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Evelyn B wrote a review Mar 2020
2 contributions6 helpful votes
We arrived at Port Canaveral on 3-7-2020 after an eleven hour drive. My family of four had eagerly anticipated a trip in The Haven. On the health form, I honestly marked that I had a cough from allergies as I always do in March. The doctor interviewed me. I did not have a fever or any other symptoms. He cleared us for travel. Thirty minutes later, NCL changed their policy and everyone who had marked "cough" on their form was pulled off the ship. Some had already boarded.

I understand caution. What bothered me is I observed at least a dozen indivuduals board the ship who had active, sometimes severe, coughs. NCL personnel did NOT stop anyone actively coughing. They only punished honest individuals who had marked "cough" on their paper.
I noticed as I waited for three hours for our luggage with all the other people denied boarding for cough that NONE of us were actively coughing. NONE.

The real reason I am writing this review is because of the poor, non-existent, cruel customer service from Norwegian Cruise Line. No one at the port would help us. They wore NCL badges, but stated they were contractors. No one from NCL will help us over the phone and have forwarded us to guest relations where NO ONE talks to customers. Guest relations only communicates via webforms and email. We filled out a web form two days ago. Today, I received a reply which did not address boarding denial claims or policies at all. I tried to call again and no one will talk to us.

We want our money refunded. We were at the port on time, in good faith and not sick. Norwegian Cruise Lines has chaotic health procedures that change hourly. No one from Norwegian Cruise Lines has treated us with kindness or respect.

I've never seen a hospitality company behave so inhospitably which makes me wonder if they will even stay in business through this virus situation.
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Sail Date: March 2020
Cabin Type: Suite
Type of Trip:
Destination: Caribbean
Service
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
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Norwegian Breakaway

189 reviews
 All photos (4,354)4,354
Full view
Traveler (1,144)
Common Areas (2,191)
Dining and Bars (1,469)
Itineraries for this ship
Itinerary

Overview

About
Passengers: 3,963   |   Crew: 1,657
Passengers to crew: 2.39:1
Passengers to space: 36.4:1
Launched: 2013   

Decks

  • Deck 5
  • Deck 6
  • Deck 7
  • Deck 8
  • Deck 9
  • Deck 10
Additional decks
Deck 5 layout
 
