Complaints

This profile includes complaints for Holland America Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holland America Line

  450 3rd Ave W Seattle, WA 98119

• 

  Vancouver Shore Operations

  999 Canada Pl PO Box 45 Vancouver, BC V6C 3C1

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:06/26/2025

  Type:Product 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 sailed with Holland America Lines June 14th-June 21st 2025, Booking 2GHR8C I was informed prior to boarding that I had to submit a card in order to print my boarding passes, I am not comfortable doing so, but against my better judgement I put down my debit card (we do not have credit cards). I was informed upon boarding that I could still put my cash on and that she would not put a hold on my card. I later checked my account and it did HOLD my card for $420.00. I am now 5 days post cruise, did not spend any money outside of promotional credits on-board, so they refunded me a total of $233.39 (we had adjustments due to port fees changing). Figured that would make the hold fall off. It has not. I have talked to 3 different representatives asking for a letter for my bank so they can force the hold off as they have seen the statement and know I owe no more money, but require documentation that the hold can be lifted. *** is refusing to lift the hold, even though they submitted the hold on my card until JULY 29TH which exceeds there 30 day policy by 8 days, and have been told numerous times I was told on board my card would not be held. I have been laughed at, there is no one else in a supervisory role to even speak to about this matter. It's just a simple letter on letter head I can include with my statement, and all they want to do is maybe process an email that has upwards of 30 days for a response. I am just watching $420 sit being held in my account for no reason at this point, and a violation of their 30 day policy, but I get talked down to if I tell them that, they try to explain that the hold on their end of lifted as of June 21st and that July 29th is 30 days apart, apparently basic math has escaped them. I am looking for resolve on this matter as soon as possible.

  Business Response

  Date: 07/02/2025

  
  
  July 2, 2025
  
  Mrs.****** ******
  
  Email: ****************************
  
  RE:  Case: 2-10505576276
          Booking: 2GHR8C
  
  Dear Mrs. ******************** you for contacting us 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.
  
  We regret any difficulty or confusion related to authorization holds from your cruise. As stated on our website, The day you board, Holland America Line places an initial hold on your credit or debit card for $30.00 per person per cruise day. Once youve spent the initial hold amount, we will authorize your card for the total of your onboard purchases to date plus an additional $30.00 per person per day for the remainder of your cruise. Please note that there may be multiple authorizations throughout your cruise, and that some banks may keep the hold in place for up to 30 days.
  
  The authorization is an estimate to cover anticipated onboard expenditures and may vary based on your shipboard spending patterns and the length of the sailing. This is merely an authorization, meaning we have access to that amount but have not actually charged it.
  
  Please allow this communication to confirm that the hold placed on June 14th for $420.00 to your debit card ending in 8785 has been removed by ************************* further funds are due in relation to this transaction.
  
  Again, please accept our apologies for your disappointing experience.We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President

• Initial Complaint

  Date:06/19/2025

  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.

  This is a complaint for a cruise from May 4th to May 11 2025. On May 11 the end of the cruise our final onboard statement showed that we were due a refund of $68.70. We were suppose to get an email from holland america with instructions on how to get the refund. The email never came. I have called many times and get the same answer that they sent the email and they refuse to anything more until we answer the email. We have never received the email and they refuse to do anything more to refund us. Our booking number is 3RWN2N and phone number for Holland America is ************. Our email address on file with Holland America is ***************************

  Business Response

  Date: 06/19/2025

  
  
  
  June 19, 2025
  
  Mr.
  Donald
  Hogaboom
  5489 Wisteria Rd
  Pollock Pines,
  CA
  95726-9436
  Email: [email protected]
  
  RE:  Case: 2-10492604175
          Booking: 3RWN2N
  
  Dear Mr. Hogaboom:
  
  Thank you for contacting us regarding your sailing on ms Westerdam. First and foremost, please
  accept our sincerest apologies for the extended delay in our correspondence. As
  you are familiar, we’re experiencing high volumes of communication and as such
  our response time has increased as we assist each guest as effectively as able.
  
  According to our records on May 11, 2025, you were sent an
  email that directed you to click the link provided to receive your refund.
  Please note, this link expires on July 10, 2025. We have requested that our
  refunds department reissue that email and expedite the refund. For your
  convenience we have included the Brightwell instructions below for additional
  review.
  
