We are very disappointed with help desk manager Jalynne Castro. We believe that a poor manager would set a poor example for all staff under her management. It is our third cruise with NCL. Previous two gave us good impression, but now we are not sure if we will take another NCL. It's sad. We hope Ms. Castro should learn to treat guests in a way she herself wants to be treated.
1 out of 5
After checking in, we waited another hour to get on ship.
Food and Dining
3 out of 5
Grand Pacific main dining is good, Orchid Garden is poor, the other is average. Garden Café buffet lacks of variety, serving the same food every day. So-called 24-hour O'Sheehan takes orders, very slow and simple.
2 out of 5
3 out of 5
Service and Staff
1 out of 5
The worse problem with Gem is Service. Help desk doesn't help! When we asked for exchange from US$ to CA$, help desk staff had no knowledge that Gem does not provide such service but made us come twice to the cashier who only did exchange from CA$ to US$. When we asked if there was a non-smoking area in casino, help desk staff had no knowledge either. When we asked a waitress at Atrium to help filling thermos bottle with warm water, she turned us down rudely, saying that its use would cause "Public Health" issue. As we were not convinced, we asked manager Jalynne Castro for explanation. With great disappointment, she said that use of thermos bottle to fill warm water directly was prohibited. So, we argued that if directly filling was prohibited, can she use a mug to fill and then pour into bottle? The manager was totally defensive, saying that there might be no mug available for her. That is ridiculous! She does not have management skill at all! When guests bring up a complaint, what they expected was a good attitude. The manager never learned to say "Sorry" and a promise to improve, but totally defensive, picking up argument. It is terrible!
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