u/meatballobsession

I am currently on a Holland America Line (HAL) cruise and wanted to drop a massive warning about the onboard spa called Greenhouse Spa & Salon. While the treatments can be nice, their sales tactics are deeply predatory. After a multi-day battle with management, I successfully fought to get $3,476 refunded. HAL's demographic skews older, and the spa relies on passengers not checking their accounts or feeling too intimidated to fight back. Here is exactly how they operate.

1. The "Embarkation Day Special" Bait-and-Switch
On day one, they offered a multi-treatment discount (10%, 20%, and 30% off three services). I booked a facial, acupuncture, and a massage. I bought some expensive creams after the facial simply because I had forgotten to pack mine from home. The trap is that if you cancel any part of the package later because of their terrible service, they will retroactively strip your discounts and try to charge you full price for the services you already completed.

2. Ghost Packages & $714 Supplements
During my first acupuncture session, the practitioner pushed a 5-session package for $999 with "included add-ons." Because I was feeling exhausted and worn down, I also agreed to a supplement recommendation just to leave the room.

When I checked my onboard statement, my bill was a staggering $3,550. They had charged me for a 6-session package ($1,649 including the mandatory 18% gratuity) and charged me $714 for the supplements. Furthermore, she barely used any of the promised add-ons during my sessions.

3. The Return and Cancellation Runaround
When I discovered the overcharges, I immediately returned to the counter with the unopened supplements. The manager wasn't available, so I left the merchandise there and called her later. Over the phone, she agreed to refund the supplements and cancel my remaining acupuncture sessions and my massage. However, she informed me that because it was within the 24-hour window, I would still be charged a 50% service fee for the next appointment, even though I was only cancelling because of their original misbilling.

She promised to look into the booking error and call me back the next day. Instead, she completely ghosted her own staff. At the time of my scheduled appointment, the acupuncturist called my room asking where I was, having no idea I had cancelled with the manager. When I finally tracked down the manager the next day, she claimed she was out sick with a cold sore, and she expected the acupuncturist to explain the pricing and refunds to me. Despite her initial verbal agreement, I had to repeatedly follow up and audit my statement because the promised supplement refund still hadn't processed.

4. Preying on Non-English Speakers & Seniors
This is what made me the most furious. My aunt, who does not speak English well, went in for a session. They pressured her into a second appointment and pushed $700 worth of creams on her, telling her they only cost "a hundred dollars or so." They also charged her $600 for two sessions by intentionally confusing a $59 "add-on" price with the actual base price. She agreed out of confusion and fear of saying no.

5. Retaliatory "Mystery" Add-Ons
When I returned to the spa with my uncle to demand a refund for my aunt, they retaliated by hitting me with retroactive bills. Because I had cancelled my package, they tried to individually itemize unauthorized "add-ons" to claw back cash. They charged me for "facial rejuvenation" because the acupuncturist put needles in my face when I mentioned I was stressed, claiming it was a separate service. They tried to charge for alternative light therapies performed while I was face-down with my eyes closed without my consent.

The Confrontation & Resolution
I told the manager that this ship has a heavily older crowd, and you are preying on people who don't know how to check their accounts. My aunt was living proof, if I hadn't been there to speak fluent English and advocate for her, they would have successfully scammed her.

After refusing to back down and presenting my own itemized notes of what I actually owed, they finally backed off and removed the 50% fee and unauthorized add-ons. My total refund was $3,476 (I paid $147 for the red-light add-on I actually agreed to over three sessions). My aunt was refunded her $700 for the creams. The ultimate audacity was that after all of this, the manager still asked if I wanted to add an extra gratuity to the final adjusted $147 bill.

TLDR

1. Check your onboard account daily. Do not wait until the final night.
2. Say "NO" to the post-treatment pitch. They act like medical professionals diagnosing you, but they are commission-based salespeople.
3. Protect vulnerable family. If you have elderly or non-English speaking relatives, do not let them go to the spa alone.
4. Demand itemized receipts immediately. Never leave the counter without a printed receipt showing exactly what was charged (including add-ons!)
5. Look out for fellow passengers. If you see an older passenger or someone struggling at the front desk, help them out.

The spa on HAL is called Greehouse Spa & Salon and it is run by a third-party contractor called OneSpaWorld.