Norwegian Cruise Line customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Norwegian Cruise Line.

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Viewing Norwegian Cruise Line customer service reviews 26 - 50 out of 63
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24
Aug

Posted by lipz12003


on 8/24/15 at 7:50AM

I just came home yesterday from a day cruise to Bermuda on the Breakaway! The staff was excellent, very helpful, Kind, two complaints when going to a gym or using a gym the Sauna and Steam room go hand in hand to use, along with showers. On the Breakaway if you wish to use the Sauna and Steam room it's a $199.00 charge for the week! That is just wrong. The adult pool area is to small to accommodate that amount of people. Two adult pools are needed and more room for deck chairs around the pool, you can't get into the pool without a struggle . No children allowed in the adult pool so they swim in the Hot tubs instead while mom and dad stand at the bar,

The pool area is the worst feature of the ship, over crowded not accommodating for adults at all.

03
Aug

Posted by Anonymous


on 8/3/15 at 4:59PM

We recently was on an Alaskan cruise on your cruise ship, the Norwegian Pearl, and had a wonderful time. Every thing regarding the cruise was excellent. The only problem we had did not involve you at all but want you to be aware of it. I purchased a ring at Sockeye Sam's and did notice that it had an imperfection until we had left port. At home the set came out of the ring. we contacted Sam's and he accused me of damaging the ring. He agreed to repair the ring at my cost. Just wanted you to know about this unfortunate incident that happened to me. You can make other travelers aware of this.

30
Jul

Posted by Anonymous


on 7/30/15 at 4:14PM

We have a week-long 7-day cruise on NCL scheduled this coming December. We have over 15 cruises with multiple lines. We have 2 different couples who are going with us for what will be their first cruise. We are very concerned that they will leave with a negative opinion of cruising based on the recent comments regarding the beverage service that NCL is using as an incentive to book a cruise with you. Having to wait 30 minutes plus for a drink in a long line where there are no waiters or limited service, seems to be a tactic to reduce the amount of drinks associated with this offer. We believe that this situation should be addressed immediately so that the negative impact and image of NCL can be remedied. It appears that corporate needs to step in to rectify this situation. We do not want this to be our last cruise with NCL nor that of our first time cruise companions.

11
May

Posted by JCB


on 5/11/15 at 8:51AM

My wife and I just returned from a 7 day cruise on "The Getaway" our 5th cruise with Norweigian. We thoroughly enjoyed ourselves, finding the staff very friendly and helpful with the exception of one. On 5/7/15 my wife fell in the Atriam on a piece of paper which someone dropped. One of the Norweigian crew came over and asked if she needed a wheel chair - that was his only concern. A passenger brought over a chair for my wife. At no time did the your staff do a incidewnt report or recommend she see the ship doctor. After about 1 houir - we just walked around and I went to the front desk and one of your managers asked what the problem was, I stated I believe a incident report should have been done at the time of my wifes fall. She immediately too us to the desk and they did a incident report and we saw the ship Dr. Juan Carlos, a very nice man who examined my wife. She had a swollen knee and severe headache. After a restful evening the next day she felt better and we received a bottle of wine, chocolate strawberries and a rose. A very nice jesture . Thank you. We do look forward to cruising with you again and hope to next year. We didn't manager to prebook and get the credit for our next cruise as we were to shook up from the incident with my wife falling. Hopefully some specials will come out for next year. We were celebrating our 46th Anniversary.

16
Mar

Posted by Disgruntled


on 3/16/15 at 8:05AM

I feel compelled to write this complaint about the service we received on the Epic 8-15Mar15. It was so poor. We were celebrating our 25th wedding anniversary. I cannot believe we paid for this trip!
With the only exception of the housekeeping and dining staff, my opinion of the rest of the staff is that they didn't want to be there and therefore did not care about giving good customer service.
Right off the plane, we encountered a condescending transfer rep. The bus driver begged for tips. Reaching the ship,the very rude Port of Miami workers demanded tips or our belongings may not get to the ship. Onboard,we dealt with the very rude photography staff (Art,Eugene and Aung). One of the photographers,Art Laynos, was new and did not know or care about the fact that he gave me one price and charged another higher price. It was a big hassle trying to get the picture for the price Art initially quoted. I felt harassed by the manager, Eugene trying to get this settled and he,
too, didn't seem to care.
We used the spa daily and it was clearly evident that the workers were unhappy. I constantly had to ask for help when they were clearly standing right there. This is not McDonalds In the States....it's a spa for goodness sakes!
The reggae singer was much better than her band members. They were not only unengaging but obviously just going through the motions. It also seemed that the bass player was just learning how to play. This is not what I paid for!
The food at OSheehan's was not good at all!
It has been my experience that when a company renders a service good or bad, it is a clear reflection of the leadership of the executive office. I will let you make the connection. I cannot in good conscience give your cruise line raving reviews or referrals any longer and plan not to cruise with Norwegian again.

