Unwanted Review

[Traveling Bob]

I tried on several occaisions to post the following review on the Member Review page, but I keep getting error messages when I enter "submit". But after taking the time to write it, I'll post it here where it can be torn to pieces by avid NCL lovers!

 

Norwegian Gem

Dec. 20 – 28, 2008

Roundtrip NYC – Bahamas

 

This is the first time that I am writing a review; I hope that you will bear with me. I would like to start by telling the readers something about myself, so that they can have an idea about the perspective from which these observations were made. I am 56 years old and have been cruising for over 30 years, having taken more than 25 cruises. Other lines on which have sailed include Celebrity, Cunard, Holland America, Oceania, P & O, Premier, Princess, and Royal Caribbean. Other than cruising, I have traveled extensively throughout the world (except for Asia) and I have passion for food (cooking is one of my hobbies).

 

On this trip, we were a group of four adults, including my legally blind, octogenarian mother who cannot stand for long periods nor walk long distances.

 

Now, on to the review.

 

Boarding

 

Manhattan has never been one of the best embarkation ports. But on this occasion, we arrived at the pier into a scene of pandemonium. The ship had docked late, so literally thousands of passengers were everywhere, standing on zigzagging lines and even sitting on the floor wherever they wouldn’t be trampled. Despite the fact that I was told on the phone by NCL that a wheelchair would be available at check in, none was, and there wasn’t even a place for my mother to sit. When I went to one of the tables and told the NCL representative of the situation, she said “I’m not responsible for what you were told. There’s nothing I can do about it”. When I asked her to give me one of the chairs that were behind her table, she said no. I had to take it over her objections and told her to use her radio to report the situation to someone who is responsible. Finally, after about 20 minutes, someone showed up with a wheelchair. From that point, boarding went smoothly.

 

Physical Condition

 

The ship is beautiful. As I am very fond of the traditional designs of ships such as Oceania or Cunard, I didn’t think that I would like the modern design of NCL. But the mixture of dark wood and color was extraordinary. Also, being practically new, all of the furnishings were still in pristine condition. Everything appeared very clean and well maintained. Because, NCL nearly doubled the price of the tickets for the holiday sailings (as compared to the same itinerary from two weeks before), we only booked balcony cabins. In comparison to some lines, these were on the small side, but well laid out. And the large showers were very much appreciated. Fortunately, opening the divider between the adjoining balconies added to the spaciousness of both cabins.

 

Entertainment

 

The entertainment on board was the best I have seen in years. The big shows were terrific and even the small shows were good: talented singers and dancers and funny comedians. The casino was above average: spacious with plenty of tables and a variety of machines in various denominations. But, call me old fashioned, the computerized Roulette machine went too far!

 

Food

 

The range was from horrendous to very good. In the main dinning rooms, the food was dismal. There was an inedible vichyssoise that tasted as if made from skim milk and potato flakes; many hot entrees were served barely warm at best; and the inattentive service ruined the few good dishes. A sea food platter that was tasty (and served hot) was cold by the time the requested tartar sauce was brought (fully 10 minutes later). On the other end of the spectrum were the upgrade restaurants: good food and excellent service. But it seemed as if the food that was included was deliberately bad to make you pay for the upgrades. Even in the buffet at breakfast, the orange juice was so diluted that one was compelled to pay the extra price for the fresh squeezed juice that was being pushed.

 

Service

 

While cheerful and friendly, the service was poor. Calls to the room steward were slow to be answered. If one slept late and didn’t leave the room until after 10:30, the room was not made up until after lunch. Many staff didn’t speak English well enough to comprehend simple requests. Yet, in the upgrade restaurants, you couldn’t ask for more attentive waiters. This contrast made the service in the main dinning room seem even worse! Another example: Somehow, we were not given our bill on the night before disembarkation. When I went to the desk on the next morning, I couldn’t get another copy. This was distressing. But, there was one shining example of good service. We lost a wallet that was found and returned within 30 minutes. This was impressive.

 

Overall

There were lines for everything. Even with reservations, there were lines to be seated in the restaurants. Even at off-peek times, there were lines for boarding and disembarking in the ports. There were even lines for the nightly special deserts and the extra charge OJ in the buffet. In my opinion, Free Style meant that one was free to stand on line and pay extra to get what one should have received with the price of the ticket. Given the price paid, especially after all of the extra charges, I would rank this NCL trip at the bottom of my list for value and only in the lower end for overall quality.

