NCL Cruise Critic rating is falling.....

[jingle5616]

I was over at the Cruise Critic member review section reading reviews and was some what taken back by the volume of bad to middling reviews NCL is receiving lately. I noticed that NCL's over all member rating is tanking because of this. I do recall that NCL's rating was once at 74% and now it has dropped to 68%, which is the lowest of any of the USA based large cruise lines. I have to wonder if this is negative response to the direction the new management has taken in the last year or other issues. Either way not good.

 

From my reading it appears the new Large ships are receiving the worst reviews, especially the Escape (36% "Loved it"). I don't like the large ships so I don't have basis for an opinion as I don't cruise on them anymore. I have cruised 3x time in the last year on the Jewel(2X) and Dawn and didn't notice horrible issues other than the irritants the new management has instituted. What's causing the ratings to drop?

 

FYI, the current rankings of the main stream lines are Azamara 86%, Disney 85%, Celebrity 83%, Princess 78%, Holland America 75%, Royal Caribbean 75% Carnival 74% and NCL 68%. And just for grins, NCL's sisters Oceania is 74% and Regent 71%.

[perditax]

Non-cheerleader response: Probably can't take the Escape ratings into account yet, because it seems like a lot of people took 'maiden' voyages on it and then were surprised when all the kinks weren't worked out yet.

[MrsPhoenix91]

Non-cheerleader response: Probably can't take the Escape ratings into account yet, because it seems like a lot of people took 'maiden' voyages on it and then were surprised when all the kinks weren't worked out yet.

 

It bears witness to the "Tried and True" philosophy, doesn't it :D

[TheDougOut]

Cheerleader response: I often wonder if there's an organized effort to slander NCL on cruise critic. I see and read all the negativity, and when I step on board the ships I just don't get it. Some of the negativity is so embellished it's humorous (imho).

[jingle5616]

Cheerleader response: I often wonder if there's an organized effort to slander NCL on cruise critic. I see and read all the negativity, and when I step on board the ships I just don't get it. Some of the negativity is so embellished it's humorous (imho).

 

All lines have their dissenters. I don't see any conspiracy going on against NCL. NCL has always been my 1st stop for a cruise, but not so much anymore. It's hard to be brand loyal these days.

 

In any event, these ratings take hundreds, even thousands, of reviews into account, so something is making NCL's rating sink. The question isn't that the rating is falling, but why is it falling.

[waterbabies7415]

Cheerleader response: I often wonder if there's an organized effort to slander NCL on cruise critic. I see and read all the negativity, and when I step on board the ships I just don't get it. Some of the negativity is so embellished it's humorous (imho).

 

Ditto. Totally Agree. We tried others and Love NCL

[hawk1972]

I have been reading the reviews of the Jade in the Western Caribbean out of Houston because we will be on her in January. Most of them are pretty negative.

 

They are all from November, when the Jade returned from Europe, and I understand the first cruise after the TA was pretty rocky -- lots of crew, service, bar, tendering, embarkation, disembarkation, etc. issues. It's hard to tell exact dates, but it looks like several are from this initial cruise.

 

I am hoping that they get lots of these things ironed out between now and January.

[FranknBeans]

Cheerleader response: I often wonder if there's an organized effort to slander NCL on cruise critic. I see and read all the negativity, and when I step on board the ships I just don't get it. Some of the negativity is so embellished it's humorous (imho).

 

I totally agree with this. We have over 30+ cruises with NCL and other than a couple minor hiccups (soap dispenser empty, glasses w/lipstick).

We've had amazing cruises and experiences.

 

I think we all know that its easier to write a negative review as is complaining in stores and yet how often do we say thanks, service was really good etc.

[Jeremiah1212]

I make it a point not to read many reviews, if any. Especially when a new ship comes online, a lot of the early reviews are from people who take the critic in Cruise Critic to the extreme. The uber-cruise enthusiast. It's the same thing with all industries. There is airline website similar to this one that is filled with hundreds of people who know better than any CEO out there when it comes to all things aviation.

 

We've all sat next to the people at the pool, at dinner, at the casino who are self proclaimed cruise line CEO's, naval architects, meteorologists and hotel directors all in one. They know everything and have an opinion to back it up. I'm pretty confident this is where the bulk of the ratings are coming from thus far.

