Holland America never again

[Brodysmum]

My husband and I went on a 14 day back to back cruise. Everything was good until the first morning of our cruise. I am adding my letter to the cruise company for you to look at and also a picture, if I can figure it out…

 Holland America cruises. In fact on one night, we were offered three options of a spaghetti dinner!

 

We had two free dining options. Those being theCanaletto and Rudi’s Sel de Mer. The Canaletto was awful as the food was terrible but in contrast, Rudi’s was the best meal of the cruise and the service was wonderful.

 

Another problem we experienced was with the entertainment in the theater, which was bad to marginal when compared to other cruises we have been on. We had also booked two tours and they were both cancelled.

 

In summary, to say we were disappointed with this cruise wouldn’t be enough. We were so looking forward to our holiday as the past year has been a particularly hard one for us. I have been through three operations in the previous eight months (two shoulder replacements and a hip replacement). We were both looking forward and needing to get away and relax, but unfortunately, with this cruise, it did not happen. This was not totally the fault of Holland America but I became so stressed with my bites being both so very itchy, unpleasant and embarrassing to look at, and all the extra packing and unpacking I had to do with every room move.

In view of the above, my husband and I are now asking Holland America to provide an agreeable outcome for all the stress and inconvenience that we have suffered.

This is a letter to Holland America, that I sent in late April. I have not heard back from customer service, but I sent it to the President and they gave me a $300 per person towards a meal in their restaurants.

what do you think???

I will send a picture of my arm…

[*Miss G*]

Based on the ambiguity of your letter I believe you got great results!

[Brodysmum]

You doooo

[Brodysmum]

[Brodysmum]

This was one arm, the next morning I woke up with more on my other arm!!!

[Brodysmum]

Sorry most of the letter wasn’t there, I will re send

[Brodysmum]

 

I am writing to you about the recent problems my husband and I experienced on a back to back cruise aboard the Holland America's ship, Rotterdam. The date of the cruise was March 20th to April 3rd. We had purchased the “Have it All” package to use on board.

 

We were assigned an inside cabin on the eleventh floor. The room was very small, but adequate. Upon waking on Monday morning, I found my arms were covered in flea bites. I went down to the Guest Relations Desk to report it and they were amazing. The Guest Relations staffmember (Ella), immediately assigned us a new cabin and arranged for our clothes and suitcases to be cleaned. She also informed us that we would most likely have to move again on the second half of our cruise as the room may have been booked. Therefore on Sunday, as the room was indeed booked, we were moved again. 

 

On Monday, my husband and I woke up with an awful bout of coughing. We informed the Health Center on board the ship and they sent a nurse to give us a Covidtest. These came back as negative and the doctor diagnosed us both with bronchitis. We where then asked to stay overnight in quarantine, in two separate rooms. We did not have a problem doing this, but it was made more traumatic as we had to move to yet another room. The nurse re-tested for Covid the next morning which again, was negative.

 

Aside from the health problems, we also experiencedproblems with the dining room. We had been assigned anytime dining and were told we would be able to change this on board, but this never happened as we were told it was unavailable.  We tried a few times to book a time to eat, but it was constantly full. When we did eventually get to eat in the dining room, we found the food choices were very poor in comparison to our previous Holland America cruises. In fact on one night, we were offered three options of a spaghetti dinner!

 

We had two free dining options. Those being theCanaletto and Rudi’s Sel de Mer. The Canaletto was awful as the food was terrible but in contrast, Rudi’s was the best meal of the cruise and the service was wonderful.

 

Another problem we experienced was with the entertainment in the theater, which was bad to marginal when compared to other cruises we have been on. We had also booked two tours and they were both cancelled.

 

In summary, to say we were disappointed with this cruise wouldn’t be enough. We were so looking forward to our holiday as the past year has been a particularly hard one for us. I have been through three operations in the previous eight months (two shoulder replacements and a hip replacement). We were both looking forward and needing to get away and relax, but unfortunately, with this cruise, it did not happen. This was not totally the fault of Holland America but I became so stressed with my bites being both so very itchy, unpleasant and embarrassing to look at, and all the extra packing and unpacking I had to do with every room move.

In view of the above, my husband and I are now asking Holland America to provide an agreeable outcome for all the stress and inconvenience that we have suffered.

[Don Kehote]

I don't really know what to make of this post but I sure hope you're happy.

[Brodysmum]

Sorry the post didn’t go through correctly.

