Holland America Line review: Cabin discomfort and mgt response

Subject: Formal Complaint - Disruptive Cabin Conditions, Lack of Amenities, Shortened Port Calls, and Inconvenient Cabin Relocation

Dear Holland America Customer Service Team,

I am writing to express my disappointment and concern regarding my current experience aboard the Noordam, which departed Tokyo on October 27, 2024. Sadly, a series of issues has significantly impacted my enjoyment of this cruise, which falls far short of the standards I anticipated from Holland America. With another extended cruise scheduled with your line for December 8, I want to ensure that these issues do not recur, as they could severely impact our upcoming world tour across five different ships, including Princess, Celebrity, and Cunard.

Although I raised my concerns with the General Hotel Manager, I found the response to be delayed and unsatisfactory. The noise problem was addressed only after a delay, resulting in a cabin change in the middle of the cruise, and the temperature issue remains unresolved to this day.

Here is a summary of the specific issues that have caused great inconvenience and frustration on this voyage:

1. Excessive Noise in Cabin and Relocation to Smaller Room: Our initial cabin, [1062], was located directly beneath a disco dance floor, where music and dancing created an unrelenting noise from early evening until late at night. This made it nearly impossible to relax or sleep, even with earplugs. This cabin location, situated directly under a high-traffic area, should either be avoided for guest accommodations or guests should be informed in advance of potential noise issues. After repeated complaints, we were eventually moved to a smaller balcony room on a different floor. Unfortunately, while this move somewhat reduced the noise issue, the new cabin itself introduced further problems with its air conditioning, making the entire experience disappointing.
2. Air Conditioning Deficiency: Both the original cabin and the replacement balcony room suffered from inadequate air conditioning. The cabin remained uncomfortably warm, disrupting our ability to rest and relax. Despite requests for assistance from the maintenance team, the issue was never fully addressed in either cabin, leaving us uncomfortable throughout the cruise.
3. Shortened Port Calls: Another significant disappointment was the early termination of port calls, especially at idyllic and highly anticipated locations. The limited time ashore did not allow us to fully explore and enjoy these destinations, which was one of the main reasons we chose this itinerary. Extending port call durations would offer guests a richer, more satisfying experience and allow for more positive memories of each destination.
4. Lack of Karaoke: Karaoke is a popular and social entertainment feature on most cruises, yet it was unavailable on this voyage. This activity would have been a valuable addition to the entertainment lineup, contributing to the fun and interactive atmosphere onboard.
5. Limited Food Availability: I was disappointed to find that food options were not available at all hours. On other cruise lines, 24/7 dining is standard, offering guests the flexibility to dine according to their schedules, especially after returning from excursions or late-night events. The restricted food availability was inconvenient and detracted from the overall cruise experience.

Given these issues, particularly the disruption caused by the relocation in the middle of our cruise, I respectfully request consideration for compensation or credit toward a future cruise. This experience has been significantly below Holland America’s expected standard, and I hope that addressing these concerns will improve the experience for future passengers.

Thank you for your attention to this matter. I look forward to your response.

Sincerely;
Fabio M Martinez