ComplaintsforHolland America Line

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went on an Alaskan Cruise which ended in Vancouver Ca on 6/4/24. We were charged an unrequested transfer to the airport for $93.00. We did not need nor request this transfer since we were staying in Vancouver for 2 days.We saw the unauthorized charge while on the ship and went to Guest Relations to resolve this incorrect charge and recieve credit. We were advised to contact the cruise line after the cruise to rectify this issue. We have contacted Holland America on 6/5/24, 6/18/24, 6/28/24, 7/3/24. Each contact mentions a delay in review by other departments. It was also brought to our attention that other passengers also received unauthorized charges for transfers. Since we have completed our cruise we can not see a detailed line item charge that we saw while sailing. Clearly this is a scam and they have not refunded the over, unauthorized charge. It is a matter of principle and we are asking for the refund of $93.0. Please advise me of how to resolve this overcharge. Thank you for considering this issue. We are not alone in this overcharge and HACL should be investigated.

  Business response

  07/12/2024

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

  We have received your inquiry and have processed a $100 Future Cruise Credit to your Mariner Account on July 10th, 2024.

  Please let us know if you have any further questions.

  Guest Relations

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We sailed with Holland America on the Zaandaam in April. We purchased the Quench drink package that we were told includes Heineken zero by the person who sold us the package, and we also had previously sailed with Holland America and had this package and it included Heineken zero. After two days sailing, we noticed we had been charged for 9 drinks that were supposed to be included in the package. We asked about it, and were told it was not included. We escalated our concerns to the cellar manager, who refused to void those charges, and in addition was exceptionally rude towards us. He also refused to let us talk to his manager, and mocked us for having had 9 drinks non alcoholic between 2 people over two days while on vacation. We ended up having to pay ****** for the drink package that did not include what we wanted so it was useless to us, and also another ***** for the drinks we consumed we thought were covered. Since we couldnt prove that someone had assured us the drinks were covered, the cellar manager said we had no recourse. He also implied we were lying when we said we had those drinks covered under the quench package on the Nieuw Amsterdam 6 months prior, and also said the Nieuw Amsterdam was in trouble for having done that. We are now preparing for another cruise (purchased before the disappointing Zaandaam cruise) and I see that Heineken zero is on the quench package images. We would like a refund for the drinks and drink package we purchased on the Zaandaam. Or, we would like a credit for our upcoming cruise. Additionally, some documentation on what is included should be required of Holland America. The cellar manager was unbelievably rude and he could just tell us we were wrong since Holland America has no documentation on this.

  Business response

  07/22/2024

  RE:  Case: 1-10294391815
          Booking: 2CMG8G
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on ms ******** We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  
  We are very sorry there is a discrepancy on your onboard account,and we apologize for any resulting frustration. We do believe at the time of your sailing that the beverage in question was included in the Quench Beverage Package as you noted. We apologize that the action taken by our staff onboard caused further frustration.
  
  In light of your experience, we have issued you and your traveling companion $500 Onboard Credit per person to be used onboard a future Holland America Line sailing. This offering is associated with your Mariner Account. If you have any further questions, please contact *************************************** so we may be of further assistance.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer response

  07/22/2024

   
  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, first night of cruise we had a bit of an issue. My parents' room had the balcony door blow open in the middle of the night. Of course they were freaked out, (they are 80) couldn't find anyone to help. My father was wandering the hallways trying to find someone to help him. Finally got someone to take care of it. Then the door started with a constant screaming whistle. The next day they had to repair seals on door. They locked balcony door and could not be used during entire cruise. Then a few days later they have a valve in their toilet that started gushing water onto the floor and started to go into the room. Took a long time to get someone there to take care of it. On the last day they came and offered my parents 5 pieces of chocolate for their troubles. I found that highly insulting.I would like some kind of credit due to the fact they were not able to use room as intended.Very disappointed in Holland America as this was probably the last trip my parents will be able to take.Eurodam room 6002 is my parents room and I am in 7076.Please let me know what can be done.Thank you.*********************** Emailed three times and the only response I received was we have to wait till accounts are settled. They had already been settled when they sent that email to me.283576288 Mariner number. Booking numbers 2K4NHJ and 2K4NHH.I spent $13000.00 on these two rooms and they didn't even have the decency to contact me to handle issue.

