Celebrity Cruises

We enjoyed the cruise but there were some issues. The ship was very clean and in good condition but the food was only mediocre.

When we tried to get access to an ironing board the front desk lady was very rude and we had to pay $12 for every single shirt to get it ironed. That left a bad taste in my mouth.

A voucher? Really? Not what was promised.
Very disappointed. It took you 3 months to notify me that you are "rewarding" me with a voucher when I am actually due $1,800.
Yes, I can read the fine print, too.
After 20 cruises, you can keep your voucher and my $1,800. You will never see us on another ship.

This review would've been zero or minus stars if the option was available.

My cruise was cancelled 3 month ago and I am really frustrated and annoyed with the delay in processing my refund and the lack of response to my correspondence relating to the cancellation.

We were due to depart on 23 Mar aboard Celebrity Reflection for a 10 day caribbean cruise, due to COVID-19 it was cancelled a week prior to the departure and i still haven't had my cruise or flight fares refunded.
I have contacted both the UK and US based call centres and they are unable to offer any information as to when my refund will be credited back to me, all they are able to say is that it is "pending".

I have written to Celebrity repeatedly and all i get is the automated response that my query will be answered as soon as possible – Celebrity, as soon as possible should be quick! The only information I receive from them is what I classify as junk e-mail trying to sell me another cruise! They must think I am barking bad if they think I'm going to book another cruise with them!

Celebrity must realise that they cannot treat customers in this manner and still expect them to be loyal customers. An update on why the refund process is taking so long would've been most welcome but no news is definitely not good news and totally unacceptable.

Celebrity get your priorities right, look after your customers, process all refunds quickly, otherwise you are going to lose a considerable number of loyal cruise customers.

A very annoyed and frustrated, former and once loyal Celebrity Cruiser.

Very disappointed with celebrity loyalty….we booked direct with Celebrity for a balcony med cruise in September 2018 and later found that ROL were offering Concierge for the same price. We contacted Celebrity and they said they would match any offer so they gave us a Concierge stateroom. I had to provide them with evidence that I could get a better offer with ROL which I did no problem.
We then later booked another expensive Australia New Zealand cruise with Celebrity for February this year. This meant that after the NZ cruise we should have enough points to raise us from Seiect to Elite in Captains Club… when I checked when considering another cruise this year I find they did not give us the concierge points for September 2018 and when I contacted them they refused even though I pointed out that they had agreed they would match the ROL deal and had I booked with ROL I would have received Concierge points.
The points would have meant we rose from Seiect to Elite class in Captains Club. As it stands we are just 8 points way from this and yet Celebrity flatly refused to honour their promise.
The 8 points will mean nothing to Ceiebrity as let鈥檚 be honest what you get on Elite is not a lot but it鈥檚 a matter of principle as they promised to match the ROL offer and they didn鈥檛.
Having travelled with Celebrity so many many times I no longer consider I should continue my loyalty when it is not reciprocated.
For the sake of 8 points Celebrity break their promise. I shall not book with them again.
If anyone wishes to book a Celebrity cruise I suggest they go via ROL as the deal will likely be better.
We are now booked with P&O for our next cruise in December this year …Covid permitting.

Been chasing a refund for a cruise that was cancelled 15th March!!! These people are a joke I told them I wanted a refund as the cruise I booked is no longer available as they cancelled it. They sent a future credit ! Been chasing constantly for the refund their excuse is celebrity cruises has not refunded them and until they pay them they can not pay me!!! this is not my problem. They keep saying they will pay but still nothing. I already warned them if they do not refund me I would take legal action, Watchdog are now looking at taking action with holiday companies for withholding monies. I have now reported them to the (CMA) competition and markets authority and suggest everyone does this , I am now preparing to take legal action against iglu cruises which is where I booked the celebrity cruises through.

