Room description did not match reality

[EZeeAsPi]

That's some serious coin for 7 days. We did a 8 night land based vacation in Maui for much less than that...airfare and all expenses included. :eek:

 

Was that to see all of the islands?

 

Oranges to volkswagens, if you ask me.

 

 

 

I'm very sorry for you, grandad.

I think some of the repliers missed your point. It is not about if you had a nice cruise or what you got for his money. It is about the wrong information you got from NCL. When you book a cruise you may consider the information right and it wasn't. I should be very upset and angry when this happened to me. And I think it is also very bad he got no answer from NCL.

 

 

A few years back I had a complaint, and it took about 4 weeks to get a response. If they agree there was a problem, then perhaps the resolution will undo all of these bad vibes.

[Hunwolf]

But were there 5 of you, all inclusive and in a deluxe accommodation? yes, you can do some things cheaper. A normal cruise, in a balc cabin would have cost about 1/2 of that. Again, I think his figures included more than just the suite and he didn't mention all the perks that come with the suite, like 3 bottles of booze, fresh fruit, special eating areas, appitizers daily, etc.

 

Nita

 

There were only 3 of us. But it was oceanfront on Kaanapali for 8 nights. And that included all expenses including our excursions...rental car...gas...and food.

[Hunwolf]

Was that to see all of the islands?

 

Oranges to volkswagens, if you ask me.

 

 

You're right...it's not a direct (or even fair) comparison. I'm just stunned at the cost of the POA rates and what you would have to pay including airfare and excursions compared to what we paid for over a week on Maui.

 

To be fair...I really haven't look at the cruise rates to (or around) Hawaii until today. :eek:

 

Jeebus...those are outrageous. People should definitely get their money's worth though. It's a wonderful trip out there.

[scrappydoo]

I'm very sorry for you, grandad.

I think some of the repliers missed your point. It is not about if you had a nice cruise or what you got for his money. It is about the wrong information you got from NCL. When you book a cruise you may consider the information right and it wasn't. I should be very upset and angry when this happened to me. And I think it is also very bad he got no answer from NCL.

 

 

I agree, Anke56. Especially since I know what it feels like to do the planning and researching for hours on end, I can understand what it might feel like for grandad to have such high expectations for the type of suite he thought he would be getting vs. what it actually was in reality - being terribly different. I think his purpose in sharing his letter was to help others to not make the same mistake he made...I can't fault him on that. Sure, the letter (and most complaint letters, in general) tend to be dramatic - they need to be in order to be taken seriously by most huge companies. After all, if he wasn't phased by any of it and it didn't matter to him, he wouldn't have taken the energy to write to NCL. But obviously, it got his blood boiling and he felt the need to communicate his displeasure with NCL. I don't fault him for that, either. At least he did what he felt was necessary to try and correct this so that others wouldn't go through what he did, and who knows, NCL may choose to correct this problem for future cruisers. At least they know there was a problem...though I for one, wouldn't expect a reply in 10days from NCL. I think grandad has learned his own lessons when it comes to booking these sorts of things in the future, as well. And I'm so glad the trip in itself was a success otherwise... Hopefully, those good memories will outshine any of these bad ones for years to come.

[DMH15]

Grandad,

 

Usually I read other super negative post #1 of a thread and think the OP is overreacting. But as I read yours I did not feel that way. I know I have done research in great depth to book the room I wanted. It's not about the money really, it's about getting what you bought.

 

When I first started cruising, it was really pretty much a "crap shoot"... That and my wonderful TA, who is also my cousin, I must have gotten lucky. No cruise is perfect, but...

 

When we received our room confirmation from NCL for the Jewel TA, my cousin told me my room # and I checked and it was a porthole. I had said nothing less than a large picture window, since I am very claustrophobic. Well, my cousin called and yes, we'd paid for a large window... NCL said "oops" and fixed it. If I had gone on the cruise and had spent 14 days with just a porthole I would have been mad, to the extent that it would have trickled over into my mood and magnified other hiccups. Luckily, that did not happen, but I can see how it could have and how you must have felt.

 

Forward to two NCL cruises later, again 14 days, but this time on the Sun in South America. I knew I wanted accomodations that would give my mother and I separate sleeping spaces. I wanted a door, no curtains. The picture for the AC is wrong on NCL. I luckily found cruisestateroom.com where I saw real accurate layouts and pictures posted by past cruisers. Unfortunately, I could not rely on NCL to provide me with facts to decide on my suite. That is very unfortunate. They should do better.

