Horrible experience

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Review Details

Overall Rating:
Cruise Line:
Emerald Waterways
Cruise Ship:
Emerald Star

Review Profile

56 - 65
October, 2020
Times cruised before:
We booked an Emerald Waterways river cruise a year ago and paid in full to get a discount. A river cruise was on our bucket list and our travel agent raved on and on about Emerald Waterways. Fast forward to 2020 and the pandemic hit the world hard. We fully expected the cruise to be cancelled and just yesterday it was. I knew that per the terms and conditions that if Emerald cancelled the cruise we were to be offered an alternate sailing date or a FULL refund. BUT, the letter I received said they were "suspending" (not cancelling) all sailings and if I didn't want the future cruise credit I could cancel under their standard terms and conditions. If I cancelled then I would lose a $1,000 deposit! I'm told this is an act of God and that the pandemic cancelled the cruise - not Emerald Waterways.  Seriously?  A pandmeic can't cancel anything, only people.This is a bad faith offer in my opinion. I am so upset with the way this was handled. I understand we are all suffering from the pandemic but Emerald Waterways needs to step up and do the right thing. Rest assured I will not be a future customer of Emerald Waterways.                                                                                                                                                                                                     
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