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:11/21/2022

  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.

  I paid $1198 for a cruise for myself and my daughter on Holland America that was set to sail on October 2022. The cost was covered by my cruise credit from a cruise I had previously paid for, that was cancelled due to ***** travel restrictions. (Rather than refunding my money during the travel restrictions, they kept it and gave me cruise credit. They gave me an arbitrary book-before December 31, 2021 expiration date for my cruise credit.) Not wanting to lose all of the money I had given them for my cancelled cruise, I chose to use my cruise credit for booking the October 2022 cruise. I was informed that Holland America would only be enforcing the ******19 vaccination requirement through January 2022 at that point. I figured that by October 2022, vaccinations would no longer be required, which was good because I have a religious exemption at work. Later, I discovered that Holland America had decided to extend the vaccination requirement date, but would not refund my money when my RCI agent explained the situation to them.I paid for a cruise, then Holland America changed the terms, would not let me sail without the ***** vaccine, and will not refund my money. Their responses do not make sense to me. They sounded as if I CHOSE to cancel my cruise and they're just being considerate by giving people cruise credit. But they were not even allowed to enter many ports at that time and had to cancel the cruise THEMSELVES! I'm sure they resold my room on the October 2022 cruise to other guests, so it's unlikely that they lost money because I couldn't go. I believe that Holland America should refund my money or restore my cruise credit. Keeping $1198 dollars for NO goods or services is NOT honest or appropriate!

  Business Response

  Date: 12/07/2022

  
  
  
  December 7, 2022
  
  Ms. **********
  Email: *******************************
  
  RE:  Case: 1-9112852444
          Booking: CGXT2J
  
  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.
  
  We show that your booking was cancelled prior to Holland America cancelling the voyage. At the time we implemented our Short-Term Cancellation Policy to help guests who felt the need to cancel their cruise in light of the pandemic. This policy stipulates that guests cancellation fees would be turned into future cruise credits. In view of the date of your cancellation on March 12th, 2020, this was the only option available.Therefore, we are unable to refund your future cruise credits. They have been extended to have a book by December 31, 2022, and sail by December 31, 2023.
  
  Once again, we are very sorry for the delay in our response and appreciate your continued patience. We do hope that we will have the opportunity of welcoming you back on board soon.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 12/12/2022

   
  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:11/21/2022

  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.

  Unfortunately, I tested positive for Covid before boarding the ship following the land portion of our Holland America ******* trip in early June 2022. We did receive future cruise credits but should have been reimbursed for costs involved with the cruise we did not get to go on. After a few weeks I tried emailing guest relations but only received an automated response. Also, I tried calling the *************** at ************** but again there is only an automated response. I even tried *********************************************** and did receive a response saying I needed to email guest relations. Very frustrating that no one will respond to me. This is from the Holland America site. I emphasized the selection this complaint pertains to.Which purchases are covered by the Covid-19 Protection Program.1.Eligible guests who do not sail will receive an FCC worth 100% of the cancellation fee amount of non-refundable unused services, AND A REFUND TO THE ORIGINAL FORM OF PAYMENT FOR ALL TAXES, FEES, PORT EXPENSES, AND PRE-PAID ONBOARD EXPERIENCES and shore excursions purchased through cruise line. If you booked restricted air, there may be a credit issued by the airline which will become a separate Future Air Credit for that airline. Any balance not included in the air credit will be added to your FCC.2.This section pertains to the FCCs. Booking: XJ5T7M Voyage: U240B Mariner: ********* From the information on the website, we should receive a refund of $450 for taxes, port fees, etc., $88 for packages on board, and $63.99 for onboard WIFI for a total of $601.99.

  Customer Answer

  Date: 12/07/2022

  ******** airlines has responded and is issuing me the refund. Thank you!
  

  
  

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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 Wife and I had a cruise booked departing ******** on July 13, 2022 booking number XQCX8K.On the day prior to our departure I completed online the required Health Questionaire regarding COVID19. Based on the answers I provided, the App displayed a message indicating that "I MAY BE denied bording and should contact *** on ************ for further information. I called this number and after 35 minutes of hearing "Your call is important to us ...." I decided to attempt to contact Guest Releations only to get the same message. I gave up and decided to have this matter resolved the next day during embarkation.Well, I was asked to see the Nurse who advised me that I would be denied bording. That in itself I can accept. I was then referred to a person who would assist with Hotel accomodation, claiming expenses, recovery of our bags etc.The two claim forms I was given together with detailed explanations of what happend I sent the the Guest Relations email as requested on July 20, 2022. Follow-up emails on August 22, September 14 and November 1st have remained unanswered. I also made several phone calls to check on the status of our claim for accomodation and food expenses each time having to wait for over 2 hours to speak to someone. All I got was excuses such as "I can't see your email" or "It will be processed ..." etc.Well, it has been 4 months since I lodged the claim, and so far I have not had any response at all. Whilst I have had the Port Charges and Taxes for the cruise refunded I have not got any FCC either.All in all, very disappointing lack of action from ***.

