As frequent travellers, we are used to backpacking, expeditions, and vacations in 1 to 5 stars resorts, all inclusive or not, on all continents, but we never travelled with a large cruises ship.
Yes, we had preconceptions about cruises, on their misuse of obsolete maritime transport laws to create tax free tourist resorts. Or their bypass of immigration laws and hiring cheap labour from around the world.
However, listening to enthusiastic cruise adepts, we expected that this trip will made us change our minds.
On the positive side, we found the international staff very kind and helpful. But we did not meet many Spanish speaking staff.
This HAL cruise surprised us by the very similar customers aboard: mostly white couples in their seventies. As cosmopolites, somewhat younger, we enjoy more age and racial diversity, and it was strange to be in such finely targeted crowd.
There was a double talk when it comes to environmental creeds, which are emphasized by HAL especially when it comes to save money for the operation, like to remind you avoid changing your towels frequently. The plastic water bottles sold in your cabin are from Europe. Fortunately, there is little plastics items used for the food service. Food is not supplied locally, everything came from US, for the whole cruise. Quite some paper spoiled with the leaflets advertising for the shops aboard.
To be serious about environmental virtues, we should bear in mind that this form of sea transport use four time more fuel per passenger than a modern airplane. The 750 litres of fuel used by passenger for this 2 week cruise correspond to what I use a year with a car.
And worse, after the booking, I had the feeling to be framed in a well rehearsed marketing process, with an objective to make me spend a maximum as I spend time with this company. A lot of staff and accessible surfaces on the ship are meant to bring additional income. I would have preferred a better service. The number of additional charges, and the high price of them perfectly reflects this financial objective.
The time to spend on shore is very limited and the excursions highly priced. Come on, why charge $120 pp for a short visit to San Diego zoo?
Before the cruise
The call centre did not properly answer our questions before booking, as we noticed later.
The booking process is cumbersome, with too many computer glitches encountered with browsers (I tried Microsoft explorer, Edge and Android). Some beta testing by HAL would be beneficial.
Even we booked long in advance, HAL’s website, contrary to claims, did not allow us to book an hotel in FLL. The only choice offered was at $12000 per night. We booked elsewhere at a reasonable cost.
Due to a light handicap, HAL requested additional documents for the cruise, and the details about these documents was not provided by HAL. We had to consult elsewhere. Due to the same condition, we booked our flights directly, and had also to organize our own transfers.
The web checking process difficult, again with too many issues with browser. And finally, the departure flight information was requested again by HAL on the ship.
I had also to sign an abusive long contract, which I should better have read before booking. In a summary, it reads ‘HAL is not responsible’. Eg the amount covered for lost luggage are ridiculous low.
Embarking
Very noisy hall at FLL terminal, it was hard to sustain a conversation in it. Luggage handling was OK, but with some delay.
At the counter, it took long because person there did not know how to handle our special documents. Finally, we were asked to go to customer desk to have copies of our extra paperwork (even they had to be emailed to HAL before the cruise)
For doing so there was a long waiting line at the customer desk. The customer desk clerk made copies of these documents, but forgot to return one original. Glad we checked, so we could get it back.
The dinner time requested at booking was changed by HAL to less favourable to us, without explanation or excuses. It was difficult to have it changed afterwards.
Even so, we were surprised by the absence of hosting from staff, in the sense of grouping people by affinities or languages.
The second day of the cruise the customer desk requested again these documents. We had to elevate the tone and threaten to file a complain about harassment before we suddenly got to talk to somebody reasonable.
In conclusion, the customer desk staff is not competent for anything but routine. The coordination between headquarters and the ship seems poor. Too long waiting time to access the customer service desk.
Ship
More than 2000 passengers. A dining hall and a self-service restaurant (plus 3 speciality restaurants, accessible at an additional high charge). Large surfaces devoted to shops, casino, photography, spa, wine cellar and other income generating activities.
Not much space left for sports. Outdated decoration, interior brass and gold plated, in fifty shades of beige. Display of art not curated.
More than 800 employed on the ship. Seems quite a high figure, but a share of staff is in income making activities at casino, spa, jewellery shops, excursions. And there is also the sailing, navigation crew, and the maintenance crew counted in it, so we understand that the customer service crew or hotel staff was overwhelmed.
As welcome drink, we observed the desk selling beers, bottled water and soft drink cans. One day as we returned to the ship we were offered a glass of water and a refreshing towels. The other days nobody was around.
The number of elevators is insufficient with such high proportion of customers with mobility issues. Expect to wait.
The best spots for seating outside on the deck are covered with a tent and named ‘cabanas’ and accessible only at an additional fee, and left empty most of the time.
The Neuw Amsterdam is not so new anymore, and the maintenance was done during the cruise. Unfortunately, we were nauseated by the smell as the whole hull was getting a new coat in Puerto Vallarta, or as the handrails were varnished, or at sea when the upper part of the ship was repainted. More precautions should have been taken to avoid unhealthy solvent be pumped in the air-conditioning system. We had to vacate our cabin. And so, HAL saves on ship yard.
Last day ‘at sea' we refused to leave the stateroom to allow for more scheduled maintenance, in that case, a wet carpet cleaning.
