extrem poor service

Mr.Veitch, the CEO of

NCL America

Tel: 305 436-4000, 1-800-327-7030

Fax: 305 436 4108

Dear Colvn,

NCL was my most favorable cruise line after I took trip to Alaska three years ago, after then I took couple cruises on Carnival and still thought NCL should be the best one, that���¢�¯�¿�½�¯�¿�½s why I chosen to take NCLA-Hawaii from Dec.24 to Dec.31, 2007 with my kids and mom, and this time I was totally wrong about my decision, because NCLA-Hawaii cruise is the most terrible cruise I have ever taken, and will not take again.

Your over all environments from cabinet to deck 12 food places are very dirty; mine cabinet���¢�¯�¿�½�¯�¿�½s bathroom was dirty and smell bad on the day we arrived, I had to ask your worker to re-clean up; your fitness center and other public area bathroom had popo (spelling?)in the toilets on the day we arrived before the sailing time(Dec.24, 08); your tables and chairs were so sticky on deck 12 Buffet restaurant; the plates were not clean, one time I showed to the service people for 4 plates.

Your service were very poor, such as the Reception desk one short white man with glass, he didn���¢�¯�¿�½�¯�¿�½t do my door key correctly nor answering my questions at all; one big weight white guy with unpleasant attitude; your Blue Lagun restaurant one Affric America looking woman with short hair was terrible ���¢�¯�¿�½�¯�¿�½ no greeting, no answers and no service; also my boy and I sit there for a long time received nothing, it ended up I had to ask one of non-waiter/waitress person to give us some ice water, he then called waitress out to service us.

Your people made billing mistakes all the time, charge the wrong prices consistently ���¢�¯�¿�½�¯�¿�½ there were charges regarding the mini-bar in one of our room 5048 which I believed caused by your cabinet service people, we never tough any of your bottles and foods, but we were charged for beer and something else. I hope it���¢�¯�¿�½�¯�¿�½s not because your employees were enjoyed these then billed to us and expecting we don���¢�¯�¿�½�¯�¿�½t have eyes to watch our bills.

You had no much activities on the boat, especially we didn���¢�¯�¿�½�¯�¿�½t feel any celebrations on Christmas holiday, but we paid much more money for this trip because this holiday. Also I heard your employees complaints everywhere I went on the boat, desks, restaurants and even pass by the hall ways. I guess you don���¢�¯�¿�½�¯�¿�½t treat your customers good, as well as your employees. Or I should say because you don���¢�¯�¿�½�¯�¿�½t treat your employees good, we, as customers become victims, they can���¢�¯�¿�½�¯�¿�½t treat us nice either.

I had heard so much bad comments and had such terrible experiences about NCLA-Hawaii (Pride of Hawaii), most people said NCLA have known all these problems, but they don���¢�¯�¿�½�¯�¿�½t care because Hawaii is great place to attract people from everywhere, someone will come. Also your employees mentioned NCLA will never be better because the employees are from US and it���¢�¯�¿�½�¯�¿�½s different than NCL-International. If these are truthful, then your major problem is top management issue. I am sure your owner and officers are interested to make significant improvements on quality and reputation, otherwise you will be out of business one of these days!

My last hope and motivation is asking your consideration to provide me some credit dollars that I can use it for my future cruise trip on NCL. Because I paid high price to take your trip and received very poor service, I am taking time to tell you what���¢�¯�¿�½�¯�¿�½s going on, I believe if you are kind enough to issue me some credit, at least I can have some appreciations and not feeling so worst.

Thank you for your serious consideration, I hope you can make good improvement on NCLA ���¢�¯�¿�½�¯�¿�½ Hawaii , and then my family and I can consider taking it again in the future. If you have any questions, please feel free to contact me at 408 772 4228 or email: springchen17 AT yahoo.com

Happy New Year !

Xiaochun Chen