We tried this cruise because we liked the idea of the things it had to offer (go karts, mini golf, laser tag & the waterslide). We also picked it for the convenience of leaving out of New York. The embarkation process was frustrating because everyone acted like we were just supposed to know where to go. We were told to wait in an area for a given group to board. There was no organization to this method. It was basically a free for all for boarding. The staff while being friendly did not seem to go out of there way for anyone. I had to ask my room attendant 3x in 4 days before he remembered to leave me an extra towel each day. We "bid on the room upgrade" and were told we would know up to 48 hours before our cruise if our bid was accepted. We received an email rejecting our bid in less than 48 hours before our cruise. We had bid on a spa balcony upgrade. If our bid had been accepted the thermal spa would have been included so we did not purchase the thermal pass online prior to the cruise. Once we received our rejection email we tried to purchase the spa thermal pass online (it was $20 a person cheaper online). We were not able to purchase it online any longer because it was less than 48 hours before departure. Once on the ship we did purchase the thermal pass. We asked guests services and the spa manager and no one was willing to credit us the $20 each price difference. All things aside the thermal spa was probably one of the best parts of our cruise. We made sure to visit every night. However it does close at 10pm. I wish it stayed open later. Our room attendant was not very attentive. We did not receive one days flyer about the next day events nor did we receive our disembarkation instructions in our room. If we hadn't heard someone else talk about it we wouldn't have known. We skipped a port due to the weather and were given a $16 refund on our account. That was it. No explanation of the credit or anything. Again another guest overheard me questioning the credit and told me. Bring a reusable bottle, bottled water is not included. If you want a soda you have to fight all the people getting drinks at a bar to get a soda. This is includes children ordering sodas at a bar. There is no public soda station. Laser tag was a lot of fun but make sure you book your session early. The go karts was fun until a kid kept swerving and I tried to pass him. He clipped the rear of my car and I was told to watch my driving. We were overcharged on my credit card after leaving the ship. The amount on my app and my final bill left at my room the morning we disembarked were one amount and yet my credit card was another. I was told it was a mini bar charge after the fact. There was no mini bar in our room. Our fridge had a Red Bull, a couple of canned sodas and a bottle of water all of which we never touched. We saw our room attendant the night before we left (after he "inspected" the mini bar) and he said we were all set. There was no charges. I tried to talk to customer service and NO ONE will talk to you after the cruise. You have to file a claim by email and wait for a response. (I filed a dispute with my credit card company also.) I filed a claim on 12/17/19 and have to receive even so much as an email. While we enjoyed our cruise I am disappointed with Norwegian's customer service and lack of caring. I had heard better things about them. We will be returning to Royal after this cruise. The food on the 13 day cruise started to get repetitive by day 9 or 10 and the ship started running out of wines and other items.