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:07/24/2024

  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.

  My family of 4 had a package deal for cruise and coach/train to Denali. While the park was closed due to fire, we were not given an option to explore other cities such as *********/Wasilla but bussed to spend 3 days and 2 nights doing NOTHING in a hotel with a few sparse gift shops for entertainment. Looking forward to the glass topped train ride back to ********* we were finally getting excited again to maybe see wildlife. Our train engine broke down about 1 hour into the trip. We sat on the tracks for 5- FIVE- hours. The distraction of the regularly schedule lunch just brought the disappointment of being out of the only meal choice I could eat. I don't eat red meat and hate seafood. So the turkey sandwich sounded great to all 4 of us but was GONE. We finally hooked on to a passing passenger train that towed us to ********* where we were forced to get on cramped coach busses to *********. We sat on the tracks ANOTHER 2.5 HOURS waiting to board the coaches!!! That's 7.5 hours sitting stationary. They "comped" our meals as a courtesy. THOSE WERE ALREADY FREE! Then "gave" us $50 credit for breakfast the next morning. Well, that "breakfast" was only $24 anyway and it was a meager buffet. So if Holland is trying to say they gave us an additional $50, they are bold face lying.I've called Holland 4 times. I've had to dictate the entire scenario each time. Today, I spend 1:15 on the phone on my LAST call, not counting the 2 shorter calls before that. I've been told Holland is "working on a compensation package." No one has contacted me by phone, text, email, or any other form of communication. I am livid at this point. I want to let everyone know what they are getting should they choose to do business with Holland Cruises.I don't want all my money back from the cruise. I want the 1/3 back that I spent for the final third of our trip. Our trip was over $13,000, I am asking for $4334 returned to me. I am also aware of the law passed in 2024.

  Business Response

  Date: 08/23/2024

  
  
  August 23, 2024
  
  ************************
  Po Box 174
  ***************-0174
  Email: *********************
  
  RE:  Case: 1-10282671329
         
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms *************** and your land tour. We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have expressed.
  
  We understand your disappointment with the issues that arose on your cruise tour. While we always strive to honor the original itinerary,issues sometimes arise that require us to alter a land tour or sailing. As noted in your cruise contract we do reserve the right to alter an itinerary for any number of valid reasons. While we have no control over the weather or wildfires, we are very sorry that your Alaska adventure was disrupted. Our company continually strives to improve our service in ******. This endeavor presents many challenges, including the obstacles involved when wildfires disrupt multiple tours where all the logistics of lodging and transportation are reviewed and changed for the safety of our staff and guests. It is our goal to provide a seamless, wonderful experience for Holland America Line guests through our ship services and land tours. We understand that the change in itinerary and the communication provided were not satisfactory, and for that,you have our heartfelt apologies. We are very sorry that we did not live up to our goal of consistent excellence this time, and we will try to improve upon this experience. We sincerely apologize for your disappointment.
  
  We are also very sorry to learn of the ******** Explorer's engine trouble and the delays this caused returning to ********* at the end of your journey. We apologize for the delay in communication as we needed to confirm with our land team and management regarding the incident. According to our land team, this was an Alaska Railroad engine failure and not a Holland America land tour-specific issue. Our logistics teams worked diligently to find alternate transportation as quickly as possible, but due to the location of the breakdown, and the number of guests affected, options were limited. On-site teams attempted to go above and beyond to make guests as comfortable as possible during the unfortunate delay, including restocking food items and comping all non-alcoholic drinks and meals onboard the train. Guests understandably were frustrated and we apologize for the unfortunate, unexpected incident. In addition to all food and non-alcoholic beverages being compensated on the train, guests received $50.00 per person Alaska Service Certificates.
  
  As further compensation, our executive management has approved an additional $100.00 per person Future Cruise Credit**. Guests are also welcome to submit a claim to their own personal travel insurance for this interruption. Please note that we have applied the Future Cruise Credits to your Mariner accounts and you can find the terms and conditions below.
  
  Thank you again for contacting our office. Despite the issues you had on this journey, we hope that we can welcome you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the President
  
  ** The new voyage must be booked by and sailed by one year from the date of this communication. You may choose any available stateroom category, but the credit may not be transferred or refunded. It may be used as a deposit, for taxes, fees, and port expenses, or for optional programs or services such as flexible Flight Ease flights (added before final payment), pre-and post-cruise packages, or standard or platinum Cancellation Protection Plan coverage for yourself or other guests on your new booking. It cannot be used for onboard purchases, shore excursions,specialty dining, crew appreciation, restricted Flight Ease flights, or flexible Flight Ease flights made after the bookings final payment date. This credit is attached to your Mariner number and will automatically be credited toward your next new booking. We suggest that you or your travel professional verify this credit at the time of booking to confirm that the credit has been applied.
  