  Business response

  07/04/2024

  Good afternoon, 

  We have researched the guests complaints thoroughly.

  1. We do not have any email from his email ****************** during his time onboard and the first email received was  5/24/2024. 

  2. There is no record of the Verandah door malfunction in our shipboard reporting.  ***** Services can be reached via phone 24 hours a day or at the desk.  The only records are for a request for an extension cord and the call for the plumbing concern and the response, then ticket for the plumber to repair / replace the part and completion is noted,  We also checked with Front desk/ ***** Services staff and the Neptune Lounge staff if the Verandah door was reported to anyone.  

  3. We have checked the internal urgent email for Ship to GR concerns while guests are onboard and no record of a  previous email was found. 

  4. The ship extended the chocolate covered strawberries as a goodwill gesture.  While we only have data to support the plumbing repair, we are adding $150.00 non refundable onboard credit valid for one year to the parents Mariner numbers for  2K4NHH who were in the verandah stateroom.   K4NHJ is ******************************* booking, who was in a Neptune Suite. 

  5. While ********************************* is requesting a refund for BOTH staterooms, we responded and resolved the noted plumbing issue. We have issued a $200.00 Future Cruise Credit for his parents in @K2NHH based on the reporting of the plumbing valve malfunction and its repair .  We apologize, however are not able to refund both bookings. we will be responding to the guest directly within 24 hours. We have responded several times to the guests concerns.

  Kind regards

  ***** Relations

  Customer response

  07/09/2024

  I was not requesting a refund for both staterooms on my trip.  They sent a BS gesture of a ****** credit for the next cruise my parents will never be able to do, (which is also a standard incentive to get more suckers to book) and no formal apologies for a horrible trip for them.  I wanted the difference returned to me for the balcony stateroom I got for my parents that they were never able to use.  If I would have known I would have purchased an interior room.  Would not have wasted my money.  Holland America and Carnival parent obviously does not care about customer service.  Will not waste my time and money on either of them again. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The transaction was made on May 17th, 2024.The charge amount was for $69.93 It was made on ********************** card which was linked to *********************** room.She had to change her room on the cruise, because she was suppose to be in the handicap suite.They were suppose to make the changes, but did not.The room was suppose to get a $50 credit .Attached is the documentation.

  Business response

  06/11/2024

  
  
  
  June 11, 2024
  
  **************************
  ******************
  Vancouver,BC V5M 3V7
  Email: ********************
  
  RE:  Case: 1-10246834289
          Booking: 2NHX9W
  
  Dear **********:
  
  Thank you for contacting us regarding your sailing on ms *********** We are grateful that you have given us this opportunity to review your concerns.
  
  In communicating with the ship finance department, our records indicate that you and ************ each received an Onboard Credit in the amount of $25.00 USD per person on May 11, 2024. These credits were posted to your onboard account for you to utilize while you were on your recent sailing.Unfortunately, there are no other credits due to your account at this time.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the *****************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I booked the Adriatic Gems cruise on the Oosterdam for 24 Aug - 1 Sept 2024 on 26 Nov 2023 (Attached is the email I received as proof for when we booked). Part of that deal was the flight credit of $500 per person. One of the main reasons we booked this cruise was because of the flight credit, and now we are being told that wasn't part of the deal.She tried to chat with a customer service rep who tried to say that it was not part of the booking because we did not book an Ocean View stateroom or above (attached as chat1.jpeg and chat2.jpeg). I understand that this is listed on the current page, I included a record of that (attached as CURRENT Air Credit Offer on Europe Cruises _ Holland America Line.pdf), but that is not what was listed when we booked. I included an archived record (attached as ARCHIVE FROM DEC 21 2023 Air Credit Offer on Europe Cruises _ Holland America Line.pdf). I also included a record of the Black Friday deal that was listed when we booked the cruise (attached as ARCHIVE FROM NOV 28 2022 Air Credit Offer on Europe Cruises _ Holland America Line.pdf).Nowhere on what we booked listed that interior rooms were excluded from the offer. They changed their policy after we booked, but everything available when we booked pointed to the $500 credit being applicable. I have contacted multiple representatives and they are all saying it wasn't part of the deal, but will not provide any evidence as to why other than the classic "because we said so" argument. They will not give any other reason and are ignoring the archived webpages I have provided as evidence because their offer "has expired".I have friends who booked a similar cruise around this time with an interior room, and they did get the flight credit - but Holland America refused to acknowledge that as well.I have also attached the email chain.All I want is for them to acknowledge that they are doing wrong by us and provide the $500 flight credit per person that they advertised.

