An unsatisfactory reply from HAL customer service about gifts purchased online

[Schplinky]

In a nutshell, we purchased a gift certificate online for an aromatherapy massage for $99 on the HAL gifts web-site. Once onboard, I booked the massage. I went back a couple of hours later to ask if I needed to bring the gift card for the massage. The woman at the desk said that no, in actual fact, it shows up as shipboard credit and then the massage acts as a debit to cancel it out. I mentioned that the credit was $99 and she said that it wouldn't cover the massage (which was $120 or $130). Seeing my distress, the clerk said not to worry, they will just reduce the service and I won't have to pay more. I said, no, I ordered a one hour aromatherapy massage. She said, well then you will have to pay more. She was very unpleasant and said this was HAL's problem, not hers. It was so upsetting that I did not want to give the spa any business so I let the shipboard credit remain and did not book an appointment.

 

A couple of nights later, we went to the Pinnacle Grill. They sell wine flights for the Grill online, as well. They are described as 2.5 ounces of four different wines. They offer four different flights at various prices. We did not buy them online as we were unsure. We wound up ordering them in the Grill and the waiter described them as one ounce of each of four wines. The prices were identical to those online. I asked if it would have been better to buy them online and she said no, these are the only flights they have.

 

My email to HAL customer service was to ask why what they are describing online (with their massages and the wine flights) is not what you get onboard when you order these gifts. Their response was all too typical. They said they were sorry we didn't like the spa and here's the address of the company that runs it. I was not questioning the quality of the spa, I was questioning why I was sold something that I could not receive onboard. I was asking why you don't get what you pay for.

 

It irks me when they say "we look forward to seeing you again."

 

They won't.

 

 

 

 

Dear Mr. XXXXX,

 

Thank you for the e-mail regarding your ms WESTERDAM cruise on January 21, 2007. We truly appreciate the valuable feedback you have provided us.

We were sorry to learn that you were disappointed with the purchase you made on board in our beauty salon or spa. Steiner Management Services is the company that manages the beauty salons on board all Holland America Line vessels. For your convenience, we have listed below contact information should you have any further questions.

 

Please write or call:

Steiner Management Services, L.L.C.

Attn: Nicky Calice/Customer Service

770 South Dixie Highway

Coral Gables, FL 33146

Ph# 1-800-423-5293 ext. 2226

Fax# (954) 462-3006

E-mail: Nickyc@timetospa.com

On behalf of Holland America Line, we sincerely appreciate you taking the time to forward your comments, concerns, and compliments to our corporate office. The feedback we receive from our valued guests, such as yourselves, helps us to address and rectify any areas where our service is less than our commitment to a “Signature of Excellence.” In this way we are able to maintain our guests’ satisfaction and approval.

Our company needs the constructive criticism that only our guests can provide. Please be advised that we have taken your input very seriously, and it has been forwarded to the appropriate members of senior management for their information and benefit. We empathize with your experiences regarding utilizing your spa gift certificate and purchasing the wine tasting package in the Pinnacle Grill and we deeply regret your dissatisfaction. Our company continually strives to improve our product and service in an effort to provide the best possible experience for our guests, and the details you have provided have been well noted.

We thank you for contacting our Guest Relations Department. Also, we thank you for choosing Holland America Line for your cruise vacation and we look forward to serving you on board again.

Regards,

 

 

 

Jennifer Cozby

Special Advisor

Office of the President

[kryos]

Well, with the wine flights, you really wouldn't have had much of an argument onboard because you didn't book it in advance ... but with the spa, I wouldn't have taken that idiot spa manager's word as gospel. I would have went directly to the guest relations manager with my dilema ... with all my documentation in hand. "I was sold this service for this amount of money and now this spa person is telling me the price is higher or the service will be less. Now, HAL sold me this service for this price through THEIR website. So, what are YOU gonna do about it?" I'd be willing to bet a phone call to the spa later and you would have had the ONE HOUR massage at the $99 price. Then I wouldn't have tipped the woman anything for the service for giving me the runaround.

