Saying goodbye to Holland...Veendam A/C problems

[TracieABD]

Merci, Gaston!

(Sorry, guys, just gotta jump in here...)

 

...but just one wafer thin mint...

 

 

 

( noone EVER does the Meaning of Life-- you have brightened an otherwise yucky day!- Thanks for letting me play a round!!):):)

[Copper10-8]

(Sorry, guys, just gotta jump in here...)

 

...but just one wafer thin mint...

 

 

 

( noone EVER does the Meaning of Life-- you have brightened an otherwise yucky day!- Thanks for letting me play a round!!):):)

 

I couldn't eat another thing, I'm absolutely stuffed;)

[TracieABD]

I couldn't eat another thing, I'm absolutely stuffed;)

Thank you, sir. And now your check!

[mudscraper]

I can`t get into that English humor on TV. But the Cunard boards have some funny characters on CC.

[Copper10-8]

I can`t get into that English humor on TV. But the Cunard boards have some funny characters on CC.

 

You ever go on Cunard, Rich?

[mudscraper]

You ever go on Cunard, Rich?

The DW has but I`ve never had the pleasure of cruising Cunard.

I`ve thought about taking Cunard e/b from NYC and then sailing HAL on a Med. TA back to FLL. I really dislike long distance air travel. I`d consider someting like that if it could be arrainged.

[Copper10-8]

The DW has but I`ve never had the pleasure of cruising Cunard.

I`ve thought about taking Cunard e/b from NYC and then sailing HAL on a Med. TA back to FLL. I really dislike long distance air travel. I`d consider someting like that if it could be arrainged.

 

We took Sagafjord way back in -93, Panama Canal, FLL to LA. Out of fourteen days, I think nine or ten were formal, very traditional plus we were by far the youngest on the boat. Nice ship though, no longer with Cunard

I would look into that if I were you! Two short/semi-short flghts; hope it works for you!

[mudscraper]

We took Sagafjord way back in -93, Panama Canal, FLL to LA. Out of fourteen days, I think nine or ten were formal, very traditional plus we were by far the youngest on the boat. Nice ship though, no longer with Cunard

 

I would look into that if I were you! Two short/semi-short flghts; hope it works for you!

Definitely on the radar. We had planned a cruise thru the Canal last year--SD to FLL if I remember correctly, but had to cancel -BIL in hospice-Agent Orange-he`s at peace now. We will cruise thru the Canal sooner rather than later.

[Max2003]

 

Btw, we'll be her passengers in about a month! Should be interesting!;)

 

 

Copper, who will be the Captain, HM and Cruise director. We are on Sept. 5, 2010. Probably should know who the Customer Service Manager is as well, just in case.

 

We will write a report on the AC problem as well.

[frbob]

A/C problems on Veendam are not new. We experienced this same issue about 6 years ago on a cruise up the Amazon. I think we had cabin 801. Not all cabins were effected at that time. Only certain segments of the ship had the problem. They supplied us a fan in lieu of A/C. I placed ice buckets in front of the fan to cool the room. This helped somewhat. If you happen to be assigned one of those nasty cabins and the ship is full (so they can't relocate you) you may be stuck. This problem is not mentioned in the brochures. Imagine that! A letter to the president's desk is recommended.

[GOLDENBONNY]

I think some people would be surprised to know how many hours some cruisers spend in their cabins. Everyone wants something different from their cruises and there are those of us who don't run around doing lots of ship activities. We book a comfortable cabin so that we can be comfortable in it. I cannot 'roll with it' if our cabin is too hot. Some medical conditions make air comfort mandatory. If it became extreme, there is every chance we would have to leave the ship.

 

Our comfort in our cabin is far more important to us than shows, trivia, casino and other activities aboard ship.

 

I agree 100% I would not pay too much attantion for cold food,service mistakes,but AC must work!

[travelmatron]

A/C problems on Veendam are not new. We experienced this same issue about 6 years ago on a cruise up the Amazon. I think we had cabin 801. Not all cabins were effected at that time. Only certain segments of the ship had the problem. They supplied us a fan in lieu of A/C. I placed ice buckets in front of the fan to cool the room. This helped somewhat. If you happen to be assigned one of those nasty cabins and the ship is full (so they can't relocate you) you may be stuck. This problem is not mentioned in the brochures. Imagine that! A letter to the president's desk is recommended.

