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Big mistake. We weren't told at the time of booking that the ship was being refurbished but thought at least things will be updated. Nice. Well the toilets didn't work on the first day and few, if any, restrooms in the public areas were available. The toilets worked intermittently for the first few days. Our cabin's heating/air conditioning worked intermittently as well. We stayed in a hotel that lacked hot water but for some reason there was no cold water, at times, in our shower and no way to cool the scalding hot water. The shore excursions desk people were unfriendly and not helpful. They could not or would not answer any questions about any upcoming port. Usually, with any cruise, the customer service desk is busy the first or second day of the cruise. On this cruise there was a line of at least 10 to 20 people every day and the phone system didn't always work and when it did work, no one answered anyway. Only recourse was to wait, often more than an hour, at the customer service desk. Our first port, Haifa, was a disaster. For some reason the crew on the ship was holding everyone and, having been released to go on our shore excursions, had to wait in the stairwell. If their concern was to limit exposure to COVID-19, then holding several 100 people in a congested staircase is a bit guided. The fact that we have been given the runaround on our 25% refund, the lack of involvement by the officers, and overall abysmal customer service tells me that these problems are endemic to Norwegian Cruise Line.

Has anyone received their refund

Norwegian Spirit Cruise Review by 3630greyfield

3 people found this helpful
Trip Details
  • Sail Date: February 2020
  • Destination: Mediterranean
  • Cabin Type: Balcony
Big mistake.

We weren't told at the time of booking that the ship was being refurbished but thought at least things will be updated. Nice.

Well the toilets didn't work on the first day and few, if any, restrooms in the public areas were available. The toilets worked intermittently for the first few days.

Our cabin's heating/air conditioning worked intermittently as well.

We stayed in a hotel that lacked hot water but for some reason there was no cold water, at times, in our shower and no way to cool the scalding hot water.

The shore excursions desk people were unfriendly and not helpful. They could not or would not answer any questions about any upcoming port.

Usually, with any cruise, the customer service desk is busy the first or second day of the cruise. On this cruise there was a line of at least 10 to 20 people every day and the phone system didn't always work and when it did work, no one answered anyway. Only recourse was to wait, often more than an hour, at the customer service desk.

Our first port, Haifa, was a disaster. For some reason the crew on the ship was holding everyone and, having been released to go on our shore excursions, had to wait in the stairwell. If their concern was to limit exposure to COVID-19, then holding several 100 people in a congested staircase is a bit guided.

The fact that we have been given the runaround on our 25% refund, the lack of involvement by the officers, and overall abysmal customer service tells me that these problems are endemic to Norwegian Cruise Line.
3630greyfield’s Full Rating Summary
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Cabin Review

Balcony
Cabin BC
Large but poorly furnished. Had to steal chair from pool area.

Toilet, heater/ac, cold water, and phone worked sporadically.
Deck 9 Inside Cabins, Outside Cabins, Balcony Cabins, Suite Cabins

Port & Shore Excursion Reviews