Norwegian Cruise Lines

It is very unfortunate that NCL was not honest and forthcoming on their booking website of these restrictions imposed on residents of the stateroom. Very clearly we felt cheated having spend such a vast sum of money and not being warned about the stateroom restrictions. We requested the Concierge and then the Guest Relations Manager to swap our room with a more suitable one of equivalent value. However we were informed that there were no cabins available. We requested for restitution for the inconvenience cause to us. But unfortunately no such gesture was forthcoming. We also informed the Captain of the ship about our predicament. But he did not assist in mitigating our concerns.

We strongly feel that we have been cheated of the pleasure of this cruise by NCL by not informing us at time of booking on their website about the restrictions and disadvantages of our booked stateroom. We wish to claim a full refund from NCL for their willful misconduct and unprofessionalism. We await confirmation from NCL that our claim is accepted and full restitution will be provided to us. Thank you.

Remember this change is on you all not us as cruisers. I have 3 cabins booked and had more people lined up to book with you all. Smh yet all I am being told is you can change your cruise BUT pay the current rate! UNREAL, UNFAIR. This is absurd to me. To treat me and my family like this - my grandmother who cruises often with them!

Lastly, I called to have the service charges removed because we tipped who we wanted to separately and don't think that they deserve this money, to only learn that I had to do it on the boat, meanwhile I was so sick I couldn't do it. Their customer service sucked so badly. I submitted a form to guest relations to again wait for another 15 days to hear back. When I asked for a supervisor on the phone, I was told bluntly that no one is available to speak to me. Horrible... I've traveled with NCL multiple times but this was by far worst experience. Never again...

When I got home the charge of $7.67 was on my credit card, plus another charge. I called Norwegian, they said the other charge was for another beer charge on the last day of the cruise. So I got charged for two beers, plus I was lied to. Either someone got into my room and took two beers or Norwegian is creating a scam on their customers like Well Fargo did. I have one question for Norwegian Cruise Line, if you were me, would you book a cruise through Norwegian? I truly hope this is a mistake on Norwegian's staff and not a scam. If Norwegian corrects their mistakes and refunds my money for the two beers, I accept their apology. All I want is my money refunded.

Both JetBlue and Carnival Cruise Line offered their booked customers a credit if they chose to cancel their travels to Cuba. Makes sense not to travel to a Communist country with no Embassy in place. After several days of being on the phone for 4-5 hours as we got passed along the chain, we still received the same basic reply - use it or lose it. We repeatedly told them we don't want our money back but rather place us on a different ship. We offered to pay a change fee and most of the other sailings would have cost quite a bit more. It is obvious which companies care about their customers experience and satisfaction and then there are those that do not.

Next I received multiple emails from NCL all of which contradicted each other. Some emails said the excursion was booked okay. Others said that it was not. I called NCL to try to clarify and if there was in fact a problem to try giving my credit card manually over the phone to them. They said that there was still a problem. I said, "Okay, I am happy to take care of it but why are you sending contradicting emails?" Their customer service reps frequently used words/phrases such as "maybe, probably, possibly, could have, perhaps, I don't know." I lose all confidence in what I am hearing when this happens as I imagine most people do. Anyway their rep could not help me understand the contradicting emails from them but did take my credit card and said it went through okay and that my excursion was now booked.

I asked then why does your website say still that I have not pay after I logged out and logged back in. The rep was unable to help and put me on hold for 20 minutes to find someone else to help. In the meantime the site did clear okay so apparently the site just needed time to refresh. However it was frustrating that their customer service is not trained well enough to be able to communicate this and gave me the impression that something may still be wrong.

