Just got back from a very trying week on Norwegian Gem. It was a big family vacation for my husband and I and our adult children. I have sailed on Norwegian once before. This was my 11th cruise, so I thought I knew what to expect. Wrong! I can start with what was good about this ship. Our cabin stewards were great. Disembarkation was smooth. If you want customer service, you will not find it here. The entire crew seemed unhappy and uncaring about the customer. First problem was when I found a piece of my luggage on the floor by the elevator. Clothing dirty from being opened and left on floor. It was open and the zipper had been partially pulled out, the teeth destroyed. I brought it to my room and called reception. They cleaned clothing, great. They checked my bag and tried to repair it. They were unable to do so. They gave me a form to fill out and told me to write to main office when I get home. No apology, no offer to provide me with a cheapo bag from the gift store for my clothing. I left that ship with my luggage tied closed with twine. It was not easy to find someone to give me the twine. I know these things do happen but it was handled so poorly. Nothing about this ship was easy. Electric went out for several hours in our section of the ship. My husband uses an oxygen generator that need electric power after 4 hours. When I called with my concerns, I was told that no other cabins were available. It was suggested that my husband come down to the art gallery (A hallway) and plug in there. It was 9 at night, I guess they thought he could sit there all night. My husband eventually suggested sending up the ship's electrician who was able to help us. Free style is terrible. The make a reservation policy is ridiculous. The service in the restaurants ranged from benign neglect to icy. The french "Le Bistro" was an exception. Good service and good food. At the Italian spot, La Cucina, manager attempted to refuse us entry because my son-in-law had on Bermuda shorts. It was 5:30 in the afternoon. there was no forewarning except a tiny sentence lost in the back of the daily paper. We were a party of 7 with one in a wheelchair and one in a stroller. He was so difficult, I was amazed. Several in line behind us were surprised at this as well. This was a casual room with wood tables and benches. My son-in-law was dressed appropriately. We tried to be reasonable and explained we were unaware of the rules and would know for next time. He still refused to seat us. We asked for his supervisor who reluctantly seated us. But not before much discussion and an almost chastising attitude. Whatever freestyle is supposed to be, I did not find it on this ship. The private island is too small. We were packed on the beach like sardines. Not enough chairs, not enough help, think Coney Island at its most crowded. Almost nothing can be done via telephone or interactive tv. A trip to reception was required for anything. No one in the crew gave us the same answer to any questions. I could go on and on. Spend your money elsewhere. I paid for 3 balcony staterooms for a very special family trip. It is something that was planned and anticipated for a very long time. We had the family time, but this ship is the worst. Steer clear.