22
Feb

Posted by Anonymous


on 2/22/15 at 10:56AM

Given the size of the ship and the number of passengers, it is a remarkable feat to organize everything as well as it was done. However, there are some "faults" in the ship's interior design that may or may not be amenable to correction. First and foremost, the casino is placed in such a location that it is difficult to circumvent. It would appear that the ship's designers wanted the bulk of the passengers to pass through this area as much as possible to lure the reluctant "gambler" to stop and drop some money there. Worse yet, the cigarette smoke is overwhelming and nearly choking to a non-smoker. Further, the fumes ascended and could be smelled to upper decks and in nearby restaurants. Why aren't filters or smoke squelchers installed? As for the main atrium (lobby?), it is relatively small for such an enormous number of passengers. There is inadequate seating for those who want to participate in the activities that take place there. Furthermore, given the seats that are available, many are occupied by the elderly who use the area for napping. In due respect to our senior citizens, there are lots of places to take a snooze, including one's assigned cabin. Hence, there was a modicum of seating available for the activity participants. Obviously, the ship's hallways were narrow, but that is tolerable. There was some maneuvering required when passengers were coming at you or a wheel chair had to pass but, again, that is quite acceptable. I think there could be more hallway signs strategically placed so one would know in what direction one was walking. My wife picked up on the fish design of the hallway carpet which did, we believe, intentionally indicate forward and aft. If the truth be told, everyone we spoke to complained about the cost of excursions, what you got for the money (e.g., a far out beach requiring a long rough van ride on St. Kitts with a relatively brief stay for an excessive amount of money, given the brevity of the visit), the inflated cost to dine in the specialty restaurants, the multitude of "drinking stations/bars" and the general sense of nickel and dime-ing to extract the most money possible from the passengers, many of whom very likely saved a long time for such a trip. On the positive side, the personnel on board were friendly, helpful and polite. The cabin steward (Stem) was especially meticulous and delightfully accommodating. The assistant hotel manager, Erik Huber, was also a definite asset to the ship's leadership. ARTML, M.D.

21
Dec

Posted by Anonymous


on 12/21/14 at 6:06AM

we booked a cruise on Norwegian because smoking was allowed on balcony. Apparently that was changed without us being notified! When we got on board, we found that the areas where smoking was allowed were so few and small that it was ridiculous. I understand that many people object to smoking, but since we paid the same amount of money as non smokers, we expected to not be treated as second class citizens! At least Royal Carribbean has a whole outdoor section for smokers with the ability to order drinks or coffee from a roving steward. We will not cruise with Norwegian again.

19
Oct

Posted by Kathy


on 10/19/14 at 12:37PM

I left without my passport. Unable to go on Cruise. Understand the rules. However, they refused a
refund. We were paid in full. We don't want a refund, we want to go on a future cruise! How can
they simply pocket all that money? We don't want any cash back, but a discount or future cruise,
with the money we have already spent. Thank you.

19
Oct

Posted by Joey


on 10/19/14 at 12:18PM

I am so disappointed we have to forfeit money paid ,cruise and gratuity. Joanne Sable and Kathy Gundry would be happy if money was applied to new cruise. It was a lot of planning for us. Kathy has never been on a cruise. She is a sweet older lady
who has one working eye because of a stroke. She also is now using a walker who's dream was to go on a cruise. How can your company be so heartless to keep all the money paid and not apply it to another cruise. All our friends cannot believe that you are pocketing all that money and saying too bad.

07
Jul

Posted by Anonymous


on 7/7/14 at 3:39PM

on hold for 20 minutes

25
Jun

Posted by Anonymous


on 6/25/14 at 1:27PM

I started my Norweigian experiance having a wonderful agent who was well advised and had traveled to Alaska and was able to advise us of wonderful places to stay as well as advantures that we will never forget. The nexxt time we wanted to ccruse we were disapppointd that he had left and was given a new agent. We were unsatisfied with her help so we booked with a different agent for Norwegian. He was pleasant, well advised of the best location on the ship to book our room. We were later infomed that he had lost the booking & was given back to the agent we didn't like. She has now told us to go to Travel.com to see where to stay & we shouldn't call & bother her to pay in advance for our 2 week European trip. We want Anthony Back!

23
Jun

Posted by Anonymous


on 6/23/14 at 7:05PM

Was on NCL getaway recently and attended Marc/Candice" shopping guarantee" seminar. Went to DI on the island thinking I was eliminating the "middle ma " and getting a great price for my tanzanite/diamond ring. They gave me appraisal papers for the amount I paid for the ring. Just had it appraised when I got home and it's $500.00 less than what I paid for the ring. Where's the deal that Marc and Candice said I was getting feel like I've been scammed and want this issue taken care of. Of course I'm unable to contact marc & Candice. I can fax both copies of appraisals. They should not be representing NCL if the are unable to come through. Very dissatisfied .i feel I've been scammed. Please assist.



