Hello. I sailed on the cruise on the Dawn from Boston to Bermuda from 5/29-6/5. On the evening of 5/29, a passenger apparently was injured, which necessitated the ship turning around and going back to Boston. Because of this, we lost ... Read More
Hello. I sailed on the cruise on the Dawn from Boston to Bermuda from 5/29-6/5. On the evening of 5/29, a passenger apparently was injured, which necessitated the ship turning around and going back to Boston. Because of this, we lost what amounted to almost a full day in Bermuda. We arrived in Bermuda after 9pm on Sunday, with hardly anything open, and no public transportation running. When complaints were made to the front desk, they immediately reminded us that we signed off on Norwegian being able to change the itinerary due to unforeseen events. I get why, from a business perspective, they led with that fact. But I've worked in Customer Service for close to 15 years now, and from a customer standpoint, that is not acceptable. Bobby, our cruise director, on multiple occasions thanked the people that donated blood for the injured passenger, and rightfully so. But at no time did anyone on the staff thank the rest of the passengers for their patience or understanding, or apologize for loss of a day in Bermuda. I train customer service reps, and part of that training is teaching them that there will be instances where they need to take the heat and responsibility for things out of their control, and do their best to make the customers whole, and I saw none of that from Norwegian cruise lines. This would be a running trend with our cruise. On I believe Tuesday or Wednesday, we ordered room service one night, at roughly 9:30pm. It never arrived. We waiting until midnight or so, and called it a night. The next day, I went to Guest Services to make sure we weren't charged for the room service that never arrived. Rather than apologizing for room service not showing up, or offering any kind of empathy, the representative simply said, "If it happens again, dial 00 and we can check the status of it for you." They didn't even seem concerned that the event happened. It is for these reasons that I will not only never consider another Norwegian cruise, but I will tell everyone I know when asked about the cruise about our negative experience. My one and only experience with Norwegian was made up of several instances of their business not accepting accountability for the negative experiences that occurred, and I will be sure to communicate that fact to anyone who will listen.
Aside from that, the cruise was decent. Getting on the ship was easy enough, as well as receiving our luggage. We ate at many of the complimentary and specialty restaurants, and the food was always good. The entertainment on board was good, particularly the magician and the comedy troupe. There was also an aerialist duo that was tremendous. I can't speak for the shore excursions since it was cheaper to purchase those on the island rather than via the cruise. Disembarking was a bit of a nightmare. We took the easy walk off option, but it wasn't overly easy. It appeared that everyone on board took the same option, and the line snaked around the entire 7th deck. There was very little organization, and we ended up getting yelled at for attempting to cut the line, even though it wasn't evident where the line even started. Eventually staff showed up to help direct traffic, but they really should think about staggering the easy walk off folks a bit.
I wish I could say I enjoyed the cruise, but whenever someone asks me how it went, I cant in good conscience say it went well. It didn't. Read Less