  Business Response

  Date: 12/19/2022

  
  
  
  December 19, 2022
  
  Mr. *************
  1 ********************************************************************: ********************
  
  RE:  Case: 1-9381488101
          Booking: XQCX8K
  
  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.
  
  We appreciate you contacting us regarding a refund for your Out-of-Pocket Expenses. We have searched our internal queues for emails from your address and were unable to locate any. In order to process your request,we will need a completed copy of the Out-of-Pocket Expense Form, along with all relevant receipts and documentation showing the amounts you are requesting.Please send this information to the address noted on the form so we may review your claim and reimburse you accordingly. A blank copy of the required form is attached for your convenience.
  
  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: 12/22/2022

   
  Complaint: 18444020
  
  I am rejecting this response because:
  

  Whilst I have received a Cruise Credit I still have not been compensated for the expenses incurred.

  I have re-sent the required documentation and forms for the expenses claim. Until I have a response from *** on their assessment of my claim this issue should remain as "Not yet resolved"

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

  Business Response

  Date: 01/27/2023

  
  
  
  January 27, 2023
  
  Mr. *************
  Email: ********************
  
  BBB #********
  
  RE:  Case: 1-9381488101
          Booking: XQCX8K
  
  Dear ******************:
  
  Thank you for contacting us regarding your sailing on ms ********** First and foremost we are sorry we have not yet gotten to your email due to staffing issues related to Covid and its effect on our industry.
  
  We have searched our records and we cannot find any correspondence from you about your out of pocket expenses. In order to process your request, we will need a completed copy of the Change Fee Reimbursement Form, along with all relevant receipts and documentation showing the amounts you are requesting. Please send this information to the address noted on the form so we may review your claim and reimburse you accordingly. A blank copy of the required form is attached for your convenience.
  
  Sincerely,
  
  *******************************
  Special ****************** of the ************* us why here...

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18444020
  
  I am rejecting this response because:

  As outlined in my previous rejection no action other than "we have not received the claim form" which I had re-sent by email again.

  I am now sending the forms by service mail again.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/06/2023

  Hi,

  Please find attached the Holland America Expense Claim Form and also the required Receipt of the Hotel accomodation which BBB has requested.

  Thank you for your assistance in this matter.

   

  Kind Regards

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

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the middle of the night I received a notification from the airline that Holland America flyer program signed me up to use that my flight would be delayed such that I would not make a connecting flight thus not reaching the ship on time for departure on the ****** cruise. The Text also said that rather than waiting for them to re-arrange flights for me, I could do flight arrangement myself and would be reimbursed. Enclosed are the flight tickets on the uploads. However, I have been on the phone for three hours twice to get the refund. The first time I was able to get a form attached to fill out which I sent return receipt, (copies attatched also) . Upon calling and being on hold another three hours I was told my refund was approved. Shortly thereafter I received the attached letter confirming this. The **** week wait for my refund by an unnamed third party never came and the time was up Nov 17. So, i called and was on hold one hour last evening. However, now I am told that the refund is still being investigated and a large volume is responsible for this not going forward. I could not get to talk to a supervisor. I could only get the published address and phone number and fax #. Please help me get my hard earned money back. This was supposed to be my bucket list dream vacation and it turned out to be a nightmare! PS I had insurance which copy is enclosed/attached also.

  Business Response

  Date: 12/06/2022

  
  
  
  December 6, 2022
  
  ****************************************
  4430 *******
  **************** 46770-9601
  Email: ********************
  
  RE:  Case: ************
          Booking: XW8XDW
  
  Dear *****************:
  
  We ask for your continued patience in affording us the time to work through the refunds properly. Because we are not able to use our usual automated process,  our team is manually handling a large volume of requests while working from home.  We want to try to make sure each and every guests booking is handled accurately, and as efficiently as possible and this is taking more time. Although the  refund process has begun, we have asked to get refund finalized and expedited
  
  As always, we thank you for your understanding.
  
