Understaffed/Poor Service

Norwegian Jade Cruise Review to Caribbean - Western

Experience: 4-6 cruises
Reviews: 2
Helpful Votes: 14

Overall Rating:

1 out of 5
Verified Review
7 Night Western Caribbean (Houston Roundtrip)
Sail Date: December 12, 2015
Ship: Norwegian Jade
Cabin Type: Balcony
Cabin Number: 9514
Traveled As: Family (young children)
Reviewed: 2 years ago

Complete lack of bar staff on pool deck any days but with 3 full sea days I saw 2 servers max for the ENTIRE CRUISE FOR THE ENTIRE POOL DECK. I had to chase down a waiter or wait 10 mins or more to get a drink at the bar. Every night dinner was a 2 hour plus ordeal. Getting refills for water was almost impossible. But if you ordered lots of drinks with nice gratuities on it...oh boy you got amazing drink refills then, even when you don't ask more more drinks you get them and they get charged to the room bill. 3 nights the manager for the specialty dining restaurants would have to send other waiters to finish our dinner cause we would sit for over 30 mins waiting for the next course and nothing. Our first waiter would fully help the Haven guests or larger groups ordering tons of drinks with gratuities but not us. The manager would always very carefully come ask later how was the taste of your food. Not how is your dinner going? I would quickly open my mouth to complain and they would interrupt and loudly be like" oh good glad your food is good." Turn and walk off. Never asking what the service was like. I was charged for cans of soda that we never even ordered and if I had not been watching my account like a hawk I would of been charged extra money. I have never seen such long lines day in and day out at customer service. I got maybe 15 receipts this whole cruise. All the rest I was never asked to sign for. Hard to prove you never got something if you don't have receipts. I know 6 other people on board that were charged an extra 10 or 15 mysterious dollars to the on board account also. Nice way to slowly rob the guest. Our toilet was broke from day one. I reported the issue no one ever came to our room. Spent full cruise having to baby the flush button and hope it would pop back out so we could flush. Does not leave ones room smelling good. I asked customer service about the lack of employees to actually provide actually the services I paid for. She told me to talk to HR if I thought the ship was understaffed and then to contact NCL when I got home to complain. She could not help me. I left notes to have the bed changed because we were being bitten at night by some bug. I believe possibly one bed, the main bed the sheets where changed. Not the two other beds because my kids glitter or face painting marks were still on the bed sheets. So the bites continued. Normally, at return to port there is water, Popsicles, cookies. cool towels while we have to stand in line to tender or wait for security. I got a warm but wet towel and plain water at Honduras, of course the last port. Only once did I see someone enforce the no jumping into the pools rule. Even tho there was staff manning the slide. It was to late for me to continue using the pool after a kid jumped on me and then kicked me in the face. No enforcement of the adult only hot tubs or pool also.And the massive water main break. That we were offered only some bottle water POURED into a cup. You guys couldn't even give us a full bottle of water during this time. I had to get off the ship to fill my water bottles and GO BUY a bottle of water at a decent price. I do not spend tons of money to have to babysit your staff to make sure I enjoy my cruise. There needs to be enough staff and they need to know how to deal with every situation on board. Not tell you to call and complain after the cruise. I should of never walked off the ship with you holding my money hostage. I did not get what I paid for. This was our 4th cruise in 1 year with NCL. I know what service is. I know what to expect from good service on board. I DID NOT GET IT. You have my money that you DO NOT Deserve. 

Food and Dining

1 out of 5

Onboard Activities

1 out of 5


5 out of 5

Children's Programs

5 out of 5

Service and Staff

1 out of 5

Ship Quality

1 out of 5

Cabin / Stateroom

5 out of 5
5 out of 5
5 out of 5
3 out of 5
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