Colleen Cloutier

18
Jun

Posted by Disgusted


on 6/18/14 at 8:05AM

I haven't been on my scheduled cruise yet but I an totally disgusted with the representative I hve been dealing with who has since left the company. I made reservations with her a year in advance and was told air transportation would be arranged by her. When I contacted her about this, 6 months before scheduled cruise, she informed me Norwegian had a change in policy and no longer scheduled air for their customers. She said it would have to be done on my own. I was responsible for 8 people all together. She sent me a link to get a flight although by the time I had contacted all individuals involved, about 5 days later, there weren't enough seats left on the flight. She also promised to arrange transportation to and from airport. She didn't bother to mention their service only applied to 2 airports. The only flight we could arrange for was into an airport that they apparently don't service. Now we are stuck with finding our own, probably a cab. We are talking 8 senior citizens!! W had also planned to take in the sights of NYC on our return trip and this would have taken us to our airport but as we had to go into one that NCL doesn't deal with, we cant do that either. TOTALLY disgusted with the service and the neglect by our agent.. We were not informed that she had apparently resigned her position and several emails were ignored that were inquiries about air, transportation to and from ship etc. It wasn't until one of the individuals traveling with tried to reach her to answer questions, that we found out she no longer worked there. This was to be an enjoyable fall cruise and it has turned into a total frustration. Many of the folks involved will never take another trip to NYC and now will never have pleasant memories of the city let alone the difficulty of trying to get from one place to another once there.

28
Apr

Posted by Anonymous


on 4/28/14 at 4:35PM

My husband and I took a cruise on NCL in October of 2013 to celebrate our 50th Anniversary. It was a great curise and the staff was great. However, on the cruise there were informercials about Diamond International (DI) and how reputable the company was so my husband purchased a ring for me for $14,000. The ring was beautiful but after wearing it for 5 months it fell apart, literally. In fact the main diamond fell off the ring. I mailed a letter to both Diamond International and NCL demanding a refund. DI said that was not their policy if the ring had fallen apart within a month we could get a refund, please. NCL has not even contacted me. I will be surprised to see this comment on your reviews. What kind of service does NCL and DI provide. Nothing......

04
Apr

Posted by Anonymous


on 4/4/14 at 5:11PM

Be advised that this is one opinion supported by several traveling companions. I recently completed a back to back cruise on the Jade from March 12th to April 2nd eastern and western Mediterranean There are some good things, a few suggestions and some nettlesome things.



Suggestions, I realize this is an expense item however why not install several pedestal telescopes on the observation decks of the liners. It would be very nice for passengers to be able to get close ups of port sights and other views. Also in the NCL tradition you can make them coin operated. Another very minor expense item, how about placing a bulletin board for passenger usage near the customer service desk so passengers can exchange notes and messages?



Several good things, the staff support was outstanding, getting on and off the ship was the fastest and best of my four previous cruises on competitive liners. It would also be nice if the command staff, including the captain would circulate and be more available for small talk and chit-chat.



Now for the nettlesome occurrences I purchased the meal package for $199.00 times two and determined it was a bad choice. Of the seven cover charge restaurants on board only three were worth recommending. If I had known that ahead of time I would have visited them separately and saved well over a $100.oo dollars. The three that were worth the cover charge were Cagneys,Teppanyaki and Moderno (Brazilian). I would not recommend the package to future travelers. Also providing a dinner check with a tacit request for an additional tip was off-putting and odious. I felt ashamed to not leave a tip even though I paid extra (cover charge) for the meal.



It would be nice to hear an explanation of how you can run out of orange juice and lemonade for two days at the end of each cruise. If this was your first time, I'd cut some slack, but come-on you been doing this for a long time. Also it was unnerving to see Pringles at $4.99 in the ships store when I can purchase them at my local market for $1.50, and they're still making a profit. It was embarrassing to me to have to ask if there was an additional charge for extra amenities.



In general I and my wife had a pleasant cruise, however because of the niggling shortcomings, I'm not sure if NCL will be among my first choice for future cruises. I may be hypercritical but you fell short of my expectations. With regard, Gary B. Kamm.

26
Mar

Posted by Anonymous


on 3/26/14 at 12:49PM

credit in form of check was suppossed to be issued to us 3 weeks ago have not received it called waited twice for one half hour for someone to come on and was told from customer service a cheack will be issued to this day have not received it and it is rediculous to call and be kept on hold very disappointed in NCL for lack of better phone service to get to talk to someone, but most of all i want myk check. Went on Getaway on Feb. 8th recturned 15th. Stateroom 13736. Where is my check will someone please call me and let me know very disappointed in customer service. phone number name is Barbara Papo waiting for a response

28
Feb

Posted by SAMUPIZ


on 2/28/14 at 8:55AM

Do You Still Have A Soda Package?
We Have Been On 10 Cruises In The Past 20 Years, Half Of Them With Your Line. We Are Booked For 7/4/14 To Bermuda On The Dawn.
We Are Looking Forward To It.