  Sincerely,
  
  ********************;
  Special ****************** of the *********

  Customer Answer

  Date: 12/16/2022

  I tried to call  you to not close the case because the companys resolution is for me to just continue to wait for them .  I also tried to send you an email at the email you provided but it was not correct or something.   Please reopen this case and have the company *** up with a better solution than just to keep waiting till He____ freezes over.  Thank  you.
  
  *********************** correct phone number is ************

  Customer Answer

  Date: 12/16/2022

  Case 18436469
  
  
  I do not accept the response from Holland America Cruise Line to be more patient about them not sending me the money's owed me for air fare expenses.  I would suggest that they put a rush on the return.  This is putting my finances under stress not to mention that it is bad business practice to be uncooperative in being an honest reputable company.
  
  Please reopen my case.  And let Holland America Cruise Line know that I wish further quick action on their part.
  
  Thank you.
  **********************************;
  

  
  

  Customer Answer

  Date: 01/05/2023

  I got a check yesterday for the refund ! 

• Initial Complaint

  Date:10/27/2022

  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 have a cruise booked with Holland America Booking No: XDXP2M. I am very concerned about their handling of a change in cruise itinerary. As a result all of my excursions were incorrect. It took many hours of my time working with Guest Relations and Supervision to get this resolved. I have written complaints (emails) to Guest Relations about the experience and to the Office of the Chairman. Neither has bothered to either acknowledge or respond. Is there any way you could arrange to have someone call me? Thanks

  Business Response

  Date: 11/04/2022

  
  
  November 4, 2022
  
  *************************
  Email: ********************
  
  BBB #********
  
  RE:  Case: 1-9357742390
          Bookings: XQWGWT and XDXP2M
  
  Dear *************:
  
  Thank you for contacting *************************** regarding your ms ******* sailing. ******************** has reviewed your feedback and asked me to respond on his behalf.
  
  Please know we forwarded your first email to our Shore ********************* to contact you as this is for a future sailing. We have just received your Better Business Bureau complaint and have also forward it along to them to have someone call you and address your concerns.
  
  We also understand the displeasure our guests feel when a planned itinerary is revised and we sincerely apologize for your disappointment. As you may know, itinerary changes are not uncommon within the cruise industry and may be necessitated either in advance or while in transit.However, such changes are only undertaken after comprehensive review and evaluation. As stated in our brochures and online, an itinerary may change on any given sailing for a number of valid reasons, and though we make every effort to maintain an original itinerary, unfortunately, it is not always possible. We deeply regret the necessity of this change and we are very sorry for the resulting dissatisfaction.
  
  Thank you again for contacting us. On behalf of ********************, we look forward to welcoming you aboard another sailing very soon. Until then, we wish you and your party all the best.
  
  Sincerely,
  
  *******************************
  Special ****************** of the *************

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18321303
  
  I am rejecting this response because:  I was never complaining about the fact that the itinerary for the cruise was modified.  My complaint was due to two things:

   

  1). The itinerary changed yet my booked shore excursions were not modified to reflect new dates and ports of call.  2). The lack of response from to my written complaints by both Shire Ecusiins and the *****************   I expressed concern about the number of calls and amount of my personal time required to address these issues. 
  my compaint to BBB requested a call back. I did not receive a call back instead only a promise of one 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/16/2022

  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 have sent several emails to there cooperate offices and cannot get anywhere at all for about a month now.I have an offer from the montigo bay casino in ******** that expires today I had the dates picked I was going to go and I was ready to set this up 3 weeks ago and I got separated from my job and I have a new job but I need to work out days off for it and its going to take me a week or too to figure I tried to call in to customer service and they wont extend it Is there anyway at all u can give me a week or 2 extra so I figure what days I can go anything u can do would be appericated l just need like maybe 2 weeks at the most can u please help me with this it was a free **** for 2 and I had until sept 28th I have been calling and emailing and getting no where I just want to book my free cruise for 2 and I can't get a hold of anyone for the last month

  Business Response

  Date: 12/07/2022

  
  
  
  December 7, 2022
  
  Mr. *************
  4915 **********************************************************************: ******************
  
  RE:  Case: 1-9434654274
          Booking: 1-4C15DTR
  
  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.
  
