A life time dream trip ruined at the start

Norwegian Sun Cruise Review to South America

Cruises: 7+ cruises
Review: 1
Helpful Votes: 53

Overall rating:

1 out of 5
Norwegian Sun

17 Night Voyage To South America (San Diego To Santiago)

Sail date: November 02, 2016

Ship: Norwegian Sun

Cabin type: Inside

Cabin number: 8312

Traveled as: Couple

Reviewed: 7 years ago

Review summary

On our NCL cruise aboard the Norwegian Sun, November 2 -- December 2, 2016, the staff was out of control.  Room cleaning was completely substandard.  Staff made little response to requests from the passengers.  Staff retaliated against "complainers."  In one instance, NCL staff left fresh excrement on the shower curtain of a couple who reported multiple times that they could not turn off the heat in their cabin.

 

Our trip was ruined from the start.  Passengers are telling each other their bad experiences on board and there were numerous complaints.

 

1) Our stateroom 8312 temperature was too cold - not inhabitable for us.  We could not shut off the freezing cold current of air.  In addition to being so cold, there was mildew everywhere on the bathroom floor and the vent in the room was extremely dirty.

2) We were lied to for about ten days about a possible solution to the cold air.

3) Finally after my husband went to emergency room for uncontrollable shivering and feverish temperature, we were given a "heater" to counter the cold air.  Because of the pipeline from the heater has to be connected to the bathroom exhaust, our room smelled like sewer.  Even people down the hall could smell it and our steward didn't want to come in to our room to do the routing cleaning.

4) The cruise doctor would not admit that my husband's problem was caused by cold temperature in the room even he could not find what was wrong by tests. 

5) The bathroom drain was not working well and water was slashing around the bathroom floor for days, before a technician showed up.  The problem was not fixed properly, but the condition got better.

6) Then the sink no longer draining.  Took two different engineers and three days to fix the very clogged, smelly drain.

7) Our room floor carpet became wet from water condensation from the heater, which has no pipeline installed to lead the water away.

8) The cruise finally offered to change our rooms, but said that we could only stay there for four nights and no guarantee the room would have heat.  There would not be room for a heater.  By then, we had no confidence in their words.

9) The cruise staff was so disorganized and miss communicated.  We were told one thing at one time and another the next.  On the morning of arriving Valparaiso, Chile, we were harassed by a front desk officer by ordering us to leave our room or he would send security to throw us out right after we were told to stay in there by another officer. 

10) I served meals to my husband who was sick in bed for the entire trip and we had to cancel excursions and let go $650 ship credit.

11) Our complaints met a blind eye by the captain, who told me that "We don't serve individuals."   He admitted that there was no heat in some cabins and most of time there was no heat on the ship at all.  However, some passengers complained that their rooms were roasting hot and some were too cold.  People got sick and complaints were everywhere. 

 

Compare to other cruises we took, NCL Sun was unbelievably worse in their services, room comfort and their willingness to solve problems.

 

We had no room comfort problems on any other ship we sailed.

 

We wrote to management many times.  We were disappointed.

 

We paid over $6,400 for a trip of life time, but we had a miserable time because of bad service leading to illness.   The NCL Sun cruise started on Nov. 2, 2016 from San Diego and ended on Dec. 3, 2016 at the port of Bueno Aires, Argentina, totaling 31 days.  My husband hardly went on shore and he spent most his time in bed.

 

Norwegian Sun staff told us the reason that they continued to work on this ship, because they had no pressure or less pressure.  That explains why the service was bad.   To us, a good service is the management and staff take proactive approach to problem solving.  Show us they care.  But some key staff and officers on Norwegian Sun had bad attitude including lying to make problem go away. 

Ship experiences

Food and Dining

3 out of 5
average

Onboard Activities

1 out of 5
Could not enjoy when one of us was so sick.

Entertainment

3 out of 5
OK

Children's Programs

Don't know anything about that.

Service and Staff

1 out of 5
Most staff in the dinning room and buffet were nice Some staff and officers were very bad. I just knew that they didn't care about your problems. They wish you were not there. I was embarrassed myself having to bother them for their help.

Ship Quality

1 out of 5
Design was fine. Comfort quality was bad for many passengers. Our room was definitely not clean. Our Stateroom of 8312 was like a cheap motel room. It is too old and there are real problems being ignored. Some public rooms were too cold for comfort. Our bridge instructors were sick from being too cold. We all have to wear coats and scarfs. We don't understand why the captain would not turn up the heat.

