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:10/09/2023

  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.

  Thursday, October 5th,, 2023 at about 10:30pm In cabin ****, we started smelling paint fumes because maintenance painted a metal supply closet door directly across from our cabin WITHOUT ANY VENTILATION whatsoever.The fumes started making us feel bad...eyes burning, sick at stomach, but mostly, SEVERE headaches for over 6-7 hours. Matter of fact, I usually never have headaches and this time my head was throbbing with pain.

  Customer Answer

  Date: 10/11/2023

  I wanted to also note that I was NEVER asked to go to the Clinic onboard to get something to help relieve the headaches I was experiencing..

  We HAD to ask for a different room for the night, they DID NOT volunteer.  We just kept telling them that we could NOT stay in the cabin over night due to the strong fumes we were smelling.  This painting should not have occurred at night when we were fixing to go asleep.  Never with NO Ventilation. Nor any notification that the painting was going to be done.

  Business Response

  Date: 10/27/2023

  
  
  
  October 27, 2023
  
  Ms.*****************************
  Email: ******************
  
  RE:  Case: 1-9941877346
          Booking: 2R2KML
  
  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 odor you encountered, as it is our goal to provide our guests with a pleasant stay in their suite or stateroom. Issues do sometimes arise which require repair and our shipboard Guest Relations staff and ********************** do their best to address such problems quickly and completely. Nonetheless, we regret any lingering odors that caused you to have to stay in a different stateroom for the night.
  
  In an effort to show our concern and in appreciation for your patronage, we would like to offer you compensation for one day per diem of the cruise fare in the amount of $60.00 as onboard credit for a future cruise. These will be issued as Future Cruise Credits in your mariner accounts; these credits are good for one year from the date of this communication.
  
  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: 10/27/2023

   
  Complaint: 20716720
  
  I am rejecting this response because: For the inconvenience this situation caused AT NIGHT...This door was painted at night between ****PM WITHOUT ANY VENTILATION WHATSOEVER!!  This was a HEALTH SAFETY.  You never paint indoors without ventilation with people around, especially at night.  I do NOT accept $60.00 Future Cruise Credit.  This affected 2 people , not just me!!  I would be embarrassed as a company like Holland America to offer something like that.  That is unacceptable.  We ARE STILL ON THIS VOYAGE and will be still November 22nd.  We will accept a Credit of some kind to use while we continue our trip NOT AFTER.  I requested $500 for the both of us due to something that should not have happened.  This situation RUINED MY BIRTHDAY on the 6th.  We had plans and could not follow through.  This is my birthday cruise and on my special day, I felt awful due to having headaches and no sleep.  

  Hopefully we can come to an agreement but your offer is not acceptable for all we went through.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/20/2023

  
  
  
  November 20, 2023
  
  Ms.*****************************
  Email: ******************
  
  RE:  Case: 1-9941877346
          Booking: 2R2KML
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on ms ********* We truly appreciate your feedback; knowing your personal experience is important to us, and we deeply regret the disappointment and frustration you encountered.
  
  Please understand our offer of compensation was not meant to place a value on your experience; it is simply an expression of our regret.When reviewing cases for guests who experience a vacation that was less than outstanding, Holland America Line offers compensation in the form of a discount, credit, or any other shipboard amenity on a future sailing with us.This is offered so that you may come back and experience the level of service and excellence that our guests have come to expect and deserve.
  
  I have reviewed your case with ****************** and while we are sorry for the negative experience, we have approved to reissue your Future Cruise Credits for two days of the daily rate paid for your cruise in the amount of $120.00 per person and will round this up to $125.00 per person for a total of $250.00 in credits.
  
  We hope that despite the issues you encountered, well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:10/07/2023

  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.

