Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately it was one of the worst cruises we ever had. And it's mostly because of the **************************** conditions. Our cabin 108 was very humid with no/little ventilation, dirt, mold under AC vents etc... (pictures attached). Shower and bathroom fan didn't work properly resulting in a constant high humidity. Basically we shouldn't sleep there, had constant headache every morning. I asked about different cabin and for 1 night we were transferred over to cabin 102 in which we couldn't sleep at all due to the strong gasoline smell. That cabin is located right next to the generator. Next 2 nights I slept upstairs in the lounge on a couch which is unacceptable in my opinion!!! Something needs to be done with this. I am a travel agent but I can't and won't recommend this barge and this type of cruising to my clients first of all due to the dangerous health conditions.And about other issues:- very little drinks, snacks and food selection - low quality shore excursions - old, dirty, outdated furniture in the lounge - lack of entertainment onboard - slow wifi On a positive side I have to mention good itinerary, interesting cities visited and hard-working crew.We did contact CroisiEurope after the cruise, described the issues, emailed the feedback to the provided email but no response so far. Please pay attention to this matter and provide us a valid response.

  Business Response

  Date: 08/12/2024

  This customer wrote us on 8/8, we investigated and have responded today. 

  We found this complaint to be without merit. We often have passengers in cabins 102 and 108 and have never received any complaints. There were 16 other passengers onboard, and they enjoyed their experience. Our crew and staff documented this entire situation in detail, and we feel that no compensation is warranted.   

  We take our customer's satisfaction seriously and we always help whenever there is a legitimate complaint. 

   

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  According to the business sleeping on a dirty coach in the lounge is a normal situation. Why would I do that if there were no issues with the cabin? Of course I'd rather sleep in my cabin. Also why there are plug in aroma diffuser devices everywhere in cabins and corridor? To hide the smell? And it's not true about other passengers being happy with the ship. I do understand the ship is old. But if cabins are not ready for sailing it needs to be admitted.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 08/13/2024

  Yes, sleeping on the couch in the bar is quite abnormal and unusual. This is a first time for any guest on any barge. However, this is not evidence of anything except that it happened. I will not speculate why. 

  Plug-ins are used to keep the ship smelling good for clients. These are commonly used by businesses, hotels, and people in their homes that want fresh smells for guests. These are river barges, not ocean cruisers. They are navigating freshwater cannels and there are sometimes smells on rivers and cannels. However, there is nothing dangerous with smells or humidity, or anything else. We are operating weekly departures with this barge and all of our barges. They not only always have a high customer satisfaction rating, but they are consistently used with repeat clients. Passengers love the barge experiences for what they are. 

  We do not have any complaints from anybody else on this departure, and we don't have any complaints from previous departures. 

  This ship is ready for sailing and will continue to sail successfully.

  This complaint is without merit.  

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Well, in our case it was mold and gasoline fumes. But anyway after the last statement about nothing dangerous with smells and humidityfurther discussion seems to be unproductive.
  To BBB: Please close this case since no acceptable resolution is offered.

   

  Sincerely,

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

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sailed with the company on 5/2/23 from ********, *******.The gave us wrong information for departure dock. We were stranded with 16 other passengers for several hours at the wrong dock. They would not arrange for cabs, we had to walk 2 kilometers in an industrial area with suitcases.We want to be compensated $200 for our parties taxi.They said they would address our concern on 5/16/23. They did not follow through.