NCL "Broke-away" from Customer Service on the Breakaway

[setsail1975]

I just got off the Breakaway today and was very impressed with the ship, but customer service went down hill from my last sailing 6 months ago on the Sky. I may be a little scattered with my review.( Please bare with me)We are a few points away from Platinum Latitudes so I have sailed quite a bit with NCL. The service on this past weeks sailing was very disappointing for all of my traveling party, which there was 13 of us. We all split apart on the ship. We all had pretty much the same issues. No one went out of their way to make an impression on us. I couldn't even tell you my room stewards name. That is not typical of my past sailings. 1st disappointment was Vibe. I should of just stayed in the back at H2O. Dining rooms we could never get a reservation without at least 1/2 hr wait in Savor or Taste for a party of 5. Manhattan Room was easier, but service lacked here big time. 2 separate nights my server forgot at least 1 or 2 items I ordered. Drinks never got refilled , when I say drinks I mean plain water. We went early asked for a Anniversary Cake to be brought out for my in laws 47th wedding anniversary, they never came to our table!!!! We went to Carlos bakery spent $12 on a couple of cupcakes to celebrate ourselves.

It took an average of 2-3 hrs a day to get our cabin cleaned. We would leave and come back and still not touched. In the past I swear our room steward lived under our bed because we would leave our cabin and come back within the hour it was all set. Usually we click with at least 1 person, who would address us by our names, nope not on this sailing.

Food was good, but it was the same thing every night, everywhere! The best show was the one we paid $195.00 to see at Spiegal Tent Cirque Fantasy. We ordered off the kids menu cause we are not big Surf/Turf eaters. The worst show had to be Rock of Ages it was like watching a bad high school performance. We walked out before the end, do not know why we stayed as long as we did! We enjoyed the Splash Academy performance better than Rock of Ages. Really can't believe someone thought that would be an appropriate show for a cruise ship. Really wish they put more thought in a show for all ages like BMG on Epic.

Most disappointing of all for us was when we pulled up to Great Stirup Cay and the Captain gets on the intercom to announce due to rough water we could not tender to the island. I've been in rougher water and tendered just fine to that island. It was like the Griswald's pulling up to Wally World and it being closed. That was what I was looking forward to the most was GSC:( We missed it last year on the Jewel too, due to Sandy. When we were passing by RCCL they were tendering their passengers just fine, not sure if anyone else noticed? They substituted with Nassau at night, just was not the same:( Spent an extra $100 at Señor Frogs just because nothing was opened. We needed something to do. We had Atlantis booked for the next day. Traditionally I get off NCL come home and book another sailing. This time I had no desire. I'm so close to Platinum status, but I'm so disappointed on this sailing on the Breakaway. I'm not sure if the size of the ship had anything to do with the lack of customer service. I think we will stick to the smaller ships they seem to be more personable and I do not feel nickel and dimed for everything . There are so many other things that I haven't even mentioned that was disappointing or we had issues with it. I am looking forward to my NCL survey they will be getting an earful.

[mpk218]

Interesting ;)

[MCAT48]

Sorry to hear you had a disappointing time on the breakaway. It seems like it's hit or miss with service on this ship because when I was on the breakaway in October I had great service for the most part.

[setsail1975]

I have read so many mixed reviews and I'm really not too hard to please. I went on with full expectations that this was going to be a great vacation!! We booked this back in January. We did this itinerary again because we didn't have to fly, the ship itself and we missed out due to Sandy last year. Really wished we had a better outcome:(

[johnmpcny]

sorry to hear, I see trend from us who have sailed and liked the smaller ships.

Of course since you have only 40 posts on cc, the 1000+ posters will point your opinions are not real valid even if you have almost hit platinum

:D

Edited November 4, 2013 by johnmpcny

[mpk218]

sorry to hear, I see trend from us who have sailed and liked the smaller ships.

Of course since you have only 40 posts on cc, the 1000+ posters will point your opinions are not real valid even if you have almost hit platinum

:D

 

I hear ya . Its so crazzy hitting platinum in 3 cruises . :D

I too hate big ships .. And soo glad only have 4000 posts.

keeps me outa the fray ...

 

;)

[Barb Nahoumi]

Being close to Platinum, you must have tried other NCL ships. Go back to one of them again, and I'll bet that the experience will be better.

[setsail1975]

Yes ,I'm new to CC but not cruising. That's fine and these are simply my opinions . I'm basically stating that I didn't get "that glad to have you back feeling" on the Breakaway that I generally have gotten on all my other sailings with NCL. I've been on many RCCL, Carnival and Celebrity and have always had such a great experience. Breakaway was lacking a lot for us.

[Ronni G]

Just off the Breakaway today and as always was impressed with the service and how hard the staff always works. The ocean was SO calm... you couldn't even tell the ship was moving.

