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HAL Westerdam July 14 to 28 Alaska We were on Niew Amsterdam in 2016 and found it to be excellent. We loved it so much, both managers and crew were very friendly and accommodating. Therefore, when an opportunity for an Alaska cruise North and Southbound on the Westerdam came by, we did not hesitate to book the cruise. However, what we experienced was far from our previous HAL experience. It was the total opposite that I am compelled to write this review. 1. Maitre d and Chef were unaccommodating to special requests unlike Niew Amsterdam wherein they were so pleased to fulfill any requests. The Lido servers in contrast were the friendliest and the only saving grace of this cruise. 2. Check-in was a pain. Their computer system had issues and therefore all the information I had filled in prior to the cruise was erased and had to be re-done. By the time we were assured that all information was complete and that both North and Southbound cruises were linked including our payment credit cards, etc, it was already over an hour. 3. Despite reassurances that all is well, when we got to immigration and looked at the key cards we were given, it said roundtrip FLL instead of Alaska! We did not even bother going back to queue again just to change our key cards- Florida it is. 4. The next day of our vacation, we were woken up very early at 6 AM! by incessant knocking on our door despite the privacy notice on our door. It was room service insisting we ordered breakfast at 6! We told him he had the wrong cabin whereupon he checked and he was indeed in the wrong cabin. Geez... 5. On several occasions, we tried calling reception for information; or room service; or anyone in the ship and we are always put on hold. When I asked other pax, I was told the same thing to the point we just give up and cancel the call. It really feels like the ship is short staffed! 6. Southbound: Well, despite reassurances during check-in, my key card no longer works. Security had a problem with it when I was about to leave the ship for a shore excursion- had to take photos again, etc. 7. After a long and very tiring day of excursion, the new key card I was given DID NOT WORK- NOT one time when I returned to open my cabin door, NOT the second new card, NOR NOT the third new card! Each time, I had to walk from my cabin down to reception and back 3x. All I wanted was to shower and sleep but with my key card not working, I could not get into my cabin. The cabin attendant felt so bad for me and he let me into my cabin. (Even the, I will still have to get a key card that works.) When finally a couple people from reception came up to the cabin, they key they brought with also DID NOT WORK. They wanted me to go down again and get a new key whereupon we requested that they are the ones who should bring the key up to us so they can also check if the 5th key card will work. NOT make me walk a 4th time roundtrip to their desk and my cabin. What if the 5th key also does not work? Walk roundtrip a 6th time?! This is a basic of CUSTOMER SERVICE. One should take care of the problem for the customer and not have the customer do the run around for you. 8. We waited a couple of hours whereupon I called reception to follow up (thank goodness someone answered the phone after ONLY 14 minutes on hold) and they said they will bring the key cards for both of us up. We had the PRIVACY PLEASE note on the door, but regardless, they knocked and despite our reply, they barged in anyway without waiting for us to say come in or go to the door. I was fresh from my shower and hastily had to dive into the bed for cover. 9. Despite all the issues with key cards, one would think there would be no other issues. However, the next day, I got a call from reception early in the morning to ask how I would like to pay for our account! I groggily informed the caller that they have my credit card all along since the Northbound trip and do not understand why they are waking me up for this information. But of course, system issues, bla bla, I later had to go down and given them the same credit card again. 10. Next day, guess what? Another early morning call. On vacations, we are hoping to sleep in and not wake up early-- after all, that is what we look forward to. This time the call was to ask if I was joining one of the excursions. Well, the excursion ticket was already delivered to my cabin a couple days prior so I am wondering what the question is all about. Turns out, they do not even know if I was going on the excursion or not when I informed them that they had already delivered my ticket! WHAT A MESS HAL's SYSTEM IS! 11. Did I mention none of their ship clocks on each floor on their stairwell work? Despite notices that the ship's clock would be one hour ahead or fall back for time changes, their clocks do not work.--- Not the entire 14 day cruise. The ship itself is good, facilities are well maintained by the crew. The cabins are good as well. Dining at Lido during lunch is a pleasure but dinner offerings are pretty much the same each night of the 14 days we took the cruise. With regards to information regarding wildlife, etc, I received far more information when we took the same North and Southbound Alaska cruise last year through Star Princess. To the point that other passengers followed me as I have a map from Princess showing waypoints where wildlife sightings are expected. I love wildlife and my hobby of photographing them calls me to cruise to Alaska each year. Next year, I will likely go back to Princess or try other lines for different ports. The saving grace as mentioned were the servers at the Lido including the Dive In personnel from the Philippines. They were most friendly and accommodating.