 

I did randomly read a few reviews this time. Most of the critiquing I read were things that 1, would have been known ahead of time by a seasoned cruiser like smoke in the atrium, mediocre service and tiny pool or 2, things that were just so ridiculous and petty it was laughable.

 

NCL's guest relations and kaleidoscope of changes lately understandably have no set well with a lot of people. Myself included. But at the end of the day, you're on vacation! Enjoy it! Step away from guest services, grab a drink and have a good time!

[wilmingtech]

Let the haters hate...as long as they keep posting all the negativity and the trend keeps the masses away the ships will cost less and be half empty. Im not a stock holder so no complaints here.

 

:D

 

-Sean

[Jim The Lizard]

:cool:We've cruised five times during our 13 year marriage. We got married on Voyager of the Seas, went on a crazy cruise out of New Orleans on Grandeur of the Seas, been on two Carnival Cruises which were simply not for us, and just cruised last summer on Norwegian Gem. Hands down, the one we enjoyed the most was the Gem. I loved the laid back atmosphere of the Gem, and I can't get over how much I enjoy the Freestyle Dining and Norwegian's relaxed attire at dinner. That to me is the thing that I enjoyed the most; knowing that we could go to dinner when we wanted, and wear clothing that is relaxed that we would wear on a Friday night out at home. However, the vibe and atmosphere of the Gem was really also cool. I'm a Regional Manager for an excellent local restaurant chain in Cleveland, so anytime somebody else cooks for me or hands me a beer, I am TRULY grateful. We booked the Escape for February, and I am a review fiend; before I buy anything, I research and read reviews to no end! So, I am concerned about the Escape reviews, despite the discussion of "kinks" and "new ship" talk. I may find out on this cruise that I'm not a "mega-ship" kind of guy. But, I won't know till I disembark after a week of warmer temperatures, all I can eat meals, the unlimited beverage package, some shows and nightlife, and all of this spent with my wife. Keep writing those bad reviews, folks - I enjoy reading them. I find myself thankful that maybe at the end of my cruise the worst thing that happened to me was I had to wait for a drink or didn't like some shows. I have a pretty good feeling that I will find much more positive than many of these reviewers, because at the end of the day, I'm fortunate to have the ability and means to afford a cruise in February, out of the cold and bluster of Cleveland. Looking forward to "Cruising Like a Norwegian" - again!

[sjbdtz]

Cheerleader response: I often wonder if there's an organized effort to slander NCL on cruise critic. I see and read all the negativity, and when I step on board the ships I just don't get it. Some of the negativity is so embellished it's humorous (imho).

 

 

Ding, ding, ding.... we have a WINNER!

 

 

 

.

[xriva]

I think there were enough changes in a short enough time period that a lot of people are boarding ready for a fight. If you are annoyed at a company before you start using the product, you are not going to enjoy it. Plus, when you get the piling on effect from the professional whiners around here, it just makes the problem worse.

 

I am sailing out of Houston on the Jade for Christmas, and many of the reviews say it's horrible, but there are also reviews that say it's good. So, I usually ignore the extremes on both sides of any reviews and read the ones in the middle.

 

Also, as someone who has had to survey customers for years in corporate life, I read the comments - I don't just look at numbers. The comments can often show that the numbers are skewed one way or the other.

 

A lot of people who will never be happy will end up on review sites. They will go complain instead of asking for a manager at the time the issue occurs. Also, many of the problems are self-inflicted. My favorite was someone getting pissed because they went to Galveston when the Jade sails from Houston. This, of course, was NCL's fault. Read the brochure, people.

 

A bad cruise is better than a good day at the office, unless you're a taster at a whiskey distillery. I'm not, so I'd take a bad cruise any day.

[welove2cruise232]

I believe few that had a great cruise post a review, most if not all post a terrible review.

 

Sent from my KFTHWI using Tapatalk

[jingle5616]

Ding, ding, ding.... we have a WINNER!

 

 

 

.

 

A vast conspiracy! I don't think so. RCI newest Quantum class ships aren't a hit in any way and have awful ratings, but Royal has managed to keep their over all rating up. NCL has an extraordinary volume of bad reviews of late. Don't believe me go take a look. Why? I just don't buy into a conspiracy theory.

