After living in the Netherlands for five years, my beloved aunt and uncle finally booked their flights to visit us. Since they were only staying for 4 days, and it was their first time in Amsterdam (and my aunt's first time in Europe), I thought it would be a nice idea to treat them to a dinner canal cruise. I had never actually been on a cruise, and thought we'd have a nice time together.
I booked our tickets 2 weeks in advance using one of their partner booking sites (viator.com). The tickets were EUR 70 each, and I had to pre-select the dinner menu.
We arrived at the Holland International dock (in front of Central Station), along with the other guests. When we were greeted by the hostess on the boat with our online tickets, she told us that we had to go to the office to exchange them for a boarding pass. So, my boyfriend went to the office while we waited to be seated on the boat.
While standing there, we noticed that there was only one table left for four. We mentioned this to the hostess (that table's for us, right), and she just mumbled something and then preceeded to seat another group (that came in after us) at the table. We then realized that they had seated two people at a table for four, and a table for two was vacant. We figured they'd just re-seat the party of two at the table for two.
We stood there for about 8 minutes while the staff whispered amongst themselves. Clearly, we thought, the solution was obvious? They had made an error in the seating arrangement and had to fix it.
Finally, the manager told us: "You have two options: sit at separate tables or get your money back and leave."
WHAT?
So, he wanted two of us to sit at a table for two, and then the other two of us to sit with the other two strangers at their table of four.
When we pointed out that the solution was to politely explain the situation to the two people sitting at the table for four and ask them to move to the two-person table, he said "No."
We said we'd ask them. "No."
We explained that it was their mistake, he said "No."
We told him we'd booked two weeks in advance, picked our menus...his reaction was that of complete apathy. Didn't care, get off.
I was brought to tears, so disappointed that my 'gift' to my aunt and uncle was ruined by this asshole.
So, please...if you are thinking of treating visiting friends or family to a cruise, book anywhere but Holland International.
Full Version: Holland International Cruise: DO NOT BOOK!
Hmmm. Was the couple friends of theirs? Makes you wonder... 
QUOTE (amandag @ Jun 19 2009, 05:22 PM) 
After living in the Netherlands for five years, my beloved aunt and uncle finally booked their flights to visit us. Since they were only staying for 4 days, and it was their first time in Amsterdam (and my aunt's first time in Europe), I thought it would be a nice idea to treat them to a dinner canal cruise. I had never actually been on a cruise, and thought we'd have a nice time together.
I booked our tickets 2 weeks in advance using one of their partner booking sites (viator.com). The tickets were EUR 70 each, and I had to pre-select the dinner menu.
We arrived at the Holland International dock (in front of Central Station), along with the other guests. When we were greeted by the hostess on the boat with our online tickets, she told us that we had to go to the office to exchange them for a boarding pass. So, my boyfriend went to the office while we waited to be seated on the boat.
While standing there, we noticed that there was only one table left for four. We mentioned this to the hostess (that table's for us, right), and she just mumbled something and then preceeded to seat another group (that came in after us) at the table. We then realized that they had seated two people at a table for four, and a table for two was vacant. We figured they'd just re-seat the party of two at the table for four.
We stood there for about 8 minutes while the staff whispered amongst themselves. Clearly, we thought, the solution was obvious? They had made an error in the seating arrangement and had to fix it.
Finally, the manager told us: "You have two options: sit at separate tables or get your money back and leave."
WHAT?
So, he wanted two of us to sit at a table for two, and then the other two of us to sit with the other two strangers at their table of four.
When we pointed out that the solution was to politely explain the situation to the two people sitting at the table for four and ask them to move to the two-person table, he said "No."
We said we'd ask them. "No."
We explained that it was their mistake, he said "No."
We told him we'd booked two weeks in advance, picked our menus...his reaction was that of complete apathy. Didn't care, get off.
I was brought to tears, so disappointed that my 'gift' to my aunt and uncle was ruined by this asshole.
So, please...if you are thinking of treating visiting friends or family to a cruise, book anywhere but Holland International.
I booked our tickets 2 weeks in advance using one of their partner booking sites (viator.com). The tickets were EUR 70 each, and I had to pre-select the dinner menu.
We arrived at the Holland International dock (in front of Central Station), along with the other guests. When we were greeted by the hostess on the boat with our online tickets, she told us that we had to go to the office to exchange them for a boarding pass. So, my boyfriend went to the office while we waited to be seated on the boat.
While standing there, we noticed that there was only one table left for four. We mentioned this to the hostess (that table's for us, right), and she just mumbled something and then preceeded to seat another group (that came in after us) at the table. We then realized that they had seated two people at a table for four, and a table for two was vacant. We figured they'd just re-seat the party of two at the table for four.
We stood there for about 8 minutes while the staff whispered amongst themselves. Clearly, we thought, the solution was obvious? They had made an error in the seating arrangement and had to fix it.
Finally, the manager told us: "You have two options: sit at separate tables or get your money back and leave."
WHAT?
So, he wanted two of us to sit at a table for two, and then the other two of us to sit with the other two strangers at their table of four.
When we pointed out that the solution was to politely explain the situation to the two people sitting at the table for four and ask them to move to the two-person table, he said "No."
We said we'd ask them. "No."
We explained that it was their mistake, he said "No."
We told him we'd booked two weeks in advance, picked our menus...his reaction was that of complete apathy. Didn't care, get off.
I was brought to tears, so disappointed that my 'gift' to my aunt and uncle was ruined by this asshole.
So, please...if you are thinking of treating visiting friends or family to a cruise, book anywhere but Holland International.
OMG that was nasty!!! They should issue an apology for that.
I hope you register a complaint, Amanda. The way you were treated was disgusting.
Until people start complaining nothing will ever change.
Until people start complaining nothing will ever change.
Amandaq, I totally understand your disappointment and I agree with TPC that you should file a complaint.
Being an independent (very small) tour operator myself, I have worked frequently with Holland International. They are excellent professionals. I'm convinced they will do something about your complaint.
Being an independent (very small) tour operator myself, I have worked frequently with Holland International. They are excellent professionals. I'm convinced they will do something about your complaint.
That's horrible. I hope you write a letter of complaint and follow it up with a phone call and don't stop until they make it up to you!
I wrote a letter and sent one copy by email & one to the KvK registered address of the parent company a couple days ago.
I received a response from the MD of the company yesterday apologizing & thanking me for the feedback, with a promise to investigate & get back to me in a few days.
And Emilio, I totally agree. My issue is with the manager they employ to represent the company. Also, the girl working in the office told us that this is not the first time that the online bookings haven't 'registered' in their system ( = other customers have been turned away after pre-booking online), which means the issue is longstanding.
I received a response from the MD of the company yesterday apologizing & thanking me for the feedback, with a promise to investigate & get back to me in a few days.
And Emilio, I totally agree. My issue is with the manager they employ to represent the company. Also, the girl working in the office told us that this is not the first time that the online bookings haven't 'registered' in their system ( = other customers have been turned away after pre-booking online), which means the issue is longstanding.
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