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:12/20/2023

  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 received a 7 day spa pass from a friend on the cruise. I did not know exactly what was included so I went to the spa and asked a gentleman that was standing behind the counter. He told me that the lady walking up to the counter could help me. I proceeded to ask her the same question and she said that she would show me some of the ******* went on a quick tour and then came back to the main area in the spa. She asked what service I wanted & I stated that I wanted a massage since I wanted to use the pass. She said ok. She told me the types of massages and told me to be sure to get in the water before getting the massage because the type of massage I was getting I needed to get in the spa pool (not sure of the term) in order to open up pores. Once the massage was over, I was told to sign the receipt. I was under the impression that I would get credited for the massage since the lady that I spoke with knew I asked what was included in the pass. A few days later I noticed a charge of over $300 was on my account. I went to guest services twice It wasn't until I did a complaint in the complaint box with the hotel manager that someone called me. She told me that she would look into it. The next day I called her and she said that her manager said it must have been a misunderstanding on either my part or the lady that gave me the tour. The best that he (manager of the spa could do(according to the lady that I called in the spa) was to give me $62 & that would be the end of the conversation. I am upset and hurt by this because I clearly asked upfront about the spa pass. If it was not included, the lady who gave me the tour should have stated so when she asked what service I wanted. Instead she booked the massage and then up sold me by saying I should get the longer massage and not the shorter one. I feel as though I was conned and noone cared. My trip from this point was ruined. I am not recommending anyone to this cruise line because of how I was treated.

  Business Response

  Date: 01/02/2024

  ...Dear *************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. 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 there is a discrepancy between your onboard account and your credit card charge, and we apologize for any resulting frustration. We have received your complaint that you submitted to the Better Business Bureau regarding the massage you purchased from our Spa. According to your complaint letter, you stated that you were given a 7-day pass to the spa and believed that the massage that you scheduled was part of the package. After searching our records, we are unable to locate the 7-day spa pass. The records we do show are for the seaweed massage that you scheduled. We do show that there was a downward adjustment to the price of the massage as promised by the spa manager. Since you scheduled and received the seaweed massage we are unable to refund the amount you were charged.
  
  Were sorry you were disappointed with the service in Greenhouse Spa & Salon. We have forwarded your letter to *************. This company manages the beauty salons and spas on board all Holland America ships.Were confident they will contact you as soon as possible. For your convenience, weve listed their contact information should you have further questions.
  
  *************
  Attn:  Customer Service
  *****************************************************************************************
  Email:  *******************************
  Website:  www.***********.com
  
  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
  ******************************************************************

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21035163
  
  I am rejecting this response because: I have proof that I was gifted the 7 day pass as well as I still have the 7 day pass. Also, the fact that the spa apologized for the misunderstanding and gave me a little over $60 back shows their admission of guilt. I also have additional witnesses that I met onboard the ship that will collaborate the incident. 
  
  ************************************************

• Initial Complaint

  Date:12/19/2023

  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 checked my statement onboard before I left and it was correct (Oct 28). A week later I checked and a charge for $169 USD was added from the photoshop which I did not purchase nor receive anything for. I emailed immediately and they sent me a statement and called it resolved. I then contacted them again and the phone line said to email. I talked on a chat to *********, she said I had to call. I called and pressed the number for customer service and they hung up on me. I called and pressed 6 and actually got a live person ***** on Nov 10, he said give them a couple of weeks to resolve. I called back on Dec 1 talked to Zen, she transferred me and hung up on me. I called back **** answered this time. She resent the request to the ship and said it would be 4 days to resolve. I still have not heard anything and they (HA) will not let me talk to anyone that can fix the overcharged amount. I would like my $169 USD back. I have since found out it was for a download that I did not order nor did I get. Their staff used my phone to show me how look at photos and they pushed some buttons that created this charge. Please help me find a way to contact them that will actually work. My Booking # 2LDL9D by claim # 1-9950746386. The total amount I paid was close to $5000 CAD but I am looking for my $169 USD back

  Business Response

  Date: 12/26/2023

  December 26, 2023
  
  **************************************
  ******************************************
  ************,** V0R 1N1
  Email: **********************
  
  RE:  Case: 1-9950746386
          Booking: 2LDL9D
  
  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.  
  
