On May 29th, I phoned up a Holland America Booking Agent and asked for their best deal Mediterrnian Cruise. I wanted the bottom line price, everything included, no surprises.
I booked for a party of four, was told over the phone the final price, where upon I used my credit card to pay in full.
One week later, on June 4th, a message is on my machine from Holland America asking for an extra 750.00 as they couldn't get us on the flight they said, and now that would be the cost of a hotel room (for EACH) couple. When asked if I could find my own hotel, we were discouraged from doing so and said we would lose our transfer fees that we had already paid from the airport to the ship.
Who can tell you that you have paid in FuLL and then one week later change their minds~!!!? On principal I said I wanted a refund. They gave back everything except 627.00 (per couple!) which was cancellation fees. We wanted to be on that trip and only cancelled because they did not come through with their agreement.
I searched on the internet and found SEVERAL similar stories to ours. I proceded with a complaint to the Better Business Bureau. Holland America did not respond. They were given an unsatisfactory rating. I finally got the VP on the phone and she said that it is in their brochures and on the internet that they have the right to add a hotel booking later. Brochures and internet???
What about the people that book on the phone, and NO mention is made. Miss VP only apologized for that and said something should have been said. THEN she says after meeting with the upper management staff they DECIDED to give us a 600.00 credit towards our next crusie.??? Ok, so they have 627.00 of my money and think that giving me a credit for a next cruise is compensation? Not only is it MY money they are using the credit for, I have NO intention of ever cruising with this company after the shoddy treatment we received.
I further wrote back and suggested that what a REASONABLE offer would have been was to offer us that cruise again at the PRICE they agreed on. Their management in their infinite wisdom and committment to "excellent " service apparently don't agree.
Linda
Langley, British Columbia
Canada
0 comments