  Business response

  05/30/2024

   
  
  May 30, 2024
  
  Mr. ***************************
  Email: ************************ 
  
  RE:  Case: 1-10231174416
          Booking: 2NMXWX 
  
  Dear ******************:
  
  Thank you for contacting us regarding your ms ********* sailing for August 25, 2024 regarding promotional offers. 
  
  Our Guest Relations team is unable to review pre-cruise concerns, as such matters are processed through Reservations and other pre-cruise departments. Your issue has been redirected to our Reservations team for further review. Should any additional pre-cruise concerns arise, we invite you to contact our *********************** at ************.
  
  Despite the frustrations you faced, we look forward to the opportunity to welcome you and ******************* aboard your sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  Guest Relations 
  Special Advisor
  Office of the President
  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In June 2023, my husband and I booked a 133*day World Cruise online through Holland America Lines, "***" ******** #2KWKMD). We then coordinated the details of our cruise with *** through their assigned Personal Cruise *********** Ms. ************************ Due to making a deposit and booking early, we were granted certain promotions * CONFIRMED IN WRITING BY HOLLAND AMERICA. These six (6) promotions, confirmed in writing by *** on 08*31*2023, are: (1) Shipboard Credit of $500/per person; (2) ****************** Appreciation (tips); (3) Luggage Delivery * 3 bags per person; (4) In*room amenity of bottle of sparkling wine; (5) Air credit ($500/per person available after July 12, 2024); and (6) Surf internet package. Our booking was secured with a $10,500 deposit.On May 2, 2024, *** sent an email offering a 3% cruise discount if we paid in full by June 3, 2024. We took advantage of this offer by paying for our cruise in full on May 20, 2024, for a final price of $65,046 ($32,523 each).Now that our cruise was paid in full, I requested a copy of our itinerary listing our approved promos. Since our first Personal Consultant was no longer with ***, we were assigned ************************************ *********************** said she was not authorized to confirm our promos. I did not understand the need to confirm them, since they were already confirmed in writing. *********************** switched me to Ms. *********************** who gave us the same response. *********************** then had ********************* (World Cruise Reservations) respond to us. ************** said we were now only entitled to (1) Surf wi*fi package and (2) $500/per person air credit w/transfers if booked through *** * that's it! In order to receive our other confirmed promos, he said we have to pay another $10,088 ($5,044) before June 3! CAN YOU HELP? We are only asking that our itinerary be issued listing the promos previously confirmed by *** for us on August 31, 2023.

  Business response

  06/13/2024

  
  
  
  June 13, 2024
  
  ***************************
  ************************************************************************************
  Email: ***********************
  
  RE:  Case: 1-10250393312
          Booking: 2KWKMD
  
  Dear ***************:
  
  Thank you for contacting us regarding your upcoming sailing on ms ********* We are grateful that you have given us this opportunity to review your concerns.
  
  This correspondence is to confirm that you have an upcoming sailing scheduled for January 25, 2025. Our records indicate that you and ************* have several promotions on your booking. These promotions have already been applied to your upcoming sailing and include the 3% paid in full promotion, the prepaid crew appreciation, limited luggage delivery,complementary wi-fi, and shipboard credits. Our records also indicate that this booking is already paid in full. For your convenience we have attached a copy of the booking confirmation for your review.  
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********************

  Customer response

  06/13/2024

   
  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We paid for a suit very expensive that includes room service the line was busy or never answered numerous times and we had paid for priority. Also no staff to clean tables on lido deck or to get a drink with lunch.shore excursion for king salmon was out of season so we didn't eat or get to keep fish on this tour like the pamphlet said false advertising from my view point entertainment was lacking with most of the schedules being sales pitch .we invested around ***** dollars or more in this trip and it was the worst service and cruise we have ever been on and we have been on 7 cruises first time with holland. There were 3 places that stunk like human sewage and I'm a plumber so I know what p*** smells like 1 of them was right by the dinning room ship was nothing to write home about.All the service was horrible from the coffee shop in the nest to the lido deck food and service to unorganized disembarking with long lines and un safe conditions for passengers. Line so long in ****** that we missed out excursion there because they didn't let people off ship until 820 pm excursion at 830 and only 4 hours of port time.