  Please be advised that we have forwarded your comments regarding shipboard photos to our Photo & Video team. After a full review,we show the photo charge was for an 8x10 print that would have been delivered to your stateroom prior to your disembarkation. Please find the attached signed receipt for the purchase. 
  
  
  
  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 *********************

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21028848
  
  I am rejecting this response because: the receipt that was sent from the ship is not in the amount of $169.00 that receipt was for a charge of $149.99 which I also paid for. 

  The charge I am disputing and would like credited is for $169.00 USD.  I have done a screen print of the last page of my statement.  It shows TWO (2) charges one for $149.99 which I agree with and one for $169.00 that needs to be refunded as I did not get anything for this.

  I have explained this 4 times to Holland America in various forms (email, text, telephone, and now through the BBB).  Please read and understand, there are 2 charges one for $149.99 is okay. The other for $169.00 is not okay and must be refunded.

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

  Business Response

  Date: 01/23/2024

  
  January 23, 2024
  
  **************************************
  Email: **********************
  
  RE:  Case: 1-9950746386
          Booking: 2LDL9D
  
  Dear ****************:
  
  Thank you for contacting us regarding your sailing on ms ********
  
  In a second review we show that the transaction for $169 was for 10 downloadable photos purchased via the Navigation App. We have confirmed that the photos were not downloaded. We have initiated a refund to the card used for your onboard account.
  
  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 *********

  Customer Answer

  Date: 01/24/2024

   
  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.

  Thank you for your help in resolving this, it was unfortunate they did not come to this conclusion when I approached them on the 4 other occassions before I contacted the BBB but I am pleased with the result.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend and I were to take a cruise with Holland America on January, ****. My friend was diagnosed with prostate cancer and his treatment overlapped the cruise time. Holland has refused to refund our money or give us a credit for a future cruise. My friend was a ******* Vet exposed to Agent Orange. I am a retired teacher...we have both served our country. I am extremely upset and and angry at their response.

  Business Response

  Date: 01/03/2024

  
  
  January 3, 2024
  
  ***************************
  328 *********
  ******************,** 44614-8181
  Email: *******************
  
  RE:  Case: 1-10028734491
          Booking: 2JGWHC
  
  Dear ***************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. 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 that you needed to cancel and empathize with you regarding the circumstances that led to this decision. We are also sorry that you found yourself in this difficult position without adequate cancellation protection. Although your situation is very unfortunate, our cancellation policies are clearly detailed in our brochures and online, and must apply to everyone equally in order to maintain the integrity of our company and the cancellation protection plans we offer. Many of our guests purchase our cancellation protection to safeguard against unforeseen difficulties every time they sail, and offering the benefits of this coverage to guests who do not purchase it would be unfair to those guests who do. Although we are truly sorry for the circumstances involved in your cancellation, we are not able to offer a refund or credit toward another cruise. And while we realize this decision will be disappointing to you, we are certain you can understand that we cannot make an exception for every guest who cancels, and it would put us in a very compromising position to make exceptions for some travelers, but not for others. We sincerely wish we did not have to disappoint you in this matter. We do see you were able to substitute a new guest for a name change fee of $50.00. 
  
  For future travels, we strongly encourage you to protect your investment with some type of travel protection. While a variety of such plans are offered throughout the industry, we feel that our plans offer the best protection. Our Cancellation Protection Plans allow travelers to cancel for any reason up to 24 hours before departure under the Standard Plan (CPP), and up to departure with the Platinum Plan (CPPP). Many other plans only allow cancellation for certain covered reasons, leaving travelers without adequate coverage in many circumstances. And unlike some other plans, our plans also cover pre-existing conditions without exclusions or time limits. Nonetheless,if purchase of our cancellation protection is declined, we strongly recommend that you purchase such coverage through your travel professional or an insurance broker.
  
  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 next week. Until then, we wish you all the best.
  
  Sincerely,
  
  Guest *************************************** of the *********

  Customer Answer

  Date: 01/04/2024

   
  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:12/12/2023

  Type:Delivery 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.

