ComplaintsforHolland America Line

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 27, 2024 I was sent a special offer by Holland for a free cabin and other free items (through their casino department) for a trip through ******. I was called by their agent whom I then emailed. He promised me, among other things, a free upgrade to a suite. The problem was all of the trips I wanted were either sold out, or not part of the offer. I finally, without his help, found a cruise which was available and gave it to him to book. However, he first told me it was sold out except for an inside cabin, and when I told him I was on their website and could book it with the upgraded suite, he said that wasn't available unless I wanted to pay for it. I can only believe this is a bait and switch scheme. Unless resolved for what they promised, I'm done with Holland.

  Business response

  04/05/2024

  April 5, 2024
  
  RE:  Case: 1-10170230099
          Booking: 1-4O73BRK
  
  
  Dear ****************:
  
  We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional amenities that were offered for this sailing and we are sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them. Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our shipboard staff is notified of any amenities associated with individual bookings and these should be provided to the guest once on board. However, we cannot make every promotional offer available to every booking.
  
  Having said this, respectfully, our Guest Relations team is unable to review pre-cruise concerns, as such matters are processed through Reservations and other pre-cruise departments. As a suggestion, we recommend contacting your Personal Cruise Consultant directly to review current promotions and pricing, and your advisor can further review with our Reservations team if needed. While we cannot guarantee a policy exception to your promotion, our pre-cruise teams can offer additional review and information, and will be happy to offer further assistance. We appreciate your understanding.
  
  For pricing, availability and sales assistance, as well as general inquiries relating to product, destinations we recommend contacting our *********************** at ************.
  
  Again, please accept our apologies for your disappointment.We hope that despite the issues you encountered well have an opportunity to welcome you back on board.
  
  Sincerely,
  
  *******************
  Special ****************** of the *********************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a cruise trip to ****** last year and now I find myself in need of help regarding that purchase.Before writing this message, I have already try a negotiation ma**** contact to yourl call center department yesterday. However, during the conversation, the attendant was reluctant to help and bounded to an unjust 50% refund only. This action shows my good will to resolve the situation before having to appeal to any complaints or even legal processes.There are lots of points that make my case unique and not restricted by this 50% refound policy. They are: a change in itinerary by ***, lack of information about ****** having different ****s (but just one that can be applied to a cruise ship) and the uncontrollable nature of a **** process.Before proceeding I must say that I just want to solve this situation without having to abdicate my dream trip. I urge that *** keeps a good relationship with its customers, in the same matter that all companies that have its business related to tourism work, trying to have empathy and trying to understand its customers' needs, dreams and wishes. This is supposed to be the main rule for your **** of business.As a customer, I am writing to express my concern and formally request that Holland America reconsider its current position regarding my cruise boo****, with reference number 2NWJ8T. I request that Holland America apply 100% of my full payment as a credit towards a future cruise, rather than adhering to the 50% refund policy stated in the website. This request is made in light of a series of facts and legal principles that support my situation.First, I must highlight the unilateral alteration of the cruise itinerary post-purchase (that happened sometime after my full payment) which was done without my consent. This action can be perceived as a breach of original contract. It's a well-established principle in contract law that any material modification of contractual terms requires the agreement of both parties;m. The change in itinerary significantly alters the trip experience and the the foundation of our agreement and, as such, compromises the contract's validity. Furthermore, the clause allowing only a 50% refund in the event of cancellation appears unconscionably restrictive, especially given the unprecedented and uncontrollable circumstances that have led to my request. The doctrine of unconscionability aims to prevent the enforcement of unjust terms that are overwhelmingly one-sided. Given the exceptional nature of the current situation, this clause seems particularly inequitable and potentially unenforceable.The principle of frustration of purpose is also relevant here. My inability to secure a ******** **** in timedue to delays beyond my control and unforeseeable at the contract's inceptioneffectively nullifies the purpose of the contract. This legal doctrine acknowledges that contracts may be set aside when unforeseen events fundamentally alter the contract's nature, ma**** its execution impracticable or meaningless.Lastly, the implied covenant of good faith and fair dealing, inherent in all contractual agreements, obligates parties to act fairly and reasonably, ensuring neither party is denied the benefits of the contract. The strict enforcement of the 50% refund policy, under these extraordinary circumstances, seems to disregard this covenant. Providing a full credit for the amount paid towards a future cruise aligns with the spirit of fairness and preserves the contractual balance.Given these considerations, I demand that Holland America issue a full credit of my original payment for use on a future cruise. This approach not only aligns with legal fairness and equity but also maintains the goodwill and trust between Holland America and its customers.I urge Holland America to act in accordance with these legal principles and in the interest of maintaining a positive relationship with its clientele.I am searching other cruise trips offered by *** they still have availability, to use my credit in this case. Without having to change my travel, my plans and my dream.I have faith that this request will be taken into consideration and *** will find a solution for me. I expect a prompt and affirmative response to my request, but if I couldn't find empathy to my situation, I must say that I am prepared to pursue further legal action, with no satisfaction and full of disappointment, if necessary.Sincerely,*******************************

