Susan M.
Yelp
Horrific experience on American Cruise Lines:
My mother and I were passengers on hugely problematic voyage of American Cruise Lines' American Splendor from 10/9-10/16. For my mother, who is 91 years old, this trip was intended to be her last "travel hurrah," and I was happy to accompany her to make this wish come true. My mother and I believe that we, and other passengers on this trip, were victims of false advertising and operational mismanagement. We have conferred with other passengers and also with staff members and there was widespread agreement that the trip was substandard and mismanaged.
In fact, we were so unhappy that we chose to leave the cruise at the first opportunity to disembark, which came after a full four days stuck on the river. Rather than endure more unsatisfactory experiences at the hands of American Cruise Lines (ACL), we traveled on our own to Nashville for the remainder of the week where we incurred several thousand dollars of additional travel expenses. We were subsequently told by many passengers that "we made the right call" as the cruise continued to experience problems of poor planning and mismanagement for the duration of the itinerary which further disappointed your passengers.
Below is the "promise" of the trip as advertised on the ACL website. My notes, detailing the reality of what was delivered, are interspersed.
ACL version - "Embark on a remarkable journey from Memphis to Nashville, where the mighty currents of the Mississippi River, the commanding Ohio River, and the tranquil waters of the Cumberland River guide you through breathtaking landscapes."
Our version - The currents were far from mighty. In fact, water levels were so low that the speed of the boat was slowed and river traffic was an obstacle to timely passage. Further, the landscapes were unsightly. The river was a brown color, and the cement and rocks of the canal were visible.
ACL version - "Witness the dramatic interplay of rolling hills and towering cliffs and observe majestic bald eagles and stately blue herons in their natural habitat."
Our version - The landscape was flat and one of endless non-descript trees interspersed with highways and other signs of civilization. We saw no bald eagles nor blue herons.
ACL version - "Explore historical landmarks that narrate tales of yore, all set against the backdrop of sunsets that bathe the waters in ethereal hues. Venture through an array of cities and small towns that resonate with the echoes of iconic music legends."
Our version - We spent four full days of the cruise trapped on the boat. Hardly an "array" of cities and small towns.
ACL version - "Each day offers a new slice of excitement with a procession of historic ports that bring to life the spirit of a nostalgic past. Gain deep insights into the roots of blues and rock from our knowledgeable onboard experts and local guides, who reveal the untold stories of musical giants who crafted the soundtrack of America."
Our version - The days were tedious and the knowledgeable onboard experts spoke on topics such as prior boat disasters and the history of the river, not the promised speakers with expertise in the music of the region, a theme which had attracted us to this particular cruise.
Below is the website's description of the American Splendor Paddlewheeler. Our notes, detailing the reality of what was delivered, are interspersed:
ACL version - "American Splendor allows guests to experience the nostalgia of classic paddlewheeler travel, while enjoying perfect comfort and the most modern amenities."
Our version - The trip started with the American Splendor having broken down in Vicksburg. Clearly there were some maintenance/mechanical issues neglected which resulted in the boat failing mid-journey. This breakdown led to two full extra days on the river - four days in total - where we were essentially trapped onboard. The en-suite bathrooms smelled like porta-potties. We learned from other passengers after the trip had ended that they were advised to leave the fan on in the bathroom 24/7 to prevent the mold that would otherwise grow and stave off the unpleasant odor.
ACL version - "The world's newest paddlewheeler, American Splendor features serene color palettes, luxurious textiles and linens, comfortable furniture throughout, and sophisticated artwork and flourishes."
Our version - The "staterooms" were furnished modestly and were small. In the common rooms, the furnishings were tired, dated and of tacky, not sophisticated, taste.
We have written ACL numerous times requesting a refund and they have not even bothered to reply. My mother has said she never wants to travel again, given how miserable of an experience we had. When we arrived home, she burst into tears of relief to have the trip behind her.
We encourage all those seeking a positive trip to avoid American Cruise Lines.