  Business response

  05/28/2024

  
  
  May 24, 2024
  
  ******************************
  
  Email: *******************************
  
  RE:  Case: 1-10228042150
         
  
  Dear ****************:
  
  We received your complaint from the Better Business Bureau regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Were very sorry you were disappointed with the room service you received. Enjoying meals in the stateroom, with the opportunity to relax in ones private space, should be as satisfying and trouble-free as being served in one of our dining venues. We sincerely regret any frustration or inconvenience you experienced related to room service and will do our best to improve this classic shipboard service.
  
  It concerns us to hear of your dissatisfaction with your Ketchikan Salmon ****ing tour on this cruise. We are pleased to contract with outside vendors to operate these excursions for our guests, as we know it enhances the overall cruise experience. However, we do expect them to uphold our high standards and adhere to the written description of each tour, and our EXC Tour Manager is available on board to discuss any concerns our guests *** have. As stated in the description of this tour The ***************** of **** & Game implements conservation measures to protect king salmon;restrictions on keeping your catch *** apply. Please check directly with the ***************** of **** & Game for restrictions specific to your tour date. Only fish species that do not have restrictions in place can be shipped home or delivered to the ship for Savor My Catch. Please know that we regret your dissatisfaction and we will keep your comments in mind when selecting future excursions for this itinerary.
  
  Were sorry to hear that you had concerns with some of the staff aboard your sailing. Our guests should expect and receive courteous, efficient service from our staff at all times and we sincerely apologize that you experienced otherwise. Your comments will be provided to the appropriate management for their information and review and we thank you for letting us know.
  
  We realize the importance of the shipboard experience in making a cruise memorable and were sorry you were disappointed with some of the entertainment aboard ship. Our aim is to present a variety of outstanding performers and shows to appeal to travelers with a wide range of interests and backgrounds. Our Music Walk is widely recognized as the best live music experience at sea and our World Stage lineup continues to earn similar accolades. All of our guests feedback is taken into account as we plan for the future and we appreciate your taking the time to share your views with us.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer response

  05/28/2024

   
  Complaint: 21754222
  
  I am rejecting this response because:
  You have taking our money and need to reimburse a portion of the trip as we stated this is not our first cruise and was definitely our worst.An appolige is not acceptable. 
  Sincerely,
  
  ******************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Have it All package which gave me, amongst other things, a $200 shore excursion credit. I then went to purchase the shore excursions to see almost all of them sold out. I put my name on waitlists but then was concerned I would not have any shore excursions for my trip so booked the shore excursions privately and canceled the ones I had waitlisted. On a ************** specifically for this cruise, it says the excursions were sold out back in October, 2023. I am asking for the $200 shore excursion credit to be converted to a ship credit since I was sold something that is not able to be redeemed. I have called several times as has my travel agent. I have emailed too with no response.

  Customer response

  05/30/2024

  The business has resolved the issue with me. They found space on a tour and I can use the given credit. This case can be closed. Thank you for your assistance.

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had went to the service desk and our lounge to discuss stuff that I paid for that we did not receive on a very expensive cruise that was paid in full. First thing room service was never able to be connected to tub would not work or drain. Priority entering and exiting were not even accommodated we booked a excursion to king salmon fish only to find out that we could not keep and on the description clearly said from catch to the fork with eating the fish that we caught. There are more to discuss but would like to do it over the phone I do not belive that I got anywhere near what I paid for. This is unexpected and very unhappy woth holland american cruise and would like to talk about some action of compensation my number is ********** or ********** my name is *************************** and my wife is ***************************** she is allowed to talk about this with you also.*********************************** Owner operator **************************

  Business response

  05/31/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *********************, on May 29, 2024 to email address ****************************
  
  Should you have further comments or questions related to this inquiry, please respond to that email or contact us directly at: ***************************************.
  
  Until then,we wish you all the best.
  