Amenities
Medical Center

Cabins

Traveler rating
  • 65
  • 53
  • 37
  • 15
  • 19
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Mrbucketlist wrote a review Jun 2021
Clearwater, Florida435 contributions206 helpful votes
+1
I really enjoyed my 3 cruises with them so far! After sailing with associates and having a terrible time, using NCL's solo program has really made me love this company! They treat solo's like VIP without the additional charge! The break away itself was an amazing ship. So much to do such good food just all around a great experience. I can not WAIT until cruising resumes so I can do another cruise with this company and possibly with this ship. The food and shows were great. At first I thought it would be weird taking a cruise in my 20's as a solo but after being introduced to solo travel in general and how freeing it can be, I'm glad I've done it and I will continue to do it in the future.
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kim b wrote a review Nov 2020
1 contribution1 helpful vote
I bought a trip last year for June and was looking forward to it. I have not taken a vacation in 10 years and worked tons of overtime to pay for it. When they canceled the trip because of COVID they offered an incentive to reschedule. I called the company several times to get details before rescheduling and eventually I did reschedule for November. I had to make several calls to Norwegian because each time I did their employees told me different information. They were not even on the same page when it came to what their company wanted for rescheduling. This November trip was also canceled due to COVID. At this time I just want my $5,000 back. This money could really help me during COVID. When I attempted to get my money back I was directed to speak with a supervisor. When I spoke with her she told me that Norwegian was not giving money back if credits were used to book the trip, which I was never told on the many phone calls that I made before rescheduling. I was told that there was a link on the email that was sent and this no refund policy was in it. When I explained that I had already called and spoke with actual people and was never told this. I did not know that I had to also click the link since the letter was written click or call. This did not matter to them. I then sent an email to their customer relations and was also told that I was not getting money back. Prior to making any calls I used my NCL account to chat with an agent and was told at this time I was going to get my money back. None of this mattered to them and when I asked to get records for my correspondence with Norwegian I was told it was their property and they would not give it to me. I was left with trying to dispute the charges with my credit card company with all the information that I just stated and they still do not care. Norwegian does not care about their customers during these trying times and only care about themselves and trying to keep their company afloat and they are using our money to do so. This review will be going on every review company I can locate. Norwegian will never get any positive recommendations from me and I make it a point to tell everyone I come in contact with to tell them never to use Norwegian even if we are not talking about anything related to vacation I still tell them.
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Cathryn I wrote a review Apr 2020
2 contributions1 helpful vote
My husband & I sailed March 7, 2020. The ship is huge. Our cabin was a nice size and all of the crew was friendly, helpful & welcoming. The ship was very clean and the crew was very concerned with disinfecting everything. The problem was with the planning at the ports. Our first port we docked and everything was fine. The next two ports we had to tender in and out and it was a nightmare. Nothing started on time. People were missing private tours and we waited in line in the sun for 1.5 hours to tender back to the ship. When you have 5000+ people on a ship the planning must be in order before we arrive at the port. Don't think we will be cruising with Norwegian again.
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Michael M wrote a review Mar 2020
1 contribution1 helpful vote
Where to start? At the beginning, I guess. While relatively new to cruising, (five different cruises on two other lines) this was our first experience with NCL. We arrived at Port Canaveral on Saturday for a seven day cruise with stops at Bahamas, Jamaica, Grand Cayman, and Cozumel. The day started just fine as we quickly found our cabin and went in. We were on Deck 14 in a balcony room. The room was a nice size and the balcony was okay. I looked around and saw that there were two outlets in the whole room (no usb's either) and they were on the opposite side of the cabin from the bed. This is an issue as I am attached to a CPAP machine at night and that meant stringing an extension cord across the room. So we had to create a tripping hazard. We set sail on time and looked forward to our first stop. Dinner was at the Brazilian Restaurant and the food was okay. The salad bar was a little lame but the attraction here was the meat. My wife was pleased that they offered Lamb as one of the cuts. I sampled several different cuts and they were okay except the flank steak. That one was tough, lacked flavor, and was uninspiring. The spicy sausage was good though. The next morning I awoke to the feeling that we were still at sea because we were! We were supposed to dock in the Bahamas by 0800 but no dice. I later found out the Captain decided that is was too rough for the tender operation.Why the ship had to be tendered instead of docking was never explained although I did ask. So instead of one day at sea between Bahamas and Jamaica, we spent two. We went to breakfast in their buffet and was that eye opening. I guess I am spoiled by the other cruise lines we have gone on. I got used to great selections, food that tasted good, and staff that seemed to care. Those were all missing here. The egg dishes were all cold and the meats (Ham, bacon, sausage) were all so salty that I couldn't eat them. I found some bagels but nothing to put on them except "salmon mousse" that had almost no salmon and no flavor. Lunches were atrocious as well. We try to eat some healthy meals but they made it impossible. Their salad bar consisted of some lettuce, tomatoes, shredded carrots, and cucumbers. That was it! I see that I am getting long winded here so some highlights: the food at the regular restaurants was the same quality as the buffet, not very good (in my opinion). The only edible foods came from the restaurants that you have to pay extra for. I tried to order a medium rare New York Strip steak in two different restaurants that we didn't pay extra for. The first time I sent the steaks back FOUR times as they were all well done. By the time the last overcooked steak arrived, my wife had already eaten her dinner and was looking a bit bored. I just ate a portion of my well done steak and we left. The second attempt was the same result but I just ate so as not to annoy my wife. Excursions: Why we had to use tenders at these ports is beyond me as the ship is not gigantic and the ports have the capacity. Trying to get back on-board on Grand Cayman was a nightmare. We stood in line for more than two and a half hours waiting for a tender. The ship ended using their lifeboats to tender us. Jamaica: we chose the "VIP" beach excursion which consisted of a 45 minute drive followed by a few drinks of some rum punch and appetizers. "Ultimate Drink Package" Wow!What a piece of work this was. As soon as we got on-board they tried to get us to upgrade to the "Premium" version of the Ultimate. You see, they tell you you can order any drink that is less than $15 as part of this package but in reality that is not true. A 1/2 liter bottle of water? $5.00 but not part of the package. A bottle of sparkling water? $6.00 and you guessed it, not part of the package. They had several wine dispensers strategically located throughout the ship. Cost? $5 to $10 for a glass. But again, not part of the "Ultimate Drink Package." There are several other examples I could give but you get my point. Cozumel: We arrived in a timely fashion but there were TEN other ships there before us. We were supposed to tender beginning just after 0800. We didn't start until close to 1100. While this was not the ships fault, they could have extended the time to board by an hour or two which they did not do. Entertainment: We did catch one show: Burn the Floor I think it was called. While the dancers were good, the choreography stunk. There was no continuity or flow. It just didn't make sense. Pools were very overcrowded every time I looked as well as the hot tubs. That seems about average though. I voiced my concerns to management and they seemed to be uninterested in my opinion and I felt like they were blowing me off. Never again with this line.
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Evelyn B wrote a review Mar 2020
2 contributions6 helpful votes
We arrived at Port Canaveral on 3-7-2020 after an eleven hour drive. My family of four had eagerly anticipated a trip in The Haven. On the health form, I honestly marked that I had a cough from allergies as I always do in March. The doctor interviewed me. I did not have a fever or any other symptoms. He cleared us for travel. Thirty minutes later, NCL changed their policy and everyone who had marked "cough" on their form was pulled off the ship. Some had already boarded. I understand caution. What bothered me is I observed at least a dozen indivuduals board the ship who had active, sometimes severe, coughs. NCL personnel did NOT stop anyone actively coughing. They only punished honest individuals who had marked "cough" on their paper. I noticed as I waited for three hours for our luggage with all the other people denied boarding for cough that NONE of us were actively coughing. NONE. The real reason I am writing this review is because of the poor, non-existent, cruel customer service from Norwegian Cruise Line. No one at the port would help us. They wore NCL badges, but stated they were contractors. No one from NCL will help us over the phone and have forwarded us to guest relations where NO ONE talks to customers. Guest relations only communicates via webforms and email. We filled out a web form two days ago. Today, I received a reply which did not address boarding denial claims or policies at all. I tried to call again and no one will talk to us. We want our money refunded. We were at the port on time, in good faith and not sick. Norwegian Cruise Lines has chaotic health procedures that change hourly. No one from Norwegian Cruise Lines has treated us with kindness or respect. I've never seen a hospitality company behave so inhospitably which makes me wonder if they will even stay in business through this virus situation.
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