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Refund received many thanks to Dylan
We booked a trip to Canada in September 2019 way before we heard the word covid. Part of this trip was a seven day cruise to Alaska with Holland America. Trip never happened due to covid and finally after many emails and discussions with Holland America they agreed to refund our cruise money in full. At first they were not very helpful but I happened to come across one of their cruise consultants, DYLAN, and thanks to him he listened and was successful in getting our refund. It just goes to show to never back down there are still some good people out there, like Dylan, who are prepared to listen to you and go that extra mile so thank you Dylan you are an asset to your company and keep up the good work.
Contrasting Refund Policies
On 20 January 2020 we directly booked with Holland America (HA) Australia 2 cabins on a proposed Westerdam journey from Hong Kong to Yokohama departing early March. We took out relatively expensive (due to our age) comprehensive travel insurance and booked return air fares for 2 couples. Late January HA advised that due to Covid outbreak the itinerary would be changed and embarkation would now be from Yokohama. Our carrier would not change first leg free of charge and we had additional cost. The statement was made that had we been flying int...o a city in China the change would have been made free of cost. Hong Kong was not regarded as a city in China. On 21 February HA advised cancellation and made full refund of fare and provided a 50% credit on next cruise. Our Travel Insurer advised in March that they would deny our claim for out of pocket air costs relying on a catch all pandemic clause even though the policy had been taken out before the outbreak became generally known. Our air carrier made a minimum refund of original air but no refund of change costs. HA has now, generously in our view, refunded all out of pocket costs other than travel insurance. We have enjoyed our HA cruises in the past and will certainly travel again with HA when it is possible to do so. We will however be looking hard at our travel insurer and air carrier.
Poor corporate company-AVOID
Booked and paid for cruise with Holland America through Vacations2go. The cruise was scheduled for October 2020. Holland America cancelled cruise in May 2020, refused to refund money until October 2020. When I finally received refund it was $500 short because of foreign exchange fall. Travel Insurance company says they won't pay my claim for loss. My sincere advise as a someone that has taken many enjoyable cruises is not to book until the cruise industry changes their payment system. It is disproportionately weighted in their favour just like banks and insurance companies. CAVEAT EMPTOR
No refund after cruise cancellation because of COVID-19
We booked a Holland America cruise in January 2020 to sail in May 2020 from Italy. The cruise was cancelled because of COVID-19, but they wouldn’t give us a refund. Instead we got a credit, but it had to be re-booked this year. It is still the height of COVID-19, and our country does not allow international travel for its citizens. We think this is very poor service, and reflects badly on Holland America
Thank you for refund.
I want to thank Holland America for their promptness in providing a full refund. It was a very distressing time finding out that our Mediterranean cruise was being cancelled due to COVID-19 and not being allowed to leave the country. But it was great to know that we were offered different alternatives regarding the payment we had made. After the pandemic is over I would certainly consider Holland America again.
Keep a dying man's money, just because they can.
Happy New Year to Holland America Line who refused to give us even a full credit for our cancelled cruise several weeks prior to sailing. My pre-existing medical condition, which our travel insurance didn't cover, suddenly and unexpectedly deteriorated. I am terminally ill, and am about to start in clinical trials aimed at buying me time. Despite the letter from the haematologist stating that not receiving immediate medical intervention could result in my death, they refused to even give us a full credit for a future cruise, but offered a 50%...credit of what we paid if two people sailed, (which is impossible for me as I must now always be close to a major hospital) , or 25% if only one sailed. The latter would amount to $1,400.00 of our $5,600.00 odd paid to them. That will not go far for a person paying single supplement. In other words, more would have to be paid in order to use their offer! This had to be booked within 12 months and would allow us to gift the credit to family members on the condition that we now give the company the names, addresses and phone nos. of any people who may be able to use it. As if! The ship was not full. We cost them nothing. I ended up in Emergency, followed by admission to the Austin Hospital during the time I would have been on the cruise. The "Pat on the back" correspondence we received from HAL, reminding us that, as stated in the contract, the money was non-refundable reflects poorly on the company, and is in sharp contrast to all other service providers who graciously refunded everything in a rather extreme case, or so I would have thought.