  Business response

  04/05/2024

  
  
  
  April 5, 2024
  
  RE:  Case: 1-10160796449
          Booking: 2NWJ8T
  
  
  Dear ******************** *******:
  
  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 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.
  
  We are pleased to see that a Resolution Specialist was able to get your credits transferred over to your new booking number. We thank you for your patience while this was being processed.
  
  We look forward to welcoming you aboard another sailing very soon. Until then, we wish you all the best.
  
  Sincerely,
  
  *******************
  Special ****************** of the *********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husbsand,******************* ,and I recently sailed wit Holland America on a 31 night cruise beginning November 15th ***** on the Oosterdam ship, On our 1st day there we requested that all crew appreciations charges would be reimbursed to our account. For the ist part of the cruise they were refunded. We went to guest services at the very beginning of the 2nd part of the cruise and requested a refund at the end of the cruise for the 2nd cruise crew appreciation charges and again signed paperwork for that as well and that we would tip employees ourselves. They assured us the money would be refunded on the day after we left the ship and the charges would be reimbursed to our credit card. After 2 months of repeated calls and communications,they are stonewalling us and continue to put us off with vague assurances of the refund even though they refunded the 1st part of the 31 day cruise, They knew we would still be aboard and would check our onboard account to hold them accountable. They took this money away from us against our protest and now they will not return it even when their records show I signed waivers twice for the 2nd cruise. They also have the evidence that the 1st cruise part was refunded and that the same request for the 2nd cruise not only would but did actually happen. I feel this happened after they knew we were gone for good. I would appreciate any advice from BBB for a class action lawsuit for others who have likewise gone reimbursed after they left the ship and could no longer present themselves in person to prevent this from happening to them.

  Business response

  03/21/2024

  
  
  
  March 21, 2024
  
  RE:  Case: 1-10037948120
          Booking: XT2RHK
  
  Dear *************:
  
  Thank you for contacting us regarding your sailing on ms ********** We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  We are sorry for any discontent related to our Crew Incentive policy. While we sailed for many years under a Tipping Not Requiredguideline, we realized that the vast majority of our guests wished to recognize the exceptional service provided by our crew. Our shipboard employees work very hard to make sure that every aspect of a cruise meets our standards, from those who serve guests directly, such as dining room wait staff and stateroom stewards, to support staff whom guests may never meet, such as ****** and laundry staff. To allow these efforts to be easily recognized and rewarded by our guests, a daily Crew Incentive is automatically added to each persons onboard account. If our service exceeds or fails to meet expectations, the amount can be adjusted at the end of the cruise. A 18% bar service charge is added to all beverage purchases. This policy is common throughout the cruise industry and is clearly detailed in our brochures and on our website under Shipboard Life; nonetheless, we regret any displeasure with this facet of the cruise experience.
  
