Complaints

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:06/24/2024

  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.

  On December 4, 2023, I made a deposit payment of $579.90 to Windstar Cruises for a cruise to the ************* in August 2025 (booking ID *********. Unfortunately, my friend who was going on the cruise with me became ill and we have had to cancel our reservation. On May 18, 2024, I requested a refund of our deposit minus $50 per person cancellation fee and was told that the deposit would be returned to my debit card within 7 to 10 business days. When I did not receive the refund within that time period, I called Windstar and was told it would take up to 3 weeks or 15 business days. I called Windstar again on 06/14/2024 and was told they had a new system and to call again in one week. I have called again on 06/21 and was told their new system was still causing delays and to call back in a week. I still have not received the refund. Can you help us to receive the refund as specified in their cancellation policy?

• Initial Complaint

  Date:12/18/2023

  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.

  I booked a trip through Windstar Cruises including *****, ****** and ******. They cancelled the pre-trip portion of the trip to ****** and then eliminated the ****** portion of the cruise. This turned into a trip I did not sign up for, They could not provide the trip I contracted and refuse to refund my money.

• Initial Complaint

  Date:12/17/2023

  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.

  First day of Windstar cruise, my Apple iPad arrived at our cabin with the screen cracked and bottom edge broken. Our Cruise number: ***** ******** 11/10/23. Please note the date. Purchased travel insurance through Windstar. This should mean something, right?During the cruise the front desk attempted to help, but didn't know what to do. At the end of the cruise the Guest Relations person gave us a form to file a claim. When I called their number, I was directed to third-party insurance carrier - ****************************. I filled out their paperwork and continue to receive the same generated email. Today I was asked to have the laptop repairs ($200.00) taken care of by my home insurance.I did everything Windstar and Aon asked - documentation, estimate for repair and nothing. It's a very small amount and I have received no support from Windstar or Aon. What can be done to resolve this claim?

• Initial Complaint

  Date:10/25/2023

  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.

  The Windstar cruise line is absolutely pulling a bait and switch. This is marketed as a luxury cruise line and it is nothing of the sort. Boat is terrible, food is awful, and communication with guests about their complaints/concerns is basically non-existent.

• Initial Complaint

  Date:04/09/2023

  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.

  So we went on a Windstar cruise for the first time in February. Our itinerary included *********, **********, ST ******, ************, ***************** The seas were a little iffy so we were unable to dock at ********** and St ******. Needless to say we were sorely disappointed but they have no control over the weather. But by this point we were anxious to get to Virgin Gorda to get off the ship. We had not booked a tour on ************ because we wanted to walk around and go to the restaurant at the top of the hill. When we got to VG, we took the tender in; however they dropped ** off at this little cay called Pickle Pear Island which had nothing on it other than the lunch the ship set up. they sectioned ** off on a little beach. We hadnt even worn our swimsuits because we were supposed to go in to VG. When we inquired how we would get over to VG we were told oh no, if you didnt purchase a tour in VG, this is what you get. I paid for a cruise which included VG and we were told we dont get to go to VG? What if I had purchased a tour outside of Windstar? I contacted Windstar on the ship and was told thank you for your feedback. This was not feedback. It was a complaint. I contacted Windstar directly by email and was told to wait ***** business days for a reply. I waited the 20 days. Guess what? No reply. Big surprise. I feel we should be compensated for not allowing us to go into Virgin Gorda, even though it was part of the itinerary we paid for. Nowhere at no time were we told we had to purchase a tour to get into ******************* (and we shouldn't have to!).

  Business Response

  Date: 04/25/2023

  Hello ************************* & Mr. **************************** We appreciate your patience in our response as we reviewed your post-cruise feedback. We sincerely apologize for the delayed response, as we are currently working through a higher-than-normal volume of inquiries.
  
  While we make every effort to visit each port on our itinerary,there may be times in which we are unable to do so. Our first attempt will always be to stay on course and visit the ports as planned. If challenges arise that prevent ** from doing so, our second option will be to find a replacement port. Unfortunately, this may not be possible if the weather conditions in surrounding areas are also affected. Due to the distance and time it takes to get to the next port of call, it may require additional day(s) at sea, such as the case with your adjusted cruise itinerary. Unfortunately, the inclement weather was not safe for the Star Pride to operate to our original port of call in **********, ********** and ************, ***********.
  