[suzyed]

Thanks for your review.

 

I, too, would have been furious if I couldn't get a wheelchair for my Mom, and the indifference of the staff...not a good way to start a vacation. :o

 

If I cruised again with NCL, I guess I would stick with the specialty restaurnats and just skip the MDR.

We are cruising NCL Star in June and that is what what we will probably do, since I wasn't thrilled for the most part with the MDR.

 

When we sailed on the Star last year, the ship was spotless, always someone cleaning, polishing, etc.

I thought the folks that worked on the ship(with a very few exceptions) were fabulous, friendly, very helpful..very willing to please.

 

I would try NCL again...but I wish you better luck next cruise.

[watchdiva]

Hi - not sure why you would expect to have your review "torn to pieces" but thanks for posting it! Your experiences were just that - yours - and someone else may have had a totally different more positive experience on the same cruise - that's why it's important for both positive and negative to be posted.

 

Sailings that take place over holidays (Thanksgiving, Christmas and New Years) do tend to be more expense than the same sailing a week or two before or after. I guess it's supply and demand.

 

Will you try NCL again - only this time not during a holiday?

[Mooder]

I won't tear you apart, Bob. The wheelchair issue is distressing indeed. As for the rest, you managed to include some real positives and I appreciate that. The negatives are helpful. Freestyle is certainly not for everyone. And I think people accustomed to traditional cruising often feel the way you do. The lines seem to vary since I didn't have that problem but I can certainly understand the service issues in the MDR. I often feel they have too many tables per server. If you have everything you need, it's fine, but if you need something (like the tartar sauce) it can be an issue at peak times. At least, that's my experience.

[Fire LT]

Hello there, I too would like to thank you for your review. Even though your cruise was not up to your standards your review would not prevent me from going on NCL. I have been on the Majesty twice out of Boston to Bermuda and even though it is one of the older ships we had a great time. The only real problem we encountered was on our second cruise after "free style" came along and we did have a fairly long wait to eat in the main dining room on three of the nights.

 

My DW and I are going out on the Spirit out of Boston this May for our 25th anniversary. I will be interested to see how this one will go. I am reasonably sure that we will have another great NCL cruise to Bermuda.

 

Alan D

 

PS...I would have "blown a gasket" if I had needed a wheel chair for a loved one and was met with the attitude that you were given.

[CruisnGram]

Thank you Bob for a well balanced, informative review. Sorry that you didn't enjoy your trip as much as you should have. Wishing you smooth sailing on whatever your next ship is.

 

CG

 

PS: I don't understand why you can't get your review submitted to the review area. I'd email someone and ask them what the problem is. You took the time to write it...it should be posted.

[*Wink*]

I appreciated your review too, Bob. Unfortunately, I don't think your experiences in regard to service are at all the norm. I do hope you give NCL another try, and if it were me, I'd write a letter to corporate with your concerns. :)

[Arwenmark]

I have some comments to make on the wheelchair issue. It is customary first to request WC assitance when boarding when you book your cruise, you indicate that you did that. the next thing is that when you reach the terminal you seek out one of the attendants with the clipboards that are near the door or near the first check point etc. and tell them you requested assistance and you should be on the list, they will then call one of the waiting men with the WC's. I have also had it happen that before I even got their attention, one of the agents noticed me and came over to ask if I had requested such assistance.

I am thinking that if you asked at the check in table, that person is not up on how they handle this, and perhaps, thought you were asking for a wheelchair to use on board throughout the cruise and not for WC assistance which is quite different.

I agree they should have handled it differently and called someone for you though. I would have asked for a supervisor at that point myself.

The cruiselines do not give out wheelchairs for on board use unless you are injured on board or you get someone who does not know the rules or is feeling generous, though to be truthful those cars are usually in poor condition.

It is customary and stated in the literature that the passenger must bring their own wheelchair for onboard use, [this is totally separate from boarding and disembarking assistance. [which by the way you must also request in advance and verify before the final day.

I am sorry you had these problems and hope they won't be repeated for you.

