We were looking very much forward to this cruise starting with 11 days in Central America and the Panama Canal. After that we did cross the Atlantic ending up in Copenhagen.
When we were checking in, we were very well taken care of by a Norwegian man. Entering the ship was a little less pleasant. The staff showing you onboard was not at all polite. Ok we expected to have a glass of champagne, when getting onboard, but no. For the first time ever on cruises (first time with HAL) there wasn't a glass of bobbles as a welcome.
Our cabin was not ready yet, so we went up for some lunch.
After lunch we went down to our cabin and could get in. The first thing we did was trying to put something in the small bedside table. The top drawer. In there there was some used napkins. We were surprised, but removed them. Then we found out, the small tabel in front og the sofa was really dirty. We called the cabin attendant and he came and we told what we were disappointed about. He found a wet cloth and wiped away the dust on the foot of the table. The top of the table was sticky, so we wanted that clean as well. We then saw, there was a table knife in the chair placed in front of the desk.
When we got our suitcases and was unpacking we found some chocolate under the bed. Not at all ok cleaning. We didn't feel it was done at all better than what they was supposed to do every day, yes even worse.
We thought it had to be reported to the head of the cleaning of the cabins, so we went to guest relations and a very polite and helpful young man from Austria took report and said he was very sorry. Later the head of cabins came and required the two cabin attendants to do a full and complete cleaning of the cabin. He offered us a bottle of wine as compensation. Later the guy from guest relations came with some fine chocolate as well.
The temperature in our cabin was terrible, above 25 degree Celcius. A man from the repair department tried to mend it, but no matter what we did with scale there was no change. He would do something with the entire system, but when we came back after dinner, there was no change. We went down to guest relations again and they regretted and would send a new man. We said that otherwise we would come back to guest relations and sleep on the floor, as the temperature was fine here.
The temperature was after a couple of days better, but we could still not regulate it. And some days later, we had the same problem again with too high temperature.
Later in the cruise - on the second cruise - the opposite was the case with the temperature. One day it was less than 16 degree C. We complained again, and now it wasn't easy to get the temperature higher. Finally - five days before we ended up in Copenhagen - they managed to fix the aircondition. We could raise and lower the temperature. What a relief. But like the rest of the cabins it was not possible to turn off the airconditioning. Old ship!
One day while we were laying on a sunbead by the pool we saw a man in the spa. He went in with his clothes and shoes and what was even worse, he was all the time spitting in the hot water. I went and told him to stop spitting as it was a source to people getting sick, if he had a disease. It would explosively grow in the very hot water. The man started screaming, that I was insulting and bothering him. He was really screaming. There is no pool-attendants at all by the pool, only waiters trying to sell drinks. Is that ok? we don't think so. The man went up of the spa and went to one of the waiters and talked to him. What they were discussing we don't know. After a while a very polite and pleasant man came and asked what happened. I told the story and he said they would make a report and I would get a copy. They knew who the man was. Later a couple of officers came. The went to the ladies from the beauty salon and talked to them. Then they came and asked for my version of the incident. They also said a report would be made. While they were talking to me an elderly American lady went into the spa and she was wearing outdoor sandals in the spa. No-one said anything to her.
For several days we did not see the man in the spa, but some of the last days on the cruise he was back. He was still wearing jogging clothes and shoes when he went into the spa, and no-one of the staff did say anything. No-one was taking any notice of what was happening in the pool and spa. That is absolutely not ok and not something we have experienced before on cruisen on other shipping companies.
On the first part of the cruise there was a show team onboard. This is also what we are used to from other cruises. The team disembarked in Fort Lauderdale, but we were sure a new team would board to the next cruise. No. Only entertainers was there. Some very good and some quite poor and without any experience. Only a couple of nights impressed.
The wine, beer and drinks are very expensive. A drink-package is around 50$ per day for the cheapest. Much more expensive than what we have experienced elsewhere. On for instance Celebrity the drink package is included if you have an outer cabin or veranda cabin.
The staff gratuity is not included in your ticket. You have to pay 14,5$ per person per day. Take that into consideration when you compare prices for different cruises, as it is included in some cruises, for instance in Celebrity cruises.
All the staff in the dinner room is from either Philipines or Indonesia. Most are very polite and helpful, but many are not good enough understanding and speaking English. Some of the wine waiters do probably never taste wine, being Muslims. How can you then advice what is good for the food?
The ship is built in 2002 and it seems as if there has been no upgrading since then. It is "tired" and really needs some renovation.
We will most likely not travel with Holland America line again. We will choose Celebrity or something even better.
As written in the review, our cabin was directly dirty on arrival. The aircondition worked well 4 out of 28 days. The rest of the time it was either far too hot or far too cold in the cabin. Terrible.