Norwegian Cruise Lines West Islip New York Review

Nowegian Jewel 1/28/12 – 2/4/12n nMy husband and I wanted to make our 40th anniversary celebration memorable and unforgettable! As NCL silver latitude members, we decided to take our children, their spouses and all of our grandchildren on an NCL cruise to celebrate this milestone, since all our previous cruises with them were a very positive experience. Instead of booking our usual economic inside cabin, we busted the budget, reserving a penthouse on the 11th deck with an adjoining suite. NCL representatives told us that the penthouse came with numerous perks, including bathrobes, that would be ours to nkeep as a special souvenir. We believed the total of cost of approximately $7,000 would be well worth it, since it was a once in a lifetime celebration. Everyone counted down the days until we sailed…..the grandchildren could hardly contain their excitement, since this was to be their 1st cruising experience. For the first time ever, a limousine was booked to transport us roundtrip to and from the pier in NY. Finally, our much anticipated dream cruise was about to begin.n nAfter boarding, we opened the door to our penthouse and were greeted by an overwhelming, foul, obnoxious sewer nstench coming from the master bathroom. Garbage was found in a pile on the balcony deck and the windows of the balcony railings were obscured by salt spray. We reported these issues to the reception desk hours before departing the port. Unfortunately, the childrens’ view of the Statue of Liberty, bridges and the NY skyline was blocked by the balcony windows, still covered with salt spray, as our ship sailed past. The sewer stench continued, requiring a second trip to the reception desk before dinner. The second steward, Devon Bedward, was dispatched to the room to solve the problem. After returning to the room at about 10:30, the disgusting stench was now permeating the entire suite, necessitating yet another trip down to reception. We were impatiently informed by reception that it was documented by Devon Bedward at 7 pm that the stench was gone, problem solved. I left a written complaint in the box for the hotel director, Hugo Vanosmael, about this horrendous situation. Mark Anthony was now sent to the room, who confirmed the stench was definitely still present. He left to find someone to help him get the smell under control and at 11 pm, something was put into the toilet and air freshener was sprayed in the room, with a promise that a plumber would arrive in the morning. Now, the entire family, 6 adults and 4 children, 8 yrs. old, 6 yrs., 3 yrs. and an 8 mo. old ninfant were forced to sleep in a room that smelled like a sewer, accompanied by a sickening sweet air freshener scent.n nThe problems continued to multiply. A pack & play requested when we made reservations had not been delivered. Another call to reception finally resulted in one being set up in the room, however it was stained and dirty. Needless to say, my granddaughter was not allowed to sleep in it, and she was required to sleep in the bed with her parents. Housekeeping skills were severely lacking, even with the personal supervision of the second steward, Devon Bedward. No promised bathrobes, slippers or toiletries in the suite. It took 2 days of requesting these robes, through our concierge, Ryan Rabe, before they were delivered to the suite. A large scissor, used by the room steward when setting up the nickelodeon bedtime kits the first evening, was left on my 3 yr. old grandson’s bed and he was found holding it. The following morning, nauseated by the sewer stench throughout the night, he threw up in the shower. Remnants of this remained on the shower floor throughout most of the cruise. A dirty sock from a prior passenger was found under one of the beds. The hair dryer was falling off the wall in the penthouse. Credit card receipts from the previous weeks’ passenger were found in a drawer, containing his name, address and confidential credit card information. I photographed proof these incidents, and will be contacting the prior week’s passenger, David Burke, from Newmarket, NH so that he is aware that he must now monitor his accounts for possible fraud, due to the negligence of NCL. Obviously, housekeeping is not capable of properly maintaining the penthouse suites or properly inspecting and cleaning them thoroughly during the ship’s turn around. n nJust when we thought things were finally improving, the saga continued. Toilet backed up in 2nd bathroom, sewer stench in master bathroom continued to arise through entire cruise, however not as severe. Sheets on master bed, stained by formula since the baby was forced to sleep in that bed, were not changed when stewards cleaned the nroom. Electical problems resulted in doorbell and 2nd bathroom light not working. Turned down couch bed in penthouse was discovered to be saturated directly under the pillow when my 8 yr. old grandson went to bed, after we returned to the cabin late one night. Housekeeping came immediately, with another mattress and changed all the bedding. The next morning, we learned from our concierge, they reported that milk had been spilled on the bed. That definitely did not happen. All the children were changed and put to bed within minutes of arriving back in the room. No one had drinks in the bed. If there really had been an accidental spill, why would we lie about it? Furthermore, whatever had saturated the bed was not milk. Hopefully, what we imagined could have been the cause, is not true. n nAfter to speaking to Hugo, the hotel director, at the latitudes reception on sunday, he offered us an additional balcony suite, at no charge, that could be used by the family. I thanked him for the offer, but told him that we most probably would not take the offer, since the whole purpose of this cruise was for the family to be together. We did accept his offer of dinner for 2 nights at any specialty restaurant, which we enjoyed. A credit of $200 per room was issued to my nonboard account. I told Hugo that I appreciated what had been offered, but I did not feel it was adequate. We refused an offer of another specialty restaurant dinner and an additional onboard credit of $200 for each room, as still not sufficient. At lunch on the final full day of the cruise, Alfie Barrete, guest service manager, presented me with a letter from NCL customer relations, offering a future cruise credit of 25% for the family. I thanked her, but told her anything less than a 50% credit was not acceptable for what had transpired. After all, we had already been offered a free balcony suite. nIt should not matter whether we accepted the offer for a free balcony suite on that cruise or a future one. One free balcony suite, and an additional suite puchased at full fare, would equal a 50% reduction of the total fare for a nfuture cruise. Since the ship was returning to port the next morning, she said I would hear directly from customer relations the following week. Little did I know what was in store for us the next day! n nLate friday afternoon, my husband packed our luggage and placed 3 suitcases, 2 large ones and 1 smaller one, outside the door before we left for dinner. An additional 8 suitcases were placed outside the adjoining penthouse later that night. The following morning, my daughter received a telephone call, informing her that our rooms had been “randomly selected for a routine security check”” and a member of our party needed to be present before the suitcases could be opened and inspected. A crew member was immediately outside the room and my son

who is also a police officer

agreed to accompany him for this “”random

routine search.”” n nAssuming that he was going to a custom’s office

my son was surprised to be taken to a security office onboard nthe ship. Once inside

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