Name: American Cruise Lines
Rating: 4.6

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kingtb Arvada, CO

Our family of eight, two of whom are physicians, took an Alaskan cruise with American Cruise Lines on the American Constellation from Juneau, Alaska starting July 4, 2021. We were told that all passengers would be vaccinated, and we were led to believe that all crew would also be vaccinated for COVID-19. However, while we were tested prior to boarding, passenger vaccination status was never verified by showing vaccination cards. A passenger told one of our group that the she was “half-vaccinated.” It turned out that several of the crew were not vaccinated and had been allowed to go ashore in ports. On the fifth day (July 9) of the 10 day cruise, only a handful of the wait-staff showed up for breakfast. There was no explanation and the morning excursions occurred as usual. We learned at lunch that the trip was going to be cancelled, and we would be returning to Juneau because some crew and passengers tested positive for COVID-19. There was inconsistent messaging about quarantining. We were told to quarantine after lunch on July 9, but breakfast the following morning was served in the dining room. After breakfast, we were told to quarantine again. I am unaware of any contact tracing; and, despite American Cruise Lines’ claims to the contrary, testing was not required prior to disembarking the ship. Our family chose to be tested, and we were all negative. There were reports of an outbreak in Fairbanks related to the cruise; but since others disbursed to various parts of the United States, additional exposures are unknown. Although American Cruise Lines did give us a partial refund for the cruise, they did not reimburse us for over $2500 in additional costs incurred by the eight of us for rearranging airfare and booking hotels. Despite multiple attempts over two months to contact American Cruise Lines by email, phone, and certified letter about this issue, there was never any response about these additional charges. Based on my experience with four other cruises (three on small ships), the outside cabins with balconies were quite nice for the price, as were the amenities. Prior to the interruption, we had been enjoying the cruise, the excursions, and the educational and entertainment programs on board. The officers, managers, and crew were friendly, engaged, and responsive. The food was average. We had notified American Cruise Lines prior to travel that one of our family is vegetarian. We identified this again on board, yet there was never a vegetarian option at any meal. Another problematic area was not providing transportation to the hotel upon arrival. The Juneau airport is outside of town and cab/Uber/Lyft options are limited. With people from our flight and other flights trying to get to town, it took over 1 1/2 hours to get a ride to our hotel. Given our overall experience, we are unlikely to use American Cruise Lines in the future.

2 years ago

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Shirley Marshall Orange, TX

Interesting people, unique places to visit that I never heard of in some cases. I love the laid back way to travel with small groups. The crew was outstanding on all the trips we have taken.

4 years ago

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don wrhel Snellville, GA

2019 was our first cruise with American Cruise Lines. We were so impressed we booked another cruise for 2020. Everything on the cruise was first class. The ports of call and tours were all interesting and informative.

4 years ago

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Alan and Carol Brittingham Louisville, KY

Our American cruises have been blessed with outstanding hospitality, cuisine, scenery, entertainment, tours and camaraderie. We’re excitedly looking forward to our next cruise.

4 years ago

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Carolyn Stevenson Plainfield, NJ

Loved every minute of our river cruise ! Smooth sailing , great food , wonderful people and staff . Looking forward to our next cruise . Thinking of going on Columbia/Snake River Cruise

4 years ago

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[email protected] Naperville, IL

Loved cruising on the smaller boats with the smaller number of guests. Food was superb and the service the best that we have experienced. Very relaxing and enjoyable cruising.

4 years ago

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Carson Smith Union City, CA

The crew and hospitality staff were friendly and did a great job helping every guest have a great time. The ship was clean and well kept and the food and drinks were excellent.

4 years ago

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Neil Denver, CO

We had a great cruise. The ship was comfortable, entertainment was entertaining and food was good. The kitchen and service in the dining room were at times somewhat unorganized but the experience was still very good.

4 years ago

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Michael Citrus Heights, CA

We loved to crew. They would do just about anything we needed and were very friendly. Most of the tours were great. This is our third cruise and we are signed up for one more.

4 years ago

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Dr. Larry Dukes Hillsboro, OH

Everything was first class. Of the dozen or more cruises I’be been on the food and service was the best. It was our first cruise on American but we already signed for our next one.

4 years ago

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M. Connell San Mateo, CA

Outstanding food in both quality and presentation. Happy hour: food runs out in five minutes with no replacements. Most shore excursions are very good and well organized. Some major mistakes - West Point: saw the sights but gave us no time to see movie or exhibits in the visitor's center -- major disappointment. Ship's representative accompanies about half of the shore excursions. Usually very good ADA service. Would sail with ACL again.

