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Age: 44


Number of Cruises: 10+

Cruise Line: Norwegian

Ship: Jade

Sailing Date: 2017-01-30

Itinerary: Carribiean

Norwegian, worst cruise experience you can imagine. Staff and crew dishonest, level of customer service was deplorable. Only thing worse than this cruise is trying to deal with guest relations. Apparently they do not give supervisors the ability to make outgoing calls?!?!?

Food and beverage were truly the only enjoyable part of this trip.

Cabin was clean, nothing spectacular but what we expected

Numerous activities we were involved in were cancelled due to technical issues

Choose the Norwegian Jade for a twentieth anniversary cruise. Have cruised numerous times in the past but never with Norwegian and thought we would give it a try, seemed like a fair price. Ship was nice enough and stateroom was what we expected. Then it begins... upon touring the ship we noticed a large green waste management shipping container on the upper pool deck. We assumed this was to offload supplies. Embarkation day was clear and weather was great. At the beginning of the sail away party we were notified we would not be leaving on time due to fog? We went back to our stateroom balcony and noticed divers on the starboard side of the ship which we assumed was routine maintenance. After 7 hours of delays, casino closed and port taxes we were the heaviest fog I have ever seen. You could not see the Sunshine Skyway as we passed under it except for the lights on the bottom. No big thing, make the best of it.

Later that night we were advised we would not make port in Key West due to time, not a big thing we live in Florida. So we decided to go to the pool where the construction dumpster remained closing one side of the upper pool deck. There was no wait service on the upper deck and all traffic was funneled through the deck chairs on either side. Then CONSTRUCTION began. Not maintenance, they were literally dismantling the waterslide and closed the kids pool to do so. Jackhammers and impact wrenches all day long. After waiting at the bar 45 minutes for a drink we said enough pool.

Decided to sit on one of the decks and struck up a conversation with a crew member who advised we did not leave due to divers making repairs under the boat not fog. Being from the area imagine we missed the tide to make it under the bridge. We also decided to sign up for unlimited wifi to conduct some business back home. Waste of money, after 3 trips to the wifi supervisor we could not access any way to reach kids at home. He advised it must be a phone issue not wifi issue. Cruise director MIA all day although entertainment was good.

Norwegian did decide to make port early in Cozumel for 2 full days in port. Again no Casino and duty free shop closed. Went ashore and amazingly our phones worked great on a corner taco stands wifi?!?! Again day 2 cruise director MIA unless they were collecting money for something.

Saturday was NFL playoff day. A group of us that had met on the boat set up for the games after verifying numerous times that the game would be on a specific tv. Game time comes and we are told they need to contact the bridge to change the channel...WHAT, you have to call the guy that drives the boat to change a channel. Never saw that crew member again, another comes over and says its only a Spanish tv. So a member of our group goes to his room, grabs the remote and comes back and changes the channel so we can watch the game. Same day and weather was not great so they had some indoor activities (lucky since there was only one pool) Karaoke in the lounge, except the machine would not work. Deal or no deal in the theatre, except that broke halfway through and they had to refund everyone's money. Then we were told we needed to make port 9 hours early to "make repairs to the underside of the ship" (remember the divers!) So again no casino, no duty free shopping and port taxes on drinks.

During this adventure I approached guest relations on Friday to speak with a supervisor about my concerns. I was told there was no supervisor on duty but to call first thing Monday morning to address with corporate headquarters. Which I did and spoke to a very ignorant representative who advised she could not help me that all complaints must be in writing. Advised her this was not what was said on board but followed through. 15 business to reply to 2 page email about issues and it was a form letter!!! Left numerous messages for customer service supervisors with no response. Tried again today and waited over 30 minutes to get the voicemail of the supervisor. Decided to call booking and see if I could get through this way. Amazingly they answered the phone in 30 seconds. Sounds to me like a lot of complaints and not many new sailors.

If Norwegian Cruise line would have addressed any of these issues in a timely manner I would have been willing to give them a second chance. However with their lack of customer service, the crews out right dishonesty and the lack of follow up on my complaint I will not be taking or recommending a Norwegian trip. Your money is much better spent on Carnival or Royal Caribbean.

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