 

Whenever I book shore excursions or anything through the website, I always bring my documentation onboard ... indicating the price and the service. I have yet to order things online yet (though I may today) for delivery to my stateroom, but I would bring the documentation along for that as well.

 

Shame you just cancelled the massage. I would have made sure I got it ... at the advertised price.

 

Those spa people are just minions. Go to the person with the clout ... the guest relations manager. He could have easily intervened on your behalf and gotten you the service you paid for. Now that you are dealing with them after the fact, they really have little motivation to help you.

 

Blue skies ...

 

--rita

[kakalina]

Sounds as if someone isn't reading their mail; just sending out a form letter. I would forward a copy of the original letter and the form reply to a different department with a short cover letter explaining the problem. Perhaps with a different employee you will get different results. It is a shame that it happens this way, but I would try again.

[Schplinky]

 

Those spa people are just minions. Go to the person with the clout ... the guest relations manager. He could have easily intervened on your behalf and gotten you the service you paid for. Now that you are dealing with them after the fact, they really have little motivation to help you.

 

Blue skies ...

 

--rita

 

Her whole attitude was "I'm Steiner and it's their problem." It was really just very unpleasant and I don't make a habit of spending my holiday tromping all over the ship trying to negotiate for what I was sold in the first place. It bothered me that HAL's email response just told me to contact Steiner. As the woman at the spa so loudly pointed out, I bought the voucher from HAL. All I was asking customer service was why they were selling stuff other than what was available onboard. By this point, I would not have enjoyed the massage and I don't think stiffing the attendant would have been fair. My issue was with HAL or Steiner, not the therapist.

[Crusing Bob]

It will be interesting for you as to whether you have a better experience on the Princess Line since you indicated you wouldn't be going on Holland in some of your past posts.

[Schplinky]

Is your point that bad treatment is everywhere? It's sort of sad to presume that you will be treated shabbily everywhere and so you might as well stick with whoever you are with.

 

For now, we will likely retreat to RCL for the time being. We have been well treated there and, as you are referring to my review, it is a better fit for us. We'll likely try branching out to other lines again but Princess isn't a good last-minute solution since you cannot get fixed dining easily without booking months and months out. It makes me wonder why they don't have only more space for fixed dining and less for anytime .

[xpcdoojk]

Steiner is a separate entity from the cruiseline. Steiner provides these services on every cruiseline I have been on.

 

It is amazing how little it takes to make people vow to never cruise again with a cruiseline. We had a disagreement with our hotel in Madrid last month as I had booked one room on their website for a special that included breakfast for 105 euros a night their internet system would only let you book a single room at a time. It was a wonderful hotel truly one of the best that I have evered stayed in with great service wonderful rooms at 105 euros it was a bargain. I tried then to book our friends room and the xmas special was no longer available. So, I didn't want to give up our great deal at this hotel, so I started seaching all of the major discounters for the same special. Finally, I found the same deal for 108 euros on travelocity. So, a couple of months pass and we travel all over Spain and we show up for our last two nights before flying home in Madrid at this wonderful hotel. Parking in Madrid is a challenge and I parked in an underground parking lot for about 30 euros a day a few blocks away. We eat breakfast on the final morning and I tell my wife and friends that I will go get the car and pick them up on the sidewalk. I return 25 minutes later and the front desk and Shelby my friend are in an disagreement about the bill. So, everything is packed including all of my copies of reservations and the like. I couldn't find the copy, and I can see that the disagreement is not being resolved and I know we need to get on the road to the airport. So, I said why would I book one room with the special and not the other? The manager replies the breakfast is not on the travelocity reservation and I said I can gaurantee you it is on my copy which I don't seem to have at hand, but which is in fact inclusive of breakfast. (Breakfast BTW was 25 euros a person or a total of 100 euros plus tax and gratuities and it was a very nice breakfast) I asked for the managers personal email, and addresses and phone numbers and I said it was not a problem as we would be disputing the charges on their bill the moment we reached the states and that I am certain with the documentation that I have the credit card company will honor the deduction. The manager asked for my friends credit card and promptly credited his card.