No I am not happy with my results, my flea bites or bed bugs were very itchy for about four or five days, and they looked a lot worse after the next few days from the picture. People did see the bites and I said I got them off ship because I didn’t want them to know I got them in my cabin. We tried to make a good time of our cruise, what with the three operations I had had in the eight months before. Sorry people, but I thought you would understand

[Xenni]

Personally, I do find it hard to believe the entertainment  and food are as bad as you made it sounds. Furthermore, your bronchitis issue will need a more in depth examination to rule out causes and they can range from allergy to asmtha. As for the booking issue with mdr, if it is full, it would make sense you can't change.

 

The only thing I can see as a issue is the flea bites, which they have solved promptly. It is quite difficult to see how they would provide "agreeable outcome" to you just from the fleas.

Edited June 15, 2022 by Xenni

[Brodysmum]

Why would I get flea bites on a cruise.

the bronchitis was not their problem, which I said.

I should have known I wouldn’t get any sympathy from these boards. I have been a member here since 2016, and I thought I would get some understanding how I felt. My cruise consultant said to send a letter into guest relations, I did, but have had nothing but bad results since, thank you for understanding 

[Brodysmum]

Sorry, I was having trouble with posting my letter and picture. They were not mosquito bites they came on me the first night on one arm then the second night on my other arm.

You know what, forget it, I am Canadian and not American so I won get any help from anyone

[grammi]

It sounds like you were very unhappy with your travel experience some of it the cruise lines fault some not. Regardless of fault I’m sorry you had a bad time. 
 

Travel is a crap shoot and we’re lucky most of the time everything comes together for a great time but once in awhile the travel Gods are against you. 
 

Right now odds are in favor of a less than perfect experience due to short staff and Covid recovery. 
 

 

[Guest ldtr]

Just now, Brodysmum said:

Sorry, I was having trouble with posting my letter and picture. They were not mosquito bites they came on me the first night on one arm then the second night on my other arm.

You know what, forget it, I am Canadian and not American so I won get any help from anyone

Other than the action taken, by customer service in moving you to another room it is unlikely that you would get any compensation.  Did you ask for anything beyond the change to a different room?

 

You indicated that two of you excursions were canceled.  What was the reason?  Were they refunded?

Were they caused by some issue such as the ship being delayed or were they canceled for some reason out of the control of the cruise line?

 

When writing such a letter be specific in the issues and cause.  Do not go into thing outside of the issues that need to be addressed  only what were the exact problems, what actions was taken on ship, and exactly what you expect from the cruise line.

 

Really when one has an issue on board ship, they will have far more luck addressing the issue on ship and potentially getting some compensation while on board, then writing a letter after the cruise, unless there are specifics that the personnel on board were not responsive to the issues.

 

Once you leave not so much

[Brodysmum]

Idtr, thank you for your response. I did go to the cruise desk and ask them what I should do, I was told to write to customer relations when I got home, as they do not have the authority to give out refunds or another cruise, this is what my HAL cruise consultant said too. So I did, and have never heard back from them, so I wrote to the President of HAL, which I was advised to do by someone on the HAL site. I just feel beaten and disappointed by the way I have been treated. 😢 I have been crying about the way I have been treated on here too. Is there no understanding in this world anymore!!

[AFNavigator]

29 minutes ago, Brodysmum said:

Idtr, thank you for your response. I did go to the cruise desk and ask them what I should do, I was told to write to customer relations when I got home, as they do not have the authority to give out refunds or another cruise, this is what my HAL cruise consultant said too. So I did, and have never heard back from them, so I wrote to the President of HAL, which I was advised to do by someone on the HAL site. I just feel beaten and disappointed by the way I have been treated. 😢 I have been crying about the way I have been treated on here too. Is there no understanding in this world anymore!!

Sorry to hear about your bad experience.  Sometimes trips work out perfectly, sometimes it seems like everything goes wrong.  Unfortunately, your trip sounds like much of the latter happened.  We once had a great vacation going at a luxury hotel suite in Las Vegas.  That was until we noticed the second day that our arms, legs, and necks were covered in bed bug bites...yuk.  That may be what you experienced onboard.  A previous guest likely left you that nasty gift in the bedding.

 

All of the moves you had to do must have been very tiring and stressing to you.  That said, it sounds like the hotel and medical staffs were doing the best they could to manage your bites and bronchitis issues.  That doesn't make it any less stressful to you but it sounds like the staff was trying to help.

 

I think some of the posters who didn't have much sympathy were focusing on the events that were not really within the staff's control.  The quality of the main stage entertainment is largely a matter of taste.  If someone is looking for large-cast productions of past, yes HAL falls short on those now.  HAL has largely shifted its entertainment focus away from big main stage productions (although the dance troop is great) to the various bands on the Music Walk.  Many cruisers find the music walk to be more entertaining than the traditional main stage shows--its all personal taste. 

