Zaandam Cruise Review by Gemlea: UPS AND DOWNS
Overall Member Rating
UPS AND DOWNS
Embarkation: Hong Kong
Our port of embarkation was Hong Kong and the boarding process was good apart from numerous Visa forms we were handed, and which had to be completed (balanced on your knee) prior to boarding. The formal process of checking passports, tickets, credit card details etc etc is always a bit fraught, so when a handful of forms are added to the mix, it's not conducive to you remembering to read all the small print. It wasn't until much later in the cruise that we found out that by signing those documents without question, we were accepting an automatic on board charge for two Vietnamese visa's and a further visa for Cambodia -- regardless of whether we were getting off the ship or not. My annoyance is not in whether the laws of each land visited forced Zaandam to make these charges, it was that the first we knew of it was at embarkation. HAL seriously need to get their act together and provide customers with these details at time of booking.
Our cabin was ready as soon as we got on More board, and our luggage arrived very soon after. The overall impression of our cabin was one of refined elegance but you couldn't help noticing that the fabrics were in need of upgrading. The balcony was roomier than most I have had in the past with two chairs and a recliner along with a small table. The bed was the comfiest I have experienced on a cruise, and in the bathroom, the shower pressure was just right. I liked the large soap, shampoo and conditioning dispensers on the wall in the bathroom -- saves all that fumbling with small plastic bottles that invariably fall at your feet once opened. One niggle: I have never seen a cabin with so much drawer space -- at least 16 in ours! But not one of them was easy to open -- nail breaking stuff. And once you'd stored items away, it took an age to remember which drawer you'd put them in! That might be age related, but hopefully a re-fit will make the space more user friendly. The only other problem we had was shared by nearly all cabins on the starboard side of Deck 6 and also affected the toilets in public areas. On at least 3 occasions during our cruise, the toilets stopped flushing. Some cabins were even flooded. The problem was addressed and corrected quite quickly each time, but the accompanying smell wasn't nice whilst it lasted.
Our first night on board was berthed in Hong Kong harbour. We were lucky enough to be there for Chinese New Year and particularly to enjoy the New Year Parade. On checking our cruise personaliser a couple of months prior to sailing, Zaandam were not offering any tours to the parade, so we (along with quite a large number of fellow Cruise Critic Roll Call members) decided to pre-book with a local HK agent for a tour which included Dinner & reserved seats for the parade which were in close proximity to Ocean Terminal where the ship was berthed and due to sale at 11.00 p.m. the same night. All was fine until we received in our cabin "Special Embarkation Arrangements" informing all passengers that HAL and the Hong Kong authorities required everyone to be on board by 5.00 p.m. on the night of the Parade, so that passports could be checked personally -- deck by deck -- and that once this had been done, nobody would be allowed off the ship. Did I say everyone? Well I should have said everyone EXCEPT all those passengers who had paid for a HAL arranged tour (including a Parade tour which had been organised at the last minute!!). They were allowed to return any time up to 10.00 p.m. !! You can imagine how busy the Front Desk became with irate guests who had similarly made their own plans for their last night in Hong Kong. It was well after midnight and during my fourth trip to the Front Desk that I received a glimmer of hope that our prior made independent arrangements would be honoured and dealt with in the same manner as the HAL trips. All it required was a list of names of the persons on our independent trip and a note of their cabin numbers -- job done. So common sense prevailed at the end of the day, but how many fellow passengers did HAL upset? I definitely got the impression that we were an annoyance to them -- how dare we -- as mere passengers -- interfere with their arrangements. In my opinion, the Zaandam is either being very badly advised, or else HAL as a cruise line feel they no longer need to put their passenger's enjoyment first.