 

Thank you for your post. After the last 20 or so posts I thought I was on a different thread in a different universe.

[woodofpine]

Hello again WoodOfPine. Since you added the emoticons, I'm guessing you didn't aim to be offensive, right? Because 72F (my goal) is usually considered the most "average" U.S. room temp.

 

I think my original point may have gotten lost in this shuffle. It was that HAL cabins have always met my temperature needs, which is due a health issue. (Prefer not to share gory details.)

 

"Room temperature" is usually defined as between 68 - 77 F (20 - 25C).

 

Cooling to 68F/20C is expensive in a Florida summer, and heating to 77F/25C is equally expensive in a snowy winter.

 

The hospitality and tourism industry aims to accommodate everyone within that normal range. That's what hotel room/cabin thermostats are for.

 

When the thermostat doesn't work, and the temperature can't be adjusted, the response from the front desk shouldn't be "Some people like that temperature - it's within the normal range - get used to the heat/cold". The *correct* response is "We can adjust that temperature to match your preference." However, sometimes there are mechanical problems.

 

When the HVAC doesn't work at all? IMO, posters like the OP have every reason to call HAL to account.

 

The point has been made before on this thread....would those who scoff about high temperatures feel the same way if there were no heat in a cold climate? If their cabin was 50F/10C?

 

 

STOP THERE! (Don't Exaggerate) How much $$$ should one be compensated if the cabin is 66 degrees?

 

OP acknowledges HAL has offered (and she's rejected) an undisclosed offer. Plus OP has stated the room was - in fact - less than 79 degrees (25-26 celcius in the complainant's own words), or <2 degrees off your definition of 'room temperature' (68-77).

 

The question then is what is reasonable compensation for less than 2 degrees off your definition of 'room temperature' - or 66 degrees on the cool side? What do you think? Because OP refuses to disclose what she has demanded or what HAL has offered for what IMHO is not a horrific deviation... A deviation for sure - but eligible for what compensation?

 

'Inquiring Minds Want to Known':D

[world~citizen]

I assume things will go wrong on cruises...with all cruise lines.

 

You are dealing with people and machines, and sometimes things just don't work.

 

For our part, we have a philosophy, no matter what happens, we will not let it ruin our cruise. It would not serve our interests well, and it sours the experience for certain others on the ship (tablemates etc).

 

For HALs part, I would expect that they would commit to best efforts to resolve a problem once it is brought to their attention. If that is impossible, then appropriate compensation is indicated.

 

The OP indicated they would not have even brought this issue to CC had the compensation been better.

 

I stayed in a hotel for over two weeks where air conditioning failed for three nights. Three days charges were removed from the bill - I didn't even bring it up. I always stay at that hotel now. I recommend it to others.

 

Management can turn a nasty situation into a PR goldmine with the right approach.

 

I wish HAL would do a better job than it does in these situations.

 

I am not saying a 100 percent refund as they still had transportation and meals, but a refund for the room portion of the fare and a goodwill OBC seems like something that would turn most PAX into loyal HAL enthusiasts for life.

 

HAL customer service and conflict resolution could do with a tune-up, in my opinion.:)

 

I am really sorry for the OPs experience.

 

Smooth sailing to you...

[lstrong]

Just a note to warn CCers that Ryndam definitely has A/C problems, also. Out of the 4 cabins my family booked, two were over 80 degrees. Engineering merely came in to "measure" the temperature; however, we never saw them attempt to fix the problem. Did it ruin my cruise? No, because I was with family, but I probably will not cruise on any of HAL's older ships again unless I can afford a balcony so I get get some fresh air.

 

No compensation offered until I wrote a letter of complaint to HAL - then the offer was $75/pp on board credit for the next cruise I book - good for 18 months only.

[world~citizen]

No compensation offered until I wrote a letter of complaint to HAL - then the offer was $75/pp on board credit for the next cruise I book - good for 18 months only.

 

Were you happy with the offer in the end?

