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Norwegian Escape Cruise Review
4.0 / 5.0
Cruise Critic Editor Rating
2,810 Reviews

Customer Service was terrible

Norwegian Escape Cruise Review by KelD85

2 people found this helpful
Trip Details
  • Sail Date: Oct 2019
  • Destination: Bermuda
  • Cabin Type: Inside Stateroom

My family and i went on the norwegian escape because a family member of ours was getting married on the ship, and a good amount of us (60+) decided to take the week and sail together. My family and i had an absolutely terrible experience.

Originally boarding ship; we were told to wait on one line, and we waited for 45 minutes before we were told we were in the wrong line! The original staff member that put us in the wrong line walked away instead of taking the second to apologize to myself and about 10 other people in my family who all waited in the wrong line.

While waiting to board ship, staff members kept telling us to keep the aisle clear. I crossed the aisle at one point to reach a staff member and ask where the bathroom was so that i could change my child's diaper. Another staff member immediately approached me to keep the aisle clear - for crossing it for two seconds to ask another staff member a simple question! Staff members immediately very rude.

Leading up to our cruise, my husband and i called the norwegian cruise line multiple times asking if we could have a room upgrade. We went on the cruise to attend a wedding, and were locked into a group pricing discount. Members of the wedding that we attended paid the same price as us and had better rooms than we did because they received free upgrades. However, my husband and i needed the upgrade because we have a one year old and needed a room with a bathtub in order to bathe him (and just extra room in general). We were told multiple times to call back closer to departure date. When we did this, we were told it was “too late to receive an upgrade and ask again at check in”. We asked again at check in and were told to ask guest services once we board the ship.

When we got into our room, we were given an inside state room. For two adults and a child, this room was entirely too small. It was too small for one person, let alone three. We needed to keep all of our luggage in the closet and take down a murphy bed above our actual bed to keep our luggage out of the way. As told, we called guest services for an upgraded room and were told that once boarded, it was too late to upgrade rooms.

Being that we could not upgrade, we asked guest services to bring us a crib for our one year old child. The crib was unable to fit in our cabin. Even with all of our luggage tucked away in closets/the murphy bed - we could barely fit ourselves in the cabin, let alone this crib. We were still not given an upgraded room, while other people we sailed with had luxury rooms for two adults, no children!!! (For the same price)

Our first night at the manhattan room, our waiter expressed his annoyance with us switching to the table behind us to sit with another member of our reservation party who was seated completely by himself at a table (while we had a reservation of over 60 people, and he was the only person seated alone). We felt bad that he was sitting alone, so a few of us got up and sat with him. It is understandable that this may have frustrated the waiter, but as a former employee of food service, expressing this to your customer is extremely bad taste.

We used the youth center daycare for two nights so that my husband and i could enjoy a night out. The youth center counselors told us that if our child cried for ten minutes, they would page us. They asked what they could do to console the child if he was crying, and my husband told them to pick him up, rub his back, check his diaper, or just simply play with him. I witnessed the counselor write this down on her ipad during the registration process.

On the night we put him in the daycare, i had been paged within a half hour of putting him in and was told that he was “upset for a while now” (10 minutes). When i got down there to check on him, they brought him out in his stroller, with his shoes and day outfit still on (they asked me to provide pajamas so that he could be changed into them, which i did). He had not been picked up, changed, or allowed to play with other children to distract his crying. Why was i paged when nothing had been done to try and console my child? As soon as i picked my child up and took him out of his stroller, he had stopped crying. I changed him into his pajamas that i had provided for the youth center staff in my child’s bag. This was not done for me. They then charged me for leaving him there for two sessions (an hour and 50 minutes per session) when he had only been there for 30 minutes.

I ended up taking the child from the youth center and watching him myself for the rest of the trip. I do not understand the reasoning for asking parents what the staff can do to console your child if these steps are not going to be taken and they are going to page the parents regardless (while still charging them).

Whenever i tried to push my child in his stroller down the cabin hallways to get to our stateroom, housekeeping was constantly taking up the halls with their carts up until 8:00 pm! The halls are already too narrow to get by with these carts in the way, but with a stroller, it was close to impossible. We had to move them each time. On the first night, they were still cleaning rooms until 8pm at night (what were they cleaning if guests hadn't even spent a night there yet?). There was always one steward in particular who kept getting annoyed at me for having to get by, as if expecting me not to use my stateroom for the duration of my trip. I did not get this staff member’s name.

Whenever i would try to get by, the steward would pretend he did not notice me struggling, as i clearly saw him see me and then walk in the opposite direction and into a stateroom. My husband would have to move the housekeeping carts himself. If this steward did happen to move his cart, he would express a very obvious annoyance and once told me he “had to do his job”. His “job” includes being courteous and accommodating to cruisers, even those with children that are in strollers.

As a cruise ship leaving out of new york city, the staff should have expected most guests wanted to watch new york yankees playoff games and the new york giants. When these games were on, bar staff would refuse to turn off golf and put these games on. One night, a member in our cruise party went to guest services and asked them to put football on. When they finally obliged, 95% of males on the cruise were all gathered together watching this game on every television that it was displayed on. Another night, the baseball playoffs were on with the new york yankees, and guest services refused to turn off golf. They told us they “did not have this channel”, when they played football on the same channel the night before. They then told us “the game wasn’t on” when it most definitely was. A lot of new yorkers on this boat were annoyed that guest services could not do a simple task of changing a tv station to accommodate the majority of their guests sailing out of new york.

Outdoor custodial staff members need to do a better job of keeping the outdoor area dry - my one year old slipped on water and hit his head on the concrete floor!

While eating lunch in the buffet one day, there were no high chairs in sight and i had already placed my bags and plates on the table. I asked a nearby buffet staff member to bring me a highchair. He said okay, disappeared and never returned. Expecting him to return, i sat my child on my lap and struggled to feed him and myself until my high chair arrived. I eventually had to ask another staff member for a highchair and that person finally brought one to me.

My first night dining at o’sheehan’s, i asked the waitress for one thing on the menu and she did not understand english very well. She kept telling me she did not understand what i was ordering. She brought me something entirely different than what i wanted.

Our last night dining at the manhattan room - we were with a reservation group of three tables. All tables finished their dessert before we even received our meals. it took an house for us to receive our meals.

KelD85's Full Rating Summary
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Cabin Review

Inside Stateroom

Terrible - entirely too small. Norwegian Cruise Line knew we had a child traveling with us, as they had him in the youth center list - they should know an inside stateroom is too small for two adults and a child that needs a crib.

If you are traveling with a child that is still in a crib and/or stroller - do yourself a favor and attempt an upgrade. (We asked for one and did not receive one - but try). Our child had to sleep in the bed with my husband and I. He's one year old. We also had no room for luggage storage and had to pull down a Murphy bed above our own bed to store luggage. This got me really nervous that if the Murphy bed had fallen or broke, it would fall on my child's head because the bed was the only option for him to sleep!

Port & Shore Excursion Reviews

New York (Manhattan)

We left out of New York, where my husband and I live.

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