dhjson

Hi Fellow Cruisers, I had an unfortunate experience speaking to NCL regarding an obstructed balcony view in our Haven 2 Bedroom Family Villa that we were never made aware of for an upcoming cruise on the Prima in November. When speaking to NCL, it appeared that I was the first person to come across this issue, so I thought it would be helpful and worthwhile to share the information with my fellow cruisers on this site. Just some background- my family and I are Platinum latitudes members and have sailed on NCL for decades now and had great experiences on prior sailings. This vacation is our first family vacation since before Covid, and 3 of 5 members of our family are front-line healthcare workers (RN, PA, and Physician); therefore, we decided to really splurge and treat ourselves, so we upgraded to the Haven on this brand new ship. We were so excited in anticipation of our vacation, so much so that we decided to take a look at the deck plans of the ship to explore what there is to do on this brand new ship. When looking at the deck plan for the 14th floor where our stateroom is located (the stateroom assigned to us by our personal cruise consultant when we booked), Stateroom 14900, we noticed that it looked like the two slides were coming directly in front of not only our balcony, but two balconies ahead of us. We found this to be odd because we had looked at earlier deck plans for the ship and did not see any indication that the slides would be obstructing the view of our balcony. I took it upon myself to do some further research and, thanks to this wonderful website, saw there was a similar topic already started regarding these slides potentially blocking some of the balconies on the ship. A picture was posted (I'll insert the picture down below) showing that the slide not only obstructs views of many of the balconies, but actually enters some of the balconies! We found our balcony on the photo and it appears the slide is so close we could actually reach out over our balcony and touch the slide. I would really love to know who in NCL thought this would be a great idea..but that's besides the point. We decided to give NCL a call just to verify that what we were looking at was in fact correct since on some ships they make the customer aware when booking if the balcony view is obstructed. Not only that, we now have two conflicting deck plans where one plan has the slide in view and another does not (I will also post the photos of the deck plans down below). When we got on the phone with a customer service representative, we got many conflicting answers from this one representative including "the deck plan I'm looking at does not show the slide," "Oh yes I see the deck plan you're looking at but the slide is below you," and finally "It does seem that the slide is obstructing your view, let me transfer you." After being placed on hold and transferred many times, we finally were connected to a supervisor, Theresa. When we told her about our issue, how much money we had spent on this vacation, and how we really enjoy using our balcony and think it is wrong that customers were never informed of these plastic monstrosities obstructing their views, she basically said to us "Sorry, there's nothing we can do" and actually had the audacity to hang up on us. Never have I experienced this customer service from NCL before; I was truly appalled and find this whole situation totally unacceptable. What makes the whole thing even worse is that NCL seems to show no remorse and takes no responsibility for this oversight. It seems like they are trying to hide these obstructed views from us; but I'm certain we will not be the last complaining customer in regards to this. I hope you find this helpful because I don't want anyone to be blindsided about these obstructed views like we were! Also- any tips for helping us resolve this situation would be extremely helpful!!