American Cruise lines called ****** ***** Fall Foliage. It was very deceptive advertising. The pictures they showed of the rooms were very nice and we paid a lot of money for the upgrades and had a really crappy room with nothing working correctly. They showed a balcony and what we got was not even wide enough for a chair to fit on it. The itinerary that we had booked was totally disregarded and we spent 2 night in the *** **** Harbor. We also spent 2 nights in this little town called **** and the two places we were suppose to spend a night in we never got to. They lied and said it was weather related and as soon as we left another one of their cruise ships docked where we were. When we got there we had asked for a single towel and had to wait 6 hours with 3 different requests to even get a hand towel to dry our hands with. The last evening we were there they had surf and turf and the lobster was almost raw after waiting for almost an hour for our food. The tours we were able to take were cut short and eliminated half of the sites we had wanted to see and they said it was due to time. We paid $13,850. for a week cruise that was truly a nightmare. Their exercise room that they said was state of the art was an old stationary bike and eliptical machine out in the open on the top deck. Had one elevator that was broken down most of the trip. The bathrooms were constantly not flushing. I have contacted the company several times with no response. I am requesting a partial refund due to false advertising and misleading information.
Business response
11/03/2021
******** ** **** *** ****** ********************** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ***** ******* ** **** ******** **** *** ***********************

We have received and reviewed the complaint submitted from Mrs. ***** *******. We thank her for her time in detailing her concerns.

Mr. and Mrs. ******* confirmed a 7 night cruise aboard the ******** **** for the ****** ***** Fall Foliage Cruise, embarkation date October 10, 2021 and disembarkation date October 17, 2021. The *******s remained onboard the entire cruise. The cruise received high satisfaction scores, indicating that their experience is not indicative of a larger issue. We strive to exceed expectations on every cruise and regret that we fell short of theirs.

Further, to ensure the safety of all guests, it was necessary to modify the itinerary due to forecasted winds. We regret any inconvenience this may have caused, but all itineraries are subject to change for this reason.

We would appreciate the chance to earn their business and would be glad to provide them a discount on a future cruise in order to welcome them back aboard. As this is a customer service issue, we recommend that we contact them directly with this offer in hopes that we can resolve this matter.

Sincerely,

American Cruise Lines
Customer response
11/05/2021

Complaint: ********

I am rejecting this response because: It truly was a bait and switch tactic. The room they showed us on the internet that we had paid the upgrade for was nothing like the room we received. The tours we took all fell short as they didn't go to half of the places we were told they were going to because they claim it was time.... The iitnary we had signed up for was not followed at all. Like I had said I didn't sign up for 2 nights stuck in a harbor and 2 nights stuck in a place with no activities or anything to do offered. We signed up for the trip to see and explore ****** ****** and ************ which never even happened. Half of the crew members even left days before the end of the trip as there were so many dissatisfied guests. Service was challenged due to shortage of staff and communications on their end. We are requesting a partial refund for the places we never got to see, the horrible room we had with the upgrade we had paid for and the changes they kept making due to staff for what where we were suppose to visit.

Sincerely,

***** *******

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