ComplaintsforHornblower Cruises and Events

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file a complaint with this company they are totally unprofessional they open and closed my case #******** with no communication or updates on why I was charged and put on the wrong cruise after being told by a supervisor that we are on the right boat. On Saturday March 30 me and my fianc was supposed to board the Odyssey brunch cruise and ended up on the The spirit of Chicago which was HORRIBLE my server charged us for items we did not ask for continuously kept asking me for A TIP after I told no because if her lack of service that she failed to provide. Now it is a week later no refund and I had to reopen my case due to Supervisor ********** closing my case I spoke to Ms. **** hopefully we can resolve this issue today.

  

  Business response

  04/10/2024

  Hello and thank you for your message.

  This reservation was a voucher donation for a complimentary brunch cruise on Odyssey Chicago River.  On the guest's requested cruise date, we did not have a river cruise scheduled for that day.  We offered the Spirit Lake Signature Cruise for that date OR to look for another date that the river cruise was scheduled. The guest chose Spirit Signature Lake Cruise.

  After the cruise the guest reached out and we did apologize and offer vouchers for a future cruise on Odyssey Chicago River.  The guest declined these.  We then refunded the amount they had spent on drinks and appetizers (items not included with the voucher) back to the guest's credit card .

  Thank you,

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

  Administrative Director

  Customer response

  04/11/2024

   
  Complaint: 21545997
  
  I am rejecting this response because: They lied they never offered a refund they just gave me 2 complimentary brunch cruise on the Odyssey, like we were originally was supposed to be on after telling me the wrong address and giving us the wrong notification email. I will never support any businesses like this.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/12/2024

  Hello,
  We have sent vouchers for a future brunch cruise on Odyssey, which have already been used toward a future booking. We also refunded the card on file in the amount of $107.18.

  At this time, we feel like we have offered sufficient compensation.

  Please let me know if there are any further questions.

  Thank you,

  ****************** 

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #: ******* ************ changed the time of departure at the last minute without notice and offered no refund or accommodation if one was unable to adjust to this unprofessional request.

  

  Business response

  08/23/2023

  Good Afternoon ****************,

  Thank you for your review and feedback. After reviewing your order, it appears that email and text notifications were send on the Friday afternoon before your cruise in regard of the changes in time. 

  Nonetheless, we have gone ahead and refunded in full for your cruise.  Please know that the refund will take **** business days to reflect to your account. 

  We do hope to turn around your experience with us so please, if in the future you would like to cruise again please reach out to *************************** at ******************************************************.

  Thank you,

  City Experiences Team 

   

  Customer response

  08/28/2023

   
  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

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sailed sunday 12/18 in norfolk and paid in full friday 12/16 Confirmation number was ********. They sent my QR code is the code you need to enter the boat. Everything was complete. Keep in mind i did not save my card info on their site. Suspiciously they charged me an additional ****** Saturday 12/17 for no reason. This is completely unsettling as how did they still have my card info? My account is now in the negative CHRISTMAS WEEK, My bank is sending me a new card due to these fradulent charges and I am waiting on them to fix this. I have sent them the screenshot of the additional charges. I am now awaiting a response.

  

  Business response

  12/21/2022

  Hello, 

   

  Thank you for sending in your concerns. We have reviewed your reservation and do not see a duplicate charge or additional charge of $400. Your sales rep has been notified to reach out to you. 

   

  Thank you. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a city experience for 7/23/22 4:30pm at ********* 600 **************, Chicago **. I was there an hour early to make sure I can make it to boarding early. When I arrived to the designated parking they told me that all the parking spots are gone. I asked where I should park and one of the parking attendants told me, "I don't know." This is a scam to get people to pay for the cruise and not specify that there will be no parking so they will miss the cruise and they save money on food. I literally followed a sign that read "parking for ********* this way" and waited until I was able to make it through the long line of cars only for them to turn me around. The tickets were $245.76 which included the experience of touring Chicago and and a dinner to be included. I ended up having to go to another restaurant to buy dinner since I was already out there which just costed me more money. If they were not going to provide parking they should have stated that on the order. I basically just gave them $245.76 for nothing.

