My wife and I decided to try sailing Norwegian Cruise Lines for the first time after it came highly recommended to us from family and friends. As I’m sure you are aware there is no better compliment in the hospitality industry then a word of mouth recommendation from a trusted source.

One common theme my wife and I discovered on our cruise of Norwegian Gem was a lack of attention to detail across the vessel, but especially in the Housekeeping Department. Our cruise embarkation began by discovering a pair of children’s underwear from the previous guest hanging on the towel rack of the bathroom door of our cabin. After discovering the underwear in our stateroom, and notifying the cabin steward, we went to O’Sheenan’s later in the afternoon for a snack. My wife and I sat down at the nearest table and a server quickly came over and asked us if we needed menus. A hostess then appeared with a pair of menu’s and in a surly tone told me that I needed to check in first. I explained that we had just came up the staircase, that it was our first time on a Norwegian Cruise and at O’Sheenans, and that I did not know and did not see any signs. She again reiterated in a surly tone “there are signs sir, you must check in.” The tone in the hostesses voice, along with her body language, did not make my wife or I feel welcomed at all. Instead, it just compounded the frustration we were already feeling about finding used underwear in our cabin.

My wife and I also purchased the passes for the Thermal Suite and found throughout the cruise, that housekeeping was again an issue in the Thermal Suite Area. Guests would often leave towels on stone loungers as well as empty cups and fruit cores in around the complimentary water/snack station and lounge chair area after they left. Despite there being many staff/crew members present in and around the Thermal Suite Area very rarely did any one frequently come around and clean up these items. Read more