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:01/25/2024

  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 boyfriend and I are both over 70 years old and we paid over $6,400 for a trip. We are less than 3 weeks until our departure and we have received no customer service. Their website has been down for a week and there is no accountability or way to check-in. On 1/25/24 at approximately 3:33pm I was on the phone with a ***** who said he does not have a supervisor and would not acknowledge that their website has been down and suggested to just call about until it works. I called and waited on hold for an hour only to be hung up on before speaking to *****. We have been doing that for over a week. Call wait times are over ************************************************************** possibility hang up up on you. There is no internal complaint system that I know of and no way to actually check-in. I believe this business is taking the money of older people without actually providing a service and when you call to troubleshoot, make-up any reason for not actually providing customer service or help with check-in.

  Business Response

  Date: 02/16/2024

   

   

  February 16, 2024
  
  **********************************
  ******************************************************
  Email: **********************
  
  RE:  Case: 1-10077166217
          Booking: 2C9P5J
  
  Dear ********************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. 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 are very sorry that our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. Our reservations agents are provided with up-to-date information and procedures regarding the complex aspects of our vast cruise offerings. In addition, our primary goal is to offer courteous, respectful, efficient service at all times. Your comments will be provided to the appropriate management for their information and review. Guests are the heart of our business, and we sincerely apologize that your experience was not satisfactory.
  
  Our website was recently updated and redesigned and we apologize for the difficulty you experienced in completing your online check in. Your experience was noted in detail and will be reviewed by the appropriate management and we appreciate your correspondence.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions. We look forward to welcoming you aboard tomorrow. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the *************

• Initial Complaint

  Date:01/25/2024

  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 mariner ID # is ************ wife and I booked a cruise (booking # XG4K7K on 3/27-4/10/2023) and paid total **$ ******** via **** credit card on Nov.14,2022. The payment included the fee for the Cancellation Protection Plan. Then we booked and paid for another cruise (booking # XT2P9R on 3/16-3/30/2024) after we cancelled the first booking # XG4K7K on Feb.1,2023 via email following their cancellation policy properly.We have sent numerous emails to headquarters requesting a refund for our first booking # XG4K7K since our written cancellation notice was sent on Feb.1,2023. However, there was no replay except an email on Mar.6, 2023 from **************** - Cruise Consultant. She asked us Can you please confirm if cancelling your booking is what you would like to do?. We immediately sent her back email requesting a reimbursement 80% - 90% of the eligible amounts paid. By the way, our latest email was sent on Jan.11, 2024.We are asking for our payment made on Nov.14,2022 to be reimbursed to our credit card before the departure of our upcoming cruise XT2P9R at the latest.I would really like your immediate action on this matter.I am very worried, annoyed and hoping for a resolution. Thank you.

  Business Response

  Date: 02/06/2024

  
  
  
  February 1, 2024
  
  ****************************************
  1-4-4, Nishihara
  *******,***** 151-0066
  Email: ****************************
  
  RE:  Case: 1-10076615888
          Booking: XG4K7K
  
  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 and to express our regret for the disappointment you encountered.
  
  We apologize for the delay in our response as we were researching your concerns. We do not have evidence that you contacted our Guest ******************** prior to this Better Business Bureau complaint. We do find that you did attempt to cancel your booking in a timely manner. We have submitted the paperwork to process your refund. The refund will go back to the card that you used to purchase this cruise and to the Future Cruise Credits that were used as partial payment of this cruise. We have requested that your refund back to your card be maximized above the future cruise credits. 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.
  
  Please feel free to contact us if we may be of additional assistance or visit us online. We look forward to welcoming you on board soon!
  
  Sincerely,
  
  ***************************
  Guest Relations
  Holland America Line
  ******************************************************************
  
  
  In compliance with our sustainability goals, Holland America has transitioned much of our cruising information to online or digital resources. As such, final statements can be viewed via our Navigator application. Once logged into your account, click the Account tab to access Statements. There you can access any previous onboard accounts by selecting View Statement under each booking number or selecting PDF for download/printing options.
  
  Creating an Online Account
  If you do not have a Holland America account established go to www.hollandamerica.com and click on Register on the top of the home page; please note guests can also register a new account directly from the Navigator application as well.Although a future booking is not necessary you will need to answer whether or not you have a cruise currently booked with Holland America Line. If you do have a future booking, please note your reservation must be at least 24-hours old.

