Omdömen om Stena Line

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BBBBBBBBBB15 oktober 2026166 omdömen

Top boot

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En stilla kväll när färjan avgått mot Kiel Stena Line

w s

BBBBBBBBBB28 september 20266 omdömen

Unfortunately, a very disappointing experience – particularly because of the way our complaint has been handled afterwards. During our crossing, we stayed in cabin 9264. Unfortunately, the mattresses were in what we considered to be a completely unacceptable condition. Every single spring could be clearly felt through the surface, making a comfortable night's sleep almost impossible. We were still dealing with severe muscle tension for several days afterwards. We had always been very satisfied with our previous trips with Stena Line, so our first intention was not to leave a negative review at all. Instead, we wanted to contact Stena Line directly, explain the issue objectively, and give the company the opportunity to respond appropriately. What we find particularly customer-unfriendly, however, is the reasoning used in response to our complaint: On a crossing where you are practically required to book a cabin or sleeping accommodation, it apparently becomes the customer's responsibility to immediately check the quality of the bed and mattress and complain at reception during the crossing. If you only report the problem afterwards, it seems that you, as the customer, are simply left to deal with the consequences yourself. I cannot understand why, after paying extra for a cabin, I should first have to inspect the bed and mattress to make sure they are actually of an acceptable standard. As a paying customer, I should be able to expect that the cabin provided is in an appropriate condition – and that a legitimate complaint is taken seriously even if it is reported after the journey. To us, this approach feels like responsibility for an inadequate service is simply being shifted onto the customer. Considering that the cabin is an additional paid service, we find this extremely customer-unfriendly and frustrating. After an initially friendly phone conversation, we explained the situation again by email as requested. Since then, we have been waiting for an appropriate solution and for a promised callback. Instead, we are left with the impression that the case is simply being treated as closed, even though the issue has not been resolved at all. Problems can happen. What matters to us is how a company deals with them afterwards. Having to repeatedly chase up our own complaint and still not receiving a satisfactory solution is unfortunately not the level of customer service we had previously associated with Stena Line...