Reviews

Review Details

• Review fromConi M

  Date: 09/30/2024

  1 star
  My husband and I were suppose to sail on the American Cruise Lines ***** Coast Cruise leaving on Aug 19, 2024. Shortly after arriving a whole day ahead at ****** Airport, bad weather from Hurricane Ernesto settled in---no flights in or OUT for 24+ hours. We could not leave the airport because there was no place to go---all hotels full. Repeadly put our names on waiting list/standby for flights to *********--first flight out was Friday, thus missing already 4 days of the cruise. When I called Customer Service they suggested I just meet them at the next port, thus driving there. Called ***** Highway Dept. and they told me to PLEASE not do that ---they were flooding with bridges and roads out. Vehicle would have had to sit there until I came back to get it ---no dropoff @ $450 a day. It was a HURRICANE!! American Cruise Lines told me, not our fault, we can't control the weather! NO $ back---they offered me 25% off on another cruise!!!!! (I had to pay the flight back to Texas $3,800) This company needs to be stopped!!! Totally ripping people off!!! Read ALL the other examples below with similar stories. BBB PLEASE do something! Crooks---they are crooks!

• Review fromDolly S.

  Date: 09/27/2024

  1 star
  American Cruise Line- Misrepresentation of the total price. Horrible customer service. We made reservations on April 17, 2024, for a cruise on August 23, 2024, and gave a $1000 deposit. Invoiced price was the 2025 price which was a substantial increase and not the price quoted. No one from customer service bothered to return calls or answer emailed inquiries about the price change so we cancelled six days later on April 23, 2024. The cruise line refused to return the entire $1000 deposit siting a ridiculous and unfair cancellation policy, return $500, keep $500 for "administrative fees", We don't plan on ever taking a cruise with this company! To this day, they have not returned any money. I am writing this review to warn other unsuspecting people. Don't do it!

• Review fromMary S

  Date: 09/26/2024

  1 star
  I cruised on the American ***** from August 27th to Sept 4th. It was an organizational mess. The cruise director and her staff had very poor communication skills, When there were issues (which were plenty) they failed to communicate anything to us. We actually found ourselves on the wrong ACL bus which we had to be kicked off of. The food was good when they had what was printed on the menu. Half the time is was something different I had the driest piece of fish I've ever had in my life. The servers referred to the meals as a treasure hunt because they never knew what was available The servers were great and always cordial. My next complaint is that the rooms were not cleaned. When I first got into my cabin the counter for the coffee maker was a sticky mess. The bathroom smelled like urine or sewage the whole time and I complained about this a couple of times. No one offered to change my cabin. It was to be honest, quite gross!! It looked like the toilet had overflowed and got under the tiles and continued to smell. I finally had to ask my cabin attendant to clean the toilet after leaving it for 3 days. Last but not least they couldn't provide us with buses that worked so we missed a good many tours. Don't waste your money on ACL. It's a rip off!

• Review fromLisa K

  Date: 09/09/2024

  1 star
  American Cruise Line - American Independence is a dirty run down ship, It is deplorable and should be decommissioned. Please do not waist your money, we got ripped off $40,956.00 for this trip. Mother and four daughter trip and mother is 83. We requested adjoining rooms and was told on three separate occasions rooms 307 and 309 were adjoining.

• Review fromEtta R

  Date: 08/15/2024

  1 star
  They do not tell you about the steep ramps at all ports. Very disappointing to those with limited mobility. There should be a disclosure.

