Premier
Has very high quality customer experiences and demonstrated commitment to responsible travel practices. read more

Holland America Line

2.9 | Average
  • 50% Recommend
Service Level
  • Standard
Type
  • Global Operator
Headquarters
  • Seattle

14
Holland America Line Reviews & Ratings 50% Recommend

2.9 out of 5
Excellent 5 Great 0 Average 2 Disappointing 2 Terrible 5
Value:
2.9 Guide:
2.9 Activities:
2.9 Lodging:
2.9 Transportation:
2.9 Meals:
2.9

Tour Reviews

JH

Recommends

We took our first Holland American… November 2019

5.0
  • Value 5.0
  • Guide 5.0
  • Activities 5.0
  • Lodging 5.0
  • Transportation 5.0
  • Meals 5.0
We took our first Holland America cruise this summer to Alaska. We left from British Columbia on a 7 days cruise and flew back from Anchorage after the 3 day land tour. We have been on several others cruises and we liked the fact the ship was much smaller on this trip. The food was good. I have to say the hours of operation for the food wasn't as long as other cruises but still adequate. The only complaint I would have about the buffet was the ice machine was very difficult to operate. I was surprised that staff served most of the buffet. . i am guessing for health sanitation concerns. The staff was great. The ship was clean. The crew was constantly cleaning any problems. Our room was adequate for an inside room. The room stewards were great and were very accommodating if we needed anything. The crew explained things as we traveled along the inside passage and Glacier Bay. The entertainment during the day wasn't quite as good as a larger ship but we also traveled to Alaska and had several ports to see. The weather was fabulous while we were in Alaska.
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PM

Does Not Recommend

This is no where near the claimed 5… October 2019

1.0
  • Value 1.0
  • Guide 1.0
  • Activities 1.0
  • Lodging 1.0
  • Transportation 1.0
  • Meals 1.0
This is no where near the claimed 5 Star luxury cruise line. We have just been to an inner passage Alaskan tour. We had booked hoping to be a once in a lifetime experience. It was a big let down. Most of our time was spent trying to sort our food a big surprise as one had heard that you get a lot of tempting food on a cruise. The line could not cater for 5 vegetarian who do not eat eggs and 1 vegan. We did complained from day 1 and at though the staff tried there best but there were various problem mostly due to the kitchen staff either not bothered or overworked. This is made worse by the senior staff on the ship having no power to address the situation they just said to us that they have taken noted our comments and will forward to their head office. So surprised that a very simple diet of vegetarian and vegan requirement could be satisfied. There was virtually no desert except ice cream. The serving staff also not sure of the ingredients.
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JAJ

Recommends

Thank You Alison (Sutherland) working… September 2019

5.0
  • Value 5.0
  • Guide 5.0
  • Activities 5.0
  • Lodging 5.0
  • Transportation 5.0
  • Meals 5.0
Thank You Alison (Sutherland) working in Customer Relations UK for sorting out my problem with claiming my on board credit. You were super quick and professional and deserve your 5 star review.
Many thanks
Janet Jones
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RH

Does Not Recommend

I am appalled and dismayed August 2019

1.0
  • Value 1.0
  • Guide 1.0
  • Activities 1.0
  • Lodging 1.0
  • Transportation 1.0
  • Meals 1.0
I am appalled and dismayed with my recent attempt to communicate with HAL Guest Relations department. I tried to book a 17 days cruise thru an agency. The agent notified me that he couldn't put under my name, though - it was rejected by the system every time my name was input, so, he put a hold on that cruise under my wife's name and advised me to call HAL Guest Relations (GR) next day. I didn't wait till next morning and started calling Mariner Society immediately, trying to figure out what could be wrong. The Mariner Society couldn't find any discrepancies, so, I called GR - they couldn't clarify the situation either. Next morning, the agent told us that she was advised to talk to the GR manager, Brett Swafford, who supposedly would be able to solve the mystery. She provided us with Brett's phone number and told us to call him as well. Two days later, after leaving 6 messages on his phone, at least two messages left on the supervisor's phone, Celeste, numerous calls and conversations with other members of GR we still neither heard from anybody or given an explanation of what is going on and why we can't book that cruise! I am most annoyed that I wasted that much time while on vacation waiting for a returned phone call!
I trust this is not the way HAL wishes to conduct business with valued customers—we have been with HAL since 2005 and have never encountered such treatment before. We have around 700 cruise days with HAL and 1000 credit days. I would welcome the opportunity to discuss matters further and to learn of how you propose to prevent a similar situation from recurring. I look forward to hearing from you, HAL!
All I want is a closure to this case - there are plenty of other cruise lines to choose from.
I also, would like to have a written letter explaining why and how my name got suddenly flagged!?
HAL executives sometimes need to be reminded that their business rises and falls with customer satisfaction!!!
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DB

Recommends

Luggage Handling and follow up August 2019

5.0
  • Value 5.0
  • Guide 5.0
  • Activities 5.0
  • Lodging 5.0
  • Transportation 5.0
  • Meals 5.0
First cruise, ever! We did a land & sea journey to Alaska through Holland America Line. This is not a review of the trip (which was great!) so much as how HAL handled our complaints of damaged luggage. My sister's luggage arrived at our Yukon hotel with the latch broken, her clothes spilling out. She filed a report. We discovered damage to a corner of my husband's luggage at the departing airport. Too late to do a report...but HAL's property claims were wonderful, in particular, Mr. Scott Gerstl, who even called me to clarify details. He was empathetic and kind. We were reimbursed for both pieces of luggage.
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PH

Does Not Recommend

3 Star Cruiser Won't Travel On Holland American Anymore. July 2019

1.0
  • Value 1.0
  • Guide 1.0
  • Activities 1.0
  • Lodging 1.0
  • Transportation 1.0
  • Meals 1.0
3 Star cruiser will never travel Holland American again. They have really slipped. We were this time on the Maasdam and this ship should be retired as it's old and not kept up. Many cracked and broken windows. One boarded up with plywood. Teak decks needing repair and rust all over the ship. The sliding enclosure over the pool when it opened and closed sounded like the ship was going to come apart. They nickel and dime you now for everything. No connection with ships officers anymore as the Captain is just a bus driver. Rooms small, beds uncomfortable. They've cut back servers which was especially noticeable in the Lido where one person handled 3 stations at certain times meaning long waits. We so loved Holland America in the past but since Carnival bought them they have definitely slipped. Too bad!
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From Holland America Line

At Holland America Line, we believe travel has the power to change the world. We consider it our higher purpose to help make the world a better place through opening minds, building connections, and inspiring a shared humanity.

Associations:

  • United States Tour Operators Association

 

See All Holland America Line Trips >

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