NCL customer service is going down hill!

Item: Norwegian Gem
Rating: 3.6
Author: Sandara3

Norwegian Gem Cruise Review to Transatlantic

Sandara3

Contributor Level: Third Mate

58 Days Till Next Cruise

Cruises: 7+ cruises

Reviews: 3

Helpful Votes: 79

Overall rating:

3.6 out of 5

14 Night Transatlantic Westbound (Barcelona To New York)

Sail date: December 08, 2022

Ship: Norwegian Gem

Traveled as: Couple

Reviewed: 1 year ago

Review summary

From the get go, Norwegian let us down when we asked for a deviation and did not get it. When I contacted them, they said the flights have already been scheduled and it was too late to change! The ship had to pass up two ports of call and they picked up one more. We asked over and over on the ship when we would be getting refunded for the port fees and were told we had to ask for that when we get home explanation are you kidding me you had no problem billing my account $32 every single day!!

Embarkation

3 out of 5

Speedy

Ship experiences

Food and Dining

3 out of 5

The staff was a bit lacking on experience, but they tried hard. The bar services was great but the quality and the same drink differs in ingredients and taste from bar to bar! Poor training.

Onboard Activities

4 out of 5

Very hard to understand some activitie leaders.

Entertainment

4 out of 5

Most was very good.

Children's Programs

No children

Service and Staff

3 out of 5

Most are new and poorly trained.

Ship Quality

1 out of 5

The main theater is not set up for wheelchairs at all. They have several chairs saved for wheelchairs, but they’re one and two steps down!? You could only see them cleaning and wiping handrails down after there was an outbreak of a 24 hour bug. Maybe this could’ve been avoided if they would’ve been cleaning and wiping tables down from the beginning!

Cabin / Stateroom

4 out of 5

We had an accessible cabin, and it had ample space. Cleanliness was obviously not a priority.