I would like to start by saying almost all the employees on the Breakaway were amazing! Two employees went above and beyond to make our experience with Norwegian unforgettable: Antonio (the steward for our room) and Roberto (the waiter ... Read More
I would like to start by saying almost all the employees on the Breakaway were amazing! Two employees went above and beyond to make our experience with Norwegian unforgettable: Antonio (the steward for our room) and Roberto (the waiter at Wasabi).
Unfortunately our trip was also unforgettable for not great reasons.
When booking our cruise, I was impressed with the values of Norwegian Cruise Line, however we did not have the experience outlined in your values. The staff at guest services were not customer centric. They did NOT put customers first, and were NOT proactive in serving the best interests of the customers and did NOT exceed our expectations.
Three friends and I came on this trip for our 30th birthdays, three of us turned 30 within the past month. We were excited to reconnect and sleep. Yes sleep. Two of us have 1 year olds and one has a 2 year old, who were home safe with our husbands. If you have young children, you will know that sleep is sacred! Leading up to our trip we were saying how excited we were to finally sleep through the night.
Night one, I was up all night due to a noise that was coming from above us. It sounded like screeching and banging and lasted almost all night, it would stop for 10-15 minutes and then there would be a loud screech and big bang. We didn’t say anything night one as we were hoping it was a one-time thing. I also asked at the time of booking our rooms, if it was a quiet location and I was told yes. So this noise was quite a surprise.
Night two, my friend, in the connecting room 5806, and I were up all night from the noises. We all used earplugs and had a loud noise machine going on all night. The noises from above could still be heard above the loud machine and earplugs. (Please see attached video of the noises that we herd every night of our cruise.) That morning, we went to talk to guest services. We were told to call when we heard the noise and that there were no other rooms available on the ship, as it was fully booked.
That night when we were getting ready (around 6pm) we called because we heard the noises. (We did not mind the noise during the day but called just so they knew what we were hearing.) A woman came to our room and agreed with the noises. She stated that the restaurant Teppanyaki was above us and noises were the chairs being moved along the floor. We explained to her that we didn’t mind the noise during the day but that we go to bed around 11pm and that the noise is still going on all night. She stated that they would talk to the supervisors for the restaurant and ask them to be quiet. That night (night three) the noises continued and we called more.
We continued to call one night 4, as the noises continued to keep us up throughout the night.
Night five there were still loud noises, the cruise was nice and gave us a complimentary show, but that did not help our lack of sleep. They kept saying there was nothing they could do; the ship was booked.
Night six the noises continued more. We called because the noises were the loudest it hard ever been. We were told they would investigate. 20 minutes later the noise continued. I called again, this time the woman on the phone was not kind and seemed annoyed with us. Mind you, we are the ones that are not sleeping. I reminded her that the noise was coming from the restaurant and it was midnight so it should be closed. She then stated to me “well you go check and tell them to stop yourself.” I will admit; I lost it. It is now night 6, and I had not slept for 6 nights. She gave me attitude for something that they told us to do. Guest services told us to call when we heard the noise so that they could ask the restaurant to stop. I was floored by the lack of integrity, which is one of Norwegian’s core values. She in no way conducted herself with respect. I went to guest services and asked to speak with a supervisor. At this point I was so upset, I was shaking and almost crying. Louis was the supervisor on duty. He told me that there was no guarantee that they could stop the noise, this was the first time we had heard this. I stated that I did not understand why the noises were happening because the restaurant is closed around 11pm. (we had 9:15 reservations the first night at Teppanyaki and were the last ones in the restaurant at 11pm, so we knew.) He then told me that they were “running a business.”
Norwegian’s “business” is customer service and customer satisfaction. This is the opposite of what we experienced.
He then told me that I needed to call when I got off the ship because there was nothing they could do and gave me an IT#. He also said that they could find a place for me to sleep that night but just me, not my friends. I declined, as I was not going to go sleep somewhere myself and previously they told me the ship was completely booked so I wasn’t sure where this room came from now on night 6.
When I get home from the cruise, I called Norwegian and spoke with Ashley. She informed me that she as well could not do anything and that I needed to fill out this form online. That is why I am completing this form and attaching the video of the noises we heard every time of our cruise. This video was taken Friday night.
With all this said, I am extremely upset with the way that our concern was handled (or lack of it being handled) on the ship. It is unacceptable to just tell a guest to call everything they hear a noise. It is also acceptable to treat anyone in the manner in which I was treated, especially by a company who’s mission statement is, “To provide a consistently superior cruise vacation by exceeding customer expectations and embracing our passion for innovation that delivers freedom and value for our guests, travel partners, team members and shareholders.” Read Less