• Review fromJohn F

  Date: 08/13/2024

  1 star
  ******** Cruise Line's "Cancel For Any Reason Protection Plan, with Deluxe Protection" is not necessarily true. *** and I purchased their Maine Coast Cruise ($11,990.00) on July 1, 2024, paid ******** $600.00 for the ********* *** the night before the cruise, and paid $1,140.00 for the "Cancel For Any Reason Protection Plan". Our flight from ***** was scheduled to arrive at 3:10 PM, June 30th. The last flight to ********* ** was cancelled stranding us in ******* for the night. I called ******** at 5:21 PM and advised the representative our flight would arrive at the Portland airport at 12:30 PM on July 1st, the day of the cruise. She stated that they boarded for 11:30 too 12:30 and leave at 2:00 PM, with or without us. I also called the ********* *** and canceled our reservation. July 1, we went to the ******* airport to board our flight to ********* *** fell in the airport, requiring us to go to a hospital emergency room. At 8:58 AM, I called ******** and advised them we would not make the cruise and requested the 80% cruise credit, as per their "Protection Plan". The rep told me that we did not get the credit because we did not cancel prior to the start of the "Cruise Package" which started the day before the actual cruise upon arrival at the Residence Inn. On July 3, I emailed customer service and on July 17th, I received a return email saying that we would not get the cruise credit of 80%. Instead they offered me a "courtesy discount" of 30% of cruise fare, if we booked by August 31, 2024 To date, we are out $13,730.00. If we accept their offer, we will still be out $9,611.00 for another cruise for which we have concerns about sending payment. Our advice to other customers of ******** Cruise Lines is to realize that even though you purchase the "Protection Plan", be prepared to lose all or some of your cruise fare due to their interpretation of their "Cancel For Any Reason Protection Plan with Deluxe Protection". We will not ever cruise on ******** Cruise Lines

• Review fromAce R

  Date: 07/31/2024

  1 star
  We cruised from June 25-July 2, 2024. The ship was not full so they upgraded us to room 221. The toilet leaked all 7 days on the ship. Wet tile and sopping carpet. I asked to move to another room but they said they could fix the leak, it happens a couple times a week. They set up a noisy fan with very little walkway around it.
  The closed caption on the tv did not work and with our hearing loss that was useless. And no one cared about fixing the problems.
  I emailed a letter to American Cruise Lines Customer Service requesting compensation for inconvenience with pictures of wet floors on July 11 and 3 weeks later have not had a response.
  We didn't pack enough socks to walk on wet floors.
  We were very disappointed with the cruise and lack of concern about the problems during and after the cruise.

• Review fromGary L

  Date: 07/30/2024

  1 star
  My wife and I were booked on the Maine Coast and Harbors cruise out of Portland on 7/22/2024 and we were scheduled to arrive in Portland the day before on 7/21/2024 so we had plenty of time to board on the 22nd. Late Saturday, 07/20/2024, we received a flight cancelation notice from Delta due to a worldwide software issue. When we inquired about our options Delta said they would rebook us on a flight that would arrive after the cruise ship left the port. We contacted American Cruise Lines and we were told they would not give us a refund or give us credit for booking a later cruise. They were very rude and were not interested in helping us. Rather than lose $12,000.00 we booked flights to join the ship in Bar Harbour losing two days of cruising. We were assured our room would be held for us and they would notify crew we were coming. Long story short, the crew were never notified and our room had been given to another couple. We will never cruise with them again.

• Review fromGrace T

  Date: 07/28/2024

  1 star
  All I can say is don't spend your money on American Cruise Lines.We had the owners suite and every night there was someone on the roof stomping around and moving the padio ,furniture around at 3:30am.This is every night on the cruise.We complained many times but never it stopped.It took 3 days for them to fix a padio divider fllap to quit banging all night by our bedroom and the list goes on.

• Review fromEugene C

  Date: 07/18/2024

  1 star
  Cancellation of our reservation one week prior to our trip. Reservation was made on 1/10/2024 with an initial payment of $1,800. Final payment on 4/24/2024. Cruise was to leave on 8/24/2024, cancellation was made late afternoon 8/17/2024. Explanation was that THEY overbooked and they did not get sufficient cancellations. THEY said we were the last booked passengers, and therefore we were cancelled! We had stateroom number 309.
  There are specific rules that the American Cruise Lines makes for Passengers, we met all of them on time. Rules that apply for our cancellation and money lost, but none for their cancelling except get our money back. No interest, no cover for our expenses related to this tour, nothing protecting the customer.