Subscribe to the our newsletter to receive latest news straight to your inbox.
HOLLAND-AMERICA Dishonest, Misleading, Dismissive. I want to tell you about our cruise on the Holland-American ship the ZUIDERDAM, this last April 2015. We booked a 22 day cruise in the Mediterranean. After forty years of hard work and Garda looking forward to a leisurely retirement we booked the cruise. Sadly, and to the eternal discredit…
Dishonest, Misleading, Dismissive.
I want to tell you about our cruise on the Holland-American ship the ZUIDERDAM, this last April 2015. We booked a 22 day cruise in the Mediterranean. After forty years of hard work and Garda looking forward to a leisurely retirement we booked the cruise. Sadly, and to the eternal discredit of HOLLAND-AMERICA cruises, it turned out to be less than fun.
We are not normally complainers, life is too precious to spend one’s time BEING precious, so we kicked back and decided to enjoy the trip. Our cabin was to be looked after by Gus and Toro, two friendly, open and delightful men.
We purchased an unlimited wifi internet package for $249, which, the paperwork pointed out, finished at midnight on the 11th day of the cruise. Ok. Fine. No problem. We could understand that. On the first day we found we could not log in. On the second day we found that we could not log in because the “Explorers Lounge” was not yet ready for use and was still being renovated. Third day, fourth day. Still no facility to log in. The Explorers Lounge was still being renovated. When we made a comment to the front desk we were told that we could log on ONLY from the two terminals in their front office ‘at the moment’. Given that all our material required was on our own computers this was not acceptable. Then our time ‘ran out’. Total log in time? UNDER three hours to be VERY kind to them. When we made our views known we were told by the front desk that they were very sorry but there was nothing they could do. So we paid $249 for three hours wifi internet that made a wet weekend seem a hundred times longer!. Three complaints. Intractable and with complete disregard to our need and wishes.
Oh! I forgot! Remember I said that we booked a 22 day cruise? Yes, 22 days as advertised in all the literature. But no. This 22 day cruise was ACTUALLY according to the front office, TWO ELEVEN DAY CRUISES. Therefore the UNLIMITED laundry for which we paid $99 lasted only for the first eleven days of the cruise, and then had to be renewed for another $99. Our assumption of course was that as we had booked a 22 day cruise, we could pay for unlimited laundry for the 22 days. Wouldn’t you?
The dishonesty did not finish there. There was the small matter of GRATUITIES. Automatically charged to your stateroom at the rate of $11.50 PER PERSON per day for the entire length of the cruise. Fortunately a couple of fellow passengers let the cat out of the bag for us and informed us that we could OPT OUT of this impost so long as we did it one day before the end of the cruise. Not the 22 day cruise of course. The 11 day cruise, of which we had inadvertently booked two. We opted out in time and managed to save our gratuities for the people who we felt had actually looked after us. After all, isn’t that what a gratuity is?
Now to the other poor passengers. The ship sailed with the claim that it was newly renovated. NO! Not only was work continuing up on the Explorer’s Lounge and the Crows Nest, (which was not opened until the last day of the first 11 day period,) but quite a number of the staterooms were without flushing toilets, showers, or basic facilities. I met passengers who had been showering in other passengers staterooms for almost a week of their trip. Passengers who complained with
slightly raised voices were told by the front office that they would be put off the ship if they continued to complain.
Oh there is much more, but what is the point? HOLLAND-AMERICA were dishonest, misleading, and dismissive when the mass of complaints were launched at the poor people who had to deal with the front desks. All THEY could do was turn their backs on us all and IGNORE all complaints that they believed to be too difficult for them. Company Policy Rules apparently!
The last straw for us came on April 26th when we were due in Greece. The collection of ALL passengers passports, due to the fact that we would be leaving the EU for one day to visit Turkey. Passports to be returned to us on May 1st. The requirement for almost 2000 passengers to relinquish their MOST IMPORTANT DOCUMENT to a cruise company which obviously had little or no regard for these people. When we pointed out that we would NOT be surrendering our passports for FIVE DAYS, we were first told that we must. When we stood our ground we were then told that we would be able to stand in line for immigration to view our passports at 0745 and that they only collected our passports for our convenience! What! Five days! NO WAY! Never, ever give over your passport to any company. If they wish to photocopy pages, as many hotels do, then fine, but I want to tell you that if you surrender your passport to any company for FIVE DAYS you either have rocks in your head, or you are entirely too trusting. Identity theft and fraud are massive these days, and while I do not suggest here that HOLLAND-AMERICA are guilty of any kind of truly criminal behaviour, where your passport goes after collection by them is not worth the risk. Take the time to go through passport control as you would at any airport or port. It’s not such an inconvenience.
