Let me start by saying, our weather was wonderful the seas were like glass. The food was good. Our room was lovely and very clean. And because of that I have given this a 2 rating. However please continue to read so that this does not ... Read More
Let me start by saying, our weather was wonderful the seas were like glass. The food was good. Our room was lovely and very clean. And because of that I have given this a 2 rating. However please continue to read so that this does not happen to anyone else again.
We had booked the aft penthouse suite 8132. We paid full price and did not get any discount for upgrades. This is our 6th time booking a suite with NCL., and have always had been treated with VIP service,until this cruise. Even as I am writing this, I don’t know why this had to happen.
NCL lost our “cruise identity”, and this snowballed into a blizzard of problems.
When we arrived to the port of NY, we were directed by 5 different agents to the Gold Members check in line,( this is our 6th suite with NCL and always had priority check-in).We have ALWAYS been greeted by a priority/concierge member. What is going on we thought? So after 2 hours in line, we allowed to check in. Indeed we showed all of our paperwork, gave a credit card and took our picture. Then the attendant looked puzzled, and after a few minutes of computer work looked up at us and said “Oh here is the problem. You are NOT in 8132, you are in 9132! Don’t worry I fixed it! We KNEW this was not right and our first knee jerk response was where is our luggage going? Is this a suite? We paid for a suite! Where is our concierge? He told us to go to Priority check in, Really?? Now you can send us there. Our Concierge Cholette met us and said do not worry you are in suite 8132 I have your key card here. I will fix everything, (and we believed she would.) They then escorted us onto the ship. We went to board the ship and have our key card swiped. The security agent looked up and asked us to step out as we were not checked in. What? We just waited over 2 hours? He said you never took a picture. (OF COURSE we took a picture) Stood on the deck for over 45 minutes while the Concierge staff made phone calls, finally we were escorted to Cagneys, and in front of everyone we were asked for our passport and keycard! Mortifying! What is going on! The next morning we met with our Concierge, told her this is unacceptable, we had lost several hours of our first day, she said she would see what she could do. Later that day she called and told us there was nothing that could be done. It was not their fault! Really?
But wait, this was only the beginning.
We returned to our room and there was a letter stating that because we had not swiped a credit card we would not be allowed to make any purchases until we reported to guest services. What? We went and asked them to check 9132 for our card, after at least half hour The guest services representative returned and said; yes we found it linked to 9132. She was very apologetic and said she fixed it. And, we believed everything was fixed.
Our concierge called our room later that day and said she was very sorry, but there was nothing they could do for us. The port staff is not part of NCL. Really? ( our first lesson learned, port staff is not employed by the cruise line)
Later at the Captains cocktail hour we sat with Humberto – manager of guest services, he listened to our tale and apologized. I said this is NCL, I know you will be able to make this right. Why have I wasted my first 2 days arguing for a mistake I did not cause and could not get fixed?? He got back to us the next day and said all he could do was give us $50 OBC. I stated, “You do realize we will never cruise with NCL again?” He said “I am sorry to hear that”
But wait there’s more!
The next day we have our first port, Sydney ,and hand our key card to security. We were informed that we must report to guest services because the only photo attached is from our pass port. Humiliated, embarrassed and degraded and now drained of energy from fighting every day. I started to cry. he said “ Go enjoy your day, I will make sure you get back on board the ship and go to guest relations when you return”. We of course went to guest services and she AGAIN apologized. We said “is this fixed now?” She replied,” Yes I believe it is.”
We heard from Humberto again, he has now given us $125 per person OBC. He asked if we wanted to make a formal complaint with a case #. I said no. We had given up a lot of time already and frankly wanted to go on with our vacation.
But wait there’s more.
This affected our internet package. When we went to log on. A notice said we said we didn’t have one. It is one of the perks of having a suite, we knew we had one. The internet café tech was great, yes, it was linked to the other room, and after 4 HOURS was able to fix it. Said he had never seen this problem before.
Our specialty restaurant reservations were now listed as a table for 4 (my guess is that we were now linked to the other room) No one was able to get that corrected. Very upsetting that every time we went to a specialty restaurant the had to find us a table for 2, not 4.We are now the couple from 8132 who complains about everything. Staff is starting to avoid making eye contact at this point.
Our photos? Oh yeah, they were nowhere to be found. My guess is that they were linked to the other room.
Every day we had to go to guest services to check on our credit statement. This problem followed us around for the entire cruise.
So the lessons we have learned are invaluable:
When things don’t seem right at embarkation ask for a manager immediately. Most of your cruise is linked to everything they swipe and enter into the computer. One mistake can ruin everything.
This should never have happened, but it did. I have made a formal complaint since I have been home. I truly have lost my confidence in NCL to be able to make this right. Time will tell. Read Less