  Business Response

  Date: 02/14/2024

  We have already responded with the guest directly about this issue.

• Initial Complaint

  Date:01/24/2024

  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.

  We were booked to travel on a cruise 12/16-12/23, we found out on 12/13 that our cruise would experience a 2 day loss of travel and different ports of call, however that *** would refund us 25% of our original purchase back to our original form of payment as well as several on board credits and a free 7 day cruise worth the value that we had paid. All sounds great. I had booked two rooms for 6 total people and spent, $4776. We called back and added the Have it all package for my four children, to which we made 3 transactions to do so, one was paid by my daughter $385, one was paid my me for my younger child $385 and the last was paid by my son in law for he and my daughter $770. We went on the cruise and made the best of it, at the end of our cruise we were paid back for the onboard credits that were not used back to my original form of payment. I then called to ask about the 25% refund as well as the 7 day cruise credit, after a lengthy wait and several transfers I was told that it would occur when they could get to it. No time frame was given. On 1/21 I received notification of a refund to my credit card. The refund I received was not for 25% but instead for two separate amounts of $274.50. I called *** and again after waiting an hour on hold I was told by guest relations that they didn't know why I was refunded that amount and that they were still working on it. Later that day, I called them again with my wife because we learned that my family members had also received refunds?? why I do not know since my card was the one that paid for the original purchase. The only amount they should have received would be 25% of the 385, equaling $96.25 but instead my son in law got $326, and my daughter got $326 and then two payments of $96.25. We called and told them and they said sorry, just ask your family for the money. I told them that they needed to correct the mistake and they refused. They told me they could email their credit **** and ask, but that hasn't occured.

• Initial Complaint

  Date:01/19/2024

  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.

  Booked a round trip flight for two, ********** to ****** and the return, through Holland America Flight Ease, and ******* didn't speak English and could not enter the reservation so she transferred me to another rep, who spoke better english. She quoted me $911 for the round trip. She called me back two days later because she didn't get my credit card number right. Two days after that, I was billed double, $1,822.34, exactly double.I called Flight Ease and ******* couldn't care less, and offered a partial refund; when asked to speak to a supervisor, I got hung up on. Called Flight Ease again and got transferred a lot, until I got to one who spoke decent English. She said I would get a full refund in 3-7 days; after 7 days, I called again, 'Where's my refund?" Now it takes ***** days...

  Business Response

  Date: 01/29/2024

  
  
  January 29, ****
  
  Mr.***********************
  Po Box 813
  ***********,** 95249-0813
  Email: *******************
  
  RE:  Case: 1-10071071624
          Booking: 2R9DGN
  
  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 and to express our regret for the disappointment you encountered.
  
  We are very sorry that you were disappointed with your recent communication with and service from staff in our ****************** and we truly regret any resulting difficulty or frustration. We appreciate you taking the time to detail your experiences for us. Our primary focus at Holland America Line is courteous, respectful, efficient service and assistance at all times. Your comments will be provided to the appropriate management for their information and improvement. Corporate staff certainly understands that our guests are the heart of our business, and again, we sincerely apologize that this was not your impression.
  
  We are showing that a refund for your flight purchase of $1,822.34 was processed on January 19, ****, to the credit card used to purchase. Please let us know if you have any further questions or concerns.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:01/19/2024

  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.

  Weve been on a cruise with ************** booking no. XV5LWM )During this cruise we booked a 9hrs excursion to Borobodur.The tour description promised we would arrive at the temple after an 1hrs drive from the pier and would be able to wander through the monument.However, nothing of this was close to be true. The drive took nearly four hours. The way back was also nearly 3 1/2 hours. (We arrived late at the ship, the total length of the tour was more than 9hrs)At the temple we found out, that is was never planned for us to wander through the monument. For that we would have needed a ************** for a time slot as only a certain amount of people are allowed to walk through the monument within that time slot. The local guide told us, that it would have been impossible to arrange that for the cruiseship guests.So all we could do was looking at the monument from the outside and take a walk around which took roughly ***** minutes. The description also said that we would been split up in smaller groups for a more intimate experience, which was not true either, we had just one tour guide for our whole bus. So the explanations he tried to give, without a microphone or headsets were hardly to follow with appr. 40 people surrounding him.We already complained onboard and asked for a full refund. All they gave us so far was a (slightly less than) 30% reduction on the paid price.After the cruise we contacted guestservices several times to again ask for a full refund, without getting any answer.If we would have known upfront that the bustrip would take more than three hours each way and that we were not allowed to wander through the monument we would never had booked this excursions. It was actually a waste of time and spoiled vacation day. It is absolutely not fair to sell an excursion which such an misleading description and its even worse, that they never answered on our emails.

