December 2015 - 9 Night Canary Islands & Morocco (Barcelona Roundtrip) Cruise on Norwegian Epic
Poor customer service
This was our family's fifth cruise and the second one with Norwegian. We did not like the design of the cabins with the shower on one side, the toilet on another, and the rest of the cabin separated by a curtain with the smallest sink right in front of the bed. In one cabin the mattress smelled like piss which had to be changed. The cabin also smelled of smoke. As a matter of fact, the theater always smelled like smoke, when we went there for a show or to exit the ship during our tours. Pictures with the captain was a disaster. We were told in advance that he does not shake hands. He not only did not shake hands, but he barely acknowledge us, he had a bad attitude. Even my children commented on his attitude and the attitude of the rest of the staff. It was obviously that the poor customer service and bad attitude displayed by the staff was a reflection of the leadership. We wrote a letter to them addressing all the issues we had, they sent us a poor reply only addressing the handshaking comment, indicating that it was policy for the staff not to shake hands. This was a 30 minute photo session, it would not have killed the captain to shake hands and immediately sanitize or wash his hands after the session. But even if he did not shake hands, he should have had a better attitude by addressing the guess who came to take pictures with him. My daughter had an appointment with the hair stylist and she was late. We had another appointment with the photo studio and wanted to see a show, we had to change our scheduled and missed the show. The stylist barely apologized. The service at the complementary restaurant was always slow with staff who had poor attitude. We saw waiters picking their nose or not covering their cough. The cruise was not what we were expecting. All of our other cruises had happy staff who provided great service. Our cabin attendant was the only one who provided the service we associate with cruising. The operator always provided bad information after putting the caller on hold for a very long time each and every time.