cbr663

I would request a meeting with the Hotel Manager to discuss the poor service you have received.  HAL has a new policy that if you book a cabin that can accommodate more than 2 people and your booking is for 2 and they receive a new request for a booking that has more than 2 passengers then HAL may move you to accommodate the new booking.  It sucks.  

In the past, once we selected our cabin, we used to be able to indicate "No Upgrades" to prevent HAL from moving you to a different cabin.  We always selected this option as what HAL considers an upgraded cabin we do not.  And like you, we are particular with cabin selection.  Changing cabins is a no-no for us.  Unfortunately, I don't know how this new policy HAL has affects the "No Upgrades" option.

The way your luggage was handled was very poor and unacceptable.  I would emphasize this with the Hotel Manager.  That you had to go and track down your own luggage is unacceptable.  This was the result of a change HAL made and HAL should have immediately taken care of the luggage.  To throw their hands up in the air and state that there was nothing that they could do was to not offer any solution to your problem caused by HAL.  Totally unacceptable.

Wow.  I realize that cruise ships have flags of convenience yet I never expected that HAL would engage in the unsavoury practice of tied selling.

On 6/4/2024 at 7:25 AM, kentuckycruiser said:

As it turned out the PCC made an error with our original booking. After 5 hours the accounting dept determined she made a mistake and so our proper refund was $350 and $365 for CO. They also gave us $100 pp OBC. 

And one of our rooms was an inside so no upgrade. 

For our last cruise in Nov we also experienced a PCC that made an error on the CO charge.  They overcharged us for CO.  When I called back several days later to verify the charge it was a long call of several holds for the person on the other end to return to tell me that they have no idea why we were charged the CO amount as it was clearly incorrect.

Of course, as is typical HAL fashion, the person I was speaking with could not correct the mistake and could only offer to transfer me to Ship Inventory to have the matter corrected.  As CO is added to your cruise fare and the CO charge is added to your account as part of your deposit, I replied to simply keep it as is and let the overcharge stand.  My thinking was that I knew we were sailing anyway so let things stay as is.  This thread though has shown that I will never do that again.  

1 hour ago, kentuckycruiser said:

If anyone has a contact number I would appreciate it, our PCC has vanished. I also just checked our account and I assumed the "refund" would be $350 per stateroom but it is $151 for one room and $296 for the other, so that makes zero sense. The refund is showing on our balance statement for the cruise purchase. 

 

Is this something I can discuss with someone onboard the ship? 

I would try Ship Inventory as that is the department that manages CO.  You may have more luck for a successful resolution with them than on the ship.

CO was oversold on our sailing last Nov also.  I was surprised that they oversell it, but I guess they consider it like fares and figure some people simply won't show up and sail.  We were on the Koningsdam with the separate CO dining room and it lead to poor service in the dining room.

There are other COVID related conditions that could warrant the suspension of a cruise in addition to the 15% threshold mentioned above.  I didn't want to copy it all over as I thought it was too much to copy.  I included the link so everyone who wished could visit.  

2 hours ago, Florida_gal_50 said:

As Canadians we are used to the cold.  I remember being in LA one time when it was 60f and people were wearing gloves and shivering.  We’d be wearing shorts and no coat with those temperatures.

We were in Saint Thomas once and the tour guide told us that the temp dropped to 17C one day and they kept the kids home from school as it was too cold.

Then again, I was also at work in downtown Vancouver one day in a board meeting when all of a sudden the meeting came to an abrupt stop as there was wet snowing falling.  People at the meeting were wondering if they could leave early for a snow day.  It's all relative 😉

Here's the link to CDC guidelines that mentions when to effectively cancel the cruise.  I don't know though whether this is the guideline that HAL is following:

https://www.cdc.gov/port-health/php/maritime-guidance/guidance-for-cruise-ships-on-management-of-acute-respiratory-illness-ari-due-to-viral-infection.html

We sailed in SA7087 last year on the Koningsdam and we loved the extra large balcony.  We also enjoyed being on the 7th deck as it was easy to the Lido deck, quick access to NL and easy to walk down to CO Dining Room.  We try and avoid the elevators as much as we can when we cruise.  We didn't hear any noise from the elevators close by.

Connecting Rooms.  Details are in the legend.

Just noticed that HAL has added 3rd & 4th guests sail free on Standby.  I don't recall that being available when the program first rolled out.  

1 hour ago, ski ww said:

That is a pretty big mistake for the navigator to mistake going around the west side instead of the east side of Vancouver Island, wonder if he still has a job.

I agree and I have to wonder how no one else on the bridge questioned it.

This incident was mentioned on another social site several days ago.  The Captain did indeed screw it up and the ship was off course.  The ship went around in circles for a while and when the Captain finally addressed the ship they admitted to the mistake and was told by Corporate that to readjust and sail the inside passage would make them late for Victoria.  That any ship Captain would make such a mistake is, for me anyway, beyond comprehension.

I think whenever compensation is offered by the cruise lines it should be offered as either an immediate, refundable OBC or a FCC.  Sometimes the incidents can be so off putting that a passenger will never sail again and to offer a FCC to those passengers is to effectively deny any real compensation.

After reading this entire thread I simply want to comment how much I admire everyone's patience and tenacity when trying to pay for their HAL cruise using a gift card.  It sure doesn't read like a walk in the park.  😀

8 hours ago, Horizon chaser 1957 said:

Last week, we were confirmed the night before sailing and offered a Verandah upgrade for $10/ night/ person, a lot cheaper than the $30/night/ person difference you were quoted.
I never rely too much on new information from one HAL phone agent. There’s a lot of misinformation, and the next agent you talk to will say something different.