  Background cruise company: Holland America departure date: 10/10/23 *************** return date: 12/22/23 *************** booking: XLHV5K passenger: **************************** address: ******************************************************************************************; ********************** The incidents described below (not an exhaustive listing) indicate that Holland America failed for over two months to provide the services for which payments in excess of $50,000 were made. As a result, the undersigned demands that Holland America returns at least $25,000 on account of all the inconveniences and damages suffered. The compensation offered of merely $1500 (not even 5% of the charges) is both unsatisfactory and insulting, Moreover, the staff responsible for not dealing with these matters on a satisfactory manner should be subject to disciplinary actions: ********************************* (Front Desk Manager), *********************** (Hotel General Manager), and *********************** (captain).- ******** of December 3: unsanitary, dangerous traumatizing toilet-sewage flood in the bathroom when the toilet would not stop flushing -- damage-repair inspection and further re-sanitization continued in to mid-morning of December 4 -- this incident is a continuation and culmination of the numerous on-going problems with the toilet already reported since the beginning of the cruise - On-going water temperature issues reported since the beginning of the cruise; i.e., one of either the hot or cold water has been unavailable frequently -- at the moment, we still need to run the water for about 10 minutes or more in the morning for hot water to become available - An entire day without water in the stateroom other than in the often-breaking toilet. (It was the only plumbing that worked that day.)- Failure of air conditioner - this was reported and fixed, but we lost almost an entire morning of peaceful enjoyment of the stateroom - Foul and worrisome chemical odor in the stateroom one evening on return from dinner/show -- possibly paint and/or acetone, but unsure. Reported. ***** services rep who responded to the stateroom said she should smell it in the hallways of Deck 6, too, as well as our stateroom. She said she would report it to maintenance.- Erroneous mini-bar charges to account statement. These were reversed, but in order to prevent it from happening again so as to avoid further contention around the issue, we had all mini-bar chargeable items simply removed from the stateroom since we never use them.- Improper charges of two wine bottles to sommelier package. The bottles were part of the package and should not have been charged a second time. The charges were removed, but yet again these erroneous double-charges resulted in time-consuming and otherwise needless business contention during the cruise.- We ceased taking breakfast in the Dining Room early in the cruise (we were still in the Mediterranean) because of bad, uncoordinated, unresponsive service there. Breakfast orders delivered were always wrong. Further, over multiple breakfast days, despite multiple requests during breakfast, some items were never delivered to the table at all. On the last visit before we quit, we reiterated our complaints and vowed to never dine there again for breakfast. We've kept our vow.- Items served in the Lido have included ****** chicken and old, warm, rotten sushi. Items served in the Dining Room have included raw (not rare) prime rib ordered well-done and breaded fish that was cooked on the outside (crust) but raw and cold inside. One evening the short ribs we ordered from the menu turned out to be pot roast and/or brisket.Cabin a/c not working toilet not working several times unbearable chemical odor inside cabin no water for 8 hours one day water temperature in bathtub difficult to adjust Dining Room ***** minute wait with no service stop going in the morning because the service was so bad wrong orders delivered (e.g., butter for jam, poach egg for egg whites)multiple requests for items such as milk ignored items delivered do not correspond to description in menu which indicates that cook is clueless as to the appearance and taste of the food (e.g., chicken with cashews served without cashes, **************** served without anchovies, pot roast served instead of beef tenderloins, etc.)beef and chicken not tender and loaded with fat; fish mushy and undercooked multiple incorrect charges in account statements for wines that were included in ************** ************** sticker adjusted incorrectly; even with photos evincing error, waiter argued endlessly at least three times dishonest charges applied which required multiple interventions to correct plates needed to be moved to front of table because servers do not understand the proper manner of placing and removing them (e.g., waiters literally moved on top of passengers)same items (e.g., green beans) served ad nauseam, missing items from food described in menu Lido food items not identified on serving counter and staff not familiar with them so clueless of food served staff ignored instructions regarding quantity of food requested or failed to answer questions regarding their preparation staff delivering wrong items due to their lack of knowledge of the food being served food had to be returned multiple times because it was clearly under cooked and even contained blood suffered stomach illness from eating sushi sewage water found on floor of men's bathroom with both urinals discharging contaminated water Gym staff failed multiple times to open facilities on time equipment not properly stored equipment not clean video screens not turned on at opening time blasting music played even when no classes were being held ****************************

  Business Response

  Date: 12/12/2023

  Thank you for your e-mail. I'm sorry to hear of the experience you had. While Holland America Line is part of ******************** and a ****** ******* of ******** Cruise Line, we cannot answer on their behalf.
  

  Please contact Holland America Line toll-free at ************** or visit their website at [***********************************].

