Reviews

This profile includes reviews 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

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  Vancouver Shore Operations

  999 Canada Pl PO Box 45 Vancouver, BC V6C 3C1

Review Details

• Review fromTimothy S

  Date: 10/25/2022

  1 star
  Service and service related experiences should be the mainstay product of Cruise Lines. While the "mechanical" elements of a recent HAL ********************** were appropriate, the company failed to provide adequate and accurate pre-********************** directions regarding COVID protocol. This forced an unnecessary expenditure of time and money. A fair resolution to this problem was suggested in literally over 20 different communication channels and modalities, including multiple messages to our personal company "Cruise Consultant". In almost three months, not one of these communications was responded to or even acknowledged. This, despite our being 35 yr loyal customers. This disregard and disrespect alone would and should deter anyone, including us, from having anything to do with Holland America or (their parent) Carnival Cruise lines ever again.

• Review fromsandra c

  Date: 10/06/2022

  1 star
  One Star is too much to give this company for customer relations. I returned from an ****** cruise on August 27. Since the first week of September, I have been calling and asking for a statement of my on board charges. I have spent hours and hours calling different numbers and being transferred and on holds, there is never anyone answering. I did get to accounting department and again the only response is to call another number. One recorded message was to call the credit card company for a discrepancy. Why can't *** back up their charges. They purposely use the tactic of wearing us out to cheat us on our charges. All the phone numbers wind up at the same central number and disgusting loud music irritating to our ears. I have now been waiting again and hold for 35 minutes. They are very quick to book and charge fees and then wash their haves . I am disgusted with them.

• Review fromSandra K

  Date: 09/22/2022

  1 star
  Immediately upon receiving a brochure in the mail from Holland America Line in September 2021 for a cruise from ******, ***** to ******, ****** in August 2022, I purchased it for my husband and myself, our fourth cruise with Holland America, booking #XKGT2L. My cruise consultant provided documentation on 9/15/21 showing my payment summary of $6,000. Soon after, everything fell apart. My cruise consultant's telephone voice message conveyed she was taking "a leave for an extended period." For the duration of my planning period, no one worked with me. Instead, my calls were forwarded to a pool of people who immediately transferred me to another department that NEVER picked up the phone or returned calls. In April 2022, I received mail that our embarkation location would be changed from ******, ***** to *******, *****; and our departure time from ******* would be adjusted accordingly. Because of the change in time, I had reason to believe we would still visit ******, if only for a short time. Not to be. Though the ship wasn't departing ******* until 7:00 pm, Holland America notified us that our "complimentary" coach service would provide transportation from the ****** airport to ******* at 9:00 am or 11:00 am. Sadly, ****** was off the itinerary. So was Santorini, ******; it was replaced by Mykonos. The two top locations of my itinerary were changed drastically, and I have no one to talk to about it. Oh, I tried different phone numbers at different times of day; I was on hold for up to two hours at a time, with no assistance in the end. Once on the ship, I made an appointment to speak with the front desk manager at customer service. She listened to my constructive criticisms, then informed me that Holland America reserves the right to change itineraries at any time; also, she would have a new consultant contact me once I arrived home. That never happened. In summary, I WOULD NOT have paid $6,000 for the trip that was provided. Shame on Holland America.

• Review fromDennis D

  Date: 09/04/2022

  1 star
  I sent Holland America an email with some questions. I waited for 12 days without response and finally decided to call them. I waited on hold for 45 minutes and had something else I had to do. I called again later and waited for 2 3/4 hours, they finally answered the phone! My issue with this posting is not why I called them, it is how difficult it is to communicate with them.Oh, yeah, I asked why I never got a response to my email, she told me its because they are 4 months behind on answering email. 4 MONTHS!!! And when you send a message, you get no auto-response email telling you that they got your message, or telling you you'll have to wait 4 months for a reply, you get nothing. They should stop accepting email if they can't answer it.

• Review fromJoyce R

  Date: 08/29/2022

  1 star
  We worked with Holland America Cruise Lines to receive proper paperwork and medical exemptions to travel without COVID shots. After we boarded the ship, testing negative for COVID twice, the ship's physician told us we could not said, DESPITE all PRIOR AUTHORIZATIONS. We were treated horribly. Left on the dock to arrange our own travel arrangements back home. The customer service number we were given to call for assistance had a 4 hour hold time and our cell phone could not stay connected for that period of time in roaming. We have contacted Holland America **************** and they refuse to give us full compensation for the money we spent for this unnecessary and horrendous experience. They have given partial compensation but they should be held accountable for all damages and inconveniences. The company completely misled us and we paid for services, including pre-paid gratuities, that were never rendered.