[terrymtex01]

I'm with the others on not understanding why you think your review would be torn apart. Every one is entitled to their opinion and you gave both positives and negatives. Just as you said not every cruiseline is for every one. We each have our favorites.

 

I too would be very upset with the WC issue. Food is very subjective so everyone is going to have their own opinion on that. I actually like orange juice that has been thinned down a bit. I don't like it full strength. So, just goes to show it takes all kinds and there is no reason you should not be allowed your opinion.

 

The only thing I didn't understand is you leaving your cabin at 10:30am and expect them to have it cleaned by lunch time. They do have other cabins to attend to and can't just stand by yours and watch for the minute you leave and drop everything they are doing and clean yours. Again though, that is just something you expect that I would not, so no big deal.

 

I do appreciate you taking the time to post your review. I am glad some parts of your cruise were good for you.

[Rickdabear]

Being a cripple myself, I've always gone to the front of the line on every cruise. I've never had to wait more than 15 minutes. So I am sorry you had this experience with your mom. I might get a bit tweeked myself over that one.

 

Some things are beyond their control, but giving a person that can't stand for long periods of time a chair is a courtesy that should have been offerred and if not offerred at least given upon request.

 

I've always had pretty good food on NCL in the dining rooms and the Blue Lagoon and Tangos. Sorry this was not the case for you.

 

Da Bear

[Azure Moon]

I've had the same happen with a review submission to the member review section, so I know you've gone the extra mile to get your review on here.

Thank you for posting it.

[CC Help Michell]

I, too, am unsure why you expected to be "torn to pieces." This was a balanced review, with many details (both positive and negative), and gave enough information to truly be useful to future cruisers. Thanks for taking the time -- the no wheelchair thing would have been intolerable to me, as well -- glad you found a way to handle it!

[newmexicoNita]

I think many posters who are giving less than perfect reviews want to make sure we do not attack them as they have seen so much of this, not realizing there is difference between reasonable complaints and opinions, even if they differ from some others and out-landish comments. Like right now, we have a new poster (at least in the past week) who take every opportunity to jump on NCl defenders. He can't understand no one will put pay any attention to his complaints.

 

Bob, I can understand your frustration, luckily I have had clients needing wheelchair assistance and never had a problem. If they did I would be extremely upset.

 

Nita

[red lobster]

Hi Traveling Bob, I haven't tried NCL yet, but I noticed you are booked on the Triumph and last May when we went on it the food was probably some of the very best we have had on a cruise. I have to say I was very impressed with Carnival that trip. Sorry your NCL cruise wasn't very good, I am trying them this April and I hope I can give a better report. I don't see why you should get bad feedback, you are an experienced cruiser and you are expressing your recent experience on a different line. I think it is good for all of us to read good and bad reviews so we know what to expect.

[Mississippi1]

Bob, thanks for the balanced, informative, and honest review. I KNOW food is subjective, but after having pored for hours over pictures of food and menus from the MDR on the Gem, I think the offerings DO look dismal. I don't want it to be that way. I do plan to try the MDR, and I DO want to like it, but I am prepared to choose either an upcharge restaurant or the buffet if it's not something I'm happy with.

 

As for the service, I'm sure the timing had something to do with that. A holiday cruise would have to be a nightmare for staff!

 

I'm sorry your holiday cruise was not all you wanted it to be. I suggest booking another to have something wonderful to look forward to! :D

[Rickdabear]

I, too, am unsure why you expected to be "torn to pieces." This was a balanced review, with many details (both positive and negative), and gave enough information to truly be useful to future cruisers. Thanks for taking the time -- the no wheelchair thing would have been intolerable to me, as well -- glad you found a way to handle it!

 

I can't rip you up either. I thought it was well balanced. The ones that say everything was bad, I just don't listen to. Balance helps everyone out including the cruiseline.

Da Bear

[WinnieinWA]

Thank you for the very balanced review. I appreciate your taking the time.

[LOWTYD]

Sorry everyting wasn't up to par. Your review was very fair and balanced (I sound like someone on FOX network) and it sounds like you did enjoy yourself somewhat. I agree that traveling during the holidays can be crazy and pricey. NCL has one of the best embarkations in NYC and I am sorry you didn't get to experieince that.

My DH also isn't keen on the food in the main dining room either and tends to dine elsewhere. It's just his prefernce.

