Our overall rating of this cruise is poor for multiple reasons, the number one being the lack of compassion and assistance from the Guest Services staff when we learned of a family member back home being in critical condition. When our family tried to contact the ship to speak with us, NCL informed our family we were not on the ship. Knowing this was incorrect, our family eventually contacted the United States Coast Guard who assisting in locating us onboard the ship. We followed up with Guest Relations who could not provide us an answer as to why we couldn't be located and responded "does your family know your names?" When we tried to get assistance from Guest Services to book emergent flights home and inquired about internet access since we didn't have cell service, they tried to sell us an internet package, but subsequently stated we had to wait for the internet services crew to arrive to work because their shift had not started yet (despite being on a boat). We asked for a manager who also tried to sell us an internet package. Since the staff was no help, we continued to try to use our phones until we neared the island of Kauai and got service. We booked immediate flights and asked for assistance off the ship. Again, no assistance was provided in helping us off the ship or assisting with transportation to the airport.
In addition to the obviously pressing issues above, my wife's luggage was damaged by staff when initially boarding the ship. The staff attempted to fix the wheel, but while leaving the ship, the repair fell apart.
We additionally had paid extra for a speciality dining experience. We had terrible service not even receiving the pre-dinner appetizers. Our water glasses were constantly empty. We inquired about our food and sides on multiple attempts but eventually left the restaurant due to such terrible service.
The cabin itself was nice. The highlight of our trip was our room attendant who cleaned the room daily. She was very enthusiastic and positive, and was one of the only highlights of this trip.
We used Hoppa-On, Hoppe-Off. This was a great way to see Hilo.
We walked around the shops in the area and had lunch. Kona Brewing Company has a really great atmosphere.
We had to leave the cruise due to the aforementioned issues.