That said, I’m with you in not using the Standby program again. For two people, it’s not worth it. Just book late when the sailing is discounted if there’s space. Standby is a true bargain is if you’re solo, so your cabin has no singles supplement. Then it’s worth it. Otherwise, you just don’t save enough to justify not being able to choose your room, reserve parking and transportation, or book excursions or dining in advance.

I’m glad we tried it out, but one and done for me. 

When the program first came out we thought about trying it.  After reading others' experiences and knowing that for us, a bad cabin location on a ship is a bad cruise, we won't be trying it.  The savings are not enough for us either.  😀

I must admit I have never heard country music being played on a HAL ship.  It would be a wonderful addition though.  I would really enjoy a country themed night.  

Many years ago we won a "free" bingo cruise.  It was from the buy raffle tickets to get a free cruise.  What a cruise line considers free is not what I consider free.  It wasn't at no cost as there was indeed a cost for us for this free cruise.  Port fees, taxes and a non-commissionable charge all meant we won a discount on a cruise.  Add in the charge to upgrade from the inside cabin and while we had a lovely cruise, it was hardly free.

You gotta pay attention to ship talk and accept that sometimes, things have a different  meaning on a ship than on land.  

Ironically, I just realized we have stopped playing bingo and purchasing those raffle tickets ever since.  😀

HAL has introduced an Alaska Glacial Guarantee for the '24 and '25 season.  In essence, if HAL does not visit a glacier during the sailing you will receive a Future Cruise Credit equal to 15% of your cruise fare.

As always, there are terms and conditions.  This one sticks out as paramount:

"This Guarantee shall not apply when there is more than one port of call or cruisetour featuring a Glacier on a Cruise per its published itinerary, when only one applicable port of call or cruisetour has been cancelled."

And of course there are conditions on when the FCC must be used.

https://www.hollandamerica.com/en/ca/cruise-destinations/alaska-cruises/glacier-guarantee

10 hours ago, Vineyard View said:

Why would the lunchtime service be so much better than the dinner at PG?  Not challenging, sincerely curious. 

Sometimes lunch time is better, some times it isn't.  We had 2 reservations for the PG lunch on our Koningsdam cruise this past November and the first experience was so poor we cancelled the second reservation.  YMMV.

11 hours ago, nannygoatjunction said:

We had our meal last night on our embarkation day.

Seriously. Fried onion rings and mashed spud with steak? Not my idea of fine dining thats for sure.  😂

 

 

Unfortunately, one thing I have learned sailing HAL is that the cruise line struggles with consistency.  I think HAL needs to drop the "Fine" dining as it hasn't provided a fine dining experience in a very long time.

22 minutes ago, julia said:

I received this same email for our Noordam May 5th sailing from Vancouver, again stating "several ships in port" (its just us and the Nieuw Amsterdam!)  I'm not sure how effective this will be, since 4*,5*,CO, and suites all have priority. We shall see...

Yes, this group all have priority to check in and wait to board.  That was our experience sailing in a NS on the Koningsdam last year.  Once boarding commences, it will literally be by row after row of people who are waiting, with those with priority starting first.  The priority is to board a few minutes prior to everyone else, or however long it takes for people in the queue to be scanned while boarding.  They try their best to conduct the boarding so everyone is actually moving through the terminal and on the gangplank and when they reach the actual ship it is scan on and step aboard and move forward for everyone else.

9 hours ago, oakridger said:

 

Has anyone ever actually had this "special onboard event" when they purchased Club Orange?  I haven't heard of any.

 

~Nancy

We did.  I believe it was complimentary jewellery cleaning.  We never travel with jewellery so completely irrelevant for us.  It was just a sales attempt to get you to the jewellery store. 😉

My experience in the past is that neither the port nor HAL were strict enforcing check in times, but this is the first time I have seen check-in done by decks at Canada Place so no one will know until the season starts.

If you have never sailed out of Canada Place know that it receives many, and I do mean many, complaints regarding the check-in process.  Many people find it very confusing and a long and tedious process.  You have to start underground and endure long lines and several staircases and different level changes.

Also know that the boarding time of 11:30 is only an estimate.  This means that if you arrive before boarding time there is every likelihood that you will be arriving to wait in a very large group to board.  There is a segment of cruise passengers that love to hurry up and wait.

9 hours ago, cccole said:

There are different categories of Neptune Suites?  I did not know that.  We booked a Neptune Suite, did not see different prices, and did not do anything to have access to the CO entree on the dinner menu in the MDR.  This was on the Oosterdam which does not have a separate CO venue.  And, like CruiseBruce did, we did not get a CO tote bag, just the HAL 150th tote.  Didn't even know there was a CO tote.  Our reason for booking a Neptune suite was for an aft wrap balcony and we were happy with whatever came with it.  We have booked another for 2026.   Cherie  

Delete.  Similar post.

5 hours ago, Torquer said:

It is true that NS and PS don't get the free upgrade but you are already in one of the top suites, but there is always a special cocktail party in the Neptune Lounge or somewhere else just for NS/PS.

 

And obviously, NS/PS suites get other perks that are not available to non-suite CO guests.

There are different categories of Neptune Suites though and I would hate for someone to think that they could book the lowest category NS and then request the complimentary upgrade when that CO benefit doesn't apply.

You don't get access to all CO benefits.  Neptune and Pinnacle cabins do not get the complimentary free upgrade or the special onboard event.  

https://www.hollandamerica.com/en/ca/onboard-experiences/dining/club-orange