Breakaway Transatlantic Cruise Came to a Disappointing End For Us!

[Healthmark]

On the last day and night of our otherwise great Breakaway Transatlantic cruise, it ended badly for us.  For some reasons, Italy (or Livorno..the port we left to go to our final destination - Rome) does not allow any drinks except wine and beer to be served onboard the ship.

 

And the casino was closed the last night (and day) and we were unaware and were stuck holding casino vouchers for over $350.  After waiting on line at guess services for an hour that last night I was told that that slot vouchers are invalid at the end of the cruise.  I explained that I had been on over 20 NCL cruises and the casino was never closed the last day and night.  They gave me an email to make my complaint and NCL denied my complaint so I was out $350.  Customer Service had showed had me in small print in the daily the the casino was closed the last day which I evidently missed and concentrated on packing and reading about the disembarkation information. 

 

So, lesson learned...cash in your casino slot vouchers every night and NCL now has a very disappointed, unhappy "Diamond Latitudes" customer!

[Mississippian]

I saw numerous notices on signs and the daily newsletter, but it is wrong for them to just keep your money. Livorno was ridiculous, but the Valencia s**tshow was way worse. I think I walked eight miles that day.

[Von & John]

A person on our recent cruise was able to cash an old slot voucher from another cruise/ship.  
 

She brought it w/ her just in case.  
The cashier’s desk copied it and e-mailed the ship in question.  
A few hours later they contacted her to let her know her $$ was ready. 
 

it’s worth a try…

[BirdTravels]

The casino hours are posted in your Freestyle Daily. I have not been on that specific cruise, but if the casino is going to be closed, there are usually signs at the host desk and cashier. And usually reminders in the Freestyle Daily to redeem your chips and vouchers. 

 

Used to be that way on all Alaska cruises calling in Victoria (you used to enter Canadian and Washington State waters early and they just didn't open the casino on the last day)

Edited May 29, 2023 by BirdTravels

[roxette]

3 minutes ago, Mississippian said:

I saw numerous notices on signs and the daily newsletter, but it is wrong for them to just keep your money. Livorno was ridiculous, but the Valencia s**tshow was way worse. I think I walked eight miles that day.

What happened in Valencia? I stayed on the ship that day.

[Healthmark]

5 minutes ago, Von & John said:

A person on our recent cruise was able to cash an old slot voucher from another cruise/ship.  
 

She brought it w/ her just in case.  
The cashier’s desk copied it and e-mailed the ship in question.  
A few hours later they contacted her to let her know her $$ was ready. 
 

it’s worth a try…

Thanks for the info....I was going to bring my vouchers to my next NCL cruise in November so I hope they honor them.

[luv2kroooz]

2 hours ago, Healthmark said:

They gave me an email to make my complaint and NCL denied my complaint so I was out $350.  Customer Service had showed had me in small print in the daily the the casino was closed the last day

It is always so sad to read a foolish response from NCLs non-customer service department. So, their casino was closed on the final day and you missed out on the ship.....how does that legally entitle them to keep your money? They could just send you the money now that you are shoreside. I mean they know your legal address. Plus, wire transfers are easy to do and happen every day. 

Edited May 29, 2023 by luv2kroooz

[goldmom]

I could be mistaken, but don't most of the casinos have ATM's that also cash the casino coupons?

If so, that could have been an option.  But, I'm sorry this happened to you.  We have mistakenly walked off ships with coupons but usually for very small amounts.

Anyway, it's a good reminder to passengers to make sure to cash in their coupons.

[bedfordmom]

I actually read of someone who was able to cash their voucher on another cruise. 

[phillygwm]

4 hours ago, BirdTravels said:

The casino hours are posted in your Freestyle Daily. I have not been on that specific cruise, but if the casino is going to be closed, there are usually signs at the host desk and cashier. And usually reminders in the Freestyle Daily to redeem your chips and vouchers. 

I'd think the CD would mention it during announcements as well, though those can be easy to miss.

[schmoopie17]

19 hours ago, luv2kroooz said:

It is always so sad to read a foolish response from NCLs non-customer service department. 

That's exactly how I refer to them.

 

I have yet to receive any satisfactory service at the onboard service desk, especially after waiting in line for 25 minutes. I actually prefer to put "service" in quotes...and the phone/chat "service is usually no better.

 

Fortunately, we have a great PCC who is able to untangle most messes if they occur before boarding.

