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THE NCL VIVA IS THE WORST, MOST OVERPRICED SHIP THAT I HAVE EVER BEEN ON!

1) We had five rooms for 10 people. The total cost was about $50,000USD. You can go anywhere in the world for an average of $1000USD per night!
2) Knowing that for 10 people, it would be difficult to get dinner reservations, I made a number of calls to NCL prior to the cruise so that we could eat together and not late because of our 3 year old daughter. Even with these calls having been made, I waited in the theatre for about one hour and thirty minutes on the day of embarkation to confirm the reservations. What a great start to the cruise-NOT!
3) The dress code says no shorts and no tank tops are allowed in the restaurants. I saw plenty of people wearing shorts and tank tops during dinner in the restaurants. Why are there rules that they do not implement? Why should we have to adhere to the dress code when many other people did not?!
4) The main pool on the ship is tiny for a ship with 3,500 passengers. It is about 6 metres by 3.5 metres wide. The pool was so tiny that it was the first pool that was too small for people to actually swim. It was unbearably busy and we did not sit next to it once. This is obviously not what one wants whilst on holiday.
5) We were very excited about going on the karting track. The problem is that whilst we were driving, the staff stopped the electric power to the cars a number of times. They have completely ruined what should be a good experience which is why we all only used the karting track once.
6) On one day, all four of us in my suite had upset stomachs.
7) The food was far too salty!
8) Drinks up to a value of $15USD per drink were included. I upgraded to the premium plus drinks package and paid about $800USD extra. On the first night, the minibar was empty which was surprising in what NCL claims is 5 star accommodation. We asked for water for the minibar and were told that would be an additional charge! Bottled water is provided free of charge in 3 star hotels, so why does the ship ask for any money at all?!
9) When I agreed to pay about $800USD for the premium plus drinks package, I was sent emails that showed that the brands of champagne that were included in the package were Pommery and Veuve Clicquot. I collect wine and the champagne that was served on the boat as part of the package was Haton which was not the same quality as Pommery and Veuve Clicquot. The wine in the bottles of Haton appeared to be young and harsh.
10) There was no point in paying for our eldest daughter to have the soda drinks package. My wife and I were entitled to two drinks each per order. On that basis, we did not need to trade up and pay anything for our daughter.
11) We went to the Teppanyaki restaurant and were told that was a $59USD cover charge. The bill arrived and it was:
$59USD
Tax - I think that it was about $5/10USD
Service - I think that it was about $5/10USD
Chef's Tip -
Waiter's Tip -
There were four charges on top of the original charge!
This is an unbelievable attempt to charge unnecessary charges. It was explained to me by Ionela Oprisan, the Assistant General Manager that I didn't have to agree to the additional charges and that it is a 'cultural' thing. The US has a very different tipping culture to Europe but this ship was in Europe for the cruise and nowhere near the US!
It is completely counter productive to make your customers feel that you are trying to take advantage of them!
12) The attempt at ridiculous overcharging was in the Teppanyaki restaurant where I had to ask for our drinks several times and we only received our drinks 35 minutes after sitting down at the table. Is this regarded as good service?
13) It is expected that some restaurants close at certain times. However, the main buffet near to the sundeck closes for lunch at 2pm. It is common for lunch to be served until 3:30pm/4pm, so to stop serving lunch in the main buffet at 2pm is a ridiculous cost cutting exercise. If one wanted to have lunch after 2pm, the only option was to have 'junk food' such as burgers and hotdogs in a restaurant next door to the buffet that was unbelievably hot and humid. Why would anyone wish to eat only junk food in that environment?!
14) I booked our room-15196 in about September/October, 2023. I believe that the cost of my room was about $13,000USD, including the premium plus drinks packages.
15) I had so many complaints with the 'hotel' side of things so I asked my Concierge who was called Lanie, to organise for me to meet with the General Manager. I obviously wasn't important enough for the General Manager to meet me, so he asked Ionela Oprisan, the Assistant General Manager to meet me. I went through my complaints with her and when it came to discussing the $1000USD service charge for the ten nights that the ship was now asking for and I had never agreed to, in addition to tipping the concierge, the housekeeping lady and the butler, I believe that Ionela Oprisan told me that the staff were only paid about 5 euros per day and it was a cultural thing! I replied that the ship was obviously taking advantage of their staff and where was the $50,000USD that we had collectively paid for our cruise going to? Ionela did not reply to my question. Please note that this conversation was witnessed by our concierge, Lanie Limjoco.
16) On the basis that the service charges were credited to us once we questioned them, it appears that NCL was trying to overcharge 3,500 customers over $700,000USD per cruise because 3500 passengers times $20USD per person per day (some people such as us were being charged $25USD per person per day) times ten nights equals an overcharge of $700,000.
17) I booked the cruise in September/October, 2023 and agreed, including the premium plus drinks package, to pay a total of about $13,000USD and I paid a deposit. An additional service charge was never mentioned, even when I paid the outstanding balance in April, 2024. When we looked at our account balance on the TV, we discovered that the ship was adding $100USD per day for myself, my wife and our two daughters aged 12 and 3. In addition, we were told during the cruise by our butler Niel that we were expected to tip additionally to our concierge, our butler and our housekeeping person. We were very surprised and could not believe that NCL was trying to take advantage of us. I believe that this policy of adding charges may be against EU law. When I complained about these additional charges that were not mentioned when the booking was made, they were all credited back to our account. This is an attempt by NCL to take advantage of their customers.
18) I booked the cruise when the ship was new but I really wish that I had waited because now that I have read online reviews, many people have complained about exactly the same things that we have complained about.
19) Towards the end of the 10 day cruise, I called housekeeping to ask for the room to be cleaned. When I went to bed that evening, I found that my mouthguard which had been 'made to measure' by my dentist, was missing. I know that nobody would steal it but it was obviously thrown away as trash without the person knowing what it was. It will cost me several hundred pounds to replace it. When it was investigated, of course they denied knowing about it.
20) My family members in room 12908, within the Haven, were told when they booked the cruise, that their sons in rooms 12166 and 12172 could join them by the pool in the Haven but they were not. It is blatantly obvious that a group booking of 10 people in 5 rooms would want to spend time with each other. Otherwise, what would be the point of booking a group holiday?!
21) I paid $300USD extra for myself, my wife and our daughters to get a coach transfer from the cruise terminal in Rome to the airport. We exited the terminal in 30 degree heat and went to the coach that we were told to go to. The coach was two-thirds empty in terms of people and the luggage hold was half empty. Even though it was very hot and uncomfortable, a blonde supervisor kept asking us to wait until the next coach would arrive. After asking her why she was asking us to do something illogical, she kept repeating that we should wait for the next coach. After five minutes of me arguing with her and asking why she would want my 12 year old and 3 year old daughters to stand in the unbearable heat, she finally relented and allowed us to go on the half empty coach. This was witnessed by a young lady that reported to the supervisor. The blonde supervisor's behaviour was completely illogical and antagonistic.
22) Please note that NCL try to make all of the additional charges appear to be mandatory when they are clearly not!

