Loved Hawaii Hate Norwegian Cruise Lines
Jan 9th, 2007, 11:47 AM
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Loved Hawaii Hate Norwegian Cruise Lines
I have to share the experience so that others know what they are in for if they so chose to travel with NCL. My family and friends for a total group of 13, sailed on the Pride of Hawaii in July, 2006. As beautiful Hawaii was, the converse was true of Norwegian Cruise Line. From the moment we stepped on board we experienced grief. Below is the letter I sent to NCL upon our return home.
Additionally, trying to talk to anyone in customer service at the cruise line headquarters will cost you 40 + minutes on hold listening to a message you wish would emplode. They refused to refund any of our money but did offer credits for a future cruise. No thank you!
August 19, 2006
Colin Veitch
President and CEO
Norwegian Cruise Line
7665 Corporate Center Drive
Miami, FL 33126
Dear Mr. Veitch:
You are in the fortunate position of manning the helm of a company that offers its customers a venue to make dreams come true and create memories that will last a lifetime. A theme that is playfully captured by your latest advertising campaign when the “Dad” exclaims that booking the Norwegian Cruise vacation for his family is the “best day of his life”. Although it may not be “the” best day my family and I were ecstatic when we decided to cruise on the Pride of Hawaii sailing on July 31st. My husband, children and I had never been to the Hawaiian Islands and as Bronze Latitude members, we felt confident that this trip was going to be a dream come true. To make the experience even sweeter was the fact that we were traveling with family and friends that created a party of 13 people to share in this great experience.
After extensive planning and a good deal of expense flying from New Jersey to Hawaii, we were graciously met at the embarkation port and escorted on board to begin our journey. It was soon after that the tides of joy began to quickly turn. The families we traveled with all had varying experiences. So as to be specific and accurate, this letter will only address the issues and obstacles my immediate family encountered. To begin, we smartly dressed in bathing suits under our shorts so that we may enjoy the ship’s pool while waiting for our rooms to be ready. My 17-year-old son jumped into the pool and after only a few minutes jumped out of the pool with bright red eyes that were stinging and burning. He quickly proceeded to wash his face under the outdoor shower. His brand new bright blue bathing suit immediately became discolored and faded. My 14-year-old son jumped in and out as quickly as his brother did. He was swimming with a brand new white surf shirt. Upon his exit from the pool, it was bright yellow. We were all mortified. My sons said that the pool was salt water and unbearably chlorinated. After attempting to find a ship’s employee to question about the occurrence, and receiving shrugs and “I don’t know” answers, I finally found someone that said they were having some problems getting the pool chemicals balanced. My son suffered with those red eyes until the next day and he, nor any of my family stepped into the pool again for the duration of the trip. Not only were we distraught over the condition of the pool, but frustrated by the lack of interest from any staff to help us. Little did we know it was just an entrée into our weeklong frustration.
We purchased two cabins, one for my husband and I and a second for my sons and the teenage children of our best friends. The room was lovely. The décor was modern and clean. We proceeded to unpack our clothing and in doing so the drawer face falls squarely on my husbands toe. It appears that someone forgot to screw in the drawer face. We called the reception desk to let them know about the situation but were faced with a lackadaisical response stating that maintenance will get there in a day or two. Clearly unacceptable. The next day, with the drawer still off, I complained again. A woman arrived, in response to our calls, by the third day. She came with no tools and tried to screw in the screw with her fingernail. Obviously, that did not work.
OK, back to day 1. My husband decided to relax and take a quick shower after getting a drawer dropped on his toe. Unfortunately, the body wash dispenser in the shower is empty and no bar soap is in sight. We did not get soap, even after calling, until late the next day. There are standard procedures that should be followed by staff and expectations that we hold that include soap in the dispenser. This is pure negligence and disregard for the passengers, plain and simple.
We got adjoining rooms with our friends so that we could chat and sit out on the balcony and enjoy the beauty around us. We stepped out to the balcony to find the adjoining partition needed to be unlocked by a maintenance technician. Hey, they had to come and fix the drawer anyway. Once the door was opened there is no means to hold the door in place. After the door began banging in the breeze during the night, we had to wedge a towel between it to hold it closed where it remained when necessary.