  We appreciate your patience regarding your request for reimbursement. We do sincerely apologize for the delay in response and resolution. We do show that your request for refund was approved by Guest Relations and forwarded to our ******************* All refunds will be processed in due course, but delays should be anticipated. Please allow sufficient time for us to manage this process and know we are doing everything in our power to expedite where possible.
  
  We sincerely regret any inconveniences and greatly appreciate the patience of our guests. 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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from **************** a $25 deposit and free upgrade to a balcony. I checked cruises. The site kept jumping and could never again find the cruise we were considering. Then, it never offered us options for anything but cruise only None of a $25 deposit or free upgrades were offered. They are lying to the public. Thus us false advertising and they need to held accountable.

  Business response

  03/26/2024

  
  
  March 26, 2024
  
  *********************************
  Email: ******************
  
  RE:  Case: 1-10155056960
  
  Dear **********************:
  
  Thank you for contacting us regarding your experience with our website. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional fares that were offered to you and were sorry for any discontent. We offer different promotions at various times in order to boost sales. Some amenities are only valid on certain sailing dates and itineraries, or for booking a particular type of stateroom. Others may be offered by a travel agent or group leader outside of Holland America Line to encourage travelers to book with them.Additionally, most promotions include restrictions and may not be combinable with other promotions or pricing structures. Our reservations agents are trained and qualified to assist guests in making cruise, air, and land reservations through Holland America Line. These agents are provided with up-to-date information regarding the current promotions offered on our sailings.If you have any questions regarding our promotions or specific information about sailings, please contact our *********************** at **************.We hope this information will be helpful, and we welcome calls from our travelers.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer response

  03/26/2024

   
  Complaint: 21429697
  
  I am rejecting this response because: they lie to the public and get away with it by saying the special rates only apply to special people. Yet they dont tell the public which people qualify and which dont because its calked discrimination. They advocate false advertising and fraud. The BBB never does anything but count incoming and outgoing response. Youre nothing but a clearinghouse. You all are liars and frauds. 
  Sincerely,
  
  *********************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After giving me a quote for three people for a "have it all" price the documentation we received by email did not include the promotional items for the third person. When I called Holland American they admitted their mistake but would not honor the price we were quoted on the phone and we agreed to for three people to have the "have it all" price. We would like Holland American to honor the verbal agreement to which we agreed to.

  Business response

  03/05/2024

  March 5, 2024
  
  Mr.*********************
  Email: ******************
  
  RE:  Case: 1-10124299426
          Booking: 2M3T4X
  
  Dear ************:
  
  Thank you for contacting us regarding your sailing on ms ***** Amsterdam. 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 our reservations procedures did not meet your expectations and sincerely regret any frustration this situation caused. Our Guest Relations team is unable to review pre-cruise concerns, as such matters are processed through Reservations and other pre-cruise departments. We have forwarded your complaint to our Reservations Resolution Specialist team and while we cannot guarantee a policy exception to your promotion, our pre-cruise team will review the information, and reach out to you directly. We appreciate your understanding.
  
  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

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cruise line not honoring/applying $687.50 bonus Future Cruise Credit to booking #2CGCWG Main issues:-Should have had $1400 FCC total to apply to our new booking, only $585.56 honored -Won't honor their emails re: using FCC by 12/31/23 (attached), same info relayed to us by *** rep on 12/29/23 -How/why was $126.94 of our FCC used without our knowledge/consent -6 hours spent trying to resolve by phone Booked a 2020 cruise #CM8DGJ cancelled due to pandemic, we were issued FCC:******************************* bonus credit $175 id# ******** refundable credit $175 id# ******** (as of 12/2023 only $148.06 avail)*** bonus cred $175 id# ******** (as of 12/2023 only $162.50 avail)refundable cred $175 id# ******** (as of 12/2023 only $87.50 avail)****** bonus cred $175 id# ******** refundable cred $175 id# ******** **** bonus cred $175 id# ******** refundable cred $175 id# ***********/26/23 (92 min/rep PJ) Call to verify $1400 FCC, told FCC must be applied to sailing before 12/31/2023 contradicting emails stating "BOOKED by 12/31/2023". Said he'd request extension to apply FCC to 2024 trip, then said we had only $1,273.36.$126.50 was taken from our accounts. We cruised Apr 2022 (Booking# ***************** Fare was paid in full! Without authorization my husbands bonus FCC was debited $12.50, his cancelled voyage FCC $87.50, my cancelled voyage FCC $26.94. We were never notified of transactions, didn't authorize them.12/29/23 (23 min/******) She stated as long as we "BOOKED by 12/31/23 & SAILED by 12/31/24" we could use all FCC credit. I reconfirmed this with her.12/30/2023 (200min/***) Couldn't help apply bonus FCC to newly booked cruise #2CGCWG, said no managers present.1/5/24 (73 min call) supervisor ***, would escalate issue for review after stating "since ****** told you 12/29 that FCC only needed to be applied to a booking by 12/31/23, sail by 12/31/24 she would have management review that call".1/13/24 (51 min) Told to email resolutions **** at invalid email account