  Under our new credit card policy, we are unable to directly
  refund your credit card any redeemable balance that has not been charged for an
  amount equal to or greater than the refund amount. Since this policy does apply
  to you, you will receive an email from Holland America Line that contains the
  procedures to receive your refund.
  
  Please note that this will be directed to the email
  associated with your booking. You will receive an email from
  [email protected] with the subject “Collect your refund
  from Holland America Line.” The email will provide a link to our guest
  refunds website, powered by Brightwell, where you will need to enter the last
  four digits of the phone number associated with your booking for verification,
  and then provide your banking details to receive your refund. We recommend
  adding the above e-mail address to your e-mail provider’s “Safe Senders”
  contacts to avoid this email being routed to your Junk or Spam folders.
  
  We currently show the email associated with your booking is [email protected]. If you need to update this
  information, you can do so by visiting My Account on HollandAmerica.com, via
  your Navigator app, or by contacting our Mariner Society directly at
  [email protected].
  We look forward to welcoming you aboard another sailing very
  soon. Until then, we wish you all the best.
  
  Sincerely,
  
  Nikki Krebs
  Special Advisor
  Office of the President
  
  
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23492180
  
  
  
  I am rejecting this response because: I have been told that they would resend to my email address and also that they texted the info to me. I have been told this over and over again. Please do something instead of promising.
  
  
  
  Sincerely,
  
  
  
  Donald Hogaboom

  Business Response

  Date: 06/30/2025

  
  
  June 30, 2025
  
  Mr.
  Donald
  Hogaboom
  5489 Wisteria Rd
  Pollock Pines,
  CA
  95726-9436
  Email: [email protected]
  
  RE:  Case: 2-10492604175
          Booking: 3RWN2N
  
  Dear Mr. Hogaboom:
  
  Thank you for contacting us again regarding your onboard
  bill settlement refund.
  
  We show that the refund of $68.90 USD was processed
  successfully on June 22, 2025. We thank you again for your patience.
  
  Again, please accept our apologies for your disappointing
  holiday. We hope that despite the issues you encountered we’ll have an
  opportunity to welcome you back on board.
  
  Sincerely,
  
  Bella Smith
  Special Advisor
  Office of the President

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23492180, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Donald Hogaboom

• Initial Complaint

  Date:06/14/2025

  Type:Product 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.

  Holland American refused to refund my deposit 106 days before departure. Myself and my wife, who is Chinese and has permanent resident status in the *** had booked a cruise from the ** to *****. Due to the current immigration issues going on in the *** today we decided not to leave the country with fears of her being detained and arrested without merit at all, coming back home. I explained all this when I called to cancel the cruise and I was told my booking was non-refundable. I asked why because I looked up HA's refund policies on-line it stated full refunds if canceled before the 90 day window to departure and I was calling 106 days before departure. I was told my booking was booked as non-refundable. I asked where does it say this, I was not aware of this? I was told it was in my booking summary I received. I than pulled up my booking summary which was 5 pages long and I asked where in the 5 pages of fine print does it say it is non-refundable. The customer service *** could not tell me, just saying, its in there somewhere. Holland American just lost a customer, I will never do business with them again and I will write many more reviews on my experience with them.

  Business Response

  Date: 06/16/2025

  
  
  
  June 16, 2025
  
  Mr.***** ***********
  ****************
  *****************-9536
  Email: *****************
  
  RE:  Case: 2-10503199191
          Booking: 3XXNGK
  
  Dear Mr. ************************* you for contacting us regarding your sailing on ms ********** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  We regret learning of your decision to cancel your upcoming sailing. According to our financial records, your deposit of $398.00 USD was due on May 21, 2025. Our records also indicate that on May 21, 2025, you cancelled your sailing without submitting a deposit. Regrettably, there are no refunds or compensation due at this time. We hope you understand our decision in this matter.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President
  
  
  
  

• Initial Complaint

  Date:06/09/2025

  Type:Product 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 am waiting for refund as promised by HA as detailed below. I have not received this check.******As a result of this change, our accounting department has manually processed your onboard account refund by check. It was processed on January 20, 2025. Please know, this check totaling, $239.45 was mailed to the address we have on file, as noted above, and will be issued by third-party vendor, Paymode X or bottom-Line Technology. Please know if you have not already received and cashed your check that we show it is on its way.

