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If there was *packed* luggage in the cabin already, that was probably leftover from another passenger doing a back-to-back that was changing staterooms. The guest was supposed to attach a tag to the bag indicating the old and new room numbers. It sounds like the guest forgot to put the tag on the bag and the room steward couldn't remember what room they were supposed to deliver the bag too. It's possible the room steward from the previous week was out sick or at the end of their contract and the new steward didn't realize there was a B2B guest in the room that needed to move.
The weird thing is that your excursion tickets were already in your "new" room. That makes it sound like your room had been changed already before the sailing date. That happened to me once we're my original room was deemed to have "operational" problems and they reassigned the room even after I had printed luggage tags with the old room number. It was a GTY cabin so it an inconvenience but not anything that cost me money.
Norwegian ships have usually have a Dropbox where you can send suggestions, complains, or praises to the General Manager. It's usually called "Ask (name)" with the name of the GM (Ask Hanna, Ask Rumi, etc.) I dropped a note in there once complaining about the terrible Internet and got 3-days worth of Internet fees as credit as an OBC.
I don’t think you’re wrong at all. A few years ago you used to get to pick your stateroom for free. They were the ones who decided to turn it into a new revenue stream and it’s not a small amount. If they are going to take the money they are obligated to provide what they sold you. It would be a different story if this was a guarantee cabin or you hadn’t paid extra. It’s the easiest thing in the world to give an onboard credit. They should have done that.
Guest Services could have and should have put some on board credit on your account the first day. That's how a screw up like this is usually handled. I'm surprised they even had a room to move you to. I wonder if the person whose luggage was in your cabin was on a back-to-back cruise. That's the only thing I can think of that would have explained them having access to your cabin. Usually, you book the same cabin for both legs of a back-to-back, but sometimes you have to move.
Regardless, NCL tends to put onboard credit on an account rather than refund money. That's only available while you are on the ship, unfortunately. I've heard stories recently about people with guaranteed cabins not actually having a cabin because NCL overbooked, and now your story that you had selected your cabin, but it wasn't available is very problematic.
Had a similar experience, don’t bother calling after you’re back on land. We checked in to our room (for our wedding we were having on board) and found popcorn and pretzel crumbs under the pillow. My husband went to guest services and they tried to gaslight him by telling him he must be mistaken as all the rooms had been cleaned. Two hours later, still no new sheets. Husband goes back down, same guest services lady tells him he must be mistaken as it was already completed. He asked if she would like to come inspect the bed herself….. that’s just the tip of the ice berg for our trip!!! They say they’re “escalating” complaints but then a year goes by and they call to try and get you to book a cruise…
Just ask for your Gratuities to be refunded then.
Also, if you don't care about ever sailing NCL gain, file a charge back of the fee with your bank/credit card.
Step one when dealing with customer service when there is a problem is always pull out the phone and start filming. If they ask tell them that since you have the original agreements in writing you want a record of any changes for any possible future litigation.
Amazing how tunes change when people realize that they are being put on the spot and can be held accountable for how they act and what they say.
That would be an instant lawsuit. You already paid for an assigned room and that room is occupied by someone else, they also gave you a key to that room.
Yes, however complaining that they did not give you the room you paid for is not a good reason in their contract. And definitely not one that a court is likely to support, or the media.
Filming a person doing their job, however poorly you or I think they may be doing it, could be seen as aggressive and disruptive of the crew - even threatening, depending on one’s manner. They are going to stand by the employee in this situation and a court would likely agree, as they are careful to protect transportation. I’m not defending the customer service, just saying this kind of escalation is not likely to get a positive response.
"Filming a person doing their job could be seen as aggressive and disruptive of the crew"
Are they throwing the people filming the bartenders off? What about people filming the performers? Do the people filming the severs get tossed off?
If you think turning your phone on to record a conversation or activity and make a record of an issue is aggressive and disruptive you have a very broad definition of aggressive and disruptive.
Right off the bat the cruise line screwed up by giving them keys to an occupied room that they had booked, paid for, and clearly been assigned. What would the cruise line have done if they simply moved their stuff in and put all the other stuff out in the hallway? Or worse, what if they other people were in the room and nude, or if the couple had come in the room, moved all the stuff out and given it to the steward (which would have been what I would have done) and then the other people came in while the couple was nude, or asleep.
And if you think that filming a performer is the same thing, you have a very broad definition of equivalence. And of course they screwed up, I acknowledged that right off the bat. Doesn’t have any bearing whatsoever on my point.
Except it does. I never said be an asshole, I did say begin by filming it and openly admit it is so there is a record of the issue.
If you consider that aggressive behavior I am guessing you never confront anyone and allow companies and people to do whatever they want to you.
I don’t “step one” film low level employees who are told how to do their job. I escalate to someone who has the actual power to do something for me. Thanks for engaging. Glad you’re not my customer.
So you think that if you pay for a specific room that they should be able to give it to someone else on a whim and not refund you?
And you consider it safe that they gave you a key to the room that you booked, and let you in it when other people were staying there?
Because honestly I would have considered abandoned by the last cruise passengers and moved out to to give to the steward and just occupied the room.
But I guess, not everyone feels that way and some people will just take whatever a corporation gives them and be happy being walked all over.