  Business response

  03/15/2024

   

  Please redact sensitive guest information prior to posting. 

  Thank you 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ring onboard 1 of their ships in December only to find out that is was defective (3 of the 5 stones fell out) right after disembarking the ship and ready to board the flight home. I took a photo of the defective ring and contacted them immediately. I have called and emailed them many, many times and even have a case number (1-10017853694) and they have been giving me the runaround for 3 months now!

  Business response

  02/22/2024

  
  
  February 22, 2024
  
  Dear *********************:
  
  Thank you for contacting us regarding your sailing on *****************. We truly appreciate your feedback; knowing your personal experience is important to us and we deeply regret the disappointment and frustration you encountered.
  
  Were sorry to learn of your disappointment with a ring you purchased from one of our shops onboard. We have forwarded your concerns to Starboard Cruise Services, the company that handles the merchandise sold aboard your sailing. Were sorry to learn that they have not responded to your complaint.
  
  We would like to extend a refund to you in the amount of $83.40 total for the ring purchase. This refund will be posted to the card used onboard. Please be advised that your request has been forwarded to the appropriate department to be processed and we are doing everything in our power to expedite where possible. We sincerely regret any inconvenience and greatly appreciate your understanding.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer response

  02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked for our family of 7 and had 3 rooms. The room I shared with my husband was the problematic room. Our AC did not work from 12/27 to the evening of 12/31. We reported it not working the morning of the 28th. When we came back to the room after being out for the day it was still very warm in the room so we reported it again that evening, still did not work when we went to bed. We then talked to stateroom attendants the morning of the 29th and they then reported it to their boss over the walkie talkies when we were standing there. Later in the day my husband went to check on the status and they could not give an update and it was still not fixed. 12/30 still not fixed and slept in another room which was by the engine and very loud (worse than our room); my husband checked in multiple times that day as well 12/31 during the day at some point it finally got fixed. After this inconvenience ****** offered us 150 cash each for our troubles, please note our one room was 3018 dollars but we had 3 rooms which totaled close to ******. I said we think 500 each would be fair and he told me I would have to email guest relations as they deal with higher amounts. I have now emailed them and all called them several times with ZERO replies from email and when I talk to agents they now offer me less than ****** offered me. They are offering 300 CREDIT for our next trip. I said this is worse than what was offered on the ship as I have to buy something now. I am not interested in purchasing another cruise at this time especially after this experience. I feel like this company could care less about their customer. I cannot fit my whole initial email into this box as it is too long but have attached the several emails I have sent and all the full details of my experience.

  Business response

  02/20/2024

  
  
  February 20, 2024
  
  *********************************
  *********************************************************************-7717
  Email: *********************
  
  RE:  Case: 1-10015950445
          Booking: 2NXK4C
  
  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 expressed.
  
  We truly regret that our previous correspondence has not met with your approval, as it was certainly not our intent to cause further frustration.Please accept our apologies once again that your stateroom air conditioner was not working properly and that the resolution on board did not meet your expectations. Your comments regarding the disappointments of this cruise have been taken very seriously and the prior compensation offer was made in good faith.
  