 

If NCL represent

[DMH15]

(cont.)

 

If NCL represents something it's not, I agree, you have every right to be upset. Since I know the NCL suite life is a thing of joy, I am sorry yours was not.

 

Although I was in the most wonderful AC suite on the Sun, we did have two negatives, but fortunately those could be compartmentalized and did not trickle over into the rest of the cruise which was outstanding. But I can really see how your situation was different.

 

I hope you get to cruise in a suite on NCL in the future so you can experience it the right way.

[scrappydoo]

Grandad,

 

Usually I read other super negative post #1 of a thread and think the OP is overreacting. But as I read yours I did not feel that way. I know I have done research in great depth to book the room I wanted. It's not about the money really, it's about getting what you bought.

 

When I first started cruising, it was really pretty much a "crap shoot"... That and my wonderful TA, who is also my cousin, I must have gotten lucky. No cruise is perfect, but...

 

When we received our room confirmation from NCL for the Jewel TA, my cousin told me my room # and I checked and it was a porthole. I had said nothing less than a large picture window, since I am very claustrophobic. Well, my cousin called and yes, we'd paid for a large window... NCL said "oops" and fixed it. If I had gone on the cruise and had spent 14 days with just a porthole I would have been mad, to the extent that it would have trickled over into my mood and magnified other hiccups. Luckily, that did not happen, but I can see how it could have and how you must have felt.

 

Forward to two NCL cruises later, again 14 days, but this time on the Sun in South America. I knew I wanted accomodations that would give my mother and I separate sleeping spaces. I wanted a door, no curtains. The picture for the AC is wrong on NCL. I luckily found cruisestateroom.com where I saw real accurate layouts and pictures posted by past cruisers. Unfortunately, I could not rely on NCL to provide me with facts to decide on my suite. That is very unfortunate. They should do better.

 

If NCL represents something it's not, I agree, you have every right to be upset. Since I know the NCL suite life is a thing of joy, I am sorry yours was not.

 

Although I was in the most wonderful AC suite on the Sun, we did have two negatives, but fortunately those could be compartmentalized and did not trickle over into the rest of the cruise which was outstanding. But I can really see how your situation was different.

 

I hope you get to cruise in a suite on NCL in the future so you can experience it the right way.

 

 

Thank you, DMH15 - you said it so eloquently.

[DAGVBSB]

I think the OP's letter will get little response because it is so over the top. By charging "false advertising" he is asserting a claim that NCL knowingly and intentionally misstated the room's features. They may have gotten it wrong--but on purpose? I doubt it

 

NCL is well known for not responding to negative letters regardless of how polite or nice you put it. There have been story after story on here about people writing letters to NCL and getting no response whatsoever. It is just the way that their customer service department works.... they have your money, they have told you what you want to hear to get you to buy and so they don't care about you.

 

My mother had me write a very polite letter to NCL about the rudeness and unprofessionalism of the lady in food service who accused her of lying. All she wants is a formal apology. Do I expect a response or anything to be done about it?? Nope.

[DAGVBSB]

You're right...it's not a direct (or even fair) comparison. I'm just stunned at the cost of the POA rates and what you would have to pay including airfare and excursions compared to what we paid for over a week on Maui.

 

To be fair...I really haven't look at the cruise rates to (or around) Hawaii until today. :eek:

 

Jeebus...those are outrageous. People should definitely get their money's worth though. It's a wonderful trip out there.

 

Part of the reason that the POAm is so expensive is that it is a US flagged ships and thus has higher operating costs. As the only US flagged cruise ship, she must meet US wage and overtime laws, hire a nearly all American crew and the crew must go through a lot more intense and longer US Merchant Marine training than those on other NCL ships.

 

The POAm also does not have some of the usual areas to make additional revenues like other cruise ships. (casino, sea days for extra beverage sales, even the evenings are subdued due to the port intensiveness of the cruise.)

 

The only way to meet the additional expenses for the POAm is to raise rates. It has been one of the hurdles that that has hindered NCL-America since its inception.

[DAGVBSB]

Any of you who know my posts know that I am a huge NCL supporter. However, the OP is absolutely correct about that suite. I remember, from touring all the suites on the POA on a TA overnight out of San Francisco years ago, that they were NOTHING like the suites on the rest of NCL's ships. They actually seemed tacky. The "inside" area of the suite Granddad mentions can in no way be compared to the second bedroom of the AB suites or courtyard villa suites on other NCL ships. In my opinion, there isn't one single cabin onboard the POA that is as nice as the cabins on other NCL ships.