[LadyZolt]

On 5/29/2023 at 12:17 PM, Healthmark said:

After waiting on line at guess services....

I know this is likely just a typo and the OP meant "guest" services, but I love this as you often have to "guess" what they're going to tell you when you bring your concern to them.  This is my new favorite way to refer to them.  Thanks!  

[Coastalbreezes]

On 5/29/2023 at 4:38 PM, goldmom said:

I could be mistaken, but don't most of the casinos have ATM's that also cash the casino coupons?

If so, that could have been an option.  But, I'm sorry this happened to you.  We have mistakenly walked off ships with coupons but usually for very small amounts.

Anyway, it's a good reminder to passengers to make sure to cash in their coupons.

I agree with you -- the OP could have just taken the vouchers to the ATM/bill breaker/redemption machine near the cashier. Guest services should have suggested that.

[mertziek]

3 hours ago, Coastalbreezes said:

I agree with you -- the OP could have just taken the vouchers to the ATM/bill breaker/redemption machine near the cashier. Guest services should have suggested that.

On our most recent cruise the casino was closed the day before debarkation.  In the daily they stated all casino services including the atm would not be available so not sure OP could have used that option either.

[Von & John]

Hola  --  I mentioned above, a person on our recent cruise was able to cash an old slot voucher from another cruise/ship.  Here's the info in her own words:

 

Casino:  Not sure if this is common knowledge, but I forgot to cash in a voucher from my last cruise on the Epic in December.  When I called to book this cruise I mentioned it because I read the voucher and it looked like I was going to be out $500+, but Casino guy said it happens all the time just take the voucher to the cage and they will redeem it.  I was skeptical, because I’d never seen this mentioned on any of the threads I have read, but it was true!  She made a copy and sent the info over to Epic and a few hours later I had my cash.   

Edited June 2, 2023 by Von & John

[Healthmark]

7 hours ago, Von & John said:

Hola  --  I mentioned above, a person on our recent cruise was able to cash an old slot voucher from another cruise/ship.  Here's the info in her own words:

 

Casino:  Not sure if this is common knowledge, but I forgot to cash in a voucher from my last cruise on the Epic in December.  When I called to book this cruise I mentioned it because I read the voucher and it looked like I was going to be out $500+, but Casino guy said it happens all the time just take the voucher to the cage and they will redeem it.  I was skeptical, because I’d never seen this mentioned on any of the threads I have read, but it was true!  She made a copy and sent the info over to Epic and a few hours later I had my cash.   

Thank you so much for that information.  I will try and redeem the voucher on my upcoming November cruise on the Getaway.

[cruisequeen4ever]

I hope you get your money! It is hard when you don’t know when the casino will close. 

[oldplayer532]

On 5/29/2023 at 2:25 PM, BirdTravels said:

The casino hours are posted in your Freestyle Daily. I have not been on that specific cruise, but if the casino is going to be closed, there are usually signs at the host desk and cashier. And usually reminders in the Freestyle Daily to redeem your chips and vouchers. 

 

Used to be that way on all Alaska cruises calling in Victoria (you used to enter Canadian and Washington State waters early and they just didn't open the casino on the last day)

Thank you very much! I always read your super informative reviews. BTW how long is The Choir of men show?  I want to know how to plan that day. 

 

[HowardK]

I'm sorry this happened to you and am wondering- is there an executive office you could write to- a contact at NCL vs whatever email they gave you? Its not right that you had to wait in line for 1 HR to be told no. 

[Mississippian]

On 5/29/2023 at 1:26 PM, roxette said:

What happened in Valencia? I stayed on the ship that day.

Sorry for the delayed response. In Valencia, there were supposed to be shuttle buses waiting to take us into town for around $15, payable at the dock. There were zero. When we asked about them we were pointed toward the exit and so started walking. It was roughly a two-mile walk just to exit the cruise port. But there weren't many buses or taxis available, so I ended up just walking to the science museum as my only option. This ended up being close to four miles total. To return I had to walk a mile to find a taxi, and the port wouldn't let the taxis fully enter the port, so there was another mile-plus of walking. All-in-all I had to walk six or eight miles. I talked to people who had trouble walking and turned around after about a half-mile and returned to the ship.

 

Compared to other cruise lines, NCL provided very poor information on port transportation options, and their planning was awful to non-existent. This was true for all ports.