A $12,100 Holland America Cruise Marred by Flooding, Unreliable Internet, and an Unexplained Charge
Aug 27, 2026 Oosterdam Mediterranean My wife and I recently returned from an 11-day Mediterranean cruise aboard Holland America Line’s Oosterdam, which began on September 10, 2025. We paid approximately $8,600 for the cruise and another $3,500 for excursions. Considering that substantial investment, the misinformation, service failures, and inadequate response we experienced were unacceptable. Holland America charged an additional $495 to my credit card that does not appear on any invoice or itemized statement. I did not authorize this charge and repeatedly requested an explanation, but received no response. Charging a customer without providing documentation—and then ignoring requests for clarification—raises serious concerns about transparency and accountability. Before booking, our cruise consultant assured us that the ship had recently emerged from dry dock and had been completely overhauled. We were not told that the vessel was more than 20 years old. Its condition showed obvious signs of age and disrepair. The consultant’s description directly influenced our decision to book. The ship’s condition became a serious issue when faulty plumbing caused a substantial flood in our stateroom. Our luggage was damaged, and the room became uninhabitable. Instead of relocating us immediately, Holland America placed a large commercial fan in the room and suggested that we sleep elsewhere because of the noise. The delay in moving us forced us to cancel an early-morning excursion. Holland America offered laundry service for the damaged luggage, even though its own laundry personnel admitted they were not equipped to clean or restore it. Reliable internet access was essential because I own a cybersecurity company and manage online security services for numerous clients. I clearly explained this requirement before booking and was assured that connectivity would not be a problem. In reality, the onboard internet was slow, unreliable, and repeatedly disconnected, seriously disrupting my business responsibilities. Our Venice excursion was another major failure. After paying $640, we were left at the port without meaningful assistance. The telephone number Holland America provided was unusable, making it impossible to contact anyone aboard the ship. We ultimately endured a two-hour train ride back to the vessel. Despite this pattern of misinformation, damaged property, operational failures, and inadequate passenger assistance, Holland America offered only $150 per person—$300 against a trip costing approximately $12,100. That offer was grossly inadequate and did not meaningfully address the unexplained charge, damaged luggage, flooded stateroom, canceled excursion, unreliable internet, or the fact that we were stranded in Venice. This was not a single inconvenience. It was a pattern of misrepresentation, poor communication, service failures, and inadequate crisis management. Prospective passengers should obtain every important promise in writing, carefully examine all credit-card charges, independently investigate the ship’s age and condition, and avoid relying solely on verbal assurances from Holland America’s consultants. Holland America should provide a complete, itemized written accounting of the unexplained $495 charge, reverse any unauthorized amount, and provide substantially greater compensation for the financial losses and service failures we experienced. Until the company meaningfully addresses these issues, I cannot recommend Holland America.
