cruiselover1268

I had a huge problem on our cruise in November and am still waiting over a month for a reply. Called NCL yesterday and after a 35 minute hold, finally got someone (very nice woman) who said her supervisor was “still reviewing” and would “hopefully” email me by end of this week. I then asked why an email as my complaint also asked for direct contact so I could have a conversation about it, not a one-way email from someone who reviewed things and makes a determination without having all the facts. There were also a number of issues that occurred (all related) after this complaint was sent (1/2 way through the cruise) that I want to add and discuss.

Ship - Gem

Deck - 11

Stateroom # - 11590

Stateroom Category – Mini-Suite

Starboard or Port Side - Starboard

Quiet Stateroom? (With comments on problems) – NO! Unless you’re lucky enough to be on a cruise with no children or teenagers. Disclaimer.... I have two kids of my own, 16 & 7. Definitely not a “kid hater” or anything even close. This cabin is DIRECTLY underneath the Entourage teen club which runs from basically 10:00 AM to 1:30 AM. We originally booked a balcony and submitted a bid to upgrade. No wonder our offer was accepted! Worst mistake we ever made! Despite not quite paying full price for the mini-suite, it was still close to $2,000 per person and was miserable for the entire 11 days. Truly not exaggerating... more often than not, it sounded as if the ceiling was coming down on top of us. Constant running, screaming, banging, etc. I’ve actually gone through this forum and on this alone, have found no less than 7 posts on cabins in this area having the same issues, if not just mentioning that there is a noise issue from above. Worst part is that with all of our complaints, the desk manager on the ship lied right to my face when I asked if anyone else had ever complained about this issue when I was told “no sir, in all honesty, you’re the first”. It got so bad that they gave us a separate inside stateroom to use “to sleep” for the last 4 days which was, while definitely an attempt to remedy the situation on NCL’s part, more of an inconvenience as it was on the same deck, but on the port side of the ship and was 1/3 the size, with no balcony or even a window. We could have paid $500 a person and and gotten that ourselves. That aside, why should we have had to go to another room “to sleep” when we paid a premium for a premium cabin and could not enjoy one of the biggest perks of that “premium”, the balcony outside. There was also a comment made on another thread where I brought this up that (nicely) said, they’d just bring earplugs... that may work for some but at times, again no exaggeration, the noise was so bad that you could actually FEEL it throughout the cabin. More importantly, when paying that kind of money, why should we or anyone else have to wear earplugs anytime we’re in our cabin? Not at all an acceptable solution. Very frustrated as it was our honeymoon and still, after over a month, waiting for some form of reply from NCL!

Was stateroom a connecting stateroom? - Yes but not used as one.

Balcony View - Give comments on view, noting if location of any obstructions was an issue. – View was great. Only had one night on return trip where the wind was blowing in such a way that the ship’s exhaust was blowing directly into the porch/balcony & into the cabin when the door was opened.

Balcony Size? Normal or oversized for class? - I would say normal.

Was wind a problem? - Only once.

If an aft cabin, was soot a problem? - N/A

Any specific problems with this cabin? - YES - See above.

Any other comments? Just very unhappy with NCL right now. It was made abundantly clear when booking that this was our honeymoon and knowing now that NCL is more than aware of prior complaints about excessive noise in these mini-suites, they choose to “upgrade us” into this nightmare of a cabin and are now dragging their feet with regard to dealing with our complaint/concerns. Also, beware..... have seen several other of the same complaints/comments with regard to nearby cabins as well, i.e. 11588, 11592, etc.

Antsnanny.... THANK YOU for this post!!! I have been scouring these boards to see if anyone had the same horrible experience that my wife and I had on our honeymoon this past November (2017).

I realize this is 2 1/2 years later, but we had a terrible time with non-stop noise from above our cabin (11590) from the teen club Entourage. This was everyday for 11 days! We were miserable the whole trip. It didn’t matter what time of day and went on until 1 AM every morning.

The worst part..... while complaining every single day about this, I asked the manager on duty how many times they’d received complaints from guests in this cabin or near it, in the past. They lied straight to my face and said honestly sir, you’re the first. I realize also that this is just one other complaint but I would venture to guess that out of hundreds of thousands of passengers, a very small few would take the time to bother posting about it. Heck, it’s taken me over a month of attempting to contact NCL about the 3 separate complaints we filed and frustration to even think, hey, why don’t I start combing the Internet to see if I can find anyone with a similar issue or complaint.

I only wish I could find more posts like yours to back me up when I finally hear back from NCL (promised 15 business day response which never happened, then sat on hold today for 35 minutes, only to hear that it was “still under review” and I’d hopefully receive a response by the end of this week. I then said I didn’t want a response.... I wanted to speak to a person who I can discuss the situation with and come to a resolution, not receive a closed ended response that I can do nothing about.

q

We were in cabin 11592 on the Gem and its right below the teen lounge. There is no supervision and the kids are jumping, running etc. until very late at night. It suppose to close at 1PM but we heard them past 2PM some night. Our neighbors on both sides had the same problem. Tough to sleep.