  Business Response

  Date: 06/09/2025

  
  
  
  June 9, 2025
  
  Ms.
  Suzanne
  Schilf
  132 Honeycomb Ln
  Central,
  SC
  29630-3314
  Email: [email protected]
  
  RE:  Case: 2-10445371731
          Booking: 3J7Q4M
  
  Dear Ms. Schilf:
  
  Thank you for contacting us regarding your sailing on ms Nieuw Amsterdam. We sincerely apologize for
  the delay; however, we would like to take this opportunity to respond further
  at this time.
  
  At Holland America Line, the security and privacy of our
  guests and employees are of the utmost importance. We are committed to
  protecting personal data and continuously seek innovative ways to enhance our
  financial safeguards. Recently, we partnered with a new software vendor for
  onboard financial transactions. Due to this change, automatic billing refunds
  cannot be processed if no original charges were assessed to the registered
  card. Instead, our shoreside accounting team manages these refunds individually.
  
  While we anticipated minimal impact for our Guests,
  unforeseen factors have caused significant delays during this fleetwide
  initiative. We sincerely apologize for any inconvenience this may have caused,
  as we understand this is not the level of service you expect from us.
  
  As a result of this change, our accounting department will
  need to send your onboard account refund by check. Please know, that this check
  was issued on January 21, 2025, and was mailed to the address we have on file,
  as noted above, on February 3, 2025. Please note that this check has been
  issued by a third-party vendor, not Holland America Line and may come from
  Paymode X or Bottom-Line Technology.   
  
  We look forward to welcoming you aboard another sailing very
  soon. Until then, we wish you all the best.
  
  Sincerely,
  
  Nikki Krebs
  Special Advisor
  Office of the President
  
  
  

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23443807
  
  
  
  I am rejecting this response because:
  
  
  Holland America says they issued to check January 25. That's almost almost 4 months ago. I have not received a check. Obviously, it is lost. Can Holland America re-issue the check?

   

  Sincerely,
  
  
  
  Suzanne Schilf

  Business Response

  Date: 06/19/2025

  
  
  
  June 19, 2025
  
  Ms.
  Suzanne
  Schilf
  132 Honeycomb Ln
  Central,
  SC
  29630-3314
  Email: [email protected]
  
  RE:  Case: 2-10445371731
          Booking: 3J7Q4M
  
  Dear Ms. Schilf:
  
  Thank you for contacting us regarding your sailing on ms Nieuw Amsterdam. We sincerely apologize for
  the delay; however, we would like to take this opportunity to respond further
  at this time.
  
  According to our records, you received a refund check in the
  amount of $239.45. This check was issued by Paymode-X or bottom-line
  technology, which is our third-party vendor. Please note that this refund was
  not issued by Holland America Line. Our records indicate that this check has already
  been cashed and as a result we are unable to reissue a new check for the same
  amount. We hope this information finds you well.
  
  Thank you again for contacting us with your concerns, and
  please feel free to follow up with any additional comments or questions.
  
  Sincerely,
  
  Nikki Krebs
  Special Advisor
  Office of the President
  
  
  

• Initial Complaint

  Date:06/05/2025

  Type:Product 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 recently sailed aboard the Holland America Noordam from May 11 to May 18, 2025, under Booking Number 3QGJ6R.During the cruise, the assigned cabin was unacceptable due to excessive noise from a bar located directly above. I reported the issue multiple times to onboard *************** Although I was informed that no alternative cabins were available, I was assured that a $150 onboard credit would be applied to my statement as compensation. A letter confirming this credit was left in my cabin mailbox (attached for reference). I NEVER RECEIVED THIS $150 CREDIT.Despite following up through seven separate phone calls and emails, I have not received a response or resolution.

  Business Response

  Date: 06/05/2025

  
  
  
  June 5, 2025
  
  Ms. ****** ********
  **********************
  *****, SC 29650-5100
  Email: ***********************
  
  RE:  Case: 2-10497416574
          Booking: 3QGJ6R
  
  Dear Ms. ********************** you for contacting us regarding your sailing on ms ******** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  Youve expressed concerns regarding your stateroom and were sorry to hear that you found it uncomfortably noisy. We understand that each suite and stateroom aboard our ships should be a peaceful place to relax and while noise complaints are uncommon, we do encourage our guests to address such issues with the Guest Relations staff at the ************* We regret if they were unable to provide a suitable or timely solution and trust the accommodations on your next sailing with us will be more pleasant.
  
