I will start by saying we are Platnium Plus cruisers with a decade long history with NCL 40+ cruises. We were using a Cruise certificate from Caesars Ent. to book the cruise and we were told we had a choice of 2 perks. We opted for Gratuities and WIFI. So we arrive on the ship and I try to log in and can't. I did notice on the TV my name is misspelled so I figured if they had it wrong there maybe the internet had it wrong as well. I was correct using the misspelled last name I was able to log in. Once logged in I noticed we had the 60 min free from being Platnium plus but no 250 min from the perks promo. So I head down to the internet service desk for assistance and need to wait 30 min till he arrives. While waiting I get in customer service line 20-30 people hoping they may be able to fix the misspelled name. After the 30 min wait CS advises they cannot fix the name the Internet may be able too. So I go back and the internet desk tells me that it would just be easier to " misspell my name for the cruise if I can log in that way ". I then ask about the 250 and was told that would not show up until after I had used the free 60 min. So after the 2nd day, 60 min is all used up and there is no option for the 250 min wifi perk. I then go back to the internet desk where he actually looked it up and said I did not have any wifi package and to go to customer service. By this time I realize I am getting nowhere so I buy a package so I can use the internet to go find proof that I had a perk of 250 WiFI minutes when I booked. I was able to find the email with the AMENITY Invoice clearly showing Internet Package (250 Minutes or 1000 MB) per day 1 in cabin stateroom. Feeling validated that I was correct I again run downstairs and patiently wait my turn in line for the 3rd time to show them I should have received a wifi package. I showed amenity invoice to the desk clerk and he looked it up and said he did not show anything and would need to communicate with the corporate offices. The next day I get a call from the front desk and they advised me that Corporate said I didn't have a package and that I could call them when I return. I paid $179. internet fee and will probably just dispute the transaction with my CC company. My experience with the OLD NCL was vastly different they used to bend over backward to accommodate the guest especially a long term highest level Lattitudes member. Employees were empowered to make it right and fix issues.

We noticed service failures throughout the trip the Anytime dining option on the ship was anything but. The first night we went down to Savor, 1 of 3 main dining venues at 5:10 we were told to come back in 30-40 min we returned at 5:45 and my wife asked if our name had been called yet and the host said no. My wife then asked how she knew if she didn't know our name or cabin number we patiently waited for another 20 min and were finally sat at 6:10. Dinner service was more of the same and I saw why there was no turnover from the tables 10 min to get bread and water, needless to say, we did not see the 7:00 show. We quickly determined that dining reservations were essential and booked them all the first night. Even with reservations, we waited 20-30 min. My other meltdown was we had booked an NCL excursion and the meeting time was 12:00. I wanted to get a hamburger before we left the ship so we went to the garden cafe and were told that they don't start serving lunch till11:30. Staff told us to try the Local so we head down to the 7th floor and were told they were closed till noon so back to the Cafe where it's almost 11:30 and the lunch buffet is open but the hamburger station wasn't converted over from breakfast. My complaint is your on a "cruise" and you can't get a hamburger @ 11:30. We used our Platnium PLus free dining at Cagney's and they have changed some menu items they finally have surf and turf back on the menu with a real filet and lobster, not shrimp. However, that is a $19 surcharge when using your dining certificate. I could go on and on about the disappointments and to be honest, we have tried almost all the other cruise line and the only other line we like better CRYSTAL we can't afford on a regular basis so I guess we just suck it up and realize that NCL is just another cruise line!