  The safety and wellbeing of our guests and crew are of our utmost importance. While we did our best to maintain the original itinerary,this was no longer a safe option. If necessary, it is common practice in the industry to change routes to assure the safety of passage. In these instances,compensation of any sort is not usually provided. We sympathize that these unavoidable changes resulted in some understandable dissatisfaction.
  
  We regret to hear that you did not enjoy your time on Prickly Pear Island. Please be advised that the published itinerary states that the Star Pride was scheduled to visit Virgin Gorda / Prickly Pear, ************** Islands (***). This is noted on the Itinerary (non-financial) that was provided to your Travel Advisor.

  Please be advised that the attached PDF document Itinerary (non-financial) is the Windstar document that was sent to your Travel Advisor several times throughout the booking process (along with the booking invoice whenever changes were made to your reservation). As you can see, the Itinerary does mention the Star Prides visit to Prickly Pear for March 3rd.
  
  The photo you have provided is not a Windstar document, but a document generated by the ************* you booked this cruise through.Windstar does not accept any responsibility for false or incomplete information on documents that do not come directly from Windstar Cruises. Again, the itinerary and other documents that we provided to your Travel Advisor were accurate. We recommend that you contact *************** to express your frustration with the information that was provided in their documents. We will forward the photo with this itinerary discrepancy to our ***************** so that they may address the matter appropriately. 

  We apologize if the voyage plan for this date was not made more clear. *********************** always explains the options available for our guests during their daily Port Talks. They would also explain the tours that are available our guests at each location. Shore excursions are not mandatory,and guests may choose the options that make the most sense for their stye of travel. While we recommend our tours, which have been vetted by our Destination Team, guests are always welcome to arrange independent tours or arrangements for locations we visit on each voyage.
  
  Please know that we take no pleasure in cancelling ports and adjusting cruise itineraries. We have reviewed your request in full, but we are unable to provide any additional compensation at this time.
  
  We apologize for the disruption of your cruise vacation, but we hope to have the opportunity to sail with you again in the future.
  
  Best Regards,

  Guest Relations Team

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19915471
  
  I am rejecting this response because:  my complaint is about not allowing ** on one of the islands that they ship docked at and instead took ** to a small cay with nothing to do on it. We paid to go to Virgin Gorda, not to Prickley Pear Island and were not given the option of going over to Virgin Gorda because we did not purchase an excursion.  Where does it say it's mandatory to purchase an excursion to get onto the island.  This is unacceptable.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/03/2023

  Hello *************************,
  
  Thank you for your response. Please be advised that the attached PDF document Itinerary (non-financial) is the official Windstar document that was sent to your Travel Advisor several times throughout the booking process (along with the booking invoice whenever changes were made to your reservation). As you can see, the Itinerary does clearly mention the Star Prides visit to Prickly Pear for March 3rd. 

  We apologize if the voyage plan for this date was not made more clear. *********************** always explains the options available for our guests during their daily Port Talks. They would also explain the tours that are available our guests at each location. Shore excursions are not mandatory, and guests may choose the options that make the most sense for their style of travel. While we recommend our tours, which have been vetted by our Destination Team, guests are always welcome to arrange independent tours or arrangements for locations we visit on each voyage.

  The photo you have previously provided is not a Windstar document, but a document generated by the ************* you booked this cruise through.Windstar does not accept any responsibility for false or incomplete information on documents that do not come directly from Windstar Cruises. Again, the itinerary and other documents that we provided to your Travel Advisor were accurate. We recommend that you contact the ************* that you booked this cruise through to express your frustration with the information that was provided in their documents.
  
  Best Regards,

  Guest Relations Team

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19915471
  
  I am rejecting this response because: So instead of working it out with your agent, *****************, you leave it to me to deal with them?  They have ignored all emails since this incident.  It is your cruise line, your agent and you should deal with them rather than leaving it for me to do.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/08/2023

  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.

