"Thank you for the email regarding your ms Westerdam sailing on October 25, 2010. We truly appreciate the valuable feedback you have provided us. First and foremost, we are sorry for the disappointment you experienced.
We understand your concerns regarding stateroom upgrades, and we would be happy to explain our upgrade policy to you. Although most of our ships sail at full capacity, we do occasionally have a few higher-level accommodations available just prior to sailing. In these cases, we are frequently able to offer upgrades at no additional charge. These upgrades are established through an automated system, which takes into account a variety of factors. Unfortunately, it is not possible to offer a complimentary upgrade to each of our cruising guests and they are being extended randomly, based on category need and for sales purposes and are not based on loyalty days with the company. Upgrades are also based on availability. If a sailing is nearly sold out, we are unable to offer as many upgrades as we would on a sailing that has more empty staterooms."
Now I am a retired lawyer and I don't know any lawyer who could have said less than that answer. We base it on a variety of factors. Like what? Why would not a major factor be past loyalty? It really tells me very little except we are at the mercy of a computer program! That is first class customer relations! As one poster said, Holland America has become "carnivalized" Really too bad. Seems that you get more as a first time cruiser than a loyal Mariner Society member.
I think I would have been happier if the said we upgrade those who paid the most for their category-- that would make some sense. But now we know the rest of the story!
Sailed on the Grand Princess 3-26-2010 14 Day Caribbean
Sailed on the Crown Princess to Western Caribbean January 2011
Sailed on the Westerdam 10-25-2010 Transatlantic
Sailed on the Ruby Princess 9-1-2011 Venice to Barcelona
Sailed on the Jewel of the Seas December 19, 2011 Western Caribbean
Sailed on the Emerald Princess 1-1-2012to Southern Caribbean
Sailed on the Island Princess 11-2-2012 to Panama Canal
Sailed on the Celebrity Constellation 1-7-2013 to
Sailed on the Star Princess 3-26-2013 28 days RT LA to South Pacific
Sailed on Carnival Ecstasy 10-26-2013 to Bahamas
Sailed on Disney Dream 11-17-2013 to Bahamas
Sailed on Ruby Princess 12-14-2013 Western Caribbean
Sailed on MSC Divina 1-18-2014 Eastern Caribbean
Sailed on the Carnival Liberty 08-2014 Caribbean
Sailed on Regal Princess 10-17-2014 TA Venice to Ft Lauderdale
Sailed on the Carnival Valor 10-31-2015 to Caribbean
Sailed on the Regal Princess 01-31-2016 to Caribbean
Sailed on Regal Princess 04-17-2016 Transatlantic
Sailed on NCL Star 05-01-2016 to Norway
Sailed on the Disney Dream 09-23-2016 Bahamas
Sailed on the Caribbean Princess 11-27-2016 West. Caribbean
Sailed on the Royal Princess 02-28-2017 Eastern Caribbean
Sailing on the Celebrity Silhouette 04-16-2917 Western Caribbean