4 years ago

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Barbara Tamblin Rocklin, CA

After cruising the complete Mississippi last year, a 5 star trip, this cruise was a surprising disappointment. There did not seem to be enough experienced staff in charge, excursions overbooked, no body from the staff accompanied any of our excursions leaving the bus driver or local guide "responsible" for groups, we actually gave up seats for very angry passengers

4 years ago

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Sandra Madison, GA

We went on the Maine cruise last year and enjoyed it a great deal, but not the Hudson River cruise. The food and dining staff were wonderful, the cruise director not so. She was a non presence. She never spoke to us or anyone else that I could. She gave misinformation about the disembarkment procedure. The cruise stops were not good. If one did not go on the excursions, one did nothing. I would not recommend the Hudson River cruise. We are giving American Cruise Line one more chance next year , but many on board said, “ Never again.”

4 years ago

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Rita E Northfield, OH

Staff very efficient and helpful. Serving staff very accommodating. Some entertainment was not enjoyable. Victory Belles, Partly Cloudy Trio and Judy D all superior entertainers. Three days of Connie G was an overkill. Dale B gave us great historical information

4 years ago

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Judith Dumin Radford, VA

The cruise was very chaotic due to the leaving of the cruise director. Sarah stepped in and did a wonderful job of picking up the pieces. Gabbi G is an excellent server and always knew my wine choice. Dominic H did a great job cleaning our stateroom.

4 years ago

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James and Martha Mewhirter Vancouver, WA

We felt the galley was under staffed as our service was slow. We would be near last about every meal. Also in the morning going to the tables as you entered the dinning room for fruit, rolls, cereal and yogurt. The dishes were not clean and I informed at least four different staff members.

4 years ago

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John Collie Scottsdale, AZ

The boat is old and made a lot of noise at sea. The food vas very good and the wait staff did a good job serving. Bringing guests aboard for dinner caused us a problem because the dinner ran out of seats. The on board expert was not very interesting as his presentations were his opinions based on his historical background. The nightly entertainment was so so. The tour director was very new and did an excellent job for her experience. You should train better.

4 years ago

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Marilyn and Arnold Lincoln, CA

Maiden voyage so the multiple “glitches” were probably to be expected. Staff tried hard, but seemed over worked at times. Food quality did not live up to expectations. Price of cruise did not match value received for that price

4 years ago

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Paula San Francisco, CA

Ship was clean. Room was clean however bathroom seemed to only be cleaned a couple of times. Food was good. Dining room service could use some improvements. Service usually three hour from start to finish. The dining hours could be extended for a more convenient dining experience. More experience wait staff would be good also. My husband has red wine and iced tea dumped on him twice. The shore excursions were very poor. A big waste of time. Two of the towns we were docked in had nothing to do.

4 years ago

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Philip G. Pfefferle

We did the American Revolution Cruise. The cruise was great but with 2 issues. The ships wifi is really bad. So bad in fact to be now usable. The other is that my wife has special diet needs and she met with the chief and they still couldn't get it right.

4 years ago

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Stephen Kerwick Wichita, KS

Excellent new craft. The crew on the Song was exceptionally fine, the best we’ve encountered on ACL to date. Food and drink we’re wonderful and more diverse than our last cruise. Meal times were more flexible as well.

4 years ago

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Sam Mondello Camillus, NY

We cruised on the new American Symphony from Nov 2-7. Our stateroom was spacious, very clean and the staff was very friendly. There seemed to be a disconnect with upper management and the staff when questions arose . So....Our river cruise on the Mississippi was cut short (not ACL's fault as the Mississippi was low). However other issues during the cruise left everyone perplexed on how to deal with: running short on food and supplies, lack of communication, being short-staffed, low quality entertainment, extra time on buses to "compensate" for not docking in places, mediocre shore excursions, confusing changes in schedules that weren't communicated well, activities that were cancelled last minute, and most disappointing: disregard for requests for a partial refund from their customer service and the CEO. There were more people discontent than happy with their experience and we learned from our mistake and would suggest you take any other cruise line besides ACL.We have been on dozens of cruises with a total 8 or more cruise lines and never had such a disappointing experience like this!

1 year ago

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Mary Tucson, AZ

This was the Puget Sound Cruise on the Constellation . We left the ship on day 3. Cabin was dirty, most chairs in the ship were stained, dinning room looked like a 1970's nursing home dining room, carpet was torn in our hallway (major trip hazard), our bathroom was filthy, no safe in room, even tho we were told there would be, a number of things in our room were missing and we had to ask for them, like the desk chair. (And they bring us a stained chair). The crew was friendly, but obviously lacked training and supervision. There was no resemblance to the "modern, elegant, luxurious comfort they talk about on their website and brochures. This cruise was not worth the cost by any stretch of the imagination. You pay for the Hyatt and get a Super 8. We’ve learned our lesson, at a great cost to our pocket book, that we will never go on another ACL cruise no matter how wonderful the they say it would be.