So now I think the problem is taken care of. However the fun has only begun. Next I get an automated call from them with a machine voice telling me that my payment for my entire cruise is past due and that they are going to cancel my cruise! Website says I am okay. Their customer service reps say I am okay. Automated machine NCL voice says that I am a bum who is not paying my bills and they will cancel my cruise for it. I call again to talk to someone to try and get it clarified and again get what seems to be the standard for NCL customer service reps, a lot of words and phrases like "I think, maybe, supposed to be, I don't know, probably, might, etc." Ultimately I am just trying to find out if they are going to cancel my entire cruise over some confusion over a $29 excursion! Their customer service told me that they thought the machine was wrong and they everything the rep saw appeared to be okay.

Zero confidence instilled in me through the way this was presented especially after their unwarranted nasty phone call to me! I asked for someone who could help me, perhaps a manager and I was abruptly put on hold and left to sit there for about 15 to 20 minutes. Finally someone got on who immediately started with a condescending tone towards me telling me they don't have time to call customers so that's why a machine does it. Not only was tone condescending, but this so-called manager completely missed the point. My issue is not about a machine or human calling me. My issue is about being told my whole cruise will be canceled because I have not paid when in fact I had. I shortened this a little for the sake of not having this review go on forever. To say it briefly, this "manager" continued in a condescending tone citing that they are "a big corporation" and this is how "big corporations" do things.

Ultimately this "manager" said that I had nothing to worry about that my cruise is all set. I said, "You tell me I have nothing to worry about after getting a threatening automated phone call from you that my cruise is going to be canceled." Now even the manager starts using the classic NCL customer service phrases such as: "That probably won't happen," "I think everything is okay", "This shouldn't happen." Again phrases which give zero confidence and after you start hearing them time and time again from multiple customer service reps it becomes quite clear that they really don't know what is going to happen.

I truly hope someone within NCL real level of management reads this and decides they have a real problem in their organization. At this point all I can do is hope that they are not canceling my cruise due to some mistake they have made. I can say with absolute certainty that I will not go on another cruise with them. I will look to their competition. There has to be a cruise line who has their act together better and does not address their customers in a condescending manner. Also for your reference all customer service reps I spoke with refused to give out their name so that I could in any way reference the phone calls that I had with them. This is absolute bottom of the barrel customer service.

I don't want to take my 2 small kids there. I don't feel safe anywhere in Mexico. There is too much ** that happens over there. These ** are telling me I will have no choice. Either travel where they say or lose $1600+ at this point. This is pathetic. Not mine or no one else's fault a hurricane happened. These jerks should give customers the option of sail date or another destination of their choice. They already have right at $2800 from my family. This was to be the first time to sail with Norwegian. It will be the last. Talk about ** customer service. I work in customer service and I would never make someone do or go somewhere they don't feel safe.

I have talked to reps multiple times and same answer. It is in writing we have the option to change ports at any time. Damn crooks. Get your money and can't accommodate you. I spoke with one rep and let her know that if I am forced to go to the Western Caribbean I will blow Norwegian up on social media with bad reviews. She tells me, "I hope you don't mean blow us up at Norwegian." I told her, "You heard what I said. Blow Norwegian up on social media."

So much for that morons listening skills. She was supposed to be a supervisor. All I can say is so far you and your company suck ass. People pay good money to take a cruise where they want and it's your discretion where to change it. I will not recommend anyone to book with Norwegian or any travel agents to book thru them. I will be posting on any and all social network areas.

The restaurants that were included in the package were of the poorest quality or with a cantine-like interior, it really felt like you were in a hospital or a public arena sitting there. We ended up having to pay additional amounts just to dine in the other restaurants which were not included and they were all steeply overpriced. My husband got sick during the last two days and we had to wait till 6:00 pm for the medical center to open, (they only open from 6-7:30 pm) and if you have an emergency you will pay extra to be admitted outside the one hour and a half!! The doctor's diagnosis was that he contacted a virus very common in cruise lines. You would expect the cruise line to have the decency of not charging you for medical care to a condition inflicted by the cruise but we were astonished to find out we were billed $195 for the check up and medication!