  Customer Answer

  Date: 01/20/2024

  Last night we received an email from ***, I replied to this today and attach these emails.

  I like to emphasize, as in the email, that the tour description stated 1 hrs. drive and wandering through ************ when we booked the excursion. We booked through the iPhone App of ******************* and I already attached  a screenshot of the description in our first email to *** as again today and to the complain with BBB

  I will keep you posted

   

  kind regards

  *******************

  Customer Answer

  Date: 02/01/2024

  Additional emails from and to Holland America

  Customer Answer

  Date: 02/02/2024

  Additional emails from and to ***

  Customer Answer

  Date: 02/02/2024

  Additional emails from and to ***

  Customer Answer

  Date: 02/02/2024

  more correspondence with ***

  Business Response

  Date: 02/15/2024

  February 15, ****
  
  ***********************************
  Email: **************
  
  RE:  Case: 1-10054328704
          Booking: XV5LWM
          BBB: # ********
  
  Dear ****************:
  
  Thank you for contacting *************************** regarding your Westerdam sailing. ******************** has reviewed your feedback and asked me to respond on his behalf.
  
  We understand you previously discussed your feedback with representative ********* regarding the **************** excursion, and we again would like to express our apologies that you were disappointed with the tour. While we are delighted to partner with many vendors across the world, we do expect them to uphold Holland America Lines standard of excellence and we regret if you feel any information was misleading. Please be assured your comments regarding the online description and overall experience have been recorded for managements awareness and considerations in future planning.
  
  With regard to the compensation provided, our records show onboard credits of $100.00 USD per person were extended to you and ***************** on January 19, ****. An additional credit of $100.00 per person was later extended on January 31, for a total of $200.00 per person.
  
  Having said that, upon review of our previous correspondence on January 19, we note the offer information provided included incorrect amounts, citing $200.00 per person ($400.00 total). We acknowledge this was an oversight in our original correspondence and regret any resulting frustrations in later communications.
  
  As a token of our apologies, we have issued an additional onboard credit of $200.00 per person to resolve the previous communication error as well as in recognition of the misinformation later provided. For convenience,weve included the following financial breakdown:
  
  ******************* Withus MID 8614983441
  OBC ******** $100.00
  OBC ******** $100.00
  OBC ******** $200.00
  
  *********************** MID 8618936210
  OBC ******** $100.00
  OBC ******** $100.00
  OBC ******** $200.00
  
  TOTAL CREDIT VALUE: $400.00 USD per person ($800.00 total)
  
  Typically, credits are available for 1 year from date of issue, however as a courtesy we have extended availability through book-by December 31, ****, for a sailing that embarks by December 31, ****. We hope that by extending this will ease some of the time-sensitive stress that *** arise while making travel arrangements, and that you will be able to find a sailing that fits both your interests and schedule. For convenience, the full Terms & Conditions are noted below. While we understand this offer does not recover the time or energy spent resolving the concerns you encountered, we hope it will in some measure reflect our commitment to you.
  
  Despite the frustrations you faced, we look forward to the opportunity to welcome you and ***************** back on board in the future to continue exploring the world together and experience our best, as our guests can and should expect of us. On behalf of ********************, we eagerly await our next adventure. Until then, we wish you both all the very best.
  
  Sincerely,
  
  ***********************
  Special ****************** of the ************************ Terms & Conditions
  These credits are non-refundable and *** not be used toward a cash advance or casino postings. The credit *** be used toward all purchases in the bars, boutiques, photo gallery and art auctions, as well as specialty dining, spa treatments and shore excursions. For convenience, they are associated with your Mariner numbers and available through book-by date December 31, ****, for a sailing that embarks by December 31, ****. We kindly ask that this special offer be verified by you or your travel advisor at time of confirmation to ensure the reservation is properly noted.
  
