My mom and I cruised previously with NCL, Royal Caribbean and Holland America Line. This was our eighth cruise overall and our second time on Zaandam. We have sailed on Zandaam about a year ago and we have enjoyed it but the latest 15-day Hawaii cruise was awful experience.
After embarkation we were told that the staterooms are not ready and the crew told us to go up in the Lido buffet and wait. Around 3:00 pm there was an announcement that the staterooms are ready and we went down to our cabin. To our surprise the beds were not separated, the toilet bowl was dirty, there was some garbage in the closet, bed sheets had holes and hair, and the blankets were old and worn. The air conditioner did not work and it was hot in the stateroom.
We immediately have reported all these problems to the front office and they told us that someone will be there shortly. We waited for several hours but nobody came. We have visited the front office again and insisted that the bathroom needs to be cleaned, beds has to be separated and A/C has to be repaired as soon as possible.
After some arguments with the front office personnel they finally sent a cabin steward to clean the bathroom and separate the beds. The technicians also came to repair the A/C. They told us that the A/C is working now and that we can adjust the temperature to our liking. They lied to us as they simply set the temperature to minimum. We have set the temperature controller to maximum but it did not work as the A/C was blowing cold air. Because of cold temperature we couldn't sleep all night.
In the morning we went to the front office again and insisted on a meeting with a hotel manager. After several arguments with front office clerks they have made an appointment with Guest Relations Manager, Mrs. Grace Zerna. She was 20 min late and no one even care to let us know that she is late. We have explained the situation to her but she was rude and kept interrupting us. We insisted on a meeting with Hotel Manager, Mr. Kees B. Streuding. She has refused and said that she could not find him. We said that we will not leave the front desk area until we meet with the Hotel Manager. In about half an hour the Hotel Manager finally met with us. We informed him about A/C problem and asked to repair the A/C or move us to another stateroom. He said that there are no available staterooms and promised us that the A/C will be repaired. The technicians came again and told us that they have replaced the thermostat and that we can adjust the temperature, but it was a lie again. The A/C blew cold air again... The clerk from the front office checked the temperature in our stateroom. It was 64 F.
After many stressful visits to the front desk during the first 3 days of the cruise we gave up as there was no help from management to solve the problem. They simply ignored us. It seemed that the hotel manager does not exist at all as during the 15 day cruise we have not seen him except our short and useless appointment. We had no choice but to sleep in the cold room with our clothes on and using extra blankets. We got cold for several days and had a sore throat and cough.
Two days before the end of the cruise we wrote an official letter to the Hotel Manager, Mr. Kees B. Streuding, and demanding compensation. There was no response. We have enquired at the front desk about response to our letter but they said that there will be no compensation...
Other problems during the cruise include:
1. During the cruise there were constant painting and varnishing in the public areas on outside decks. The ship was repaired all day long and the crew was wearing protective respirators. It was awful because instead of enjoying fresh air during our 9 sea days we were forced to breathe poisonous chemical fumes and vapors.
2. Another disappointment was the food. It was of low quality, very repetitive and mostly tasteless, except for formal nights. At lunch there were mostly 3 or 4 chicken dishes with fries, rice, noodles and vegetables. Watery oatmeal, expired granola boxes, salty soups, most meat and fish dishes had no taste or had strange odor. The fruits and desserts lacked any variety. There were no grapes, mangos, peaches or nectarines in the buffet. You can also see other cutbacks.
3. There were fruit flies in the glasses with water and juice, on bread and fruits in the main dining room and in the Lido buffet. The windows throughout the ship were dirty and some dust streaks were hanging from the ceilings in the Lido buffet.
4. In the middle of cruise there were general plumbing problem and toilets did not flush for about 12 hours. The administration tried to hide that it is a general problem and there were no announcements or apologies given.
5. Many passengers were waiting for beautiful Napali Coast passage but for some reason the captain has changed the course and no information given.
On the plus side we have enjoyed the cooking demonstrations in the Culinary Arts Center, The Neptunes trio in the Ocean Bar and Kimika show. Hawaii ambassador, Kainoa, has provided very interesting and informative lectures. Our dining room stewards, Tono and Ariana also provided excellent professional service.
We are extremely disappointed with this cruise on Zaandam as our vacation was ruined and we will never sail on Holland America Line again unless HAL will greately improve their customer service and dining.
Obstructed view, A/C problem, no refrigerator, smelly carpet.