Complaints

This profile includes complaints for Hornblower Cruises and Events's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hornblower Cruises and Events

  455 N Cityfront Plaza Dr Ste 2600 Chicago, IL 60611-5506

  
• 

  Hornblower Cruises and Events

  62 Chelsea Piers Pier 62 New York, NY 10011-1015

• 

  Hornblower Cruises and Events

  600 Water Street SW Washington, DC 20024-2471

• 

  Hornblower Cruises and Events

  561 Light Street Baltimore, MD 21202-6011

• 

  Hornblower Cruises and Events

  200 Seaport Blvd Suite 75 Boston, MA 02210-2031

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:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I am submitting this formal complaint regarding City Experiences (Reservation #********) due to misrepresentation, omission of material facts, and failure to act in good faith. What began as a heartfelt plan to celebrate a graduation from the ************************************ has turned into a frustrating and disappointing ordealdespite my repeated good-faith efforts to resolve it.Initially, I received a quote from sales agent ******* *. for a private deck rental on the Vista Deck at $92.81 per person. A revised quote from ***** *. later increased the price to $133 per person. Given the higher rate and lack of clarification, I reasonably assumed the package included a comparable private experience. I explicitly asked ***** if the deck, DJ, and buffet would be private. She did not clarify that these would be shared. Instead, she ambiguously stated shed made note we wanted the Fiesta Deck, reinforcing the impression that it was private.The proposal I signed did not disclose that the deck would be shared. On April 1, I emailed ***** referencing a private deck and asking for clarification. At that time, we were still within a fair cancellation window. Rather than clarify, she continued correspondence that implied flexibility and accommodation.When it became clear that key features were not as represented, I requested a refund. ******** *. denied my request, identifying herself as the final authority. I attempted to reschedule, even reducing our guest list to accommodate shifting options, but each time we adjusted, we were told that space was ************** has now been over a month with no resolution. I believe the event was booked under misrepresented terms and that City Experiences failed to act transparently. I respectfully request a full refund of $3,130.20 and ask the BBB to review this case in the interest of fairness and ethical business practices.

  

  Business Response

  Date: 05/16/2025

  Our Director of ****************** is currently in contact with this guest and working through this internally. 

  Thank you.

   

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I appreciate the assistance of the Better Business Bureau. Prior to reaching out, it seemed the ************* team and Sales Director were unwilling to identify viable solutions for the family. Since then, they have developed a plan that aligns with the family's original intentions for booking with City Experiences.
  
  While Im disappointed that such a solution wasnt offered during the initial stages of customer support, Im grateful that the matter has now been resolved. I look forward to hosting a memorable and enjoyable experience in the coming days. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/25/2025

  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.

  During the month of April 2024, I booked a retirement party for my mom with City experiences with the events manager Ms. ** ****** and she helped me with the boat, number of tables, guests, and even other specialty items (which I never received).On June 21st, 2024, I called a day before the paid event and then thats when they gave me the most alarming news. They said because of malfunctions with the boat my boat has been changed. I said why wasnt I told of this sooner and when were they going to let me know. May be the day of the event perhaps? This was extremely unprofessional and disrespectful.Once this happened, Ms. ****** transferred me to her director. She said we are changing you to the sister boat which is the same exact size, and they said we are throwing in free drinks which is disrespectful to me as I told them that most of my guest are Christian and religious and they dont drink. I repeatedly said this. Then the day of the event, I came to the boat and found out the boat set up was different, the tables were set up different, and the boat was a much smaller size than the original boat. The layout was different, which gave me trouble planning and preparing for my guests at the last minute. I figured out a new plan in the matter of minutes.She told me that a partial refund wasnt an option and all she could offer was a free drinking package. From my understanding, it felt like once you all have free alcohol in your system it will make you forget how disrespected you were by City Experiences.This was a slap in the face. The amount I paid in total to City experiences was $10,000. They didnt even have the courtesy to tell me the that they were changing the boat. The recent problem is that City Experiences have been ignoring me, and they will not answer my phone calls, this is poor customer service, and I felt like they take advantage of people, and they don't care about rendering good service they just want your money.

  

  Business Response

  Date: 04/30/2025

  Guest received:
   
  Complimentary Champagne Toast
  Premium Open Bar Upgrade
  $23.50 off each ticket
  He still maintained his deck charter status
  We did not charge him for the wireless microphone
  Waived the cake cutting fee
  We allowed him to board early to set up his deck
   
  Additionally the guest was informed of all this beforehand.

• Initial Complaint

  Date:12/22/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I purchased 3 tickets for the weekend ferry from *************** to ************ on 10/20/24. Unfortunately, when the posted time for departure came many patrons were left to the dismay of an unoperational ferry. There was no notice the ferry was not running from *************** to ************, despite the weekend schedule posted in front of the ferry landing. In fact, the city experience portal did not have processing payments for said tickets. I then attempted to contact city experiences for help to which I was given a toll number *************) that does not work during this period of the year. After two days of calling customer service to no avail, I then reached to their contact email explaining the situation and to which I expected a full refund for services not rendered. I had the pleasure of being address by ****** *****, who found my ***** approach "interesting" and struggled to patronize me by attempting to indicate that I had simply not read the signage; I am sure he has never seen, to which I invited him to go see for himself. To clarify, city experience signs do indeed show weekday and weekend schedules and the lack of adequate information at the point of sale, is misleading to consumers. I paid for services never provided nor was I ever reimbursed. Mr. ****** then asked for proof of my sale, which I provided, and no further correspondence was received, as city experiences have made it clear that customer service and satisfaction are at the bottom of their priorities. So yes ******, my approach is "interesting", albeit, it is necessary to keep companies accountable for this behavior.

  

  Business Response

  Date: 01/08/2025

  Dear Mr. ********************* you for taking the time to document your experience. Unfortunately, we reverted to weekday service after Columbus Day. Our signage was not set properly to reflect weekday only service from the *************** ****** departure point during your experience date.
  We strive to provide a safe and enjoyable guest experience, and this feedback will be shared with our team for review and consideration for future schedule adjustments.
  We apologize for any inconvenience. A refund has been applied to your booking for the full amount of your transaction.
  Thank you for allowing ******************** Ferry the opportunity to address your concerns, as we strive to continuously improve the guest experience.

  Customer Answer

  Date: 01/09/2025

   
  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,
  
  Mateo Gilsilvetti

• Initial Complaint

  Date:04/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/22/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/20/2022

  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.

  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

  Date: 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

  Date:09/13/2022

  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.

  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

  Date: 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!