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We chose this cruise because we had been on a NCL in the past. That cruise was to Bermuda out of Boston, MA. This cruise was to the Bahamas out of NY. The cabin accommodations were the best part of the cruise. We had horrible experience in the dining room and speciality restaurants. To summarize: 4 dinners at speciality restaurants, 3 dinners in the dining room. All breakfast in the dining room. Dining room staff could not get orders right. Something was always missing or incorrect. On one occasion, they got 4 out of 4 orders wrong. We had three experiences with food safety issues: paper in scrambled eggs(dining room), plastic in sauted zucchini(speciality restaurant) and a dead fly in a salad (onboard pub). One of our party got undercooked pasta. The order was remade and brought out to the table almost 30 minutes later. By this time the rest of our party had all finished their meals. To add insult to injury, the dining room mgr felt the need to bring the chef to the table to discuss the incident. At this point the chef argued with our friend in the middle of the dining room. I'm sorry, but that should NEVER happen. We spent a day on NCL private island. One of the girls in our party was charged $40 for a single braid! Other girls in the group were charge $35 for multiple corn rows. When her mother confronted the vendor and wanted to discuss the issue, the vendor dismissed her stating all sales final. Beware of the scammers on NCL's private island!! They are there at the invitation/permission of NCL... optics not good for NCL. NCL offers onboard wifi for $9.99 per device. At least 7 in our group purchased this service. It was horrible. Constantly losing connection, texts getting delivered hours (sometimes the next day) after being sent. After 4 days of this, I spoke w/ someone in guest services. They refunded our money. Nice gesture... but fix the wifi! How difficult is this??? This is the primary means for people to communicate w/ one and other. Here's and idea: if you're providing such poor service, don't charge for it... then no one can complain. I walked away with the impression that after all the money we paid for the cruise, and the $1000 charge for the cabin upgrade, NCL nickeled and dimed us all week. At this point, I would not take another cruise with NCL. The are too many other options out there. In the spirit of full disclosure, NCL did comp us in one of the speciality restaurants the last night of the cruise (4 adults, food only). Nice gesture... but falls far short for making up for our very poor experience. I took the NCL survey. Let's see if NCL is truly committed to customer service. Let's see if they contact us to get the details on our experience... the clock is ticking...

Never-ending Problems

Norwegian Gem Cruise Review by rsullivan8

2 people found this helpful
Trip Details
  • Sail Date: June 2018
  • Destination: Bahamas
  • Cabin Type: Family Penthouse with Balcony
We chose this cruise because we had been on a NCL in the past. That cruise was to Bermuda out of Boston, MA. This cruise was to the Bahamas out of NY. The cabin accommodations were the best part of the cruise. We had horrible experience in the dining room and speciality restaurants. To summarize: 4 dinners at speciality restaurants, 3 dinners in the dining room. All breakfast in the dining room. Dining room staff could not get orders right. Something was always missing or incorrect. On one occasion, they got 4 out of 4 orders wrong. We had three experiences with food safety issues: paper in scrambled eggs(dining room), plastic in sauted zucchini(speciality restaurant) and a dead fly in a salad (onboard pub). One of our party got undercooked pasta. The order was remade and brought out to the table almost 30 minutes later. By this time the rest of our party had all finished their meals. To add insult to injury, the dining room mgr felt the need to bring the chef to the table to discuss the incident. At this point the chef argued with our friend in the middle of the dining room. I'm sorry, but that should NEVER happen. We spent a day on NCL private island. One of the girls in our party was charged $40 for a single braid! Other girls in the group were charge $35 for multiple corn rows. When her mother confronted the vendor and wanted to discuss the issue, the vendor dismissed her stating all sales final. Beware of the scammers on NCL's private island!! They are there at the invitation/permission of NCL... optics not good for NCL. NCL offers onboard wifi for $9.99 per device. At least 7 in our group purchased this service. It was horrible. Constantly losing connection, texts getting delivered hours (sometimes the next day) after being sent. After 4 days of this, I spoke w/ someone in guest services. They refunded our money. Nice gesture... but fix the wifi! How difficult is this??? This is the primary means for people to communicate w/ one and other. Here's and idea: if you're providing such poor service, don't charge for it... then no one can complain. I walked away with the impression that after all the money we paid for the cruise, and the $1000 charge for the cabin upgrade, NCL nickeled and dimed us all week. At this point, I would not take another cruise with NCL. The are too many other options out there. In the spirit of full disclosure, NCL did comp us in one of the speciality restaurants the last night of the cruise (4 adults, food only). Nice gesture... but falls far short for making up for our very poor experience. I took the NCL survey. Let's see if NCL is truly committed to customer service. Let's see if they contact us to get the details on our experience... the clock is ticking...
rsullivan8’s Full Rating Summary
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Cabin Review

Family Penthouse with Balcony
Cabin SC 11006
The highlight of the cruise was the cabin. We upgraded to a family penthouse... for an additional $1000. It was a very nice cabin. Plenty of room for two adults and our two sons. The cabin was clean. Our cabin steward was outstanding. This was our 4th cruise, and he was the best, by far. He kept the cabin clean, organized and stocked. The bed was the most comfortable I have ever slept on, including my mattress at home. We should have taken the sheets off to see the brand of mattress... lol! Balcony was your standard balcony... but they are nice to have. The cabin was the best part of the cruise.
Deck 11 Inside Cabins, Suite Cabins

Port & Shore Excursion Reviews