 

It actually sounds pretty good to me, but I wasn't there with the problem.

 

Smooth sailing to you...

[CowPrincess]

Just a note to warn CCers that Ryndam definitely has A/C problems, also. Out of the 4 cabins my family booked, two were over 80 degrees. Engineering merely came in to "measure" the temperature; however, we never saw them attempt to fix the problem. Did it ruin my cruise? No, because I was with family, but I probably will not cruise on any of HAL's older ships again unless I can afford a balcony so I get get some fresh air.

 

No compensation offered until I wrote a letter of complaint to HAL - then the offer was $75/pp on board credit for the next cruise I book - good for 18 months only.

 

When did you experience the nonfunctioning a/c on the Ryndam? Was this on Main Deck, oceanview, midships to forward? Just curious, as that's where we saw people with a/c problems on our last cruise. And I'm booked on the Ryndam for Sept (with 3 friends who have never cruised). The only reason I'm going back on the ship is I want the itinerary.

[lstrong]

Sorry I forgot to be specific - the staterooms we had A/C issues in were 803 and 805 - main deck as I recall and near the aft elevators. 807 was fine. I actually used that room once to shower and dress for formal night as it was impossible in our stateroom. The cruise was in April 2009.

 

No, I believe the compensation should have been offered while on the cruise, not offered after a complaint letter (first one I've ever written) and limited.

 

The only reason I looked at this posting was because I wanted to avoid another ship with similar issues and perhaps help someone avoid the situation we encountered.

[karenj4546]

OMG...I NEVER expected this type of reaction!

(Sorry that I've been off, but between a 16 y/o getting her license and my Mom who is in MAJOR failing health, It's been a rough week).

 

Okay....I only read the first 3 pages. Consensus is for me to post what the offer was.... so, bear with me if this takes a lot or I make typos....I'm going to simply retype the letter and let you folks judge.

 

Dear Ms. J--------,

Thanks you for the email regarding your ms Veendam sailing on June 27, 2010. We truly appreciate the valuable feedback you have provided us. First and foremost, we are sorry for the disappointment you experienced.

We are very sorry that you encountered difficulty with the air conditioning in your stateroom, and would like to express our sincere regrets. Naturally, we strive to provide the best possible vacation experience for all of our valued guests. Because our ships are continuously sailing, there will, on occasion, be situations that arise which may require repairs. Our Front Office Staff and our Engineering Department do their utmost to alleviate such matters as quickly as possible, and to minimize the discomfort of our travelers. However, we understand that in this case the remedy was not satisfactory for the first four days of your sailing. Once again, we apologize that this problem developed and regret the resulting displeasure.

We also regret that the compensation previously offered to you did not meet your expectations. Please be assured that your concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining appropriate compensation, such as the nature and severity of the issues encountered, as well as the cruise fare paid. The compensation offered to you was not meant to place a vallue on your experience, it was simply provided as a gesture of our sincere regret for the difficulties you faced.

In an effort to express our concern for your experience, we would like to offer you additional Onboard Credit in the amount of $200.00 total. This, in addition to the $440.00 Shipboard credit you received while on board, is equal to 20% of the daily base cruise fare for the four day you were inconvienced. This credit will be built in associaton with your Mariner number, and will expire on Aug 3, 2012. The credit will auromatically be applied to your onboard account upon booking your next Holland America Line cruise. We only ask that you, or your travel professional, verify this offer with our Reservation Agent at the time of booking, to ensure that your reservation is properly noted.

Thank you, again, for your time in contactin gour corporate office anad bringing your issues to our attention. We assure you that we appreciate your feedback and comments, and hope that you will give us another opportunity to create the positive experience we knowour sailing can offer.

Best regards,

Christine Ferris

Special Advisor

Office of the President

 

 

Now...back to me....

The air conditioning NEVER worked. I have NO idea where they get the "4 days" from.

