Booked this cruise because HAL markets itself as the Alaska experts (75 years going to AK). What a mistake. The ship was at 70% passenger occupancy but 50% crew occupancy. Customer service was horrendous. There were no assistant waiters in the main dining room, so the waiter cleared the dirty dishes from the tables and then delivered our food (after considerable delay). The guest services desk was staffed by only one person at a time. Lines to get assistance were 15-30 people long! Pre-purchased internet service was down most of the cruise. The staff admitted that they knew of the issue before the crew but it was not corrected. The customer service manager told me that "you are on vacation why do you need the internet, besides most of our guest are so old that they don't even know how to use the internet." There is no HAL representative on the ship to discuss the land portion of the cruisetour. Any questions regarding excursions, hotels, transportation were rebuffed and were told to be held for the HAL representative at the first land hotel! Several excursions were canceled and often offered substitutes were not equivalent. Staff was generally uninterested in anything. Embarkation was a disaster. After checking in on time we were placed in a large holding area with several hundred other guests (great during COVID!) and had to wait for over an hour to finally board the ship. After arrival in Anchorage we were made to wait outside in the rain and cold for over 30 minutes to be given out hotel room keys.