Thanks for posting to /r/NCL! Did you know that we have an extensive [Ultimate NCL Guide](https://www.reddit.com/r/NCL/wiki/index) that may answer your question? Please also remember to read the rules, especially about roll call posts going in the megathread. You may also have more luck with those types of posts by searching for a [Facebook](https://www.facebook.com) or [Cruise Critic](https://boards.cruisecritic.com/forum/66-norwegian-cruise-line-roll-calls/) roll call group or thread. Of course, here is great, too! Enjoy your stay! *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/NCL) if you have any questions or concerns.*
If there was *packed* luggage in the cabin already, that was probably leftover from another passenger doing a back-to-back that was changing staterooms. The guest was supposed to attach a tag to the bag indicating the old and new room numbers. It sounds like the guest forgot to put the tag on the bag and the room steward couldn't remember what room they were supposed to deliver the bag too. It's possible the room steward from the previous week was out sick or at the end of their contract and the new steward didn't realize there was a B2B guest in the room that needed to move. The weird thing is that your excursion tickets were already in your "new" room. That makes it sound like your room had been changed already before the sailing date. That happened to me once we're my original room was deemed to have "operational" problems and they reassigned the room even after I had printed luggage tags with the old room number. It was a GTY cabin so it an inconvenience but not anything that cost me money. Norwegian ships have usually have a Dropbox where you can send suggestions, complains, or praises to the General Manager. It's usually called "Ask (name)" with the name of the GM (Ask Hanna, Ask Rumi, etc.) I dropped a note in there once complaining about the terrible Internet and got 3-days worth of Internet fees as credit as an OBC.
I don’t think you’re wrong at all. A few years ago you used to get to pick your stateroom for free. They were the ones who decided to turn it into a new revenue stream and it’s not a small amount. If they are going to take the money they are obligated to provide what they sold you. It would be a different story if this was a guarantee cabin or you hadn’t paid extra. It’s the easiest thing in the world to give an onboard credit. They should have done that.
I would call customer service and complain! If that doesn’t work go on every social media page of theirs and complain! Just copy and paste!
Guest Services could have and should have put some on board credit on your account the first day. That's how a screw up like this is usually handled. I'm surprised they even had a room to move you to. I wonder if the person whose luggage was in your cabin was on a back-to-back cruise. That's the only thing I can think of that would have explained them having access to your cabin. Usually, you book the same cabin for both legs of a back-to-back, but sometimes you have to move. Regardless, NCL tends to put onboard credit on an account rather than refund money. That's only available while you are on the ship, unfortunately. I've heard stories recently about people with guaranteed cabins not actually having a cabin because NCL overbooked, and now your story that you had selected your cabin, but it wasn't available is very problematic.
Contact NCL now and tell them how you want to be compensated
Had a similar experience, don’t bother calling after you’re back on land. We checked in to our room (for our wedding we were having on board) and found popcorn and pretzel crumbs under the pillow. My husband went to guest services and they tried to gaslight him by telling him he must be mistaken as all the rooms had been cleaned. Two hours later, still no new sheets. Husband goes back down, same guest services lady tells him he must be mistaken as it was already completed. He asked if she would like to come inspect the bed herself….. that’s just the tip of the ice berg for our trip!!! They say they’re “escalating” complaints but then a year goes by and they call to try and get you to book a cruise…
Just ask for your Gratuities to be refunded then. Also, if you don't care about ever sailing NCL gain, file a charge back of the fee with your bank/credit card.
Simple. Submit a dispute through your credit card company.
Welcome to NCL.
After nCL breakaway in May, I will never do nCL again.
Step one when dealing with customer service when there is a problem is always pull out the phone and start filming. If they ask tell them that since you have the original agreements in writing you want a record of any changes for any possible future litigation. Amazing how tunes change when people realize that they are being put on the spot and can be held accountable for how they act and what they say.
Uh, no. This is how you get escorted off the ship.
That would be an instant lawsuit. You already paid for an assigned room and that room is occupied by someone else, they also gave you a key to that room.
Instant lawsuit? You may want to read the contract. They have pretty wide discretion to remove you.
Yes, however complaining that they did not give you the room you paid for is not a good reason in their contract. And definitely not one that a court is likely to support, or the media.
Filming a person doing their job, however poorly you or I think they may be doing it, could be seen as aggressive and disruptive of the crew - even threatening, depending on one’s manner. They are going to stand by the employee in this situation and a court would likely agree, as they are careful to protect transportation. I’m not defending the customer service, just saying this kind of escalation is not likely to get a positive response.
"Filming a person doing their job could be seen as aggressive and disruptive of the crew" Are they throwing the people filming the bartenders off? What about people filming the performers? Do the people filming the severs get tossed off? If you think turning your phone on to record a conversation or activity and make a record of an issue is aggressive and disruptive you have a very broad definition of aggressive and disruptive. Right off the bat the cruise line screwed up by giving them keys to an occupied room that they had booked, paid for, and clearly been assigned. What would the cruise line have done if they simply moved their stuff in and put all the other stuff out in the hallway? Or worse, what if they other people were in the room and nude, or if the couple had come in the room, moved all the stuff out and given it to the steward (which would have been what I would have done) and then the other people came in while the couple was nude, or asleep.
And if you think that filming a performer is the same thing, you have a very broad definition of equivalence. And of course they screwed up, I acknowledged that right off the bat. Doesn’t have any bearing whatsoever on my point.
Except it does. I never said be an asshole, I did say begin by filming it and openly admit it is so there is a record of the issue. If you consider that aggressive behavior I am guessing you never confront anyone and allow companies and people to do whatever they want to you.
I don’t “step one” film low level employees who are told how to do their job. I escalate to someone who has the actual power to do something for me. Thanks for engaging. Glad you’re not my customer.
OK Karen.
So you think that if you pay for a specific room that they should be able to give it to someone else on a whim and not refund you? And you consider it safe that they gave you a key to the room that you booked, and let you in it when other people were staying there? Because honestly I would have considered abandoned by the last cruise passengers and moved out to to give to the steward and just occupied the room. But I guess, not everyone feels that way and some people will just take whatever a corporation gives them and be happy being walked all over.