 

When I returned I reviewed the Hotel on Tripadvisor and I gave them a glowing review, disagreements about disputed bills are as much my responsibility to resolve as theirs. IMHO. I can be quite the harda$$ as I am sure you can imagine, and at the time I was truly aggravated and was steaming mad, but I truly plan on returning to that hotel if I ever go to Spain and I will seek out others in that chain in other cities in the future. When people see facts from different points of view it doesn't mean that the other person is unethical or not trustworthy. Of course, I will always have all of my paperwork more closely at hand next time!!!! :D

 

jc

[Tricia724]

How long ago did you order the massage? I looked at my most recent gift list, and I see that they now list the aromatherapy full body massage for 50 minutes at $99. The price of the massage may have increased since you put in your order, and they are currently offering reduced services for that price. Perhaps that is what has created some of the confusion.

 

I'm really surprised that the gift card is not redeemable for the service, and I don't think you should have to go the shipboard credit route. I imagine some people are gifted with a massage from family, friends, or travel agents and go to the spa thinking that the entire charge has been paid....only to learn later that they were charged $120 or $130 and the gift certificate only covered $99. That would be embarrassing to me if I were the giver.

 

At any rate, there should be some communication between HAL and Steiner's for the onboard services since HAL is acting as an agent selling the spa's services. And the spa people should certainly know what services the cruiseline is selling on their behalf.

 

There is no excuse for rudeness. The woman at the spa people should have been more gracious and helped you resolve the problem....especially if they ever hoped to see you in there again.

[sail7seas]

Isn't it Steiner on Princess ships as well?

 

Steiner is Steiner..... I had my run around with them over 10 years ago and decided then and there to never deal with them again. I walk through the salon to get to the gym and that is the most contact I ever have with them.

 

ONE STEINER EMPLOYEE cost that company (and HAL) thousands and thousands of dollars I surely would have spent by now on all the ships, all the cruises we have been on since. No manicures, no pedicures, no aroma therapy, no massages, no therapy pool etc Nothing can tempt me back there. I felt so poorly treated by Steiner's on that Statendam cruise they never once had the chance to mistreat me again.

 

[RevNeal]

Schplinky,

 

Might I suggest that instead of sending this as an e-mail, which probably generated an automated form-letter response without Ms. Cozby ever actually seeing it, you send your letter, along with copies of substantiating evidence, via physical mail to the following person at HAL:

 

Mr. Paul Goodwin,

Senior Vice President, Onboard Revenue Services and Tour Operations

Holland America Line Inc.

300 Elliott Ave. West

Seattle, WA 98119

 

Paul directs the development and implementation of Holland America Line's onboard revenue, including shore excursions, beverage operations, retail services, spas and salons, casino operations and other revenue outlets. Hence, he is the man you should target your complaint to. Granted, his office may forward your letter to others more directly responsible for Spa operations, but it is his office that is directly over all matters dealing with your purchase of Spa Credit and Services. I have often found that e-mail is the worst way to communicate with HAL ... the best way to get a satisfactory response is the "old fashioned way." Physical mail.

 

I would also cc your letter to the address you were given for Steiner, so as to kill two birds with one stone.

[Schplinky]

My issue is not with Steiner (except for that rude employee) so much as it was with Holland America not addressing the issue of my letter which was what they are selling in their gifts area, both for the Pinnacle Grill and the Spa, are not consistent with what you get onboard. They did not address this in their letter, instead telling me to contact Steiner because I did not enjoy "the purchase you made on board in our beauty salon or spa." I didn't purchase it onboard, I bought it from HAL on their web-site.

 

I do agree that Steiner is Steiner. It's been on every ship we have ever sailed. I will be taking the approach of just skipping it from now on. What used to be a treat has become (in this instance and in other Steiner shipboard spas) a very expensive hour that they eat into by trying to sell me more than the "basic" $125 service.

