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We are not first time cruisers, but this was our first (and last) cruise with Norwegian. We chose this cruise because of its date and itinerary. We hadnt heard anything bad about Norwegian so we figured we'd give them a try. A series of unfortunate events turned our 11 day cruise into a 10 day cruise. We understood the weather is something no one can control so that is not Norwegians fault. However the day before our departure day and even departure sail we recieved about a dozen notifications that the ship would be departing 2 hours late. (Bad weather had delayed its return to New York) Because of the weather our plane was delayed. We were worried we'd miss the departure but fortunately we landed and met uo with our Norwegian tranfer rep. She got us on our shuttle reassuring us we'd made it in time. Got to the peir.... no ship! Now informed the ship was not able to safely dock. Its about 2pm. (This cruise leaves earlier in the day to travel as far as we were to go) With no help from Norwegian we are dropped off to find a place to stay overnight. We had never been to New York before so we took a bit of time to find a hotel that was a reasonable price and distance to the peir. This extra night in New York was not cheap. We had burgers for dinner at a chain restaurant with a pop each (just my husband and I) and that came to about $80. Plus the $300 for a hotel room, breakfast not included there so another meal about $50 more. The whole time we were trying to keep our spirits up. Also the rumour from the other guests was Norwegian would help with the costs. Finally at 4pm we got the first text message that the cruise would not be sailing this day. (Of course we already know a couple hours before) How can they send us so many notices for a 2 hour delay but then nothing on the sail date. They knew for at least 2 hours before sending any notices. We boarded the next day to only discover that our 11 day 6 port cruise would now be a 10 day 4 port cruise. No explanation from anyone as to why we had lost 1 day but 2 ports. Still kept spirits up. Disappointed of course. We found the service was just ok. As was the food. My husband and I both work in customer service and it drove us both crazy to see how it seemed like the staff didnt really care to be there. No one looked happy really. Smile while beside a guest, look unhappy away from guests. I dont expect people to be jolly all the time but they just looked like they were going through the paces. No one did anything extra for a guest. We saw a few times where someone was waiting for service or a table and the staff would see them too. No acknowledgment was made and even saw a table get up and leave. Towards the end of the cruise my husband and I went to ask about getting money back for our missed day and for any help for expenses. They told us that we would have to submit for expenses and to watch the website and our Visa for the days refund. A week after returning home we finally saw our days refund. We got a whopping $149. We were happy to see we did get our shuttle fare back, since we had to get our own transportation to the ship. (The second try!) A few days later we heard that Norwegian will not be helping in anyway towards expenses in new york. My husband had taken the number of days of the cruise and divded it by the cruise total. Came to $300, not $149. Theres never been anything on their website or any emails. Nothing in our Norwegian account. No communication. The deals they were offering to try to get cruises to return were fantastic but the lack of service and the no communication we've had with Norwegian has left us realizing we will never cruise Norwegian again. We are escalating our complaints with Norwegian. Hopefully we at least get a full day refunded.

Never again

Norwegian Gem Cruise Review by Melw7270

2 people found this helpful
Trip Details
  • Sail Date: February 2019
  • Destination: Caribbean
  • Cabin Type: Oceanview Picture Window
We are not first time cruisers, but this was our first (and last) cruise with Norwegian. We chose this cruise because of its date and itinerary. We hadnt heard anything bad about Norwegian so we figured we'd give them a try.

A series of unfortunate events turned our 11 day cruise into a 10 day cruise. We understood the weather is something no one can control so that is not Norwegians fault. However the day before our departure day and even departure sail we recieved about a dozen notifications that the ship would be departing 2 hours late. (Bad weather had delayed its return to New York)

Because of the weather our plane was delayed. We were worried we'd miss the departure but fortunately we landed and met uo with our Norwegian tranfer rep. She got us on our shuttle reassuring us we'd made it in time.

Got to the peir.... no ship! Now informed the ship was not able to safely dock. Its about 2pm. (This cruise leaves earlier in the day to travel as far as we were to go)

With no help from Norwegian we are dropped off to find a place to stay overnight. We had never been to New York before so we took a bit of time to find a hotel that was a reasonable price and distance to the peir. This extra night in New York was not cheap. We had burgers for dinner at a chain restaurant with a pop each (just my husband and I) and that came to about $80. Plus the $300 for a hotel room, breakfast not included there so another meal about $50 more.

The whole time we were trying to keep our spirits up. Also the rumour from the other guests was Norwegian would help with the costs.

Finally at 4pm we got the first text message that the cruise would not be sailing this day. (Of course we already know a couple hours before) How can they send us so many notices for a 2 hour delay but then nothing on the sail date. They knew for at least 2 hours before sending any notices.

We boarded the next day to only discover that our 11 day 6 port cruise would now be a 10 day 4 port cruise. No explanation from anyone as to why we had lost 1 day but 2 ports. Still kept spirits up. Disappointed of course.

We found the service was just ok. As was the food. My husband and I both work in customer service and it drove us both crazy to see how it seemed like the staff didnt really care to be there. No one looked happy really. Smile while beside a guest, look unhappy away from guests. I dont expect people to be jolly all the time but they just looked like they were going through the paces. No one did anything extra for a guest. We saw a few times where someone was waiting for service or a table and the staff would see them too. No acknowledgment was made and even saw a table get up and leave.

Towards the end of the cruise my husband and I went to ask about getting money back for our missed day and for any help for expenses. They told us that we would have to submit for expenses and to watch the website and our Visa for the days refund.

A week after returning home we finally saw our days refund. We got a whopping $149. We were happy to see we did get our shuttle fare back, since we had to get our own transportation to the ship. (The second try!)

A few days later we heard that Norwegian will not be helping in anyway towards expenses in new york. My husband had taken the number of days of the cruise and divded it by the cruise total. Came to $300, not $149.

Theres never been anything on their website or any emails. Nothing in our Norwegian account. No communication.

The deals they were offering to try to get cruises to return were fantastic but the lack of service and the no communication we've had with Norwegian has left us realizing we will never cruise Norwegian again.

We are escalating our complaints with Norwegian. Hopefully we at least get a full day refunded.
Melw7270’s Full Rating Summary
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Cabin Review

Oceanview Picture Window
Cabin OA
Found the cabin very small. No where to sit other then on the bed. But then cant lean against anything as head of the bed is the window.
Deck 8 Inside Cabins, Outside Cabins, Balcony Cabins, Suite Cabins