  Sincerely,

  Guest *************** ****** of the ****************** style="font-size: 0.875rem;">******** Cruise Line
  ***********************
  *****, ** 33187

  Business Response

  Date: 12/28/2023

  Hello,  We are in receipt of ********************** concerns and will be responding directly to him.  We have informed him we have received his complaint and are investigating.

  Customer Answer

  Date: 01/10/2024

  *******,
  
  On 12/27/23, the vendor stated the following:
  
  
  Dear ****************** & **************,
   
  Your email to the Customer ******************** regarding your ************************************* was forwarded to my attention for response.  I hope this email finds you well.
   
  I appreciate your patience while I investigate this matter fully.  I will contact you again within the coming weeks.  Reminding you that your rights and limitations are as stated in the Passage Contract, I send my kind regards.
   
  Sincerely,
  
  ***************************
  Claims Adjuster | Risk ******************************************************* Holland America Line, Seabourn, P&O Australia, and ***********
  *********************************************************************************
  ************ office | ******************
  Hours:  Monday through Friday, 8:00-5:00 PST
   
  
  No further communication has been received from the vendor hence the complaint should not be closed.
  
  Regards,
  
  ****************************
  

  
  

  Business Response

  Date: 01/26/2024

  We have responded to ****************** and offering 2 day per diem refund.  Copy of response attached.

  If you have any questions please feel free to reach out to me.  Thank you,

   

  *******************, Claims Adjuster

  ph ************

• Initial Complaint

  Date:12/11/2023

  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.

  My husband and I booked a cruise ( booking # XHGJ9R) on Holland America New Amsterdam going to ****** on May 7, 2023. We purchased the Platinum cancellation plan. While in ******* waiting for the connecting fight to Vancouver, my husband became ill and had to the transported to a hospital emergency room. While we were waiting to be seen by a doctor, I called Holland America Guest Relations to alert the agent that we would not be able to continue on the trip, and needed a refund. The agent indicated that they were noting the account, and pass on the information. Consequently, we returned home, and my husband had to have open heart surgery. Every month since that date, we have made numerous phone calls, sent emails, and letter via US mail to headquarters requesting a refund, After extremely long waits for someone to answer the phone, each agent or representative agree that we are due a refund, however in each case, we are told that a supervisor must approve the release of funds and that the request has been submitted. Phone calls are never returned as promised. On the most recent phone call in November, the agent told my husband that the would receive the refund by the weekend of November 25. Clearly, the person lied. This has gone on too long, We are trying to avoid the expense and further aggravation of litigation, but we are running out of patience. We look forward to hearing from an honest person with authority to resolve this situation without further delay,

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sailed on Holland America a few years ago, and due to some issues on optional tours and a few unpleasant dining experiences, Holland America credited us with $200 each (my wife and myself) and $115 dining (Pinnacle and ********************* totally $515. Due to Covid they extended this, as my wife and I are senior citizens in high risk group. Earlier this year, they told us that as long as we booked in 2023, and traveled in ****, that this would be extended. Even our personal cruise consultant *****************, confirmed this, on the phone (they can check their phone records if they have them) therefore we planned on cruising to ****** in ****. Now they refuse to honor these credits stating we have to cruise by the end of 2023, which is impossible. (2 weeks to go). Considering these cruise credits were given to us, and there was never an email/letter/anything stating your credits are going to expire if you don't use them this year, it's very unfair. This company (I see) has an F rating already on BBB , so there are a lot of issues that customers are having with them. I have reached out to their management team as well, which is apathetic on helping us. I'm hoping BBB can do something. My only other recourse is reaching out to every social media site and advertising venues to appraise them of these unfair business practices so other customers can learn. Reaching their guest services team is an impossibility (nor do they return emails), answer the phone etc. I am very annoyed, and hoping for a resolution. Thank you *****

  Business Response

  Date: 12/21/2023

  
  
  December 20,2023
  
  *********************************
  *****************************************************************, **
  Email: **********************
  
  RE: Case: ************
         Booking: CK3C7G
  
  Dear *********************:
  
  Please allow this to serve as a confirmation that we received your response. We apologize for our delayed response; this is because we have received a high volume of emails and calls.
  
  Its always troubling when a guest is unsatisfied, and we regret if our earlier response caused further ill will; that certainly wasnt our intention. We appreciate the time our guests take to share their experiences with us, and we do try to resolve guest concerns in a thoughtful, considerate way. Unfortunately, we are unable to alter your request or provide any additional compensation.
  