 

Our decision about sailing HAL again was made before we got this email but this certainly will inform discussions we have with friends about their customer service.

[Schplinky]

Schplinky,

 

Might I suggest that instead of sending this as an e-mail, which probably generated an automated form-letter response without Ms. Cozby ever actually seeing it, you send your letter, along with copies of substantiating evidence, via physical mail to the following person at HAL:

 

Mr. Paul Goodwin,

Senior Vice President, Onboard Revenue Services and Tour Operations

Holland America Line Inc.

300 Elliott Ave. West

Seattle, WA 98119

 

Paul directs the development and implementation of Holland America Line's onboard revenue, including shore excursions, beverage operations, retail services, spas and salons, casino operations and other revenue outlets. Hence, he is the man you should target your complaint to. Granted, his office may forward your letter to others more directly responsible for Spa operations, but it is his office that is directly over all matters dealing with your purchase of Spa Credit and Services. I have often found that e-mail is the worst way to communicate with HAL ... the best way to get a satisfactory response is the "old fashioned way." Physical mail.

 

I would also cc your letter to the address you were given for Steiner, so as to kill two birds with one stone.

 

Thank you. I will do that.

 

I really don't want anythign from them except for an explanation and an assurance that they've looked into it. I really don't plan on sailing HAL soon and so I'm not looking for any onboard credit or other such overture. I'd just like to know why this happened and that they have corrected it.

[RevNeal]

My issue is not with Steiner (except for that rude employee) so much as it was with Holland America not addressing the issue of my letter which was what they are selling in their gifts area, both for the Pinnacle Grill and the Spa, are not consistent with what you get onboard. They did not address this in their letter, instead telling me to contact Steiner because I did not enjoy "the purchase you made on board in our beauty salon or spa." I didn't purchase it onboard, I bought it from HAL on their web-site.

 

Again, what you received was a form-letter crafted to deal with people who had problems with quality of service from Steiner, NOT a problem with the marketing and sale of service being conducted through HAL's website combined with a lack of communications between HAL's sale of service and Steiner's providing that service. That is why your target for complaint should be Paul Goodwin at HAL, whose department this happens to be. Yes, a cc to Steiner is in order, but direct a physical mail complaint (so as to not kick in a spam-bot form-letter response) to Paul Goodwin's office. I would expect that you'll get a better (a more specific) response.

[RevNeal]

Thank you. I will do that.

 

I really don't want anythign from them except for an explanation and an assurance that they've looked into it. I really don't plan on sailing HAL soon and so I'm not looking for any onboard credit or other such overture. I'd just like to know why this happened and that they have corrected it.

 

I appreciate that greatly. Please let us know if you get any kind of a response.

 

Given that I tend to use these services myself -- at least for a hair cut and facial -- this matters. Indeed, I had planned on buying Christopher a massage for the Ryndam cruise in this manner, but now I'm going to just hold off doing it this way and just give him an on-board account credit and tell him to use the credit in that way.

[Schplinky]

Yes, it would have been less pleasant if it had been a gift to someone that they then had to add money to in order to enjoy. I recommended the wine flights on this board to folks who I know have bought them and even though it is clearly not my fault, I am sorry that those people will not be getting what they thought they were buying.

[kryos]

Her whole attitude was "I'm Steiner and it's their problem." It was really just very unpleasant and I don't make a habit of spending my holiday tromping all over the ship trying to negotiate for what I was sold in the first place. It bothered me that HAL's email response just told me to contact Steiner. As the woman at the spa so loudly pointed out, I bought the voucher from HAL. All I was asking customer service was why they were selling stuff other than what was available onboard. By this point, I would not have enjoyed the massage and I don't think stiffing the attendant would have been fair. My issue was with HAL or Steiner, not the therapist.