  Youve expressed concern regarding promotional fares that were offered for this sailing and were sorry for any discontent. As with most products and services, pricing is based on supply and demand and if a cruise is booking slowly, discounts or amenities may be offered in order to boost sales.Many travelers appreciate the benefits of booking early, such as guaranteed space and a wider selection of staterooms to choose from. Others may prefer to wait until closer to the sailing date and while this can sometimes result in a lower fare, it also means fewer choices regarding stateroom category and location. If a cruise is selling quickly guests who wait to book may find that prices increase rather than decrease, or the cruise may sell out completely.Ultimately, it is up to each individual traveler to determine when to book and what pricing they are comfortable with. We feel that we offer an outstanding product at a very competitive price and while we cannot make our special offers retroactive to all bookings on a sailing, we can assure you that the best discount available at the time of reservation was provided to you. Again, we regret your dissatisfaction and hope this information will be helpful in future trip planning.
  
  Thank you again for contacting us with your concerns, and please feel free to follow up with our reservations department for your future booking at *************
  
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18230226
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I already got this resolved this wasnt even my issue in the 1st place have no idea what they are talking about I just wanted to get my casino vacation honored thats all and I have done that I dont even know what the h*** they  are answering 

• Initial Complaint

  Date:10/01/2022

  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 booked a Sea and Land tour with Holland America Line ***** for September 4th through 14, 2022 (booking # XL9VHH). Full payment of $8,000.00 for the trip was made in May 2022 and included a flight from ********* to ******* and a shuttle from *********** to a Hotel. When we received our itinerary for the trip it showed that we had airfare included; specifically, it stated, FLIGHT FROM ********* TO ******* GUEST (1), GUEST (2). The itinerary didn't provide the airline or specific flight number. When we arrived at the *** **** at ******* Airport, we asked if the could provide us with the return flight information and we were advised that we would receive that info in the welcome packet we receive when we board the cruise ship (Noordam). When we arrived on the ship and received our packet there was no flight info therein. Multiple times throughout the cruise we went to the service **** in an effort to obtain our flight info. We were repeatedly told we had flights and we would receive our flight info on the land portion of our trip. When we disembarked the ship and began our land tour portion we again asked for our flight information and were advised that we would receive it when we returned to ********* at the conclusion of the land tour. When we arrived in ********* we did not receive our flight info and were advised that we didn't have a flight (even though we paid and it was on our itinerary). We called the *** ********* line and were advised that we initially had airfare, that *** booked it for us, that it was somehow deleted, and that this was an error on ***'s end. The employee on the ********* line stated he had never seen this in 15 yrs with ***. The employee booked us a flight from ANC to SEA and said *** would pay for it since it was their mistake. When we arrived at the airport we were informed that *** did not pay for it and we were forced to pay $1,642.20 for 2 plane tickets. We called *** and we were told that they wouldn't pay for the tickets.

  Business Response

  Date: 10/31/2022

  October 31, 2022
  
  *********************
  Email: *******************
  
  RE:  Case: ************
          Booking: XL9VHH
  
  Dear **********:
  
  We are grateful that you have given us this opportunity to review your concerns.
  
  First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able. Nevertheless, we recognize this is not the level of service we aspire to provide to our loyal patrons and would like to express our appreciation to you in allowing us the time needed to review and respond to your inquiry
  
  It concerns us that you encountered a problem with your flights on your recent trip. We certainly understand the frustration and dissatisfaction this may have caused. We did a thorough review of your case and our record shows that on August 13, 2022, roundtrip air schedules were entered into our system which indicates that you had flights booked. This information also shows that the air was booked independently, not through Holland America Line.While we deeply empathize with you, since the air was not booked through us we will be unable to extend any form of compensation. We hope that your next Holland America Line experience is less stressful.
  
  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 *********************

• Initial Complaint

  Date:09/29/2022

  Type:Billing 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 never got the on board charge statement on our cruise on the ******* Holland America ******** ****** to ***********. on August 20.to 27.2022 of ************************************** but charged to our credit card.To call them, they put you on hold for hours on the phone with out any reply. tryed every day with no result.0 This is frustrating.

• Initial Complaint

  Date:09/27/2022

  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 bought a cruise that was to have an ocean view. The description was inadequate and misleading. It was a small room with a large view of a lifeboat.