On the day of arrival, we could not access the patio again, as the outside of ship was undergoing more M&R.
Cabin (called stateroom)
Small. Balcony (pompously named verandah) allows for two chairs. The safe was not ok, as its battery was low. We had to wait quite long in the room to have it fixed. Clean, except stained sofa, walls and bed cover. On windy days, to avoid draft and strong whistling, we patched the patio door joints with duck tape. Fridge hardly cold. TV entertainment not as good as on an airline. Sink with cracks. Cabin due for an update.
As the weather got colder at the end of the cruise, we were surprised that the air-conditioning could not to be disconnected, even temperature went too low. With a non-responsive customer desk, it took 10 hours to be fixed.
Food & beverages
Generally speaking noisy restaurants.
Room service at no additional charge for a limited selection of dishes or drinks, or with an additional charge for others. Breakfast was delivered half an hour before requested time, with the explanation ‘It is a busy day’. Slow on some other days. Breakfast time at restaurants should have been adjusted for early arrival at port of call.
Dining hall
The dishes served did frequently not correspond to the pretentiously redacted menu, with ingredients listed missing or substituted. Obviously, the cooks did not read the menu, or tried to do savings on ingredients. Eg Grand Marnier, truffles, half avocado, maple syrup.
Meal after meal, the comparison of the dishes with the ‘fancy’ menu became a subject of laughter. We had fun with the leftover potato soup was renamed Sunchoke Soup on Gala Night.
Generally speaking rather poorly presented dishes with bland taste.
Service was kind, but staff overwhelmed. Not trained to handle dishes, bottle and glasses quietly. It generally took 1 ½ hour for a seated dinner. Nice white tablecloth and tableware, and even a flower. Too many breaded dishes like scallops, sweetbread, sole, chicken ‘pillard’. Large parking area for scooters.
Self service restaurant Lido
No available tables as many tables for 4 are taken by couples or singles, even for filling the daily (free) crossword. To choose your table, arrive early! Chairs adapted for high BMI.
Large choice of food, put on a plate by the staff at the stations where you line up. Due to communication issues, we frequently got too large servings. By the end of the cruise we got the impression that some buffet dishes were left exposed too long, like dried out mexican rice or sour smelling beans.
Exaggerated additional charge for speciality restaurants. The ginger lobster served at the ‘fusion’ Tamarind was excessively salted. We did not visit the two other ones, as we got the same feeling of pretence from their fancy menus (Escargots? canned or frozen?).
Not much spices used and the bland food served is compatible with dentures, except short ribs or striploin. Selection of sugar free dishes. We did not have the impression that many clients had digestive troubles, but be prudent about complaining about it at the medical facility, as you may get quarantined.
In short, pretentious menus and mediocre food.
Drinks
Drinks are highly priced and another service charge added on each bill, on top of the daily $15 pp obligatory service charge. Wine or beer billed at 5 to 6 times the market price. Water, tea or filter coffee are complimentary.
Unlimited fountain drinks for $8 per day. Other daily passes for unlimited alcoholic beverages. Unfair and peculiar rules about these passes, as they have to be bought for the whole cruise, or that everybody in the cabin has to buy the same pass.
‘Enrichment’ activities onboard
Quite a high proportion of activities with additional charges, e.g. Half an hour meditation for $12.
Many activities are meant to showcase the shops, casino, bars or spa. Bingo cards at $5. The cycles at the fitness are only meant for cycling classes at 12$. No fitness instructors besides classes.
Very slow internet access at an excessive price. At the arrival, on a day of disrupted air travel, it would have been kind to make the wifi free for everyone.
The mainstage had some pleasant shows, by professionals, but they lacked spontaneity. As we travelled during Carnival week, we vainly expected some reference to it. The sound on the BBKing club and the mainstage is set so loud that if you do not wear hearing aids, you will soon need some. Better use protective ear plugs. Small shows with local dancers on the rear deck. We liked the dancing classes.
Excursions
Long waiting before departure. The EXC staff selling them seemed overwhelmed, and there was a long waiting line. Anyway, they could not provide us the practical information about where was the supermarket we needed or where to get a fast web access.
We had an enquiry about an excursion, and were told that we will get the answer later… we did not get it. Generally speaking the excursions are highly priced. E.g. in Huatulco, a snorkelling tour was offered for $80 pp. We took a taxi to this same beach and rented the equipment for a total of 300 pesos for two.
Unfortunately, in three ports of call the ship was moored along a similar sized cruise ship, the Coral Princess. This was not a smart, as it brought quite a crowd getting ashore.
A port of call, Puerto Quetzal in Guatemala was very unpleasant, as the ship moored in a polluted coal harbour. Taxis were not allowed to access to the ship there and we had to walk a mile way from the entrance of the port to the ship.
The time allowed ashore was short, and we made the best of it with a local taxi or just by walking. So, we had the chance to practise some Spanish, and we could adapt to the weather and our envy. And got also quite some authentic memories or photos.
Disembarking
The announcement on the PA were not very audible, as the are mixed with music and static on TV. It was delayed, and service staff impatient to get to cabin.
The questionnaire we received by email after the cruise did not cover all the sides of HAL’s services.
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