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On May 29th, I phoned up a Holland America Booking Agent and asked for their best deal Mediterrnian Cruise. I wanted the bottom line price, everything included, no surprises. I booked for a party of four, was told over the phone the final price, where upon I used my credit card to pay in full.
One week later, on June 4th, a message is on my machine from Holland America asking for an extra 750.00 as they couldn't get us on the flight they said, and now that would be the cost of a hotel room (for EACH) couple. When asked if I could find my own hotel, we were discouraged from doing so and said we would lose our transfer fees that we had already paid from the airport to the ship.
Who can tell you that you have paid in FuLL and then one week later change their minds~!? On principal I said I wanted a refund . They gave back everything except 627.00 (per couple!) which was cancellation fees. We wanted to be on that trip and only canceled because they did not come through with their agreement.
I searched on the internet and found SEVERAL similar stories to ours. I proceeded with a complaint to the Better Business Bureau. Holland America did not respond. They were given an unsatisfactory rating. I finally got the VP on the phone and she said that it is in their brochures and on the internet that they have the right to add a hotel booking later. brochures and internet?
What about the people that book on the phone, and NO mention is made. Miss VP only apologized for that and said something should have been said. THEN she says after meeting with the upper management staff they DECIDED to give us a 600.00 credit towards our next cruise? Ok, so they have 627.00 of my money and think that giving me a credit for a next cruise is compensation? Not only is it MY money they are using the credit for, I have NO intention of ever cruising with this company after the shoddy treatment we received.
I further wrote back and suggested that what a REASONABLE offer would have been was to offer us that cruise again at the PRICE they agreed on. Their management in their infinite wisdom and commitment to 'excellent ' service apparently don't agree.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Write to the President of HAL and continue these emails till u get a satisfactory answer. It worked for me. When his assistant got tired of email bombardment, I got results.
Hi,
Many of us are so unhappy with the temperature on the ship we will not rebook another HAL cruise. Captain seems to be totally unresponsive to our demands for a warmer ship.
Henry Nicholson
Four-star
Upon committing to a Holland America cruise, if you feel the compulsion to purchase trip insurance, DON'T BUY IT FROM Holland America. They use AON who's very name let's you know how quickly they pay your claim (At Once, Never) or how much of your claim they will pay (All Or Nothing).
I have contacted you on the 7th & 19th March to resolve some issues after phoning & not getting any of my questions answered, having spent over £11000 on cruise with you the minimum I would expect is someone to contact me , regards Richard Morson
2M2T4J
#3VVD3j was our last cruise and despite several tries with Stockperks and H/A on board the ship , we have had no luck getting our OBC for Shareholders. Please help!