  Viewing Credits Online
  To view your credits, please log onto www.hollandamerica.com. On the home page, at the top click on Login. Enter your email address and password for your Holland America account. Once you are signed in, click on My Account. Under the My Profile tab, you will see a separate tab Future Cruise Credits. Here you can view any Future Cruise Credits/Deposits and Onboard Credits, and their status.

  Customer Answer

  Date: 02/16/2024

   
  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.

   

  We really appreciate the response, especially that you finally admitted what went wrong. We all make mistakes sometimes, its important how we handle those situations.

  We are looking forward to sail with you again and we are sure we will get a better, smoother experience then. 
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:01/15/2024

  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.

  there is a special promotion HAVE IT ALL ,prior to signing up i have a question about promotion and i was offered for four hundred shore excursion each of the party involved instead of two hundred each because of my previous sailing i did not get any specials giving to me and two dinning credits each and internet service with beverages offers, but i came to find out that was not the case i called excursion department to inform them because that s where i signed up for the promotion and they refused to accommodate me and refused to cancel the package deal

  Business Response

  Date: 01/23/2024

  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ********** Guest Relations is here to help with any post-cruise concerns you may have after you have sailed.
  
  Since your inquiry is a pre-cruise concern; we kindly ask that you contact our reservations department for further assistance. You may reach them Mondays through Fridays at 5:00 AM to 7:00 PM PST and weekends at 6:00 AM to 5:00 PM PST through the following means:
  
  Phone: ************
  Fax: ************
  For Chat, visit our website ****************************************** Chat, and fill out the required fields to start a conversation.
  
  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: 01/23/2024

   
  Complaint: 21148152
  
  I am rejecting this response because:
  I have tried to call many times and unable to get help and as I told you from beginning when asked about the offer due to misleading information I asked to have the purchase to be cancelled and was denied that's why I file a complaints we are back to square one I did not get the proper answer to resolve my complaint 
  Sincerely,
  
  *********************

  Business Response

  Date: 02/08/2024

  February 8, ****
  
  ************************
  Email: *****************
  
  RE:  Case: 1-10063365893
          Booking: 2X2WXK
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms **********
  
  We have reviewed your cases and found that in December of 2022 prior to your February 3, 2023, sailing booking XMDT2T we received BBB complaint #******** regarding promotional offerings. As this was prior to your cruise we referred you to our *********************** to review promotions. In review of the booking history today, we do not show any inquiries noted regarding what amenities you had or were eligible for and no offers were made for complimentary amenities for this booking or future bookings by Guest Relations or the ***********************  Below is the response to that complaint.
  
  December 7, 2022
  
  ************************
  Email: *****************
  
  RE: Case: 1-9435051627
          Booking: XMDT2T
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ********** Please accept our most sincere apologies for the delay in our correspondence to you.
  
  Youve expressed concern regarding promotional amenities that were offered for this sailing, and we are sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them. Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our shipboard staff is notified of any amenities associated with individual bookings and these should be provided to the guest once on board.However, we cannot make every promotional offer available to every booking.Again, we regret any dissatisfaction surrounding promotional amenities and hope this information will be helpful in future trip planning.
  
  If you would like to review your booking and the promotional offers you booked, please contact our reservations department at *************  
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *********************
  Special ****************** of the ******************* have also reviewed your upcoming booking for September **** and do see you have the Have it All, which includes the following amenities per person:
  
  Pinnacle Grill              
  Canaletto                             
  11-Day *******************-Day Surf Wi-Fi
  11-Day Signature Beverage Package
  Shore Excursion Discount $200.00
  
  No additional amenities were offered or noted. If you no longer want the, Have it All as previously advised since your inquiry is a pre-cruise concern; we kindly ask that you contact our reservations department for further assistance.You may reach them Mondays through Fridays at 5:00 AM to 7:00 PM PST and weekends at 6:00 AM to 5:00 PM PST through the following means:
  
  Phone: ************
  Fax: ************
  For Chat, visit our website ************************************* click Chat, and fill out the required fields to start a conversation.
  
  
  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: 02/08/2024

   
  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:01/12/2024

  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.