  Guests on a Windstar cruise, *****, ****** to **********, March ****, 2023 in cabin 107, a/k/a Owner's Suite. This is a premium room (greater expense--only one on the ship). On March 5 a leak behind a wall soaked an area of carpet in the room, approximately 6 feet by 2 feet. Reported to staff who place towels over the area but did not address the leak. Next day, 3/6 wet carpet spread--an area of 12 feet by 4 feet. More towels and effort to locate leak. Large fan brought in to attempt drying--very noisy. Was on overnight, disturbing sleep. Late on 3/6 leak repaired--fan remained. 3/7 carpet is mostly dry but seems to have a musty sour odor. Seems slightly better with deodorizer. Ship has offered $1000 credit which is only 6% of the cost of this trip. Rejected by us, as not reasonable given the impact of problem for 2.5 days of a 7 day cruise...have photos and letters back/forth with guest relations on board but can't attach from the ship's computer.

  Business Response

  Date: 04/21/2023

   Mr. ***** *********************** were aboard the Wind Star from March 4 -11, 2023. Unfortunately, there was a leak in their suite, which soaked a portion of the carpet. The crew were able to stop the leak and worked to dry the wet carpet as quickly as possible. Despite the crew members efforts, the carpet could not be completely dried for about three days. The Hotel General Manager initially offered $1,000 total in refundable shipboard credit, though ********************** did not feel that this was fair compensation. It was at this point that the complaint to the Better Business Bureau was filed.

   

  However, the Hotel General Manager discussed the situation with ********************** and reached out to our **************** for further evaluation of this event and the guests request for additional compensation. After further review, the compensation offer was increased to $3,500 total, which was provided as refundable shipboard credit. This amount exceeded 50% of the guests daily cruise rate for 4 days that they were impacted. The Hotel General Manager advised that Mr. ***** *********************** accepted the revised offer and were satisfied with the compensation provided. We considered the matter to be resolved before the cruise had ended.

  
  Best Regards,

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

  Guest Relations Supervisor

   

  The health and well-being of our guests, crew, land-based employees and people in the communities we visit is always a top priority. To Learn more about our new ******************** Program and Measures click here.
  Please check entry requirements for your upcoming cruise here.

   

  Windstar Cruises

  180 from Ordinary

  8400 *****^th St., Suite 520

  *****, ** 33166

  *************************************** | windstarcruises.com

  Phone: ************  |General Reservations: ************ |Fax: ************

  Office Hours: Monday Friday  8:30AM to 3:30PM Pacific Time

   

  XANTERRA TRAVEL COLLECTION
  A WORLD OF UNFORGETTABLE EXPERIENCES

  Customer Answer

  Date: 04/26/2023

   
  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.  As an aside, the matter was promptly and professionally handled and I commend Windstar Cruises for this good faith resolution.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/29/2022

  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.

  We paid $400 deposit for a Tahiti cruise for December 2022. Windstar's cancellation pomicy is attached and clearly states a 100% refund less a $50pp fee which should equal $300 refund. They also have a schedule for 75% if cancelled later, then 50% and so on. I cancelled in plenty of time per their rules. I cancelled it in June 2022. I was told on June 23rd the credit would take 4-6 weeks. They should listen to that "recorded" conversation. I checked back almost 8 weeks later. Now I am told I am not getting my $300 back. They need to abide by their written cancellation policy. When can I expect my $300 refunded to my credit card?Thank you

  Business Response

  Date: 08/31/2022

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

  
  We regret to hear of your frustration over this billing issue, and we apologize for any inconvenience this may have caused you.

  
  After review, our Operations Team determined that the insurance cost on your booking increased when you upgraded to premium flights.Unfortunately, the cost of the additional insurance was not collected at this time. When the booking was cancelled, the system took the air and insurance penalty out of the funds paid and there wasnt enough funds left on the booking to refund the deposit. Due to this error, an exception was approved, and our Reservations Accounting Lead has issued the $300.00 refund back to your payment card used on booking #********. The total refund of $300 was processed in two separate transactions that were processed on August 23 and August 30. Please be advised that certain banks do take a few business days to receive incoming funds, but we assure you that everything has already been completed on our end.

  
  Best Regards,
  Guest Relations Team

  Customer Answer

  Date: 09/07/2022

   
  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,
  
  ***********************************