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Had a few issues with Westerdam Ship. Alarm NOT answered for 25 minutes. Fled to Customer services to raise alarm. Left overnight in soaking wet room with dirty water pouring through light fitment in the ceiling. Delayed in disembarking at Hong Kong trying to deal with complaints, therefore missed our transfer. Excursions poor for amount paid. Language difficulty. Told just to as representative to repeat business. To no avail. Excursions to Cambodia POOR, FILTHY, Taken to a beach on the shuttle service provided by Holland America Rats on beach. Dead body lying by roadside. No one seemed concerned. The above was raised with the Cruise Liner, their response $100 credit on next cruise. Very saddened by response of such a cruise liner. On a better note, staff on ship very nice, polite and well mannered.
Jan 27 thru Feb 6, 2019. Excellent service in all departments. Very good entertainment even if it is repeated on trips. Dancers and singers are very good. Island Magic steel band exceptionally good. BB King lounge entertainment excellent. Food in Lido area very good and in the Dining room also good. Music selection over the speakers was just plain terrible. The boats age group is definitely over 65 not 21. Music selection the cabins just plain bad for this age group. Decor leaves a lot to be desired in the public areas. Staff in dinning areas and room service are really excellent.
A great ship for the "older" crowd with no kids or very few kids and lots of things to do. Health area absolutely fantastic and a big shout out to Albano in the gym who is very knowledgeable and helpful. Truly a great trip and number 12 cruise for us with 2 of them on HA line. Embarkation and disembarkation absolutely smooth and quick. It was a pleasant surprise to be dining with the Chief Engineer "Fitzwarren" and "Queen" from Guest services. Thank You Zuiderdam.
The cruise was an awful disappointment. The ports of call were miserable, nothing much there, we missed the third port in Mexico. My jewelry disappeared from my cabin while we were at dinner. At least one if not two crew members were in there. NOTHING WAS DONE. And, more importantly, no one cared. These were my things, and through no fault of mine they are gone - some belonged to my Mother. Our table seating in the dining room was not good. We requested a new table, and although the dining room was about 1/3 empty we were seated at a table for 8 with no one else there. It was as if we were being punished, it was a rather embarrassing and humiliating experience. Also, the food wasn't very good. It was supposed to be a Christmas cruise. There was very little in the way of Xmas activities or other entertainment.
Holland America notified us that they were changing the embarkation port in Shanghai from the international cruise terminal in Shanghai to the Wusong Port terminal about an hour outside of Shanghai in the middle of nowhere. All our plans to enjoy the sights in Shanghai and walk along the Bund are out. The new embarkation port is looks to be in an industrial area that has nothing to offer. The HA representatives I complained to were not sympathetic and seemed to be used to this type of complaint.
We are warning ALL to not take the OOSTERDAM Ship as their ventilation system for most of the Veranda Cabins are not functionally correctly. Many people had emergency respiratory problems and bronchitis. You can check online about this ship's ventilation system... We warn you strongly. Yet, they keep sailing it. Many people had no A/C, others had too much and others had too little. Many people caught lung infections... HAL continues to sail. The Officers onboard hide knowing the problems. I'm glad to hear that State of Washington Health Dept announced an investigation. There is something wrong with this Ship compared to others we've been on. Read online about this ship and its ventilation health danger. Some were sleeping in the lounge area to find relief.
Also, one more thing, on most of HAL ships, they cut back on servers who are authorized to serve Beverage Package customers... you cannot find the servers. Not all Staff can serve those customers. Also, they turned the Crow's Nest and other common areas into sales promotion desks so it's becoming a problem on HAL regarding them pushing sales everywhere and taking away passengers areas. The only place to get gourmet coffee is to go way over to Crow nest area which is designed to push you into salespeople.
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Felt comfortable on this ship. Much smaller than ones I had been in before. Went to Alaska and were able to get very close to icebergs. Larger ships were not able to do that. Food excellent. Staff knowledgeable and friendly. It was not a big ”party” ship and had older folks and families on the cruise.
During transition from Anchorage, AK to the ship a laptop computer was smashed. It looked like it had been run over by a truck. The Holland America settlement was a pittance compared to the $2,000 cost of repairs. Never Holland America again!
Among the lines sailing through Alaska, Holland America's ships are preferable because they're smaller and so house fewer passengers than their behemoth competitors. This, in turn, permit crew members to shower Holland America's guests with far more attention than the ship's manifests on liners more than twice than their passenger capacity.
