We have used cruise 1st on many occasions, and have always thought they were great...until now. After flying to Santiago Chile, a 14-5 hour flight, we discoverd when we checked into the hotel, that our cruise the next day was cancelled. March 2020. I phoned cruise 1st, and they reckoned they didn't know. In fairness they did get us on a flight home, after 5 days. However...since returning, they have been useless. They have cut off their phones, and don't reply to emails. I phoned NCL and they have confirmed refund has been paid to Cruise 1st. Then lo and behold... I got an email, but this one was to tell me my balance for next cruise is due., I paid as no option to talk to anyone, and a payment receipt arrived immediately. Email auto reply says reply within 14days. Now our next cruise is cancelled, so goodness knows when that will be sorted. Both trips are ATOL protected, but still no refunds. I am beyond disgusted, at their lack of communication. I will never use them again. I am now considering speaking to my M.P. as ATOL is govt. backed, and having to wait months for refund is ridiculous. As a p.s. They said if we can stay in hotel in Chile, at no extra cost to us, until they could get us a flight home,Actually meant, the cost of hotel and flight will come off our refund... I just know they are going to rip us off.