January 1, 2010
Norwegian Cruise Lines Sun, January cruse 2011 to the Caribbean a filthy, cockroach infested, fake food, stains on the sheets, no heat, rude cruise, cruise. Want the time of your life then don't step foot on the NCL Sun.
When we arrived on deck 5 to our full window berth I could not believe they expected us to sleep between the stains on the white bed spread and mystery stains on the sheets and pillow cases. After informing the guest services of this several people appeared and we got clean bedding the next morning.
We complained 3 times as did others on our deck, that there was no heat on our floor. I received several written responses that everything was 'Normal'. We received a frayed and torn twin bed blanked for the two of us who would sleep in our clothing all but the last night. After turning a deaf ear to our heat problem on the 5th morning my wife smelt a burning smell in the bathroom enclosure. Wondering if I should call 911 for the suspected electrical fire I called guest services who sent some on in a grey jacket that examined the bath room and said yes there was something burning in the wall. He placed a call from our room phone and disappeared. I waited what seemed like forever with the door open others passing buy the room commenting they also smelt something burning.
Finally as a lay person thinking it might be a big deal, I returned to guest services where the person at the desk told me yes we have your new complaint that there is no heat in your cabin. So, other could hear me I told them the guy who left thought something in the wall was burning, that turned a few heads and a technician arrived who also agreed it smelt like an electrical problem in the wall. First he removed the wall filter by hand to show a filthy filter with what looked to be cotton on both sides. The walls of the heater were covered in lint and dust and apparently according to him it had caused the fan to stop spinning thus the burring smell from a very hot fan motor. I have included the photos for is tearing the wall out and the filter. I purchased allergy pills (for the snorkeling day to stay dry) on this ship the dust caused a reaction not only with me, but later in an elevator discussing the trip another passenger told me his allergies were real bad also. I told him to pull out his filter and if it was as filthy as mine to demand they change it.
On the second day of the voyager my wife and I went up to the pool deck to get some sun. When she took off her shoe a cockroach wandered out. I captured it in a napkin and returned to guest services with it and quietly explained what had occurred. They sent the 'pest team' who went over the cabin with a small flash light and left. Later that evening after falling asleep the phone rang ( we had arrived on the red eye New Year's evening to Florida from California and with the time changes and flight were tired) guest services wanted to let us know the bug team had determined "that the cockroach was not theirs" . I got up and since I went to bed in my clothing checked my shoes and went to the desk no one knew who placed that call.
The next morning a knock at the door was Christopher in a white uniform who pleasantly enough explained what she had meant was that the bug crew had not found any more cockroaches in the cabin. Funny that night no one knew who called and after time to fix it they had an answer. I was to get another of the many "sorry" as the solution for the problem. He then asked if there was anything else he could do for us. I told him you are big on hand sanitizer but on arrival I had noticed a sticky looking substance on the glass elevator dripping from the roof so could you tell someone to clean it off? As I was to learn they are very good at pretending to listen or care but in one ear and out the other. On the next to the last day I took the hotel manager to the elevator and pointed out what had been there for at least 6 days.
So, filthy air to breath and cockroaches in your personal possession's a great start to a trip of a life time you have PAID FOR WELL IN ADVANCE.
What about what goes inside of you their food? Let's start with the oblivious I also have photos of the long black hair in our morning fruit bowl from room service. How long does it take to pull them out of if they were looking? My wife is blond and I have short brown hair the room guys had short black hair it was quite long and obvious on the green melon chunks. But what goes to the intent of their business model of NCL is that they label the juice dispenser "orange juice" but what they pour into the fountain clearly states orange drink cocktail on the containers. When questioned the dinning staff stated (as Royal Caribbean juices them in front of you) is you can get orange juice for additional cost. Why not say what it is orange drink. Please if your poring fake orange juice call it what it is so we can choose. As it sits at the table it separates into water on top and the food coloring to the bottom. Something seemed wrong with the coffee they brew and again things are not what it seems as the large stainless steel coffee makers are giant instant coffee dispensers. Again we found out that for an additional charge you could have normal coffee where water passes over the grinds.
The buffet always seemed like someone should take a rag and clean it up (photos). Having the buffets in the back of the ship closed caused a jam up at meal times. The first meal I tried on arrival was a mock hamburger. I called it mock as I work for a school and see trays of pre marked hamburgers steamed for the kids, guess what NCL served them the same way trays from the oven sitting in water. As I was adding the condiments the curtain actually hit my hand and I was told by a young man that I would need to go get into another line as he was closing this station. A man in the chief hat watch this so I walked over and explained I was on vacation and did not take orders from the help. I left the plate and went to the fan tail where I was approached by a guy in a white uniform who asked if he could do anything I said "yes, get away from me". We went exploring around noon on another day and found the included Spanish dining area on the Sun. Here are olives, some cheese and a few lunch meats including Baloney and salami with no pepper corns, who goes on a once in a life time Caribbean cruise hoping for a baloney sandwich on white bread.
