Nieuw Statendam Review

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

Review for Norwegian Fjords Cruise on Nieuw Statendam
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10+ Cruises • Age 60s

Rating by category

Value for Money
Public Rooms
Fitness & Recreation

Additional details

Sail Date: Sep 2019
Cabin: 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.

Cabin Review

Verandah Stateroom

Cabin VS

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.

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