Never again on Holland America

[knittinggirl]

2 hours ago, promisem said:

I never thought I could go on a truly bad cruise, but Holland America made it happen. They messed up so many times that I can't list them all. But here's a start:

 

1. A full week before the cruise: went to the website for Internet pricing and found none. Clicked on chat, but no one was available. Called multiple times and got either a fast busy signal or permanent hold. Sent an email via the website and got no reply.

 

2. The night before the cruise: received an email saying an Oosterdam propeller was broken, we were starting a day late and skipping 1 out of only 3 ports of call. We would get $100 of onboard credit -- not nearly the value of losing an entire port on a week-long cruise. The also would shuttle us into San Diego. But the robots at the front desk was clueless about when the shuttle was available or where to get it. Got literally screamed at along with other passengers by a security guard for being in a "restricted area" when we tried to reboard the ship.

 

3. On the cruise: freezing cabin, a toilet that required as many as 12 tries to flush, slow and unstable Internet access even in San Diego, at least 3 empty sanitizer dispensers (on a cruise ship!), TV service that repeatedly froze up because of what staff said was a network problem that HA hadn't fixed.

 

4. After the cruise: HA agreed to discount our tip -- which we have never asked to do on any other cruise -- and then charged us $30 for a used towell that we had allegedly stolen, which we have never done in our entire lives.

 

I understand mistakes. But this was gross management incompetence on a scale I have never seen in 60 years of travel.

 

 

Write to Orlando Ashford about this.  He has the pay grade to handle this.

[SilvertoGold]

Such a shame this had to happen, since it really turns people off a cruise line in general or cruising in specific.   However, we have always thought when on a ship we can't expect a land-based hotel experience.  Apples and oranges:  things happen and we roll with the bad parts.  After 40 or so cruises, you've seen it all and understand it can't be 100% all the time.

 

[VennDiagram]

2 hours ago, promisem said:

we were starting a day late and skipping 1 out of only 3 ports of call. We would get $100 of onboard credit -- not nearly the value of losing an entire port on a week-long cruise.

 

I can understand your disappointment about this.  San Diego is nice and all, but Mazatlan is much nicer 😉

 

2 hours ago, promisem said:

Got literally screamed at along with other passengers by a security guard for being in a "restricted area" when we tried to reboard the ship.

 

That happened to us once when we were "in-transit" in San Diego.   Someone DIRECTED us to that area, right?  And if it is truly a restricted area, how were you (and us) able to get into those places? 

 

Sorry you had this experience.

[knittinggirl]

In Galveston, we had a late arrival and the port was filled.  A crowd of people were in front of the door, and the security yelled for everyone to get back.  I asked him if I could use the bathroom, and he was quietly allowed me.  That's when I learned the Diamonds and up could enter, so I was able to enter the building w/o getting yelled at.  Fortunately, Royal Caribbean prints "Diamond" on our luggage tags, and I always attach one to our carry-ons, so I can find the right room number.

 

We had a fog delay, and that particular cruise had people first boarding around 5 PM.  Not much help when we got to the terminal, because it was packed.

[Aquahound]

3 hours ago, promisem said:

...a toilet that required as many as 12 tries to flush...

 

 

That was a problem on my most recent HAL cruise.  Perhaps I had a neighbor that kept flushing items they shouldn't have but either way, we had to call maintenance numerous times on our cruise due to toilet issues.  

[grsnovi]

Sounds like you had a terrible cruise Promisem. Our first cruise with HAL was on Oosterdam and we were out on her again the next year. Luckily we've had smooth seas and no backed up toilets. We did have an unacceptable (HAL) shore excursion about which we complained (on board) and which was addressed satisfactorily. There could easily be any number of reasonable factors that might explain any one of your issues but taken together they do seem to add up to fundamentally poor service. Many of us on this board have happily cruised HAL many times however there are also loud voices expressing dismay in how the service has degraded over the years. Nothing is what it was. We're looking for alternatives due to Carnival and HAL's ecological missteps. Hopefully your next cruise will be better and that you'll have time before hand  to interact with the CC message board dedicated to whichever line you select.

[3rdGenCunarder]

2 hours ago, knittinggirl said:

In Galveston, we had a late arrival and the port was filled.  A crowd of people were in front of the door, and the security yelled for everyone to get back.  I asked him if I could use the bathroom, and he was quietly allowed me.  That's when I learned the Diamonds and up could enter, so I was able to enter the building w/o getting yelled at.  Fortunately, Royal Caribbean prints "Diamond" on our luggage tags, and I always attach one to our carry-ons, so I can find the right room number.

 

We had a fog delay, and that particular cruise had people first boarding around 5 PM.  Not much help when we got to the terminal, because it was packed.

 

HAL puts the Mariner logo with your number of stars on the boarding pass, so you can show that if someone needs to see it.

 

Also remember, when you are yelled at by security at the port or the check-in lines are slow, or some other problem occurs in the terminal, these are not HAL employees. They work for the port.

