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7 Customer Reviews
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Review from Lindsey B
1 star02/11/2025
I tried to book tickets for the Midway in ********* through the city experiences website. We tried multiple times but the website would always freeze after clicking submit on the payment. We gave up and bought tickets on site.The next day I checked my bank account and the company had charged me for the tickets 4 times. Totaling $352. I immediately reached out to them and they assured me since the charges were pending it was just a glitch and they would not go through. They also showed no record of me buying tickets The next day they posted to my account. I've called everyday since then trying to get my money back and they just keep telling me the accounting team has to review it and determine if I get my money back. They won't let me talk to a supervisor. They said the accounting team doesn't have outside phone lines so I can't talk to them. So as of now they have stolen $350 from me and will not tell me if or when I will get it back
Hornblower Cruises and Events Response
02/13/2025
Good ****************************** team has informed me that the refund is processing and they have connected with the customer. Please let me know if there is anything else that I can assist with.Thank you,Review from Cortenay R
1 star10/25/2023
I reserved a cruise in Feb. for my 30th birthday party in Oct. in which I was misled by information by the case manager. I spent over $5000 on a cruise for my 30th Birthday. The invoice said one time but the case manager and I discussed another time for the boat departure. The day of my reservation, my entire party missed the boat because we were under the impression that the boat was leaving at the time that the case manager and I had discussed. The day prior an email was sent by someone other than my case manager so I did not pay any attention to that email. I never received a phone call besides 7 minutes before the boat was departing. I called my case manager on the next business day and talked to her about what had happened and she said she would call me back with some solutions and never called me back. I did not even want my money back, I just wanted to see if I could get a new date. I spoke with someone else from her office to see if there was something she could do but of course my case manager was the only one who could help accommodate me because shes the only one with access to my reservation. I still havent received an email, phone call or nothing from this lady. Her customer service and communication skills is horrible. Every number I call, leads me to her. There is no way I could get in contact with anyone, directly, that is over top of her. I feel like I should have been treated as a priority. Especially after all of that money I spent for this event. I have been being ignored by my case manager for 3 days now. I have over 50 people who has each put $50 towards this event, that is asking me what is going on and I have no answers for them. This is by far the worse birthday ever! I will never book another event with City Cruises again.Hornblower Cruises and Events Response
10/30/2023
Thank you for your message. I understand our **************** team has been in contact with you regarding a future booking prior to and after this message. Please continue to communicate with the Sales team on rebooking your cruise with the rebooking guidelines that were offered. Thank you,Review from Laura E
1 star06/19/2023
During a dinner cruise in ** on the Odyssey on Saturday the 16th of June, 2023 (pride month none the less) the cruise played a song about setting homosexual men on fire (Bun Out the Chi Chi by ********).Hornblower Cruises and Events Response
06/21/2023
We appreciate bringing this to our attention. Our goal is to create an environment that is inclusive for all our guests to enjoy and in doing so, to play music that is comfortable and non-offensive to any individual. We asked our DJs to review their playlist from our cruises that day and have not seen it as a song that was played. That said, we have asked that this song is pulled from any libraries we have to ensure that it is not even available to play either.We are grateful for the opportunity that you cruised with us and we hope that we will have the opportunity to host you again.Review from Stuart52
1 star08/24/2022
I would like to file a formal complaint against City Experiences Odyssey Premier Dinner Cruise.I wanted to do something special for my wife on our anniversary and her birthday. I heard about the Odyssey Premier dinner cruise. I wanted to go all out so I got the guaranteed window table ($359.80), Romance for Two ($89.90), and a Special Occasion Birthday for my wife. Total of $577.69. on 08/03/2022. On 08/20/2022, my wife and I arrived at 5:45pm on Pier 4, ****************************************************************. We were told to take an Uber from an email by ***************************, Regional Ticket Booth Manager with City Cruises! that there is no parking available near the pier. We waited three weeks and were excited to celebrate our anniversary and my wifes birthday. Everything was going fine until