  It is always of concern when a guest has a less-than-satisfactory experience, and we will endeavor to incorporate your feedback into our planning and procedures. Although you have requested instead to be compensated monetarily, Holland America Line, per policy, only offers compensation for guests who experience a vacation that was less than perfect in the form of a credit or 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. Therefore, we are sorry to disappoint you further; however, we must respectfully deny your request for a partial refund of your cruise fare.
  
  Of course, the patronage of our guests is of great value to us; however, we understand that our offerings may not suit every persons expectations. We are sorry to learn that our attempt to help remedy this situation has not met your expectations and deeply regret any negative impressions that have been left. While we hope you will take advantage of our generous compensation offer of $600.00 in Future Cruise Credits and give us another opportunity in the future, we certainly hope that no matter the cruise line you choose to sail, we hope you experience safe and enjoyable ****************.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

  Customer response

  03/01/2024

  Thank you for your help!  I am contacting you regarding this resolution as this is just not true.  They offered monetary value on the ship of 150 each and they said if we were not happy with this we should contact guest services.  They obviously do not care about my experience or my time as I have called several times and I have emailed with no response.  
  They want to make it up to us with a credit but why when a company has a one rating on BBB and has not given me attention in matter at all. 
  I have never had to complain to a BBB about a company ever so me doing this is a huge step for me.  I do not know how you can help me any further or really what to do it is truly disappointing
  

  
  

  Business response

  03/13/2024

  Attn: ************; We are sending the complaint responses to the guest and also BBB after discovering the guests email contained a typo.  We have responded to the guests every inquiry and apologize this wasn't discovered sooner. Please redact any sensitive information of the guests prior to posting and we appreciate your assistance. 
  
  March 13, 2024
  
  *********************************
  *********************************************************************-7717
  Email: **********************
  CC: ***************************************
  
  RE:  Case: 1-10015950445
          Booking: 2NXK4C
  
  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.
  
  After reviewing your booking, onboard records, onboard folio, and case, we see you were initially offered $150.00 onboard compensation. This is offered as a credit on your onboard account  and not as a cash refund. If you reject the ships offer, they will advise you to contact guest relations. We have sent four responses previously to your inquiries and will attach them to this correspondence.  We discovered the email address on your Mariner number and the email registered to the booking was listed as yahoo.cm, not yahoo.com and have corrected this information accordingly.
  
  We are saddened to hear of your discomfort while onboard due to your air conditioning not working as efficiently for the last four days of your cruise despite maintenances efforts. ***** Services sent maintenance multiple times and tried to reach you to offer an alternative stateroom for a more comfortable sleeping environment while the repair was underway.  Its always concerning when a guest is unsatisfied, and we regret if our earlier response caused further ill will;that certainly wasnt our intention. We appreciate the time our guests take to share their experiences with us, and we do try to resolve guest concerns in a thoughtful, considerate manner. We increased the $150.00 onboard credit ( $300 total) offered by the ship to a $300.00 ( total $600.00) Future Cruise Credit with a 1-year expiration date. While we realize this isnt what you are hoping to hear, we are unable to refund your cruise fare. While you have stated you will not travel with us in the future, your credit will remain attached to your respective Mariner numbers until their expiration in the event you change your mind.
  
  Thank you again for contacting us with your concerns, and 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

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mariner number ********** I sailed on my first holland America cruise and received a casino offer for a Neptune suites, beverage package and $2500 free play. Due to my work schedule, I can only sail in January or February. I have a third party host who does my bookings. The offer expired January 4th of 2025. The cruise I wanted to take left January 25th, 2025. My host sent numerous emails and calls a took weeks to get an answer. They told her they couldnt but I could call in and see. I called in to see about booking this one and was told I had to submit a request through a carnival casino website as they oversee all of the casino. My host and myself submitted numerous email request and never heard back. After not hearing back, we decided to book a cruise the left December 28th of this year. My host said holland wont honor it anymore during that time! We then tried a cruise that left January 4th of 2025 and same thing!The only reason weve had so many issues is because we couldnt get responses from anyone then told to send emails and no one has responded to those emails!!