Dreadful cruise line and should be avoided at all cost
Recent Japanese cruise for ten days with eight family members on the ms Maasdam. Despite having upgraded to suites for all the family members as it was a very special event, almost everything was extra despite the premium charge for the cabins. If you wanted sparkling water at dinner, extra $6 per bottle. Even plain bottled water at dinner was extra. Lobster was extra. Half the restaurants i charged extra for dinner. There was a 15% surcharge to any drinks you order, supposedly as tips. Same goes in the spa. And then there is an extra $...11 per person per day they add to your bill which is also for tips. Then we had three ports cancelled out of our ten day trip because of weather issues, and they provided $100 refund as compensation. We were moored in Tokyo harbor and unable to get off the boat for two days. I have cruised with Holland before, and this is definitely my last time. The boat was old and tired, the food was unimpressive, tours costs when organised by Holland were sometimes 1005 above the same thing when we organised it ourselves, and on board activities were poorly organised and uninteresting. I have written to their customer service and had no reply. Just dreadful
We recently cruised on the Koningsdam, for a 21 day Mediterranean cruise
We recently cruised on the Koningsdam for a 21day Mediterranean cruise in August 2019.
We couldn't fault the Amazing staff. The service, cleanliness and all food on board was impeccable!
We regularly used the Adults only pool area, at the back of the boat. Every sea day they hosted a music quizz. The music they played during that time was fantastic! It literally had everybody singing along. I don't understand why they wouldn't play music out there all day long. It would create so much more atmosphere.
Their night time entertainment left alot t...
On the final night of our cruise I settled our onboard account. When I received my next credit card account HAL had put another $7 on it. I know it isn't much but it adds up if you do it to every cabin. Result - 2 otherwise happy passengers who won't be back. Plenty of other cruise companies around
No customer service for big notes
Guest services refused to change my 200 Euros for smaller notes, despite recording a in house video recommending it safer to only take small notes ashore. They did say they would advance me the Euros on my credit card for a 3% fee. Now I have no spending money. No information on booking indicated they had a limit on change.
We booked a cruise 3weeks ago, after being convinced to go a atf suite as it was the most popular, we were told we need to put 460.00 deposit down. We were not informed the deposit was non refundable nor non transferable. We rang to transfer our deposit to a later date due to unforeseen circumstances, was told we can’t and they would need to listen to the phone call to see what was said at the time of booking. I rang them back and asked where does it say that the deposit is non transferable and when in the phone call did they say it was non tra...nsferable, the reply I got was we dont use that terminology. ( non transferable) They are very unprofessional , rude and are thieves, be careful. They don’t explain things clearly and will steal your money.
One of the worst I had been.
We were on the Asian cruise last month and the following were our comments:
Pros: 1. The staff at the front office were helpful;
2. Some wait persons at the Lido Buffet were quite polite and cheerful;
3. Our room steward had kept the room clean and inviting.
Cons: 1. Most of the staff who served food behind the counter at Lido were rude and miserable;
2. A few waiters at the main dining room were lazy and don't border to serve properly;
3. Old movies were shown all the time;
4. There were no performance on some nights;...
Viking Saga cruise
Visited 4 ports in Norway out of Amsterdam on Koningsdam end of June 2018. The trip and staff far exceeded my expectations as I normally travel independently. Shore excursions were too expensive and we generally loved walking around places we visited independently. I am over 65, overall very happy and we would seriously consider them again. Food on board was great. As Australians we are not used to North American gratuity practices
It was the most terrible cruise I have been to. Their service was very poor.
1. we had to pay for everything in USD dollar and they didnt tell us while we were booking it. The ship wad almost like a retirement place .95 percent of people were 65+. No entertainment at all. Nothing to do in the cruise. Food was horrible and every day the same menu.
They drop us on shore every time we supposed to see different stop, without any transport option and we had to pay extra to get the taxi or any other transports options.
It was so noisy and we can...
- Holland America Line Westerdam
Worst Customer Service EVER!!
We have recently cancelled a 28 Night Asian Cruise, set to sail in October 2018. Since February 2018, on at least 5 occasions I had email Holland America about my booking. Each time, I received an Automatic Reply with a Reference Number and note to say they would be in contact. After 5 months only 1 reply which was a copied email from my last cruise, which had nothing to do with this enquiry. Guest Relation and Loyalty Web Priority, What a JOKE!! Never again.
Questions & Answers
I recently completed a 7-day Alaskan Voyage, from Seward to Vancouver, a thoroughly enjoyable week. However, on disembarking, I found my 12 month old Samsonite hard cover suitcase had been dented and split during unloading from the Westerdam. There was an urgency in collecting our luggage and no obvious person to report the damage to. It was also raining and transport for our group to our accommodation was a priority, so I had no opportunity to look for a person in authority. I did not have access to my email for the duration of our holiday in Canada. I arrived back in Australia yesterday. Is there a further process to claim some sort of compensation for damaged luggage from Holland America?
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