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We choose to cruise on NCL as it is the only cruise line that travels 4 Hawaiian islands in 7 days starting and ending in Honolulu. We have been used to personalized service on other cruise lines like Princess or Holland America to name 2 out of the 5 cruise lines that we have sailed with on more than one occasion. The service in the dining room on the 5th floor is significantly lacking with delayed wait times and staff who lauder around the main area where they food comes to from the kitchen before it is delivered to you (for both breakfast and supper). In spite of having a pre-set dining time, you are set at a different table each night at the service is mediocre. There was one male server (David) from Long Beach, California who was great but other than that the rest of the staff need significant training in customer service, how to change table clothes in a dining room and overall interaction with guests. NCL limits the amount that you use your soda card and has no centralized spot on the ship to use your card - only in the dining areas. They do not offer a complimentary cup like all the other cruise ships with the soda card. You can not get regular coffee at the coffee bar on the 5th floor but need to go to the 11th floor. There is no charge for regular coffee so that this why it is not on the 5th floor coffee bar as they want you to buy lattes and specialty coffee drinks. We rarely saw the steward to clean our room like in other cruise ships when they were available all the time. We were in/out of room various times in the evening and our room was cleaned during the day and then later in the evening. There is no on turn service of the bed in the evening. We also did the land and sea portion of the cruise. We arrived 4 days prior to the land portion starting and stayed in the Lagoon Tower where we paid on our own. This was a condo suite at the Hilton Grand Vacations. It was large and lovely. And, then when the land portion of the tour started we had to move to another tower in the same area by Hilton Grand Vacations in the Kalia Tower. This tower is outdated and the rooms need extensive upgrades however this is what NCL includes in the land tour portion. The guide on the land tour, Kaou was funny and engaging although at times he talked a bit to much over the course of the 3 days. The cruise ship is smaller and there were only 2 stores on board which had limited selection as compared to other cruise ships that we sailed on. The jewelry store was disappointing in the selections it carried as well. The photograph is quite overpriced for what you get (8 pictures and these are also on a USB stick for $149 USD plus taxes). Other cruise ships you can get unlimited phots for that price or close to it. Dinning in the East meet West Restaurant dining service was disjoined and our waiter took our order and came back once. Other than that there were various servers but no one paying real attention and we would have to call someone to get what we wanted. The service in the Cadillac dining is slow and yet staff are standing around and talking with each. Our waiter (a female) for lunch was awful and I had better service in a McDonalds then at the Cadiillac diner on Pride of America (how ironical the name of the ship!). Similarly, staff in the Aloha buffet stand around, no one will serve you coffee like other cruise ships in the buffet area. I wanted a diet pepsi and the staff member said she could not help me as she is not allowed to take my soda card. The card is paid for already so if she looked at why could she not just request a soda from the staff person who you have to stand in line to get a soda or any other beverage such as a beer. She said NCL does not allow them to be in possession of the customer's card. What a joke! Again, no customer service. The Hawaiian islands are beautiful so that's what made the trip enjoyable. However NCL needs to improve their customer service in a major way! Another positive is the size of the balcony we had on the 11th floor. It was large and the flooring was like a teak so nice to stand or walk on. It is also very private!

Personalized Service Lacking on Pride of America!

Pride of America Cruise Review by kristine70

2 people found this helpful
Trip Details
  • Sail Date: February 2019
  • Destination: Hawaii
  • Cabin Type: Large Balcony
We choose to cruise on NCL as it is the only cruise line that travels 4 Hawaiian islands in 7 days starting and ending in Honolulu. We have been used to personalized service on other cruise lines like Princess or Holland America to name 2 out of the 5 cruise lines that we have sailed with on more than one occasion. The service in the dining room on the 5th floor is significantly lacking with delayed wait times and staff who lauder around the main area where they food comes to from the kitchen before it is delivered to you (for both breakfast and supper). In spite of having a pre-set dining time, you are set at a different table each night at the service is mediocre. There was one male server (David) from Long Beach, California who was great but other than that the rest of the staff need significant training in customer service, how to change table clothes in a dining room and overall interaction with guests.

NCL limits the amount that you use your soda card and has no centralized spot on the ship to use your card - only in the dining areas. They do not offer a complimentary cup like all the other cruise ships with the soda card. You can not get regular coffee at the coffee bar on the 5th floor but need to go to the 11th floor. There is no charge for regular coffee so that this why it is not on the 5th floor coffee bar as they want you to buy lattes and specialty coffee drinks.

We rarely saw the steward to clean our room like in other cruise ships when they were available all the time. We were in/out of room various times in the evening and our room was cleaned during the day and then later in the evening. There is no on turn service of the bed in the evening.

We also did the land and sea portion of the cruise. We arrived 4 days prior to the land portion starting and stayed in the Lagoon Tower where we paid on our own. This was a condo suite at the Hilton Grand Vacations. It was large and lovely. And, then when the land portion of the tour started we had to move to another tower in the same area by Hilton Grand Vacations in the Kalia Tower. This tower is outdated and the rooms need extensive upgrades however this is what NCL includes in the land tour portion.

The guide on the land tour, Kaou was funny and engaging although at times he talked a bit to much over the course of the 3 days.

The cruise ship is smaller and there were only 2 stores on board which had limited selection as compared to other cruise ships that we sailed on. The jewelry store was disappointing in the selections it carried as well. The photograph is quite overpriced for what you get (8 pictures and these are also on a USB stick for $149 USD plus taxes). Other cruise ships you can get unlimited phots for that price or close to it.

Dinning in the East meet West Restaurant dining service was disjoined and our waiter took our order and came back once. Other than that there were various servers but no one paying real attention and we would have to call someone to get what we wanted. The service in the Cadillac dining is slow and yet staff are standing around and talking with each. Our waiter (a female) for lunch was awful and I had better service in a McDonalds then at the Cadiillac diner on Pride of America (how ironical the name of the ship!). Similarly, staff in the Aloha buffet stand around, no one will serve you coffee like other cruise ships in the buffet area. I wanted a diet pepsi and the staff member said she could not help me as she is not allowed to take my soda card. The card is paid for already so if she looked at why could she not just request a soda from the staff person who you have to stand in line to get a soda or any other beverage such as a beer. She said NCL does not allow them to be in possession of the customer's card. What a joke! Again, no customer service.

The Hawaiian islands are beautiful so that's what made the trip enjoyable. However NCL needs to improve their customer service in a major way! Another positive is the size of the balcony we had on the 11th floor. It was large and the flooring was like a teak so nice to stand or walk on. It is also very private!
kristine70’s Full Rating Summary
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Cabin Review

Large Balcony
Cabin B6 11014
Room size average. The size of the balcony we had on the 11th floor is quite large.. The flooring felt like it was teak so nice to stand or walk on. It is also very private. Service by the cabin steward was so-so.
Deck 12 Balcony Cabins, Suite Cabins