 

So, for those of you who haven't been aboard the Pride of America and haven't seen the cabins, please refrain from commenting on the OP's review of them. He was right on.

 

I agree about the cabins on the POAm. I was on the ship around the same time as the OP and must agree that the cabins on the POAm are the smallest of any cabin I have been in for the same catagory. The configeration of the rooms is just not good.

 

But it also comes back to what I see as a problem for NCL because of the POAm..... many cruisers, like Grandad, cruise NCL for the first time on the POAm because of the itinerary. It is a very bad representation of NCL and turns many people off of the whole line. The POAm is like no ship I have ever experienced, inlcuding her former sister ship, the POA. Just too many little things occur that provides a negative impact on first time NCL cruisers.

 

You cannot fairly compare the POAm to RCCL, HAL, or Carnival or even the rest of the NCL fleet and it is hurting NCL's reputation.

 

Look at Grandad as a perfect example....he loves Freestyle and thinks NCL's way is a good way for his family to cruise BUT, because of his expereince with the Pride of America, he is writing NCL off. How many hundreds of others have done the same thing. (those who find cruise critic represent only about 2% of all those who cruise.)

 

To Grandad: I am sorry you had a bad experience but I hope you will not judge or write off the entire NCL Cruise line because of it. You have experienced the two worst things about NCL: 1.) Their customer service department...who is well known for telling you what you want to hear even though it may not be right and 2.) the Pride of America, the worst ship in the fleet and the one that is completely different than any other ship in the fleet because of many factors (US laws, American crew, poor design).

 

May I suggest that you at least try one of NCL's International ships. (my favorites are the Dawn & Star). I think you will find great crews, great itineraries and a MUCH better experience.

[Balto Bob]

Thanks for catching the money issue. My statement should have been that the entire cost of two weeks and paying for basically five adults averaged $2400 a day. That being said, my issue is solely with the description of the suite layout versus what was delivered. NCL has removed the "layout" from that suite on their web site, so I guess they accepted my complaint. The actual cost for the POA suite, not counting air fares, insurance, tips and purchases, was about $ 13000. I am not complaining about the actual cost, I just did not like sleeping in an inside room....I am also not discussing suite "perks" or comparing them to other cruise lines.

 

We spent the week following the cruise at the Hilton Hawaiian Village in a two bedroom suite. ((I know - the rooms are a lot bigger)) What I want to say is that the two bedrooms and sitting area were EXACTLY as described on the Hilton web site. That is what I believe NCLA or any supplier of accommodations should do.

 

As for trying NCL again, doubtful. When the time comes to again cruise, I would likely use someone else.

[rickechambers1@aol.com]

Thanks for catching the money issue. My statement should have been that the entire cost of two weeks and paying for basically five adults averaged $2400 a day. That being said, my issue is solely with the description of the suite layout versus what was delivered. NCL has removed the "layout" from that suite on their web site, so I guess they accepted my complaint. The actual cost for the POA suite, not counting air fares, insurance, tips and purchases, was about $ 13000. I am not complaining about the actual cost, I just did not like sleeping in an inside room....I am also not discussing suite "perks" or comparing them to other cruise lines.

 

We spent the week following the cruise at the Hilton Hawaiian Village in a two bedroom suite. ((I know - the rooms are a lot bigger)) What I want to say is that the two bedrooms and sitting area were EXACTLY as described on the Hilton web site. That is what I believe NCLA or any supplier of accommodations should do.

 

As for trying NCL again, doubtful. When the time comes to again cruise, I would likely use someone else.

 

Before writing off NCL altogether, maybe try the Garden Villa. You will be MORE than comfortable in the 5,000+ SF. It is pretty pricey, but it is a priceless experience. [sidebar: See you're from Baltimore; we have a home in Baltimore and miss it. I appreciate even more the planning spent as traveling from the east coast to Hawaii can be a hike. Right now we are living in our Las Vegas house-6 hours non-stop flight to HNL...in our opinion though, it is much easier to vacation from the east coast it seems. We're tiring of Mexico and last year in Hawaii (first week at Marriott Ocean Club in Maui, second week at Westin Kaanipali villas), but it just didn't do that much for us. Miss the easy flight(s) to the carribean and Europe...and Miami to catch a cruise.

 

Seriously, try the Garden Villa or at least a Courtyard villa; it will change your cruising perspective I think and would be a splendid choice for extended family vacationing.

 

Best to you!

