My husband and I recently sailed on the Norwegian Encore from March 7–14 for our first cruise experience, traveling with a group of 17 family members. Unfortunately, our vacation was significantly impacted by multiple service failures, health concerns, and unresolved onboard issues. I am writing to formally document our experience and request appropriate compensation and review of these concerns.
Dining & Service Issues
Our experience at Cagney’s Steakhouse was disappointing due to poor customer service. I had a voucher for two complimentary meals, and the waiter refused to honor it at our table, claiming it was assigned to another table. That table was actually part of our family group that had been separated due to party size. Rather than assisting or offering a solution, the interaction was handled rudely and created unnecessary stress.
Dining service overall was extremely slow and disorganized. At the Manhattan Restaurant, we waited approximately two hours for appetizers and an additional hour for our entrées. This occurred twice on separate evenings. Additionally, most restaurants — including the buffet — closed very early, leaving limited dining options for guests later in the evening.
Food Safety Concern
During our first night at Teppanyaki, the chef referred to the chicken being prepared as “salmonella chicken.” While initially assumed to be a joke, my husband, myself, and several members of our group became ill the following day. This raises serious concerns regarding food handling and safety practices onboard.
Stateroom Conditions
Our stateroom had a persistent sewage odor throughout the entire cruise. Despite reporting the issue, it was never properly resolved, making our cabin uncomfortable and negatively affecting our stay.
Inconsistent Staff Information
We received incorrect information from multiple staff members regarding the location of the smoking room on Deck 8, both stating it did not exist when it did. Guests should be able to rely on crew members for accurate guidance.
Additionally, smoking accommodations were extremely limited, with only two small designated sections available for a ship carrying over 4,000 passengers.
Overcrowded Amenities
The adults-only pool area was far too small for the number of passengers onboard, accommodating approximately 26 people and remaining constantly overcrowded. This made it nearly impossible to enjoy an advertised adult relaxation space.
Lack of First-Time Guest Support
As first-time cruisers, we were surprised that no orientation or ship tour was offered to help guests familiarize themselves with the ship’s layout and amenities.
Crew Morale
Aside from one exceptional crew member, most staff appeared disengaged and unhappy, which noticeably impacted the onboard atmosphere.
Positive Recognition
We would like to recognize our room steward, Gilbert, who provided outstanding service. He was attentive, professional, and consistently ensured our needs were met. He was the highlight of our experience and deserves recognition.
Given the number and severity of these issues — including illness, unresolved cabin sanitation concerns, poor service experiences, and overcrowded amenities, and constant hidden charges — our vacation did not meet reasonable expectations for a Norwegian Cruise Line experience. We may never cruise with this cruise line again. We were not the only people to complain about these things there were multiple people we spoke to on the very same cruise that had the same complaints and more.
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