Thank You,

Sam & Diana Pizza

03
Feb

Posted by Anonymous


on 2/3/14 at 10:14AM

I sent an email to the customer service line one week ago, regarding questions I have on some of the charges. My family and I cruised out of the Port of Tampa - 1/19-26.

To date, no response.

18
Nov

Posted by WRENCHMAN55


on 11/18/13 at 12:35PM

Those Of You Who Like Ncl, Have Not Been A An Awesome Cruise, Thos Ewho Enjoyed Ncl Do Not Know What Cruising Is, I Have Been On Three Ncl, 3 Holland, And Other Going Back To 70's With Dolphin Cruise Lines And Holland Being Remarkable.
Mandatory Fees Are Not Manadatory And Should Not Be Refunded To Cruise Lines, This Is Only A Refund To Cruise Line Of Wages Paid, These Are Not Tips, Passengers Cannot Tip As Cabin Stewards Etc Are Ordered To Report All Tips, And They Pool Them In A Pot And Share, Report And D Educted Fromw Hat Ncl Pays Their Help, This Is True, Especially For Union Cruises Such As Pride Of America, The Food Is Worst On Ncl, The Service Worse, As I Sit And Wait For Drinks, As Chocolate Mouse Taste Like Chalk, Whomever Relates To Ncl As Being The Best, Is Either An Employee Or A Schill, Living On Ncl, For Duration Of Their Lives, Ncl Is The Cheapest And The Worst Of All,

11
Nov

Posted by wolfpitamr


on 11/11/13 at 10:39AM

I can't get customer service to discuss a billing issue. I keep going around in circles.

23
Oct

Posted by Fernanda


on 10/23/13 at 11:56AM

My husband and I bought a cabin on the Pride of America cruise that left Honolulu on September 28, 2013 . When we bought , we chose outside stateroom overlooking the sea, but we knew that the view was impaired by lifeboats . What we did not know was that there was also crew circulating in this area Several times we were caught by surprise with people walking in these facilities . In short , I had to stay the whole time with the curtain closed . If we knew that , we would have bought inside cabin , which was cheaper and would do the same effect . We feel hurt and would like a position of NCL about it . Our cabin was # 7060 .
This was our 11th cruise and it was the first we had already in our account the obligation of the gratuity. This makes the staff of the boat does not work with more attention and promptness because it already has the tips guaranteed . Repeatedly made ​​requests in the bars and restaurants and the waiters forgot to bring us the request . This should be revised .

With respect to the remainder of the cruise was very nice ..

I await a position as soon as possible.

Thank you

28
Aug

Posted by Cynthia


on 8/28/13 at 3:03PM

We just got home from our Alaska trip on the Norwegian Sun. Awesome...Awesome...This was our first cruise. I can say 100% that it was worth every penny! The crew, especially Richard Maxic, cruise director gave 110% to make our trip the best. All the staff in every dept. were excellent. From the time we arrived at airport, it was smooth sailing. Very helpful and organized!. When we take another cruise it will be NCL and if all possible it will be on the ship that Richard, cruise director is working!

10
Aug

Posted by Anonymous


on 8/10/13 at 3:12PM

I recently within 48 hrs of booking my cruise with NCL for the grand mediteranian cruise next May 6/2014 for a balcony room, found that cruise.com gave the same "BB" balcony staterooms for the same price but also added a $250 on board credit plus $300 in savings coupons. I then sent it to promotions support regarding your "best price guarantee". However, they replied that this is a travel agent promotion and that I am not eligible for the on board credit.See farther below for their reply to my request.

I still feel that this is a relative "best buy guarantee" especially when you make up the difference with on board credits which is what cruise.com is awarding their customers. And that is what I am asking for from NCL. An on board credit of $250 for that would at least closely match the best cruise price on the Norwegian Spirit from cruise.com. Look it up for yourself!

Now if your decision still concurs with the NCL promotions support that I am still not eligible for the $250 on board credit, then that is what must be. However, if you do not mind me speeking my mind ahead of your reply, but I feel that NCL is being a wee bit chincy by penney pinching. NCL must have to pay "these travel agents" a commision to book these staterooms and yet they still can give promotional offering of $250 on board credit for the balcony cabins plus savings coupons. And yet you will not honour a best price guarantee but come up with an addendum clause to negate paying a best price guarantee.
Shame on you then ! I feel NCL lowers the quality of their cruises by this penny pinching. Why not talk to your supervisor or someone at complaint dept. for you could have at least given the $250 on board credit.

If you decide to honour the best price guarantee and award me this $250 on board credit then thank you and please ignore my above feeling.


