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Nieuw Statendam Cruise Review
4.5 / 5.0
Cruise Critic Editor Rating
165 Reviews

Poor Customer Service inviting us to cruise with other cruise lines.

Nieuw Statendam Cruise Review by jlturk

10 people found this helpful
Trip Details
  • Sail Date: Sep 2019
  • Destination: Norwegian Fjords
  • Cabin Type: Verandah Stateroom

We chose this cruise for the Norwegian Fjord itinerary. We chose the cruise line and ship due to the fact that the ship was essentially brand new (launched December '18) and we were interested in the culinary arts offering through the advertised America's Test Kitchen. Several weeks prior to embarkation we received an email listing some of the possible demonstrations that we would see in the culinary theater. However, we found out on board that the culinary program was not being offered and no one had an explanation regarding why this was.

We spent a few days in Amsterdam prior to the cruise. During this time we received a gift from a friend in the Netherlands that included a bottle of alcohol. Knowing that we were not permitted to bring this on board we checked it in with security at the terminal during embarkation and were told it would be delivered to our stateroom on the final night. When it did not arrive and when our steward couldn't locate it we contacted guest services. They assumed it was at the terminal and told us if they located it when the ship docked they would bring it on board and we could claim it at guest services. If it was not found we were told we would receive compensation (we don't know how we could be compensated for a gift). On the morning of disembarkation we went to guest services and were met by a very cranky individual who assured us that the item was found and would be waiting for us at a desk at the end of the gangway after we left the ship; she couldn't explain why it wasn't brought on board as promised. The item was not at the desk, the individual manning the desk knew nothing about this and her attempts to reach her supervisor on board via radio were unsuccessful. We nearly missed our transfer to the airport while waiting for her to reach someone. During the entire process we felt as if we were getting the runaround and that no one wanted to assume responsibility for dealing with this. We easily could have accepted the fact that this item was lost if we were told as such. More troubling is that we contacted guest relations via email and also mentioned this in the on-line survey (which arrived in our email one hour after disembarkation) and after a week we have not received any response. This experience alone is enough to convince us to spend our travel dollars with a different cruise line in the future.

Another issue that surprised us was the wine package. We purchased a 6 bottle package shortly after boarding. Each night, except for the last, we were met with confusion when we tried to order a bottle.

Compared to other cruises that we have taken there seemed to be a paucity of things to do on board during the at sea days; we had expected to participate in the Test Kitchen events which never happened.

The ship itself is beautiful, the art on board was impressive and for the most part the meals in the dining room were good. The food at the Lido Market, however, was always cold unless we had something made fresh which was always available. The Grill was excellent but had a 39$ upcharge, the food at Tamarind was mediocre.

The musicians at the various venues were all excellent and much more entertaining than the performances in the theater; we only wished their sets were longer than 45 minutes at a time.

The ports were all great to visit and as with any other cruise we would have liked to spend more time there.

The terrible service review only applies to the customer service. The wait staff, the bar staff, the deck staff and our cabin steward were all excellent.

jlturk's Full Rating Summary
Onboard Experience
Enrichment Activities
Value For Money
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Fitness & Recreation
Shore Excursions
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Cabin Review

Verandah Stateroom
Cabin VS 5204

The cabin was spacious for 2 and very well laid out as was the bathroom. We did have some difficulty adjusting the thermostat to a comfortable temperature.

Port & Shore Excursion Reviews

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