 

Our balcony cabin was a very good size, although as many have previously posted, the balcony itself is very small. Storage is plentiful; luggage fits nicely under the bed. We asked that the refrigerator be emptied and that extra hangers be delivered to the cabin - this was done in a short period of time.

 

Food was just okay in the three main dining rooms that are included in the cruise fare. The selection does get boring! And, no more lobster or shrimp in these dining rooms. Lobster was the main draw for the buffet on night #2. However, the lines were SO long and it was so disorganized that we just walked out. Did enjoy O'Sheehans and the Uptown Grill as well as three of the specialty restaurants. Disappointed that there WAS NOT a chocolate night buffet... seriously, why not????

 

Entertainment - Loved Burn the Floor, Tina Turned show and Howl Over the Moon. Walked out of Rock of Ages. We also enjoyed the piano player on board.... don't recall his name at the moment. Loads of activities on this ship in addition to the usual ship activities.... mini golf, climbing wall, waterslides, walk the plank, etc. The fireworks display was excellent.

 

Pool - Loved the adult area, Spice. You must be at least 18 to be in this area and this was enforced. People with children were asked to leave... thank you NCL for that!!!

 

Would sail this ship again, but a different itinerary.

[mpk218]

Yes ,I'm new to CC but not cruising. That's fine and these are simply my opinions . I'm basically stating that I didn't get "that glad to have you back feeling" on the Breakaway that I generally have gotten on all my other sailings with NCL. I've been on many RCCL, Carnival and Celebrity and have always had such a great experience. Breakaway was lacking a lot for us.

 

Understood. Its a new Giant ship with a tonne of new crew . I can see where it might be in need of a settling in period . I too prefer the smaller ships.

Query ? Have you tried the SUN ??? ;)

[funredhead]

We were on the same sailing. And I agree that service was not was it is on other ships. That is not to say that the staff does not work hard. It's that they do not leave an impression on guests. Our room steward was so ho-hum. He avoided us all week. On other ships, we have gotten to know the staff. the breakaway was different in that regard.

 

My opinion is that this is more of a reflection of the captain and his officers. They are not visible on the ship. You only hear from the Captain on the morning announcements. We did not see him all week. Although, I do know that he posed for photos. On the Dawn, the Captain actually does a question and answer session. And the difference between the staff personalities on the Dawn and the Breakaway are night and day.

 

I do think the entertainment staff was friendly. and by that I mean the actual performers. Last night, we were in Howl at the moon and several of the cast were there off duty. They got up and sang several songs. They interacted with guests and were very friendly. The woman who performed Mamma in ROA has the most incredible voice.

[antsnanny]

I just got off the Breakaway today and was very impressed with the ship, but customer service went down hill from my last sailing 6 months ago on the Sky. I may be a little scattered with my review.( Please bare with me)We are a few points away from Platinum Latitudes so I have sailed quite a bit with NCL. The service on this past weeks sailing was very disappointing for all of my traveling party, which there was 13 of us. We all split apart on the ship. We all had pretty much the same issues. No one went out of their way to make an impression on us. I couldn't even tell you my room stewards name. That is not typical of my past sailings. 1st disappointment was Vibe. I should of just stayed in the back at H2O. Dining rooms we could never get a reservation without at least 1/2 hr wait in Savor or Taste for a party of 5. Manhattan Room was easier, but service lacked here big time. 2 separate nights my server forgot at least 1 or 2 items I ordered. Drinks never got refilled , when I say drinks I mean plain water. We went early asked for a Anniversary Cake to be brought out for my in laws 47th wedding anniversary, they never came to our table!!!! We went to Carlos bakery spent $12 on a couple of cupcakes to celebrate ourselves.

It took an average of 2-3 hrs a day to get our cabin cleaned. We would leave and come back and still not touched. In the past I swear our room steward lived under our bed because we would leave our cabin and come back within the hour it was all set. Usually we click with at least 1 person, who would address us by our names, nope not on this sailing.

Food was good, but it was the same thing every night, everywhere! The best show was the one we paid $195.00 to see at Spiegal Tent Cirque Fantasy. We ordered off the kids menu cause we are not big Surf/Turf eaters. The worst show had to be Rock of Ages it was like watching a bad high school performance. We walked out before the end, do not know why we stayed as long as we did! We enjoyed the Splash Academy performance better than Rock of Ages. Really can't believe someone thought that would be an appropriate show for a cruise ship. Really wish they put more thought in a show for all ages like BMG on Epic.

