• Write a Review
  • Boards
  • Log In
Norwegian Star Cruise Review
4.0 / 5.0
Cruise Critic Editor Rating
2,612 Reviews

Norwegian Star, Suite 12012, The Deep Freeze

Norwegian Star Cruise Review by George and Marina

4 people found this helpful
Trip Details
  • Sail Date: Feb 2020
  • Destination: South America
  • Cabin Type: Penthouse with Balcony

We took a South America cruise on the Norwegian Star, February 15-29, 2020, from Santiago Chile to Buenos Aires, Argentina.

Although our suite was very nice, we found the first night of our cruise the heating system did not work in our accommodations. Since heating would be nice to have while watching Glaciers, and cruising Cape Horn, we asked to have it repaired. For two days they were sending one of the workers and since he couldn’t fix it we asked to talk to the head maintenance person. He came over, he told us the climate control was not working (which we knew), that the part to repair it was very expensive (so the cost of our suite), and he indicated they were going to manually turn the heater on, and whenever we needed to adjust the temperature in our cabin he was going to have one of the workers come and adjust it for us. When we called to have the temperature adjusted the worker told us that was the highest temperature we could have otherwise the system would start whistling.

Both the Concierge and Claudia, her supervisor, informed us they did have another suite available for us to move so they gave us the key to a small outside cabin where, according to them, we could go warm up. We looked at it but never used it, we just stayed in our cold suite.

Until, a few days before the end of our cruise, because it felt warmer outside than inside our suite, we asked for the system to be turned off. We asked several times. That evening the maintenance person and the Concierge finally showed up and we were told it could not be shut off.

Although we had planned this voyage to be a special Valentine's Day celebration, for this and other reasons, from the beginning, it was not pleasant.

In addition to no heat, our check in process was not what we are accustomed to as Suite Class travelers. After we checked in at the pier we were escorted to be bus to take us to the ship, from then on all went downhill. We got off the bus and found ourselves stranded, staring at the now empty ramp. When somebody rushed us to get going, we told him we were told somebody was supposed to be there to meet us. He went looking for that person to come help us but came back and told us he could not find anybody. We got in the cruise ship, showed our Suite class card and again, asked for help. They told us to wait but since nobody come back we went on to find our own suite.

We found it, then, we went to the Service Desk trying to get our information package. There we were told they would call our butler, then they told us they would find a butler, and finally they had somebody take us to the area where our Concierge was. There, we receive our information kit and were instructed to start reading it. When all other guest left, our Concierge, who seemed not really thrilled to help, asked us if we had any questions.

Our butler...? We didn’t see him until the next day and on the few occasions we asked for anything he would direct us to somebody else for help.

One of the most memorable situations we experienced with him was when we attended what was supposed to be a Disembarkation Informational Meeting hosted by our Concierge with all the butlers in attendance. In there, most Suite guest received an envelope we later found out contained the final accounting statement and "My Cruise Hero" cards. When the concierge asked if everybody had their envelope, some of us raised our hand indicating we were still missing ours. She pointed out to the butlers who were missing their envelopes then went on to talk about disembarkation and how the pre-paid gratuities do not cover TIPS for the Concierge and/or butlers. At the end of her presentation she asked if anybody had any other questions, I raised my hand and asked where my envelop was. Of course everybody laughed. She again, indicated to our butler we were missing our envelope. At this time, our butler walked towards us with some envelopes in hand, stopped to talk to another passenger, then turned around starting to walk away. I said, so he could hear me: "Hello, 12012 here" (more laughs). I finally got my envelope.

By that time, in compensation of all miss happenings, we had received a complimentary dinner in one of the Specialty Restaurants and $400 USD credit, still we were insisting that, since we didn’t get full amenities in our suite (or heat), and did not received the suite class service we paid for, those gestures didn't seem fair.

We expressed this fact to our Concierge several times, and once to Claudia, her supervisor, and they both indicated this was a matter we needed to discuss with Customer Relations after the end of our cruise.

At our return we contacted our Travel Agent, with her cooperation, we received an offer from Norwegian Cruise Line: we would receive $1,600 USD per person credit to use on a future cruise, non transferable, we could not combine it with any other offers (although now NCL is advertising discounts of over $4,000 USD), and we would need to use it within twelve months of receiving the notice, which was February 15, 2019.

Now it is July, we are in the middle of Covid 19, Cruise Lines are not operating, we contacted our Travel Agent again to ask for her to request an extension to the offer, she replied she had already contacted Norwegian Cruise Line Customer Service several times, and every time they had refused any modification adding that there would be no exceptions.

Our final thoughts about this whole experience is that the South American Cruise from

Santiago, Chile, to Buenos Aires, Argentina, had an excellent itinerary, all stops and tours were excellent. Still, because of the poor service and older accommodations, we would not consider going back to cruising on the Norwegian Star, or the Norwegian Spirit (we cruised Spain and Morocco in February, 2019).

We, however, would had love to go back to the Heaven experience on the Norwegian Epic (Caribbean and Cocoa Beach, December, 2018), but it looks like Norwegian Cruise Line, by not accommodating our needs during a world pandemic, is not making it possible for us to return to cruising in any of their ships.

Also, we just wonder if the guest before and after we stayed in suite 12012 of the Norwegian Star had the same problem we did, as the crew pretend it was the first time...?


George and Marina's Full Rating Summary
Cabin
Onboard Experience
Enrichment Activities
Value For Money
Embarkation
Dining
Public Rooms
Entertainment
Fitness & Recreation
Shore Excursions
Service
Sign Up for Price Drop Alerts
Get tomorrow's price drops
250,000+ people have entered their email
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.

Cabin Review

Penthouse with Balcony
Cabin SG 12012

Although our suite was very nice, we found the first night of our cruise the heating system did not work in our accommodations. Since heating would be nice to have while watching Glaciers, and cruising Cape Horn, we asked to have it repaired. For two days they were sending one of the workers and since he couldn’t fix it we asked to talk to the head maintenance person. He came over, he told us the climate control was not working (which we knew), that the part to repair it was very expensive (so the cost of our suite), and he indicated they were going to manually turn the heater on, and whenever we needed to adjust the temperature in our cabin he was going to have one of the workers come and adjust it for us. When we called to have the temperature adjusted the worker told us that was the highest temperature we could have otherwise the system would start whistling.

Both the Concierge and Claudia, her supervisor, informed us they did have another suite available for us to move so they gave us the key to a small outside cabin where, according to them, we could go warm up. We looked at it but never used it, we just stayed in our cold suite.

Until, a few days before the end of our cruise, because it felt warmer outside than inside our suite, we asked for the system to be turned off. We asked several times. That evening the maintenance person and the Concierge finally showed up and we were told it could not be shut off.

We just wonder if the guest before and after we stayed in suite 12012 of the Norwegian Star had the same problem we did, as the crew pretend it was the first time...?


Port & Shore Excursion Reviews


Next Review
George and Marina
1 Reviews Written
4 Helpful Votes
Never Miss a Deal!
Subscribe and Save
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.

More Norwegian Star Reviews





Want to cruise smarter?
Get expert advice, insider tips and more.
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.