  complained to HA in sept 2023 and response is very bad. ?Passengers ******** and ***************** Ship ******** to ****** Room **** Dates of sailing August 30 th through September 6th 2023 Dear Holland America **************** Dept.The trip was suppose to be a Joyous Anniversary Celebration instead it was a terrible experienced on Holland America Ship and felt miserable all seven days. 1) When the reservation was made with Holland America customer services it was mentioned the room is fully ocean view. Nothing was mentioned about extra money fir gratitude per passenger. After checking in from Vancouver port the room number was relayed #**** to us As the room was a corner side room at the bottom floor of the ship very filthy and smelling a lot. The carpet was stained and after couple use the sink was overflowing too. I went to customer service three times and reply was EVEN if the room we wont be able to change for you. It was a pathetic customer service I have ever experienced. The customer service was so bad And rude.The smell was so bad that I threw ** In The middle of night.The ocean view windows had black paint marks all over. Which was not an ocean view at all. There was only one filthy dirty chair between two passengers. The bathroom drains were open so small mosquitoes were flying inside the room and bathroom all, day.Since the room environment so bad We had to spend our entire time out of the room except for sleeping. I which case I couldnt sleep four nights too.We were promised ocean view room instead of that two small window glass were there in the room. Which were dirty stained and black paint spots were present. No view was present after spending so much money. Your company agent who booked the trip told me its a clear ocean view room. Why we went through this misery after spending money. The treatment to us was very very bad.2) Even though Asian ****** Vegetarian meal was ordered at the booking same dishes were served everyday. No choices were given. Even the menu was mentioning paratha ***** egg plant vegetables Same items were served cold every day. The Indian roti bread which were only half cooked and dough was sticking to mouth The poolao rice, potato vegetables , small cup of raita and papas were served everyday. Even though menu mentioned **** paratha chef refused to make it. The food was served cold . First evening it took ************************************************* the dinning area five. Never had change in the ****** desert. Everyday carrot halwa was served.This was the first cruise we had bad experienced for Indian food too. None other cruises made us feel so bad about eating ****** Vegetarian food in the dinning room.It was requested to supervisor and serving person but the requests were neglected by all of them as chef was so bad. 3) Entertainment for seniors Hardly any shows were performed during day time on this ship.We were helpless all day as no senior card games or shows were offered when it was a sea days. Not everyone plays trivia and Mahjong. Its a bottom of the line that you entertain yourself when you are on the cruise or sit around outside of the room because it was very filthy and smelling.The excursions we attended after spending extra money with Holland America helped us mentally. I felt that this cruise was sailing to make money for Holland America Company and didnt care for the regular customers like us. The decks were very wet but no signs of precautions were placed at each entry door of the deck.Truly I have so many heart breaking stories about this journey and the treatment I have received on the ship I request you to refund our ticket money on the credit card. Its not fair for the customers like us that Holland America provides bad services and makes money and provides poor services. I am going to put this review on the website also Thanks and please provide refund on my credit card *************************** ??

  Business Response

  Date: 10/23/2023

  
  
  October 23, 2023
  
  ******************************
  *******************************************************************************
  Email: ***********************
  
  RE:  Case: 1-9879641923
          Booking: 2WWXXQ
  
  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 understand you were unhappy with your stateroom,particularly with regard to location and condition, and we apologize for your displeasure. We endeavor to ensure that our Housekeeping Staff works diligently to return staterooms to Holland America Lines standard of excellence; However,we are very sorry that in this case, we did not reach our goal. We appreciate your comments, and they will be forwarded to senior management for their information and benefit. We work to keep every area of the ship in top condition and to provide inviting and relaxing accommodations for our travelers, and while most such concerns can be addressed while sailing there are a few more intensive projects that must be delayed until the ship goes into dry dock or wet dock. Please accept our apology that your cruise experience was diminished by the condition of your stateroom; your comments have been shared with management to ensure that any needed work is performed as soon as possible.
  
  We are sorry that you werent fully satisfied with the selection of food and beverages that were available to you. We understand that cruisers look forward to enjoying a variety of food and drink on board every sailing and we endeavor to meet our guests expectations by offering a wide array of enticing options. In order to offer our guests the variety they crave weve introduced such innovations as our **************** and expanded our vegetarian menu. Weve also made efforts to ensure that each ship in our fleet offers a range of restaurants and lounges for our guests to enjoy, and we truly regret your dismay. Inquiries and suggestions are always welcome, as they help us to refine the onboard experience for all of our travelers. Please be assured we will share these comments with the Director of Culinary Operations for our continued improvement.
  
  We realize the importance of the shipboard experience in making a cruise memorable and were sorry you were disappointed with some of the entertainment aboard ship. Our aim is to present a variety of outstanding performers and shows to appeal to travelers with a wide range of interests and backgrounds. Our Music Walk is widely recognized as the best live music experience at sea and our World Stage lineup continues to earn similar accolades. All of our guests feedback is taken into account as we plan for the future, and we appreciate your taking the time to share your views with us.
  
