Holland America Line
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Disappointed with Service and Vegan Dining
We recently sailed with Holland America, expecting a premium experience, but we were deeply disappointed by the lack of care, poor communication, and unpreparedness for vegan travelers. This was supposed to be a special trip, but it turned into a frustrating ordeal. Clam Shell Booking at Half Moon Cay We pre-booked a clam shell for Half Moon Cay, but nowhere on the website was it mentioned that these are located exclusively in a small, overcrowded section of the beach. Upon arrival: The information desk gave us the runaround, sending us to the water sports area. Staff at the water sports desk were dismissive, barely acknowledging us, and vaguely gestured for us to find a clam shell on our own. When we voiced our concerns, we were told the clam shells could only be used in the crowded area, which was never communicated beforehand. We ended up purchasing an umbrella and sitting elsewhere. When we requested a refund for the clam shell back on the ship, customer service was unhelpful and directed us to Guest Services, which was closed. The issue was never resolved. Dining Experience for Vegans – A Complete Disaster Despite informing Holland America ahead of time that we were vegan, the dining experience was appalling: Every meal took over 1.5 hours, even though we pre-ordered daily by marking our choices on a menu and submitting it in advance. Orders were frequently wrong, missing, or delayed, forcing some of us to sit without food while others ate. Basic vegan staples, like margarine and vegan bread, weren’t available in the dining room and had to be fetched from other locations, adding to delays. Over Christmas Eve and Christmas Day, things were particularly bad. On one occasion, two of us were left without any food for over an hour, and when it finally arrived, it was incorrect. Despite complaints to supervisors and the head manager, nothing improved. Buffet Options for Vegans – Limited and Poorly Thought Out The buffet offered virtually no vegan options, with only 1–2 marked vegan dishes available across seven days. Even vegetable dishes were often cooked in butter instead of oil or margarine, unnecessarily excluding vegans. Simple adjustments like using plant-based options for mashed potatoes or oatmeal could have made a big difference. Overall Experience The lack of communication, poor customer service, and failure to accommodate dietary restrictions were completely unacceptable for a cruise line advertising itself as vegan-friendly. These issues significantly impacted our holiday, and despite voicing concerns repeatedly, nothing was done to rectify the situation. Final Thoughts I cannot recommend Holland America based on this experience. From the mismanaged Half Moon Cay excursion to the disastrous dining and buffet experience, this trip was frustrating from start to finish. We will not be booking with Holland America again and will be sharing our experience with others to ensure they are aware of these shortcomings. Holland America had the opportunity to make things right, but their failure to do so speaks volumes about their customer service and attention to detail. If you’re vegan or expecting top-notch service, look elsewhere.