However, that was minor in comparison to the condition of our sons’ room. As was purchased, months in advance, the room was to sleep four. There were to be two people on a bunk bed, a single and a pullout bed. All of the beds were present, but the trundle was unassembled. The bed literally needed to be built. My son waited in his room for hours for someone to arrive. Upon that employee’s arrival, he told my son “I hope this works. I’ve never done this before”. Very reassuring. My son left, knowing that it was being worked on. When he returned later in the evening, his bed was unmade with sheets just set on top. We all were paying handsomely to leave the bed making to someone else this week. During the course of the week, the children, more often than not, did not receive fresh towels. Their refrigerator was locked from the time they entered the room and it took days and repeated phone calls to get it opened. When they entered their room, they had soap in their shower. Unfortunately, it was from the prior guests and it was crusted on the shower shelf. There was nothing done the entire trip about this after repeated calls and requests.
I presume that if we knew who our room steward was, or if in fact we even had a room steward, we would have been able to address these issues with that person. Unfortunately, after a weeks time, we still had no clue as to whether that position exists on your ship. Indeed, if we had a room steward, we would have addressed the fact that even though our little room wheel was set to turn down service, for the first four nights, we didn’t receive fresh towels or a turned down bed. These are the niceties one pays for and expects on a vacation of this caliber. Additionally, the rooms were made incredibly late in the day. In fact, after returning to the ship from a full day excursion at 5:00pm, our beds were still not made and our room was unserviced! That is utterly intolerable. In addition, when it finally was done, someone else must have been eating lots of chocolate because we didn’t see a single piece until I ordered it from room service one of the evenings later in the week. Which leads me into my next beef – the food.
The food was wonderful. Every meal that we ate at a restaurant was delicious. The adage that states one appreciates rewards more fully when they are earned and not gifted became apparent. We in fact earned our meals at each and every restaurant. Let me explain. Knowing that we were a large party, my husband and his friend, a Bronze Latitude member, such as ourselves, upon boarding the ship, went to various restaurants trying to secure reservation. In each instance, the earliest reservation they could get was 8:30pm some even 9:30pm. This was the first day, before the rooms were even made, and we could not get reservations at a reasonable hour anywhere. For two evenings, we ate late in the evening but we were all feeling ill and uncomfortable at eating so late and going to bed on full stomachs. Two of us went to the reservations desk in the Atrium and encountered numerous other parties with the same complaint. The reservationists wrongly stated that we should have made the reservations in advance with the travel agent. Another family there said that the travel agent said that reservations are done on board. I confirmed that with our travel agent as well. We ended up having to split up our group and dine separately. The worst of it is that when we went to these restaurants they were half empty. There was no staff to run the restaurants and service its customers.
Additionally, when we did dine at the late evening meal we were faced with food shortages! It is unacceptable that a cruise ship runs out of food. One unavailable item was chicken, which is a staple of every restaurant as well as a standard menu item at that restaurant. At this same meal, the waiter asked for everyone’s dessert request so that he could set it aside for us. When it was time to serve dessert, the waiter said that he had in fact run out of what we “pre-ordered”. We have never been on a cruise ship where we went hungry until this cruise. The service felt like a cheap diner instead of an exclusive restaurant.
When one was hungry at poolside, there was only one area on the entire ship to get a mid-afternoon snack. There was always a line around the corner for burgers and snacks. We did not choose to cruise so that we would have to stand in line for our food. Other cruises we had sailed on offered tables of buffet style food, a number of bar-b-q grills going and alternative restaurants. The grill above the pool deck that was supposed to be open 24 hours for snacks was never once open for food.
In the evening, after the show, the only restaurant open for dessert was the Blue Lagoon. This restaurant had two desert choices. Cruising is supposed to be all about choices. We couldn’t believe that there was nowhere to get a dessert and evening coffee. On all the other cruise ships we’ve been on there have been chocolate buffets, specialty desserts, and dining choices. This was truly disappointing on all accounts.
There are more stories to be told, but frankly, I don’t want to rehash any more of the negative experiences than I already have. The common theme on your ship was that there is not enough staff on board and many of those present are dissatisfied with their jobs; they freely share that distain with the passengers verbally or by not performing their job duties to acceptable levels. The staff that we did speak with more often than not gave us misinformation or just didn’t know the answers. They seemed as disoriented as the passengers. Our trip was filled with negativity from the staff, glib comments, poor to non-existent service and ultimately bad feelings amongst our family and friends. The ultimate experience was very negative and disappointing.
