MUST READ: Terrible experience, NCL profits trump customer service or safety

Cruises: 4-6 cruises

Review: 1

Helpful Votes: 42

Review summary

Our overall rating of this cruise is poor for multiple reasons, the number one being the lack of compassion and assistance from the Guest Services staff when we learned of a family member back home being in critical condition. When our family tried to contact the ship to speak with us, NCL informed our family we were not on the ship. Knowing this was incorrect, our family eventually contacted the United States Coast Guard who assisting in locating us onboard the ship. We followed up with Guest Relations who could not provide us an answer as to why we couldn't be located and responded "does your family know your names?" When we tried to get assistance from Guest Services to book emergent flights home and inquired about internet access since we didn't have cell service, they tried to sell us an internet package, but subsequently stated we had to wait for the internet services crew to arrive to work because their shift had not started yet (despite being on a boat). We asked for a manager who also tried to sell us an internet package. Since the staff was no help, we continued to try to use our phones until we neared the island of Kauai and got service. We booked immediate flights and asked for assistance off the ship. Again, no assistance was provided in helping us off the ship or assisting with transportation to the airport. In addition to the obviously pressing issues above, my wife's luggage was damaged by staff when initially boarding the ship. The staff attempted to fix the wheel, but while leaving the ship, the repair fell apart. We additionally had paid extra for a speciality dining experience. We had terrible service not even receiving the pre-dinner appetizers. Our water glasses were constantly empty. We inquired about our food and sides on multiple attempts but eventually left the restaurant due to such terrible service. Post-cruise, we completed our post-cruise feedback survey and submitted multiple emails to guest relations and spent numerous hours on-hold. It took 36 days to receive a call from someone from guest relations who was seemingly apologetic. She informed us to get a quote for luggage repair and stated she would need two additional weeks to complete our claim. Three weeks later, we had not heard back from her so we continuously attempted to call until we finally reached her. She informed us NCL would only give us a small on-board credit to be used on another cruise, despite us saying we would never board another NCL cruise again. Inquiring for resolution, I subsequently called NCL's guest services and corporate numbers hundreds of times (literally), often being treated by very rude staff members or waiting on hold for extended periods of time. I left several messages for managers and supervisors who never returned my calls. We are now four months post-cruise without resolution to any of our issues. I continue to send emails and call nearly daily asking for assistance. Sometimes I are told by the operators answering the phone, "we don't have managers or supervisors," and other times we are able to leave voicemails without ever receiving a callback. If you are looking for a cruise and have a 100% guarantee that nothing will go wrong (e.g., family emergency, weather disasters, illness), then NCL may be a consideration. However, if you cannot guarantee this, I strongly encourage you to choose any other cruise line. For your safety, I strongly encourage you to consider any other company. If you pick up the phone and inquire about a new cruise, you will quickly be talking to a representative who is happy to take a deposit for your upcoming vacation. If you ask to be transferred to customer service, guest relations, a manager, or a supervisor, you will quickly learn that NCL profits are far more important than you and four months later, you still won't have any resolution.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Entertainment

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Honolulu, Oahu

Kahului, Maui

Hilo, Hawaii

Kailua-Kona, Hawaii

Nawiliwili, Kauai

Cruise Napali Coast, Kauai Did not visit port

Disembarkation

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