  

  Business response

  09/22/2022

  Hello *****, 

   

  Thank you for reaching out. The parking lots we recommend to use when cruising are not operated by our company. During the summer those lots can get full and we understand that *** be frustrating especially when there is traffic in the city. Please be on the lookout for my email and we will initiate a refund for your reservation. 

   

  Thank you!

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my client appreciation dinner on 11/14/2021. I changed the menu from chicken to beef and I already paid for it. However, no beef had been served during the event. The following day, I have been trying to contact ********* but no one has been replied. I totally understand that this is holiday and everyone is busy, but it has been 3 weeks and no one even called me to explain what happened on that night.

  

  Business response

  05/23/2022

  Hello Minh,

   

  Could you provide me with your reservation number so we can look into this further? 

   

  Thank you, 

  Karolina 

  Customer response

  05/24/2022

  Complaint: 17209418
  
  The order number is 4508762.

  Sincerely,
  
  Minh Voduy

  

  Business response

  05/31/2022

  Thanks for sending over the order number.
  

  The order was for a cruise in our Boston port. 

  According the ****** General Manager the guest was refunded for the beef that was forgotten on their buffet.

  There was an error on our accounting side while processing the refund. 

  Cruise was 11/21. Refund was approved 12/6 however was not processed until mid February.

  We do apologize for the delay in the processing side of the refund. 
  

  
  

  Customer response

  06/02/2022

   
  Complaint: 17209418
  
  I am rejecting this response because: The solution was unacceptable. I contacted the rep and the company numerous times but nobody even cared. Also, the way the issued the refund is very disrespectful. That was my appreciation dinner and I was planning carefully, I told my clients about the menu and I confirmed with your company few times. They said everything was okay, and I should not worry about it. Then they didn't even have the beef and didn't tell me anything till my clients pointed out. It costed me my image and I felt ashamed. I felt like I told my clients a lie. I wanted to have $3000 additional refund because after the party, I spent lot of money on gifts for my clients as apologies, also I gave them lot of discount for what happened on the cruise.
  
  Sincerely,
  
  Minh Voduy

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  on their website for city dinner cruises the ******************************** Dinner Cruise for April 2 is advertised for $150. When you click Book, the price jumps to $174.90 ($199 for window view), then when you check out the price jumps again to $232.62. Totally tries to rope you in with a low price then keeps adding items until they try and get another $80 out of you. WAY misleading and disingenuous. Horrible way of doing business. I'd like the original advertised price of $150 (plus regular taxes).Now, the website DOES say FROM $150 but there's nothing starting at $150. It's STARTS at $174 so they do not have seperate tickets starting at $150.

  

  Business response

  03/22/2022

  Hi Rob, 

  Our base price for the ******************************** Dinner Cruises start at $150. Just like an airline our ticket prices range based on demand. 

  In regard to the fees here is a breakdown of fees in addition to the taxes.

  Administrative Fee-18%
  Landing Fee-7%
  Fuel Surcharge-5%
   The administrative fee is used to offset charges and costs related to the operation of the cruise, at the discretion of the company.
   The landing fee offsets a wide range of costs unique to a maritime business operation. This may include port facility repairs, marine fees, docking fees and licensing, along with costs associated with regulatory, environmental and maritime security costs.
    Due to the uncertain nature of the fuel costs, we are currently imposing a 5% fuel surcharge on our ticket prices to offset high rates.

   

   

  Customer response

  03/22/2022

   
  Complaint: 16883082
  
  I am rejecting this response because:
  You failed to answer the basic question. If you advertise cruises starting at then you should have a cruise thats starts at that price and it does not. I realize the nature of business prices fluctuate, fair enough. Then advertise the new price, not a price a customer cannot possibly get. You have nothing at $150 for that cruise and you are advertising $150. That seems pretty cut and dry just wrong. Just advertise the current price. That seems reasonable and fair. All the other taxes and fees, while not hidden added up to almost another $500. To say the least this was shocking. When all was said and done we are into the area of $2500 for everything. When a customer looks at an advertisement and does some quick mental math and then get the final **** and its $700 more thats a huge sticker shock. And it may get people on the boat once, given they probably dont want to cancel, but its not a recipe for returning customers and great word of mouth reviews. Its your company, you can do what you want but I also get a say when I post a review and chat with friends. Totally your call. I do appreciate the time and you response.  Thank you.  
  Sincerely,
  
  *********************

  

  Business response

  03/30/2022

  Hi Rob, 

   

  You mentioned you were in contact with someone on our team about a 10% discount. I wanted to see if you needed further assistance or would like me to look into this matter. 

