Holland America Cruise Line Customer Service Issues

I forgot to mention the name of the cabin steward from my recent sailing on the Eurodam on February 5, [redacted]. Cabin #[redacted]. I recently found the cabin steward's card when going through some papers. In all my 60 years of cruising, I have never encountered a steward like Darma. His personality and ability to bring cabin residents together was outstanding. People mingled happily, greeted each other in the hall, and praised Darma for his exceptional service. He was warm, caring, and truly made our voyage memorable. As a solo traveler with a minor infirmity, Darma's proactive assistance made me feel safe and relaxed throughout the journey. He is a valuable asset to Holland America Line. -Paula Twells

I had an extremely negative experience on a Holland America cruise from January 7 to January 14 from San Diego to Mexico. My husband tested positive for COVID-19 on January 17, likely contracting it on the ship or during the long check-in line in San Diego. Unfortunately, masks were not provided, and the convenience store even ran out of water. When I reported the positive test to the medical department and requested to see the ship doctor, the response was to pack our bags and relocate to a different room. Despite my husband feeling very unwell the next day, we repeatedly asked to see the doctor but never received a visit. We were confined to a quarantine room from Wednesday night to Saturday. I am still deeply distressed by the poor treatment we received. Please reach out to me to address this disappointing situation on your cruise.

I bought two pre-cruise credits worth $[redacted] each a couple of years prior to the pandemic with the understanding that if not used within four years, the money would be refunded. Due to the pandemic and current health issues, we couldn't cruise. I recently got an email stating the credits are valid until the end of December this year. I'm looking to get the deposits refunded. My cruise consultant is difficult to reach and hasn't replied to my email. Thank you, M. R. #[redacted]00 N. Bobruska, #[redacted]43.

I received a notification about the cancellation of one port stop with a refund for prepaid excursions. Subsequently, I was informed of a newly selected port for booking new shore excursions. Unfortunately, when attempting to make reservations, only two excursions were available, and the preferred one at $[redacted].00 was already sold out, leaving us on stand by. This experience has left me feeling disappointed as a member of Marinors. I hope this situation is not based on factors such as ethnicity or any other reasons. Sincerely, Frustrated Customer

Upon disembarking from the Eurodam with Holland America, we were in state room [redacted] and our stewards were Yo and Zam. Unfortunately, my husband's jacket with our keys in the pocket was left hanging on the wall. Currently, we are in Fort Lauderdale heading home to Portland with our ride waiting for us. My husband tried to retrieve the keys but faced challenges in getting assistance. While we are not concerned about the jacket, we are in dire need of the keys. I recall there being a lost and found service in customer care, but given that we have left the ship, it seems likely that a cleaner may have found the coat. How can we go about resolving this issue promptly?

I am writing to address a discrepancy with the services included in our cruise booking. Initially, when reserving two rooms with the same special services, we were informed that we would receive a $[redacted] discount on an excursion, a $[redacted] promotional offer for special dining, along with the following services: a 7-day surf wi-fi package and the Signature beverage package. However, upon boarding the ship, we were informed that the beverage package for one of the bookings was not included. Additionally, my companion did not receive the $[redacted] excursion discount and was incorrectly advised that her promotional offer must be used for a future cruise, which is inaccurate. To compensate for these errors, it seems a refund totaling $[redacted] is owed to her.

I recently traveled from Vancouver to Alaska and continued on to Anchorage. Your employees were very friendly, and the ship Nordstrom was exceptionally clean. However, the food was terrible. When we arrived in Alaska, it was one mess after another. There were mix-ups with rooms, no place to eat at the Westmark, the rooms had a bad smell, and the staff seemed overwhelmed by the number of guests. I am very doubtful that I will ever travel with your company again. - Barbara A. S.

I am Elsa Chua, with mariner ID no. [redacted]44 and a group booking for 9 staterooms under the group name Elsa Chua family (and friends), Group ID TPX, assigned to group consultant Anthony La Torre. I previously contacted Mr. La Torre via email on May 31, [redacted], regarding an unexplained $[redacted] deposit due reflecting on each of our group's May 27 cruise confirmations with no response received so far. After calling the Customer Group Consultant Administrator on May 30, I was assigned Ms. Carol and expressed my concerns about the deposit increase due to a change in stateroom booking category, which was not communicated to me earlier. Ms. Carol mentioned reviewing the conversation tape from May 27, [redacted], when the changes were made to our stateroom bookings. I need to update our group members on these issues and eagerly await a resolution. I kindly request to correct the deposit amount to $25 under "Deposit Due" and update the Cancellation Fees Schedule as follows: Cancellation Begins Dec 1, [redacted], AMOUNT $25 (Amount Forfeited). Your prompt attention is appreciated.

After reviewing the initial charge for the cruise, I am puzzled by the associated fees. Despite having a considerable ship credit that should have been deducted, the numbers remain unclear to me. I have paid in full and would appreciate a detailed breakdown for better understanding. The reservation was made by another individual, labeled as passenger #1, while I am listed as #2. I am unable to obtain a separate breakdown for my charges and believe I may need assistance from the accounting department. Unfortunately, I have been unable to locate their contact information at Holland America. The agents I have spoken to merely resend the same confusing invoice each time, leaving me at a standstill in resolving this matter.

As a group of three adults and 4-star Mariners, we attempted to reserve an inside room with a special program at $8,[redacted]; however, the only available rooms were at the very front of the ship. Though my son received the offer, we did not. We sought a three-room cabin and were ultimately provided with one, yet two occupants were charged $8,[redacted], while the third had to pay $12,[redacted]. I am puzzled as to why the third person's rate was higher when typically they should pay less since they are not utilizing a full cabin. As 4-star members, the third person is usually complimentary, and this exception confuses me. Our voyage is the 58-day Grand Australia & New Zealand Voyage, and we were assigned room [redacted]. I want to recognize Angela from the Grand Voyage department for her exceptional help and patience in assisting us. She went above and beyond to address our concerns. As my husband and I are in our mid-80s, having our son accompany us brings us comfort and makes the trip possible. Judy

Ich, Simone Kobel, und Gerd Lange haben die Kreuzfahrt von Santiago de Chile nach Buenos Aires mit der Osterdam ab dem 5. Januar [redacted] gebucht. Leider konnte uns das Reisebüro "Berge und Meer" trotz mehrfacher Nachfrage keine Buchungs- und Kabinennummern geben, da die Reederei diese noch nicht übermittelt hat. Unsere Freunde, die über einen anderen Anbieter gebucht haben, haben diese Informationen bereits erhalten. Es ist enttäuschend, dass wir diese wichtigen Details nicht haben, aber wir sind an das Reisebüro gebunden. Unser Reisecode lautet K8T134 und unsere Buchungsnummer bei Berge und Meer ist 1C824476/1. Wir würden uns freuen, wenn Sie uns die Schiffsbuchungsnummer und die Kabinennummer direkt zukommen lassen könnten. Falls das nicht möglich ist, wären wir dankbar für Hinweise, wie wir vorgehen sollen. Mit freundlichen Grüßen, S. Kobel.