[Balto Bob]

Rick,

 

No more "open wallet" vacations, as my son-in-law put it. For a while, my money is for us, not treating the family. We head to St. Lucia in December for two weeks. Celebrating anniversary number 50 with NO KIDS.

[saleandsail]

Congratulations, and enjoy!

[SeaShark]

I don't really understand...

 

Everyone is still raving about the cruise, yet one person is unhappy?

 

 

If NCL's description of the cabin is soooooooooooooo wrong...then why hasnt this very issuee come up before? Is it possible that nobody has ever sailed in this suite? You would think people would be coming here after each and every cruise and complaining....yet, we've heard nothing?

 

 

 

I just don't get it. :confused: But kudos on not letting the fact that your family had such a great time affect your bad mood.

[nycruiser80]

Sorry to hear about that. You are right I am looking at an NCL brochure and the description makes it sound as if its two seperate rooms.

 

NCL for me has had a history of poor customer service and questionable reservation agents. I was a travel agent for sometime and honestly they had one of the worst reservation centers and customer service centers. So much so one of their head honchos recently stated in a travel agent blog that yes they have had some issues with their res. and customer service dept.

 

I am not here to start trouble but this is why SOMETIMES when booking direct you are getting a person reading from a manual. Sometimes when you visit a GOOD travel or cruise agent that was on the ship or like myself I toured the ship while in NYC and I saw that cabin and honestly was not impressed with it! I thought it was cramped. But I know that finding a good travel agent who was on the ship you are going to sail can prove to be very difficult.

 

Honestly I have cruised many cruise lines, been on almost 30 cruises don't be so quick to nott cruise NCL again. Not cheerleading for them I honestly like any cruise but if I were you I would try them again. Next time though if you can't find a good cruise/travel agent who has experience with a particular ship, just google your cabin number. Sometimes it will bring you to sites like cruise critic were people have posted pictures - actual pictures not fluff from the cruise line. Half the time graphic designers who have no clue about the cruise line create these sites and geniuses who work at the cruise lines do not even catch the mistake in pictures or diagrams. You have to realize that some of the high level management making approvals of cabin pictures and diagrams and the like have never even cruised. I beleive I once read somewhere that NCL's former CEO Colin Veitch never even stepped foot on a cruise ship prior to starting with company. That just intrigues me but who I am to say!

 

I know traveling could be stressful! Beleive me I have seen many mishaps in my day! Neverthless glad to hear you enjoyed the cruise and the land stay. I just returned from the POA in July. I sailed on the July 3rd cruise and had a great time. Hawaii was wonderful I must return one day.

[Hunwolf]

Is it possible that nobody has ever sailed in this suite?

 

For that price?

 

You may be on to something.

[sverigecruiser]

Thanks for catching the money issue. My statement should have been that the entire cost of two weeks and paying for basically five adults averaged $2400 a day. That being said, my issue is solely with the description of the suite layout versus what was delivered. NCL has removed the "layout" from that suite on their web site, so I guess they accepted my complaint. The actual cost for the POA suite, not counting air fares, insurance, tips and purchases, was about $ 13000. I am not complaining about the actual cost, I just did not like sleeping in an inside room....I am also not discussing suite "perks" or comparing them to other cruise lines.

 

We spent the week following the cruise at the Hilton Hawaiian Village in a two bedroom suite. ((I know - the rooms are a lot bigger)) What I want to say is that the two bedrooms and sitting area were EXACTLY as described on the Hilton web site. That is what I believe NCLA or any supplier of accommodations should do.

 

As for trying NCL again, doubtful. When the time comes to again cruise, I would likely use someone else.

 

If the layout you saw on NCLs website before your cruise showed two bedrooms with windows, I think you should get some kind of compensation from NCL because then you didn't got what you paid for.

[Down-Unders]

I think his comment about not being an avid cruiser and how he gets talked into it, explanis a lot. He posted the same letter on another website yesterday.

 

I too, think he really got what he paid for, he just didn't realize what a 2 bedroom suite would really be like.

 

I do feel sorry for him, but he says the rest of the trip was pleasant, so maybe he should be consentrating more on the positives than the negatives. The size alone of the suite should have been more than satisfactory for 5 people.

 

I think if I had to be conned into taking a particular type of vacation, I too would be looking at the negatives instead of the positives. Those of us who have cruised more than a time or two, know how much better NCL suites and perks are than most other lines.