  Business response

  02/20/2024

  
  
  February 20, 2024
  
  Mr.***********************
  ************************************************************************
  Email: *******************
  
  RE:  Case: 1-10104727466
          Booking: 2DGRHR
  
  Dear **************:
  
  Thank you for contacting us regarding your sailing on ms ***** Statendam. We are grateful that you have given us this opportunity to review your concerns and to express our regret for the disappointment you encountered.
  
  Youve expressed concern regarding promotional fares that were offered after your last sailing and were sorry for any discontent. The specific promo you mentioned is offered by Carnival ***************************** which operates the casinos aboard our ships. They have set certain terms and conditions for promotions and they determine who is eligible. While we are unable to extend this promotion to you, we are happy to assist in requesting consideration for future sailings. We have sent an email to the ********************* of the *********************** to let them know you and your travel agent have been having issues receiving a response. They should be reaching out to you or your travel agent shortly.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences,every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mariner number is *********. My wife and I booked a cruise (booking # 2L3H6H on 7/29/2023 with ************************* *********************) and paid $29,498.00 via 2 credit card charges on 7/26/23 and 11/17/23. ************* paid Holland America ***** $29,498.00. *** committed to Voyage No/Name U410F / 37-Day Grand Voyage to embark on Wednesday, February 28, 2024 in ********, ***** and disembark in *****, *** on Friday, April 5, 2024. On Tuesday, January 30, 2024, I received an itinerary change from *** due to uncertainties in the Red Sea and surrounding region. *** stated our itinerary will now end in ********* ***** ********** rather than *****, *** on Friday, April 5, 2024. I contacted Ru ***** @ vacationstogo. ** contacted ***'s customer service representative to have a ***** phone conversation to discuss a possible alternate ********* disembarkation on Saturday, March 24, 2024 for my wife and I. ***'s customer service representative said, he will submit the request for an alternate disembark point. On Friday, February 2, 2024, I received a letter from ***********************, ***, stating, we are pleased to advise that your request has been approved. However, unfortunately, we are unable to adjust the cruise fare or make a change to your invoice to manually reflect the shorter cruise segment of 11 nights. Our initial cruise was for 37 nights for a total of $29,498 ($29,498 / 37 = $797.24 per night. Now, our 26-night cruise is costing $29,498! Per attachment, Itinerary Change, *** provides guests that prefer not to sail a non-refundable Future Cruise Credit (FCC) equal to the full amount of any cancellation fee incurred. *** approved our request to disembark early, but will not provide us with an FCC. The resolution I am requesting is a cash reimbursement for 11 nights @ $797.24 per night for a total of $8,769.67 (preferred option) and or a future cruise credit of $8,769.67. Please assist in retaining a cash reimbursement and or an FCC in the amount of $8,769.67.

  Business response

  02/21/2024

  
  
  February 21, 2024
  
  Mr. *************************
  630 **********
  Gulf Shores, ** 36542-2774
  Email: **********************
  
  RE:  Case: 1-10104727254
          Booking: 2L3H6H
  
  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.
  
  We understand that you have decided to disembark early from your upcoming cruise. While we are sympathetic to your situation, we do note that various travel protection policies are available to cover travelers in such situations. Many of our guests purchase such coverage every time they sail and we are unable to offer a cruise fare refund to those who did not select our cruise protection.
  
  However, as a courtesy, we have been approved to apply Future Cruise Credits for your missed days, we just ask that this request be initiated once you are onboard and the missed days are verified with the ship. Please contact the ***** Services onboard in reference to this case or contact us back once you have disembarked your sailing on March 24th.
  
  Thank you once more for contacting our office. Feedback from our Mariners is vital in our mission to create once-in-a-lifetime experiences, every time, and we hope to share many more voyages with you.
  
  Sincerely,
  
  *********************
  Special ****************** of the *********

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