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I am HIGHLY DISAPPOINTED in what I describe as a lack of concern in the area of customer care! I would like to review the excursions: Half Moon Cay: We had a blast. This was definitely one of our favorite spots. We chose to do the Jet Ski excursion (I believe it was called the Aqua Trax....). We were somewhat apprehensive since we had never been on a Jet Ski. The guides were incredible. Our daughter was much more apprehensive than even my wife and I; she moved very slowly, but one of the guides stayed with her for the entire hour!!! My wife and I were able to go at our speed, have a great time and not worry about our 19 year old daughter. Ocho Rios: We went on the Dunn Rivers Falls and Dolphin Encounter excursion. This was a blast!!! The Dolphin Encounter was so worth the money. The trainers and life guards were incredible. They made this a very memorable experience. The only thing I would caution against is the PRICE on pictures! We paid $200 for a group of 3 (aprox 197 pictures) that was on a disc. If we had it to do all over again, we WOULD NOT do the pictures...or we would have negotiated price (we heard some people negotiated). Dunn Rivers Falls was INCREDIBLE, however my wife and daughter did not climb the falls; they watched from observation decks. If you have physical limitations DO NOT climb the falls! Georgetown: We went on Land and Sea Excursion. This was very nice. Not the highlight of our cruise, but I would say it was worth it. The getting to see, hold and learn about the sea turtles was neat. My wife enjoyed the Submarine. This was our first cruise with Holland America. We chose to give the cruise line a try under the recommendations of friends who have cruised multiple times. I would say that overall we really enjoyed our trip; however there were a few things that left us with mixed feelings and reviews. The ship was beautiful and very easy to get around in. Our cruise was March 10-17, 2019. We were in a suite, Cabin 6119. Overall, we were satisfied with our cabin steward. He was very friendly and did a fairly good job (not the best...not the worst). We did notice that as the week progressed, it seemed that the quality of the cleanliness diminished. Although our cabin was extremely crowded when we let out the couch sofa for our daughter, the cabin was comfortable at other times. The restroom was great and the shower was excellent. The balcony was very nice and comfortable. A MAJOR concern pertaining to our cabin was that we had $400 go missing!!! This money was in the safe, but we are 99% certain that the money went missing from our cabin!!! We do not want to falsely accuse anyone, but we feel that this matter should be looked into; especially if other guest have reported similar concerns! Dinning: We chose to eat at the Lido Market; overall the food was very good. However, there was some things that disturbed us. We found it almost impossible to get service. We had to ask for drinks, ask for refills and many times never received what we asked for. We felt that the overall cleanliness was sub-par at times. Tables that had been cleaned were still dirty; in fact I took a few pictures of tables we sat down at; one actually had hair on the chair. It seemed that the chairs never were cleaned between guest. We were EXTREMELY troubled by the fact that the servers would take silverware and glass ware from tables that had not been cleaned off and give them to us to use. We watched several guest examine their silverware and glass ware for cleanliness. THIS IS AN AREA THAT NEEDS IMPROVEMENT! Entertainment: We THOROUGHLY enjoyed the ship entertainment. The highlight of our cruise was the performances on the Lincoln Center Stage! We also enjoyed the BB King Blue's Club performances and the the performances on the World Stage. Guest services / Explorations Central: This was another area of concern for us; we felt that the ball was dropped. On the second day of our cruise, we went to Guest Services and expressed our concerns in the area of customer service (i.e. things mentioned already in this review); in the process I inquired about gratuities. I expressed that we did not feel that we were receiving the quality of service worthy of $45 a day in gratuities. After not receiving a satisfactory explanation from the agent at Guest Services, I requested that gratuities be removed from our bill. I explained to the agent that it was not my desire to not pay gratuities, I simply wanted some explanation. On the form that I filled out, I requested that someone contact me concerning the matter; unfortunately, I was never contacted. In an effort to ensure that I did the right thing, I did go back to Guest Services the day of disembarkation and added $350 gratuities to our bill. However, we still have a negative impression in this matter. I will say that we had other encounters with Guest Services and all of those encounters were very positive! Two different times we went to Explorations Central to inquire about shore excursions. Prior to our trip, we had purchased excursions in every port except Cozumel. We were having a hard time deciding about Cozumel. So both times we were inquiring about Cozumel excursions; we WANTED TO PURCHASE a Cozumel excursion! We felt that the agent (young lady with long blond hair) was less than helpful in this area. All that she did during both of our visits to Explorations Central was open a book and say here are the excursions. No recommendations, etc! Needless to say, Cozumel was our biggest disappointment when it came to ports.