Cabin / Stateroom

1 out of 5
On our NCL cruise aboard the Norwegian Sun, November 2 -- December 2, 2016, the staff was out of control.  Room cleaning was completely substandard.  Staff made little response to requests from the passengers.  Staff retaliated against "complainers."  In one instance, NCL staff left fresh excrement on the shower curtain of a couple who reported multiple times that they could not turn off the heat in their cabin. Our trip was ruined from the start.  Passengers are telling each other their bad experiences on board and there were numerous complaints. 1) Our stateroom 8312 temperature was too cold - not inhabitable for us.  We could not shut off the freezing cold current of air.  In addition to being so cold, there was mildew everywhere on the bathroom floor and the vent in the room was extremely dirty. 2) We were lied to for about ten days about a possible solution to the cold air. 3) Finally after my husband went to emergency room for uncontrollable shivering and feverish temperature, we were given a "heater" to counter the cold air.  Because of the pipeline from the heater has to be connected to the bathroom exhaust, our room smelled like sewer.  Even people down the hall could smell it and our steward didn't want to come in to our room to do the routing cleaning. 4) The cruise doctor would not admit that my husband's problem was caused by cold temperature in the room even he could not find what was wrong by tests.  5) The bathroom drain was not working well and water was slashing around the bathroom floor for days, before a technician showed up.  The problem was not fixed properly, but the condition got better. 6) Then the sink no longer draining.  Took two different engineers and three days to fix the very clogged, smelly drain. 7) Our room floor carpet became wet from water condensation from the heater, which has no pipeline installed to lead the water away. 8) The cruise finally offered to change our rooms, but said that we could only stay there for four nights and no guarantee the room would have heat.  There would not be room for a heater.  By then, we had no confidence in their words. 9) The cruise staff was so disorganized and miss communicated.  We were told one thing at one time and another the next.  On the morning of arriving Valparaiso, Chile, we were harassed by a front desk officer by ordering us to leave our room or he would send security to throw us out right after we were told to stay in there by another officer.  10) I served meals to my husband who was sick in bed for the entire trip and we had to cancel excursions and let go $650 ship credit. 11) Our complaints met a blind eye by the captain, who told me that "We don't serve individuals."   He admitted that there was no heat in some cabins and most of time there was no heat on the ship at all.  However, some passengers complained that their rooms were roasting hot and some were too cold.  People got sick and complaints were everywhere.  Compare to other cruises we took, NCL Sun was unbelievably worse in their services, room comfort and their willingness to solve problems. We had no room comfort problems on any other ship we sailed. We wrote to management many times.  We were disappointed. We paid over $6,400 for a trip of life time, but we had a miserable time because of bad service leading to illness.   The NCL Sun cruise started on Nov. 2, 2016 from San Diego and ended on Dec. 3, 2016 at the port of Bueno Aires, Argentina, totaling 31 days.  My husband hardly went on shore and he spent most his time in bed. Norwegian Sun staff told us the reason that they continued to work on this ship, because they had no pressure or less pressure.  That explains why the service was bad.   To us, a good service is the management and staff take proactive approach to problem solving.  Show us they care.  But some key staff and officers on Norwegian Sun had bad attitude including lying to make problem go away. 

Ship tip

It's a ship doesn't really care about you. Maybe it is too old to offer individual comfort. It is not a four star ship. Maybe two star on average. If nothing will bother your health, you are a good candidate for this ship.

Ports of call

San Diego, California

5 out of 5
A beautiful city

Huatulco, Mexico

3 out of 5

Puerto Chiapas (Tapachula), Mexico

3 out of 5

Puerto Quetzal, Guatemala

3 out of 5

Puntarenas, Costa Rica

3 out of 5

Salaverry (Trujillo), Peru

3 out of 5
Educational, if you get out to see the poor housing. The poor and the rich is separated by a street in downtown area. Sad.

Callao (Lima), Peru

3 out of 5

Arica, Chile

3 out of 5

Coquimbo (La Serena), Chile

3 out of 5

Valparaiso (Santiago), Chile

5 out of 5
We were not able to get off Norwegian Sun. But before we board Holland America to come back to the States, we had a chance to drive around Valparaiso. It is a better place than Santiago. It has many very good quality wall paintings on top of the hills. It is the most European city in Chile.

Traveler Photos

We had to live with this good looking fix. unsuccessful fixing trying to fix the problem with phone wire ourselves at night mildew on the bathroom floor great looking work pipeline to the bathroom exhaust broke down in the middle of the night what our stateroom looked like Patched up remote control for heater No out let for water condensation from heater Have to use towls to keep water from slashing arund the bathroom sink stopped draining wet carpet staff left floor like this after work, we don't smoke
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