I thoroughly understand ... and it looks as though Steiner has lost another customer as a result. Don't they see the foolishness of their attitudes? As Sail pointed out, because of her confrontation with her many years ago, they probably lost out on thousands of dollars worth of treatments that she would have purchased over the years. And, I'll bet it was over something petty and stupid ... a small overcharge or something of that nature.

 

I have heard of so many people having problems with Steiner ... double charges appearing on their bills for the same service, hard sell of various beauty supplies, etc. On my Hawaii/South Pacific cruise last January, I happened to be sitting out on the aft deck enjoying a cup of java and a cigarette, when this woman came to a nearby table to join friends. She was really steamed and I couldn't help but overhear her conversation. She had just returned from the spa after having a whopper of an argument with the manager. Apparently her husband (a dope, as she put it) had gone to the spa that morning for a facial. While there, the Steiner employee fast talked and hard sold him about $200 worth of facial products that, as his wife pointed out, he would never use. He brought the bag back to the cabin. None of the products were open. None of the cellophane wrap was torn from the boxes. When his wife asked what was in the bag, and he told her, she flipped. She immediately took the bag and marched it back up to the spa. She politely requested a refund for the products and handed the bag to the spa manager. The spa manager politely informed her that the items were non-returnable. She spent over two hours, according to her telling, with the guest relations manager and the manager of the spa getting the matter resolved. In the end, they accepted the products back, but only after she raised her blood pressure by several points arguing with them. She said that neither she nor her husband would EVER use Steiner again ... for ANYTHING.

 

I guess that's what happens when one enterprise has a monopoly. On land, you probably wouldn't see such poor customer service, because if someone has a lousy experience at one spa, they'll just switch over to another. On a ship, they can't readily do that. They either deal with that spa, or they take no spa services at all. Kinda sucks.

 

Blue skies ...

 

--rita

[hammybee]

How long ago did you order the massage? I looked at my most recent gift list, and I see that they now list the aromatherapy full body massage for 50 minutes at $99. The price of the massage may have increased since you put in your order, and they are currently offering reduced services for that price. Perhaps that is what has created some of the confusion.

 

I'm really surprised that the gift card is not redeemable for the service, and I don't think you should have to go the shipboard credit route. I imagine some people are gifted with a massage from family, friends, or travel agents and go to the spa thinking that the entire charge has been paid....only to learn later that they were charged $120 or $130 and the gift certificate only covered $99. That would be embarrassing to me if I were the giver.

 

You are always the voice of reason, Tricia.

 

On one hand I see the logic in translating a gift card to OBC. What if the receipient does not want the gift and would prefer something else? On the other hand, in this particular case, it creates an ackward situation for everyone, if the gift card is not redeemable for the entire gift, as planned. Not only does the recipient have to deal with the situation onboard, but they are faced, upon their return, with the decision to tell the gifter, and potential concern with appearing ungrateful. In other words, another fine mess and it does not have to be this way.

[Crusing Bob]

I tried doing a Quick Post but the server seems very slow so my post is regarding your stated experience. Since we are sailing Westerdam, I checked into this situation with a specific question as to Purchased Gifts and below is the response from HAL after they contacted Steiner.

 

Good Afternoon,

I have just received a reply from the Spa Manager on the ms Westerdam. She advises that they do not charge additional fees when guests use a gift voucher for a specific service. If the guests request something different, they receive credit for the voucher and must pay the difference.

I hope this is the information you are looking for.

Warm Regards,

Margaret Knight

Margaret Knight

Ship Services Coordinator

ms Westerdam

800-541-1576 Ext. 2218

206-270-6048 (fax)

[Schplinky]

I wish that had been explained to the fine folks at Steiner. I bought the gift voucher for the current price of $99 (which if I understand Tricia's post is still the price they are selling it for) but the spa clerk roundly refused to allow me that service at that price.

 

I fully understand folks who say I could have pursued it and could have "won" if I had gone to Guest Services and argued my point and then gone back to the spa for the service, getting what I paid for in the first place, but the fact is, that's not the way I want to spend my holiday. I don't think getting a massage after all that negotiating would be all that relaxing. My email to HAL was to discover why there was such a disconnect between the purchase of my service (and for the price of things in PG) and what was offered onboard.