Most disappointing of all for us was when we pulled up to Great Stirup Cay and the Captain gets on the intercom to announce due to rough water we could not tender to the island. I've been in rougher water and tendered just fine to that island. It was like the Griswald's pulling up to Wally World and it being closed. That was what I was looking forward to the most was GSC:( We missed it last year on the Jewel too, due to Sandy. When we were passing by RCCL they were tendering their passengers just fine, not sure if anyone else noticed? They substituted with Nassau at night, just was not the same:( Spent an extra $100 at Señor Frogs just because nothing was opened. We needed something to do. We had Atlantis booked for the next day. Traditionally I get off NCL come home and book another sailing. This time I had no desire. I'm so close to Platinum status, but I'm so disappointed on this sailing on the Breakaway. I'm not sure if the size of the ship had anything to do with the lack of customer service. I think we will stick to the smaller ships they seem to be more personable and I do not feel nickel and dimed for everything . There are so many other things that I haven't even mentioned that was disappointing or we had issues with it. I am looking forward to my NCL survey they will be getting an earful.

 

 

I was on your sailing and noticed some of the same customer service issues as you have, more than likely in my opinion due to having to staff such a large ship. I think it will get better, I have faith in NCL.

We paid 39.99 pp for Cirque which was fabulous as was the food. As far as Rock of Ages was concerned, that play is not for everyone but there were people who loved it in our group and a few who did not.. To each, his own...

I was not nickeled and dimed, if I ate at one of the specialty restaurant it was my choice, there were at least 5 free venues to choose from. My point is that no one is forcing anyone to spend money on meals yet if you desire French food, Sushi, Italian etc. the choices are there for those that want to take advantage of them.

I was very disappointed not visiting GSC also but my husband watched those tenders bobbing up and down trying to go alongside our ship for a very long time while they tried and tried again to position the tenders safely next to our ship. His reaction was that he would have not gone on the tenders if it was NCL's decision to tender us. It looked very dangerous to him. I did see the Royal ship but keep in mind these are two very different ships with different sets of issues regarding tendering. Im pretty sure that NCL would much rather have gotten us all over to GSC as they lost all of the revenue from excursions, clam shells, cabanas etc. because they cancelled. I feel our captain chose safety first, the seas were very high that day and it was extremely windy. Having said all of that I understand your disappointment, of course we were all looking forward to GSC.

 

I started my reply to you about the customer service needing improving but I would be remiss if I did not mention that I also met some very special, hard working men and women on the Breakaway. I met employees who went above and beyond for their guests. I too, hope the customer service improves on the Breakaway and I would book it again without hesitating. I especially loved deck 8 with all the outdoor venues, the fireworks, the casino, Burn the Floor and I thought the food was very good.

[antsnanny]

We were on the same sailing. And I agree that service was not was it is on other ships. That is not to say that the staff does not work hard. It's that they do not leave an impression on guests. Our room steward was so ho-hum. He avoided us all week. On other ships, we have gotten to know the staff. the breakaway was different in that regard.

 

My opinion is that this is more of a reflection of the captain and his officers. They are not visible on the ship. You only hear from the Captain on the morning announcements. We did not see him all week. Although, I do know that he posed for photos. On the Dawn, the Captain actually does a question and answer session. And the difference between the staff personalities on the Dawn and the Breakaway are night and day.

 

I do think the entertainment staff was friendly. and by that I mean the actual performers. Last night, we were in Howl at the moon and several of the cast were there off duty. They got up and sang several songs. They interacted with guests and were very friendly. The woman who performed Mamma in ROA has the most incredible voice.

 

I think you nailed it when you said the staff worked hard but did not leave an impression on the guests, our steward kept our cabin neat and clean but we did not really get to know her. As far as the question and answer with the captain and his officers there was one held in the atrium on Friday. I did see the officers from time to time but I agree I saw more of them on their smaller ships. I was wondering if that is because the ship is so large, I also noticed I saw the people I was traveling with a lot less too!

[antsnanny]

Yes ,I'm new to CC but not cruising. That's fine and these are simply my opinions . I'm basically stating that I didn't get "that glad to have you back feeling" on the Breakaway that I generally have gotten on all my other sailings with NCL. I've been on many RCCL, Carnival and Celebrity and have always had such a great experience. Breakaway was lacking a lot for us.

 

 

The Breakaway was a very different ship for us. The first day I didn't like it but it grew on me. I missed the Great Outdoors yet I loved Deck 8. I loved the cirque tent but I missed the bigger shows, especially the Farewell Show. This is the largest ship I have ever been on and there are tradeoffs. Again, Im agreeing with you on the customer service issues but I believe that will be ironed out in time.

[DMH15]

I stay away from new ships

I stay awsy from floating mega hotels. When that 's all that's left I will go somewhere else.

 

 

Sent from my iPhone using Tapatalk - now Free

[setsail1975]

Understood. Its a new Giant ship with a tonne of new crew . I can see where it might be in need of a settling in period . I too prefer the smaller ships.