Mr. Veitch, we are Latitude members and have traveled with your company before. We have also traveled with Princess and Royal Caribbean cruise lines so we know what to expect and how we should be treated. Our family spent thousands of dollars to board your ship and have an experience of a lifetime. Indeed we did, but it was not the sort that dreams are made of. We feel that we did not receive the experience that we were promised, accustomed to and paid handsomely to receive. We feel that it is more than reasonable to request that our fares be refunded to us based on the items enumerated and the issues that were not presented in this letter. If requested I will elaborate further on the other issues.
I am certain that this letter is amongst a stack of others because the many of the other passengers were as upset as we were. In fact, there were lines at the reception desk upon check-out refusing to pay the service fees in protest of the abominable service. I am confident that when you review the matter you will agree that what we endured was not indicative of the type and quality of service that you wish to provide to your customers. There is no way to undo what has been done, but having to pay for this disaster is rubbing salt into the wound. We are awaiting your response to this request.
Sincerely,
P.S. There are exceptions to every rule. We would like to acknowledge the people that enjoyed their jobs and shared those positive feelings with our family. A waiter at the Jasmine restaurant named Casey and a bartender named Eloy were exemplary in attitude and service. The sushi staff was also wonderful.
Additionally, trying to talk to anyone in customer service at the cruise line headquarters will cost you 40 + minutes on hold listening to a message you wish would emplode. They refused to refund any of our money but did offer credits for a future cruise. No thank you!
August 19, 2006
Colin Veitch
President and CEO
Norwegian Cruise Line
7665 Corporate Center Drive
Miami, FL 33126
Dear Mr. Veitch:
You are in the fortunate position of manning the helm of a company that offers its customers a venue to make dreams come true and create memories that will last a lifetime. A theme that is playfully captured by your latest advertising campaign when the “Dad” exclaims that booking the Norwegian Cruise vacation for his family is the “best day of his life”. Although it may not be “the” best day my family and I were ecstatic when we decided to cruise on the Pride of Hawaii sailing on July 31st. My husband, children and I had never been to the Hawaiian Islands and as Bronze Latitude members, we felt confident that this trip was going to be a dream come true. To make the experience even sweeter was the fact that we were traveling with family and friends that created a party of 13 people to share in this great experience.
After extensive planning and a good deal of expense flying from New Jersey to Hawaii, we were graciously met at the embarkation port and escorted on board to begin our journey. It was soon after that the tides of joy began to quickly turn. The families we traveled with all had varying experiences. So as to be specific and accurate, this letter will only address the issues and obstacles my immediate family encountered. To begin, we smartly dressed in bathing suits under our shorts so that we may enjoy the ship’s pool while waiting for our rooms to be ready. My 17-year-old son jumped into the pool and after only a few minutes jumped out of the pool with bright red eyes that were stinging and burning. He quickly proceeded to wash his face under the outdoor shower. His brand new bright blue bathing suit immediately became discolored and faded. My 14-year-old son jumped in and out as quickly as his brother did. He was swimming with a brand new white surf shirt. Upon his exit from the pool, it was bright yellow. We were all mortified. My sons said that the pool was salt water and unbearably chlorinated. After attempting to find a ship’s employee to question about the occurrence, and receiving shrugs and “I don’t know” answers, I finally found someone that said they were having some problems getting the pool chemicals balanced. My son suffered with those red eyes until the next day and he, nor any of my family stepped into the pool again for the duration of the trip. Not only were we distraught over the condition of the pool, but frustrated by the lack of interest from any staff to help us. Little did we know it was just an entrée into our weeklong frustration.
We purchased two cabins, one for my husband and I and a second for my sons and the teenage children of our best friends. The room was lovely. The décor was modern and clean. We proceeded to unpack our clothing and in doing so the drawer face falls squarely on my husbands toe. It appears that someone forgot to screw in the drawer face. We called the reception desk to let them know about the situation but were faced with a lackadaisical response stating that maintenance will get there in a day or two. Clearly unacceptable. The next day, with the drawer still off, I complained again. A woman arrived, in response to our calls, by the third day. She came with no tools and tried to screw in the screw with her fingernail. Obviously, that did not work.
