Norwegian is a terribly inconsistent product. I have been on 3 of their ships, with a different experience each time. The customer service has been consistently poor, however.
On the Epic, as with all our cruises, we had a mini suite with a balcony. We were told to ask about a Haven upgrade, but the epic literally has a full time metal sign (oh yeah, they went all out) at their front desk saying "We are sailing at capacity. Room upgrades are not available."
Clearly, they just put this sign out there to control the masses, because they don't want to hassle with giving you an upgraded room. Greedy.
We got to our room. There was no bathroom. Yeah, the genius group of Ivy League MBA's who undoubtedly designed this ship managed to squeeze every single penny out of it. There was no bathroom. There was a toilet pod and a shower pod right there in our room. With frosted glass. Try going to the bathroom in privacy... not gonna happen. On other ships with mini suites, this was no the case.
NCL totally messed up our whole vacation to Italy.... by canceling a tour with airport transfer last minute. They messed this up. This cruise terminal is hard to get to. They did not make it right.