December 2015 - Norwegian Jade to Caribbean - Western
Overall, the cabin, food, and drink quality were decent. However, the customer service was fairly poor. The captain made the decision on day 5 to bring the ship in early to avoid foggy conditions on Day 7 (which never occurred, I might add). However, neither he nor the staff did an adequate job of informing the guests what was going on, and how the schedule for the ship would be affected. We were told at first that the ship's stores and bars would be closing at 7pm on Day 6. Other staff told us 5pm, and yet others said 3pm. We were surprised when everything shut down at 2:20pm without so much as an announcement or warning. We were unable to complete our onboard shopping, and because we were now in Texas waters, could not order the premium drinks that we had signed up for with the Ultimate Beverage Package. After being passed from customer service person to customer service person, and speaking with 2 managers about our problems, it was obvious that they weren't willing to admit any screw-ups, or do anything to help make up for the poor communication. Other cruise lines are quick to keep their guests happy, but Norwegian doesn't really care.
Also, on Day 6, our room steward left our stateroom door unlocked and open after cleaning it. Luckily, we returned quickly after he left, and nothing was stolen. We spoke to the cleaning manager about this, and only received a forced apology.
Having been on 3 other cruise lines, the customer service on Norwegian is definitely the worst of the 4. The food and beverages were decent, but the customer service and corporate policies need to change before we will considering sailing with them again.