Worst guest service in the world

Norwegian Pearl Cruise Review to Alaska - Inside Passage

Experience: 1 cruise (first)
Review: 1
Helpful Votes: 12

Overall Rating:

1 out of 5
Verified Review
7 Night Alaska Glacier Bay (Seattle Roundtrip)
Sail Date: August 10, 2014
Ship: Norwegian Pearl
Cabin Type: Inside
Cabin Number: 4501
Traveled As: Family (young children)
Reviewed: 3 years ago

The guest service of Norwegian pearl is the worst in the world.  I have never had such kind of bad experience in my life before I took this cruise. The crews of this ship are mostly from Philippine and India. Firstly, the guest service people from Philippine didn't train well and they are very racist. They keep lie to customer. If you are unlucky to get a noisy stateroom, you are bad luck if you are an Asian as they will not willing to help you to change a stateroom.  However, if you are a Caucasian, you may have chance to get a room or upgraded.


The room what we were assigned was on 11 deck which is under a restaurant. The room is small, dark, and dusty with a lot of mirrors (which is considered attracting ghost in Chinese culture). I can find the used bottles and trash under the bed.  Obviously, this room didn’t assign to the customer for a long time.  The engine noise was just on the side of our ears. On first couple of days, all of us were very sick because my daughter and I were sea sick and my husband caught a cold. I requested to change a different room with guest service every day and spoke to 4 to 5 front desk staffs in two days.  Every time I had to repeat my story again and again as they didn’t want to read the messages from computer. What I got from them each time was this message: waiting for response from manager. They just constantly told you they were fully booked and would pass messages to manager. However, you would never get response from the manager. Actually, the information I got from check in lady on Seattle port was that this cruise was not full.  


On the third nights at 2 am when I woke up again by engine noises, I burst out and called front desk saying that I could not stand the noise any more. The staff in front desk agreed to give me a room to sleep for the rest of night. When I went to one of the room offered to me on 5th deck, the noise in this room is even larger.  I called the lady again and told her the noise is worse, and request to the 8th deck which she offered to me half hour ago. She agreed and said she would send sb to bring me to the room. However, one minutes later, she told me the room is taken by sb already. My god, I was the only person wake up to request room changes at midnight at 2 O’clock. I didn’t see anybody was doing the same thing like me. How comes the room is taken? Obviously, she lied to me and didn’t want to help me anymore.  She told me she would send message to supervisor and asked me check back again in the morning 7:00 am with her supervisor I had to return the room key and back to my original stateroom at 3 am.


I waited until 7:00 O’clock to visit front desk again. Finally an Indian supervisor agreed to give me an interior room on 10th floor. This is the fourth day on cruise already. When I went to pick up key for room changes, a fat guy started to ask the same question again after I told him I come to pick up the key.  My husband was very upset when he saw this: “you’d better act now as my wife deal the issue with you guys for the last 4 days….”  This man went quickly to crab the key to me without ask anything anymore.  He also apologized for the delay. I astonished and told me husband:” it looks like only a tough guy can survive in this world. You should be the one to deal with them instead of me.”  I may not get the key if my husband was not there.


After we changed the room, the bar light didn’t work.  The small bed was not ready as well. I called front desk many times for repairing and waited whole afternoon in the room.  The phone either nobody picked up or front desk told me she would send people right way to fix them. However, I waited whole afternoon and nobody came.   After I constantly called more than 10 times, a room attendance finally came two to make up the bed.  The electrician came at night when we call front desk again in the evening.   The electrician told me that I left message to front desk to allow him come by 9 pm.  I was surprised as I was waiting in room whole afternoon and never left such as message. Why these guest service people like to lie all the time?


We were bad treated not just for room changes. My old mother was travelling with me. On the second day she was using her unfamiliar English inquiring with a guest service staff Therza S.  This staff was very impatient. She knitted her brows starring at my mother and constantly shook her shoulders and head.  I was speaking with another front desk staff on the left side at that time. When I saw this I went to my mother and asked what she needs to help.  She told me she was trying to ask where childcare centre is.  My mum said:” Another American lady can understand my English, why she cannot understand my English.”  I told her don’t ask help from her again as she is not patient at all. I notice in next few days that this staff named Therza S. hardly had any smiles on face but with her harshness attitude.  Therza also lied to me many times.  On August 15th night, I lost my black fur jacket in theater and reported to front desk. Therza was the one who filled the lost form for me on August 16th. I went back front desk 3 times to check if anybody got my jacket.  Every time Therza told me she didn’t see it. On August 16th evening, I decided ask one more time to see if my jacket was found or not. I called the front desk instead of showing up there.  A staff told me somebody returned my jacket one day before which is August 15th evening. I was so happy but also so confused: If sb returned my jacket on August 15th night, why Therza told me she didn’t find my jacket on August 16th after she checked 3 times?  Did she lie to me? Why she pretended not see my jacket?


The crews were very racist.  They treat Caucasian very friendly, however, they have different attitude when they treat non-Caucasian.  For example, they have no smiles when they speak to none-Caucasian.  What made us very upset was the second day when I was having sea sick. I didn’t eat breakfast so my husband decided to bring me to one of the restaurant called Summer Palace for lunch. One Caucasian was front of us and we waited 15 minutes for the service lady finished deal with him. I stood on the side with huge headache and pain on stomach. My husband was on the second of the place of the line. We were the only Asian on the line. When it was our turn, this staff from Philippine named Christine Paris passed my husband and inquired third Caucasian lady on the line without even looking at my husband and me. My husband was so angry: “what is wrong with your eye? I am standing right in front of you and you are asking next person?”  All the people were laughed at that staff. She finally noticed her improper behavior and apologized to us. However, this racist behavior made us loss the appetites.  We told the story to the guest services and never get any feedback from manager.


I am not the only one who was complaining the service. An old Caucasian lady also told me her story about the room changes. She told me she cried on the first day and luckily she got a room upgrade on the second day. The guest services also offered chocolate strawberry, wines and one free restaurant meal to her for apology.  What we got was get a interior room on 4th day and received a plate of chocolate strawberry for apology after my husband berated the staff for the bad services.


Overall, I think Norwegian cruise line is not very suitable for Asian to go as they are more welcome Caucasians.  The crews are racist and not friendly to Asian. 

Food and Dining

3 out of 5

Onboard Activities

3 out of 5


1 out of 5

Children's Programs

3 out of 5

Service and Staff

1 out of 5

Ship Quality

3 out of 5

Cabin / Stateroom

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

Cruise Glacier Bay

5 out of 5
3 out of 5
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