Check your final bill and watch out for that minibar!

[Rondathehonda]

On 9/2/2022 at 4:52 PM, sunviking90 said:

I know this has been discussed before, but I just wanted to remind people to watch out for unwarranted minibar charges. This happened to me years ago, and we used to have them clear it out for us, but I guess I got lazy and sure enough we have $35 in minibar charges on our final bill for our cruise which ended Wednesday. We didn’t take anything out of it, but rearranged things to fit in my birthday cake. I have now been on hold for 1 hour and 35 minutes with HAL. Ugh! I think in future, I might demand that the bar people check the minibar while I’m there before we disembark.

We returned from Holland America Konningsdam June 4/22 from Alaska. When we checked our bill on the TV, it was correct except for 1 bottled water and 1 can of Coke from the fridge.  When we got home, we were checking our visa statement and found we were charged an extra $96.  
 

I have tried repeatedly to reach Customer Service with regard to this.  I have made at least 6 calls. I waited 2 hours on hold only for my phone battery to die, another time I called and was told to call between a certain time PST, but I was calling at 11:am, within the range. 2 more times waiting on hold until closing time.  I got through the last time and spoke to somebody and gave them the information, only she told me her computer just went down. She said she had my information and would email me with a reply the next day.  That was over a month ago.  

 

I tried again today after talking to a different agent about a future cruise.  She transferred me and again I sat on hold until their office closed. In between the phone calls I have been emailing them with this information asking for them to return my call.  I believe there have been at least 6.  So far crickets.  I emailed  the ship through the App and was told it was out of their hands and that I had to contact Customer service. I sent them another email asking if they could forward my complaint through internal mail - they said they would. Still nothing.  Short of showing up in Seattle and knocking at their door, what else can I do?  

[Btimmer]

We always have the minibar emptied at the start of the cruise.  For our last cruise last month on the NS, we had them periodically refill it with 6 cans of Coke Zero.  The first time they did it, we were charged full charge instead of 50% because of our Mariner status.  It took several trips to the front desk to get it fixed.  Subsequent refills were charged appropriately.  And yes, watch your bill like a hawk.  Erroneous charges have frequently occurred for us.

[canadianbear]

13 hours ago, sunviking90 said:

Thank you. It really does add insult to injury that they think I’m lying. I wasn’t expecting that at all. 

That is a horrible response you got from HAL and totally unacceptable.  I’d be furious.  Like others have said you spend a lot on just the cruise and then they imply you’re lying.  
 

HAL needs to change their policy regarding the mini bar items in the fridge.  If people want the items removed it should be noted and done.   

[sunviking90]

8 hours ago, Rondathehonda said:

We returned from Holland America Konningsdam June 4/22 from Alaska. When we checked our bill on the TV, it was correct except for 1 bottled water and 1 can of Coke from the fridge.  When we got home, we were checking our visa statement and found we were charged an extra $96.  
 

I have tried repeatedly to reach Customer Service with regard to this.  I have made at least 6 calls. I waited 2 hours on hold only for my phone battery to die, another time I called and was told to call between a certain time PST, but I was calling at 11:am, within the range. 2 more times waiting on hold until closing time.  I got through the last time and spoke to somebody and gave them the information, only she told me her computer just went down. She said she had my information and would email me with a reply the next day.  That was over a month ago.  

 

I tried again today after talking to a different agent about a future cruise.  She transferred me and again I sat on hold until their office closed. In between the phone calls I have been emailing them with this information asking for them to return my call.  I believe there have been at least 6.  So far crickets.  I emailed  the ship through the App and was told it was out of their hands and that I had to contact Customer service. I sent them another email asking if they could forward my complaint through internal mail - they said they would. Still nothing.  Short of showing up in Seattle and knocking at their door, what else can I do?  

So sorry to hear this! Your situation sounds worse than mine. Have you tried the chat function on the website? I’m not sure if that works, but people suggested it to me after the fact.

I’d also put the brakes on the future cruise with them if I were you. I’m certainly not booking anything with them again, after almost 30 years of cruising with HAL.

[sunviking90]

10 hours ago, julia said:

In our nearly 30 cruises, on various lines, we have been "dinged" often for a minibar charge AFTER THE FACT (having never ONCE consumed anything from the minibar!)  It is an enormous hassle!

Yours, however, is egregious.  Please fight this charge further!

Not to worry. I’m like a dog with a bone at this point. I’m so angry and insulted by the situation. I’ll see if I get a reply today from my response to yesterday’s email. I’ll take a break from the situation tomorrow as we’re leaving on our Celebrity Cruise. The first thing I’ll do is have clean out the minibar.

interstingly, before this happened as I’m newly retired we were looking at world cruises for 2024 with HAL. That is not happening now. For $35.

Edited September 15, 2022 by sunviking90

[54Carol]

We asked our steward to clear it when we arrived in our room.  We found everything in a drawer under the bed.  Lol!

[highscar]

Just to clarify,  if the bar is emptied and I request it be stocked with tonic water, I will only be charged the 4 star discount when I use them.  

[Seasick Sailor]

Maybe a sticky note on the cabinet that says "we don't use the mini bar, so no need to keep checking to restock. Thanks so much"

[Btimmer]

24 minutes ago, highscar said:

Just to clarify,  if the bar is emptied and I request it be stocked with tonic water, I will only be charged the 4 star discount when I use them.  

That's been my experience.  I have my room steward empty the mini fridge and then ask him to restock it with 6 cans of Zero.  A charge for the 6 cans then shows up on my statement.

[Florida_gal_50]

3 hours ago, 54Carol said:

We asked our steward to clear it when we arrived in our room.  We found everything in a drawer under the bed.  Lol!

I've had that happen too.

[sunviking90]

Well, this morning I received another email saying I will be refunded and an apology. So, that’s good news. The bitter taste remains though. Thank you for everyone’s supportive messages.