OK, back to day 1. My husband decided to relax and take a quick shower after getting a drawer dropped on his toe. Unfortunately, the body wash dispenser in the shower is empty and no bar soap is in sight. We did not get soap, even after calling, until late the next day. There are standard procedures that should be followed by staff and expectations that we hold that include soap in the dispenser. This is pure negligence and disregard for the passengers, plain and simple.
We got adjoining rooms with our friends so that we could chat and sit out on the balcony and enjoy the beauty around us. We stepped out to the balcony to find the adjoining partition needed to be unlocked by a maintenance technician. Hey, they had to come and fix the drawer anyway. Once the door was opened there is no means to hold the door in place. After the door began banging in the breeze during the night, we had to wedge a towel between it to hold it closed where it remained when necessary.
However, that was minor in comparison to the condition of our sons’ room. As was purchased, months in advance, the room was to sleep four. There were to be two people on a bunk bed, a single and a pullout bed. All of the beds were present, but the trundle was unassembled. The bed literally needed to be built. My son waited in his room for hours for someone to arrive. Upon that employee’s arrival, he told my son “I hope this works. I’ve never done this before”. Very reassuring. My son left, knowing that it was being worked on. When he returned later in the evening, his bed was unmade with sheets just set on top. We all were paying handsomely to leave the bed making to someone else this week. During the course of the week, the children, more often than not, did not receive fresh towels. Their refrigerator was locked from the time they entered the room and it took days and repeated phone calls to get it opened. When they entered their room, they had soap in their shower. Unfortunately, it was from the prior guests and it was crusted on the shower shelf. There was nothing done the entire trip about this after repeated calls and requests.
I presume that if we knew who our room steward was, or if in fact we even had a room steward, we would have been able to address these issues with that person. Unfortunately, after a weeks time, we still had no clue as to whether that position exists on your ship. Indeed, if we had a room steward, we would have addressed the fact that even though our little room wheel was set to turn down service, for the first four nights, we didn’t receive fresh towels or a turned down bed. These are the niceties one pays for and expects on a vacation of this caliber. Additionally, the rooms were made incredibly late in the day. In fact, after returning to the ship from a full day excursion at 5:00pm, our beds were still not made and our room was unserviced! That is utterly intolerable. In addition, when it finally was done, someone else must have been eating lots of chocolate because we didn’t see a single piece until I ordered it from room service one of the evenings later in the week. Which leads me into my next beef – the food.
The food was wonderful. Every meal that we ate at a restaurant was delicious. The adage that states one appreciates rewards more fully when they are earned and not gifted became apparent. We in fact earned our meals at each and every restaurant. Let me explain. Knowing that we were a large party, my husband and his friend, a Bronze Latitude member, such as ourselves, upon boarding the ship, went to various restaurants trying to secure reservation. In each instance, the earliest reservation they could get was 8:30pm some even 9:30pm. This was the first day, before the rooms were even made, and we could not get reservations at a reasonable hour anywhere. For two evenings, we ate late in the evening but we were all feeling ill and uncomfortable at eating so late and going to bed on full stomachs. Two of us went to the reservations desk in the Atrium and encountered numerous other parties with the same complaint. The reservationists wrongly stated that we should have made the reservations in advance with the travel agent. Another family there said that the travel agent said that reservations are done on board. I confirmed that with our travel agent as well. We ended up having to split up our group and dine separately. The worst of it is that when we went to these restaurants they were half empty. There was no staff to run the restaurants and service its customers.
Additionally, when we did dine at the late evening meal we were faced with food shortages! It is unacceptable that a cruise ship runs out of food. One unavailable item was chicken, which is a staple of every restaurant as well as a standard menu item at that restaurant. At this same meal, the waiter asked for everyone’s dessert request so that he could set it aside for us. When it was time to serve dessert, the waiter said that he had in fact run out of what we “pre-ordered”. We have never been on a cruise ship where we went hungry until this cruise. The service felt like a cheap diner instead of an exclusive restaurant.
When one was hungry at poolside, there was only one area on the entire ship to get a mid-afternoon snack. There was always a line around the corner for burgers and snacks. We did not choose to cruise so that we would have to stand in line for our food. Other cruises we had sailed on offered tables of buffet style food, a number of bar-b-q grills going and alternative restaurants. The grill above the pool deck that was supposed to be open 24 hours for snacks was never once open for food.