My husband got the swine flu on the 6th day of a 10 day land and sea cruise. He was quarantined by a dr in AK and I took a note back to the cruise director to see if they could help us out. She said you can stay at the hotel for the 2 days before we could fly out. We purchased airfare thru them and was told nothing they could do. When we got back home I called Holland and explained the situation and was told that we decided on our own to leave so they would not give us back the 2nd half of our trip. It cost us over $1000 to fly home. I did have travel insurance so I got some money back but I will never use Holland again and they used to be our favorite. Customer service is out the window.
Crew was great, the dining room staff catered to all our needs and the wine selection was more than adequate. We had an outside room with a veranda and the room was spacious enough. We used the cleaning service and it was great, we had our clothes the next day. The room attendants kept the quarters immaculate. I really can't say enough. We love Holland America. The food was also good and plentiful as is with most cruises.
Boarding and disboarding were, of course tedious. Some of the stops seemed to overwhelm the local ability to accommodate the ship. However, staff, crew and accommodations were uniformly great. (BYOB)
Was a great cruise, though the entertainment was just "ok". Food was wonderful and service was great. Due to high winds in a port, we were unable to make our last stop at a port. Disappointing. But better safe than sorry.
14 day cruise and land tour. First, the ship went right by Tom Sawyer glaciers, which they said we would cruise. So, we never got to see glaciers. We got off at Skagway, 2 days there was not needed. They make you put your luggage out early in the morning at every stop, then you wait around to go somewhere or do something. We watched them throw our luggage around every day. They ripped my largest bag and now only want to give me $100 for it. They told us the wrong Hotel we were supposed to stay at in Seattle when we got back, so we had to run all over the place to get the right Hotel. Holland America does not care one bit about my problems with them.
The staff is very nice & friendly. It's a more subdued cruise; not many partiers, teenagers or children, or if so, they're behaved children. The food is good and a good variety.
Were told we had open seating for dinner when we booked the cruise. The first night we showed up we were told everything was booked for second seating. Talked to clerks on the phone and asked for a supervisor to call and give us an explanation. No call backs but we received the usual invitation for supposedly Holland America important supporters. I went to the captain and told him of my problem and he said he would take care of it. Nothing happened and I found out later that a large organization had all the good dinner times. I will never cruise with these people again after previously enjoying four previous cruises.
Holland American Cruise Line is not organizing. I paid $200 to use the spa. I put my belong in a locker wear a robe and get into the spa. Before I got in the steam room I hang my robe there with my locker key and my glass. After 5 minutes my robe gone. A passenger told me that he saw a staff took it. Until I went to get new key I found out that all my belongs gone.
I blame the spa on Holland American Cruise responsible for my lost. 1. Because they don’t have video camera to see who’s going in and out from the dressing room. 2. The key system not fit to a small locker room. It’s easy to opened locker, just bypass the card in front of 30 lockers and see which one open. 3. They hire unprofessional and not loyal employers.
When I submit my claim lost to the administration. They ignored my claim. I keep call them daily until finally after 30 days I got answer that they decided to denied my claim. The company trying to save money on small think and the passengers paid the price. No wonder them rate so low because passenger unhappy with this company.
Oosterdam extras in Neptune suite - We are not new to H.A. It WAS always our favorite. We have always had a Neptune suite, but these are our complaints...rugs were dirty, sink was not set up... no towels, no soap. Had to ask 2X for stationary, never had a room steward/butler, shower curtain leaks (ended up using the tub shower), had to ask repeatedly for a paper, no TV. Arrived late, wasn't told of the Gala Night, couldn't see the show, meal was 2 hrs long, missed the show, Canaletto not worth it! No table in suite to eat from...had to sit on floor for a meal, binoculars didn't work, mini bar charge for water???
We were forced to cancel a 3 week vacation to San Diego, one of those weeks being a cruise on Holland America. A devastating breast cancer diagnosis, surgery and treatment plans forced our cancellation. Marriott Hotels, our car rental, and Delta Air all worked with us and credited us our full amounts and allowed us to book at a later date when I am healthy to travel. Holland America would not work with us! Granted, we did not take out insurance, but REALLY! Holland America... we did not ask for a refund, we just wanted to be able to re-schedule our cruise to a time when I am healthy and able to travel. Very disappointed with your customer service!
What a lousy cruising experience! Holland America does not care about the safety, welfare or comfort of their passengers. I was injured and so were two other people. Equipment was malfunctioning, floors were wet and slippery, and the staff in charge were apathetic and insensitive. There was no accountability for the passengers who were hurt. They used to be a good cruise line, but they have eliminated the amenities, as well as safety concerns. Quality of services have diminished in their spa, restaurants, customer service and Guest Relations.
