Will never sail with Holland America again,

Maasdam Cruise Review to South Pacific - Australia

Cruises: 4-6 cruises
Review: 1
Helpful Votes: 12

Overall rating:

2 out of 5
Maasdam

13 Night New Zealand & Australia (Auckland To Sydney)

Sail date: January 02, 2017

Ship: Maasdam

Cabin type: Suite

Traveled as: Large Group

Reviewed: 4 years ago

Review summary

We booked a cruise for New Zealand and Australia on board Maasdam from Auckland to Sydney starting on 1/2 through Costco..  Unbeknownst to me, they placed us right below the smoking level bar where all smokers congregated.  All member of my family are extremely sensitive to smoking and as you can imaging, it was unbearable. I personally get headaches for several hours after I inhale second-hand smoke.  We had to keep the doors closed for most of the trip or had to endure enormous amount of smoke coming into our room even if we left it open for a just  few minutes. Why they would place the smoking area right around the suites is beyond me.  I would never have paid the extra money and gone on this trip if I knew this was the case.  We would be better off if we just had an interior room and we would have save a lot of money and hassle.  The worst part of all this is the attitude of the guest relations people.  They did not seem too concern with my problem until I insisted that they look into the situation. However, there were no apologies and head of the department, Mr. Hernandez, did not try to switch room for us after the initial attempt.  It was not until after I talked to Costco that I realized there are people coming off the ship at all the ports.  He would not even acknowledge me when I saw him. In additions, the Costco manager can not even find any information on smoking on the suite level at the Holland America website.  After I filed my complaint to Costco, the guest relations supervisor still refuse take responsibility with no apology forthcoming.

 

Adding insult to injury, the non-caring attitude of the corporate office was even more unbearable.  They told me that a manager would get in touch with me and after 2 weeks there is still no phone call.     

 

My family have taken two cruises with Holland America (both suites) and we had no problem with our first cruise to Alaska.  As matter of fact, vast majority of the Indonesian crews were extremely friendly and helpful - that is why we decided to go back to Holland America the second time.  Unfortunately, after the way I was treaded by Holland America, they have lost a loyal client for life.

 

Ship experiences

Food and Dining

3 out of 5

Onboard Activities

3 out of 5

Entertainment

3 out of 5

Children's Programs

3 out of 5

Service and Staff

1 out of 5

Ship Quality

3 out of 5

Cabin / Stateroom

1 out of 5
We booked a cruise for New Zealand and Australia on board Maasdam from Auckland to Sydney starting on 1/2 through Costco.. Unbeknownst to me, they placed us right below the smoking level bar where all smokers congregated. All member of my family are extremely sensitive to smoking and as you can imaging, it was unbearable. I personally get headaches for several hours after I inhale second-hand smoke. We had to keep the doors closed for most of the trip or had to endure enormous amount of smoke coming into our room even if we left it open for a just few minutes. Why they would place the smoking area right around the suites is beyond me. I would never have paid the extra money and gone on this trip if I knew this was the case. We would be better off if we just had an interior room and we would have save a lot of money and hassle. The worst part of all this is the attitude of the guest relations people. They did not seem too concern with my problem until I insisted that they look into the situation. However, there were no apologies and head of the department, Mr. Hernandez, did not try to switch room for us after the initial attempt. It was not until after I talked to Costco that I realized there are people coming off the ship at all the ports. He would not even acknowledge me when I saw him. In additions, the Costco manager can not even find any information on smoking on the suite level at the Holland America website. After I filed my complaint to Costco, the guest relations supervisor still refuse take responsibility with no apology forthcoming. Adding insult to injury, the non-caring attitude of the corporate office was even more unbearable. They told me that a manager would get in touch with me and after 2 weeks there is still no phone call. My family have taken two cruises with Holland America (both suites) and we had no problem with our first cruise to Alaska. As matter of fact, vast majority of the Indonesian crews were extremely friendly and helpful - that is why we decided to go back to Holland America the second time. Unfortunately, after the way I was treaded by Holland America, they have lost a loyal client for life.
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