  For more information about using Future Cruise Credits, please visit our FAQ. For full Future Cruise Credit Terms & Conditions, please visit our website.

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22035047
  
  I am rejecting this response because:

  Well.... we got home SIX weeks ago and this is the first communication I've had from Holland despite numerous calls and emails on my part.
  
  
  I am furious at this letter.  You don't even have the facts.  You in fact did NOT give your guest $50 of Alaska Services Certificates.  We got 2 $25 certificates we were told were good ONLY for breakfast and ONLY at our hotel.  In the morning, our hotel restaurant was ONLY serving a minimal buffet.  It was $24 per person with no refund on the certificate.  We were given the "free" breakfast and had ZERO use for the remaining $25 certificate.  So what you are saying is an absolute LIE.  
  
  
  I'm so sick of Holland blaming everyone else.  HOLLAND contracted with the train, not ME.  So now HOLLAND is responsible for that contract.  I want my money  back for that portion of the trip that they failed to deliver on.  They are a multi million dollar company and are refusing to just make us happy with a few hundred dollars??? Not good publicity in my opinion.
  
  
  I had 4 of us.  2 booking numbers: 2V6HCM and 2V4PVN.
  I have researched that portion of the vacation and it looks like the cheapest tour from Anchorage to Talkeetna and ****** then back is $1714 PER PERSON.  I'm not asking for that amount back.  I am very adamant that Holland owes me half of that in form of refund per person on my trip. At a generous ask of $800 per person refund I believe they owe me $3200.  This offering a $100 off "coupon" on a future trip???? What a slap in the face!  "Here... we messed up your vacation so let me give you $100 off your next multiple thousand dollar trip with us."  As if I or any other passenger from that trip would EVER use Holland again.  
  Ridiculous.  I will pursue my complain with the Better Business Bureaus of both ****** and ***********
  

  I have a  receipt for $50 that my husband paid for breakfast so PLEASE DON'T TELL ME THEY GAVE US FREE FOOD!!  The rest of the food was INCLUDED in the package.  It wasn't free.  Please.
  
  
  Very angrily,
  *********************

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

• Initial Complaint

  Date:07/22/2024

  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 contacted Guest Relations via chat and was told to submit a complaint, because the person on chat could not help me. I did so on June 19, 2024. (Thank you for contacting us! Receipt Confirmation: CASE #************ ). I never received a replay, so I filed a repeat complaint on July 3, 2024 ( Thank you for contacting us! Receipt Confirmation: CASE #************ ). Today is July 22, 2024. Like the first submission, I have yet to receive a reply. ************** on the *************** was busy, or I would have asked for help in person to reconcile the charges to my account, both prior to sailing and while sailing, as well as ask why we had to have c*** on our bathroom floor for two days. I had called ************** the day before disembarkation, and a plumber was supposed to come, but never did. The kind room ******* cleaned it up the first time a day earlier, but we had to endure the remnants of a backed up sewer for over 24 hours our last day. The whole hallway smelled of backed up sewer. I became ill while sailing and could not attend two of the three dinners we reserved in the specialty restaurants. I paid in advance and want the additional prepaid charges refunded to me--we dined twice in *********, but never in ******** or Tamarind, both prepaid. The reservations were cancelled in a timely manner. I want an apology for the backed up sewer in our room, which got zero resolution, and was a health hazard.

  Customer Answer

  Date: 09/04/2024

  Complaint: 22028056
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with regard to some of the money I paid in advance.  But--to offer us $100 credit is pretty much an insult when what I seek is reimbursement for something that I paid for--I don't care that it was part of a package.  The package was hundreds of dollars, and $100 each of said package was for a dinner that we could not attend, because of Covid while onboard.  I was even advised me to seek legal help.  The most serious part of this is that I don't believe that Holland America fully accepts responsibility for the health threat that f**** on the floor for over 24 hours posed, and it was the second time during the trip that it happened.    Was I supposed to clean it up myself, and if so, with WHAT?  ************** promised to send somebody right away the second time the bathroom flooded, but never did, and when we disembarked, the f**** were still on the floor.  This represents a serious health threat and complete disregard for passenger and crew safety, not to mention comfort--the whole floor had sewer issues, it wasn't a case of routine maintenance.  Holland America management should be concerned with **************' response to such a health threat.  Besides, it was truly a disgusting situation from which there was no escape.  Instead, they offer a $100 credit with conditions.  If I never sail with Holland America again, which, believe me, I am definitely considering, what good does that do?
  I am neither impressed nor satisfied.
  