1 year ago

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Mops Queens, NY

Ok so we stood in line for an hour in the sun for COVID testing.. Thankfully we finished before the rain started. Housekeeping was hit or miss. The ship was out of shampoo. No cups or glasses in the room despite a K cup machine. No bath mats, no wash rags. They ran out of white wines. The Champaign was Korbel. Dinner was beef, pork, lobster too many times. Desert was one kind of pie and ice cream. So, all was tolerable til they blew an engine and we were dead in the water. The busses did not have bottled water on board. For the price, one could do so much better. We are considering abandoning this cruise if we ever get an engine to take us to the next port. Seriously there are better cruise lines available now, don’t waste your money on this one.

1 year ago

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SR Faithful Woodbridge, NJ

Just called about an 11 night cruise from Baltimore to Williamsburg area. Have you ever been between Baltimore and Virginia in November for $13,000 ($500/person/day)? June? July? But November? There is absolutely nothing in St. Michael’s in November. And, it’s really not all inclusive. Celebrity, here I come.

2 years ago

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Lslondre Playa Vista, CA

In November American Cruise Lines were poorly staffed, poorly prepared except for the shore excursions, and had inventory problems of beef, sour dough bread and Swiss cheese to name three. They seemed to have a cost control program on food and wine. Served $6 bottles of wine as featured. I would rate them a C+.

2 years ago

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Suzanne Perrine Benton, AR

I was on a Columbia River Cruise beginning Sept 18, 2021 on Queen of the West in room 207. I was told it was the last room left on the ship and now I know why. It was more like a narrow hall blocked by a cot. I had a shared veranda (which I thought would be private) with the couple in room 209. My window shade to the veranda had slates missing and was too narrow for the door window. So my room had no privacy. My soap dish kept falling off into the toilet along with the soap and the top drawer to the dresser by the veranda door would not stay shut. After 3 days of asking for assistance, the soap dish was replaced and glued down, the dresser drawer still wouldn't stay shut and the blind was replaced but still too narrow to cover the window. Overall, the ship needed retired. The paddlewheel had slats missing and the remaining ones were badly rotting. The carpet had tears and frays all over the ship, it needed paint and it was a sorry experience. The service the first few days was the saving grace and was excellent, however, in the middle of the trip most of the experienced staff left and was replaced by trainees. The service was awful after that. The food was very bland and either over cooked or undercooked. It was the first cruise I have not gained a pound. That's bad food. I traveled with 4 others and they had similar experiences but nicer cabins. 201, 202. The problem with those cabins was there was no privacy outside their front windows. It was open to everyone if the blinds were open. The shore excursions except for Mount ST. Helens were dull, mediocre and one to Mary Hill Winery was canceled because another American Cruise Line Ship docked at our preplanned dock and we were docked miles away making it impossible to take the tour. I have not been reimbursed for the $50 on the canceled tour and it has been a month. I did take the pre cruise extra day at the Red Lion Inn. It was being renovated and there was only 1 elevator for the entire large hotel. The machinery outside my window was noisy and constant through the day and the hotel was definitely in need of paint and fixing up.

2 years ago

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John Maynard Fairfield, OH

Preferred the smaller ships versus larger cruise liners because: casual environment, friendly crew and passengers, that "homey" feeling, yet professional .

4 years ago

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Dick & Joanne Lakeland, FL

We have really enjoyed our cruises with American Cruise Lines. They have continually supplied a great experience and seem to draw a great group of passengers. Cudos to ACL

4 years ago

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Bob Stromberg Simpsonville, SC

The ships crew was absolutely outstanding. My wife had problems and the crew went above and beyond what would be expected to help her. Could not have asked for more from them.

4 years ago

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Kevin Pringle Los Gatos, CA

The Harmony was a new ship when we sailed on the Mississippi. Crew was very friendly and helpful. Good meals, fun evening live entertainment, very interesting shore excursions and plenty of historical information.

4 years ago

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Frances Husejinovic Ridgewood, NY

I like the service everyone is great. They take great care of you. They are the best especially with single travelers. I recommend them to everyone I talk to.

4 years ago

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Robert A. Kleeb Denver, CO

Meals were wonderful. Having tips paid with fare takes away a lot of difficult decisions about who & how much to tip all the wonderful staff who served us.

4 years ago

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Roy and Susie Casper, WY

We were pleased with all aspects. Only suggestion is support staff need more assistance at disembarkment and the nite before. Verandas are difficult to maneuver on.

4 years ago

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Joe and Mary Lexington, VA

We've done five cruises, enjoyed them all and have signed up for two more. The ship comforts, destinations and excursions are great. The food cooking and service were not up to the standards we expected.

