My husband and I have been on 5 previous cruises so we do have something to compare this ship to. I have to admit that I did read the reports of other passengers who had been on this ship. Luckily I did not let them influence my experience. Our cabin steward introduced himself to us and I have to admit that he kept it clean and tidy everyday. We ate most of our breakfasts in the Crossing Dining Room and we did order room service once. It was delivered hot and on time. We found the staff everywhere to be very accommodating and friendly. We ate in the specialty restaurants twice. Once in the Bistro, the food was perfect and the service impeccable and once in the Italian restaurant. As well, the service and food were excellent. It was our last night, so of course, they were busy, still the service was good. We tried the buffet twice. Our only problem was that we could not find a table but one was quickly cleared for us. I think if you treat people with dignity and respect, they will 'go the extra mile for you'.
One review that I read said that he had to pay for some nighttime entertainment. We were on the same trip and I can't recall paying for any of the entertainment. I found that there were so many 'fun activities' that it was hard to fit it all in. I am still not sure if I like freestyle dining as you have to plan in the morning where and when you want to eat. With assigned times and seating on other ships, you don't have to give it a thought.
The Islands were beautiful except for Hilo. This island experiences a lot of rain, and that is exactly what we got. We did rent a car in Maui and Kauai. If you plan on doing the same, I would recommend that you book on line in advance. When my husband got on the shuttle they asked him if he had a reservation. Those who didn't had to try another company as they were all booked.