Zaandam Review

4.0 / 5.0
558 reviews

Very Disappointing, ship, service, condition of Neptune Suite, sickeing odors

Review for Hawaii Cruise on Zaandam
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ThomasBozek
10+ Cruises • Age 50s

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Sail Date: Dec 2010
more peeling laminte in the dressing area
another view of peeling laminate on vanity area
Bathroom floor Neptune Suite 7004
another view
outdates bahtroom - looks noting like HAL advertises their suites to be
more tile - this is pretty disgusting
buckled floor in outdated cabin 7004

We were in Cabin 7004, Neptune Suite. To begin with the cabin was tired and worn, dirty furniture on the veranda, only one electrical outlet in the entire cabin (they confiscated our brand new compliant outlet strip at check in, gave us an old battered one) the laminate on the vanity was peeling off, the floor in the bathroom was buckled and the tiles were missing grout. Old and outdated room with old box and hose hairdryer. The tub had a large crack in it patched with a different color material (the did serve notice that this would be corrected on one of the Hawaii port days). While the cabin steward and MDR staff were excellent, the Pinnacle Grill was absolutely awful We waited 30 minutes for our 8pm reservation when the restaurant was almost empty, this was day 3. Tables were not cleaned or bussed, we sat around tables with dirty linen, glasses, napkins and plates not removed, during the entire meal. Waitstaff was clueless and disorganized. They came after 10 minutes of just sitting there to take our order when we hadn't even gotten menus or ordered drinks yet. We had to continually ask 2 and 3 times for things, service was poor. On the LeCirque night (second one, toward the end of the cruise) the manager came over and asked how everything was and I pointed out once again all of the unbussed, uncleared tables, he went into a long apology telling us about how he was new, and used to being on a bigger ship, had a new staff, had staff out sick etc. OK well maybe that was the situation in the first several days, but this was 2 weeks later, one would think you would get it right by then. We also had to wait to be seated that night. As suite guests we had our breakfast in the Pinnacle Grill, again, very disappointing, terrible service, orders wrong, had to ask multiple times for things and though we would arrive 30 minutes prior to the closing, they rushed to take our order telling us the kitchen was closing.

The cruise was very disorganized. In the past on HAL, when we arrived, all of the invitations for cocktail parties, lunches, travel agent gifts etc. were all in our cabin. We arrived to find only one Pinnacle Dinner and One Canaletto Dinner (both booked for embarkation day that evening) these were the comps from the Explore 4 package. Since we had 10 sea days we wanted to book things like spa, cooking classes etc. and wanted to know when the advertised things such as suite cocktail party with ships officers would be held so as not to double book. The concierge had no record of these and said they don't do those anymore. I pointed out how this was advertised as a perk for suite guests. We asked about gifts from our travel agent and he had no record of these, in fact they tried to pass off the Pinnacle Grill and Canaletto dinners from the Explore 4 package as gifts from the travel agent. I emailed my agent and it took them 4 days to get it sorted out. The complimentary beverage package was a disaster. Now there is not a separate card but goes on your ships ID card. All throughout the cruise we were constantly in the office dealing with charges for drinks that were supposed to be included in the package. The final bill was still not correct and was so confusing and convoluted that is was pages and pages and we still would up paying for drinks that were supposed to be included in the package. Apparently the suite cocktail party was overlooked and a hastily thrown together suite lunch where the captain and the hotel manager made a brief appearance was substituted. It was in the Pinnacle Grill and the manager again came over to tell us his woes and how he only had 2 days notice to put this together. The cooking classes were supposedly overbooked, but 8 of the guests were double booked and the names were spelled wrong and confirmation notices did not arrive, mass confusion again.

We did happen to meet with the hotel manager and he totally agreed that our experiences were out of line. A guest should never be given any excuses.

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