  We have checked with the ships record of your stay and have no complaints reported to ***** Services. We have also reviewed your last sailing, the complaints you submitted regarding that cruise, and the generous compensation we provided. After inquiring with the ***** Services Manager onboard, we found there were no notes of any interaction including from our housekeeping staff, who will notify ***** Services of any concerns. The ***** Services staff onboard may not have had an opportunity to correct any complaints. 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 will not be providing further Future Cruise Credits or a refund. 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: 10/25/2023

  It was a filthy moldy bathroom. I had complained to customer service but they ask me to call cleaning. I called the cleaning and response was we will take care of it none came to resolve over flowing of the sink, mold, bathroom drains smells etc. 
  
  Very bad experience 
  

  
  

• Initial Complaint

  Date:10/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently took a Holland America cruise. Not the best, not the worst. We keep getting charges we did not make. We have been told that Holland America can not provide an itemized statement after the cruise has ended. Outreach to their customer service? Non-existent!

  Business Response

  Date: 10/25/2023

  We were unable to locate any emails from the guests. We have reached out to the guest directly and provided them their onboard billing statement.

• Initial Complaint

  Date:10/04/2023

  Type:Sales and Advertising 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.

  Cruise date August 13 to August 20 on the Westerdam from ******* to ****** and back to *******. Undoubtedly the worst cruise I have ever taken. Where do I Begin the room was dirty the bathroom smell like urine the cabin next-door the people were smoking and that was ignored, I am gluten-free and the vegetarian and the food was disgusting. I had nothing for me to eat. Actually I lost weight the entertainment wasnt even adequate and the cost was ridiculous over **** for the Worst Cruise I ever took.

  Business Response

  Date: 10/05/2023

  In order to assist your client we need additional information 

  Reservation/booking #

  As we have nothing listed for

  *****************************
  
  , ** 21044
  Daytime Phone: **************
  E-mail: *******************

   

  Upon receiving we will fully investigate 

  Customer Answer

  Date: 10/05/2023

  Name:  *****************************

  Booking # XHWN3X

  Ship Westerdam

  From ******* to ******

  Mariner ID  **********

  Embark date august 13, 2023

  Debark date August 20,2023

  Business Response

  Date: 10/13/2023

  This is to further our previous correspondence and in response to your letter on behalf of your clients.

  We thank Ms. ********* for providing us with the additional information. Unfortunately, we do not have a ship called Westerdam. A further review indicates that Holland America has a ship called Westerdam and suggest conatcting them for more assistance. They can be contact at ***************************************.

  We appreciate this opportunity to address your clients concerns. 

  Customer Answer

  Date: 10/13/2023

  Name:  *****************************
  Booking # XHWN3X
  Ship Westerdam
  From ******* to ******
  Mariner ID  **********
  Embark date august 13, 2023
  Debark date August 20,2023

  HOLLAND AMERICAN

   

  This was a holland American cruise line, please send all comminutions to Holland American

  Customer Answer

  Date: 10/17/2023

  let me clarify the cruise was HOLLAND AMERICAN LINE, WESTERDAM, BOOKING PARTY #XHWN3X/1, Mariner ID *********, Voyage No/Name-W349/7day ******* Explorer

  Worst cruise I have ever taken, food, stateroom, ports - see my notes, HOLLAND AMERICAN LINE, WESTERDAM

  Cruise date August 13 to August 20 on the Westerdam, HOLLAND AMERICN LINE from ******* to ****** and back to *******. Undoubtedly the worst cruise I have ever taken. Where do I Begin the room was dirty the bathroom smell like urine the cabin next-door the people were smoking and that was ignored, I am gluten-free and the vegetarian and the food was disgusting. I had nothing for me to eat. Actually I lost weight the entertainment wasnt even adequate and the cost was ridiculous over **** for the Worst Cruise I ever took.

  Customer Answer

  Date: 10/17/2023

  PLEASE NOTE THIS WAS A HOLLAND AMERICAN LINE, WESTERDAM, DISEMBARK PORT, ******* ********** *******  

  NOT SURE HOW YOU GOT NORWEGIAN ----- I WAS ON A HOLLAND AMERICA LINE

  Business Response

  Date: 11/06/2023

  This complaint is meant for Holland America Line. Guest references the Westerdam, which is not a Seabourn ship. I will reroute to *****************************************

• Initial Complaint

  Date:09/25/2023

  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.

