Embarkation in Seattle was very smooth, as well as debarkation in Seattle.
We had a party of 12 on this cruise and had booked through Norwegian Cruise Lines direct. Some minor problems with the booking director is where the first disappointments started.
Once aboard the Star we were dismayed at the condition of our cabin. Our cabin had worn and wrinkled carpets, the beds were extremely hard and was equipped with only one electrical outlet, soap dispensers in the shower did not work the whole trip and we found that very inconvenient.We had mentioned to the steward the problem, but was never addressed. After the Star,just going through a reconditioning a few months prior to our trip, we thought that the cabins would be in better shape than they were. We feel that Norwegian should have focused on the cabins prior to the reconditioning, instead of just making new cabins on the 12th deck where the Spinnaker Lounge used to be. The stabilizers seemed in need of revamping too, we always had a rocking motion on this cruise. Smoking needs to be limited to one side of the ship or lounges only.
We enjoyed the Spinnaker Lounge on the Pearl as it was a place where people could gather and watch the scenery or just go and relax. The Spinnaker Lounge on the Star is now in the back of the ship and no windows to view from, just another lounge and not a place where one could go to relax.
The Stardust Theater had some good entertainment, although the sound level needed to be brought down so people could enjoy it. Many of the seats were broken and very uncomfortable.
The main buffet had decent food although some of it could have been cooked longer. The restaurants were better and the food was always hot and the service was OK.
The ports were as follows:
Ketchikan - very good
Juneau - very good
Skagway - loved the port, but a disaster for handicapped persons - Handicap ramp was closed after people disembarked and then when people returned to re-board at least 3 people(possibly more) in wheel chairs were carried up step stairs by crew members, until someone realized the danger to both the passengers and the crew members. There were at least 17 people that we saw waiting, that had wheelchairs or were using walkers and finally a forklift was used to hold the ramp in place so these people could re-board. We were not very impressed with the way Norwegian Crew handled this hazardous situation.
Prince Rupert - very good
The crew for the most part, were very pleasant, but almost seemed like they would rather be somewhere else. We think it would be better if the passengers had the tipping control rather than it being charged to you room each day automatically.
Last but not least, we feel that when passengers have complaints, the people in Public Relations should at least return the phone calls or letters, if nothing more than to show and keep good customer service. In our opinion, it seems like money wins out over customer service. Being in Customer Service for over 30 years myself, I am very disappointed in Norwegian this time around.We will really have to think about taking Norwegian for our next cruise.