This was our fourth NCL cruise and the one that we were most DISAPPOINTED in. The staff of the ship from the Captain down seemed to be lacking in friendliness and not very customer driven. There were not a lot of smiles on the faces of the crew members and many seemed to not enjoy their jobs as in my past cruises with NCL. The cruise director and his staff were NOT very "engaged" as I have experienced in past cruises.
When we arrived our state room was VERY dirty (floor in bathroom had splatters of something on it and it went up the wall, it was very dusty on the shelves etc., the floor appeared to not be vacuumed etc.)-- that being said when we called it to or room Stewarts attention, she took care of it pretty quickly and did a good job after that. NCL has some work to do with comforts in the state rooms- the bed is not that comfortable and the pillows are TERRIBLE. When you are travelling, the last things you want to have to bring with you are pillows. Most hotels, even inexpensive ones have decent or even very good pillows on the beds.
Service in the main dining rooms was hit-and-miss. The last evening we had a great waiter in the main Garden dining room (I wish I could remember his name) and good service but overall service in the dining rooms was not very good. There was one waiter that was particularly poor and inefficient- his name will not be published here - He needs some training in customer service and not taking advantage of his co-workers by "slacking-off".
In closing, I would have to say that if this had been one of my first experiences on NCL, I would not have returned. Hopefully this is not going to be representative of NCL's cruise experience moving forward.