Yours truly
a future cruise customer
Dan and Pat West

August 6, 2013

03
Aug

Posted by very dissatisfied


on 8/3/13 at 11:50AM

We waited 44 years to take our first cruise. After our experience on Norwegian it will be at least that long before we take another.
I am not writing this to seek any type of response or accommodation from Norwegian, nor am I naïve enough to think that the CEO or company cares even a little about the opinion of one person (actually four because my husband and parents who were along for the trip completely agree with me). I am sure that Norwegian’s policies are created to generate profit and I don’t imagine my review will change anything. I am writing this simply to inform those who are considering a Norwegian cruise vacation. Details are provided below, but I will sum up for those who do not want to read the very long critique that follows: If you work for your money and/or if your vacation time is limited and precious to you, or even if you have millions and take a vacation every week, do not cruise on the Norwegian Dawn. In fact, stay home if this vacation is your only option. If you win a free cruise, give it away to someone you don’t like very much!
I know that reviews are personal opinion, and that it helps to know who is writing. My husband and I are a professional couple in our 40s with no children. We not particularly picky about food and do not care about gourmet meals, wine, or liquor. We exercise regularly and are in decent shape. We like being by water on summer vacations and love trying new activities. We like casinos. We are willing to pay extra for an all-inclusive vacation because of the convenience. We have both worked in service industries and how that tips are well-deserved and earned by the hard work necessary in the service industry. We are not demanding and do not expect to be waited on hand-and-foot, but we do expect courtesy and to be treated like people who have just paid what to them is a large amount of money for the only big vacation they take a year. I would also add that we have been to Europe eight times, most of the lower 48 states, Aruba three times, The Dominican Republic twice, the Bahamas, Cancun, and Jamaica. We also own a time-share. We have never had a bad vacation and have never before written any sort of complaint to anyone regarding a vacation. We have never even complained about our time share; that alone should tell you that we are easy-going.
Check-in and arrival on the boat:
We left from Boston on July 26, 2013 for a 7-day cruise to Bermuda on Norwegian Dawn. Literally from the minute we arrived at the dock the vacation went poorly. There was a large crowd (to be expected) trying to figure out what to do with luggage and how to board the ship. That in itself was not a problem. We found a very nice porter who agreed to put our luggage on his cart and directed us to follow him to the check-in line. We were following as directed when a female employee (blond, short hair, middle-aged for identification purposes) literally put her hand in my husband’s face (without any warning) and said/yelled with a very loud and rude tone, “You can’t go there. Go back to the line,” (and pointed somewhere behind us). My husband tried to begin to explain that we were following the man with our luggage. She cut him off and said “The line’s back there. You can’t go here.” Our porter and she then began to argue, and the porter called his supervisor to the scene. The supervisor told us and him that she has no say over what the porters do, and that we were to ignore her and follow our porter. He then told his employee to “walk right past her”. The woman apparently had no authority (although she was wearing an employee tag) since she didn’t pursue the matter (or us) and simply turned around, (and I’m not kidding), to begin screaming at another group to “Stop where you are right now”?
The check-in line moved quickly, but when we arrived at the desk the woman behind the counter said nothing friendly at all. The conversation went as follows:
“Passports.” (I presented mine.)
“Ticket.” We presented it.
“Where do we go after here?”
“Husband’s passport.”
“Where do we go after here?”
“Credit card.” (My husband gave his.)
“Do we have another line after this?”
(No response.)
We went through security and were asked for our group number to begin boarding. Three separate people asked us and we told each that we had not been given one. The first two people said something to the effect that it was impossible and that we needed a number. Then both told us it didn’t matter and to go straight on the boat. When the third person approached us, she said that without group number we had to wait in a sitting area. While waiting, my husband decided to stand next to his chair instead of sitting down. While standing he was almost immediately told by a woman who was helping to move the crowd to “Sit down!”. When he asked “Why?” the woman replied “Because you are in the way”. We asked if we should go back downstairs to get a number and we were ignored. We found out from another passenger that we had to wait for general boarding. We did. When we were called we were waiting to board and three times a woman said loudly “Have room keys out.” My husband was looking for his and the woman approached him and said again “Room key!” He explained that he was looking for it and she said “You need a room key to board. Room key.” Thankfully he produced it, thus forcing the yelling woman to leave us alone and approach someone else in the same manner. Upon stepping foot on the boat we were greeted by a woman with spray bottle of hand sanitizer repeating “Happy, happy, washy, washy” then proceeded to spray in the direction of our hands without permission. That same scenario happened at nearly every single meal.
I tried to get a soda at the bar and was told that we were supposed to have been given a beverage sticker at the check-in desk. We were not. I was told that without the sticker we would be charged for each drink, even though we had already paid for the beverage package. I found a table selling beverage packages and explained the situation. The employee called over two others to ask what to do. He received no answer and then told me he was leaving and that the next person would handle it. A woman arrived. I explained the situation again and she gave me a sticker, which I found out on the last day was incorrect. We had to show our room key each time ordered a soda and were charged. When I questioned it, an employee told me that this is policy and that after a few days the charges would be removed because we had the beverage plan. Not so.
Money, money, money
Skip the 7-day cruise ordeal and go to a 3-hour time share presentation to understand the attitude toward money on the ship. You will receive the same hard-sell-you–really-want-to-need-to-give-us-more attitude as the cruise ship for a lot less investment of time.
Precious few of the restaurants are included in the purchase price. Aside from the snack bar, there are nine sit down restaurants for dinner. Two are included. Seven charge additional fees. Also included is the very crowded and not well serviced buffet. All of the specialty restaurants are additional fees.
There are shopping representatives in the atrium every day. The shopping consultant makes several announcements during the day encouraging all to purchase the special item of the day. Of particular note was the television program about Ammorite (or Ammonite, some kind o f blue-green stone) and how a passenger could become an Ammorite VIP if a certain dollar amount was purchased.
Spa representatives walk the pool deck while in port and stand at the entrance to the fitness center to solicit passengers and drum up business.
The ship’s photographers are at port with various creatures (pirates, parrots) asking people to pose. They are also in the atrium all day, and walk the restaurants during dinner asking people for photo shoots. Each 5 x 7 picture is $12.95. If there are three or more people the photo is $19.95. Apparently it costs more to aim for three people.
There are multiple announcements each day to book your next cruise now for super bargain deals and to become a member of cruise rewards.