  I am contacting you regarding serious issues experienced during my Holland America cruise booked through ***************, which profoundly affected our vacation experience. As a loyal guest with Mariner number ********** and booking number 2KHC3M, I anticipated a trip filled with comfort and enjoyment, especially after accepting a paid upgrade to a Neptune Suite. Unfortunately, what we encountered was a series of distressing events that neither I nor my family could have anticipated, leading me to seek assistance and intervention from upper management.Initially, a gentleman had offered an upgrade from the Signature Suite to the Neptune Suite for an additional fee of $650 over the phone, but shortly before the departure, I was asked to pay an extra $350. This later escalated to a demand of an additional $1,950, which, under the pressure of possible trip cancellation, I reluctantly agreed to pay. The financial strain and confusion caused by these changing charges were considerable, posing an unacceptable burden for us.However, an even more troubling issue arose with the Neptune suite itself. Upon check-in, we discovered that water was leaking from the bathtub and shower door. Our attempts to resolve the problem through the concierge, *****, led to only a partial and temporary fix. Despite assurances, maintenance did not return to fully repair the shower door, rendering the bathroom essentially unusable. The manager, ****, from guest service, personally witnessed the state of our suite and seemed to share our disbelief that guests were allocated such a room.These unacceptable conditions and the failure of the promised service reflect a standard I am certain Holland America does not endorse. Not only were the discrepancies in the additional charges alarming, but they were compounded by the inability to use basic amenities in the Neptune suite for which we had paid a premium.I have attached the original receipt for the upgrade fee. Best Regards

  Customer Answer

  Date: 01/12/2024

  My name is *****************, Mariner number **********, and I have reserved a 7-day Baja Peninsula cruise departing from ********* on January 6, returning on January 14, 2023. My booking number is 2KHC3M.
  
  The initial accommodation arranged for me, through an offer from ***************, was a Signature Suite. Subsequently, I was offered an upgrade to a Neptune Suite for an additional charge of $650, which I accepted and paid for as agreed, confident in the integrity of the pricing as confirmed over the phone. Receipt of this transaction has been received and acknowledged.
  
  To my dismay, a week before the departure date, I received an unexpected request via email for an additional payment of $350. Upon contacting your service team for clarification, the agent indicated that they needed to check with the ***************** due to the nature of my booking. After a prolonged wait, the same agent returned with an even more astonishing demand: a supplementary payment of $1,900 instead of the initially mentioned $350.
  
  Regrettably, under threat of cancellation and due to my concern for the plans made by my accompanying family members, I felt compelled to comply with this new and unexpected requirement. Consequently, I have paid an extra $1,950.
  
  I must express my frustration and displeasure at how this matter has been handled. It is troubling that not only were additional charges levied after an agreed-upon price, but the communication regarding these changes was extremely unsettling, especially with the suggestion of trip cancellation being imposed at such a late stage.
  
  With this communication, I attach a copy of the original receipt for your reference. I request that upper management reviews this situation and provides a thorough explanation, along with a proper resolution. The trust and enjoyment expected from booking a cruise with Holland America have been significantly undermined by this experience.
  
  I appreciate your prompt attention to this issue and anticipate a reply at your earliest convenience.

  Business Response

  Date: 01/23/2024

  
  
  
  January 23, ****
  
  Mr.*****************
  **********************************************************************
  Email: ***********************
  
  RE:  Case: 1-10046926209
          Booking: 2KHC3M
  
  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 and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional fares that were offered for this sailing and were sorry for any discontent. In a review of the specific promo, you mentioned we show that it was a casino certificate for a 2023 sailing vista suite and was not applicable to your **** booking. We show your original booking 2KVGWJ you paid $630.00; $280 was transferred to your new booking 2KHC3M and $350 was refunded to your **** card on October 6, 2023. As previously advised, there was a balance due for the vista stateroom and then there was a paid upgrade to a Neptune suite creating the higher balance due of $1950.00.  We show that the reservation team also provided complimentary premium internet as a goodwill gesture.
  
  We understand you were unhappy with your stateroom,particularly with regard to the shower leak, and we apologize for your displeasure. We endeavor to keep every area of the ship in top condition and to provide inviting and relaxing accommodations for our travelers. We show that the ship provided a second stateroom for showering while the work was done, and the new grout dried in addition they provided $400.00 onboard credit for this inconvenience.
  
  Please know that all of your concerns have been reviewed by senior management and, while we regret your continued disappointment, our final decision is that no additional compensation will be offered.
  