RECONSIDER SAILING ON HAL: Lack of Service Training / System Issues Abound

Westerdam Cruise Review by in8ure

5 people found this helpful
Trip Details
  • Sail Date: July 2019
  • Destination: Alaska
HAL Westerdam July 14 to 28 Alaska

We were on Niew Amsterdam in 2016 and found it to be excellent. We loved it so much, both managers and crew were very friendly and accommodating. Therefore, when an opportunity for an Alaska cruise North and Southbound on the Westerdam came by, we did not hesitate to book the cruise. However, what we experienced was far from our previous HAL experience. It was the total opposite that I am compelled to write this review.

1. Maitre d and Chef were unaccommodating to special requests unlike Niew Amsterdam wherein they were so pleased to fulfill any requests. The Lido servers in contrast were the friendliest and the only saving grace of this cruise.

2. Check-in was a pain. Their computer system had issues and therefore all the information I had filled in prior to the cruise was erased and had to be re-done. By the time we were assured that all information was complete and that both North and Southbound cruises were linked including our payment credit cards, etc, it was already over an hour.

3. Despite reassurances that all is well, when we got to immigration and looked at the key cards we were given, it said roundtrip FLL instead of Alaska! We did not even bother going back to queue again just to change our key cards- Florida it is.

4. The next day of our vacation, we were woken up very early at 6 AM! by incessant knocking on our door despite the privacy notice on our door. It was room service insisting we ordered breakfast at 6! We told him he had the wrong cabin whereupon he checked and he was indeed in the wrong cabin. Geez...

5. On several occasions, we tried calling reception for information; or room service; or anyone in the ship and we are always put on hold. When I asked other pax, I was told the same thing to the point we just give up and cancel the call. It really feels like the ship is short staffed!

6. Southbound: Well, despite reassurances during check-in, my key card no longer works. Security had a problem with it when I was about to leave the ship for a shore excursion- had to take photos again, etc.

7. After a long and very tiring day of excursion, the new key card I was given DID NOT WORK- NOT one time when I returned to open my cabin door, NOT the second new card, NOR NOT the third new card! Each time, I had to walk from my cabin down to reception and back 3x. All I wanted was to shower and sleep but with my key card not working, I could not get into my cabin. The cabin attendant felt so bad for me and he let me into my cabin. (Even the, I will still have to get a key card that works.) When finally a couple people from reception came up to the cabin, they key they brought with also DID NOT WORK. They wanted me to go down again and get a new key whereupon we requested that they are the ones who should bring the key up to us so they can also check if the 5th key card will work. NOT make me walk a 4th time roundtrip to their desk and my cabin. What if the 5th key also does not work? Walk roundtrip a 6th time?!

This is a basic of CUSTOMER SERVICE. One should take care of the problem for the customer and not have the customer do the run around for you.

8. We waited a couple of hours whereupon I called reception to follow up (thank goodness someone answered the phone after ONLY 14 minutes on hold) and they said they will bring the key cards for both of us up. We had the PRIVACY PLEASE note on the door, but regardless, they knocked and despite our reply, they barged in anyway without waiting for us to say come in or go to the door. I was fresh from my shower and hastily had to dive into the bed for cover.

9. Despite all the issues with key cards, one would think there would be no other issues. However, the next day, I got a call from reception early in the morning to ask how I would like to pay for our account! I groggily informed the caller that they have my credit card all along since the Northbound trip and do not understand why they are waking me up for this information. But of course, system issues, bla bla, I later had to go down and given them the same credit card again.

10. Next day, guess what? Another early morning call. On vacations, we are hoping to sleep in and not wake up early-- after all, that is what we look forward to. This time the call was to ask if I was joining one of the excursions. Well, the excursion ticket was already delivered to my cabin a couple days prior so I am wondering what the question is all about. Turns out, they do not even know if I was going on the excursion or not when I informed them that they had already delivered my ticket! WHAT A MESS HAL's SYSTEM IS!

11. Did I mention none of their ship clocks on each floor on their stairwell work? Despite notices that the ship's clock would be one hour ahead or fall back for time changes, their clocks do not work.--- Not the entire 14 day cruise.

The ship itself is good, facilities are well maintained by the crew. The cabins are good as well. Dining at Lido during lunch is a pleasure but dinner offerings are pretty much the same each night of the 14 days we took the cruise.

With regards to information regarding wildlife, etc, I received far more information when we took the same North and Southbound Alaska cruise last year through Star Princess. To the point that other passengers followed me as I have a map from Princess showing waypoints where wildlife sightings are expected. I love wildlife and my hobby of photographing them calls me to cruise to Alaska each year. Next year, I will likely go back to Princess or try other lines for different ports.

The saving grace as mentioned were the servers at the Lido including the Dive In personnel from the Philippines. They were most friendly and accommodating.
in8ure’s Full Rating Summary
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