  We have tried our best but regrettably, we must advise that there can be no extension of the Goodwill Future Cruise Credit about which you recently inquired. Again, our records show the original letter in 2019 advised they were good for two years with a book-by-date of July 11, 2021. These were then extended in April of 2021 with a book by January 11, 2022, and again in December of 2022 they were extended to have a book-by-date of December 31, 2023. We are sorry that our response could not be more favorable, and we do regret any dissatisfaction.
  
  Thank you for contacting us once again. We are sorry that our response could not be more favorable, and we do regret any dissatisfaction. Until then, we wish you all the best.
  
  Sincerely,
  
  ***************************
  Special Advisor 
  Office of the President 

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 20969794
  
  I am rejecting this response because:

  Management wanted no part to discuss this with me on the telephone. I had called earlier this year and was told (They claim that phone calls are saved), from my personal cruise consultant, who had communicated with me here, but never admitted saying that if I booked the trip before the end of this year, that I could travel in ****. Now, this was no longer offered to me, despite the businesses promises that they would do so. It's very sad that the business cares more about their bottom line (about $500 credits) than keeping a customer. They also don't seem bothered about negative publicity on social media, involving BBB etc. In the past few years, Covid was prevalent and it was not safe to cruise for anyone. I am 64 with some preexisiting health issues, which I informed Holland America about.

  Their "iron stance" on this, makes me disgusted with their customer service. I have seen other reviews on various cruise sites that others have posted similar feelings. Yes I am going to lose out apparently on the $500+ in credits they legitimately owe me, but gain solace in the face that I hope I can strongly dissuade others from going with a business, whose upper management doesn't care about customers in the least.

  My personal cruise consultant who I spoke with earlier this year is

  ****** spring
  Personal Cruise Consultant
  ***********************
  
  ******************************************************************
  hollandamerica.com

  Have Holland America find the recording(s) with my customer ID from my conversation with her to prove what I am saying if they do still keep them. Why would I intentionally NOT book a cruise in 2023, if I was going to lose out on these funds, but then reach back out again to the cruise line at the end of the year? I had a good time on the cruise, but I am throughly disgusted with the lies from customer service team. Even emails to their upper managment got a form reply. Why wouldn't their upper management team have the courtesy to call me to discuss this?

  Thank you Better Business Bureau.
  
  Sincerely
  *****************************

  Customer Answer

  Date: 12/24/2023

  Earlier in the year I also clarified about the amount(s) that I was due. Nowhere, did they state either here, or on my phone call with ******************* about a deadline of 12/31/23. I asked management to call me, no one did. I got generic Thank you for contacting us, and no one reached back out to me (3rd attachment).

  It's really hard to grasp a business who would much rather push back and not want to work with a customer, over keeping them and their friends as future cruisers. Their response to BBB also speaks volumes on this.

  Thank you
  *****
  

  Customer Answer

  Date: 01/03/2024

  Just wanted to check that you received my latest correspondence to the business, after hearing back from them. Are you waiting a further reply from them?

   

  Thanks,

  *****

  Customer Answer

  Date: 01/11/2024

  I understand your hands are tied. However, I think this should be reflected negatively in the rating of the business. Also, the business refused to contact me by phone, compromise with me, or work with me on a fair solution preferring to lose our business. Others should be aware of this, more than a vague customer not happy w business posture 

  Assuming my next level should be to file in small claims court if I want to go that route?

  Thanks

  *****

   

• Initial Complaint

  Date:12/06/2023

  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.

  My wife came down and tested for Covid. I was also exposed to the virus.We cancelled our trip so we would not infect staff and other passengers and went into quarantine for 5 days. Tried to contact Guest relations and after several attempts I was told that they would not help with any kind of refund nor future credit but if I contacted the Office of the President in an E-mail they may make a good will adjustment.That was a lie . I wrote to The President and CC ******************************* (Head of Guest Relations)Neither answered my initial e-mail for more than a week.After my second e-mail I received a canned response with basically said that no exceptions could be made and I would be out the total cost of the fare.After I replied and left a disappointing review I received another e-mail from a ********************************* who basically told me again no credit, adjustment nor refund and file with my credit card company for trip interruption coverage.Again no response from ******************* nor anyone at the senior Management .There was also no reply to my question that ,based on their acton, they would have preferred I sailed anyway regardless without care for anyone else.They elected not to refund nor credit for the $ **** I had paid them with also included a $ 700 charge for an optional drink package that was not part of the original fare.