There are multiple announcements throughout the day for the various paid activities. Many activities have extra charges, like the murder mystery lunch in which I was interested. A large number of the free activities, like the posture seminar, are actually sales pitches for products and services available for purchase. Even the free shows begin with a sale of instant lottery cards and raffle tickets. The free entertainment can be summed up as follows: these are not Vegas or Broadway quality performances; in fact they are far from that. They are free for a reason; without being overly critical, quality of the shows is mediocre at best. The grand finale of the last night’s show includes two employees with the hand sanitizer performing a dance of sorts with their spray bottles and singing happy-happy-washy-washy.
Tips & Service
Tips must be prepaid. On our cruise it was $12 a day per person. Perhaps that is why service is not particularly good or fast. Of course, there is a list of people who do not share in the group tip, so you are asked to tip on board in addition to paying tips in advance. Spa and specialty restaurants add another 18% to the bill automatically, so tips there are also an additional and mandatory fee.
The service was very unfriendly. When I returned the beach towels I was apparently unaware of the proper procedure. I placed the towels on the counter (which was evidently for clean towels only). The employee simply looked at me and pointed. I turned to see the pile of dirty towels and placed mine there. I handed him my receipt and was expecting a confirmation that I had returned the towels so that I would not be charged the $25 deposit. He took my receipt, said nothing, and ignored me even though there was no other passenger there. I asked, “Am I all set?” He said simply “Yeah” and continued with what he was doing.
Service in the main dining room was slow and not once did the server come back after placing the food on the table to ask if we needed anything. We had to fight for someone’s attention to ask for more water or for condiments.
I walked behind an employee too closely at the buffet and was told “Watch out!” I watched a very elderly man place a coffee stirrer in the wrong receptacle and be yelled at by an employee. The employee was very rude. To his credit, that man replied, “What are you going to do, throw me off the ship?” Good for him.
Saturday of the cruise was my mother’s birthday. At lunch we asked for a piece of cake to be brought with a candle on it. The employee responded, “Do you want to do that now? Why don’t you wait until dinner?” After we explained that in fact we did want it now, the waitress did bring the cake and candle. It was a bit unnerving to be questioned when making a request that didn’t seem particularly labor intensive.
I attended a salsa dance class, but again the attitude of the staff was unwelcoming. I was wearing flip-flops. I had only brought flip-flops and high heels with me. I did not want to try a new dance in stilettos. The cruise director surveyed the crowd and announced that flip-flops are the worst shoes to wear to a dance class. He added that, although those of us in flip-flops were welcome to stay, we would not be able to keep up or participate well. His tone indicated that he was fatigued at the flip-flop wearer’s lack of preparation. I stayed for a few minutes and then left.
Despite purchasing the beverage package, when the final billed arrived on our day of departure, we were charged for every single drink. My husband took the bill to the front desk to ask for clarification. We were told that we were given the wrong sticker on our key card, the “UB” ultimate beverage package we had did not include soft drinks. My husband told the woman working the front desk, Jesse J., that since we don’t drink alcohol and did not purchase an alcohol package, we had purchased the soft drink package. Every one of the drinks charged was either a diet Pepsi or Ginger Ale, which was surely included in the soft drink package. Ms. J. started looking up each of the charges then stopped and answered the phone and proceeded to help another guest and then someone else at the desk. My husband had to ask for someone else to help him with the billing issue. Dijana P. began to help him with the issue, but she quickly handed it off to the food and beverage manager who had to print the receipts for every single drink and then void them out one by one. That process took almost 45 minutes. Neither one of the women nor the food and beverage manager was friendly or apologized for the error. He was presented the revised billed as the employee promptly said “Next”.
Spa
Prices at the spa are what one would expect at a resort, pricey but not extravagant. However, be prepared to listen to a sales pitch for products after your treatment. You will be walked through the shop and shown what you need to buy. The questionnaire that must be completed prior to any treatment asks if you have certain conditions (so that the employee can offer you the correct package of products to buy). You can avoid that by checking off nothing on the questionnaire. You will not avoid the general sales pitch for works-for-all-problems products.
I booked a massage, but after waiting 40 minutes completely by myself in the waiting room with no acknowledgement of any kind, I informed the receptionist that I was leaving. I was asked if I wanted to reschedule. Obviously I did not. The therapist called and apologized. There was some mistake in her schedule and no one knew I was there because the receptionist didn’t inform anyone. Again I was asked if I wanted to reschedule. I did not. To the spa’s credit, the manager called with apologies and offered me a free massage. I accepted and tipped the therapist well.
Food
Main dining room: The food in main dining room is mediocre at best. The main dining room is packed every night, probably because most of the restaurant space is specialty restaurants. It cannot accommodate the number of people on board. If you do not make a reservation, at certain times there can be an hour wait. Apparently people make reservations for the entire week since we tried to make reservations a day ahead of time and were told that he only times available were 5:00 pm or 8:15. That happened on two different days. The service is slow, again because it cannot accommodate the numbers of people. We ate at 6:30 the first night. We waited 45minutes for a table and dinner took 2 ½ hours. We waited 35 minutes for a salad. We chose to eat at 5:00pm for the rest of the week in order to avoid the chaos. Although it was different from our normal dinner time, it was worth avoiding the prime hours. The crowds were forming as we exited every night. The menu is essentially the same every night. There was a specialty each night, but the main section was exactly the same. The portions were tiny. We are not big eaters, but these portions were really small. The last evening my husband received strip steak the size of the palm of his hand, an ice cream scoop size of mashed potatoes and eight (yes, we counted) green beans as his dinner.
Buffet: On one day at breakfast there were no clean glasses for at least 20 minutes. At certain times there were no tables available. There are long lines everywhere and a very narrow path to walk from the line to the tables, in which you not only have other passengers, but workers with carts and trays. After 9:30 am the only place for breakfast is the buffet. Although the hours state that it serves until 11:30, long before then employees begin clearing to prepare for lunch, and breakfast items are not replenished. I was there one day at 10:50 and breakfast items were being replaced already with lunch. Despite the large number of passengers, the only times that I saw both sides of the buffet open were the mornings of departure and arrival. The rest of the time only one side was open, creating even longer lines.
The buffet food is served cafeteria style (grab a plate and slide it down the line) and is luke warm to the point that butter does not melt on anything you want it to. (Even if it were hot, it would have been cold by the time we found a table.) The coffee machine on one side was broken twice and the ice cream machine was unavailable for two days. Temporary receptacles were brought out, but the coffee was cold and the ice cream melted.
Apparently a nice meal can be purchased at the other dining venues, but if you expect good food for the initial price of the cruise, be prepared to be disappointed.

