I’m usually not one to write reviews, and I’m usually a pretty easy going passenger. Things happen, mistakes are made, it’s never a big deal. But this most recent trip - 4 nights from LA to Vancouver - I was so disappointed!! Truly! We booked a mid balcony room (no complaints there, great as always) and we had the premium plus drink package. Drinks were great, food was alright (complimentary meals are 6/10 but still good. As always, the more you spend the better quality you get).
This next part is long winded but please read until the end.
When we booked our room we pre PAID for tips and service, and somehow between reservation and embarkation that disappeared, and we were charged $40 a day on top of the pre pay reflected on our statement. We had a total of $574 as of night 2. We were charged $100 from my credit card, won $1000 cash in the casino and put $600 on our room, so that night our balance on our room was -$25. For NO REASON, Norwegian charged my credit card $1000. $1000!!!! For no reason, our balance was in the NEGATIVE. My credit card immediately sent me a message, assuming the large charge was fraudulent, and did not allow the charge. Because that charge did not go through, they put a hold on our room. When I went to resolve this issue, the guest services clerk was very short with me, said “your card is not working. Don’t know why. Call your credit card company, but you need to do it from your room.” They wouldn’t even offer me a free phone call. I connected to the Wi-Fi and through my app, verified that my card was not on hold, was still working perfectly fine, and the issue was with them, not me. After showing them my app, the clerk went and spoke with the financial department, and I was told everything was magically working fine now. The next night, my room was once again not charging anything, and I finally lost my patience a bit with the front desk. As *soon* as I threatened to take this issue higher, and that I had the statements showing that the EXACT time they tried to charge me $1000, my room balance was -$25, my room card is magically working again and everything is being charged correctly. Im honestly a bit soured towards Norwegian after this experience. It just feels icky. Why charge my card so much when my account was balanced? I plan on calling Norwegian as soon as I get home, because everyone on this ship seems in a rush to get you out of their face and not handle the issues. I’m obviously not a extremely high paying customer, but I’m disgusted by the charges. Why charge $1000 to my room when I owed nothing? Why put a hold on my room and tell me it’s the fault of my credit card company, when it was not, and then tell me to go make a call from my room instead of fixing the issue? (A phone call from your room costs 4.99 a minute by the way) I would look for other cruise lines, it seems after the pandemic the service towards lesser paying customers is just very lackluster.