Review Time
Booked a cruise last minute, 2 weeks out from sail date. Norwegian charged my card and an hour later they canceled it. I tried to contact them and I was told sorry nothing we can do. The charges went through my bank, the hold didn't even last 24 hours. I had to file a dispute from the bank and they said they couldn't guarantee I would get my money back even though I had proof of cancelation. I would not even consider giving them a credit card number ever again.
My 2nd cruise on NCL..Solo traveller. Never again will I travel with NCL. It was one of the worst experiences in travel. I had upgraded to a suite as I intended to spend time to recuperate from a chronic illness. Enjoy the balcony and fresh air. I noticed after being told my room was ready that the bathroom hadn't been cleaned. The bedroom had, but the bathroom had been missed. I rang housekeeping.who had to clean it twice to remove the last guest pubes (I'm not kidding) from the floor and bathtub. The bin had tissues in it. The aftermath was the disgrace. Instead of a courtesy goodwill gesture of a bottle of water, they then said it was my fault. I don't quite understand how as I did nothing wrong. I entered my room as told by the staff member who opened the fire doors. It caused me so much stress that I ended up flying home early, as soon as docked in Seoul. I didn't get off the boat for two ports as I was treated so poorly for NCL's failure. Claiming it was sime random person that took a shower in between the cleaning and my arrival was one ridiculous suggestion. Then they blamed me for entering the room without the official tannoy announcement. If an official staff member tells you your room is ready and I haven't cruised in 15 years on NCL, it would be nice to know that is the process. The reality is I entered 15 mins before to a room half cleaned. No apologies. Just blame shifting. Post- covid, an absolute disgrace of a company to blame me or other guests instead of saying, wow, we missed the bathroom. They insisted they had cleaned the bedroom and so admitted their oversight. But then management said it was me. I would never ever sail with them again. You get bombarded with sales paraphernalia but no ship information about basic things like departure proces. I had picked NCL for the right reasons and had an appalling experience. Also they allow smoking in the casino which I found bizarre when in the middle of the ship. Again. Antiquated rules. Rude staff. There was 5 staff that were professional or genuinely nice out of maybe 40 I spoke to over 7 days. If you've ever gone on a hotel room half cleaned and who blames you, please sail with NCL. If you expect basic service, cleanliness and a response that values their customer go elsewhere.
I book cruise 6 months in advance for 2-21-26 and chose are room in the aft part of the ship for the best possible ride for my wife who has dementia,, about 3 months after booking I received and email for ncl about a promotional up brace room bidding process ,, I looked at it read all the info and chose there possible up grades to bid on in the aft part of the ship .about 30 days prior to the cruse I received notice that I was up graded , here is where it all goes terribly wrong. NCL put ups in a room forward facing two decks up in the front of the ship . I never bid for that room , but NCL dosent care ,,,, I spent 5 days dealing with the lack of customer service , ,only contact that I recived was all via email , could never reach the department to talking to some directly ,I tried all the all possible ways to contact the parties responsible for their mistake ,, the only person I was able to talk to directly was the booking agent ,, and even they could not contact anyone at the Upgrade Advantage Program just an automated response from up grade advantage upgrade-advantage-terms,, so I was forced into canceling the cruse because I didn’t want to deal with a sick wife , on what would have been are last cruse together ,, I received notice today from the trip insurance at AON for NCL they denied the cash refund and told me that I will be receiving a cruise voucher for a future cruise,, Which I will frame and hang on the wall to remind me of the lack of car and concern that the NCL corporation has for its customers,, the chance of myself using the cruise voucher is zero ,,, to add insult to injury. I cannot give the voucher away or transfer it to someone else ,, the voucher will be good until NCL goes bankrupt .
Would’ve been pretty good if not for the SCAM that is their medical office. Their operating hours are laughable (I believe a total of 2 hours per day) and I personally believe it’s so that they can bill everything as an emergency, thus charging more. What a racket that is. Like, really, you have medical staff onboard but they only work two hours per day? I don’t believe that for a second. Why isn’t medical onboard a floating city of 5000 people like a walk-in clinic with regular hours setup to help their customers, not set up to extract every possible dollar from their pockets?
My 7 year old daughter came down with the flu onboard. After a full day in bed and a high fever, we took her to medical to be safe. They gave her an IV for dehydration and a fever reducer. We told them upfront we’d be paying cash and they never gave us an inkling of what the cost would be.
The next day, we receive a $4000 charge to our onboard account! $4000 for two IVs and a fever reducer! When questioned, they claimed it was accurate and appropriate.
