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Went on Key West-Cuba cruise as part of a group.. Very disappointed with customer service both on board and contact with company. First day they closed the pool all day due to love bug infestation as well as Great Outdoors Cafe but did have it ready by Day 2.. Had "handicap accessible" room which was fine-our room attendant was wonderful. Chose the 3 night specialty dining pkg. as one of our choices (also did shipboard credit).All 3 specialty restaurants were good-Le Bistro, Moderno Churrascaria and La Cucina( veal dish was very salty)-all had excellent wait service and food was very good.However, unless you know where they are and how to get to them it can be a challenge. Ate in Main dining room last night-was supposed to eat with our group but the the reservation time was changed by the staff and the person in charge of our group wasn't told, so we ate by ourselves. Food was good-nothing to rave about. Asked for a Coke and got a cappuccino instead. Did eat in the Garden Cafe and Great Outdoors Cafe for lunch a couple of times-food was okay-again nothing to rave about but wait staff were very good. Only one entertainment show nightly in the main theater, except last night had an extra "adult" show. Key West port-we had to be transported by trolley b/c ship pulled into military port and brought back the same way, but there were enough trolleys/trams running every 10-15 min back to ship. Ship was pretty quiet-not many kids on board. Cuba portion was good-ship pulled into main terminal-easy access into town. Did not like the fact that you have to pay for bottled water esp. if you need it for medical reasons-found out after 2 days I could get ice water delivered to room if requested but can't bring back any water/drinks from outside ship back on board-you can bring back empty bottles/travel containers. Also was told I had to pay for regular coffee in restaurant but not up in buffet/cafe (which I found out later on was incorrect-only specialty coffees are a fee). Drinks were okay-part of our pkg. but watered down. No real duty-free shopping to speak of-small place on deck 7 next to smoky casino-1 store divided into sections, and jewelry place across from it. Was a small place selling Cuba-theme items on Atrium level open after we got to Cuba and did have a few table on Atrium selling cheaper jewelry. Ship layout is poor-restaurants all on one side and had to go up/down 1 level to get to Main dining room from Level 5. Had to go through main buffet place to get to Garden Cafe. Too much Cuban/Spanish music-would have liked them to have a variety but the same type every day by the pool was a bit much. Did not partake in the shipboard activities-none really were very appealing or caught our interest. Some of the staff should be able to understand English and seem to not understand at times when I asked basic questions-if they were not sure then they should be told to ask another staff member to help (the coffee issue). I don't think I will travel on this ship again and not sure if I would travel again on Norwegian- wrote to customer service after trip and still haven't heard back from them (it is now July).

Disappointed with ship

Norwegian Sun Cruise Review by cruiseliker13

Trip Details
  • Sail Date: May 2019
  • Destination: Cuba
  • Cabin Type: Oceanview Picture Window
Went on Key West-Cuba cruise as part of a group.. Very disappointed with customer service both on board and contact with company. First day they closed the pool all day due to love bug infestation as well as Great Outdoors Cafe but did have it ready by Day 2.. Had "handicap accessible" room which was fine-our room attendant was wonderful. Chose the 3 night specialty dining pkg. as one of our choices (also did shipboard credit).All 3 specialty restaurants were good-Le Bistro, Moderno Churrascaria and La Cucina( veal dish was very salty)-all had excellent wait service and food was very good.However, unless you know where they are and how to get to them it can be a challenge. Ate in Main dining room last night-was supposed to eat with our group but the the reservation time was changed by the staff and the person in charge of our group wasn't told, so we ate by ourselves. Food was good-nothing to rave about. Asked for a Coke and got a cappuccino instead. Did eat in the Garden Cafe and Great Outdoors Cafe for lunch a couple of times-food was okay-again nothing to rave about but wait staff were very good. Only one entertainment show nightly in the main theater, except last night had an extra "adult" show. Key West port-we had to be transported by trolley b/c ship pulled into military port and brought back the same way, but there were enough trolleys/trams running every 10-15 min back to ship. Ship was pretty quiet-not many kids on board. Cuba portion was good-ship pulled into main terminal-easy access into town.

Did not like the fact that you have to pay for bottled water esp. if you need it for medical reasons-found out after 2 days I could get ice water delivered to room if requested but can't bring back any water/drinks from outside ship back on board-you can bring back empty bottles/travel containers. Also was told I had to pay for regular coffee in restaurant but not up in buffet/cafe (which I found out later on was incorrect-only specialty coffees are a fee). Drinks were okay-part of our pkg. but watered down. No real duty-free shopping to speak of-small place on deck 7 next to smoky casino-1 store divided into sections, and jewelry place across from it. Was a small place selling Cuba-theme items on Atrium level open after we got to Cuba and did have a few table on Atrium selling cheaper jewelry. Ship layout is poor-restaurants all on one side and had to go up/down 1 level to get to Main dining room from Level 5. Had to go through main buffet place to get to Garden Cafe. Too much Cuban/Spanish music-would have liked them to have a variety but the same type every day by the pool was a bit much. Did not partake in the shipboard activities-none really were very appealing or caught our interest. Some of the staff should be able to understand English and seem to not understand at times when I asked basic questions-if they were not sure then they should be told to ask another staff member to help (the coffee issue).

I don't think I will travel on this ship again and not sure if I would travel again on Norwegian- wrote to customer service after trip and still haven't heard back from them (it is now July).
cruiseliker13’s Full Rating Summary
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Cabin Review

Oceanview Picture Window
Cabin OD
Had "handicap accessible" room which was fine-our room attendant was wonderful and room was cleaned daily. Layout of outlets not very user-friendly and only 2 plugs for electrical plug-ins. No make-up mirror in bathroom. No towel "animals" were made-I was told they are phasing that out on the ships. Shower was good-had a "rain" head and was hot whenever I needed it to be. Bed was up against picture window so really could see out unless went on the bed. Room did have a mini fridge.
Oslo Deck Inside Cabins, Outside Cabins

Port & Shore Excursion Reviews