[Jim The Lizard]

I don't know about conspiracy. But I do know that Norwegian has a different feel and atmosphere because of the lack of more "formal" cruising. Couple that with more ala carte pricing, more cover charges, and bigger ships built for increased profits....that argument may hold water. I think the focus on more unlimited dining and beverage programs being offered as incentives may indeed be a ploy to minimize damage from staffing or service issues. But, if I go to dinner on a Friday night, do I know that every single night I'm getting a stellar meal and excellent service?. Sometimes, bad things happen in the customer and hospitality industry, and make no mistake: cruise ships are giant hotels and restaurants on steroids!. So many people now complain on the Internet and social media about their experiences; but, when approached directly, the story changes and their anger or disappointment becomes diluted. I call it "Internet Balls Syndrome".

[cruzsnooze]

I think the poor reviews are the result of the recent changes to nickel and dime us . First the no food taken out of restaurants which was reversed, and the ridiculous high new auto tip suggestion, room service fees and a la carte dining and the list goes on.

[electro]

I believe few that had a great cruise post a review, most if not all post a terrible review.

 

Sent from my KFTHWI using Tapatalk

 

But that would be true for all cruise lines so it doesn't explain why NCL's rating is the lowest and going down.

 

Lois

[CruisinHarvey]

Pretty interesting results. Looks like FDR has things well in hand. He has a lock on the bottom 3 cruise lines. He has successfully moved NCL from the highest rating of the three lines to the bottom, where I'd expect he thinks it should be. Congrats!!

[electro]

I think the poor reviews are the result of the recent changes to nickel and dime us . First the no food taken out of restaurants which was reversed, and the ridiculous high new auto tip suggestion, room service fees and a la carte dining and the list goes on.

 

^^This^^

[ChicagoBarb]

When I read reviews I also look at the date the person joined CC and how many forum posts they have.

 

If you look at that information you will see that most of the poor reviews are from people that joined in 2015 and have zero forum posts.

 

That makes me question their credibility. I get the impression that they just joined CC to bash - no matter what ship or what line.

[duchesslt]

The negative review trend I read has less to do with small pools or upcharges, but rather horrific service experiences.

 

Norwegian is in the services business and in services you really start walking a fine line when you tighten your resource load to maximize profits.

 

Most of the negative reviews I see are around horrific service experiences.

 

-- A customer who bought a suite package only to be blown off by staff when they couldn't find her reservation,

-- a late departure/embarking of a ship because of a security scare without appropriate handling of updates/food/drinks for clients,

-- inability to meet the promise of "freestyle cruising" with overbooked restaurants and shows by marketing something that is not the reality of the large ship experience,

-- slow dining services - many complaints 2+ hours to eat a 3 course meal.

-- changes in policy confusing customers who booked different terms and not clearly emailing changes and applicability (they certainly know how to send "buy a cruise" or "buy a package" emails)

 

Sounds to me like the negative reviews aren't "nitpicky" or "working out kinks" - they are pointing to overall poor service experiences that don't match up to what the brand promised.

[casofilia]

I love NCL for what it does great and can overlook most of the small niggles. :D :D

 

What gets me writing negatively about NCL is when, after I have sent a complaint directly to NCL or asked a question directly of NCL, I get no answer after 3 attempts about a week apart. :mad:

 

They would get a lot less negativity if they had better Public Relations emanating from Florida. Everyone gets annoyed at something, if NCL are not active or proactive, then it gets blown up into something big. :eek:

 

"Pull up your socks NCL!!"

 

Mike

[cmdchiefthom]

I've done HAL quite a bit, Princess once for a Tahiti cruise, and my wife has done RCL. We just like NCL so much because it is something we know, and enjoy it like a comfortable pair of shoes. Right now all the sudden changes make us wonder about the guy running the show, but we still look forward to boarding an NCL ship with rapt anticipation. We see no reason change things that satisfy our needs. The reviews either confirm what I already know or try to convince me to accept someone else's opinion as the absolute truth. I keep having to see for myself.;)

[Son of a son of a ...]

We have two more cruises booked on NCL and a FCC to use.

 

I think when FDR talks to shareholders about maximizing revenue, he forgets that the customer base also reads his comments. Tough to ignore the nickel and diming when the CEO announces that is the business model.

 

We might look to RCI in 2017, but for now we are in with NCL.