Disappointed in Gem Cruise Nov. 9

[riddle]

First of all, I have for years been very loyal to NCL, I believe I have about 16 cruises on them. We love the big ships, are in fact going on the Epic next week out of Miami.

 

Through a complicated set of circumstances I was able to change my inside cabin just for myself (CAS invite to slot tournament on Nov. 9) to a 2 Bedroom Family Suite and able to invite my DD and her DH and 2 young kids to join me. The price was good and the kids needed a break.

 

The cruise just did not seem right from the start. We were told we could only go in the general boarding area. I found another rep and got this straightened out and we were checked in and headed to the Priority Lounge. We snacked a bit as the room filled up. Then it filled up and up to where there were people standing everywhere. We had two cranky toddlers and Carlos kept running around giving out key cards and finding that he did not have them for a lot of people. I don't know what the issue was but we stayed in that lounge a long time.

 

We finally got on the ship, no escort, nothing. LeBistro was to replace Cagneys as the suite breakfast and lunch venue for the trip. We were disappointed but no big deal. I think that lunch probably took 2 hours. We adults received our soup after a very long wait, the kids still had nothing. Then our entrees came out and it was announced that the rooms were ready. My DD headed off to the room as the 1 year had reached his limit. The kids food still had not come. SIL and I ate and the kids food finally arrived. SIL left to relieve my DD so she could eat and took the 1 year old's food back to the room. I had ordered a glass of wine and this never came and I sure could have used it. I ran into another couple who were taking family on this cruise as a gift and had really talked it up. She said that so far nothing had come true and I was in agreement with her.

 

Upon entering the suite we found that nothing we had requested was there including a pack n play. This was requested at reservation time as well as later in an email. I called and gave a list of some of the things we were missing. Throughout the afternoon some of the things arrived and some never did. It became easier to just adjust to what we had. We were told our email had never arrived yet we had no bounce back on it. This is our first suite so we just hoped things were straightened out later in the day.

 

Travelling with small kids is challenging and we had no expectations that it would be the relaxing week we had all had as just couples. Next disappointment would be to find that there was no babysitting available as we had been told we could have the 1 year old babysat for a fee and enjoy some adult time. The 3 year old would go to the kids club and the 3 of us could have a few adult only dinners. Not to be, we had to split up and 1 of us stay behind with the 1 year old.

 

We had never been told that construction would be going on during our cruise. Hence the lower price I am sure but did not know it at the time. The family came to love our butler (I can't remember his name as I did not interact with him much). Most meal were room service or the buffet. The butler was extremely punctual and good with the kids.

 

We did not know there was a replacement venue for the Blue Lagoon as it was shut down. That is our fault for missing it in the dailies. We had hoped to use that restaurant a lot. I never saw a sign to go to Orchid Garden.

 

The family enjoyed the beach at Cocoa Beach but stayed on the ship in the Bahamas to enjoy the water slides, etc.

 

I did not complain to anyone on ship as I know most of these things were out of their control. I would consider it still a nice vacation but not the service we usually had with NCL.

 

In closing, I got off the ship early as I had a flight to catch. The kids did priority disembarkation which for some reason took forever. Again, who knows on this.

 

The suite life did not impress me for the additional dollars it cost. We'll be back on NCL, in our cheap rooms. We can't generally afford suites so I guess this is a good thing.

[deladypilot]

I am so sorry to hear things did not go so well. Sounds like it was just one blunder after another. Also glad to hear overall you enjoy your time together.

 

We are in our first suite next year. Not sure what to expect but like you we tend to just go with the flow so we shall see

 

Welcome back home

[NYcruzzer]

Welcome home. Thank you for taking the time to write a fair and balanced review. Sorry you had a few dissapointments. Did you discuss any of these issues with Hotel manager ? If not perhaps an e-mail would be helpful. I would think that constuctive critism from loyal guests would be helpful for future cruisers. Enjoy the Epic next week.

[hpecorari]

I'm sorry things didn't go so well on your cruise but am happy that you still had quality family time. The suite life sure didn't sound like it held up to what it should have been and I'm sorry about that.

 

Where did you read/hear that there was babysitting for a 1-year old. NCL website states:

 

http://www.ncl.com/why-cruise-norwegian/family-cruises/youth-programs

 

Guppies

6 Months - 3 Years (Parents required)

Norwegian’s youngest guests can enjoy up to two hours a day of sensory play, painting and other activities with their parents.