4 years ago

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Gene Bell Phoenix, AZ

This was my first cruise and have already booked the second. Staff were all very personable and accommodating, great meals and excellent choices for on shore excursions.

4 years ago

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Carolyn G Maynard, MA

This cruise had the most turbulance. I am having trouble walking. The last day was a nightmare. When the taxi driver asked for our luggage, Chris said we were all set. We got to the airport----no luggage.Sent driver back and they would not give him the luggage until all the buses were loaded. We barely made our flight. Please look into this.

4 years ago

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Norman Aulabaugh Orfordville, WI

I booked cruise 474 which was to travel on the Mississippi river from St. Louis, Missouri to St. Paul, Minnesota from October 6 to October 13, 2018. When I arrived in St. Louis the evening of October 5, I found a note in my Hotel room saying there had been a change in my itinerary, that my Cruise had been changed from a Mississippi river cruise from St. Louis, Missouri to St. Paul, Minnesota to a cruise on the Cumberland River traveling from St. Louis to Nashville, Tennessee. Although there were many people booked on cruise 474 staying at the hotel, there was no representative from American Cruise Lines at the hotel to answer questions. I called the American Cruise Lines customer service representative and was told that due to high water on the upper Mississippi, the ship could not get under one bridge and therefore the cruise had been changed to the Cumberland River Cruise. I explained I did not want to go on the Cumberland River Cruise to Nashville, that I had booked the Mississippi River Cruise to St. Paul Minnesota. I further explained that I either wanted a refund or I wanted to re-book the Mississippi River Cruise from St. Louis to St. Paul for a later date. I was told neither of these option was possible and that if I did not go on the Cumberland River Cruise to Nashville, I would forfeit all the money I had paid for my cruise. I want this issue to go on file to warn other about the very unethical practices American Cruise Lines employs. They certainly are not customer oriented. They get your money, and then when they can't deliver on the trip you had booked, they seem to believe that sending you on another completely different cruise will fulfill their obligation. There were over 100 other people that were infuriated about the way we were treated by American Cruise Lines. I hope the Better Business Bureau has heard from them all. I went on the "alternative" cruise to Nashville as there was no alternative besides forfeiting the $10,000 I had already paid. I'm outraged.

5 years ago

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S “Me” Mc

Overall very well done, tour guide used on last tour at Oak alley was unethical

4 months ago

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Judy Fitzgerald Los Angeles, CA

What we like best was the smallness of the ship compare to Ocean Cruising.

4 months ago

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John Masters Valdosta, GA

Very helpful and courteous staff and crew. Excellent facilities, condition of the ship, meals and activities.

11 months ago

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David Simia Cleveland, OH

Horrible experience characterized by: poor service, disorganized, poor entertainment, continuously out of basics - food, beverages, potato chips, breakfast items, bread, snacks, inattentiveness to senior travelers such as having them wait in 85 degress waiting 45 minutes for buses...Overpriced disaster! Stay away. Definitely not for the SENIORS.

1 year ago

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David Backholer Hilliard, OH

This was our first Cruise and the service and professionalism shown was above and beyond what we expected. I cannot fault any part of the experience.

1 year ago

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Cruiser2333333 Bridgeport, WV

Our cruise ship was so poorly maintained that the generator broke down and we lost one full day, of 6, for repairs. As a result, we missed an entire port of call and all of the excursions we had paid for were cancelled. We have heard nothing from this company about reimbursement, not even an apology. Apparently, ACL plans to just keep our money. Very disappointing. Choose a different cruise line!

1 year ago

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Potterdog Suffield, CT

Great ships, extremely competent crew, great foods and food selections, excellent waiter/waitress personnel, always give assistance when needed.

4 years ago

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Maryann Wright Fernandina Beach, FL

Food and service on all three of my cruises (Columbia River, Hudson River, and New England) have been excellent as have been the choices of excursions.

4 years ago

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Lois Tyler Ballston Spa, NY

Cracked dam disrupted the flow of the trip.unpacking repacking , unpacking was not anticipated. Not America cruise fault, but did not make the cruise go smoothly.

4 years ago

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B Hake Marietta, GA

We had the unfortunate experience of being on the Columbia River cruise when the Bonneville Dam lock broke and we had to spend the majority of the time docked at the Red Lion in Portland.

4 years ago

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Catherine Thomas St Louis, MO

Everyone from the cruise line was very friendly and always went out of their way to make our trip as enjoyable as possible

4 years ago

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Evangeline Saint Albans, VT

My room on the Queen of the Mississippi, one of the American Cruise Lines Paddleboats, was misrepresented on the diagram in their booklet as a Category A double; it was at best a single. It was cramped and had a musty, moldy odor caused by a leaky AC. When I requested that the company refund a portion of my expense for this room, I was offered a 20% courtesy discount on a future booking. Not at all happy with this offer.

8 years ago