  Business Response

  Date: 10/28/2022

  
  October 28, 2022
  
  *******************************
  Email: *************************************
  
  RE:  Case: ************
          Booking: XPMQXP
  
  Dear **********************:
  
  We are grateful that you have given us this opportunity to review your concerns.
  
  First and foremost, please accept our sincerest apologies for the extended delay in our correspondence. As you are familiar, were experiencing high volumes of communication and as such our response time has increased as we assist each guest as effectively as able. Nevertheless, we recognize this is not the level of service we aspire to provide to our loyal patrons and would like to express our appreciation to you in allowing us the time needed to review and respond to your inquiry.
  
  We were very sorry to learn that you were disappointed with the configuration of your stateroom. Due to the physical structure of the ship,there are several different floor plans within the same stateroom category,complete with varying furniture accommodations. Unfortunately, because of the wide variety of floor plans, it is not possible to completely diagram each variation in the brochure or online. In an effort to make sure our guests are aware of the differences within a given category, we print a symbols key that indicates which staterooms vary from the main description for that room category; this assists our guests in choosing an appropriate stateroom for their specific needs. This information is readily available on our website and our reservations agents are available to assist guests and travel agents in stateroom choice. With all these resources available, we respectfully decline your request for a refund. We sincerely regret that you were not satisfied with the stateroom on this recent cruise, and in the future, hope that your accommodation will be more to your liking.
  
  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 **************** us why here...

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18134426
  
  I am rejecting this response because: they acknowledge they don't give clear indication in the description for the room. The symbols are hard to say and easily misunderstood.
  
  Sincerely, Earl 
  
  ***************************

• Initial Complaint

  Date:09/24/2022

  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.

  This is **************************************************** *********. Aged 65 and 63.We have booked HAL ********************** for Aug 21 to Aug 28. Booking ref# XX9QHQ, paid $1876 during the booking.We need your help to resolve the issues what we had from the day 1 to till now. Problems.1) while booking agent told us no additional charge but *** charged $58 for the bus service from airport to the port, we were group of 35 ppl and they only charged us not others.2) while booking agent said once you booked you will be able to buy the upgrades(spa/pool/drinks/Wi-Fi/etc) online and website says "onboarding is within 4 days so please call customers service" wasn't able to buy it.3)i called customers service and spent 30+ min but agent was not able to solve the upgrades issue, agent told us to buy from **********************. (if they are not let us upgrade such things within 4 days then why selling bookings)?4) so, we tried to buy the things from ********************** but it was way extensive then buying online (ie. buying a online Wi-Fi was $109 but in ********************** $140) So, we couldn't buy the upgrades.5) i was charged $400+ from cuise network to my tmobile career.6) Because of above we couldn't enjoy the *************************** connected with my family and grand kids in *****.7) during 7 days: bcz of our religion restriction we cant onion/garlic - breakfast and lunch they never make food without onion/garlic(for first 5 days)but they were making such food in dinner. We wanted to have good time but it was horrible time for us.8) we are aged and blood pressure patients We gone thru so much mental stress during onboarding and our entire stay inside the **********************. 9) after returned, tried to call guest service multiple time for above what i have faced. But never able to talk to anyone.each time i spent hours, but never able to talk to anyone (attaching call log). Because of above i wanted to talk to someone to give me refund/compensation which we never enjoy, unlike we were stressed and stayed hungry.

  Business Response

  Date: 10/27/2022

  
  October 27, 2022
  
  Mrs. ***************************
  Email: *********************
  
  RE:  Case: ************
          Booking: XX9QHQ
  
  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.
  
  Were sorry to hear you had difficulty receiving meals that adhered to your dietary needs and werent satisfied with all of the options available to you. Dietary requests can be arranged through **** Services or Access & Compliance prior to sailing, and once aboard we recommend that guests contact the Dining Room Manager to ensure our Food and Beverage staff is aware of any special dietary needs. Inquiries and suggestions are always welcome, as they help us to refine the onboard experience for all of our travelers. Respectfully, we are unable to compensate for this concern, as our **************** was not notified of any dietary restrictions.
  
  Due to late booking the option to pre-purchase things such as Wi-Fi or Spa packages at a lower price is not available. And as for your transfer service, if the service is not complimentary or not under a promo package, there will be a charge for it.
  
  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: 11/03/2022

   
  Complaint: 18124564
  
  I am rejecting this response because: i supposed to get the service as it advertised but i didnt
  
  Sincerely,
  
  *****************************************