In addition to this, we bought air/transfers/hotel from these folks and they TOOK US TO THE WRONG HOTEL AND LEFT US. When we called, we got no answer, so we called the "emergency number" (look it up, you might need it) and SHE couldn't get anyone to answer, either. So, we were left to "find your own way to the hotel and come to guest services for a refund" at the start of the cruise. Well, guest services had no idea that we'd had this problem, so we had to "eat" the cost of getting to the correct hotel. This stuff was also in my letter to HA, but they focused only on the A/C.

So....20% of the base fare (guess that means we were only supposed to use our cabin for 4.8 hours a day and then for only 4 days).

I expected more out of Holland America. This was our first cruise with them....and, unless something changes RADICALLY, our last.

 

Karen

[Jade13]

deleted

[Jade13]

OMG...I NEVER expected this type of reaction!

(Sorry that I've been off, but between a 16 y/o getting her license and my Mom who is in MAJOR failing health, It's been a rough week).

 

Okay....I only read the first 3 pages. Consensus is for me to post what the offer was.... so, bear with me if this takes a lot or I make typos....I'm going to simply retype the letter and let you folks judge.

 

Dear Ms. J--------,

Thanks you for the email regarding your ms Veendam sailing on June 27, 2010. We truly appreciate the valuable feedback you have provided us. First and foremost, we are sorry for the disappointment you experienced.

We are very sorry that you encountered difficulty with the air conditioning in your stateroom, and would like to express our sincere regrets. Naturally, we strive to provide the best possible vacation experience for all of our valued guests. Because our ships are continuously sailing, there will, on occasion, be situations that arise which may require repairs. Our Front Office Staff and our Engineering Department do their utmost to alleviate such matters as quickly as possible, and to minimize the discomfort of our travelers. However, we understand that in this case the remedy was not satisfactory for the first four days of your sailing. Once again, we apologize that this problem developed and regret the resulting displeasure.

We also regret that the compensation previously offered to you did not meet your expectations. Please be assured that your concerns were reviewed thoroughly before this offer was made. We take various factors into account when addressing guest concerns and determining appropriate compensation, such as the nature and severity of the issues encountered, as well as the cruise fare paid. The compensation offered to you was not meant to place a vallue on your experience, it was simply provided as a gesture of our sincere regret for the difficulties you faced.

In an effort to express our concern for your experience, we would like to offer you additional Onboard Credit in the amount of $200.00 total. This, in addition to the $440.00 Shipboard credit you received while on board, is equal to 20% of the daily base cruise fare for the four day you were inconvienced. This credit will be built in associaton with your Mariner number, and will expire on Aug 3, 2012. The credit will auromatically be applied to your onboard account upon booking your next Holland America Line cruise. We only ask that you, or your travel professional, verify this offer with our Reservation Agent at the time of booking, to ensure that your reservation is properly noted.

Thank you, again, for your time in contactin gour corporate office anad bringing your issues to our attention. We assure you that we appreciate your feedback and comments, and hope that you will give us another opportunity to create the positive experience we knowour sailing can offer.

Best regards,

Christine Ferris

Special Advisor

Office of the President

 

 

Now...back to me....

The air conditioning NEVER worked. I have NO idea where they get the "4 days" from.

In addition to this, we bought air/transfers/hotel from these folks and they TOOK US TO THE WRONG HOTEL AND LEFT US. When we called, we got no answer, so we called the "emergency number" (look it up, you might need it) and SHE couldn't get anyone to answer, either. So, we were left to "find your own way to the hotel and come to guest services for a refund" at the start of the cruise. Well, guest services had no idea that we'd had this problem, so we had to "eat" the cost of getting to the correct hotel. This stuff was also in my letter to HA, but they focused only on the A/C.

So....20% of the base fare (guess that means we were only supposed to use our cabin for 4.8 hours a day and then for only 4 days).

I expected more out of Holland America. This was our first cruise with them....and, unless something changes RADICALLY, our last.

 

Karen

 

Karen, thank you for posting more details. I am sure you will find various opinions.

 

I think the issue here is that HAL gave you OBC in the amount of what was supposed to be 20% OBC for days inconvenienced in a stateroom with unacceptable A/C. You were given $440.00 OBC while onboard, and I assume at the time HAL thought the issue was resolved.

 

Now they are offering an additional $200.00 OBC for another cruise. Essentially total is $640.00 OBC.