  As a gesture of goodwill, we have issued you and Ms. ************** an onboard credit in the amount of $150.00 USD per person, which may be utilized on a voyage that has a book by and sail by date of June 5, 2027. These credits are connected to your individual Marnier numbers and will automatically apply to your next Holland America reservation. They are non-refundable and may not be used towards a cash advance or casino postings. We kindly ask that this offer be verified at the time of confirmation to ensure that the booking is properly noted.
  
  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 President
  
  
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23428208
  
  I am rejecting this response because:

  We received a letter stating that we would receive a $150 credit on our final bill to compensate us for the inconvenience.

  I am NOT interested in a credit on a future cruise.

  Holland America needs to credit my credit card on file for $150, as promised in the letter from onboard ************** Represntative, ****** a copy of which was forwarded in my initial complaint.

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

  Business Response

  Date: 06/10/2025

  
  
  
  June 10, 2025
  
  ********* ********
  **********************
  *****,SC 29650-5100
  Email: ***********************
  
  RE: Case: 2-10497416574
         Booking: 3QGJ6R
  
  Dear *** ********************** 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.
  
  As mentioned in a previous correspondence we regret learning that you found your stateroom to be uncomfortably noisy during your recent sailing. As a gesture of goodwill, you and *** ********-***** were each given an onboard credit in the amount of $150.00 USD per person. These credits have a book by and sail by date of June 5, 2027. The credits are associated with your individual Mariner numbers and will automatically be applied to your next Holland America Line reservation. Please note that onboard credits given as a gesture of goodwill cannot be added to a completed sailing. we hope this information finds you well.
  
  It always concerns us when a guest is unsatisfied, and your feedback is important.However, after carefully reviewing your issues once again we are not in a position to alter our previous offer. We hope you can understand our decision in this matter.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President
  
  
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23428208
  
  I am rejecting this response because:

  The letter we received *CLEARLY* stated that a $150 credit would be applied to our onboard account. It was not.
  
  We are NOT interested in credits for a future cruise.  We want a $150 credit to the credit card on file in our account.
  
  Given **********************'s stated commitment to excellent customer service, I find this situation extremely disappointing and unacceptable.
  
  
  ****** ********
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/27/2025

  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.

  I applied for an **** discount of $100 and was told to forward the email confirmation to my cruise consultant, ********, and he would take care of it. I checked multiple times with multiple people and was told the $100 credit was forthcoming in the next 7-10 days even though their website says 72 hours and says nothing about additional submissions. I provided a copy of my AARP email to 3 different people. Today on the 4th day of the cruise ( for which we purchased a suite) I was told all those people were incorrect an I will not receive the $100 credit.

  Business Response

  Date: 05/28/2025

  
  
  
  May 28, 2025
  
  Ms.***** ******
  **************
  ********************-2532
  Email: *******************
  
  RE:  Case: 2-10496841606
          Booking: 3KCCHD
  
  Dear Ms. ******************** you for contacting us regarding your current sailing on ms ********
  
  These credits are issued upon verificantion it is not something we directly apply. a month before embarkatyion.
  
  We are very sorry that you were unable to take advantage of the **** Onboard Credit promotion during your sailing. In order to obtain these credits you must verify your **** membership using this link. Please note that in order to get these credits applied towards your booking you must fill out and submit the form one month prior to your embarkation date. As we did not receive the required documentation within the specified timeframe, were unfortunately unable to apply the credit to your booking. We hope you understand our decision in this matter.
  
  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 President
  
  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23384242
  
  I am rejecting this response because:

  Two companions and I chose Hollands D535 / 7-DAY ALASKA EXPLORER cruise for May 24-31.  We booked Neptune Suite #****.
  
  When we asked our Holland cruise consultant ******** ******** if there were any special promotions or credits available, he emailed some links.  I was eligible for the **** credit of $100.  We have no idea why this information was not automatically provided when we made the reservation.  
  
  As a customer, I relied on 1) your website, and 2) your employees for how to get the credit applied.

  1.Your website (****************************************************************************************************************************************************** states Guests must set up a Mariner account and obtain a Mariner identification number to receive Offer. Onboard Credit may take up to 72 hours to be applied to the eligible Mariner account. [No mention of 7-10 days]. 