  **************************;
  

  
  

  Business Response

  Date: 09/04/2024

  
  
  
  September 4, 2024
  
  ******************************
  *****************************
  *******,NM 87059-8250
  Email: *********************
  
  RE:  Case: 1-10258406641
          Booking: 2XVKMX
  
  Dear ****************:
  
  Thank you for contacting us regarding your sailing on ms **************** We do sincerely apologize for the delay in response. This is due to an increase of emails and phone calls we are receiving at this time.
  
  We regret learning that you became ill during your time onboard and were unable to enjoy the pre purchased dining experience. As a result, you and ****************** were unable to attend two dining reservations during your sailing. We are processing a refund for the pre-paid Tamarind dining experience. This refund is in the amount of $82.60 USD and will be refunded back to the credit card used to pre purchase the dinners.
  
  Our records indicate that you and ****************** purchased our Have It All package to enjoy on your recent sailing. Included in this package is a complementary dining reservation at our ************** Restaurant. Regrettably we are unable to issue a refund for this dining experience.
  
  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.
  
  As a gesture of goodwill, we are happy to offer an you and ******************* an onboard credit of $100.00 USD per person. These credits may be utilized on a voyage that has a book by and sail by date of September 4, 2025. These credits are connected to your individual Marnier numbers and will automatically apply to your next Holland America reservation; it is 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.
  
  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: 09/04/2024

  Complaint: 22028056
  
  Please see attached document.  My response is repeatedly rejected for inappropriate language, but there is nothing vulgar or inappropriate in my response.
  
  **************************;

• Initial Complaint

  Date:07/12/2024

  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.

  In March 2024 my wife and I purchased a cruise and land tour to visit ****** from Holland America. We paid $6955.56 for the tour.They promised a 10 day tour with a cruise and land tour with a Wilderness tour inside ******************** on July 8, and a train ride on the ******** Explorer from Denali to **********On July 2, we received a letter saying that ****** was closed, and they were assessing the land portion of the trip. They said if power is restored they did not anticipate any changes to the itinerary. If that should change, they would contact us directly. In a letter date only July 2024, ******** Chalet Resort Team gave us a letter stating We wish to provide you with information regarding the wildfire near ******************** and Preserve.On July 4 the ship gave us a letter saying I am very pleased to share that circumstances surrounding the wildfire near ******************** and Preserve have improved such that lodging operations have been safely restored. It also states that if needed you will be informed.about alternate arrangements as soon as possibleLater, The captain announced on the pa that the situation has been resolved.They let us off the ship and transported us 4.5 hours to Denali and when we received a welcome packet, from the hotel, one paper said our tour of Denali start time, and another paper told us ****** was closed.I feel we were kidnapped, duped into thinking the fire was near ****** and everything was open and safe. Holland America lied to us by telling us that the fire was near ****** and they withheld information that the park was closed until they dumped us off at the hotel at the park.Then on the train ride from ****** to ********* the locomotive broke down and we sat still for hours. The 5.5 hour ride took 15 hours.I want a refund.

  Business Response

  Date: 09/10/2024

  Thank you for contacting Holland America Line.
  
  Our records indicate that your concerns were addressed by our agent, *********************, on August 14, 2024 to the email address on file.
  
  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
  
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Holland America Line has not provided appropriate travel as paid for. My family and I have been on the land portion of our Alaska cruise and are on the train from ****** to *********. This is a 9 hour train ride and we have been on the train since 8:29am today, July 9, 2024. The local time is currently 7:37pm and we are still sitting on the tracks with no resolution in sight. We have received little to no information about what the plans are for the broken down train nor do we have a clue as to how long we will be required to sit here on a train we have already been on for almost 11 hours and only moved a few miles. We have been told that we are still over seven hours from *********. *** employees on the train know as little as we do, but made sure to come around and collect payment for any food or drinks that were ordered while on this 11 hour kidnapping. We have no choice but to sit here as we are in the middle of the Alaskan backcountry. *** has done nothing to allay our fears, offer support for flights missed in *********, discuss hotels and lodging, nothing. I am ashamed to have chosen *** and would like an opportunity to discuss this debacle with someone who is making decisions on behalf of ***. My trust and loyalty to *** is gone after this disaster of a day.

• Initial Complaint

  Date:07/03/2024

  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.

  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

  Date: 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

  Date:06/28/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/07/2024

  Type:Billing 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.

  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

  Date: 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

  Date:05/24/2024

  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.

  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

  Date: 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

  Date:05/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************