 

Harriet

Edited November 16, 2014 by hpecorari

[Ilovesailing]

First of all, I have for years been very loyal to NCL, I believe I have about 16 cruises on them. We love the big ships, are in fact going on the Epic next week out of Miami.

 

Through a complicated set of circumstances I was able to change my inside cabin just for myself (CAS invite to slot tournament on Nov. 9) to a 2 Bedroom Family Suite and able to invite my DD and her DH and 2 young kids to join me. The price was good and the kids needed a break.

 

The cruise just did not seem right from the start. We were told we could only go in the general boarding area. I found another rep and got this straightened out and we were checked in and headed to the Priority Lounge. We snacked a bit as the room filled up. Then it filled up and up to where there were people standing everywhere. We had two cranky toddlers and Carlos kept running around giving out key cards and finding that he did not have them for a lot of people. I don't know what the issue was but we stayed in that lounge a long time.

 

We finally got on the ship, no escort, nothing. LeBistro was to replace Cagneys as the suite breakfast and lunch venue for the trip. We were disappointed but no big deal. I think that lunch probably took 2 hours. We adults received our soup after a very long wait, the kids still had nothing. Then our entrees came out and it was announced that the rooms were ready. My DD headed off to the room as the 1 year had reached his limit. The kids food still had not come. SIL and I ate and the kids food finally arrived. SIL left to relieve my DD so she could eat and took the 1 year old's food back to the room. I had ordered a glass of wine and this never came and I sure could have used it. I ran into another couple who were taking family on this cruise as a gift and had really talked it up. She said that so far nothing had come true and I was in agreement with her.

 

Upon entering the suite we found that nothing we had requested was there including a pack n play. This was requested at reservation time as well as later in an email. I called and gave a list of some of the things we were missing. Throughout the afternoon some of the things arrived and some never did. It became easier to just adjust to what we had. We were told our email had never arrived yet we had no bounce back on it. This is our first suite so we just hoped things were straightened out later in the day.

 

Travelling with small kids is challenging and we had no expectations that it would be the relaxing week we had all had as just couples. Next disappointment would be to find that there was no babysitting available as we had been told we could have the 1 year old babysat for a fee and enjoy some adult time. The 3 year old would go to the kids club and the 3 of us could have a few adult only dinners. Not to be, we had to split up and 1 of us stay behind with the 1 year old.

 

We had never been told that construction would be going on during our cruise. Hence the lower price I am sure but did not know it at the time. The family came to love our butler (I can't remember his name as I did not interact with him much). Most meal were room service or the buffet. The butler was extremely punctual and good with the kids.

 

We did not know there was a replacement venue for the Blue Lagoon as it was shut down. That is our fault for missing it in the dailies. We had hoped to use that restaurant a lot. I never saw a sign to go to Orchid Garden.

 

The family enjoyed the beach at Cocoa Beach but stayed on the ship in the Bahamas to enjoy the water slides, etc.

 

I did not complain to anyone on ship as I know most of these things were out of their control. I would consider it still a nice vacation but not the service we usually had with NCL.

 

In closing, I got off the ship early as I had a flight to catch. The kids did priority disembarkation which for some reason took forever. Again, who knows on this.

 

The suite life did not impress me for the additional dollars it cost. We'll be back on NCL, in our cheap rooms. We can't generally afford suites so I guess this is a good thing.

 

 

Upsets and delays are a part of life, you need to just with it and move on.Be thank-full that your able to enjoy the things of life even if it means upsets, its not worth the effort of getting upset.

 

Also consider leaving the kids at home.

[computerworks]

Glad you had a reasonably good time at the discounted rate.

 

Almost all of your problems could have been resolved early on, via your butler and/or concierge... and simply reading the Dailies.

 

Except the babysitting... that could have been known by reading the Kids Club info on the Norwegian website.

 

Better luck next time.

[riddle]

We had read that baby sitting was available at $6.00 per hour for children under 3. We did not dream this up.

 

Although I know nothing is perfect and we are quite willing to overlook the small things, it is not my opinion that if there are suite amenities that you should have to ask and ask for them. We did contact the concierge. Some things were corrected, some were not. My daughter is extremely allergic to most bedding. We had asked for non allergenic pillows. They said they were out of them and gave us foam wedges instead.

