January 2016 - 14 Night Southern Caribbean (New York Roundtrip) Cruise on Norwegian Breakaway
Richardson Family Horror story
Please call me on Monday Jan. 18 2016 to start detail dispute on all charges concerning our 14 day NCL cruise out of NYC. I will be sending you photos and all documentation (with as much detail as possible) including DR bills from their hospital to get reimbursed from travel insurance. Below are just a small portion of reasons we where terrible dissatisfied with NCL breakaway.
Cabin bathroom-five days out of first week every morning our toilet would not work. The second week 2x times that I could remember. Meet with Jatin (which I will send you a copy of his card). Explanation was that someone in forward cabins was putting something down toilet affecting all of ship. It was very disgusting DAILY to not be able to flush toilet. The second week we where at show at breakaway and my handicap son after being sick needed to use bathroom and all toilets in front of ship on public floors 6/7/8 where all out and was told AGAIN nothing they could do we would have to go all the way back to rear of ship... Sadly he did not make it in time!!!! This is TOTALLY unacceptable.
Before entering ship we signed a form denying charges for kids.. Well while we arranging room our youngest went to video arcade and played games totaling approx 180.00 dollars. Granted this was finally taken care of after 3 phone calls because they said "it would have to be looked into".. They 2x only partial credit we where called and told "we made an addition error". In this day and time with computer it is virtually impossible to make an addition error...
On second day at sea, the children's pool was down for "repairs". On 3rd day at sea since we where unable to use Childrens pool and the fact that our family dynamic is 4 adults and one child age 10 we started swimming in "adult pool" (which at this time had NO IDEA there was an age restriction.) my wife and youngest son was called out causing a HUGE scene being told no children where allowed in pool and that they could not accommodate a family of 5 due to there is 4000 other people on ship and rules are rules and the head bar manage literally told me word for word standing on pool deck "NCL has best customer rating on all cruise lines" and that they have cruise critics on every cruise to insure highest rating and that if his actions where wrong they would of noticed cause they where by pool... Honestly I could care less about any of this. From a professional standpoint this should of NEVER been said by a senior officer!!! Again we meet with Jetin to be told that "he would look into it. But most likely not be able to "change company policy". This was then escalated to my wife being told by same bar manager that he was going to call security and her and my son would be "escorted of ship" over setting in a hot tub.... This right here not to mention ANY thing else is why we will not pay ANY of NCL charges having to do with accommodations or service gratitudes. PERIOD!!! The most unprofessional circumstances I have ever witnessed.
After requesting EASILY handicap accessible rooms (which I know you Donnie did for us) and being contacted by NCL prior to leaving on cruise to fill out handicap request form, which we did and have confirmation of NCL receiving. We requested distilled water for Regans breathing machine (which is medically ordered. Never once did we receive any. Hallways would not accommodate is medical stroller and at least 2-5x DAILY we would have to either personally move or wait on Stuart to move house keeping carts. (See Photos) this also will be discussed concerning Regans hospital bill and diagnoses. Room we where assigned had a pole directly in middle of both doors narrowing access to each room and is stroller would not even fit. (Again see photo) we called front desk and was told first day "sorry we have at full capacity" and there was not any effort made to try and accommodate my son handicap medical needs. AT ALL!!! Concerning the rooms initially when we arrived there was 2 different stateroom attendants and we would request something and was told at least 3x when they arrived "sorry this is not my room" and we would have to wait for different guy... PLEASE explain how with technology we have today that ANYONE would think this is acceptable for a family occupying 2 rooms jointly?????
On to food and service... One morning my wife ordered French toast without raisins and we where informed that it would take 20-25 min. When it arrived it was so raw that when my wife cut into the bread it ran out onto the plate. This was at Taste. Then returned with replacement order WITH raisins... We had standing order for appetizer of tomato caprese, and after 3 day of it arriving GREEN (see photos) and NEVER once was oil and balsamic brought with order. We meet with head matadee of Taste because that night also 3 of 5 dishes where delivered to table COLD. We where "assured" it would be taken care of. The photo you will see was the following day after showing still how green.. The next day after returning to room NCL had delivered a tray of appetizers to each room with RAW shrimp and cream cheese on them and left the setting out all day at room temperature ( I guess expecting us to eat them). AGAIN if anyone was paying any attention at management level at all this could NEVER happen. On several occasions my family and wife was told by waiters "getting us a soda in Garden Cafe "was not my job" one name was Lavon Charles. Concerning the Garden Cafe everyday food was mostly the same With VERY little variance. Customer service was very poor and felt very under staffed.
We also contacted a second "customer service manager name was ERIC. Nothing was accomplished by this either. Purchased Spa package and 2 days spa was closed in portions and again was told nothing they could do. I think 1-day was credited. That is not point. It is there responsibility so supply the services paid for regardless.
Now on the a very serious issue. Again my son is handicap and has a very extensive medical background spanning 16+ years and followed by numerous medical specialist (which have been contacted) and will be sending reports on the severity of negligence in medical care. We arrived at hospital at 10:17 AM and was informed this was "after hours because service ended at 10:00. Yes please try and wrap your head around this... After being told all services would have to be paid up front he was diagnosed with phonemonia and given Antibiotic and steroid. The next day after we contacted Jetin again after being told by room Stuart and EVEN the head floor 12 hotel room manager that there was not any sanitizer that could be given, to help stop spread of sickness to other family members. It was also very importance to sanitize Regans breathing machine hose. This was also related to Jetin I which we where told he would get back to use and NOTHING was ever done for 3 days . The last 2 days he was unable to even wear machine even though he has severe sleep appnia. Not to mention now I am sick and my wife. Also this was going around ship with cough and sore thought.