We have cruised 6 times previously, this was our 1st time on Norwegian! We booked this cruise 6 months ago and looked forward to our getaway in the spring. The embarkation process was very efficient, we did not wait long in the lines but ran into issues when we went to scan our key cards and board the ship. They mixed up our photos, and put my son's photo on both his card and my husbands ... we had to go back to the desk and it took about 15 minutes to get it straightened out. The ship was lovely to look at, all of the dining and common areas were decorated beautifully. We did not feel that any of the staff on the ship went out of their way to make us feel special, with the exception of embarkation/debarkation and when we boarded after our excursions. Our room steward did a poor job, and left the couch/bed and bunk out all week long, even after we asked him to put it out only at night ... none of the other cruise lines did this, and we did not appreciate not having a couch during the day. He did not clean our room one full day, because he said we did not turn the indicator light on ... we never used the light all week! We waited in 3 different lines for a total of 45 minutes to register my son for the kid's club, we did not have the option to do this online like other lines offer. The kid's cub was short staffed and always stressed, their check in process needs an overhaul by management. The app worked great, but needs improvement in functionality ... you could book entertainment and make restaurant reservations, but could not see the things you booked once you completed it. We waited in line for 30 minutes to get a confirmation to make sure that we had something set for every night, and by the time we did it, we were not able to get anything for the 5th night before 9pm. We enjoyed the food, we liked the lounges, we loved the cafe!!! They made mistakes in our billing, we received credits that did not belong to us, we were billed for things we did not charge, and although we paid for the Ultimate DIning in advance, we were charged on 2 occasions and had to visit Guest Services multiple times to have it all straightened out. The weather was ok, we had a few rainy days ... On a ship with so many people, there is no common areas that are big enough to hold a lot of people. We could never get a chair in the Atrium or by the pool. On the Breakaway, there are very little chairs in the sun near the kids pool area. We advise families to stay away from the video arcade!! We saw MANY upset families in the arcade and at Guest Services, complaining about the ticket redemption process for prizes. It was chaos and the staff there was overwhelmed. Overall, we enjoyed our family time. NCL is not the line for us. We prefer a higher level of service than we received, and are willing to pay more for it.