Cruises.com Reviews

After calling again and again, I finally got a live voice, I was told my reservation could not be changed without incurring a cancellation charge and a new booking fee. Nothing was resolved and from that point I spent another 6 hours and 27 minutes calling and being placed on hold. I finally realized I was not going to get back to the agreed cost and accepted their offer to resolve the issue, but in the meantime, they had changed my cabin to a lower cost cabin on deck one at the back of the ship. Exactly what I did not want. The saga is not over yet. Once they have your deposit, customer service ends. I fail to understand how Holland America can allow them to tarnish their reputation.

We were scheduled to leave JFK on February 11, 2023 on a Singapore Airlines flight to Singapore. On February 2, I received a voicemail from Holland America advising me that Indonesia had changed its entry policies regarding Covid 19. Cruises.com never informed me of any change of policy. In addition, after doing some basic research, I learned that Indonesia's policies had not changed. In fact, those entrance restrictions were in place prior to booking the trip in September.

Holland America is just as culpable as Cruises.com as their web pages only mentioned Singapore's restrictions when inquiring as to this 13 day Indonesia cruise. Obviously, had we known the restrictions, we would not have booked this cruise at all. Further, had we known these restrictions prior to 9 days of catching a flight for this cruise, we may have been able to arrange another cruise.

Further, I purchased the premium insurance from Holland America because of health issues. The insurance cost over $500 and provided that 10% would be the penalty in case of cancellation. Well, I did not cancel this trip, this trip was cancelled because of incompetence and negligence by Cruises.com, a World Travel Holdings company, and Holland America. I have requested the over $1,000 penalty be refunded to me as both Cruises.com and Holland America should be held accountable. I am waiting for a response. In the meantime, given my experience with these 2 companies, I implore whomever is reading this review, not to use these companies. Words cannot express the disappointment these companies have caused me and husband because of their incompetence and negligence.

Finally several weeks later we called back again and were told that they had reviewed the conversation and we were wrong so owed the higher amount. We were still within our dates to cancel for full refund. Therefore, we told them to cancel the reservation. We were asked “Are you sure?” As soon as we replied yes, they cancelled the reservation and THEN told us about the 100.00 cancellation fee AND that our travel insurance (858.00) would also be non-refundable.

We told them that we had been waiting to confirm details of our reservation and that we never committed to the quoted booking price so should not be accountable for those charges. We never received ANY insurance info from them at all after our first conversation so again had no details about an active policy (which they told us had to be cancelled within 10 days of booking). Our booking was never confirmed in our minds since we had been waiting for them to get back to us for so long. So after all was done…. We were out $1000.00. And the icing on the cake: the cruise was actually CANCELLED shortly after due to Covid.

We contacted the California Insurance Commission and were told the cruise insurance policies are regulated under Maritime guidelines so were unable to file a claim against them for us. And of course once they cancelled our reservation, they deleted all booking info so never ever had access to the travel insurance plan. Thinking they pocketed that money. Will never go through them again. Re-booked a trip through NCL directly.

Ms. ** totally deceived and misleading me. She books the cabins directly below a casino, one cabin down from plaza, across from galleries, and a restaurant. Beside my cabin is a public restroom, staircase, walkway and elevator. While across from our room is distance is the theater. She didn't explain to me beside our cabin is a bar, shore excursions and the ship administrative services. She then sells me a full alcoholic beverage and basic Wi-Fi.

I spoke to another customer service Ms. ** who guide me to a deck-plan. Ms. ** did not tell me a ship deck plan exist. When I call and spoke to her supervisor Ms. **, she was very disrespectful, pushy, and eventually hung up the phone in my face while I am still speaking. She tries to up-sell comparable cabin in a new location using pressure tactics. Ms. ** adapted a nastiness tone to her voice when addressing me, she practically screams at me because I said No, I was not going to give her access to my credit card. I asked her why she was so angry. She told me she spends a lot of time calling Celerity Cruise line for me, as to say she was doing me a favor and I am a problem. The Impression I get from Ms. ** conversation and communication is I should take the cabin shut up and go away.

This is an all-around horrible experience for me and my family. I have request that the be cruise cancel several time and Ms. ** refused. Please do not used this company. They are fraudulent and take no responsibility, worst they are dishonest, and used predatory sales practices. I will never use Cruises.com.

After a couple of weeks it was determined that Cruises.com had omitted a code that caused the problem. I was then called by a cruises.com rep who told me they were getting it straightened out but I would now have to pay an additional $194 to get it corrected. Now I find out that we are not booked for transfers from LAX to the pier to get on the ship and we have to book and pay for that ourselves, too! This company is a joke!! In any other company if this happened and it was their fault they would take care of it...not these people. After the total was paid the service stopped and basically I was told TOO BAD in regard to all the screw ups. I wish I had read their reviews before I booked as I found my experience is in no way unusual...they do this to their customers regularly. If you are lucky enough to see this before you book...don't walk...run from this company! I will never use them again and will actively try to tell anyone I can the same.