Questioned the final bill (after they did us a “favor” by reducing it $200) in person, and Rowena (the nurse) then LIED in front of her bosses saying she told us it would be $4000. I was frustrated with the bill, now I’m LIVID after the bold face lying to save her own butt. Rowena, honesty is the best policy. You likely just cost the company you work for tens of thousands of dollars by lying to save yourself. They should probably send you packing for that.
Of course, her bosses believe her. Even though my wife and I both never heard a word from her on expected cost. She just kept saying “any questions”.
Norwegian, why not give cash customers an estimated cost sheet to sign before surprising them with astronomically inappropriate bills?
I’m as calm and logical as they come. I 100% was listening to everything she said that night and 100% would have heard $4000 for something that should be $500.
We spent $12,000 to be in the Haven suites and were considering booking two other Haven trips (one on the maiden Aura trip). But, since this is the gouging this cruise line thinks is okay, I guess we’ll take that $25,000+ to Royal Caribbean instead.
If the corporate office contacts me with an appropriate adjustment, I will update this review accordingly and look to book those future trips. Otherwise, this experience will completely turn me off from Norwegian and have me look elsewhere.
They have screwed everything absolutely everything about my cruise. 1st of all they screwed up my airlines reservation. They have locked my airline reservation so I can't change it. So it's my money my reservation but o have no rights to it except hey on the plane. Then when I get here they have scrooged up my reservation, I booked a room with a picture view. On very small light print on the reservation it says pothole, screw me for not seeing that is all my fault AND IN THERE APP IT SAYS AND SHOWS A ROOM WITH A PICTURE WINDOW. NOW THEY ARE TELLING ME THAT THE PICTURE WINDOW DOESN'T MEAN THAT. IT TAKE REALLY MEANS PORT HOLE. I'M JUST TO STUPID TO KNOW IT. THEN THERE IS THE FACT IT SAYS ON THE FREE AT SEA PACKAGE IT INCLUDED LIQUOR, AND AT THE BUTTOM OF THIS BIG WRITE UP, IF YOU PAY $350 FOR IT. THEY NICHEL AND DIME YOU TO DEATH. THEY LIE MISS REPRESENTATE. THEY LIE AND SCREW YOU OVER AT EVERY TURN.
We faced numerous issues during our cruise experience, starting with room changes and poor customer service. Our booking for two adjacent rooms was disrupted a week before departure, and the response from customer service was unhelpful. The booking agent became unresponsive after payment, and our online account was locked, causing further issues. Maintenance problems, including air conditioning failures, were addressed poorly. The food quality was subpar, and the dining options were limited. Long waits at the customer service desk highlighted systemic problems onboard. Promises regarding dining vouchers were not fulfilled. Overall, the ship felt outdated and uninviting, and our experience was far from satisfactory. We would not recommend this service.
This experience felt like a scam, with hidden charges for everything, even correcting spelling errors on our reservations. What seemed like a good deal turned into an expensive nightmare, with countless additional costs. The staff was unhelpful and rude, treating us as if they didn’t care. If there wasn’t a cancellation penalty, I would walk away from this service. I will never cruise with this line again.
Overall, our 11-day cruise was enjoyable. The journey to Costa Rica was smooth, and the ship was beautiful, with good food and an attentive crew. Excursions were well-organized and fun. However, the final port in Belize had significant delays during disembarkation, with long lines and poor organization. Many guests, including elderly passengers, were left waiting. While we understand operational challenges, better organization and communication would have enhanced the experience. Aside from this, the cruise was excellent.
This has been the worst cruise I have ever experienced. The room was in terrible condition, with a crib that was dirty, hair on the carpet, a stained couch, clothes left behind, a broken closet door, and a clogged shower drain. The food was awful, and the service was dismal. Everyone in my group suffered from food poisoning. Instead of providing adequate service, the staff focused on upselling. The common areas were overcrowded, and there were few family-friendly activities for younger children. I would never consider sailing with this line again, even if offered compensation. I've wanted to leave since day one.
This review serves as a warning. If you value transparency and fairness, avoid this cruise line. It feels like a system designed to extract extra money from guests despite having paid a premium. From the start, it was clear that hidden fees were part of the business model. Dining options were limited unless you paid extra, which diminished the experience. Missed reservations came with penalties, and internet access was overpriced and unreliable. Automatic gratuities felt manipulative, and even basic amenities had restrictions. Overall, this cruise felt more like a money-making scheme than a relaxing getaway. There are far better options out there.
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