Hey Jude (no pun intended). I feel your frustration. I haven't sailed NCL for many years, but they had the ports we wanted to sail to, so we thought we would give them a try. They are making us nervous as well. Ordered a romance package. Tried to follow up to find out why it hadn't billed yet, after transferring me several times, they finally found the order. This months credit card statement had a charge of $790.30 instead of $79. NCL insisted they only billed us $79.00. After transferring again, they said they had caught the error and had credited the card the difference. So far, we haven't seen the credit. We are meeting up with other family members on the cruise. They had booked shore excursions (scuba in Belize), but never got the confirmation. Again, calls to NCL, (transfering of course to other departments), they were told that they had not received their request and now the scuba is booked. We are extremely nervous about this. Having sailed Princess and RCCL most recently, we never had issues. I'm trying to stay positive since I love to cruise, but this seems to be a lot of work to keep the cruise line on track and focused. Hopefully just glitches, but unless the trip is flawless, we will go back to something a bit more hassle free.
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I have another issue question that maybe you all could help with. With our sailing date fast approaching (April 21) I decided to make a call to NCL and see if I could book a few things for embarkation. I called up and asked for a bottle of wine for the room witht he assorted fruits and also asked if the beds could be put together to give me and the little lady a big bed, also asked for a bed mat so it would be softer. The lady at NCL told me they can not accept requests until we are borded. HUH???? I thought I could make an embarkation request before sailing not wait till I am on board.
) She fixed everything. Got the Romance Package 505, the beds put together with the mat, and even got a bar setup in the room (bottle of smirnoff and a bottle of bacardi silver a 6pack of diet soda) I also confirmed all the shore excursions! 
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