In the evening, after the show, the only restaurant open for dessert was the Blue Lagoon. This restaurant had two desert choices. Cruising is supposed to be all about choices. We couldn’t believe that there was nowhere to get a dessert and evening coffee. On all the other cruise ships we’ve been on there have been chocolate buffets, specialty desserts, and dining choices. This was truly disappointing on all accounts.
There are more stories to be told, but frankly, I don’t want to rehash any more of the negative experiences than I already have. The common theme on your ship was that there is not enough staff on board and many of those present are dissatisfied with their jobs; they freely share that distain with the passengers verbally or by not performing their job duties to acceptable levels. The staff that we did speak with more often than not gave us misinformation or just didn’t know the answers. They seemed as disoriented as the passengers. Our trip was filled with negativity from the staff, glib comments, poor to non-existent service and ultimately bad feelings amongst our family and friends. The ultimate experience was very negative and disappointing.
Mr. Veitch, we are Latitude members and have traveled with your company before. We have also traveled with Princess and Royal Caribbean cruise lines so we know what to expect and how we should be treated. Our family spent thousands of dollars to board your ship and have an experience of a lifetime. Indeed we did, but it was not the sort that dreams are made of. We feel that we did not receive the experience that we were promised, accustomed to and paid handsomely to receive. We feel that it is more than reasonable to request that our fares be refunded to us based on the items enumerated and the issues that were not presented in this letter. If requested I will elaborate further on the other issues.
I am certain that this letter is amongst a stack of others because the many of the other passengers were as upset as we were. In fact, there were lines at the reception desk upon check-out refusing to pay the service fees in protest of the abominable service. I am confident that when you review the matter you will agree that what we endured was not indicative of the type and quality of service that you wish to provide to your customers. There is no way to undo what has been done, but having to pay for this disaster is rubbing salt into the wound. We are awaiting your response to this request.
Sincerely,
P.S. There are exceptions to every rule. We would like to acknowledge the people that enjoyed their jobs and shared those positive feelings with our family. A waiter at the Jasmine restaurant named Casey and a bartender named Eloy were exemplary in attitude and service. The sushi staff was also wonderful.
Jan 9th, 2007, 06:36 PM
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Went on the Pride of America a year ago, and the food in the dining room was not good at all. We couldn`t get into the specialty restaurants, until too late a time for us to eat, if at all. At least you got some good food. We sure didn`t gain any weight on this trip. We did have a good room steward, but he hated his job and was going to quit. Poor service everywhere (not enough help). We also were offered $250 off per person, on a future cruise, but we won`t use it either. I have written about this before, on this site. Have you read the reviews on www.cruisereviews.com? If I had read them before I went, I never would have gone. We did love Hawaii though! Best part of the trip was the time after we got off the ship and had time on our own.
Jan 10th, 2007, 04:35 AM
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I just read a whole thing.
Can you hire a lawyer because I have strong feelings you are antitled to a refund of at least a portion of the fee if not a whole thing.
Please, take it to the law office for consultation. 14 people case MUST win.
And it should be a hefty sum for the lawyer to fight for (a young one of course
Good Luck!
Can you hire a lawyer because I have strong feelings you are antitled to a refund of at least a portion of the fee if not a whole thing.
Please, take it to the law office for consultation. 14 people case MUST win.
And it should be a hefty sum for the lawyer to fight for (a young one of course
Good Luck!
Jan 10th, 2007, 05:32 AM
#7
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Maintenance issues aside, were you unable to reserve any of the restaurants prior to the cruise? Do they not accept reservations? NCL is that "freestyle" cruising, isn't it?
Sorry about your poor experience. Does your t/a have any clout?
Sorry about your poor experience. Does your t/a have any clout?
Jan 10th, 2007, 05:51 AM
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Just a thought. Your log-on name seems to imply that you have only one reason for posting.
Secondly, while you make some very good points, a letter like this will most likely not get much attention due to it's length. A standard rule is never exceed a couple of paragraphs.
Sorry to hear you did not enjoy the cruise. It does seem that NCL gets a lot of unfavorable reviews.