Zaandam's staff were great. We couldn't fault their willingness to help and friendliness when called for, but there was just something lacking, compared to staff on other ships we have enjoyed. Maybe HAL have cut back on numbers which means their willing staff have less time to pay attention to small detail and interact with passengers. We were "Anytime" dining in the Main Dining Room, but it soon became apparent that the ship isn't built to easily accommodate this system. As on other cruise lines, the system operated when a table is not available when you arrive is to be handed a "buzzer" which shrieks at you when a table of your required size does become free. Unless you are happy to stand around at the entrance to the Dining Room, the closest place to sit and enjoy a pre-dinner drink while you wait is one floor down -- and then it is only a Lounge which requires a further walk towards the Atrium of the ship to obtain drinks. Invariably, by the time we had walked to the Lounge, and then waited for our partners to obtain drinks and return to the Lounge, the "buzzer" would sound! This noise then accompanied you (to the amusement of fellow passengers), whilst you collected your drinks, walked back through the Lounge, up two flights of stairs (or one stop in the lift), and arrived back at the entrance to the Dining Room. Larger and newer ships offering the "anytime" option invariably have bars on the same level and closer to the entrance to the Dining Room -- much better.
Our normal practice on any cruise is to pre-purchase & pre-pay for a Wine Package. This we did with HAL -- but beware anyone thinking of doing the same thing. We have no complaints about the choice of wines, nor even the price, but there is a total lack of organisation in being able to obtain a bottle of your pre-paid for wine, and have it delivered to your table anytime sooner than half way through your main meal. Indeed, we were three days into our cruise before we even managed to get a bottle delivered to our table AT ALL ! Yes, we did complain -- in as polite a way as possible so as to not cause embarrassment to fellow diners. We eventually involved the Head Sommelier who personally took our order, and returned just a few minutes later to say that they had run out of our particular choice!!! His replacement recommendation was very good however, so not a real issue. Things were looking up, but because the wine was so late in arriving at our table, we were unable to finish the whole bottle. No problem, we were informed. They just write your cabin number on the bottle and keep it for the next night. Now this system works on every other ship we have been on, but yes you guessed it, it doesn't work to well on Zaandam. It may work on other HAL ships, but this one seems to lack any kind of organisational skills. The staff on the ground are only as good as the organisation behind them, and the food and beverage wait staff are being badly let down. After complaining again to a senior wine waiter on the eighth night of our cruise (and only 3 1/2 bottles into our package!!), we were told that our best course of action in future was to look for him personally each evening and ask him to find our wine. Otherwise, he informed us, you will keep encountering the same problem!! It was nice of him to try and personally avoid any further problems for us, but he shouldn't have to. Instead, we decided to avoid any further angst in the MDR and enjoyed a few evenings in the Buffet Restaurant where we encountered a wonderful wine steward who had no problem finding our wine and delivering it to our table in good time for us to fully enjoy it with our meal -- result! To be fair, the wine steward in the Buffet wasn't exactly overworked, so I put it to you HAL, give your employees sufficient time to do the job correctly and they will. In fact, we found the food served at Dinner in the Buffet Restaurant to be of excellent quality and beautifully presented. Our only complaint in this area was that half of it closed around 7.30 p.m. each evening, and the shutters came down on the remaining half at 8.00 p.m. prompt. I should also mention that we could find no fault with the food served in the MDR. Everything was well cooked and well presented.
Having previously cruised on much larger ships than the Zaandam, I was concerned that I would find it too small. This was not the case. I loved the overall feel of the ship which gave an air of refined elegance, with lots of extremely comfortable areas to sit and enjoy a book or just relax looking out to sea. The entertainment wasn't as glitzy as RCI, but it was sufficient for this port intensive cruise. I'm not sure it would be sufficiently stimulating on a longer cruise.
We enjoyed the Cinema on a couple of occasions, but beware of the "Popcorn Rush". We were new to HAL, so were not aware of this daily ritual where a tray of popcorn is delivered as the lights go down. Anyone standing in the way would be flattened!!! Our British reserve resulted in no popcorn for us, but we were ready for them on our second visit -- another result !!
In summary, we actually enjoyed Zaandam. There are lots of things that could be improved, but we didn't let them spoil our holiday. I'm not sure I would take a lengthy voyage on this ship, and I think HAL is struggling in getting ASIA right. I am more inclined to look at HAL for an Alaska cruise which by all accounts is where they shine best. Less
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