  6 of ** booked a cruise with holland America, we were offered to buy the have it all beverage package, ***** per day per person. This is suppose to cover 15 drinks a day and gratuity! Prior to adding this to our bill I called HA to make sure they served our beer, Michelob ultra and ***** light, we were assured that was available and included in the have it all!Within minutes of getting on cruise we went to bar to order a beer, server came back with 6 bud lights? Said they didnt have any Michelob ultra or ***** light, I called guest relations and was told that the shipment for those 2 beers did not come in? The next day I saw a couple drinking Michelob light and ***** light? I called guest relations and was told that there were probably of few left on ship from last cruise? The next day I went up to customers and was told that if you tipped the servers hove and beyond what you already paid, they will get you the beer that you want? So, needless to say we all had to pay a lot of additional money to get the beer we were promised was available on board!! It wasnt a dollar here and a dollar there, it was ***** or more each time server came by??? This is very disappointing that a major company could do this to their customers! I have reached out to holland America , I was given a claim number, when I called back with claim number to check on status, I was told that is not their claim numbers, I was told to email guest services, which I did and have not heard one word from anyone!I am not going to let this go, I cannot understand how they can get away with this?Please help me, I would like the money I spent on the have it all package refunded?

  Business Response

  Date: 10/26/2023

  
  
  
  October 26, 2023
  
  ***************************************
  ****************************************************************************************
  Email: *********************
  
  RE:  Case: ************
          Booking: 2K4D8M
  
  Dear ***************************:
  
  Thank you for contacting us regarding your sailing on ms *********** We truly appreciate you taking the time to relay your feedback and would like to offer our sincere apologies for the disappointment you have detailed.
  
  We are very sorry that you were disappointed with your recent communication with and service from staff in our Guest ********************* 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 valuable comments will be provided to the appropriate management for our 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.
  
  Per your request, we are happy to provide a copy of your onboard account from your recent Holland America Line voyage under separate cover for your privacy. We show there was one beverage charge that a $10.00 tip was provided the rest it was an additional dollar. Please feel free to contact us if you have any questions.
  
  In an effort to show our concern and in appreciation for your patronage, we would like to offer you Onboard Credits for $25.00 per person for a future cruise These will be issued as Future Cruise Credits in your mariner accounts; these credits are good for one year from the date of this communication.
  
  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 *********

• Initial Complaint

  Date:09/23/2023

  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 July 17th, 2022 myself and my parents embarked on the Holland America ***************** from *********, ****** to Vancouver, ******. Despite following all COVID health and safety precautions, and being up to date with all vaccinations, I contracted COVID for my first time on the ship. I was placed in quarantine on the ship and then completed the remainder of the 10 days at a hotel in Vancouver. My parents, who did not contract COVID, stayed with me during this time. Flights needed to be rebooked, hotel expenses, food and medication were all payed for by us, with Holland America ensuring us that all out of pocket expenses would be paid for, as well as reimbursement for the portion of the trip I was not able to experience. On August 16, 2022, a refund in the amount of $9,088.34 CAD was approved and we were told it was being processed. We never received this check, and have been emailing and calling ever since to no avail. On September 1st, 2023, we received an email from *************************, Special Advisor to the Office of the President, giving their "sincerest" apologies, and to correct this error, they will be increasing the amount to $9,507.40 CAD. We have had no further word from her or anyone else, and no evidence of a check being processed. During this past year, we have evidence of various delay tactics used, dropped phone calls, given false phone numbers, told us over and over that they are escalating the matter, and that they will take this matter seriously, and then we never hear from that person again.... The list goes on and on. We have to wait weeks to even get a response to 1 email, and it will never be the same person that talks to us. There's zero accountability and zero help provided. We just want the reimbursement that is owed

  Business Response

  Date: 10/25/2023

  
  
  October 25, 2023
  
  ***********************************
  E-mail: ***************************
  
  RE:  Case: ************
          Booking: XL8Q7G
  
  Dear *********************,
  
  Thank you for contacting us regarding your sailing on *****************. We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.
  