  Again, please accept our apologies for your disappointing holiday. We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21138579
  
  I am rejecting this response because:

  Dear Holland America Guest Services,

   

  I appreciate your prompt response concerning my earlier communication. However, after reviewing your resolution offer and proposed explanations, I find certain key points have not been adequately addressed or resolved to my satisfaction. I am earnestly requesting a reevaluation of my concerns, a task I believe is essential to upholding the high standards of fairness and customer service that ********************** espouses.

   

  The initial communication with the booking agent led me to understand that the upgrade charge to the Neptune Suite would total $1,000, of which $350 was a transfer from a previous booking, and an additional charge of $650 was agreed upon. This agreement was confirmed and put in writing with a final statement emailed to me. To my surprise and consternation, one month before the cruise, I received an email with a new demand for an additional $350. This was neither expected nor acceptable given our prior arrangement.

   

  Upon voicing my concerns, instead of honoring the original quote, the price was escalated drastically by a supervisor to an unprecedented $1,950. This altered sum bears no resemblance to our agreed terms and, quite frankly, has all the hallmarks of a bait-and-switch tactic, which is both unethical and damaging to your company's reputation.

   

  Additionally, I must express my frustration with the internet service charge of $229, which was assumed to be complimentary as part of the suite package or, at the very least, could have been clearly communicated as payable.

   

  To ensure a fair and just resolution, I am seeking the following:

   

  1. A detailed justification of the price hike from the agreed $1,000 (inclusive of the $350 transfer from previous booking plus the additional $650) to the $1,950 charged.

  2. A refund of the difference imposed unjustly and without a proper explanation, in respect to the original booking agreement.

  3. An explanation and potential compensation for the unexpected charge for internet service, which was not clearly disclosed.

   

  The experience has significantly marred our overall enjoyment of what should have been a memorable and pleasurable vacation, and I believe these steps are necessary to reconcile the situation.

   

  Let me reiterate my appreciation for *****, the Neptune Concierge, whose service was exemplary amidst these tribulations. It is this level of service that I have come to associate with Holland America, and it is against this benchmark that the entire experience should be measured.

   

  I trust that you will address these issues swiftly and fairly, allowing us to move forward with mutual satisfaction and continued patronage.

   

  Yours faithfully,

   

  *****************

  Mariner Number: 8615426156

  Booking Number: 2KHC3M
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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.

  Started off in line to get on the ship, had several employees telling you go this way, then the next employee would send you the opposite way. Next getting on ship, the first thing no ICE FOR ICED TEA, for 2 days then on 3rd day I had ice, then days 4 and 5 no ice because ROOM SERVICE said I didn't need it (THE ICE I DIDN'T NEED, HOW DOES HE KNOW WHAT I NEED, OH! YES THATS BECAUSE I WAS GIVING HIM MY ORDER). AND I DIDN'TGET ANY ICE FOR YES MY(ICED TEA). On excursions was told I'd get a credit since jellyfish were seen, and I'm allergic to beesWAS TOLD I WASNT ALLERGIC TO BEES, NEVER ONCE WAS ANY MEDICAL QUESTIOS ASKED FOR AT ANY TIME.).They gave us 2 vouchers for the SPA,however wouldn't honor them, didn't have anyone to do what we desired (USELESS). THE 1ST DINNER, the lasagna looked Like DOG FOOD, didn't taste any better, store brand from freezer is better. The pool area wasn't big enough for all the guests, teenagers and kids in at the desired times. When I crossed with this company years ago they (HOLLAND AMERICA)was TOP NOTCH now I'm definitely interested in another CRUISE ?? COMPANY for my ****** cruise ??.this year. No CHOCOLATES on pillow before bedtime. When I checked my balance before getting off the ship I was DUE 75 DOLLARS, HOWEVER I WAS CHARGED 75 MORE, who knows why, can't get anywhere on the phone with there employee problems. When I took there cruise years ago they dropped us on beach for snorkeling not now (THEY MAKE YOU JUMP OFF BOAT OUT ************ SO)WHY???WE HAD NO ROBES OR BEACH TOWELS IN OUR ROOM WHEN WE ARRIVED, OTHER QUESTS HAD THEM??? SINCE MAIN DINNING AREA FOOD NOT VERY TASTY(THE ONLY FOOD THAT TASTED OK WAS FROM THE DIVE IN A BURGER AND FRIES,AND THE ****** ONION SOUP FROM MAIN DINNING ROOM.PLEASE HELP A DISABLED SENIOR GET THERE MONEY BACK AFTER A TRIP FROM A COMPANY WHOS LOST THERE STANDARD TO EXCELLENT CUSTOMER SERVICE, THIS WAS THE WORST SERVICE I EVER RECEIVED IN MY 60 YEARS OF LIVING.

