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The cruise itself was great. The food, hospitality, and the state rooms were great along with the events. Overall...if we did not have any incidents...this was a great cruise... However, this was not the case. In the few occaisions that we needed to discuss an issue with the Oosterdam front-desk agents or customer service we were severely disappointed. Three instances showed this to us: 1) We complained that an even that we had paid for did not meet our expectations. The front-desk agent took our notes and then called the manager for us. We were told that the the manager (seemingly hiding behind the front-desk clerk) did not agree with our complaints but was too busy to meet with us that day. We came back the next morning for our booked appointment to find out that the manager was too busy with another appointment. Only after complaining did he finally leave his work and meet with us. 2) We received an incorrect medical bill. The front-desk manager refused to do anything about it but tell us to talk to the infirmirary. We talked to the infirmirary who resolved this issue but we were incensed that the bill only arrived on our final day and was not discussed with us when it was incurred. Also, that the front-desk managers were not willing to discuss this with us. 3) We lost our car/apartment keys on the boat. After leaving, we found that we could not talk to anyone from HAL on a Sunday who could help us since their offices were only open from M-F. Also, the HAL office did not have a contact for the Oosterdam. I could not believe that this! In most of the cases, I would not fault the individuals who seemed to want to help us. It seemed that the they were not empowered to help us or to look into our issues. In most cases, if the front desk agents were allowed to make decisions or judgment calls on their own then we believe that the management making decisions would not need to hide behind them.

Great cruise but poor and frustrating customer service

Oosterdam Cruise Review by Tron123

Trip Details
  • Sail Date: December 2010
  • Destination: Mexican Riviera
  • Cabin Type: Standard Interior Stateroom
The cruise itself was great. The food, hospitality, and the state rooms were great along with the events. Overall...if we did not have any incidents...this was a great cruise...



However, this was not the case. In the few occaisions that we needed to discuss an issue with the Oosterdam front-desk agents or customer service we were severely disappointed.



Three instances showed this to us:

1) We complained that an even that we had paid for did not meet our expectations. The front-desk agent took our notes and then called the manager for us. We were told that the the manager (seemingly hiding behind the front-desk clerk) did not agree with our complaints but was too busy to meet with us that day. We came back the next morning for our booked appointment to find out that the manager was too busy with another appointment. Only after complaining did he finally leave his work and meet with us.

2) We received an incorrect medical bill. The front-desk manager refused to do anything about it but tell us to talk to the infirmirary. We talked to the infirmirary who resolved this issue but we were incensed that the bill only arrived on our final day and was not discussed with us when it was incurred. Also, that the front-desk managers were not willing to discuss this with us.

3) We lost our car/apartment keys on the boat. After leaving, we found that we could not talk to anyone from HAL on a Sunday who could help us since their offices were only open from M-F. Also, the HAL office did not have a contact for the Oosterdam. I could not believe that this!



In most of the cases, I would not fault the individuals who seemed to want to help us. It seemed that the they were not empowered to help us or to look into our issues. In most cases, if the front desk agents were allowed to make decisions or judgment calls on their own then we believe that the management making decisions would not need to hide behind them.
Tron123’s Full Rating Summary
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