We took the Gem out of NY on the 12/4/12 sailing. We've cruised over 20 times now this our 2nd time with Norwegian. Our first stint with Norwegian a few years back on the Dawn was good but did not meet the baseline expectation level of service and quality for which we used Carnival for such a comparison. Bottom line is we expect a bit more from Norwegian in comparison to the value ships of Carnival which lately has upped their game significantly.
My wife and I by nature are not picky travelers and expect service and quality problems from time to time. We also believe that if a problem is resolved professionally it actually impresses us more than if the issue never happened at all. We also took in consideration that there was a huge tsunami that crossed over the Phillipines the day before the cruise and had a sympathetic heart to a good portion of the crew who were from the Phillipines. Here are some review topics I want to be sure any of those considering the Gem for their next cruise vacation.
Before the ship even sailed off, we noticed a scrambling for napkin/utensil sets on the buffet tables. Rarely did we have a situation where we were either hunting for them or others seeking ours if we had any extra on the table. A quick follow up trip to the buffet and leaving the table resulted in doing the entire search ritual all over again. The game changer was after the 3rd day, a Noro-virus red-alert came into effect where all flatware and napkin sets were handed to us as we walked into the buffet areas. This had its benefits from a service perspective. In a way, we didn't want the alert lifted, with exception to the coffee lines during breakfast which could get 15-deep and only one person serving.
Cabin a bit small but expected. Steward was below standard but that is in consideration of a Carnival standard where you see the person several times a day, always says hello and keeps your room sparkling clean. Also throws in those towel animals each night. Norwegian Gem did not do that.