Your posting didn't state why your shore excursions were cancelled.  Yes, it is very disappointing when they cancel but did they cancel due to something within HAL's control or did they cancel due to being outside of their control (e.g., weather)?  If within HAL's control, bad on them.  If not, you can't blame then because it wasn't their fault.

Regarding Caneletto's food quality, you will find reviews all across the board rating it awful to rating it outstanding.  The quality seems to vary between ships--we had a great dinner in the Eurodam's Caneletto's last Dec.  Sorry to hear yours wasn't great.  Do you know if others complained that night?

 

I think a question many posters might ask would be, if you hadn't had the health issues, and resultant multiple room moves, how did you like the rest of your 14 day cruise?

[USN59-79]

A few years ago we were on the Amsterdam on a WC and my DW got bitten by bedbugs onboard.  Happened for two days; she went to medical to get them treated and the ship fumigated our room.  It didn't help much so they moved us to another room and the problem went away and the bites healed after a few days.  We never thought about asking HAL for compensation and have continued to cruise with them.

Ray

[Caribensun]

Brodysmum, I feel bad what you experienced, but at least you received something.

we were on a 28 day HAL cruise in 2019 in a room with smelly moldy carpet water coming in from room next to us that was wet as soon we arrived onboard for our cruise & standing water in bathroom, it took 22 days before we got only ONE night in a new room, we paid for a sig suite.  Hotel Manager wouldn’t even acknowledge, we also finally got a huge noisy fan after that, the room stunk the whole 28 days, unbearable and yes they would only allow us to stay the one night in a another room.  We thought about trying to leave early, however we had booked a large outdoor corner cabana that we used all day, every day of the 28;days, so that helped as we would sneak up at night.  Wrote letters and no response.  On my last cruise I had bed bug bites, but you can get them anywhere.  As for fleas, people do travel with dogs.  Recently 2 dogs were on my cruise and a magician in the past has travelled with dogs onboard.  On Promenade forward there is a potty place for the dogs, this is the first time it really stunk.  In my opinion only, HAL does not step up when issues onboard arise and blame the Cabin Stewards, who have nothing to do with the issue.  Getting upper management onboard,  even Cabin Steward Supervisor to see for self, no one would ever step foot in our cabin.  This was only the second time we have ever had a need to complain in over 50 cruises and the worst.  Another cruise line offered a downgrade room from a Suite which we gladly accepted and end of cruise a comp cruise in a suite, which we did not expect.  Not flaming, but understand where you are coming from.  Anything can happen on cruise ships, my DH will not cruise on HAL again and that was his first HAL. If I cruise HAL it’s solo and he wonders why… 

 

 

[DaveOKC]

Interesting that the OP had a HIA package that included Rudi's and Canaletto.  Has anyone else gotten this?  Rudi's is my favorite.

[Caribbean Chris]

12 minutes ago, DaveOKC said:

Interesting that the OP had a HIA package that included Rudi's and Canaletto.  Has anyone else gotten this?  Rudi's is my favorite.

No. According to the website’s Terms & Conditions, Have it All appears to be limited to Pinnacle, Tamarind or Canaletto depending on the ship’s restaurant offerings. Rotterdam has Pinnacle and Tamarind.
 

[Mary229]

Is this the same cruise that you arrived late at the port?  I remember something about that a while back, was that this trip?

[DaveOKC]

1 hour ago, Caribbean Chris said:

No. According to the website’s Terms & Conditions, Have it All appears to be limited to Pinnacle, Tamarind or Canaletto depending on the ship’s restaurant offerings. Rotterdam has Pinnacle and Tamarind.
 

That is interesting...........

 

Edited June 15, 2022 by DaveOKC

[Laminator]

2 hours ago, DaveOKC said:

Interesting that the OP had a HIA package that included Rudi's and Canaletto.  Has anyone else gotten this?  Rudi's is my favorite.

I have never seen Rudi's included. The casino pretty much offers to buy us dinner every night at any specialty restaurant except for Rudis's. I am sure if I pushed it they would acquiesce but I never do. 

[irishjim]

12 hours ago, Brodysmum said:

This was one arm, the next morning I woke up with more on my other arm!!!

looks  nasty  What  caused  this.

[Brodysmum]

We paid for Rudi’s dinner. A special night my husband did for me as congratulations on my three surgery’s in eight months.

Thanks for your positive remarks. I guess I was wrong listening to my cruise consultant as she was the one who got my hopes up. Not really blaming her, she has been wonderful through all this. I just guess customer service is not what it used to be.