I just returned from a 14 day Holland America cruise that started in Singapore, then to Thailand, Cambodia, Vietnam, and Hong Kong. I have been on over 20 cruises with every line but Princess. Some were better than others but this one was awful. Air Conditioning in very hot countries was not functioning properly. Stateroom was hot but dining room temperature routinely above 32 Celsius, 90 Fahrenheit. The plumbing system was faulty. Numerous cabins flooded and public toilets routinely closed all throughout the ship. The public areas around the pool were not clean. Flies and webs plus tables soiled. The entertainment included a 45 minute show by a harmonica player, a 45 minute BBC film, a 45 minute one man band, and a 45 minute illusionist whose illusions failed and juggled poorly.
Each port was docked in trash hauling or container loading facilities. They were in what was reported to be in dangerous areas and they were remote. Aesthetically very ugly. Hot tub at one point not operational but after fixing they left the dirt that had accumulated in the pool. The showers in the staterooms emitted just a trickle of water. Food while good had sparse selections. Help to get served was limited.
Guest services are liars. We were booked on Holland America for my parents 60th anniversary. The day before, my dad a major heart attack and was hospitalized and operated on. We called Holland America immediately, and guest relations explained we did not take the insurance and we fully understood that, but then they promised us a future cruise if we booked by a certain date. We thanked them immensely and hung up the phone to deal with our family emergency. When we called Holland America back to book the cruise before the date they provided to us, they said no notes were in our file and we were not getting this future credit. This was 4 cabins, over $12,000.00 and they didn't even blink. Lesson to learn: always take the insurance policy out when dealing with Holland America or you are SCREWED. I would never use this cruise line again.
We sailed on August 19 – 26 on the Maasdam departing from Montreal and traveling to Boston. The first four nights went well until August 23. We realized the carpet was wet right outside the washroom inside our room (504), a room for four people. We thought we may have spilled water on the carpet from showering so we asked the house steward to look further into this issue as well as the slow draining of the shower.
When we woke up on the morning of August 24, we stepped on the carpet and it was soaking wet, so we reported it to the house steward to check out and dry the room and we left for our breakfast. When we come back to our room, we noticed that there was maintenance staff looking at the pipes and said that the pipes were leaking and that was the issue and that they will fix it. The house steward said that they would put a blower in our room and we left for the land tour in Halifax.
We came back from the land tour around 4:00 pm. Once we opened the door, we could smell a very foul sewage odour from the washroom and the carpet was still soaking wet even with a blower blowing inside the room. When we stepped on the carpet, we could see water pooling around our shoes. We went up to guest services and talked to a customer service representative there (her name may be Teresa). Our frustration started from here.
We explained to her the situation and needed the situation to be resolved as soon as possible to prepare for our Gala night. She checked on the repair report for our room and told us the problem was that there was water blockage and it was fixed. She mentioned it will need time in order for the carpet to dry, but we should be able to sleep there tonight. We asked her to come to our room to check out the issue and she checked our room and insisted that the situation was not serious and that there were more serious issues that happened before including flooding that was to the ankles. We told her that we cannot sleep in that room anymore due to the sewage odour and the contamination of the air because of it. She told us that we can use room 500 (2 person room) and room 690 (2 person room) after the room was cleaned.
We needed to move right away to a prepared 4-person room so that we could prepare for the gala night and she mentioned there were NO other rooms available and that all rooms were SOLD OUT including suites. We could not believe that the entire ship was sold out and I raised my voice after we learned everything is sold out and our issue could not be resolved right away. Teresa then said she could not deal with us because I raised my voice and so we went back up to guest services to talk to the manager. After talking to the manager, he stated that room 500 and room 690 was our only option.
Since we had no other options, we used room 500 to prepare for our gala night and waited for room 690 to be cleaned. While using room 500, we found out that it also has flooding at the entrance of the room as the carpet was also wet. In the mean time, an officer from the engineering department came to check on the problem and mentioned that the flooding could not be fixed because water was retained beneath the carpet and the water level was shifted when the ship rocked and the carpet became soaked again. Therefore, this was an issue that could not be fixed in a couple of days.Before our gala dinner, we had to rush back to guest services to let them know we could not use room 500. This time we talked to Teresa’s supervisor, Ray.