 

[doublebzz]

5 hours ago, promisem said:

I never thought I could go on a truly bad cruise, but Holland America made it happen. They messed up so many times that I can't list them all. But here's a start:

 

1. A full week before the cruise: went to the website for Internet pricing and found none. Clicked on chat, but no one was available. Called multiple times and got either a fast busy signal or permanent hold. Sent an email via the website and got no reply.

 

 

I am sympathetic to your concerns and agree HAL handled it badly.  I don't understand this issue, however.  Why was the pricing a week before the cruise important and did you try some TA web sites to find your cruise?

[Roz]

5 minutes ago, doublebzz said:

I am sympathetic to your concerns and agree HAL handled it badly.  I don't understand this issue, however.  Why was the pricing a week before the cruise important and did you try some TA web sites to find your cruise?

 

I think the OP was looking on the HAL website for prices on an internet package.

[doublebzz]

13 minutes ago, Roz said:

 

I think the OP was looking on the HAL website for prices on an internet package.

Got it - thanks.

[Krazy Kruizers]

OP

 

Welcome to Cruise Critic.

 

Sorry that your Oosterdam cruise was a bad one.  We have had a couple of bad ones as well.  DH completed his on line survey when we got home (I had to set it up for him as he never uses a computer).  Never heard from Seattle until a few months later when we cancelled a couple of future cruises.  Our TA told why we had cancelled and they went searching for his survey.  Cruise ended in April and this all happened in July.  Seattle does not have the time to read all those survey's.  Letters are better.

 

Hope you have a better cruise next time on whatever line you decide to sail on.

[ChinaShrek]

4 hours ago, awhcruiser said:

Just my opinion but I would never abandon a cruise line based on one bad cruise.    Why would you think all futrue cruises on any HAL ship would be like this one?

Oh, come on!  This happens all the time in life. I have gone to several restaurants once, had a bad experience, and then decided that I will never return. Cars too. I once bought a Pontiac and never will again.  Once bitten, twice shy.

[promisem]

3 hours ago, VTcruisenut said:

I totally understand OP!  We were on the Oosterdam last March and it was in fact the worst cruise I had ever been on!  We have been on 8 I think with HAL.  The reception desk people were in fact, uninformed, rude and unresponsive.  I wrote to HAL after our cruise and was basically ignored.  I persisted and called and asked for management information.  We swore we would never cruise on HAL again as well!   Of course a few months later and research into other lines, I find that there are always some people that have issues, but for the most part, the cruise lines do try their best.   This February we were offered a Casino deal - free cruise just pay taxes and port fees and they applied the future cruise credit they gave us last spring to my OBC.  Since booking, we lost our port day at Half Moon Cay which was a huge disappointment, and they gave us $100 OBC for that inconvenience.  So, yes, I a giving HAL another chance, back on the Veendam which is the very first ship my DH and I cruised on.  I am  hopeful.  The people I meed, the level of service of the HAL ships is wonderful.   I hope that HAL listens to your concerns and cares enough about their clients to offer you some type of compensation.  Good luck!

 

"The reception desk people were in fact, uninformed, rude and unresponsive."

 

VT, you do a better job of describing the front desk than I do. I will say the stewards did a good job, so there were some positives. But there were so many negatives that it's hard to appreciate them.

[promisem]

3 hours ago, SilvertoGold said:

Such a shame this had to happen, since it really turns people off a cruise line in general or cruising in specific.   However, we have always thought when on a ship we can't expect a land-based hotel experience.  Apples and oranges:  things happen and we roll with the bad parts.  After 40 or so cruises, you've seen it all and understand it can't be 100% all the time.

 

 

I agree. I have had a lifetime of rolling with bad parts that were much worse than this experience. And I'm a very patient person with anyone who makes a mistake. In this case, it was the number of problems that should never have happened in the first place, plus the poor response by the ship's personnel.

[promisem]

55 minutes ago, 3rdGenCunarder said:

 

HAL puts the Mariner logo with your number of stars on the boarding pass, so you can show that if someone needs to see it.

 

Also remember, when you are yelled at by security at the port or the check-in lines are slow, or some other problem occurs in the terminal, these are not HAL employees. They work for the port.

 

 

I understand your point. Just for clarification, this situation was different because of the broken propeller and the San Diego shuttle. It was obvious that HAL should have had an employee outside of the ship to tell people where and when to get the shuttle -- which no one seemed to know -- as well as deal with the security guard.

[Cruising-along]

Promisem, I'm so sorry.  It does seem that problems seem to snowball too.  We've had only one less than excellent cruise, and it was on the Koningsdam when it was new.  Many problems with communication between departments, way too much to go into here. Since then we've gone on the K again and had an excellent cruise, and have another booked.