  Business Response

  Date: 12/21/2023

  
  
  December 4, 2023
  
  **********************************
  Email: ******************
  
  Dear ********************:
  
  Its always concerning when a guest is unsatisfied, and we regret if our earlier response caused further ill will; that certainly wasnt our intention. We appreciate the time our guests take to share their experiences with us, and we try to resolve guest concerns thoughtfully and thoughtfully.
  
  Please know that the cancellation policy for those guests who get Covid before sailing is no longer our policy. This change was made last year.
  
  In addition, the Guest ******************** was established so that we may respond to our guests concerns and issues on behalf of the company and ********************. Your concerns have been taken very seriously and shared with the appropriate management for continued improvement. As a Special Advisor in the Office of the *********, I have reviewed guest concerns and determined an appropriate resolution. While your continued dissatisfaction is regrettable, we are not in a position to honor your request.
  
  We hope you can file a claim with your credit card provider for possible reimbursement of your losses.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *********

• Initial Complaint

  Date:11/27/2023

  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.

  Regarding cruise: October of 2023.Purchased excursions for a cruise totaling $1,129.30 with a promo credit of $200 each for myself and husband. Instead of taking the $400 off the total they randomly took $50 off first day excursion and $150 off last day excursion. The last day port was changed and the $149 excursion we purchased was substituted for $109 excursion.Customer service on the ship said our credit card will be refunded the $80 ($40 for my and $40 for my husbands excursion).It was not. After calling HA customer service they said they would not refund the money because it was a promo credit.I asked to speak to a manager they would not let me. Explained my case to two different agents.We are asking for the $80 to be refunded to our credit card.

  Business Response

  Date: 11/29/2023

  
  Dear *********************************,   
  
  Thank you for your recent correspondence with Holland America Line regarding your Shore Excursion purchase and credits.
  
  We respectfully ask that you resubmit your email inquiry to *********************************************** with additional information including the booking number or ship and sailing date as we are unable to locate your booking with your email address and Mariner ID.  
  
  Thank you for contacting Holland America Line. Please feel free to contact us if we may be of additional assistance or visit us online. We look forward to welcoming you onboard in the near future!
  
  Kind regards,
  
  *********************
  Special Advisor
  Office of the President

   

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20923687
  
  I am rejecting this response because:
  The document I attached clearly had my my booking number. The email I provided was the one HA communicated with me all along.
  Sincerely,
  
  **************************************

  Business Response

  Date: 12/19/2023

  
  
  December 19, 2023
  
  ******************************************
  ************************************************************************-4179
  Email: ******************
  
  RE:  Case: 1-9984691404
          Booking: 2L9J7M
  
  Dear **********************************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  It is always helpful when a guest provides a Mariner number or Booking number to assist in locating their reservation, especially when a guest has multiple loyalty numbers under a single email. We are requesting this information to be consolidated, please use #********** and #********* as listed on your booking for future reservations.
  
  With respect to the request for a refund of promotional credit, we regrettably are unable to refund a discount which functions like a coupon to reduce the cost of a shore excursion when purchased.  The terms and conditions of the offer state the discount has no cash value. As a gesture of guest goodwill, we previously attached $50.00 Onboard credit to your Mariner accounts which expires November 30, 2024. While 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.
  Thank you again for contacting us with your concerns, and please feel free to follow up with any additional comments or questions.
  
  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: 12/19/2023

   
  Complaint: 20923687
  
  I am rejecting this response because we prepaid $1,129 in excursions. We paid for two $149 excursion that were substituted for $109 excursions. We did not receive the $200 per person credit that was in our package. We got $50 off the first excursions each and $109 off the last excursions each. So we are due $80 refund! Forty for each excursion. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:11/26/2023