 

The staff we encountered in the restaurants and throughout the ship were wonderful and were fabulous with the kids. I have nothing but praise for them.

 

We had to ask to have the mini fridge unlocked. It was not supplied with juice for the kids as we had asked. It was never emptied of the NCL items as we had asked.

 

This was not a "discounted" rate. We paid what was advertised on the website. Just because the price was good should have no reflection on the services/amenities that should have been provided. I do not go on vacation to prod and prod for what I have requested in the first place.

 

I know that if I had complained to a higher up we would have gotten something as compensation such as a free meal. This was not what we were seeking. This cruise was gift from us to our kids and we just wanted what I had told them to expect.

[riddle]

The babysitting may have been a misunderstanding if we were talking about the 3 year old or the 1 year old. I stand corrected on that one. Sorry for the confusion.

[Sauer-kraut]

The babysitting may have been a misunderstanding if we were talking about the 3 year old or the 1 year old. I stand corrected on that one. Sorry for the confusion.

 

From NCL FAQ #babysitting

Are babysitters available?

 

No, Norwegian doesn’t offer babysitting but instead offers Group Sitting Services for children ages 3-12 years old every night from 10:30pm - 1:30am (Late Night Fun Zone) and on port days while the ship is docked.

 

On Port Days, a minimal fee is charged only during scheduled meal time per the activity booklet.

 

Nightly at Late Night Fun Zone, there is an hourly fee of $6.00 per hour, per child and $4.00 per hour, per child for each additional sibling.

 

Parents are encouraged to sign up in advance for both services. If no children are signed up or dropped off by 11:30 pm for the nightly service, the youth center will close for the evening. The fees are charged to your on-board account. Fifteen minute transition time is offered before charges apply from Splash Academy to Late Night. Both services are run by the Youth Staff in the Splash Academy Facility.

 

Hours of Operations

Port Day: Arrival into Port – Departure from Port

Overnight In Port: Arrival in Port – 8:00 pm

[Trevor Fountain]

"The Kids needed a break". Ages 1 and 3. God help them when they become adults. :rolleyes:

[luddite]

Being on a ship during reconstruction/refurbishing/major repairs would really stick in my craw. That's what drydocks are for.

 

You have my sympathy.

[Susie51]

My daughter has worked for RCI in the children's department. On her off duty hours she would sometimes babysit in the pax rooms. Some of the other staff members would babysit also. This was an additional charge and was up to the employee if they wanted to do it.

 

On your cruise there could have been no one interested in babysitting or the service is no longer available.

 

I think you did what you could to get the things you were missing. I commend you for managing to make do with what you had.

 

After several cruises, I learned to get to know the hotel manager. He/she can help you a lot.

[mjkacmom]

My daughter has worked for RCI in the children's department. On her off duty hours she would sometimes babysit in the pax rooms. Some of the other staff members would babysit also. This was an additional charge and was up to the employee if they wanted to do it.

 

On your cruise there could have been no one interested in babysitting or the service is no longer available.

 

I think you did what you could to get the things you were missing. I commend you for managing to make do with what you had.

 

After several cruises, I learned to get to know the hotel manager. He/she can help you a lot.

 

I don't think NCL offers any babysitting for the under 3 crowd - RCI does.

[CanadaTraveller]

Thanks for your review. I am a huge NCL fan, but I can appreciate when you have expectations that are not being met. And when it feels like they are being compounded you start to question paying more when you were happy in a regular cabin. I found your review very fair, and your title was clear; you were disappointed but it didn't ruin your trip.

 

It is great that people have shared links on the baby sitting service, and I know there is much information on what is and isn't included in a cruise on the NCL website. But sometimes, especially after many cruises, people may think they know, have read, heard about the various services and their availability. Being human, why look up what you think you know? People make mistakes. Reporting to the hotel manager is a great idea, but when you are on vacation, if you can live with the bumps, it sometimes feels like doing that process is work. Do I want to spend time with the manager or my family? All of it is good learning.

 

I am trying a suite for the first time in February. I hope all goes well, but like you, if I don't see the value, I am happy to go back to a regular balcony on NCL, where I have really never had a complaint.