  2.I received an email from ******** dated 4/28/25 which stated Once you receive a verification email please forward it over to me right away to place in your files. It will take 7-10 business days to add to your reservation.
  I sent the confirmation on 5/18/25 and received the following response: So from the time you receive the verification email, it takes 7-10 business days (weekends do not count) to show up on your Mariner profiles. I just checked recently for all three of you and it has not been applied yet. The cut off to add things onto a reservation is four days and it is only applicable on new bookings as stated in the terms and conditions.

  I called customer service and was told it does take 7-10 days, but I would receive the credit onboard. 
  After two days onboard with no credit, I gave a copy of the **** verification to customer service, and they sent an inquiry on my behalf.  I had the impression they believed the information I had was correct. However, the next day I was told it was not correct, and no credit would be given. 

  In good faith I followed the website instructions and the information given by multiple employees.  I went through Holland for everything, including transportation, land tours, and insurance. I spent over $4,000 on this cruise.  Yet Holland refused to provide the $100 credit that I was assured I would get.

  My onboard experience was stellar, and the in-person employee experience was the best possible.  But your inflexible and impersonal corporate position regarding the **** credit is deplorable.  Shame on you for my treatment, and for not honoring the benefit offer that was promised me.  

  A happy customer can bring you 10 more new customers. A disgruntled customer can lose you 100 customers. Which category would you be in after this experience? 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/20/2025

  Type:Product 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.

  July ******* day cruise from ********* to Ft Lauderdale traveling through the Middle East booked. 7 Oct 2023 ***** invaded ******. November 2023 *************** and Princess announced their revised itineraries for cruises in *************** but *** did not. 10 December 2023 we made our final payment. 30 Jan 2024 we were notified of itinerary revisions which were unacceptable to us so we chose to cancel. *** refused to refund our money but offered *** with the stipulation new cruises had to be booked by 31 Dec 2024 * had to commence by 31 Dec 2025. We had been planning to book a 51 day RT ********* through the South Pacific departing 29 Sep 2025. We were going to wait until spring 2025 to book it because the fares for the same cruise in 2024 dropped considerably 4 months before the cruise commenced. We had a *** balance of $5762 we did not want to lose, so on 12 Sep 2024 we booked an Obstructed View room on the ************************************ using the entire $5762 for the deposit. The cost was $14988, with a balance of $9226. Today that same room costs $9592 and an Ocean View costs $10,238. I called our travel agent and asked if we could upgrade to the Ocean View for the current price. *** told them no. I called *** * talked to Hasheena, explained the entire situation, * voiced my frustration over ***'s lack of transparency by not announcing the itinerary revision until after the final payment, and the restrictions they placed on the *** credit preventing us from getting the best price. Hasheena talked to ***** in the resolution department and she refused to adjust our fare to the current price.

  Business Response

  Date: 05/27/2025

  
  
  
  May 27, 2025
  
  Mrs.********* *****
  982 E 350 S
  Orem,UT 84097-5770
  Email: *******************
  
  RE:  Case: 2-10496326293
          Booking: 3R4R4V
  
  Dear Mrs. ******************* you for contacting us regarding your upcoming sailing on ms ********
  
  ***** expressed concern regarding promotional fares that were offered for this sailing and were sorry for any discontent. As with most products and services, pricing is based on supply and demand and if a cruise is booking slowly, discounts or amenities may be offered in order to boost sales.Many travelers appreciate the benefits of booking early, such as guaranteed space and a wider selection of staterooms to choose from. Others may prefer to wait until closer to the sailing date and while this can sometimes result in a lower fare, it also means fewer choices regarding stateroom category and location. If a cruise is selling quickly guests who wait to book may find that prices increase rather than decrease, or the cruise may sell out completely.Ultimately, it is up to each individual traveler to determine when to book and what pricing they are comfortable with. We feel that we offer an outstanding product at a very competitive price and while we cannot make our special offers retroactive to all bookings on a sailing, we can assure you that the best discount available at the time of reservation was provided to you. Again, we regret your dissatisfaction and hope this information will be helpful in future trip planning.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President
  
  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23355747
  
  I am rejecting this response because:

