Not good experience

Norwegian Gem Cruise Review to Canada, New England, New York

Cruises: 7+ cruises
Reviews: 2
Helpful Votes: 36

Overall rating:

2.6 out of 5
Verified Review
Norwegian Gem

9 Night Canada & New England (Quebec City To New York)

Sail date: September 19, 2018

Ship: Norwegian Gem

Cabin type: Inside

Cabin number: 9555

Traveled as: Couple

Reviewed: 2 years ago

Review summary

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.

Ship experiences

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.

Onboard Activities

2 out of 5


3 out of 5

Children's Programs

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!

Ship Quality

3 out of 5

Cabin / Stateroom

3 out of 5

Ports of call

Quebec City, Quebec

3 out of 5

Charlottetown, Newfoundland, Canada

3 out of 5

Sydney, Nova Scotia

3 out of 5

Halifax, Nova Scotia

3 out of 5

Saint John, New Brunswick

3 out of 5

Boston, Massachusetts

4 out of 5

Newport, Rhode Island

2 out of 5

New York, New York

3 out of 5


3 out of 5
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