hollandamerica.com Reviews
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2.2 / 5
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382
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hollandamerica.com Reviews
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John Clayton
April 3, 2026
Ship Great - Shore Excursion Experience Poor
We are 3-star Mariners, and used to love Holland America. We just completed a 41-day Grand World segment. The cruise was excellent. The dining and room staff were excellent. The shore excursions were generally OK, with one major exception.We paid for a two-hour tour of Townsville, Australia. When we got on the bus, the guide fooled around with the microphone a bit, and finally convinced himself that it was working, even though the majority of the passengers kept telling him that they could hear very little. Mid-way through the "tour," the microphone quit working altogether. The guide's solution was "just move closer to me." That was stupid, as the bus was 80% full, and there were no vacant seats anywhere near him. This "tour" ended-up being a two-hour drive through Townsville, locked in a tour bus with no stops and no idea at all what we were seeing, or why it mattered. Most of the passengers were angry, and shared their feelings with us, which corresponded with our feelings. When we returned to the ship, I wrote to the Shore Excursions people, describing the "non-tour" that had taken place. Their solution? "We will give you 30% of the tour cost back." That's like saying "we messed up on your brain surgery, so we won't charge you for the sutures." We wrote to HAL, and got the same lame answer back -- "Giving you 30% of the excursion ticket price back should make up for our sub-contractors inability to run a bus tour." We are very angry with Holland America about not stepping up and refunding the full price that was charged. The sub-contracted tour provider should have been made to refund the full price of the non-tour to Holland America, and the passengers who thought they were paying for a guided tour should be refunded 100% of the tour price.
George Rockefeller
April 1, 2026
My extremely bad experience with Holland America cruise lines
I am retired and have travelled about almost all major cruise lines. No doubt, Holland American is the worst cruise line. We travelled on Holland American twice: the first trip is Australia and New Zealand. the second trip is South American. After the first trip, I really complain their food and the way they serve the food. On the ship, they do not allow customers to get the food by yourselves, including Buffets. You have to stand in long lines waiting the servers to serve each Customer. You feel like in prisons and you have no choice for the food. It is only cruise ship company which does not allow customers to get the food by yourselves. The ship is very small and very old. The both ships to Australia and South American are identical in size and structure. The really pissed us off is the second trip South American trip, they gave us a room extremely noisy because it is close to the ship central AC system. it is so noisy that we can not sleep. The second nigth, my wife could not sleep and went to their Customer Service complaining, They did not apologize, cold face. they do not have any reserved rooms to switch us to. Since the ship is very small and they want squeeze every penny out their rooms, they do not have any other empty rooms to switch us to. They sent multiple technicians trying to fix the noise, but they can not. after many tries, the chief engineer of the ship told us the ship is too old to fix the AC system, unless they replace the whole ship's AC system which is not possible. They did not apologize, they did not give us any discount or compensation for our 17 days suffering. We have to sleep on the public areas during to make up our loss sleep. it caused us very serious headache and pain. Their Customer Service does not care. each time we complained to them, they had long face and very unprofessional . You feel like dealing with Mafa instead of a big cruise ship company. Our friends was very surpised to know this because, they have some room noisy issues with Princess cruise ship, but, Princess Customer Service immediately apologized to them and switch them to another quiet room. Not only this, for their next trip with Princess, that Princess Customer Service offered free upgrade from interior to balcony. As comparison, you can see how Holland American handle their customers badly, my life time will not travel with this company, my advice to all of you, DO NOT travel on the Holland American !
GILLESPIE
March 14, 2026
Holland America never book online, no customer service
Jan 26 I booked a cruise on line for Jul 26. Always use a travel agent or other third party if you want to enjoy the Holland America booking process. Worse mistake I ever made was doing it on line. Once booked no one to talk too no booklets or documentation of any sort, just invoices. 2nd mistake I paid up front about $14K with insurance after spending 2 weeks trying to find out how to contact someone to change a flight I was told I would have to pay for the flight up front before the airline even listed it. Another week of emails, attempts to call, and on line frustration finally found the trick to making their on line chat work and was able to cancel the cruise, it cost me over $1K to be frustrated, disappointed and massive amount of time wasted for over 3 months. The final decision point was during the "chat" to cancel. No apology, no consideration offered, no solutions, didn't even care why I was cancelling. Everyone I talked or communicated with in their bureaucracy only dealt in one narrow area! Everything else meant wading through phone or internet for several hours to try and get in touch and find an answer. If this bureaucracy extends to their ships I wouldn't want to be on it since you are a literal captive.
jeffs m
March 11, 2026
Deceptive Advertising/Sales
Booked a cruisetour to Alaska. Opted for the "Have it All" package that includes " Shore Excursions, Drink Package, Specialty Dining, and Wi-Fi"Only provides a $100 credit towards shore excursions. Only one available at $155. Turns out that the stay at Holland America's Denali hotel does not include meals. Meal package is $339/per person for 2 days. Photos of burgers and citing a turkey and cheese sandwich. No other dining options nearby.
