Holland America Line BBB Review November 18, 2015

Holland America Line BBB Review November 18, 2015
Holland America Line BBB Review November 18, 2015

Passenger Complaint: Holland America Line BBB Review November 18, 2015 – “My mom and I bought an Alaskan cruise to celebrate finishing my Masters degree. We haven’t had a vacation together since 1989 so this was very special. AND AWFUL! We started out not being able to go in our room (#2605) due to a weird smell which effected mt mom’s asthma, which is life-threatening. They concurred that something smelled and after HOURS of waiting, carrying around our luggage, we were sent to another room in the evening where we could stay for the next full day, but had to vacate the second morning. We kept checking in with the front office to find out the status of our room as they were giving it a good cleaning, which they did. Unfortunately, it did not get rid of the cause of the smell/asthma. We were then told on the third day we could stay another night in the new room. We have visited or been told to come to the front office around 15 times at this point and missed seeing Juneau as they told us to wait in our room to find out the new one, which they did at 8:30pm. In Skagway, where many people disembark for a land portion, we had to move back into our old room while they waited to see if there was a room available, but told us it was unlikely. This was day 4 of our trip and it’s been anything but relaxing having to constantly check in and not unpack yet. This would have been a really easy time to have new passengers switch into our room and give us a different one. They didn’t want to go through the hassle. They also told us we could fly home, but it would be on our dime and it was useless to fight it as they have really good lawyers. My 64 year-old mother asked of she could stay in the theater on the chairs and they said they’d leave the door open for her. We were in tears with this thought. I will say the cabin crews did an excellent job of trying to find the cause of the smell and cleaning the room, but it was embedded. We ended up sleeping in our room with the door right open to anyone who passed, having daily ozone cleaning, where you can’t enter the room, and mom on max asthma meds. She had asthma the remainder of the trip and for the following 3-4 weeks after before it was back under control. They actually told us to sleep in the room and cause an attack even though we said it was life-threatening. She asked if she could stay in the medical room and they said no. We knew other people had changed rooms because of noise as we met them, but a medical condition didn’t require a change. This was BRUTAL service with many easy solutions which required a little bit of work. I know I wouldn’t question a cruise line saying my room was different, but the same type. The dining staff and art gallery staff were fantastic. The front office had 1 person who showed some compassion and the others were patronizing. They also “forgot” to include a bottle of wine and photo pkg which a family member paid for but we never received. Four months later their idea of a solution to a written complaint was to offer $200 coupon on our next cruise. We told them we weren’t travelling with the again and would be letting others know of the issue. Do your homework before you go. Carnival cruise line was awesome.”

Holland America Line Response: None