Oh! Just one more little thing. If you go on a HOLLAND-AMERICA cruise expecting to have a period of duty free and tax free drinks and cigarettes, forget it. A small miniature bottle of liquour will cost you $5.95. Beer $5.25, Wine, (small bottle) $8.00 Sparking wine, (small) $9.50. If you want a coke or a soft drink expect to pay $1.95 for a can. PLUS 15% SURCHARGE AUTOMATICALLY ADDED.
This was not exactly the cruise from hell, because there were many things we did love about the friendly crew.
The dishonesty of the company and misleading literature, added to the exorbitant charges for UNLIMITED services and products, the advertising of a 22 day cruise which was actually two 11 day cruises, the inability of the company to provide these services and products due to unfinished renovations BUT STILL CHARGING FOR THEM, left a very bad taste in the mouths of many passengers.
If you were on this cruise on the ZUIDERDAM from April 14th to May 6th, please feel free to comment. I look forward to hearing from you friends, and readers.
Author, The Girl From Kosovo.
PS: Don’t forget to take your own Universal Power Adapters. The renovations did not cover we poor non-Americans. Nor will you be able to borrow a portable printer to print those important documents. This luxury cruise ship does not have any!
Hi Graham, it was nice meeting you on the cruise and talking with you and others was very supportive in helping not feel we had lost our senses, and not really experiencing the serious disconnect between the delivery of services and what was purchased. The destinations were fabulous, while my wife and I did not have any real problems with the ship, plenty of people did, the ship had been in dry dock for 2 weeks and the work was not finished, parts of the ship were not open, 6 rooms flooded from galley water, toilets overflowed, people were without showers for up to three days. The captains response “you expect some problems in the first part of the cruise” The frontline staff was polite, but refused to disturb management and people were told we are waiting to hear from Seattle, but the offices are closed on the weekend. Holland America, NEVER AGAIN! All of this would have been saved if the line had taken peoples’ problems seriously. There was a feeling that this would be a great cruise if these pesky guests weren’t here. And to add insult to injury a lot of the officers’ families were on the cruise and they and their families seemed to be having a great time, as were the construction workers that were still working throughout the ship. My friends who were having severe probems with their room( they were moved 4 times) When they refused to go back to the first room they were in they were told they would be put off at the next port!!!!!!!! Fortunately the crew did not follow through with this threat. When I talked with one of the Information Staff who seemed senior to the others about my friends, I was told to mind my own business!!!!
I also want to mention that everything Graham said we saw or experienced.
Thank you so much for your support on this. I have contacted head office of Holland-America only to have a short email sent to me offering some “maritime points’ on our next cruise. (Which of course will not ever be used.) In fact, for 2016 we have been recommended a rather exciting cruise with Star Clippers (large sailing vessels) visiting Cuba and difficult to get to destinations and islands. I’ve also sent the link to this blog to Holland-America head office. We do not expect a reply, but I do hope that others will read this and make their own decisions as to what kind of cruise they intend to take.
Yes Graham, we received responses to our questionnaires that Holland America sent us. My wife was offered 300 dollars off per person on the next cruise, but they added that they doubted she would use it. I was offered nothing, and it was as close to a form letter as you can get. They did assure me that management was aware of the problem. My response was that this is what people who were having serious problems on the ship were told. My friends who were without a shower for 3 days, woke up to find 6 inches of water in their room, and the wife was shocked with electricity when she put her feet on the floor…….received the same letter I did, “management is aware of the problem”. I told my wife I thought I should follow up with them and she told me, “you don’t get it, they don’t care”.
Oh Graham I feel your pain. The lesson to be learned by all this – and what self respecting at our age wants to be learning lesson – is that if it sounds too good to be true, it often is. The business of handing over hard earned money to buy leisure time is an industry in which many unscrupulous people easily make their (hard earned) money. But the travel industry is full of people who prey on the sexagenarians who consider themselves free to roam the world. There are entire businesses built around exploiting people like you and unfortunately you have fallen victim to one of them.But you are a brilliant writer, and your honest, open review of the horror situation onboard will spread and hopefully make others think before they commit to wasting precious days of their lives on this ship.