  We were given an ultimatum to either book early or lose the ***. It was unfair to not give a refund when the new itinerary included countries that would expose us to yellow fever when we were unable to safely receive a yellow fever vaccine due to our age. 
  I feel as if you have completely ignored this fact. We only booked early because *** would pocket the future cruise credit if we waited until 2025 to book this cruise like we wanted to do. 
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Date of Charge: April 21, 2025Amount Paid: $546.70Amount disputing: $7.08Nature of dispute: I was charged for the minibar. I did not use the minibar.Response: I tried emailing the company immediately and have not heard back

  Business Response

  Date: 05/22/2025

  
  
  
  May 22, 2025
  
  Mr.******** *****
  ****************************************************-3608
  Email: **************************
  
  RE:  Case: 2-10447254434
          Booking: 3KXG9G
  
  Dear Mr. ******************* you for contacting us regarding your sailing on ms ******** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  We are processing a refund for the mini bar charge. This refund is in the amount of $7.08 USD and will be refunded back to your credit card ending in 8322. Please allow significant time for this refund to process. We apologize for the delay and any inconvenience this caused.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  ***** *****
  Special ****************** of the President
  
  
  

  Customer Answer

  Date: 05/27/2025

   
  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,
  
  ******** *****

• Initial Complaint

  Date:04/29/2025

  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.

  Enclosed is the complaint i filed with the company.We are not receiving compensation for any trauma that this may have caused us from the business. We are considering legal action.I hve to attach a screenshot of the totality of the complaint, but long story short, we experianced multiple instances of harrasment on board. The staff walked in on us being intamate, and security stalked us. We felt very uncomfortible to make a complaint on board and they have been very difficult to deal with.

  Business Response

  Date: 04/30/2025

  
  
  
  April 30, 2025
  
  Mr.****** ********
  ****************************************************-8121
  Email: ******************************
  
  RE:  Case: 2-10486537273
          Booking: 3W2H2V
  
  Dear Mr. ********************** you for contacting us regarding your sailing on ms ******** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  We are sorry to learn that one of your belongings was confiscated prior to embarkation. As mentioned in our Cruise Contract you may not take on board firearms, controlled or prohibited substances, inflammable or hazardous items, any other items prohibited by applicable law, or any other item Carrier deems in its sole discretion to be detrimental to the safety, security, comfort or well-being of any person. For the safety and security of all our guests and crew members, drones are not allowed onboard.
  
  We are sorry to learn that you were disappointed with your dining experience while onboard. Our kitchen staff is composed of celebrated chefs from around the world who each present enticing signature recipes to be featured in all our dining venues. Our chefs endeavor to offer a variety of dishes to please every plate. We apologize again for your dissatisfaction and are confident that on your next sailing with us you will find your dining experiences to be truly outstanding.
  
  We truly regret your disappointment with the shipboard internet service but thank you for bringing your concerns to our attention. We endeavor to accurately detail this feature in our literature, online, and on board, so that guests may choose whether or not to agree to the terms and conditions when they sign up. The internet is accessible from workstations at the Explorations Caf and from guests personal devices using the ships wireless network (WiFi) which is available in all guest areas. Access to the internet is made possible through a limited satellite connection; as a result, the connection speed is significantly slower than land-based systems and is subject to interruptions outside of our control.There are related charges to use the service but packages are available.
  
  We have made significant commitments to improving onboard internet service including investments in greater bandwidth per guest and new technology to reduce our dependence on slow, costly satellite access. It is our goal to provide our guests with the best possible service regardless of the technological limitations that operating on the open seas may present.
  
  We would like to express our sincerest apologies for the negative interaction you had with some of our staff members during your recent sailing. We understand that guests privacy is of the utmost importance, and we deeply regret learning that this interaction may have negatively impacted your overall cruise experience. Your valuable comments will be provided to the appropriate management for our information and improvement.
  
  Were sorry that some of our guests werent feeling well during this sailing. When traveling, one spends a great amount of time in close contact with many people, and illness can spread easily by person-to-person transmission. Also, it is not uncommon for travelers to be more susceptible to illness because traveling itself is tiring. Through stringent protocol and procedures developed with the assistance of the *********************************************, we strive to safeguard the health and well-being of all guests and crew. Holland America Line is a leader in the implementation of sanitation programs on board cruise ships, and we work hard to minimize the shipboard effects of illness. However, we understand the impact illness can have and sincerely regret if this situation diminished your overall enjoyment of your cruise.
  