   

  -Karolina 

  Customer response

  03/30/2022

   
  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

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct 10, 2021 I purchased a ticket for ***************** and ***** Island through Hornblower. After the purchase I received an email offering me to upgrade my ticket to visit ***************** and *********************. I purchased the upgrade for 2 adults $112.98 total. When I tried to reserve tickets for Oct 11, no tickets were available even though I was able to purchase a ticket for ********************* directly at the ticket office. On Oct 11, I sent an email to ***************************************** requesting a refund (City Experiences Order Confirmation and refund request.pdf), since we were leaving ******** Oct 12th. I did not receive a response and filed a request with our credit card company to reverse the charge. The request was declined, the credit card company determined that by providing us Redemption Codes, the tickets had been delivered.Dec 22 I followed up with cityexperiences requesting a refund again Dec 22 I received a case # ********: Re: City Experiences OrderConfirmation Dec 23 I received a response stating the the case was closed, since I filed a claim with our bank (Response Dec 23)Dec 23 I replied that our bank had rejected the claim requesting a credit yet again Jan 24, 2022 I followed up yet again, since I didn't receive a response Feb 14th I followed up yet again, since there has been no response. I will also let them know that I have contacted the BBB. I find it to at least be a dishonest business practice to offer an upgrade to visit additional attractions, but not have tickets available for those attractions when tickets are available at the venue's ticket office.

  

  Business response

  02/25/2022

  Hi Andreas,

   

  I have reached out to the guest services team who operate ********************* Cruises as well the upgraded experience.  I have provided them with your complaint as well as the attachments. They will be reaching out to you directly to go over this issue. 

   

  Best, 

  Karolina

  Customer response

  03/03/2022

   
  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.

  It has taken 5 months and a complaint to the BBB to finally get this resolved. Thanks for your help
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked the Odyssey Cruise Boat for a wedding, However my Future Husband died from COVID. I booked the cruise in September 2021. I put a down payment of $5,080, I made a $900, $400, $500, and a $200 payment. I called December 13th to cancel this cruise. I spoke with ***** and she stated the money was non refundable at first. Then she stated the money would be refunded all but 25%. And that I would be given a voucher 0f that 25% to use for a later cruise, so my money won't be a lost. As of this date 1/12/22 I have not received one cent of that money, It has been a Month now. Can you please help me get my money back?

  

  Business response

  01/14/2022

  Hello ******,

   

  Apologies for the delay on receiving your refund. I have personally checked in with our sales team and they have an update in regard to your refund. 

   

  Keri will reach out to you today with a status on your refund and further details on how you can use your credit. 

   

  If you have further questions please feel free to reach out. 

   

  Best, 

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

   

  Customer response

  01/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  Not satisfactory to me.
  
  Sincerely,
  They did not give me all the money they promised. They said that they would only retain 25% but it was more than 25% from ******* they refunded *****. and that is not right.
  ***********************

  

  Business response

  01/20/2022

  Hi ******,
  
  The 25% retainment amount is based off the contracted amount not the amount paid.
  
  Your total contract amount was $10,076.96 of which 25% retained is $2,519.24.
  
  The total amount you paid was $7,076.96 minus this retainment of $2,519.24 is $4,557.72 which was refunded.
  
  This is what is detailed in the agreement. 
  a)In the ********** Cruises receives a written cancellation notice from You at least one hundred twenty (120) days before the date of Your *********** Cruises will retain 25% of the contracted revenue of Your event and will refund the remainder of Your deposit.
  

  If you have further questions please let us know.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