  We apologize for any frustration caused by the delay in processing your refund. Our ********************* is working to finalize refunds as quickly as possible, and we regret the inconvenience. We do show that the check for $9,507.40 was issued on October 11, 2023, and would have been mailed shortly after to ***********
  
  Again, please accept our apologies for the delay in refund.We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  Date:09/13/2023

  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 and I went on a Holland America cruise on the Noordam from July 30 to August 6, 2023. on the last night of the cruise (8/5), I spent $40 on the casino, but ended up leaving $20 in by casino account.The next morning before disembarking, I requested the $20 back but they said the casino was closed and I should contact *****************************$20 isn't that big of deal to lose. But I'm filing a BBB complaint because I've found it impossible to get in contact with Ocean ************ (owned by Carnival/Holland America). I've filed 2 incidents in their online submittal system and have heard no response. I've also called and left a voicemail and no response. They advertise that they respond within 2-3 business days but I haven't had success contacting them for over a month now.Therefore, I'm seeking my $20 back, but more than anything, I want to ensure this company is being held accountable and honestly works with probably hundreds if not thousands of other people like me that are unable to get their money back.

  Business Response

  Date: 09/27/2023

  September 27, 2023
  
  Mr.**********
  Email:*************************
  
  RE:  Case: ************
          Booking: 2RDGXM
  
  Dear ***********:
  
  Thank you for contacting us regarding your sailing on *****************.
  
  We have received your inquiry about the onboard casino and its operation. Please be advised the casinos aboard our ships are run by ********************* and we expect the vendors with whom *********** to uphold our traditional high standards. We know that ************** is a favorite activity of many of our Mariners, and we hope you enjoy this venue on your next sailing with us.
  
  We have forwarded your information to our internal contact who has assigned someone to look into your 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 Advisor
  Office of the President

• Initial Complaint

  Date:09/10/2023

  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.

  In May 2023, my husband and I attended an informational session on the cruise regarding posture. Towards the end of the session she started talking to my husband regarding his back pain and how getting the specific insoles she was selling would fix it. We had some concerns as these were very expensive but since she said we would be purchasing from a well known retailer, Good Feet, their was zero risk as they have stored across America and have a fantastic refund policy saying that at any time we can get our money back if we weren't completely satisfied. I also was concerned about the insoles moving around in his shoes but she said that would not happen and started being very persistent saying their is no risk since all you'd have to do is reach out to Good Feet and they will give you your money back no questions asked. Finally, after being promised over and over there was no risk to purchase these expensive insoles we bought them. Well, after getting home we realize everything the salesperson said was a lie. She said they wouldn't move in the shoes and sure enough they started sliding all around even with adding more of the stickers it came with. And then after reaching out the Good Feet for assistance they said they have nothing to do with those insoles and that they are aware that another company unaffiliated with Good Feet called TimetoSpa was the one responsible. I then tried calling that company and was never able to reach a human. If you ****** them nothing but negative reviews saying they are a scam company comes up. Finally on 9/1/23 I reached out to *** as it was them who charged me for the insoles and is responsible for allowing deceptive sales tactics by this salesperson in order to have people think they are purchasing something from a reputable company with the ability to receive a refund when actually all of it was untrue. I am asking Holland to take responsibility and refund me the $199 I was deceptively convinced to spend on a cruise.

  Business Response

  Date: 10/25/2023

  
  
  
  October 25, 2023
  
  ***********************************
  Email: ****************************
  
  RE:  Case: ************
          Booking: XV2WXL
  
  Dear *********************:
  
  Thank you for contacting us regarding your sailing on ms ********** We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution.
  
  Were sorry you were disappointed with the service and product from the ************** & Salon. In review of your case, we have forwarded your letter to our director of onboard revenue on October 3rd who has forwarded your email 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 if they have not already. For your convenience, weve listed their contact information should you have further questions.
  
  *************
  Attn:  Customer Service
  *****************************************************************************************
  Email:  *******************************
  Phone:  **************
  Website:  www.************com
  
  
  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 *********

• Initial Complaint

  Date:09/07/2023

  Type:Product 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 booked an ****** cruisetour with HA 6/18-6/25. While in Denali, our tour was downgraded and we received a letter from HA stating that we would receive a $35 credit per person which would be refunded back to our credit card. This never happened. I contacted customer relations 3 times with no resolution. This is unacceptable after spending $10,000 with this company. We are just looking for our refund that is due us. Our HA Mariner ID is 727287429B and booking number is XTVHDD.

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising 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 and traveled on a recent cruise through Holland America. We booked shore excursions through them. We both had excursions cancelled by them that were not refunded. My excursions cancellation was not communicated until after I was waiting to meet the party for departure from our on land accommodations. The cruise/land tour ended on August 30. I have not yet received a refund or any acknowledgment of the messages I have sent to Holland America.