The complaint has been investigated and
resolved to the customer's satisfactionResolved Viking River Cruises — fraud
resolved to the customer's satisfaction
We paid approximately $13, 000 for a veranda suite room with a balcony aboard the Viking Jarl on July 24 for 7 days (booking number 4171516) and have now been docked next to a boat or wall 3 out of 4 days and have been told that will be the case for 5 out of 7 days. This is not "occasional" dual docking as the Viking hotelier employees say is disclosed in the company policy -- it is the majority of the time the boat is docked in port. By the way there are at least 3 other Viking ships (Modi, Vili, Freya) in each port that have no other ships parked besides them. Also, the crew (Captain, second in command)informed us this morning that this problem happens to the Viking Jarl each and every trip it takes when it travels this route as nobody ever explained this to us when we booked the trip. This is fraud plain and simple as nobody ever explained this practice would happen a majority of the time. We tried to resolve the dispute directly with the hotel manager (Ms. Jdranka Brajkovic) aboard the boat by asking to switch to a more expensive room (which was empty) for the last 3 days and her answer was that they (she) could charge us more for that if we wanted to do that. Unfortunately, we now plan to contact Visa and process a chargeback dispute, which any consumer can do with Visa for valid reasons for up to 6 months. We will also be contacting the Better Business Bureau and District Attorney in Connecticut and California. Fortunately, my wife is an attorney so we know how to pursue our legal rights. Obviously, we will never, ever travel with Viking again as they are dishonest people and never informed us of the practice that our boat would be docked in such a way that our balcony that we paid for would not be usable for a majority of the time. This is such a shame as we saved for and anticipated this trip of a lifetime for over a year and are now obviously very disappointed.
I contacted the corporate office via 800 number and the customer service rep, Stephanie Maldonado, was very, very professional and service oriented and was able to get us upgraded to another room. She emailed the boat and took care of the matter relatively quickly (within the hour). Stephanie and Viking Corporate are thankfully of high integrity and recognized and solved the problem.