 

But what we learned from it was to never just complain to the front desk staff.  Although they have never been rude, we have found them to be uninformed and make promises they never keep.  Instead we now go directly to the department head dealing with that particular problem.  One example was a billing error on that Koningsdam cruise that just got worse and worse until we went directly to the Pinnacle manager.  The front desk made promise after promise and nothing ever happened, always blaming it on the "night auditor".  

 

I do hope you give HAL another try, your cruise was not the norm.  🙂  

[promisem]

2 hours ago, grsnovi said:

Sounds like you had a terrible cruise Promisem. Our first cruise with HAL was on Oosterdam and we were out on her again the next year. Luckily we've had smooth seas and no backed up toilets. We did have an unacceptable (HAL) shore excursion about which we complained (on board) and which was addressed satisfactorily. There could easily be any number of reasonable factors that might explain any one of your issues but taken together they do seem to add up to fundamentally poor service. Many of us on this board have happily cruised HAL many times however there are also loud voices expressing dismay in how the service has degraded over the years. Nothing is what it was. We're looking for alternatives due to Carnival and HAL's ecological missteps. Hopefully your next cruise will be better and that you'll have time before hand  to interact with the CC message board dedicated to whichever line you select.

 

Very thoughtful comments. Oddly enough, our two cruises with Carnival were much better than our two cruises with HAL. Go figure.  🙂

[promisem]

2 minutes ago, Cruising-along said:

Promisem, I'm so sorry.  It does seem that problems seem to snowball too.  We've had only one less than excellent cruise, and it was on the Koningsdam when it was new.  Many problems with communication between departments, way too much to go into here. Since then we've gone on the K again and had an excellent cruise, and have another booked.

 

But what we learned from it was to never just complain to the front desk staff.  Although they have never been rude, we have found them to be uninformed and make promises they never keep.  Instead we now go directly to the department head dealing with that particular problem.  One example was a billing error on that Koningsdam cruise that just got worse and worse until we went directly to the Pinnacle manager.  The front desk made promise after promise and nothing ever happened, always blaming it on the "night auditor".  

 

I do hope you give HAL another try, your cruise was not the norm.  🙂  

 

Thanks, Cruising-along. One subpar cruise and one truly bad cruise on HAL makes it difficult to think about going with them again.

[Cruising-along]

4 minutes ago, promisem said:

 

Thanks, Cruising-along. One subpar cruise and one truly bad cruise on HAL makes it difficult to think about going with them again.

Understandable.  I forgot about your subpar  cruise.  😞  

[canadianbear]

6 minutes ago, promisem said:

 

I understand your point. Just for clarification, this situation was different because of the broken propeller and the San Diego shuttle. It was obvious that HAL should have had an employee outside of the ship to tell people where and when to get the shuttle -- which no one seemed to know -- as well as deal with the security guard.

 

We were on this cruise too (plus the one before doing a back to back).  I’m glad we decided against using the shuttle-we ended up waiting for the rain to stop and just walked around Seaport Village.  We also just about had a run in with one of the port security guards-had to drag my husband away!

 

I’m sorry so much went wrong on your cruise.  We really like the Oosterdam and the staff.  However we didn’t have to deal with front desk people luckily as we were in a Neptune so had concierge.  I do agree (from other past experiences) the front desk can be useless.  

 

I can understand your reluctance to go on another HAL cruise but hope one day you will give another ship another try.  

[VennDiagram]

1 hour ago, canadianbear said:

However we didn’t have to deal with front desk people luckily as we were in a Neptune so had concierge.  I do agree (from other past experiences) the front desk can be useless.  

 

I agree that the front desk can be useless. In my experience their goal is to move you along, not to actually understand and solve the problem you are there about.

Edited December 31, 2019 by VennDiagram

[awhcruiser]

2 hours ago, ChinaShrek said:

Oh, come on!  This happens all the time in life. I have gone to several restaurants once, had a bad experience, and then decided that I will never return. Cars too. I once bought a Pontiac and never will again.  Once bitten, twice shy.

Good to know!

[Ken the cruiser]

I feel you pain and after 150+ days on various HAL ships, they have just gotten too "boring" for us, and we're in our mid 60s, and we have moved on. Since you mentioned earlier that you are a very active couple, may I suggest checking out a Princess or Celebrity cruise for your next sailing adventure.

[Storylady]

9 hours ago, dogs4fun said:

Welcome to cruise critic. Sorry to hear that you were not happy with your cruise - we have been fortunate and enjoyed our HAL cruises.

As a longtime cruiser mentioned, the price is the same whether you have a good cruise or a bad cruise so why not enjoy yourself. 
 

 

Edited January 1, 2020 by Storylady

[Hlitner]

What can we say?  The OP has every reason to feel upset.  We have been in the same boat (good pun) on some past HAL cruises and it has led us to mostly choose other lines over HAL.  We are going to give HAL one more try on an up coming Westy cruise, but if  things are not up to the quality we have experienced on other lines it may be our last HAL voyage.  It is just so sad to see unsatisfied customers on this line.

 

Hank