The excursions time span was too short to enjoy any location, some times it was barely 5-6 hours. The most infuriating was when we landed in Mykonos at 7:30 am!! What shops, restaurants or car rentals would be open at 7:30 am?? And how much of Mykonos would you be able to see when you have to return at 3:30 pm. This trip was basically a total ripoff, for the quality and service we received. Very disappointed.

Book a private tour instead of a real one, because prices on private tours turned out to be cheaper than the one Norwegian gives. Their tax and duty free shop called Tradewinds is quite a shop. Raffles is always popular around the area. One particularly amusing raffle was for a Bella Perlina charm bracelet which was literally on sale across the deck for $20 for something that was only cover silver (i.e. silver that is probably layered over a nonprecious stone). There was also an event on our last sea day where t-shirts (by the way, they were terrible quality shirts) were 4/$20. Must buy 4 for $5/shirt or else it's retail price, $16.95. The salespeople eventually sold them for $5/shirt without the minimum when everyone else paid for the shirts. The biggest ripoff on Norwegian is their so-called "professional photography crew." There are at least 30 photographers on board, thirty.

Their "professional portraits" are $149 for 10 photos. They seem to pressure you into taking pictures with people in dolphin suits like the ones you see in Times Square. I would rather take a selfie with many people instead of paying over $100 for "professional" photos. I've seen passengers bring cameras that are more expensive than the ones Norwegian uses. Just go to one of the photo booth areas around Deck 7 and take a picture there. They're free, and the borders look nice! Disembarkation is a nightmare. Norwegian has a luggage tag system where people with certain tag colors can disembark only at a certain time. They want to look organized; they are far from organized.

It seems as the earliest people who self-disembark (bring their bags with them) are often mixed with people who disembark "regularly" (crew does it for them and the luggage is held somewhere around the cruise terminal), and people do skip the lines and jump in front of you. I don't know if people are just not awake or something, but there are never any confrontations. In the Breakaway, they utilize the casino as a way of line control, but they fail to mention that the aft lobby is the worst place to go down from.

The lines start from the forward lobby, wrap around the only remarkable decoration the Breakaway has, the semi-spiral staircase in the 678 Ocean Place (which is also a popular point for "professional" pictures), into the casino, towards the aft lobby, then back around to the forward lobby where the officers process you out. Oops, I meant officer, as in a singular officer checking at least 4000 people out of the ship. Moral of the story? You pay for something that you will never get- fun. I have never been so glad to come home from what seems to be a hell-hole of a cruise.

Called NCL and was told I was mistaken on the payment screen. So I went back and started booking that same cruise again. Same due date option were offered, so I took a screenshot. Called NCL back and told them that I had the screenshot. I was told "that is our policy" end of story. Got a supervisor on the call, again "that is our policy". I feel stuck. Very unresponsive company and poor service.

The problem, is Norwegian Cruise Lines took my drink package and put it on the daughter because she became a "second" and I became a "third". I have called Norwegian and they said they are not able to do anything, I'm a "third". I have emailed them to try and have this issue resolved and they said they would answer in 3 days... it has been a week. I received a call today from Norwegian and are not willing help, discount, or even try to make it right. Instead they said I can purchase the package on my own... another $700 plus dollars... however it was already paid for just transferred without my knowledge or consent. A good company that cared about its customer would make it right or offer a discounted rate, but, it seems as though they don't care... they just want your money.

We had to disembark (it was a short cruise) and also would have missed our flight. As we were leaving, they were stripping our room, and told us they would call us and let us know what they found THAT DAY so we would know what precautions to take, and we left our number. (We never received a call). Next problem, it took us OVER TWO HOURS to disembark because apparently it was the ship’s last cruise of the season so they had minimal help. We made it to our flight with 10 minutes to spare before doors were shut. Because we never received a call, we spent $100 + in purchasing bed bug spray after we landed, then had to leave our luggage outside and bring in clothing a load at a time directly to the washer, then had to spray out our trunk and all toiletry bags. We did go to our medic doctor the next day who said "probable bed bug bites" but I unless we have him a bug, he could not put it in writing.

