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We did not choose the cruise as friends of ours picked it, but we did not think it could be as terrible as it was. Literally from the second we booked we had problems. I booked online and when I tried calling them to make changes they told me they couldn’t help because we booked through the South African website...meanwhile we are in PA. We were recommended to call the international line (which we can’t since we are in the US!!) After going on for 10 minutes on how she couldn’t help us with anything cause she “wasn’t allowed to touch it” due to it somehow being an international booking, she says “can I help you with anything else?” To which I responded, “you literally told us you can’t help with anything so why would you say that?!?” And hung up. We got another girl on the phone and she said she couldn’t do anything and that we would be paying for the cruise through the bank of London for it being an international booking...which AGAIN we did not do, and we’d have to pay an exchange fee for the money. It took hours and hours and multiple different calls to finally get our reservation changed. After all that we booked our transportation through NCL (BIG MISTAKE). Not one person had us on their list for pickup from the airport, and all they even did was call the hotel which we could have done. AND on top of that the hotel took 30 minutes to pick us up. After debarking we were supposed to go back to the same hotel for one night but the transportation people had us going to the airport and said they are only going to the airport...HOW ARE WE PAYING FOR SOMETHING LIKE THIS AND THEY HAVE NO IDEA WHAT THEY ARE DOING?!?!?. After a solid 45 minutes they told us to get on one bus, we sat for 10 minutes and they told us to get off as it’s a different bus going to the hotel, only come to find out that that bus we get on has to go to the airport first.... Everything about the ship was horrible save for a handful of crew members. Even getting on the ship was so lackluster...you get on on just a random deck in a hallway with no idea how to get anywhere and no crew member explaining anything. At least with other Disney and Royal Caribbean cruises you enter into a grand atrium or something, this we just had to take a walk around the outside deck only to enter into a thousand people waiting for elevators. A solid 80% of the crew members had no idea what they were doing nor did they know anything about the ship or its services. First day we ask guest services how our drink package works. She says we can get anything we want and there is no limit....of course we didn’t trust this and had to find someone else who explained how it actually worked. Their dining reservations team were also completely useless...they had no idea what they were doing and had ZERO customer service skills. Just getting their attention for them to look up from their computers was hard enough and when a guy finally did, he just told us that the reservation we wanted was unavailable and he went back to whatever he was doing, instead of trying to find something else for us. It was much easier using the touchscreens for reservation, so you wouldn’t have to deal with actual people. Most of the host/hostesses of the restaurants would barely look up from what they were doing when people approached, you just had to guess if you were supposed to go up to them or not. They would flat out ignore anyone who stepped up to their podiums until they felt like helping someone. Half of the wait staff was like this too, they would only go to your table maybe once to take your order, and then you would never see them again, only the staff who would bring the food to the tables. Again, there were some staff members who were terrific and really stood out, it was very HIT OR MISS with all of the staff onboard. Now for the ship and how poorly it is taken care of. It is also terribly organized. Everything is extremely cramped and you truly do feel the other thousands of people onboard. All restaurants and activities are crammed either on 6,7, or 8 or 15. Walking on 6,7, or 8 you almost always had to navigate a maze of people and there were lines galore. That’s probably because of the bars being staffed with only 2 bar tenders each who would only help the guests who were the loudest and most obnoxious. And with the drinks, almost every bar made them differently, no consistency with drinks. I had bar tenders look at me multiple times as I tried to order a drink, and they would flat out ignore me and help the loud drunk woman who just walked up to the bar. Here’s another instance of terrible customer service. While getting back on the ship after one of the ports, they had two lines open for the metal detectors. Everyone was splitting up going to whichever line was lower in numbers. Only all of the sudden a woman in security just stopped one line and rudely forced guests to wait in the longer line, only to open up her side for random guests. There was no rhyme or reason to what she was doing. Lastly, we did one shore excursion and it was NOT AT ALL what it was described as. It said it was supposed to be a relaxing beach break on Tortola, only to find out they drop you off with the other thousands of tourists on a tiny beach where there was nowhere to sit unless you walked 100yards down to the other side of the beach. Overall would definitely not ever go on another NCL cruise, NOT worth the money!!!