After talking to Ray, he showed us another room because room 500 was wet. He showed us room 750 on the floor below us. Room 750 was okay except it was a two-person room and it was on a different floor, so four people would be split up into two different rooms and that could not happen because we would have a minor without her parents in one room. We also mentioned to Ray that the air ventilation and circulation in room 690 was not working as the room smelled musty and there was little air flow coming from the vents. We left the issues for Ray to resolve and we left for the gala night.
After the gala dinner, we went back to Ray and he gave us another 2-person room (696) and that we can also keep 690. Then we realized that room 696 can actually fit four people instead of two and the air conditioning was working perfectly. We also realized that room 696 was a room that was vacant during our entire negotiation with the cruise line. Ray told us that room 696 could not be transformed into a four person room at that time because the technician that brings the Pullman down were already off their shift for the day and that we would have to wait until the next day in order to have the Pullman down. Ray suggested that we use room 696 and room 690 (poorly-circulated room) for the night.
My daughters did not feel comfortable staying in room 690 because of the musty smell and the poor circulation in the room as this could cause illness. Therefore, the four of us stayed in a room that was only equipped for three people. One of my daughters did not sleep well that night because she slept on the crack between the two twin beds as three of us shared the combined queen sized bed. We also did not sleep until 1:00 am that night due to all the negotiations and movement of our belongings between rooms.
In the meantime, room 504 (our original room) had three blowers surrounding it to dry the room: 2 blowers and a wet vacuum inside room 504 and one blower in the corridor. Room 500 also had blower in the room to dry the carpet. The next day (August 25), room 696 was well prepared with all four beds ready to sleep. We had no problems on that night, the night before we left the ship. The manager refunded us $450 for all our troubles.
We understand all ships would have issues especially older ship like Massdam, however we believed if this situation was handled in a more professional manner, we would not be stressed out and losing a good portion of our 7 days cruise time to relax and enjoy ourselves. This is our 7th time cruising and first time with Holland America. We never experienced any unpleasant situation with other cruise lines before.
We need to file a formal complaint with the guest services representative (who’s name we believe is Teresa, she also performed in the Filipino crew performance night). We think that she should not work in the front desk for the following reasons: 1. She lied to us by stating that the ship was sold out, but there were rooms available. 2. She did not show professionalism because she did not think our problem was dire enough and she aggregated more frustration within us by downplaying our issues. 3. She could not handle the situation because once we got angry by her aggravation, she said she could not talk to us. 4. Before she checked our issue in our room, she whispered something in Philippine to her Philippine colleague in guest services in front of us. We felt that it was a nasty comment and this is a very rude gesture.
I went on the Maasdam from Montreal to Quebec! It was awful! The ship is a health hazard! I was in a room where black soot was coming out of the air conditioning unit. After complaining and being told that they would vacuum the system it still happened! They said it would have to be corrected when they returned to port! Then we were put in another room! They decided to paint the balcony in this room! The paint smelled, the paint scrapings were all over the balcony flooring, it was disgusting and we were not able to use the balcony! They gave us a $200 credit!! However it was so distasteful when they continued the scraping of paint and the filth outside of the cabin!! An awful experience!! The front office was apologetic but said they were told the painting had to be done! This ship is a health hazard!
Loved the food, entertainment, and overall experience. However, many of the crew do not seem to be fluent in english. That doesn't bug me - they could be honest and tell me they don't understand. My problem is they pretend to understand when they don't- this created quite a bit of friction as I hate being lied to. Also, my wife walked into our room and caught our steward by suprise with her wallet. (It was laying in the open safe when we left and when she returned he was startled and dropped it onto the bed.) I felt very uncomfortable from this and the fact he still had access to everyone's room afterwards.
Also, we had to watch our statements like hawks because they tried to get money off of us on a couple of occasions without just cause- including the daily service fee which was not mandatory and a time that they told me they refunded 160 dollars but didn't. If you go- lock all valuables in safe, speak slowly and loudly, and keep a close eye on your statement and you should be fine.
I just recently disembarked from the Panama Canal Central America 19 day cruise. Although I did enjoy the food and the services of the dining rooms and housekeeping, the highlight of my trip was the fitness centre and their knowledgeable staff. Boban was the onboard fitness coordinator and he not only helped me set and attain my goals but also gave me much information to take home with me to continue striving to reach my goals. He was very motivating and non-judging which made for a very positive experience.
I ended up losing 5 pounds during the course of the cruise while still being able to indulge in the ship's plentiful food. He is definitely a great asset to the ship and has very much to offer going forward. I only wish I had a trainer I could utilize back at home. Lastly I will mention the singers and dancers performances were incredible and beautifully choreographed. I had a pleasant experience and hope to come back again someday soon. Hopefully with just as excellent of a trainer so I can continue to feel good and maintain my goals.
