Terrible customer services

Cruises: 4-6 cruises

Review: 1

Helpful Votes: 103

Review summary

THIS WAS ABSOLUTELY THE WORST CRUISE EXPERIENCE EVER WITH NORWEGIAN CRUISELINE!!!!! We were treated rude and discriminated when we arrived the speedway game booking on 2/19/2020 for my friends and family. The staff at the speedway game named Shenica Lewis was yelling and pushing us aside while treating other customers differently (letting a couple customers skipped in front of our two families before us). In addition, she refused to follow her supervisor’s instruction when the supervisor intervened the situation and asked his employee to apologize to us due to her inappropriate behaviors. Two kids with us were scared and unpleasant by her unappropriated behaviors. Her unprofessionalism made our cruise experience totally a nightmare!! The Cruise Director , JC and the Assistant Director, Liz didn’t follow up our complaint immediately and never got back to us with the final investigation outcome of the reported misconduct employee at the end of the sailing cruise. As a result, I am totally disappointed by how Norwegian staff handle when this incident occurred during our sailing. Moreover, many of the Norwegian staff employees who were servicing the front line customer service didn’t greet or smile to our families and other guests when witnessed. Overall, staff would need to be trained and/or retrained on customer service skill sets and work ethnics. Due to this unacceptable experience caused by the inappropriate staff behaviors toward our friends and families, we absolutely don’t feel being treated respect, fair and pleasant as guests and felt unwelcome!!! This is the most terrible experience compared to our previous three Norwegian Cruiseline sailings we had in the past 10 years!!! Furthermore, at the time when my family was getting ready to check out our room 13776 on Sunday 2/23/2020, an incident occurred when it was about 8:10am in the morning, a male housekeeper intruded my privacy while I was still inside my stateroom. He first knocked my door and but then attempted to get inside my statement before I had a chance to response back to him and he opened the door and made attempt to enter my stateroom without my permission. When this happen, I was on my bed. He stated we would need to leave the room by 8:30am for cleaning and yet this reasoning of him does not give him the permission to intrude my privacy while I am still inside my stateroom getting ready. Although we had a terrible experience during this sailing, there were a few employees that I would like to acknowledge for their exceptional customer services and professionalisms. The Assistance Waitress, Pepper Hu Xue at The Local Bar & Grill, the waitress Maricel Isturis and Asst. Maitre’D Lucy Estrellado at the Food Repulic. They had beyond extra miles in providing exceptional customer services to make our cruise experience a much more positive experience. If every Norwegian staff members work as a unity and follow the same standards as adhered by the Norwegian Cruiseline’s polices and procedures, I would be interested to sail again with Norwegian and to recommend to many more friends and families.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

New York, New York

Port Canaveral, Florida

Great Stirrup Cay (Cruise Line Private Island), Bahamas

Nassau, Bahamas

Disembarkation

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