Misleading Pre-Cruise Information
My wife and I recently completed an 11-day Holland America cruise (departed September 10, 2025), spending over $13,100 ($9,600 for the cruise and $3,500 on excursions). Unfortunately, our experience was defined by critical pre-trip misrepresentations, severe service failures, and negligent issue resolution. Misleading Pre-Cruise Information Our cruise consultant assured us the vessel had undergone a complete overhaul in recent years. In reality, the ship was over 20 years old and showed evident disrepair. Additionally, despite explicit pre-booking assurances that dependable internet would be available for critical work obligations, onboard connectivity was intermittent, slow, and frequently dropped. Stateroom Flooding & Property Damage Faulty plumbing caused a major flood in our stateroom, ruining over $1,000 worth of luggage and rendering the cabin uninhabitable. Rather than prompt relocation, staff placed a loud commercial fan in the room and advised us to sleep elsewhere. The protracted delay in reassigning our cabin forced us to cancel an early-morning excursion the following day. Holland America’s only remediation for our damaged luggage was an offer of laundry service—which onboard laundry staff stated was incapable of cleaning luggage. Stranded on Excursion & Unauthorized Charges During a $640 excursion in Venice, we were left behind at the port. The emergency contact number provided was non-functional, forcing us to arrange and take a two-hour train ride back to the ship unassisted. Compounding this, Holland America posted an unauthorized $495 charge to my credit card with no corresponding invoice, requiring a bank chargeback to recover the funds. Conclusion Given the extent of the disruption—including missed excursions, damaged belongings, safety concerns, and unauthorized charges—the offered compensation of $150 per person is wholly inadequate. We are seeking fair compensation that reflects the seriousness of these failures. Based on our experience, I strongly recommend thoroughly researching the specific ship and reviewing independent feedback before booking a Holland America cruise.