I have been on two cruises on Holland America and am about to go on a third to the Baltic. From the sales rep. to the cabin stewards, everyone I interacted with has been exceedingly polite, helpful and professional. The ships and itineraries are fantastic. I don't like gigantic gaudy ships, and HAL's are just right for me. The cruises go to many, many fabulous locales, and often, out of the way destinations, like the Beagle Channel, Falkland Islands, Ushuaia, etc. and the prices for these exotic itineraries are more than reasonable, in my opinion.
The demographic on the cruises I've been on is older, very civilized retired folks from all around the world, and not many children, which fits well with my wishes. The ships I've been on actually have libraries with huge windows and great views, actual books and magazines, as well as computers and WiFi access (must be purchased). I am honestly hooked on HAL and am not even looking around at other cruise lines, as I have been so pleased with every aspect of my experience with HAL. I hope they never change or try to pander to party folks.
My wife and I not only found the dining experience very unsanitary the way they wiped down the tables, but we were very upset when we were to spend 3 days in Sydney, Aus on a post cruise tour. When we got on the tour bus after disembarking the ship, we were told that we were not going to a hotel in Sydney, but the Hotel Carrington In the Blue Mountains, 3 hours away. We had opera tickets and dinner plans with friends in Sydney that night. The Hotel Carrington was a dump, it was under construction, the front entrance was closed and we had to enter through the Kitchen. There was no gym and no air conditioning on a 88' F night. We paid over $2500.00 for this post cruise and Holland America will not reimburse us for this 1 star Hotel.
I would never book a H-A cruise again. They treated us like they just didn't care and kept it a secret that we were not to be in Sydney for 3 nights. The hotel in Sydney was beautiful, but we only got rid of the vacation. This was not right. There are hundreds of hotels in Sydney. There was no excuse. Holland America never explained why the itinerary was changed at the last minute.
Recently had to leave a HAC on the 5th day of a 14 day cruise because of a family medical emergency. Had HAC promoted insurance. Filed claim. 4 weeks later they said they were missing items. 2 hours later they found them. 3 weeks later still no response. Do not make the mistake I made! Avoid buying travel insurance through cruise line.
The trip show me a whole lot about life and how many different places out there. I seen a lot of people along the way and a lot of different animals. I took friends and family along the way and they had such a good time too. It was a fun trip. They had a pool and they had lot of activities, too. It had a casino with slots, table games and other type of gambling activities. I enjoy the spa, the gym and a full exercise room. Also, they had room service and it was some of the best I had yet.
Also, I love the location of the destination and it was beautiful on arrival. It's a place to collect your thoughts, ease your mind and relax. I love the ocean waters and the culture. I would love to move there if it was a residential area but it's not so I would love to visit again. Also, the value was worth every dollar you would put toward this luxury vacation. I just need more stores and other activities. Even though it has a lot to do it never enough.
The cruise was fine but there was not much time between activities to breath or relax, see the sights or really enjoy the cruise or much of anything. It was overpriced for what you get, too. The onboard amenities were fine but need improvement. They could include more amenities and other things like more activities for the children and even the adults. Cleanliness was just average and could be better. The room was cozy but walls too thin and bathroom too small but it was clean and tidy. You get exactly what you pay for. I would still recommend even not perfect. It was a nice trip.
Holland America Cruises expert review by ConsumerAffairs
The Holland America Line has been transporting guests to exotic destinations for over 140 years and is known for its five-star service and excellent cuisine.
Ballroom dancing: Guests can take complimentary "Dancing With the Stars" dance lessons from professional dancers, and they can then compete for the title of Cruise Champion and more.
Excursions included: All shore excursions are included in the package price for Holland America Cruises.
Dining variety: Guests have the option to dine as they wish; they can take a seat in the main dining hall, or they can visit the grill or pizza restaurant on the ship.
Cancellation Protection Plan: Guests can purchase cancellation protection, giving them peace mind and a refund should anything come up to prevent them from sailing as planned.
Gifts and indulgences: Holland America offers a program that lets guests and family members send gifts such as spa treatments and flowers to create extra special moments while cruising.
Best for: The Holland America Cruises are best for travelers who want a traditional and elegant experience.
Holland America Cruises Company Information
- Company Name:
- Holland America Cruises
- Year Founded:
- 300 Elliott Avenue West
- Postal Code:
- United States
- 877) 932-4259