We went on Holland Americas' Rotterdam on May 23 on a New England/Canadian Cruise of 12 days. The ship was absolutely beautifull. The food and dining room service was great. The entertainment was the best I have seen on the many cruises I have been on(at least 14).The service on the ship was excellent. The only dissappointment was the shore excursion staff and a couple of the shore excursions they sold us. Someone definitely did not do their homework and they were very disappointing. I tried talking to the Shore Excursion's Office but got nowhere. I then tried the Pursars Office and they said the Shore Excursion Manager had complete control over all complaints. All they could do is forward them to them. I told them that was like having the Fox guard the Henhouse. There had to be someone not in that department to review complaints because they had a very poor attitude and refused to do anything. They said to write the Seattle Office their hands were tied.
In all the cruises I have been on I have never seen the Shore Excursion Department act this way.
My wife and I had a very legitimate complaints. On one of the Excursions to see the Bay of Fundy the bus driver and guide actually got lost ! I know this is hard to believe but the guide actually had to get off the bus and flag down a car and ask directions ! For $98 per person we got to spend only 20 minutes at the Bay of Fundy which was suppose to be the highlight of the Bus tour which was a 7 hour tour.This was the only sore spot on an otherwise nice cruise. Hope they straighten this department out.
I would say you have a legitimate complaint and I am shocked the Pursers office did not intervene for you. Next time you do not get satisfaction from the pursers desk ask to speak to the hotel manager. The onboard shore-ex department is NOT independent as you were told.
I am the editor, but I also speculate, ask questions and play devil's advocate. I reserve the right to change my mind.