We recently returned from the eastern Caribbean cruise aboard HAL’s Nieuw Amsterdam which sailed from Ft. Lauderdale January 23rd for seven nights. I would like to offer my comments about this vacation trip. For the record; we have cruised approximately 14 times in the past on several cruise lines, mostly on medium sized ships such as the Nieuw Amsterdam. These cruises have included various destinations around the world, including a transatlantic trip. We had sailed once before with HAL on the Noordam in 2010 and loved it. We have always elected a verandah stateroom or mini suite as our accommodation, and spend a lot of time on the verandah for activities such as coffee and juice early in the A.M., reading, relaxing, socializing with the group that we generally cruise with, and taking photographs of scenery, ports etc. (I consider myself an advanced amateur photographer.) Just to be fair to HAL, we had originally booked a 14 night back to back cruise departing earlier in January, but reduced it to a seven day cruise to be in synch with our cruising group, who booked the seven night cruise. We had changed these accommodations at least five months before the cruise, and were assured that we would receive the same cabin class (superior verandah) that we had originally booked. I began to get suspicious when we were not given a room assignment until around 2 weeks before embarkation. Our travel agent had been checking with HAL and assured us that there would be no problem. Finally, we received an email from HAL allocating us a VQ stateroom on Deck 11. On the internet, it appeared to be a Spa stateroom with a verandah, but I called HAL just to confirm, because Deck 11 was a little isolated with only 10 similar rooms on that deck. The first person we talked to said that the verandahs on deck 11 were only “viewing verandahs” and didn’t have room for seating etc. When I called our travel agent to complain, she also called HAL and was told that on the Nieuw Amsterdam, the Spa VQ verandahs were standard size, and not to worry! I also called and was told the same when I gave the agent our cabin number. She even asked me to hold while she confirmed that fact with her supervisor, who did indeed confirm a “regular” verandah. When we finally boarded, we found the VQ room to be fine, but the verandah on deck 11 was much smaller that other verandahs on the ship, or the VD cabin we had originally booked.
Our cruise mates who were in VD rooms confirmed this observation. The two small chairs and tiny table barely fit. If you sat in a chair facing the water, your feet were practically in the drain gutter at the front of the verandah. Needless to say, we did not spend a great deal of time on our verandah and missed out on one of the prime reasons we cruise. When we registered a complaint at customer service, we were told that “you got what you paid for” and the ship was full. Technically, the service representative was legally correct, as with all the legal disclaimers in the contract, we probably could have been put up in a storage bin! My beef with HAL is that even after inquiring, we were misled about the balcony, and we could have been told when we changed our arrangements months before that we could wind up in such a cabin. I would caution anyone getting a cabin on Deck 11 to check with HAL about the verandah size before accepting a reservation there. Deck 11 otherwise is a neat location, being somewhat isolated but containing the Explorers Cafe and Crows Nest, one of our favorite places on the ship.
Having been rather critical so far, I think in fairness to HAL (I wish they were as fair to me,) I should state that:
The entire crew and staff including those in the cabin areas, food locations, venues etc. were all above excellent and helpful. The food and service in the main dining hall and Pinacle Grill was excellent. The food in the buffet areas was quite satisfactory. The ship itself was very elegant and ergonomically laid out. If it weren’t for our verandah issue, we would have had a great time. Unfortunately, the cruise left us with memories of a poor experience, and a negative opinion about HAL. We did mention these complaints in out exiting comments document, but we have yet to hear from HAL.