Secondly, while you make some very good points, a letter like this will most likely not get much attention due to it's length. A standard rule is never exceed a couple of paragraphs.
Sorry to hear you did not enjoy the cruise. It does seem that NCL gets a lot of unfavorable reviews.
Jan 10th, 2007, 10:24 AM
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Too bad about the cruise - I only hope you will get over your disappointment eventually.
Am I the only one who noticed that this review is somewhat out-of-date. The Op cruised in July of 2006 - more than 6 months ago. Out of curiosity I checked more recent review on cruisecritic.com - there were nearly all very positive. So I would say that things seem to have improved considerably since OP took his cruise.
I did learn a useful thing from his review though - it is probably not a good idea to cruise on a ship shortly after it has gone into service.
Am I the only one who noticed that this review is somewhat out-of-date. The Op cruised in July of 2006 - more than 6 months ago. Out of curiosity I checked more recent review on cruisecritic.com - there were nearly all very positive. So I would say that things seem to have improved considerably since OP took his cruise.
I did learn a useful thing from his review though - it is probably not a good idea to cruise on a ship shortly after it has gone into service.
Jan 11th, 2007, 04:21 AM
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We are leaving the end of Jan. on NCL's new "Pearl." A first time experience for us on NCL. I'm scared I admit it!! Well on the bright side it is a short cruise only 5 days. If it is that bad it won't last as long at any rate!! Sorry about your experience.
Jan 12th, 2007, 11:44 AM
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I think what Pat means is the crew make up is different on the two. NCL "America", since they sail under the US Flag, must hire American citizens or legal residents - thus they have to pay higher wages but still have a hard time finding workers that really care.
We all know that in most countries the service industry is a true profession, and a waiter may be a waiter his/her whole life and they take pride in doing a good job. Here in the US a waiter is usually working as a temp kind of deal while in school etc. That is really what drives the poor service on the NCL America ships and it is just a fact of life. If those ships were staffed with the typical crew like others use, the service would be just as good. I doubt if the service ever rises to that level unless NCL pays very high wages and then the cruise fares will have to be so high no one will go - seems to be a lose-lose deal to me.
Too bad though since it seems that this would be a great way to see Hawaii without that time eating trip to Fanning Island that lots of lines have to take.
The other thing that could change would be if the stupid law that causes this situation could be repealed or modified.
We all know that in most countries the service industry is a true profession, and a waiter may be a waiter his/her whole life and they take pride in doing a good job. Here in the US a waiter is usually working as a temp kind of deal while in school etc. That is really what drives the poor service on the NCL America ships and it is just a fact of life. If those ships were staffed with the typical crew like others use, the service would be just as good. I doubt if the service ever rises to that level unless NCL pays very high wages and then the cruise fares will have to be so high no one will go - seems to be a lose-lose deal to me.
Too bad though since it seems that this would be a great way to see Hawaii without that time eating trip to Fanning Island that lots of lines have to take.
The other thing that could change would be if the stupid law that causes this situation could be repealed or modified.
Jan 13th, 2007, 06:17 AM
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I can feel for the op. This truly sounds like the cruise from ___!
I am very disappointed that NCL is getting rid of the Wind and not replacing her with the Sun who was to do the 10 and ll day Hawaii cruises later this year. That leaves only the NCL America ships to cruise Hawaii... thanks, but no thanks.
I read a lot of reviews but even the ones that have no major problems as this op did, the general concensus is that the American staff on these ships are primarily a bunch of young people who thing of this as a 'fun job' while getting to 'cruise Hawaii'. This is not the attitude of the foreign workers on all other ships and the main reason why I think it will never be up to snuff.
I'm NOT downing American workers..we are the best at some things..but not at this!! Just MHO.
I am very disappointed that NCL is getting rid of the Wind and not replacing her with the Sun who was to do the 10 and ll day Hawaii cruises later this year. That leaves only the NCL America ships to cruise Hawaii... thanks, but no thanks.
I read a lot of reviews but even the ones that have no major problems as this op did, the general concensus is that the American staff on these ships are primarily a bunch of young people who thing of this as a 'fun job' while getting to 'cruise Hawaii'. This is not the attitude of the foreign workers on all other ships and the main reason why I think it will never be up to snuff.
I'm NOT downing American workers..we are the best at some things..but not at this!! Just MHO.
