• Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.

American Cruise Lines

Sep 23, 2019
1
0
1
70
I recently returned from an American Cruise Lines ship called the Queen of the West the ship was outdated, dreary and dumpy. The food was mediocre , the staff was inexperienced and unprofessional. We were expecting an historian lecturer and exscorted tours. We got none. The cruise for one week was outrageously priced. $1400 per night. We were expecting a luxurious experience for what we paid.ive called a emailed cuto,Ed service and have not received a reply. What do I do?
 

VoR61

Jan 6, 2015
3,440
4,182
113
the United States
You should, I think, relay your experience to American Cruise Lines executives. If/when you do, I recommend you cite examples rather than using labels like outdated, dreary, dumpy, inexperienced or unprofessional. Tell them what you experienced in a short, bulleted list and let that convince them to make changes. If you would like compensation, consider an amount carefully and include that in your email.

When you reach out to the corporate level . . .
Do not use inflammatory language - be polite and professional
Do not reach out to every contact simultaneously or even one right after another
Do not start with the CEO - begin at the lowest level in our company contacts for American Cruise LInes (that is a link)
Present a brief summary (list) and give each contact one (1) week to respond before escalating to the next level

In the meantime, here are some Cruise Critic reviews of the Queen of the West:
https://www.cruisecritic.com/memberreviews/getreviews.cfm?action=ship&ShipID=638
 

jsn55

Verified Member
Dec 26, 2014
9,039
9,725
113
San Francisco
I recently returned from an American Cruise Lines ship called the Queen of the West the ship was outdated, dreary and dumpy. The food was mediocre , the staff was inexperienced and unprofessional. We were expecting an historian lecturer and exscorted tours. We got none. The cruise for one week was outrageously priced. $1400 per night. We were expecting a luxurious experience for what we paid.ive called a emailed cuto,Ed service and have not received a reply. What do I do?
We had the same experience with ACL's "Independence" Jacksonville-Charleston last Christmas. It was by far the most expensive, most horrible experience we've ever had anywhere. I am totally to blame, as I saw very few reviews ... but we are fairly flexible and usually comfortable anywhere. Nothing could have prepared me for the awful ship and incompetent cruise director. I should have worked harder to find out about ACL. Everything was just as you say, plus lots of other nasty experiences. In our case, however, the meals were very good and most of the crew worked hard under bad, very bad circumstances. Communication was non-existent. I had lunch with a lady who told me they had called her the day before her flight to JAX and told her that she needed to skip her cruise and take the one in the opposite direction the next week. They didn't ask her, they TOLD her ... seemingly unaware of what kind of upheaval that would cause. Fortunately, she just told them to go away and stop bothering her. Our cruise was worth about $400 a night per cabin, it was very comparable to a week at Motel 6 adjacent to a nice restaurant. I posted on Cruise Critic in January, not sure if it's still there. I know three travellers who think ACL is great ... but they've never been anywhere! ACL offered us a 25% discount on a future cruise, I told them to send their executives on a European river cruise to see how it's done. Even at a 50% discount on one of their new ships, the experience would still be mediocre, they're absolutely pathetic. I wish I had some advice for you, other than just chalk it up to life's list of mistakes.
 
  • Like
Reactions: Mel65
Sep 1, 2018
24
47
13
Was it really $1400 per night? If it was per night, you should have had ridiculously good service, food and entertainment. The problem I see is that some of your complaints are subjective (dreary, dumpy, mediocre). Follow VoR61's advice but be specific with your complaints (specific things that didn't work, promised escorted tours or whatever). If you just say the crew was inexperienced, that doesn't really tell them anything. Be specific with as many names, incidents you can accurately recall.
I know this is a little late, but if/when you do cruise again, do as much research on the cruise line as you can.

We're frequent cruisers but will only cruise Disney because they really know how to do things right.
 
  • Like
Reactions: VoR61

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,109
20,969
113
New York
www.promalvacations.com
This is a frequent complaint of these lines here. Many guests that do these cruises have never done any type of cruise before so they have nothing to compare the experience to. I wish people would really check reviews before they book so they understand its a three star cruise at best in most cases.

If you look at reviews on Cruise Critic you’ll see many of the same issues. We warn people what to expect before they book so they have no surprises when they travel.

Seven days start at around $4200 pp. Ships are small so of course you will pay more pp anyway but they also have to pay US wages to their staff which makes it more expensive ad well.

There is no comparison to what you could get for less money on a 4 to 5 star river cruise line in Europe.
 
  • Like
Reactions: victoria6156

jsn55

Verified Member
Dec 26, 2014
9,039
9,725
113
San Francisco
This is a frequent complaint of these lines here. Many guests that do these cruises have never done any type of cruise before so they have nothing to compare the experience to. I wish people would really check reviews before they book so they understand its a three star cruise at best in most cases.

If you look at reviews on Cruise Critic you’ll see many of the same issues. We warn people what to expect before they book so they have no surprises when they travel.

Seven days start at around $4200 pp. Ships are small so of course you will pay more pp anyway but they also have to pay US wages to their staff which makes it more expensive ad well.

There is no comparison to what you could get for less money on a 4 to 5 star river cruise line in Europe.
As I stated, there are very few reviews for the Independence, the ACL ship we sailed on last Christmas. I want to be clear: if there are few reviews, move on. That was my mistake booking ACL. I'm used to the prices for small ships, we've sailed on many around the world. We are also extremely adaptable travellers and can make something positive out of almost any experience. Our ACL experience was overwhelmingly bad. I'm not sure I'd cruise with them again (in spite of their terrific itineraries) even if it cost $100 a night pp for the "penthouse suite".

I just looked up my review on Cruise Critic, and the memories made me shudder. The top deck suites are indeed very expensive, about $7500 pp. I had forgotten the idiocy of ACL charging extra for shore excursions ... the quality of the shore excursions was about on a par with the ship itself.

I can't say it loudly enough: When booking a cruise, if the reviews are sparse, no matter what is said, just don't book it. No matter how enticing the itinerary and timing is, spending a week on a ship like Independence was horrible.