 

Again, thanks for sharing your learning.

 

 

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[monkeybone]

"The Kids needed a break". Ages 1 and 3. God help them when they become adults. :rolleyes:

 

I believe he was speaking of his DD.

[monkeybone]

Being on a ship during reconstruction/refurbishing/major repairs would really stick in my craw. That's what drydocks are for.

 

You have my sympathy.

 

Agreed!

[riddle]

Yes, the break was for the working parents of the 1 and 3 year olds.

 

Not being told of the construction in advance does upset me.

 

This is cruise critic, not all things that are said have to be complimentary.

 

We were just disappointed, but it did not ruin our week. We were not alone in our disappointment.

[computerworks]

We had to ask to have the mini fridge unlocked. It was not supplied with juice for the kids as we had asked. It was never emptied of the NCL items as we had asked.

 

The Gem had just come off a two day Cruise to Nowhere. All minibars are locked during that cruise.

 

They should have done that in advance... but a quick call to the cabin steward should have rectified that.

[riddle]

Once again, nothing we had asked for had been done to the cabin. We had made calls. Things on this cruise were very slow in coming through - especially at the start.

 

Again, it is not my job to harp and harp on what we had asked for. It is my job to enjoy the vacation we had paid well for. I had come to expect this of NCL even if I was in an inside cabin. Hence, the title of my post.

[Shawnino]

Once again, nothing we had asked for had been done to the cabin. We had made calls. Things on this cruise were very slow in coming through - especially at the start.

 

 

Thank you for your honest review.

 

When you write that you made calls, did you call the Suite Concierge, or Guest Services? Thanks.

[riddle]

We emailed the concierge prior to the trip and called him while on board. We eventually got the things we stressed but to be honest he was quite pleasant but seemed to need to be everywhere at once. I do not blame him, as I said from embarkation till much later on there just seemed to be a lot of disconnects on this cruise. It felt like since it was an added on cruise that perhaps all staff and procedures were not in place.

[landlady1952]

We also were on that cruise. It did seem like a lot if things were just a little off. I attribute it to having just completed the 2 day cruise to nowhere. Staff and many passengers said it was crazy and exhausting for all. If I hadn't traveled on NCL before I never would have known about debarkation rules and going to get tags for bags down by guest devices etc. our steward left us no information at all. He was never around forgot things we asked for etc. I think he was just plain tired. But as many say..... Any cruise is a good cruise. Will be back on Gem in March. Hoping all construction for all things to be done will be completed

[mizLORInj]

The Gem had just come off a two day Cruise to Nowhere. All minibars are locked during that cruise.

 

They should have done that in advance... but a quick call to the cabin steward should have rectified that.

 

That is usually the case, but on last weekend's CTN we were surprised to find that our minisuite's fridge was unlocked and empty, so we put our own water in it. I thought it was odd but it worked out fine for us.

 

OP: I would surely want to know ahead of time if various refurbishments were going on during a cruise I was booked on. Sorry to hear you didn't have a great experience.

[luvtheships]

"The Kids needed a break". Ages 1 and 3. God help them when they become adults. :rolleyes:

 

She was probably referring to her kids....the dd and sil

 

 

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[david_sobe]

Sorry to hear the Gem cruise did not meet your expectations. Some of the issues are typical and normal things to experience. The last 2 suite embarkations I experienced always have a crowded room and sure there can be a cranky toddler. I have even seen regular check in happen faster than suite embarkation. The reason is simple: It can be overwhelming with families with all these kids trying to book them all in. But don't let that damper your cruise. Not sure why Le Bistro for breakfast vs Cagneys would be disappointing. And it is also very common for things not to be right for things delivered or items removed from the fridge on the first day. You can simple straighten that out with the crew. Not making light of your slight disappointment but almost everything you mentioned happens every cruise for me. Last cruise we somehow lost our escort to the ship but found the Haven ourselves. Sometimes small things like these can fester and ruin the mood for a minute but we cant let it linger to make any impact on a vacation especially a cruise! But what a HUGE upgrade from inside room to 2 bedroom suite! That alone would have blown me away. The staff could have thrown food at me and I still would have been in awe :eek:

Have fun on the Epic ! Make sure to come back and tell us all about it.

Edited November 17, 2014 by david_sobe