 

As Rita and others say, I will skip the spa roundly from here on out. I usually would have had a service at a little over a hundred bucks a cruise. Multiply that by three cruises a year and the fourty odd years I have left on the earth and it's amazing they can't think of a way to keep a customer happy and earn twelve grand in the process.

[wizard-of-roz]

Me thinks there's more to this than just not getting what you paid for!

You certainly appear to be a pretty intelligent fellow.....and, certainly you were not born yesterday! When someone says you can't have it and you know you can....and, you're being reasonable about it......insist; assert; and relax!

I have spent a fortune on ordering everything from; balloons; cakes; flowers; banners; wine; spa treatments and manicures-all prior to our cruising, on many different lines.....sometimes they're late in delivery but I have never, never been disappointed!

At the moment you're not real happy with HAL, anyway so it wouldn't matter what they did.....you'd find fault in it! :o

[Jade13]

double post

[Jade13]

Well this is interesting, I read the reply and I did not get the same feeling that you did. This is what I saw/read:

"On behalf of Holland America Line, we sincerely appreciate you taking the time to forward your comments, concerns, and compliments to our corporate office. The feedback we receive from our valued guests, such as yourselves, helps us to address and rectify any areas where our service is less than our commitment to a “Signature of Excellence.” In this way we are able to maintain our guests’ satisfaction and approval.

Our company needs the constructive criticism that only our guests can provide. Please be advised that we have taken your input very seriously, and it has been forwarded to the appropriate members of senior management for their information and benefit. We empathize with your experiences regarding utilizing your spa gift certificate and purchasing the wine tasting package in the Pinnacle Grill and we deeply regret your dissatisfaction. Our company continually strives to improve our product and service in an effort to provide the best possible experience for our guests, and the details you have provided have been well noted. "

They said they took your input very seriously and I assume were taking action. Yes, it is obvious that the person you wrote the letter edited a form letter and I certainly would have changed the ending, "Thank you for sailing". It just didn't come across as bad to me as it did to you. While I would have written a letter, I would have also called directly to the ship Coordinator, Thank you to Crusing Bob for supplying her name, Margaret Knight. I think you should give her a call. I was looking for her info as I too will be on the Westerdam this summer.

Note that I called the ship Coordinator re an issue on the Veendam (but also to thank him for his help), and he seemed happy for the information. One minor issue (it really wasn't why I called but has to do with the on-line gifts) is that I was not told to bring the Pinnacle receipt to dinner (I had checked the reservation earlier in the day). They still fed us and I brought it over the next morning, but know-one from ship services had advised me about this. The ship Coordinator said he was glad I called because they were discussing a "stand" to hold the gift cards,. I told him it wasn't readily available in the piles of information left by HAL.

On another note, I started reading your "Blog" about your trip, and I thought you were so positive and loved your trip. I am so surprised to hear that you won't be using HAL again..(because of one dumb Spa Manager? And yes, I would have fought to get my $99 massage). Please do call the Ship Coordinator. They are at the level that can look into the situation. I know they are in contact with "their" ship.

[lippylulu]

I just ordered myself the online spa aromoatherapy massage for the $99 on the HAL website. I ordered gifts for my daughter and husband and thought I'd order for myself too and sign their names to the gift so they can enjoy giving ME a gift too! I can undertsnad not wanting to fight and argue to get what you paid for in this situation. A masseuse has their hands on YOUR body and they can do real damage if they don't do a good job. I don't wnt anyone givign me a massage with a chip on their shoulder.

 

If I go thrugh this nonesense I will cancel it immediately and THEN report it to conceirge, guest services, hotel manager and half the ship.

[Nghthawke]

I said, no, I ordered a one hour aromatherapy massage.

 

But you didn't order a one hour aromatherapy massage online. You ordered a 50 minute aromatherapy massage -- there are no one hour aromatherapy massages available online.