We have plenty of photos! So, we called the cruise line and were told we had file a "written" report. Which I did, and it said to expect up to 2 weeks to receive a response. We didn't hear anything for a month! Then received a "so sorry, sucks to be you, we can't find any reports made by the ship, too bad" email. Then our home office worked with the situation, they were told NCL called us and left a message. We had nothing and no missed calls - Nothing. Then we are told the contact person is now out of the country, and he would call as soon as he returned.

Apparently he went on THREE trips before attempting to call us. FINALLY got a call July 7th and spoke with him. He said "so sorry. I really Shouldnt even be talking to you, but I'll call the ship and see what I can find out. I will get back to you by Friday." It is now AUGUST and still NOTHING!!!! Even if I earned another free trip, I would take the cash and NEVER cruise this line again. It is not even so much about the problems we had, but about their lack of caring and customer service. #neveragainNCL.

We were especially impressed with the bar staff. We purchased the unlimited drink pass and we're glad we did. We would go to the Atrium Bar before and after dinner and Aaron and I ** were incredible. They knew our preferred drink after our first order and they learned our names quickly. The drinks they made were delicious and we never had to wait for service. By the second night they were making our drinks as we were walking to the bar. They truly provided top notch service and always with a smile.

We booked excursions at most ports. Our favorite excursion was the Scenery and Flavors in Palma Mallorca. Our guide on this excursion was very knowledgeable and did a great time telling us about the area. Some over the other excursions had almost 50 participants and it was annoying to travel with such large groups. They were also more expensive than if you were to book something on your own. If you have time to do the research we would recommend making arrangements with other group tours or private guides in advance. Overall we had a great trip. It was nice to be on a ship that traveled to three different countries where all staff understood English well. We had a lot of fun and enjoyed meeting people from around the world.

The bed had been turned down so we were confident it was knocked off by the room steward. We promptly reported the incident to no avail. The room steward denied responsibility so nothing was done by the Cruise Line. In addition the entire process was a joke as the person taking the information demanded a signature but refused us a copy until they had made changes to the report and formally dismissed it. We had credits to use on one more cruise so in March we booked an Aft-Facing Mini-Suite on the Norwegian Sun for an Alaskan Cruise for next year. Just this past week we received an email that NCL had changed the ship we originally booked. Upon our review of the details we found it not only to be a larger vessel with more passengers, the size of our Mini-Suite is 60 square feet smaller with a 14 square foot smaller balcony.

Our original room was 332 square foot with a 68 square foot balcony, our new room is 272 square foot with a 54 square foot balcony. Upon receipt of the notification we promptly contacted NCL to no avail. Their response was it is still an Aft-Facing Mini-Suite within the same room classification (M1). No compensation or upgrade offer was given to us. Based upon these and other experiences with Norwegian Cruise Line on our last cruise we feel our Silver soon to be Gold Tier Latitudes standing has little value. We will, in the future, be booking our cruises with their competitors.

I sat on a bus for 3 hours and was unable to go to the cigar factory because Cuba does not allow tourist to enter their factory. The rum factory was closed for remodeling, but they said we could go to a tourist trap gift shop to buy rum. And the museum was closed because they were getting ready for an art show, however we could look through the windows! This tour was a joke and absolutely the worst tour ever!!! I spoke to the excursion manager and he stated that he would note my account and give me a full refund when we returned to land, but that did not happen. They stated that because I went on the tour even though everything was closed they would not refund me. Their customer service is absolutely nonexistent. STAY AWAY!!!

The butler was rude and spoke to me in a condescending manner. He rolled his eyes on many occasions when I brought up how poor the room service food was or how dirty the room was. When we called for him he never answered his phone. We only had 3 plugs in the entire suite. Two in the living area and one in the bathroom. The drawers and closets were so dusty and dirty. The outside of all the cabinetry was covered in spills from previous passengers. The doors had spills and mystery looking things all them. The foldout bed mattress was dirty also. This is where my daughter had to sleep. The bed scarf had a huge crusty stain on it. The carpet was stained and the fold out chair upholstery was disgusting.