Jessica Kromm
February 25, 2026
HORRIBLE CUSTOMER SERVICE WITH BILLING
This was my first cruise with Holland America. I have been on other cruise lines in the past, but not with Holland America. The people on board seemed very pleasant, but it was when I received my credit card statement that stopped me in my tracks. I had $1,200 in unknown fees charged to my credit card. When I asked for assistance via email and sent them the list of charges I was asking clarification for, they ignored me. I purchased a beverage package and believe the majority of the charges were related to the beverages I that I had, but were not properly billed to the drink package. I specifically addressed this in my communications with them, but no one ever responded to my inquiry. This is not good customer service and I am appalled. I will never use this cruise line again. It has been over two months, still no response.
Thomas
February 15, 2026
Holland America Uses "Bait and Switch" Marketing
Because I have cruised with Holland America previously, I receive mailed "Private Sale" brochures that supposedly offer cruise fares not otherwise available. Recently, the day I received one of these Private Sale offers, I decided to book one of the cruises that had a fairly good fare. However, when I called Holland America, I found out that the price per person had risen by $185. Thus, it was obvious that, with these Private Sale brochures, Holland America is engaging in the unscrupulous marketing practice known as "bait and switch." The company attempts to excuse its conduct by pointing to the tiny footnote on the brochure that simply says, "Subject to availability." So they send out tantalizing cruises with good fares, only to pull the rug out from under consumers who attempt to purchase the cruise at the advertised fare. Had I waited to try to book the sale fare at the end of the sale period, I could understand their saying that that fare was sold out, but, when sale fares are unavailable at the beginning of the sale period, that smacks of the unscrupulous practice called "bait and switch."
Steve Shaw
January 29, 2026
Rating as one star because zero isn’t…
Rating as one star because zero isn’t an option. Recently traveled on the Nieuw Statendam on a Caribbean sailing. Couldn’t say more positive things about the crew and the ship. My negative comments reflect solely on the Head Office. Prior to the trip,, I called Holland American to book some additional trip perks,, laundry and Club Orange. I was told laundry was $70.00 USD and Club Orange was $350 USD. Agreed to both and both transactions were paid on a USD credit card. When the bill came in, the two charges were on listed, $70.00 USD for laundry, but 377.80 for Club Orange! I have sent numerous emails, many phone calls to try to resolve, but no luck. I was told that Club Orange was converted from USD to Canadian dollars, then charged to my USD card, which then converted the amount back into USD, which accounts for the difference. Apparently they treat one upgrade differently than the other, as they say that Club Orange is a cost of your voyage and must be converted to the currency used at time of booking, whereas laundry is different! In any case, I am out the difference. I am not sure why they couldn’t just credit me with the difference between the two figures.
Kathleen Cornelius Rausch
January 21, 2026
Customer Service Rep. Masonya was amazing.
We needed some help making sure we got the right documents after having updated our cabin, so we contacted customer service. Masonya was our customer service rep. and she was wonderful. She listened to us carefully, spoke English perfectly and so was easy to understand (we are in our 70s), she answered all of our questions, was very friendly and emailed us all the information we needed. Masonya was exceptionally professional in an age when customer service is usually not helpful. This is the first time we are cruising with Holland America, but if the service on ship is anywhere as professional as the service that Masonya gave us, we will be cruising with them every year.
Eondee Mimo
January 12, 2026
Rachel from the Dining Room is at Nieuw Amsterdam Holland America, be prepared. She's the opposite of Friendly!
We purchased and boarded Holland America Nieuw Amsterdam ship 7-day cruise Mexican Riviera January 2026 hoping to have a wonderful time. Cruising is not like ordering a combo with fries and drinks nor something that comes along frequently at times in a month or a year, you need to have more than enough money saved to be able to afford it! Family members and friends I know haven't been lucky enough to get on a Cruise their entire life. Such entity should have protocol and properly train their managers. They are a very large corporation to be representative by a heartless employee like Rachel from the Dining Room of Nieuw Amsterdam Holland America. If Rachel was expecting hard work from her team members, she should be expected to deliver the hardest specially to ALL their guest on board. The GUEST are the reasons they're sailing in the Sea so guest must be treated with kindness and respect. Her badge must include these qualities to attain happy guest and frequent passengers. Lacking friendliness, professionalism and all said traits will lead guest to give bad comments and complaints.
Kathleen Rausch
December 29, 2025
Website can not be corrected or navigated
Website can not be corrected. You hit the EDIT button, make changes, hit confirm, and its all gone. Trying to navigate this webpage is like going back to the 1990s, but at least in the 1990s we had good customer service.
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