 

I fully intend to have a hot stone aromatherapy massage when I board ship in May. I had a wonderful experience the last time, no hard sell at all. Courteous staff, helpful. I had never had a massage before and was, I felt and still feel, pampered. The hot stones melted my aching tense muscles into butter. Wow. Sorry you didn't have the same experience.

[lov2sailtoo]

In a nutshell, we purchased a gift certificate online for an aromatherapy massage for $99 on the HAL gifts web-site. Once onboard, I booked the massage. I went back a couple of hours later to ask if I needed to bring the gift card for the massage. The woman at the desk said that no, in actual fact, it shows up as shipboard credit and then the massage acts as a debit to cancel it out. I mentioned that the credit was $99 and she said that it wouldn't cover the massage (which was $120 or $130). Seeing my distress, the clerk said not to worry, they will just reduce the service and I won't have to pay more. I said, no, I ordered a one hour aromatherapy massage. She said, well then you will have to pay more. She was very unpleasant and said this was HAL's problem, not hers. It was so upsetting that I did not want to give the spa any business so I let the shipboard credit remain and did not book an appointment.

 

A couple of nights later, we went to the Pinnacle Grill. They sell wine flights for the Grill online, as well. They are described as 2.5 ounces of four different wines. They offer four different flights at various prices. We did not buy them online as we were unsure. We wound up ordering them in the Grill and the waiter described them as one ounce of each of four wines. The prices were identical to those online. I asked if it would have been better to buy them online and she said no, these are the only flights they have.

 

My email to HAL customer service was to ask why what they are describing online (with their massages and the wine flights) is not what you get onboard when you order these gifts. Their response was all too typical. They said they were sorry we didn't like the spa and here's the address of the company that runs it. I was not questioning the quality of the spa, I was questioning why I was sold something that I could not receive onboard. I was asking why you don't get what you pay for.

 

It irks me when they say "we look forward to seeing you again."

 

They won't.

 

 

 

 

Dear Mr. XXXXX,

 

Thank you for the e-mail regarding your ms WESTERDAM cruise on January 21, 2007. We truly appreciate the valuable feedback you have provided us.

We were sorry to learn that you were disappointed with the purchase you made on board in our beauty salon or spa. Steiner Management Services is the company that manages the beauty salons on board all Holland America Line vessels. For your convenience, we have listed below contact information should you have any further questions.

 

Please write or call:

Steiner Management Services, L.L.C.

Attn: Nicky Calice/Customer Service

770 South Dixie Highway

Coral Gables, FL 33146

Ph# 1-800-423-5293 ext. 2226

Fax# (954) 462-3006

E-mail: Nickyc@timetospa.com

On behalf of Holland America Line, we sincerely appreciate you taking the time to forward your comments, concerns, and compliments to our corporate office. The feedback we receive from our valued guests, such as yourselves, helps us to address and rectify any areas where our service is less than our commitment to a “Signature of Excellence.” In this way we are able to maintain our guests’ satisfaction and approval.

Our company needs the constructive criticism that only our guests can provide. Please be advised that we have taken your input very seriously, and it has been forwarded to the appropriate members of senior management for their information and benefit. We empathize with your experiences regarding utilizing your spa gift certificate and purchasing the wine tasting package in the Pinnacle Grill and we deeply regret your dissatisfaction. Our company continually strives to improve our product and service in an effort to provide the best possible experience for our guests, and the details you have provided have been well noted.

We thank you for contacting our Guest Relations Department. Also, we thank you for choosing Holland America Line for your cruise vacation and we look forward to serving you on board again.

Regards,

 

 

 

Jennifer Cozby

Special Advisor

Office of the President

I totally understand why you did not want to waste your time going further "up" with this less than gracious service while on your holiday. Steiner is a company out of England. They have nice "pricey" skin care products and I have heard through the grape vine that they have a weekly target of 47,000 benjamin's. I figure you got caught in the middle. Choosing not to use their service might make them wake up.