Dinners were lacking in the prepaid venues and the staff was once again rude. We tried to make reservations for two and were told just come on down "two is no problem". So, that evening after determining many in front of us were in large parties I approached the desk and told her two. She told me "go get back in line". We went out the dining hall and around to the bar where I watch other pairs loiter by the entrance where it would become clear later she was calling out "2" from time to time from her podium. Not knowing if the couples were joining others I needed to wait to be seated to see them finishing before we got our water. Guess the solution NCL staff offered after walking away from the table to tell the head waiter of this, "sorry".
The meals themselfs were time and again a disgrace. On the last night I received the roast beef lunch meat I had avoided with gravy along with one table spoon of canned peas with two baby carrots as the roast beef dinner. If you read roasted potatoes would you expect more than four slices from a single potato? Yes, you can request all the plates or dinners you want. The shrimp cocktail had a very strong taste as if they were old. One night I received 3 thin slices of a steak only Jesus could feed more on a steak than NCL. A note on this cruise the head chief was Indian and it had an influence on the spicing of every thing from fried potatoes, rice with chunks of fish blended in, to the cold cherry soup that was quite good.
Let's go explore the islands with NCL partners, the excursions desk set me up with a power snorkel adventure, where a machine would pull you through the ocean included was an open bar with snacks it was listed as 4 ½ hours on the card provided by NCL staff. The photo of the machines at NCL's website look like machines from James Bond in fact the fans were 10 inches thick with the battery in the handle. Once away I asked for a beer where I was told no beer, wine or spirits but on the way back we could have some rum punch. Off we went to "Turtle Island" for the day among the turtles of course. As we approached an Island the skipper told us how much more fun it would be to dive at a ship wreck. We parked between 10 to 12 other boats with 40 to 60 people each and several scuba diver ships and were informed it was better here than where we had paid to go ( it was also closer to the ship). You could have booked the ship wreck tour for ½ of what we paid for Turtle Island snorkel adventure. When I asked for a snack I was told to have a warm coke as no ice was on board the Jolly Mon. After a written complaints about the power snorkels not having been charged as they quit 10 minutes into the adventure ( I swam back holding one in each arm as my wife is a novice swimmer) no beer or open bar, no snacks, and the crew who must have thought we did not want the last hour on the catamaran and returned 60 minutes early, NCL refunded 50% to those who had signed on to the original letter. I was to find out later the others who had also had dead power snorkels paid the full price to NCL even though they knew the facts about the group's problems.
After the electrical fire I went to the guest services desk where I informed them I had had enough and wanted to speak with someone with "stars or bars" on their shoulders. We met with the hotel manager who I was to believe genuinely was as shocked as we were (or had he done this a thousand times before).The air conditioning person told us this ship has to heat water and send it through the heating pipes but was not fired up, oil cost money that we had given them our money a long time ago. The Sun's hotel manager asked for some time to review the matter and we found $300 ships credit for a ruined trip on the last full day. That took care of the mandatory tipping and the $19.95 photos and a souvenir from the gift shop. Not a refund to our charge card mind you but a credit for ship board retail.
Waiting to meet with him we were able to hear a constant stream of cruisers wondering about this charge or that. A few of the favorite were the man who liking his bartender had given him a tip to only find out that all transactions at the bar had a 15% gratuity charged to them, so a tip on the tip he had given. Another woman wondered about the two 6 dollar charges on her bill. She was informed she had grabbed two small waters on the way to an island, the kind that are 6 for a $1 in a store. NCL has a strict policy of no water or soda being brought on board the charge for a soda card was $60 per person. At the pier locals sell cold water for a dollar a bottle; I wonder if NCL knew this.
In conclusion, if you are still reading the Carnival Dream which we shadowed the trip had 24 hour free Sushi bar with more than California rolls, Pizza and pasta bars, BBQ on the decks and more included in the meals, which the people on St Thomas informed us were very good as we talked at a pulled pork stand eating our first good meal in days. Just to think, at Trip Advisor we had read of a sewage smell from a poster on the Dream and changes to NCL from that fact alone. Yes, they said it was true from time to time there was that smell. On the Sun we went to the 4th floor by accident after a show and it smelled bad, asking someone in the hall about the smell they said it was that way each day. The man also told me there was a banging sound in his wall. Seems the crew had put the gang plank away wrong and something big and metal was striking his cabin wall with each wave. Guest services had told him nothing could be done until we unloaded in 2 more days.
All goes to the business model for NCL, where you certainly do not get what you paid for from fake juice and stained sheets in a room with roaches, to shore excursion that are not what was represented in writing. I have included photos of much of what I have written. Do yourself a favor and explore your options in cruising, sometimes you get far less than what you are paying for and they pocket your money as profits.
When you intentional don't get what you paid for and speak to the 2nd in command all that is left is to warn others in words with large format photos. So, don't do it, there are other cruise lines that you can sail on, our trip was ruined day after day by NCL's, sanitation, food and several rude people. Finally there is always something good to say about anything and talking to others regarding our interactions with the Sun and staff we were able to make some new friends who also were discussed by the treatment to passengers. In the 7 days 3 sets of passengers would travel on her again the overwhelming majority were sick they had book on the NCL Sun and would not do it again.