• Initial Complaint

  Date:12/31/2023

  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.

  On August 15, ************************************************************************* port at *******, ******. I was treated that afternoon and again the next morning (8/16/2023) for pneumonia. I was billed $2,123.01 for the services. I forwarded my medical charges to ******** for reimbursement.After September 29, ************************** and I was informed of one double charge by Holland America and four over ********. The delay in contacting Holland America was due to two planned hunting excursions that were planned and paid. I contacted Holland America disputes on November 30, 2023 (email) and December 3, 2023 (email) regarding the over-billing and my request for reimbursement.On December 13, 2023 I called Holland America disputes and spoke to an employee regarding the over-billing. Later that day I received an e-mail from Holland America that informed me they could not refund me for the over-billing, contact my insurance provider.******** stated I had been over billed four times and double charged once. The amount of over-billing and double charge came out to $281.63. I would like to be reimbursed for that amount.All of the documents attached to this complaint were provided to Holland America via email on November 30, 2023. A copy of that email is enclosed.

  Business Response

  Date: 01/19/2024

  Hello ******************,

   

  We want to thank you for your inquiry to our Guest ********************* We apologize for the frustration you have felt regarding this issue.

  Please be advised Guest Relations does not handle medical billing or disputes. Our records indicate your dispute was forwarded to our ************************* on 1/10/24 and they will contact you directly. We have expedited your claim with them.

  Please let us know if you have any post-cruise related issues that we can help you with.

   

  Sincerely,

   

  Guest Relations

  Holland America Line

  Customer Answer

  Date: 01/21/2024

  I also filed a Appeal claim with ******** for a Denial of benefits.  ******** wants the following information no later that January 24, 2024.  ******** wants the following information: Hx and Physical Report, EKG Report, *************************** Report and *************** Notes and X-ray ******* This information can be e-mailed to me in a PDF format.

  Thank you, ***********************

   

• Initial Complaint

  Date:12/28/2023

  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.

  I am absolutely disgusted with Holland America. I have contacted HA customer service phone line numerous times and spoken to MANY representatives. From the bottom to the second and third tier representatives. All have given me the same answers: the pictures are being mailed to you and we are looking into your internet issue onboard.We chose and ordered our photos on board the evening before disembarking. Per the photo crew, orders were backed up and were told they will be delivered to our cabin before morning. Morning came, and we had no photos in the cabin. We proceeded to the photo shop and there was NOONE there to help us. Considering we have two kids, two and seven years old, we were really looking forward to the photos we had chosen.I called on Monday after arrival, and after a lot of transfers, finally got to someone that was able to look into the issue. The answer I received from customer service: we are contacting the ship to see if we can have the photos mailed to your home address (and verified my address). I have been told that EVERY time I have called Both my husband and I work remotely and we understand the internet onboard is not reliable. Not working at all would have been more accurate. We purchased additional user, hoping we could at least check emails through the phone and stream, but that didnt help. We went to customer services onboard they couldnt help. We came across some other passengers who had similar issues, some of them had gotten their internet charges refunded, some didnt. This was my second Holland America cruise. We took the first one back in 2011 and it was the best cruise we had ever been on. The food and service was out of this world! The disappointment with this last cruise was heartbreaking. The food was good, but nothing to be excited about. Service.meh. The dinner crew didnt know the left hand from the right, buffet crew looked like they wanted to be anywhere but on the boat, and some of the guest service reps were outright rude.We booked the Reggae Hill excursion 3 out of 5 hrs were spent on a bus. No free food, more like free SAMPLES were provided. Additionally, Reggae Hill is not suitable for young kids or older individuals as you cant swim in the water due to currents, its really hard to get in and out of the river, and the trash in the bend of the river was disgusting.My Mariner id is *********.

  Business Response

  Date: 01/16/2024

  We are processing a refund for the internet package and are attempting to recover the photo package purchase before issuing a refund.

  Customer Answer

  Date: 01/21/2024

   
  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, providing that I will get the promise refund and hopefully the missing pictures.

  As of today's date 01/21/2024 I have not received anything from Holland America.

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