Query ? Have you tried the SUN ??? ;)

 

No, I haven't done the Sun. I've done the Dawn, Pearl, Jewel, Gem,Sky, Epic & Breakaway

[setsail1975]

I stay away from new ships

I stay awsy from floating mega hotels. When that 's all that's left I will go somewhere else.

 

 

Sent from my iPhone using Tapatalk - now Free

 

All their new ships are mega ships to come. Would really love if they would make a newer ship in the 85,000 ton range.

[Medtech2]

Yes ,I'm new to CC but not cruising. That's fine and these are simply my opinions . I'm basically stating that I didn't get "that glad to have you back feeling" on the Breakaway that I generally have gotten on all my other sailings with NCL. I've been on many RCCL, Carnival and Celebrity and have always had such a great experience. Breakaway was lacking a lot for us.

I totally understand your views about the service but nowhere am I seeing why you brought up that tired phrase "nickel and dimed." I am not bashing your review but it seems most everyone who has a negative experience brings this phrase into the dialog.

 

Also, when you left your room did you turn on the "make up room" light? On our Epic sailing our steward would swoop in and clean every time we left, several times a day. We never did figure out how he did this. On our Sun sailing our steward only came in once during the day, sometimes not until late. On the Breakaway I made sure to flip that switch every time we left, as well as the do not disturb one when we entered...

[Cubechick]

All their new ships are mega ships to come. Would really love if they would make a newer ship in the 85,000 ton range.

 

That is not going to happen.

[setsail1975]

I totally understand your views about the service but nowhere am I seeing why you brought up that tired phrase "nickel and dimed." I am not bashing your review but it seems most everyone who has a negative experience brings this phrase into the dialog.

 

Also, when you left your room did you turn on the "make up room" light? On our Epic sailing our steward would swoop in and clean every time we left, several times a day. We never did figure out how he did this. On our Sun sailing our steward only came in once during the day, sometimes not until late. On the Breakaway I made sure to flip that switch every time we left, as well as the do not disturb one when we entered...

 

As far as nickel and dimed goes I rushed on the ship to get a Vibe pass, which was a total waste of $79.00. When you pretty much get the same in H2O, which I discovered day 5 of the sailing. Spa passes,The Cirque Show I absolutely loved, but really to charge $39.99 for children too. The Gelato, the cupcakes . I traveled with 3 children so every time I turned around I was paying additional for something. By no means am I cheap and we dropped our fair share of money on this sailing.

Yes, I did understand how the turn cabin light worked and used it always. Our cabin steward just moved in turtle speed. We would go hang out with our other family members whose cabins were cleaned and ready within an hours time. I'm serious when I said it took her 2-3 hrs to touch our room.Not to mention I would clean up my cabin and would make up our pull out couch daily to save her the trouble.

[kcwingwalker]

That is not going to happen.

 

I believe you are correct, but wish NCL would introduce some smaller new ships.

[youngestof9]

What didn't you like about Vibe? We absolutely LOVED vibe on our 10/13 sailing. Maybe because it wasn't warm for the first day and the last day (I'm assuming?). The service from Courtney and Jorge there was phenomenal. It was an excellent area to relax, go in the hot tubs and have great drinks. I'm just wondering why you didn't like it.

 

As far as missing GSC, I have to say that it makes me laugh when people say things like "well, other ships were tendering". Do you honestly think that the captain said "eh, don't feel like GSC today". There is always a reason for things and while it stinks you didn't make it, I'm 110% positive the decision to skip is not taken lightly.

 

Sorry you didn't care for your sailing. I hope you'll find another sailing more to your tastes.

[L3GWG]

Setsail1975, in regards to the cirque show I presume your kids all took up a seat and ate the same food as the adults. If correct why would you expect them to get it cheaper?

 

 

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[bean24]

I was also on this cruise. I've sailed with Capt Hoyt before, he just seems to be quieter and less visible than some of the others. I don't really get hung up on that, as long as we get from point a to b safely. As far as GSC I did see the Royal ship, but it was very rough. My DH once tendered on a day like that and coming back was terrible people getting sick and the tenders took forever. We had a cabana booked since April believe me I wanted to go but safety is more important.

We did return to our room and it wasn't made up a few times which was inconvenient. Once we even told her forget it since Scott was having a rough time.

We did love ROA, my brother and sister in law went twice. Different strokes for different folks.

We didn't eat in any of the main dining rooms so I can't comment on that, but O'Sheehan's was good and the buffet had a pretty good variety.

[Robert & Debra]

We sailed Breakaway in September and I am still trying to figure out where I would rank it among my cruises. It was the best in some areas and worst in others. We did love the ship and our cabin. We had an aft balcony. But as others have said we found the service to be lacking in some areas and it did make our overall experience less enjoyable.