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Norwegian Gem Cruise Review
4.0 / 5.0
Cruise Critic Editor Rating
2,530 Reviews

Not the best cruise company experience

Norwegian Gem Cruise Review by h193r

1 people found this helpful
Trip Details
  • Sail Date: Nov 2019
  • Destination: the Caribbean
  • Cabin Type: Mid-Ship Inside

1. Before we booked the cruise I specifically asked the NCL sales person what would happen if the price decreased after we booked. I was advised we would be offered a portion of the difference as onboard credit. A couple of months after we paid, the booking price decreased by $400.00 for a two week period beginning a month before the sail date. When we inquired about the decrease, we were instead offered a cabin upgrade, of which we declined because we indicated that cabin type was not important to us. Also, a family member is prone to motion sickness, so we wanted to keep the midship cabin location we selected when we booked to minimize the possibly of motion sickness. There was no offer of any onboard credit given (we were declined when we subsequently asked both before and during the cruise).

2. A hostile spa employee who yelled in the spa hall and scolded us from 30-40 feet away because we were unattended in the hall looking for a family member on day one when spa tours were occurring.

3. Engine exhaust fumes (it was not paint or other ship maintenance fumes) in the cabin for the entire time (11:30 P.M. arrival to 6:00 P.M. the next day departure) in port in St. Thomas. We reported it in person to guest services 3 times until 2 A.M., who acknowledged there was an issue in multiple areas of the ship. One explanation given was that it was caused by a downdraft making the ships exhaust to get blown back into the ship. We were concerned about carbon monoxide. The housekeeping management subsequently indicated there were CO detectors in the cabin that would alert if there was a problem. That wasn't very comforting. It didn't make for a good night sleeping.

4. Lack of attention on two different days to our single person dining needs in the dining room. (Water not refilled, food not served for 15 minutes due to staff change, not asked if food was okay, and no salt/pepper/sugar on the table). Two of the three of us seldom ate in the dining room as a result.

5. Rolling cart noise on many days and associated clanging/banging sounds when apparently things fell from the cart. These sounds, which were in the wee hours (2 A.M. to 5A.M.) of the morning waking us up, came from behind, above, or below the cabin walls and were not from the hall.

6. Had a very difficult time (finally giving up after three attempts with no success) of being transferred between departments while trying to get pre-cruise phone assistance a couple of days before sailing with our designated NCL representative regarding item 1 above. We were advised by another rep that a possible reason for that could be our cruise sales consultant was no longer available due to possibly either leaving NCL or changing jobs, because she wasn't found in a NCL directory. We also received no reply to an email regarding this issue in item 1 sent to this consultant 3 weeks before sailing (which was the same day we talked with her by phone).

We've done 7 cruises with 3 different companies in the last 2 years and this is the first time we had a negative experience.

h193r's Full Rating Summary
Onboard Experience
Enrichment Activities
Value For Money
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Cabin Review

Mid-Ship Inside

Quite small but extremely well kept by the cabin steward.

Port & Shore Excursion Reviews

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