  Sincerely,
  Holland America Line
  Guest Relations
  
  

  Customer response

  05/31/2024

   
  Complaint: 21733266
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I have not been contacted by anyone I am ****************************** and my dad ******************************* was on that ship also and was not pleased how this trip was so please address me also as the individual that spent money for this garbage cruise. 

  Business response

  06/13/2024

  
  
  
  June 13, 2024
  
  ******************************
  *************************************************************************-1290
  Email: ***************************
  
  RE:  Case: 1-10222925916
          Booking: 2C9T5P
  
  Dear ****************:
  
  Thank you for contacting us regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns.
  
  We regret learning of your dissatisfaction with the Ketchikan Salmon Fishing Shore Excursion on your recent cruise. Our records indicate that while onboard you and ***************** each received a $100.00 USD credit. These credits were then applied to the Ketchikan Salmon Fishing Shore Excursion on May 14,2024. Unfortunately, we are unable to offer an additional refund at this time.  
  
  Were very sorry you were disappointed with the room service you received. Enjoying meals in the stateroom, with the opportunity to relax in ones private space, should be as satisfying and trouble-free as being served in one of our dining venues. We sincerely regret any frustration or inconvenience you experienced related to room service and will do our best to improve this classic shipboard service.
  
  We sincerely regret the stateroom plumbing problems you encountered. It is our goal to provide the best possible experience for our guests and we acknowledge the difficulty that can arise when personal facilities are not in working order. Because our ships sail nearly continuously repair of onboard systems is at times necessary. Shipboard personnel do their utmost to address such issues and endeavor to alleviate any problems as quickly and completely as possible. We are very sorry that in this situation the solution was not timely or satisfactory and apologize again for the inconvenience.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  Sincerely,
  *********************
  Special ****************** of the *********************

  Customer response

  06/13/2024

   
  Complaint: 21733266
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We left for our flight for our holland america cruise to ****** yesterday may 18th that set sail at 3pm .we drove 2 hrs to get the airport to realize we left our bag with IDs and passports. We emergency called a family member to drive it to us. We called airline to push our flight to a 1pm to get us to ******* at 1:30. We knew we were pushing it close so we called the bus transfer people they said they may still be at the airport to drive us over. We spoke to Holland america emergency numner about 8 times telling them. They said to go to security and they will rush us through the check through process. We got the airport at 1:30 by the time we got our bags and got an Uber and the Uber sped us to the pier which was a half hour away. We got there at 2:40. While in the Uber we called holland American again and again for them all to say you may make it, hope you do.. We step outside she says we can't go on. I stay balling my eyes out, the lady won't even give us eye contact. My husband asked if there is anything we can do, can we meet them at the first port of call. She says no, you want me to call you. Taxi? That's it, that's all she said. Worst customer service I have ever had. After spending our 6k worth of savings to get away from some troubles.. They acted heartless in a way I didn't know still existed in today's world We would have loved to get out on another cruise the next day, anything . Just to be rejected by holland america 20 minutes before the boat even departed from the doc. To be given hope by the 10 holland america people we talked to ok the phone they even called the ship for us and they said good luck we hope you make it, and to be speedy. This is the only and worse review I will ever write about a business.

  Business response

  06/13/2024

  
  
  
  June 13, 2024
  
  ************************
  *****************************************************************
  Email: *******************
  
  RE:  Case: 1-10222883562
          Booking: 2MGR8G
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on ms ******** We sincerely apologize for the delay; however, we would like to take this opportunity to respond further at this time.
  
  We are sorry to learn that you missed the scheduled embarkation for your sailing. As mentioned in a previous correspondence, our ships are held to a strict schedule by each port authority that they dock at. As compensation for the difficulties you experienced, you have asked for reimbursement for of your cruise fare. As I am sure you are aware, the cruise fare you paid covers several facets of your sailing, such as your stateroom,dining, port visits, access to public areas and activities on board the ship,films and stage shows, as well as a host of other shipboard amenities and services. Therefore, while we sincerely regret the difficulties you faced, we are unable to honor your specific request, and are very sorry to disappoint you in this matter.
  
  While we regret that this final response could not be more favorable, as discussed in our previous correspondence we are not in a position to alter our previous offer. Should you continue to contact our office about this matter, you will not receive a response.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********************

*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. ↩