Then when I reviewed my charges I had mini bar charges for items that we did not use. When I questioned them about it multiple times and to various departments I was told the charge would be removed. It was never removed from my account. All of the specialty restaurants service was slow and the food was horrible. The food was disgusting the entire cruise. They were short staffed in all areas of the cruise. The pool in the Haven and the pool for the entire ship was entirely to small for the amount of passengers on the ship. The concierge in the Haven was rude and also condescending. They were difficult to work with on every level.

I will never ever get back on a Norwegian cruise again. I have never been so happy to get home from a vacation as I was from this one, We never even saw the cruise director one time. The activities were poorly organized and complete chaos. When you ask to speak to a manager of any sort you are put off and it never happens. It was the biggest ripoff and they will never ever get my business again. I just returned today on July 9, 2017 from the Bermuda cruise. Save your money and look for another cruise line!!!

The shore excursions that we were able to take were very good. However, the ship is just too large with very little quiet space or educational entertainment. There was no one aboard to provide information on the places that we were about to see. Most of the venue on the ship are crowded and very noisy. Big party crowd. The large scale entertainment was very good but no smaller groups. Ship has climbing wall, rope course, etc... good for families but not for people wanting intellectual stimulation. Lots of stupid game shows etc... Food was reasonably decent but not great. Norwegian needs to either use a smaller ship for the Baltic or needs to dock at places where the dock can accommodate such a large ship.

I have spoken to the person that cleaned my room and told him my room is not clean and that there was fingerprints on the toilet seat and carpet was not vacuum, he apologize and told me he did not have a chance to clean the room because they let us in too soon. He let me know he will do a full cleaning to my room. I understood there's no way they can while they are letting people onto the ship. The cost of my room was around $3,000 and I expect my room to be cleaned. I don't know if they clean the bed after others have left, if they take shortcuts in cleaning they may have. I don't trust that they clean EVERYONE bed so I brought my own blanket and wrapped myself into that and not lay on their blanket/sheets. I wanted to complain but my husband said it's not his fault and if I would say something he probably would get in trouble.

Six months is a very long time to have to remember a balance was still due. A follow up telephone call, or a follow up email from my planner would have been very much appreciated and helpful. I later learned that a reminder email was sent, however, that email was automatically sent to my junk inbox so I never saw it. However, on June 9th, the same day the balance was due, I received a Cancellation Notification from Norwegian. I immediately called Alfredo **, the person who helped me with my reservation. Unfortunately for me he was out of the office so I left a voice mail. In addition, I immediately followed up with an email at 1:39 pm inquiring about the cancellation notification. I did not recall owing a balance so I was surprised to reach such notification. I did not hear back from Alfredo until June 12th at 10:22 PM telling me that my reservation was canceled. He and I exchanged emails, unfortunately, he was less than helpful and even less emphatic.

As you can see, I took immediate action. I was, and am ready to pay the balance. I am SHOCKED, DISAPPOINTED, and beyond belief that I contacted Norwegian within 1 hour of the notification in order to understand what was happening and pay any balances due and Norwegian refuses to assist me and now wants to charge me over $600 in order to reinstate my reservation. This is unjust and extremely upsetting! I and my family have been looking forward to this cruise. We have made plans and preparations to be able to take our first family cruise. I ask that you reconsider your position and do what is right. I ask that you reinstate my reservation at the original rate. I know you are better than this. I know because my family and friends cruise no other cruise lines because of your exceptional customer service.

During this process we were told several times "we made a lot of changes to this reservation". As if we work there and that is our concern. As a large corporation that is something they need to figure out on their end as it should not be the customer's worry or responsibility. Norwegian is by far the most unprofessional company you will ever come in contact with. I strongly suggest you explore other cruise lines if you plan to be stress free! Hopefully my experience on the boat is better than my booking experience!