Mixed Feelings...DISAPPOINTED in Holland America

Nieuw Statendam Cruise Review by bcgolfer

6 people found this helpful
Trip Details
  • Sail Date: March 2019
  • Destination: Eastern Caribbean
  • Cabin Type: Vista Suite with Verandah
I am HIGHLY DISAPPOINTED in what I describe as a lack of concern in the area of customer care! I would like to review the excursions:

Half Moon Cay: We had a blast. This was definitely one of our favorite spots. We chose to do the Jet Ski excursion (I believe it was called the Aqua Trax....). We were somewhat apprehensive since we had never been on a Jet Ski. The guides were incredible. Our daughter was much more apprehensive than even my wife and I; she moved very slowly, but one of the guides stayed with her for the entire hour!!! My wife and I were able to go at our speed, have a great time and not worry about our 19 year old daughter.

Ocho Rios: We went on the Dunn Rivers Falls and Dolphin Encounter excursion. This was a blast!!! The Dolphin Encounter was so worth the money. The trainers and life guards were incredible. They made this a very memorable experience. The only thing I would caution against is the PRICE on pictures! We paid $200 for a group of 3 (aprox 197 pictures) that was on a disc. If we had it to do all over again, we WOULD NOT do the pictures...or we would have negotiated price (we heard some people negotiated).

Dunn Rivers Falls was INCREDIBLE, however my wife and daughter did not climb the falls; they watched from observation decks. If you have physical limitations DO NOT climb the falls!

Georgetown: We went on Land and Sea Excursion. This was very nice. Not the highlight of our cruise, but I would say it was worth it. The getting to see, hold and learn about the sea turtles was neat. My wife enjoyed the Submarine.

This was our first cruise with Holland America. We chose to give the cruise line a try under the recommendations of friends who have cruised multiple times.

I would say that overall we really enjoyed our trip; however there were a few things that left us with mixed feelings and reviews.

The ship was beautiful and very easy to get around in. Our cruise was March 10-17, 2019. We were in a suite, Cabin 6119.

Overall, we were satisfied with our cabin steward. He was very friendly and did a fairly good job (not the best...not the worst). We did notice that as the week progressed, it seemed that the quality of the cleanliness diminished. Although our cabin was extremely crowded when we let out the couch sofa for our daughter, the cabin was comfortable at other times. The restroom was great and the shower was excellent. The balcony was very nice and comfortable.

A MAJOR concern pertaining to our cabin was that we had $400 go missing!!! This money was in the safe, but we are 99% certain that the money went missing from our cabin!!! We do not want to falsely accuse anyone, but we feel that this matter should be looked into; especially if other guest have reported similar concerns!

Dinning: We chose to eat at the Lido Market; overall the food was very good. However, there was some things that disturbed us. We found it almost impossible to get service. We had to ask for drinks, ask for refills and many times never received what we asked for. We felt that the overall cleanliness was sub-par at times. Tables that had been cleaned were still dirty; in fact I took a few pictures of tables we sat down at; one actually had hair on the chair. It seemed that the chairs never were cleaned between guest. We were EXTREMELY troubled by the fact that the servers would take silverware and glass ware from tables that had not been cleaned off and give them to us to use. We watched several guest examine their silverware and glass ware for cleanliness. THIS IS AN AREA THAT NEEDS IMPROVEMENT!

Entertainment: We THOROUGHLY enjoyed the ship entertainment. The highlight of our cruise was the performances on the Lincoln Center Stage! We also enjoyed the BB King Blue's Club performances and the the performances on the World Stage.

Guest services / Explorations Central: This was another area of concern for us; we felt that the ball was dropped.

On the second day of our cruise, we went to Guest Services and expressed our concerns in the area of customer service (i.e. things mentioned already in this review); in the process I inquired about gratuities. I expressed that we did not feel that we were receiving the quality of service worthy of $45 a day in gratuities. After not receiving a satisfactory explanation from the agent at Guest Services, I requested that gratuities be removed from our bill. I explained to the agent that it was not my desire to not pay gratuities, I simply wanted some explanation. On the form that I filled out, I requested that someone contact me concerning the matter; unfortunately, I was never contacted.

In an effort to ensure that I did the right thing, I did go back to Guest Services the day of disembarkation and added $350 gratuities to our bill. However, we still have a negative impression in this matter.

I will say that we had other encounters with Guest Services and all of those encounters were very positive!

Two different times we went to Explorations Central to inquire about shore excursions. Prior to our trip, we had purchased excursions in every port except Cozumel. We were having a hard time deciding about Cozumel. So both times we were inquiring about Cozumel excursions; we WANTED TO PURCHASE a Cozumel excursion! We felt that the agent (young lady with long blond hair) was less than helpful in this area. All that she did during both of our visits to Explorations Central was open a book and say here are the excursions. No recommendations, etc! Needless to say, Cozumel was our biggest disappointment when it came to ports.
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Cabin Review

Vista Suite with Verandah
Cabin B 6119
Shower was EXCELLENT! Balcony was GREAT!
Navigation Deck Inside Cabins, Balcony Cabins, Suite Cabins

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