  We understand that the time spent at each port is a crucial part of your travel experience, and we regret that you may have felt rushed during your visits. Our goal is to provide ample time for you to explore and enjoy each destination to its fullest. Unfortunately, due to various operational constraints and scheduling requirements, we sometimes face limitations that affect the duration of our port stays. Please know that we regret your dissatisfaction and we will keep your comments in mind when selecting future excursions for this itinerary.
  
  We are sorry to learn of the circumstances surrounding your decision to disembark early from your cruise. As stated in the Cruise Contract If you plan to disembark the vessel and/or to offload packages,boxes, or baggage before your authorized port of call, you must advise the ************ no later than a day before arrival in that port to arrange an inspection of you and/or your belongings by local customs authorities. You will not be entitled to any refund, payment, compensation or credit of any kind.  
  
  Many of our guests purchase such coverage every time they sail and we are unable to offer a cruise fare refund or credit for a future cruise to those who did not select our cruise protection. If you acquired travel protection through an outside source we encourage you to follow up with them. Again, we are sorry to disappoint you in this matter but hope this helps to clarify our policy regarding trip interruption.
  
  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 President
  
  
  
  

  Customer Answer

  Date: 06/10/2025

  Hey *******,
  
  My name is ****** ********. Upon reviewing the response from the business I have chosen to reject the response. The criteria outlined in the complaint ****** on the bring of harassment as well as sexual harassment. My girlfriend and I feel violated and we feel extremely violated. 
  
  This is beyond a simple complaint as we have numerous complaints with the product we have received and the nature of the company. We are considering taking legal action against the company. 
  We feel very cheated, violanted, and ripped off. Due to how we were treated, we cannot simply take a blanket apology for every one of our complaints.
   I apologize for the late response, but we never received any emails regarding this issue. 
  
  Due to this, we have chosen to reject the claim.
  Thank You,
  ****** ********
  

  
  

  Also might I add, every time I try to contact the company I am placed on hold for 45+ minutes and hung up on when I speak to someone about the issue. 

• Initial Complaint

  Date:04/25/2025

  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.

  Cruise with Holland American (Zaandam) in Feb 25, returning to ***** on March 7. At end of cruise, had a refundable On Board Credit of $241.84. *** said policy was not to refund onboard, but to apply credit to credit card after cruise. That was 7 weeks ago. All email inquiries send to *** customer service get an automated response. Calls to customer service (always in excess of 60 minutes) get a person that simply apologizes and says they will add note in my file. I have not been contacted once by anyone from *** explaining what is or will be happening. I am concerned by total lack of communication. Call attendants offer no information or path to solution.

  Business Response

  Date: 04/28/2025

  
  
  
  April 28, 2025
  
  Mr.***** *****
  *******************************************************
  Email: **********************
  
  RE:  Case: 2-10481905575
          Booking: 2THQ5X
  
  Dear Mr. ******************* you for contacting us regarding your sailing on ms ******** First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able.
  
  At Holland America Line, the security and privacy of our guests and employees are of the utmost importance. We are committed to protecting personal data and continuously seek innovative ways to enhance our financial safeguards. Recently, we partnered with a new software vendor for onboard financial transactions. Due to this change, automatic billing refunds cannot be processed if no original charges were assessed to the registered card. Instead, our shoreside accounting team manages these refunds individually.
  
  While we anticipated minimal impact for our Guests,unforeseen factors have caused significant delays during this fleetwide initiative. We sincerely apologize for any inconvenience this may have caused,as we understand this is not the level of service you expect from us.
  
  As a result of this change, our accounting department will need to send your onboard account refund by check. Please know, this check will be mailed to the address we have on file, as noted above, and will be issued by third-party vendor, not Holland America Line. The check should be issued within two - three weeks of the date we process your refund and may come from Paymode X or bottom-Line Technology. Our records indicate that your case was submitted for escalation on April 10, 2025. Please be patient while your refund is being processed as our refunds are taking longer than normal and know we are doing everything in our power to expedite where possible. We sincerely regret any inconveniences and greatly appreciate your understanding.
  
  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 President
  
  
  

  Customer Answer

  Date: 05/01/2025

   
  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. However, I am concerned that the detail of timeline is not specific enough.  Thus, if I have not received my refund by May 15th, I will be re-opening the case with BBB. 
  
  Sincerely,
  
  ***** *****