our waitress showed up at our table. Right from the start, you could tell there was something wrong. She was extremely agitated and restless. We were seated by the *************** so the music was loud. The romance for two packages came with a bottle of champagne. My wife asked the waitress if she could get a sweeter type of champagne. The waitress mumbled something under her breath. We both could not hear what she said and asked her to repeat herself. The waitress took a long pause, took a deep breath and started pounding on her order pad with her pin very aggressively and with an attitude yelled out I will go ask then stormed away. It got really quiet around our area because the other customers heard her yell at my wife. About 15 minutes go by and no waitress. The captain announced over the mic that we could move throughout the ship. It was really warm inside so my wife and I proceeded outside to enjoy the cool air. We returned about 15 to 20 minutes later and found our table had not received any of our food orders. We saw the other tables with food. I tried to wave down a waitress to ask where our food was, she said ask your waitress I told her we have not seen her for about an hour and a half.Review from Tiana S
1 star06/17/2022
My daughter purchased a surprise cruise for mother's day and I was unavailable. She tried to get the ticket reimburse or some other resolution and City Experience said someone else took my daughter and her mother's reservation. This is a poor way to do business. No offer for any resolution. Do *** reserve anything with City Experience.Hornblower Cruises and Events Response
06/22/2022
Hello, We apologize for the experience you and your daughter had while trying to reschedule. Our rescheduling policy for holiday cruises is that they are non-transferrable and non-refundable. In this case, we would like to give you a credit towards a future cruise with the amount your daughter paid for the Mothers Day cruise. Please let us know if youd like to accept this offer and we can reach out to you directly. Thank you,KarolinaReview from M. M
1 star06/01/2022
Odyssey Lake Michigan Chicago, ** on Sunday May 30, 2022 at 1:00 pm I booked 5 adult tickets on the morning of the cruise. When our party arrived on time, we were denied entry and told by the agent at the ticket counter, ******* that the cruise was overbooked and our party wouldnt be admitted to board. When I asked for the manager, ****** told me the manager, ***** was on the boat and unavailable. ***** refused to resolve the issue for us or the several other parties that also had tickets, but were denied entry. ****** could not issue a refund and could only offer a handwritten note that stated mention to operator that Odyssey Lake ******** manager could not fit them on 1 pm boat, and the corporate phone number to request a refund. On Monday, May 31, 2022, I called the corporate number and spoke with *******, who requested proof that we were denied entry and filed a case requesting a refund. The refund wasnt issued and I called back on Wednesday, June 1, 2022 and spoke with **** who falsely stated they couldnt issue a refund because our booking was entered as a no show. I called back immediately following that call and spoke with Imari, who confirmed it was not a no show and that the cruise had several bookings that were denied entry because the cruise was overbooked. Imari finally resolved the problem and issued a refund. I had to threaten legal action and call back 3 times for this issue to be resolved. The experience our party had was absolutely terrible and the company never contacted us beforehand to advise of the overbooking and didnt take any initiative or responsibility in resolving the problem. They even provided false information that prevented me from receiving a refund earlier by lying that our booking was a no show. From the complaints, this company has a history of this type of behavior and they arent proactive in admitting or fixing their mistakes. We were celebrating a birthday and this was an awful experience.Hornblower Cruises and Events Response
06/07/2022
Hello,First I would like to apologize for the experience you had while trying to board our cruise. While this encounter is rare please know that we are looking into this matter to insure that your experience is not repeated with future guests. Secondly, I have confirmed that your refund has been processed by our contact center. Lastly, I have emailed you directly to offer a complimentary voucher to cruise with us. I hope that you will give us another chance to have you aboard so that you can experience the afternoon you originally planned for. If you have any questions feel free to reach out to me directly.Review from Brandon M
1 star03/31/2022
Horrible company I booked a cruise for Valentine's *** for my wife and myself and they canceled the cruise and still have not refunded the money I am asking to take them the court to get the money backHornblower Cruises and Events Response
04/05/2022
Hello *******, Could you provide me with your reservation number so I can take a look into this matter? Thank you, ********
Customer Review Rating
1/5stars
Average of 7 Customer Reviews
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