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Holland America Cruises Complaint - Stinky Stateroom on Rotterdam - "Deluxe" Verandah Stateroom 7040
"Deluxe" Verandah Stateroom 7040 - Complaint
SEATTLE, WASHINGTON -- On the second night of a 7-day cruise to Alaska, a pipe burst in "deluxe" verandah stateroom 7040. The smell of raw sewage was strong. The crew was not trained properly to handle the problem. Despite assurances that the room would be ready for us the next day, strong chemical odors remained throughout the week. Although another cabin was found for sleeping, it did not meet my disability needs. I had booked a deluxe verandah stateroom because it was fully wheelchair accessible.
In addition to problems with the stateroom, the key to my scooter was lost during the shuffle. When asked if there were spare keys on the ship, I was told "No." This was a lie! When the gentleman from Special Needs at Sea picked up the scooter, he told us that spare keys ARE left on the ship.
I was denied disembarkation in Sitka "because of weather conditions." When I asked for a log of the weather conditions, I was told that I should have been allowed off the ship. Another lie!
What should have been a relaxing vacation was very stressful. I asked for a meeting with corporate guest relations in Seattle and was told that corporate did not meet face-to-face with guests. This says a lot about Holland America's guest relations!
Holland America has refunded 37.5% of what I paid for the cruise. How was the amount determined? Do they they I was satisfied 62.5% of the time? In my communications with advisors to the president, my disability issues have not been addressed. My independence was taken away from me because of crew errors.
I was told that "it would seem further communication would only serve to cause additional frustration and disappointment." Nobody tells a dying guy to shut up!
In addition to problems with the stateroom, the key to my scooter was lost during the shuffle. When asked if there were spare keys on the ship, I was told "No." This was a lie! When the gentleman from Special Needs at Sea picked up the scooter, he told us that spare keys ARE left on the ship.
I was denied disembarkation in Sitka "because of weather conditions." When I asked for a log of the weather conditions, I was told that I should have been allowed off the ship. Another lie!
What should have been a relaxing vacation was very stressful. I asked for a meeting with corporate guest relations in Seattle and was told that corporate did not meet face-to-face with guests. This says a lot about Holland America's guest relations!
Holland America has refunded 37.5% of what I paid for the cruise. How was the amount determined? Do they they I was satisfied 62.5% of the time? In my communications with advisors to the president, my disability issues have not been addressed. My independence was taken away from me because of crew errors.
I was told that "it would seem further communication would only serve to cause additional frustration and disappointment." Nobody tells a dying guy to shut up!
This is where the leak occurred in stateroom 7040.
Comments:
Posted by jeniferlyn on 2010-11-24:
I believe you 100% We upgraded, after having a ugly, dilapidated, emergency boat parked infront of our large floor to ceiling window. Imagine my suprise to find a worker out on the boat, while I was changing! That was the final straw & went to the front desk in tears!
We upgraded to room 5035, & it also stunk. The carpets were filthy, the drapes had huge holes & what looked like burns on them. This room had faulty plumbing as well, & as soon as the plumber had left, it didn't flush again. After being on hold for 20+minutes, which is about average, the lady at the front desk told me, "Please do not call again unless the contents have gone over the rim, & have gone onto the floor!" Yes I am serious! The last 4 days I used the Lido Decks restroom, if anything other than the need to urinate occurred. My husband had already waded through my fecal matter & I was not going to let that happen again!
After getting home to Seattle, after the awful Mexican Riveria cruise,which left Oct 9-16th, I tried to call and complain. A recording stating they were in a 90min meeting greeted me, without stating the time it started, or was to end. Also the HA web site was and still is down.
The customer service desk told us one lie after another. Wrong dinning times, wrong dress codes, unavailability of room service items, such as bread! It was a joke! Also be aware the BBB does not support HA, the food is awful & so full of salt, that is if you are able to get any food! I lost 6lbs on this cruise compared to a substantial gain on past cruises. Also be aware the average age of travelers on HA is about 70, which would not be an issue, but getting around canes, walkers, & wheelchairs/scooters, can be difficult!
My final statement is from what I witnessed, the customer service desk, as well as the beverage manager, dinning room manager, and the crew who answer the phones, continually lie to there customers as easy as batting there eyes. They are VERY rude to the rest of the crew, (mostly non english speaking, very nice Filipino men & women,) & I wouldnt be suprised if you have as awful of a cruise as we did!
We upgraded to room 5035, & it also stunk. The carpets were filthy, the drapes had huge holes & what looked like burns on them. This room had faulty plumbing as well, & as soon as the plumber had left, it didn't flush again. After being on hold for 20+minutes, which is about average, the lady at the front desk told me, "Please do not call again unless the contents have gone over the rim, & have gone onto the floor!" Yes I am serious! The last 4 days I used the Lido Decks restroom, if anything other than the need to urinate occurred. My husband had already waded through my fecal matter & I was not going to let that happen again!
After getting home to Seattle, after the awful Mexican Riveria cruise,which left Oct 9-16th, I tried to call and complain. A recording stating they were in a 90min meeting greeted me, without stating the time it started, or was to end. Also the HA web site was and still is down.
The customer service desk told us one lie after another. Wrong dinning times, wrong dress codes, unavailability of room service items, such as bread! It was a joke! Also be aware the BBB does not support HA, the food is awful & so full of salt, that is if you are able to get any food! I lost 6lbs on this cruise compared to a substantial gain on past cruises. Also be aware the average age of travelers on HA is about 70, which would not be an issue, but getting around canes, walkers, & wheelchairs/scooters, can be difficult!
My final statement is from what I witnessed, the customer service desk, as well as the beverage manager, dinning room manager, and the crew who answer the phones, continually lie to there customers as easy as batting there eyes. They are VERY rude to the rest of the crew, (mostly non english speaking, very nice Filipino men & women,) & I wouldnt be suprised if you have as awful of a cruise as we did!
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