Beverages (and money)
Soft drinks and (of course) alcohol are not included in the price. Passengers can buy a beverage package, but even with that coffees that are considered specialty (like cappuccino or flavored syrups) and bottled water is not included and charged separately. You can purchase a bottle water package independently of your other drink package that includes six1 liter bottles for only $21. The Java Café is not included and all coffee there is also charged separately. (The employee there told me that it was special Italian coffee.)
Even if you purchase a beverage package, you will have to show your key, be charged, and sign a receipt for every drink you have.
Cleanliness
On Sunday morning I made coffee in the room. I forgot about it. On Wednesday morning I went to make another pot. The coffee and filter were still there.
I noticed a piece of pineapple on the floor near the entrance to the 24 hour restaurant on Monday. I noticed it every morning thereafter. On Thursday, the morning of departure, it was still there.
On the morning of arrival room checkout was 9 am. At 7:30 my husband and I went to onboard credit to deal with the problem with our bill. The room steward asked us if he could enter the room to make the bed. We agreed and when we returned the bed was set up with the welcome sign for the new arrivals. We had access to that bed for the rest of the morning (about two hours). We sat on it and had our luggage on it. The point is, we could have slept in it and the new guests would not have known.
Bermuda
Ships can no longer dock in Hamilton, leaving the Royal Naval Dockyard as the home for cruise ships. The dockyard is at least a 20 minute drive to a nice beach. There is a man-made beach in walking distance of the ship, but it is tiny and so near the ships that the water has a film floating on it. Whether it is oil or suntan lotion I could not tell. There are no waves at that beach and there is a $5.00 per person fee to use this area.
The ship is about 25 minutes by car from Horseshoe Bay. Transportation options are a crowded bus, a scooter rental at $85 a day, or a cab for about $40 one-way. We choose to go on a Sunday and were told that the posted cab fares do not apply “since it was Sunday”. We were told the fare would be about 25% more. Barclay Carmichael was his name and he pressed us to take a “four hour ride in his cab to see the sites of the island for only $165”. We passed. We took the cab to Elbow Beach (our request). The cab driver seemed well versed in local beaches but didn’t mention the place we were dropped off was a private section of the beach. We had to walk “200-300 meters” to get to the public section where we quickly realized there were no public services (food, restrooms, umbrellas, chairs, etc.). We walked up the beach to another entry point and took another cab to Horseshoe Bay Beach. Tourists can pay to rent chairs and umbrellas; there are none available to the public. The beach, however, is gorgeous and the water is crystal clear.
There are fun water sports to do in the dockyard, but of course they are a separate fee. (That is to be expected since they are not part of the cruise. I’m not complaining at all about that.) Jet-skis are great, but again, they are expensive ($155 for 75 minutes). There are other activities as well, but the cheapest option I saw was a half-hour banana boat for about $38.
Almost all of Hamilton closes at 6pm. Restaurants are open but there is almost no need; they were essentially empty. I was told that most of Bermuda’s shops and tourist activities close early. That leaves the ship for nighttime entertainment, even while docked in Bermuda.
Pool deck
Capacity on the Dawn is 2200 passengers. There is only one main pool that is filled with sea water (and a kiddie pool). The main pool is smaller than some backyard pools. There are not enough lounge chairs so people wake up early to stake out their territory. They leave towels on chairs and some remain unoccupied almost all day. I arrived at 9:00am one morning and there was nothing available, but there were probably only 100 people on the deck. The towels had been laid out much earlier. I heard at least two arguments between passengers and employees about the situation at the pool. Without a pool, one is left to walk the ship, gamble, or sit in an indoor area without much to do.
Things that weren’t a total mess:
Our cabin was large enough and away from the noise on the active decks. We paid for an aft-facing balcony. It was a good location and on the return trip the deck had sun, so I didn’t have to even attempt to navigate the awful crowds at the pool.
Room service and the in-room breakfast service were timely and efficient.
The 24 hour snack restaurant was not bad, and we always found a seat.
The casino was decent, but the room is hot and full of smoke. That is to be expected in a casino, but if smoke bothers you, you will have a hard time there.
Our luggage was not lost. We received our luggage about three hours after entering our room, but with the large numbers of suitcases employees must deliver, we have no complaints.
The other passengers, despite the crowds and poor quality of almost everything, were gracious and polite. I heard many complaining to each other, but in public everyone that I saw and met was making the best of the situation.
The ship did not sink or have any major mechanical problems like other cruise lines have experienced recently. We also made it back to our Boston port as scheduled.
Would we do it again? Absolutely not. The point of this lengthy message is to share our experience with anyone who is considering the same or similar trip. I have tried to not be subjective in our review as everyone has different perceptions. With any luck, you will re-consider your options and choose a vacation that takes you to a destination where people at least appear to be happy to have you as their guest and where you can avoid frequent sales pitches and unexpected additional charges (even if optional). At minimum, you will know of what one couple experienced.

