7 Helpful Votes
Sail Date: March 2019
I’ve travelled a lot, but this was my first cruise. And it may well be my last. It was the worst vacation I have ever experienced. I chose this mode of travel as I am single and have a deadly allergy to all nuts and peanuts. After ... Read More
I’ve travelled a lot, but this was my first cruise. And it may well be my last. It was the worst vacation I have ever experienced. I chose this mode of travel as I am single and have a deadly allergy to all nuts and peanuts. After several emails, medical questionnaires and a phone conversation with Norwegian, I was advised that they could safely handle my special dietary needs. I was very excited, as I didn’t think I could ever visit these countries; countries rich in nut and peanut products. Well as it turned out, my allergy was just one of many issues I encountered while on the Norwegian Jewel for 2 weeks visiting Thailand, Cambodia and Vietnam. On a positive note, I found the ship and my cabin to be very clean and comfortable. There were plenty of staff everywhere, greeting and cleaning as they went. In fact the ratio of staff to customers was incredible at almost 3:1. However, the efficiency and productivity of the Jewel’s team was very low and their customer service was appalling. In fact, Guest Services’ attitude was…”if you don’t like it, there’s the door. Let us know when you are leaving on your way out”! That’s exactly what they told some friends I met, who had booked a room for 4 but only got beds for 3! My experience at Guest Services wasn’t any better. Even though I had a letter advising that on arrival the Executive Chef would meet with me to discuss my special dietary needs, they snarled at me with a look and tone of voice that was shocking. They told me the chefs were very busy and could not attend to any special needs. It took me hours to sort through that one, but as it turned out…I think they were right!! Eventually I was able to pre-order my meals so they could be prepared nut free, but I worried about everything I put in my mouth. I couldn’t trust them from one meal to the next, as it was clear they didn’t understand or didn’t care about cross contamination. Luckily I only had one minor incident. Besides the safety of the food for me, the overall dining experience was very poor. There was always a team of restaurant staff close by to remove your dirty glass or fork before you even put it down, but it took forever to have a request like ketchup, tea or a glass of wine fulfilled. The food started off very good, but deteriorated to very bad as the days went by. The last few days it was almost inedible. More people than not were returning their meals. It made for a very unpleasant dining experience. Customer service at the Excursions desk wasn’t any better. It didn’t matter that I’d pre-paid for one of their expensive excursions every day. They seemed to treat everybody in line terribly! The Manager was no better. At least I didn’t mind the 2-2.5 hr highway drives from the pier to the destinations (one way), as I got to see some of the countryside, but it wasn’t great travel time. In my opinion, leadership was sadly lacking on this ship. Management’s response to everything was “it’s not our fault” and as a result they took no responsibility for anything. In turn, they took little to no action in resolving anything. Communication between departments was totally absent and communication with customers wasn’t much better. Things often don’t work out in business the way we planned, but I think how you handle such incidents is critical and very telling. The team on this ship avoided and deflected issues coming at them. They simply didn’t seem to have the ability to problem solve on their feet. And that attitude and lack of training cascaded down throughout the entire organization. It was very evident on the pier at Ko Samui during our first excursion. People were passing out in the blazing sun for hours with no shade, water, proper line ups or communication, while we waited for tendering that went awry. A mob mentality almost took over as people struggled for basic survival and Sr. Officers stood by chatting and laughing amongst themselves. It was utter disorganization and disbelief for passengers, as many could be heard wondering out loud how this crew would handle a disaster at sea. It was no wonder people laughed out loud as the Captain addressed the ship’s passengers some 3-4 days later about that incident, saying that safety was his #1 priority. These are just a few examples from my trip with the Jewel. It was a stressful vacation. When I wasn’t sorting out my own issues, I was listening to others vent about their own terrible experiences on board and others who even called Head Office to no avail. I was happy to get off that boat. Read Less
Norwegian Jewel Ratings
Category Editor Member
Cabins 3.0 0.0
Dining 4.0 0.0
Entertainment 4.0 0.0
Public Rooms 4.0 0.0
Fitness Recreation 4.0 0.0
Family 4.0 0.0
Shore Excursion 4.0 0.0
Enrichment 1.0 0.0
Service 3.0 0.0
Value For Money 4.0 0.0
Rates 3.0 0.0

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