  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 went on a cruise to ****** and was ripped off by the cruise line at every turn especially there casino I have contacted them several times and was promised money back for all of the problems but never heard back I have also sent them several emails here are a few of the problems we had Left late Waiting hours for dinners Rude ****** guy A big sales pitch Late to first port causing us to miss excursion Same food over and over Insulting comedians Nothing to do on the way back Running out of stuff No room people everywhere overcrowded People holding reserving places with one person for ten or 12 people so you cant find a place to sit for dinning or entertainment events Canceled port The whole reason for the cruise was to go to ****** because you couldnt get ** there on time or just canceling a port call and the other problems made this cruise worth a lot less value These are just a few examples of problems on the cruise the casino ripped me off as well There was a lot of things on my bill I questioned but the guests service people acted like they couldnt understand the problem and just printed out the account info and handed it to me and said next I went there twice trying to get it right Im really unhappy with the whole experience my wife had just gone through cancer treatment and this was a big deal for us and you ruined the whole experience

  Business Response

  Date: 11/28/2023

  
  
  
  November 28, 2023
  
  **********************
  Email: *******************
  
  RE:  Case: 1-9578173166
          Booking: XMDT7X
  
  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.
  
  First and foremost, we apologize that you did not experience our best, and we regret that you felt that we came up short in our delivery. We acknowledge your input and we truly appreciate that you have taken the time to share your thoughts and observations for us, to name a few: Late arrival/missed ports, late excursions, entertainment, running out of food items, front desk staff and casino. Our goal is to ensure that all guests completely enjoy their time with us, and on behalf of Holland America Line, we are very sorry that we let you down.  Feedback is important to us and is definitely considered in the ongoing evaluation of our service and product. And most importantly, our company thrives on constructive comments such as yours. This way, we are able to maintain the high standards our long-standing Mariners are accustomed to. Yet, instead of trying to respond to each of your concerns one-by-one, let me assure you that all appropriate senior management has been made aware for their review, consideration in future planning, and corrective action as necessary.
  
  While its always difficult for us to hear about the disappointments our travelers may encounter, the Guest ******************** was created to listen to our guests comments, both positive and negative, so we may continue to grow with guest satisfaction in mind. We truly regret that our previous correspondence has not met with your approval, as it was certainly not our intent to cause further frustration.
  
  We are committed to providing the most dependable service possible and we sincerely hope that you will decide to include Holland America Line in your future travel plans. Once again, we thank you for contacting our office.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20916803
  
  I am rejecting this response because:
  I have been apologized to ******* like I said I was promised a settlement for this on two different occasions saying sorry doesnt fix most things its just a good start 
  Sincerely,
  
  *******************

  Business Response

  Date: 12/19/2023

  
  
  December 19, 2023
  
  **********************
  ************************************
  *******,** 49753-9331
  Email: *******************
  
  RE:  Case: 1-9578173166
          Booking: XMDT7X
  
  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.
  
  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 offer a refund. We hope you can understand our decision in this matter. While no compensation would typically be given for these complaints, as a gesture of guest goodwill, we would like to provide Future Cruise Credits in the amount of $400.00 total ($200.00 per person). The value of this credit may be applied as a payment toward a new reservation with Holland America Line and is combinable with any other applicable discount. The new voyage must be booked by and sailed by one year from the date of this letter. 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 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.
  
  Thank you again for contacting us with your concerns. 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: 12/21/2023

   
  Complaint: 20916803
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  i appreciate your response your offer is not a serious offer I spent thousands of dollars on a once in a lifetime vacation. I was told by several people from your company I would be given compensation for all the problems your 400 dollar offer is the same as you are offering any one booking right now. I would think something like **** dollars a person would be more in line with what is fair. 

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Holland cruise in a suite. On boarding the couch bed broke. This was reported as a safety concern at 12 pm. Six hours later rough seas caused me to fall on the broken part of the bed, severely injuring my lower back. ***** services still has not fixed the bed, 20 hours later.

  Business Response

  Date: 11/27/2023

   
  
  
  November 27, 2023
  
  Mr.***********************
  Email: ****************
  
  RE:  Case: 1-9984105888
          Booking: 2Q9W7N
  
  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 concerned to learn of your injury and take this situation very seriously. Our ************************** has been empowered to handle all issues related to injuries sustained on board our sailings. We have asked them to review your concerns and once their review is complete you will be contacted, either by *************** or ***** Services onboard. You may also contact that department directly at [email protected], we sympathize with you regarding your injury, and extend to you our best wishes.
  
  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: 11/27/2023

  Thank you for taking further steps. I am rejecting this response until this case has been resolved. 

  Customer Answer

  Date: 12/01/2023

  Requested resolution is refund of ticket price