28
Jun

Posted by Anonymous


on 6/28/13 at 12:36PM

We recently just got off the Boston to Bermuda cruise and have never experienced so many rude experiences from servers. The time it takes to receive a drink is less than acceptable. There were not enough people at working the bars and actually had several experiences of waiting over one hour for a drink. Worse than that was the overall demeanor from the servers. The woman who worked the coffee bar( the bar manager) Never had a smile on ever. On 2 occasions we had dinner and the drinks did not arrive until 45 minutes into the meal. There are now more restaurants that force you to pay and the wait time and service is poor at the others especially Aqua. Our trip was not cheap so to spend so much of your time waiting on top of being treated poorly was nothing less than shocking.Then to be told that they were going to add automatic service charges when you weren't getting it? My children who are in their late teens and early twenties especially were surprised with how poorly they were treated. On several occasions people who arrived after them and even large parties received their meals long before them and my kids never even had their appetizers brought to them. The people cleaning our rooms were the only employees who went out of their way to be friendly and who acted the way my children remember from cruises on Royal Carribean and Princess. When I recently looked at a survey from the J.D. powers report I was not surprised to see NCL at the bottom. Fortunately Bermuda was beautiful and the weather was beautiful so my family will have great memories. Each day when I went to eat the topic of conversation from folks I met from young to old was how surprised they were to see how poorly things were currently being run and how years prior and how much the overall management of the ship had gone down hill.

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