 

I guess the question is whether any amount of OBC for a future cruise would be acceptable to you? I am not an attorney but usually when someone accepts an offer, they have settled and issue is closed. I don't know about the 4 days but guessing it corresponds to when they gave you the OBC? They must have told you how they came up with that number? It's not a simple $50.00, $100.00, or $200.00 OBC.

 

Regarding the issue with the transfer, you post isn't totally clear. You were left at a hotel and than found out there was no reservation for you there? Was this a transfer that had folks on the same bus going to different hotels, causing confusion? HAL should have reimbursed your taxi fare if you needed to get to the correct hotel. I would agree with that.

 

What do you want and feel is acceptable? You can't stay on the ship for the entire cruise, eat the food, enjoy the ports and then expect a full refund (I am not saying that is what you are asking for). You would have a better case if you had left the ship right away and then demanded a refund.

[sail7seas]

I don't mean to sound critical in any way....... but I am confused you would not have known the name of the hotel where you were to stay and didn't notice when you drove up that the hotel name did not correspond to where you had your reservations? Most hotels display their name rather clearly. Please do not think I'm being snarky but I'm wondering why you got off the bus; why you didn't indicate to the driver you were at the wrong place.

 

Sorry for the difficulties you experienced on this vacation. It certainly was less than you hoped for.

 

[kelmac]

How did that happen?

 

Hi Jade,

 

I don't want to go off topic -- don't have my flame proof suit on. :)

 

Here is an old review that has some of the info:

 

http://boards.cruisecritic.com/showthread.php?t=1007628&highlight=maasdam+new+england+cruise

 

Enjoy!

Kel:D

[karenj4546]

Wow...just finished the entire thread. It really made me think about how a subject can change!

I really didn't intend to bring up the hotel (and I didn't bring up the toilet in 416 which vomited twice ALL over the bathroom). For any interested, there was NO SIGNAGE at the first hotel which told us we were at the wrong place! Not until we got ourselves to the Hilton Garden Inn, did I see anything approaching a sign. Also, I was distracted. I did tell you that I was one of 6, right? MIL and FIL, DH and myself, and two teenage girls. Okay, I was distracted, but good grief! The HAL rep at the airport (who brought her young kid) told the guy and so did I....

 

The point that I'd like to now make is that we were not offered a credit. We were TOLD that's what we'd get. And, I told them that I wasn't interested. So, we got a letter from them onboard which states, in part, "This letter is in reference to our conversation of this morning wherein you advised us that you find the compensation offer sent to you, unacceptable". Then, we were advised, "For your reference, we have listed the address of our Seattle office, should you prefer to pursue this matter with them upon your return". My rant is that there should be working air conditioning on a ship traveling to tropical ports! The letter which I typed out was HAL's response to our problems.

I've also not mentioned that I did ask where I could sleep on the ship. I was told that the ONLY place I was allowed to bunk down was my cabin. Believe me, I thought of the atruim or the Retreat pool!

Please, also remember that we're talking about 2 ADJOINING CABINS! It's not just me (50 years old and hot-flashy) who was impacted, it was 4 of us. Our total, not including airfare, hotel, and the other cabin (which my FIL said was too cold) was well over $6,000. If you folks think that $640 is just compensation, go for it and cruise on this ship.

[HeatherInFlorida]

Karen, I just want to express my sympathy for what appears to me to just have been one mess on top of another ... almost like you were doomed from the start on this particular cruise. I'm also very sorry about your Mom; I've been down that road a few times and it can be all consuming.

 

I wouldn't be happy with this offer either because I don't personally feel onboard credits make up for what you actually spent for the cruise itself which presumably included A/C in your cabin.

 

Who's to say you would have spent $440 onboard? I know most people do, but not everyone. And as for future credit of $200, who's to say you ever want to return? In your position, I'm doubtful I would.

 

Again, it's clear from this letter that HAL continues to deny an ongoing problem instead taking each incident as isolated.

 

Thank you for your post. After the last 20 or so posts I thought I was on a different thread in a different universe.

 

This is deliberate:). I've seen it happen on other threads ... it's a diversion tactic and sometimes it actually works.