Hapag-Lloyd Customer Service.

I experienced today Hapag-Lloyd's superb customer service.

As part of a pre-cruise package arranged with H-L, I had booked two nights hotel accommodation in Hamburg.

The hotel in question has notified H-L that it is overbooked.

My TA has been advised by H-L that

it has arranged accommodation in an alternative comparable hotel

it will refund the cost of the original booking

it will pay for the new booking.

very good for you :) but sorry you did not experienced 4 Jahresezeiten

HL does have a cooperation with Atlantic as well another grand old lady

it was very busy in Hamburg that weekend - as it was one of the only 4 days in a year that the shops are open on a sunday - also first weekend of summer holidays and start of the sales

both of my hotels pre and post cruises were also more expensive as usual

i left the ship in hamburg and i do wish you a great cruise :cool:

very good for you :) but sorry you did not experienced 4 Jahresezeiten

HL does have a cooperation with Atlantic as well another grand old lady

it was very busy in Hamburg that weekend - as it was one of the only 4 days in a year that the shops are open on a sunday - also first weekend of summer holidays and start of the sales

 

both of my hotels pre and post cruises were also more expensive as usual

 

i left the ship in hamburg and i do wish you a great cruise :cool:

During my stay in Hamburg, I went into the Vier Jahreszeiten to complain about the short notice cancellation of my long standing reservation.

The Front Office Manager has to be congratulated on maintaining a straight face while giving me the following explanation.

Over a year ago, a very large group booked most of the hotel, but unfortunately the hotel's computer system did not register the booking.

It was only in late June this year that the hotel discovered the existence of the group's booking.

In any event, the move to the Atlantic Kempinski was a blessing in disguise as I found the atmosphere in the hotel, and the warmth, and friendliness of the staff, to be delightful.

I would have no hesitation in returning to the hotel.

As for my cruise on the Europa 2, overall it was very enjoyable despite noticeable lapses in the Weltmeere restaurant which I have elaborated upon in my submitted review.