 

Nita

 

 

 

:confused::confused::confused::confused::confused:

[clarkg]

I would give the site cruise ship deck plans a try, it has deck plans, room layouts, floor plans, and even pictures of the rooms. It cost around $12 for a lifetime membership. I looked up your room and it showed the curtain and that the one bedroom had no window. The bathroom and the other bedroom looked awesome though.

 

http://www.cruisedeckplans.com/DP/Main/index.php

[newmexicoNita]

I'm very sorry for you, grandad.

I think some of the repliers missed your point. It is not about if you had a nice cruise or what you got for his money. It is about the wrong information you got from NCL. When you book a cruise you may consider the information right and it wasn't. I should be very upset and angry when this happened to me. And I think it is also very bad he got no answer from NCL.

 

I don't think anyone is claiming they don't feel bad for him. I think the point is, sometimes we have to look at the posittve as well as the negative. Yes, somehow, from somepleac, either NCL reps or the website he got information that appears to have not been clear. No where did he say, the website said there would be windows in both bedrooms. As for not getting an answer, it hasn't been that long since he sent the letter. Plus, though he had a ligit complaint, his referring to NCL agents being a disgrace to the cruising industry could have done nothing more than to put NCL on the defensive, thus causing them not to respond. He has indicated he would not cruise NCL again, so what do you think NCL should do about this?

 

I have worked in customer service, I happen to know, there are ways to get positive responses and way not to. The only thing NCL can do at this time is wirte a letter of apology. According to him, the website has been corrected.

 

The problem with this whole thing, seems to be a total misunderstanding and my guess, like in most cases, both NCL and the OP were to blame. NCL was not clear enough and the OP assumed something. It seems his biggest complaints: he didn't feel the second bedroom was really a bedroom, there was no sofa bed, the bathroom was too small and no bedroom window. As long as there was a place for the 5th person to sleep I am confused as to wht the difference is, but to him it was a biggy. All ships have small bathrooms, we all know that and the window situation, I can understand his being upset, but I doubt if he directly asked anyone about a window. Why would he?

 

Don't misunderstand, I do feel for him, but I also happen to think the most important thing is, 1-he overall said he had a good vacation and 2-he got his point across about the suite floor plan.

 

Nita

[newmexicoNita]

You're right...it's not a direct (or even fair) comparison. I'm just stunned at the cost of the POA rates and what you would have to pay including airfare and excursions compared to what we paid for over a week on Maui.

 

To be fair...I really haven't look at the cruise rates to (or around) Hawaii until today. :eek:

 

Jeebus...those are outrageous. People should definitely get their money's worth though. It's a wonderful trip out there.

 

Hawaian cruises are pricier than other destinations. One of the reason are the port charges because of so many islands and what each port charges. There is little a cruise line can do about that. Alaska is the same as in sailing through the Panama canal.

 

Nita

[newmexicoNita]

Rick,

 

No more "open wallet" vacations, as my son-in-law put it. For a while, my money is for us, not treating the family. We head to St. Lucia in December for two weeks. Celebrating anniversary number 50 with NO KIDS.

 

Happy 50th. We had ours in Laughlin, NV 2 years ago. Our kids gave us a party for about 50 of our friends and we re-newed our vows. It was a wonderful 4 days.

 

Now, what you are supposed to do, which someone told us, celebrate the entire year. Everytime you go someplace, tell them it is your 50th. It is fun I may add.

 

Nita

[Gairy Fodmother]

Was it better than sitting in your office for a week? That's my comparison.

 

He doesn't pay thousands of dollars to sit in his office :( I have found this thread helpful as I did not know about the second bedroom not having windows. By the way that picture of the pull down bed over the main bed sucks big time.

[Balto Bob]

for both their comments and suggestions.

 

I would not, and do not, expect NCLA to make me any financial rebate or discount offer. I would appreciate some type of acknowledgement that the description of the entire suite should have been more accurate and their personnel more thorough.

 

The error is mine, as well as NCL. My wife and I have never had a disappointing suite on other lines, and the rooms always matched the published layout. Consequently, I never considered this would be different. I will certainly use the recommended web site to check any room in the future.

 

And thanks to even SeaShark. I got a good laugh out of your comments, albeit grossly inaccurate. Your ability to make statements like this shows the power of the web and the family here on Cruise Addicts. For the record, I spent almost $37,000 treating my family to a, high-end, two week Hawaiian vacation. I have every right to be concerned that when I booked a category AC Suite on Pride of America, one of the bedrooms was actually category JJ...and I found out the hard way.

 

Happy Cruising - my next big vacation will be land-locked.