The only example of responsiveness to our needs occurred early in the trip. When we booked our trip I discussed cabin selection with a NCL representative due to my physical condition, very bad circulation in my legs, which made walking long distances very difficult. We settled on cabin 8333, which was near the elevators and he assured me there would be no noise from the elevator in our cabin as it was far enough away from the elevator. That night when we retired for the night there was an intolerable hum and the walls were vibrating, this continued until 3 AM. A ships representative showed up when we called to complain and said it was really noisy and they would fix it, this never happened as it resumed the next day. One of the few bright spots in this voyage from hell was the Front Desk Manager, Gilda Osorio, who managed, despite our being told the ship was fully booked, to move us to another cabin later that day. This was good news/bad news since this cabin was very far forward and required me to do a lot of extra painful walking. Bernice was quarantined for 48 hours due to the continued presence of a virus infection from the Sun’s previous cruise. We were notified of this infection as we were going through the check in process when it was way too late to change our plans. We were given a credit for the quarantine in the amount of $100, which is woefully inadequate cost approximately $10,000 for 21 days, $238/day/passanger. I feel additional compensation is due to us given that I was also inconvenienced by this event.
Further, we both took a shore excursion to the Punta Tombo Penguin Rookery at a cost of $149.99 each. When we returned from this excursion I contacted the Tour Desk and informed them that there were problems with this shore excursion, there were ants crawling on my window, the bus filled with smoke and the lunch provided was inedible. The ships representative at the tour desk told me several people had complained and that they would add us to the list and no further action on our part to obtain relief would be necessary. Several of the people we met were told to submit a complaint in writing and they were given a partial refund on the cost of the shore excursion. We received nothing, which I discovered when I received our statement. At this time the Shore Excursion Desk was closed and the person I spoke to at the front desk, unfortunately I didn’t write down his name, was very unhelpful, telling me that he had nothing to do with shore excursions and since it was the end of the cruise they would not be available. In my opinion this is a terrible way to treat paying customers! We feel that you owe us at the very least the refund given the other passengers who complained and should refund the entire cost of this shore excursion, $299.98. We also found that, despite assurances that there were 11 restaurants available for our use, when we returned to the ship after a port day virtually all of them were closed forcing us to either eat really bad food from the outdoor restaurants or order room service, which while adequate, was not up to NCL’s standards. Indeed, the quality of the dining throughout the trip was sub par. The air conditioning throughout the ship was not working and it was hot everywhere. This no doubt contributed to the spread of whatever virus was present on the ship. There is a reason all hospitals and doctor’s offices are kept so cold and it is to stop the spread of virus’ and diseases’. The ship did not cool off until the last 2 days of the cruise.
We are seasoned travelers, in the last ten years we have been on 3 land tours, approximately 10 cruises, this was our third cruise with NCL, and the worst experience we have had with any cruise line, truly the cruise from Hell! Things were so bad that for the first time ever we found it necessary to cancel the $12/day tipping policy and only gave tips to our cabin stewards, the only crew members who gave satisfactory service and even they did not routinely remove room service trays from the cabin nor did they provide clean glasses each day.