We noticed a difference in Service just since our last Norwegian Baltic Cruise in 2017. At first, it was subtle differences like short staff in the dining rooms, failure of wait staff to enter orders to the kitchen and also no towel art. Towel art is insignificant but just a sign of not going beyond expectation to make passengers feel special.
The perceived amenities like special dining package, free Wi-Fi and unlimited drinks are nothing but a marketing tool to get bookings and of no or very little value.
The specialty dining package had a service fee of $15 per person per meal. That is not FREE. We did not use it. False advertising.