[Jan115]

I am sorry you had such a bad experience. Was there ANYTHING you liked about your cruise?

If you didn’t use a travel agent, I recommend using an agent who is fluent in NCL. Many of your issues could have either been avoided or have been made aware of with some advance planning. If you did use a travel agent, look for another next time.

Here are my thoughts on a few of your issues:

Viva is a new ship; therefore, it is priced higher than the older ones. 

For 5 cabins/10 guests, a travel agent would set you up as a group, and could have pre-assigned all of you together at dinner if done well in advance. Tables for 10 are hard to come by, but tables close together could have been arranged. 

It is well known that dress codes are not enforced on most cruise ships. Not saying it’s right, but it’s a fact. 

If you knew your cabin was so expensive, I wonder why you booked it at all. Did you know that prices can be adjusted if rates fall or new promos are offered after booking? Something to think about for next time.

$50,000 for 5 cabins including some in the Haven sounds about right. The Haven is like a ship within a ship, with added amenities and a luxury experience. It comes at a cost, as you saw when the cruise was booked. 

For transfers, consider a taxi or hire a company like Rome Cabs to give you a private transfer for the same amount or less than the cruise ship. And you’ll get to where you want to go a lot faster with less stress.

Unfortunately, you were given the wrong info about non-Haven guests. They are not allowed to participate in Haven amenities, family members or not. 

There are two kinds of service charges on NCL: There is the daily service charge (gratuity) that everyone pays ($20 per person/per day; the other is the service charges you pay upfront with the cruise fare for beverage package and specialty dining package. I am a little surprised you were not aware of this as you have cruised before. The Terms and Conditions which many people don’t read do state all of these. A travel agent would also set these charges out in writing. 

I totally agree with you about the pools on the NCL newer ships - they are all far too small for the number of passengers. 

I hope your next cruise is a better one.😎🛳️

 

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I booked through vacationstogo.com. However, other family members booked directly with NCL.

I liked Hudson's restaurant and I liked the size of my room, considering it was a ship but that was because I paid a higher price for it. Some of the staff that we had interaction with, such as our concierge who is a lady called Lanie were great but that was in dealing with problems that should not have existed in the first place.

I apologise but you are not correct about setting us up as a group for dinner reservations. I called NCL a number of times and spoke to a lady called Lynn Goodsell who is apparently the Customer Services Director, based in the UK and not even she could organise what I had asked for.

I do not mind paying higher prices and indeed, I am planning a trip for 2026 where the room rate will be about 3000 euros per night for only the room. However, I have done this trip several times before and I have not had any problems.

My point is that why should I pay a lot of money for constant aggravation.

Thanks for your good wishes and I wish you the best!

[Jan115]

I should have explained “group” booking better. I don’t know how it works in the UK, but here in the US, as a travel agent, I can book a group of cabins under one group name/number. Each cabin has its own reservation number, but the advantage for the group is that the one agent can organize dining for the entire group of cabins, as well as excursions, onboard shows, activities and more. 
 

For dining, I’m wondering if anyone in your family tried to pre-book a table for 10 through the NCL mobile app? This is how dining reservations are made in advance on NCL. One person makes the reservation and chooses the size of the table and the time. Chances are there may not be availability for 10. In cases like this, you can have 2 people reserve tables - one table of 6 and a table for 4, and then go to the dining room when you get on board and ask if they can accommodate all of you at one table. Just something to think about if you find yourself booking NCL in the future.

 

 

 

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Apparently it was not possible, according to Lynn Goodsell, the Customer Services Director, to book group bookings. Also, what I found very strange was that several NCL employees that I spoke to over the phone, said that they did not have access to the onboard booking system. This was also confirmed by the restaurant booking staff that were in the theatre on the first day. How can one side of the same system NOT communicate with the other side?! It is obviously very badly run!