It does take time for the stewards to make up the rooms so it wasn't like you needed to go back to bed after lunch after sleeping til 10:30 so I would worry about the beds not being made upup immediately. (did you remeber to se t your dial to "Make up Room" outside you door? Just wondering)

We would only tear you up if it was your first post and you were totally negative:D. Otherwise, thank you for your review.

 

I hope you will try NCL again. Maybe try an off holiday cruise or different ship. Whatever you choose, happy sailing.

Sandy

[Ms belp]

Thank you, Traveling Bob for your review.

 

Notes I will take away from this.

 

I will always carry my cane/stool as my legs tend to give out too. I can't believe the way you were treated.

 

Departing from NYC; we just cancelled our 2nd planned cruise leaving from NYC. Yesterday, not due to your review.:) Your description of embarkation is terrible. I don't think I could take that.

 

Finally, I'll leave the holiday cruising to others with more patience than I have.:o

[monteman]

Thanks so much for the review. I've posted reviews in the past and there have always been a few negatives--no one's ever ripped into me. It's all about balance (and sometimes about tone). And your review was both informative and balanced.

:)

[bonniltc]

I can understand your frustration with the wheelchair for your Mom. Years ago we took my Mom to Disney in Florida. This was to be her last trip & we wanted her to be comfortable. We had a wheelchair at the hotel but Disney had assured me that it would be no trouble at all to rent one there. It just seemed easier. We arrived at the gates very early. There were no lines so I was able to speak to someone immediately about wheelchair rental. She said that I needed to bring my Mom to her to prove that she actually needed a wheelchair. I imagine that some people use a wheelchair so that they can get to the beginning of the line. I told the attendant very politely that my Mom couldn't walk & was on oxygen, so no, I couldn't get her there without a wheelchair. She started to get beligerant. Finally she "allowed" me to rent a chair. It kind of started our day out on the "wrong foot". I hope that your Mom enjoyed her vacation.

Bonni

[DAGVBSB]

These are the kind of reviews that I like to see. Well balanced that not only show the good and the bad as experienced by the writer, but more importantly, they EXPLAIN why or why not they liked or disliked something.

 

I hope that we can use this review as an example of a fair review that is what should be used.

 

Thanks Bob!!

[WonderMan3]

Thank you for the excellent review Bob. Your comments matched many of my own experiences with NCL so far in regards to the service and dining. And having seen many of the reviews posted on this site stating much the same thing it seems awfully coincidental that so many people of differing backgrounds and varying cruise experiences are reporting similar service issues. It's concerning to me having another NCL cruise coming up in 2 months, but I'm still willing to give them one more shot. If I find the experience in the dining rooms to be poor once again then I'll just focus on the paid dining options (there are certainly plenty of them on the Jade). Luckily I'm in a Villa so if it's just service that's the problem I can always have the food sent to my cabin, so that's an out I didn't have in previous cruises.

 

The wheelchair incident was completely unacceptable though. I'm not sure if the staff at the embarkation/debarkation ports actually work for the cruiseline though. Either way, I would write a letter to NCL advising them of this lapse in service to make sure it doesn't happen to anyone else.

 

And to the person ragging on you about leaving your cabin at 10:30 and expecting your cabin to be cleaned when you returned, it wasn't really defined what time you came back to the cabin, you just said after lunch. The poster inferred that meant 12pm but perhaps it was 1 or 2pm which in my mind WOULD be reasonable times to expect a cabin to be cleaned even after a later exit from the room. From what I've seen on my cruises, even on sea days most people seem to be up and out of their cabins fairly early, so by the time 10:30 rolled around, many cabins were likely already cleaned. It wasn't made clear though if this was a one-time incident (maybe they were overloaded with late-risers that day) or an ongoing occurrence (more likely indicative of a service issue).

[cmscogins]

THis was a good and fair review, thank you for posting it.

[RILIPAUL]

Thanks Traveling Bob for your review. It was an easy read and I trusted your opinion with such an expansive background sailing with so many cruise lines. I like reading all the reviews here on CC whether from new members or old, balanced or not and I totally understand your comment about getting torn apart................I too had a problem with the food and service in the MDR and unfortantely am not sure I can afford to eat at the specialty restaurants on our next cruise with NCl.