Terrible Cruise

Norwegian Breakaway Cruise Review by ZachS5

1 person found this helpful
Trip Details
We did not choose the cruise as friends of ours picked it, but we did not think it could be as terrible as it was. Literally from the second we booked we had problems. I booked online and when I tried calling them to make changes they told me they couldn’t help because we booked through the South African website...meanwhile we are in PA. We were recommended to call the international line (which we can’t since we are in the US!!) After going on for 10 minutes on how she couldn’t help us with anything cause she “wasn’t allowed to touch it” due to it somehow being an international booking, she says “can I help you with anything else?” To which I responded, “you literally told us you can’t help with anything so why would you say that?!?” And hung up. We got another girl on the phone and she said she couldn’t do anything and that we would be paying for the cruise through the bank of London for it being an international booking...which AGAIN we did not do, and we’d have to pay an exchange fee for the money. It took hours and hours and multiple different calls to finally get our reservation changed.

After all that we booked our transportation through NCL (BIG MISTAKE). Not one person had us on their list for pickup from the airport, and all they even did was call the hotel which we could have done. AND on top of that the hotel took 30 minutes to pick us up. After debarking we were supposed to go back to the same hotel for one night but the transportation people had us going to the airport and said they are only going to the airport...HOW ARE WE PAYING FOR SOMETHING LIKE THIS AND THEY HAVE NO IDEA WHAT THEY ARE DOING?!?!?. After a solid 45 minutes they told us to get on one bus, we sat for 10 minutes and they told us to get off as it’s a different bus going to the hotel, only come to find out that that bus we get on has to go to the airport first....

Everything about the ship was horrible save for a handful of crew members. Even getting on the ship was so lackluster...you get on on just a random deck in a hallway with no idea how to get anywhere and no crew member explaining anything. At least with other Disney and Royal Caribbean cruises you enter into a grand atrium or something, this we just had to take a walk around the outside deck only to enter into a thousand people waiting for elevators. A solid 80% of the crew members had no idea what they were doing nor did they know anything about the ship or its services. First day we ask guest services how our drink package works. She says we can get anything we want and there is no limit....of course we didn’t trust this and had to find someone else who explained how it actually worked.

Their dining reservations team were also completely useless...they had no idea what they were doing and had ZERO customer service skills. Just getting their attention for them to look up from their computers was hard enough and when a guy finally did, he just told us that the reservation we wanted was unavailable and he went back to whatever he was doing, instead of trying to find something else for us. It was much easier using the touchscreens for reservation, so you wouldn’t have to deal with actual people. Most of the host/hostesses of the restaurants would barely look up from what they were doing when people approached, you just had to guess if you were supposed to go up to them or not. They would flat out ignore anyone who stepped up to their podiums until they felt like helping someone. Half of the wait staff was like this too, they would only go to your table maybe once to take your order, and then you would never see them again, only the staff who would bring the food to the tables. Again, there were some staff members who were terrific and really stood out, it was very HIT OR MISS with all of the staff onboard.

Now for the ship and how poorly it is taken care of. It is also terribly organized. Everything is extremely cramped and you truly do feel the other thousands of people onboard. All restaurants and activities are crammed either on 6,7, or 8 or 15. Walking on 6,7, or 8 you almost always had to navigate a maze of people and there were lines galore. That’s probably because of the bars being staffed with only 2 bar tenders each who would only help the guests who were the loudest and most obnoxious. And with the drinks, almost every bar made them differently, no consistency with drinks. I had bar tenders look at me multiple times as I tried to order a drink, and they would flat out ignore me and help the loud drunk woman who just walked up to the bar.

Here’s another instance of terrible customer service. While getting back on the ship after one of the ports, they had two lines open for the metal detectors. Everyone was splitting up going to whichever line was lower in numbers. Only all of the sudden a woman in security just stopped one line and rudely forced guests to wait in the longer line, only to open up her side for random guests. There was no rhyme or reason to what she was doing.

Lastly, we did one shore excursion and it was NOT AT ALL what it was described as. It said it was supposed to be a relaxing beach break on Tortola, only to find out they drop you off with the other thousands of tourists on a tiny beach where there was nowhere to sit unless you walked 100yards down to the other side of the beach.

Overall would definitely not ever go on another NCL cruise, NOT worth the money!!!
ZachS5’s Full Rating Summary
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