Dreadful written 3 times not even an acknowledgment

Failure to Refund….I booked a cruise with Oasis of Seas in December 2019 for 9 passengers. On 28 Feb 2020, two of the passengers from Brazil after traveling to other countries came down with Covid 19 Symptoms. Both were seen by a physician and a note was written forbidding them to travel. I notified RCCL immediately which was two days prior to travel. Also sent RCCL copies of physician notes. I was assured they would get be a refund as their policy was full refund 48 hours prior.
Now RCCL says they will not refund unless the two ill passengers presented at the gangway to be tested. So… the two sick passengers should wait two days and stand with a crowd of people waiting to board and be tested by a non medical crew member…and then what?
I have written numerous emails and talked with their "guest relations resolution expert" many times without any resolution.

Please do not rely Royal Caribbean to consider your safety or honor their policies after this horrible experience.

First trip with this vessel. Had an Aqua cabin which allows you to eat separately away from the crowds. It is ok but had better. The best part of the trip did not happen because of the Coronavirus. Most passengers booked to see Singapore but sadly, it did not happen. Our refund consisted of one day鈥檚 money for missing Thailand, which was paltry to say the least. Return business class part of our journey was lost as we had to return to Dubai. Guest services promised us x amount of our 鈥渘ext鈥?trip and so far it has not materialised and our emails go unanswered. Complaints dept in the U.K. are not bothered and always send a bog standard reply when you query anything. We will definitely not be returning. Let鈥檚 hope this Coronavirus does Celebrity a lot of damage then they might appreciate how much they need the customer.

Celebrity cruises constellation.
Cruise cut short because of the corona virus…a refund of $124 pp was put into our on board account but had to be spent on board by midnight the night before cruise finished…how is that a refund?
Also, are they going to refund my BA business class pre paid seating? As to claim a refund direct from BA it has to fall into certain categories…and returning back from a different airport or different airline isn't one of the categories…and all no fault of ours.. a joke of a cruise line…
My first cruise….and definately 100% my last with this sham of a Company.

My upcoming Cruise with Celebrity Cruises on the Millennium from Tokyo to Vancouver was recently cancelled by Celebrity because of the Coronavirus.

I have no issue with Celebrities decision to cancel the cruise, safety first, what. My issue is with the extraordinary level of Customer NO Service with regards to communicating and refunding monies to passengers such as I who have paid in full for the Cruise, Hotels and Airfares.

As I booked this Cruise in the US but am now in Europe, I am unable to call the US 800 number and if I call the European office I am referred back to the US office. Emails one asks, ahh yes emails.

I have received only one email from Celebrity informing me that I would receive a refund for the cruise passage only, back to my credit card after two billing cycles. Any hotels and or airfare cost would only be reimbursed up to a maximum amount of $300 upon submittal of cancelled receipts.

As I have expended over $3,000 on non-refundable, non-changeable airfares and hotels associated with this cruise, its safe to say that I am not happy with Celebrity Cruises. To add insult to injury the email stated that I would receive a $300 voucher for a future cruise with Celebrity. I would like to tell them what they can do with there voucher only my complaint might not be posted.

To date all of my emails to Celebrity Cruises have gone unanswered and so it's safe to say that I will never book a Cruise with Celebrity again and would advise those who are planning a cruise to avoid Celebrity. They have a reimbursement policy and a customer service department that are non-existent when an issue arises or for a request for a refund is made.

PS: This is the first review that I have ever written which should tell you the level of dissatisfaction that I have with Celebrity.

Been on a few cruises and I knew what to expect. A small ship does not have all the amenities but does not have noisy, impolite guests. The crew and staff were above average and the ship is new. The food was very good and the service was also above average. I think the staff is a little overworked but everyone made an attempt to serve. Lots of smiles and laughs. Will sail them again.

We were on a recent cruise in the Far East on Celebrity Millenium. We would like to praise the captain and crew for keeping us safe during such a stressful time due to the ongoing Corona Virus situation. Our itinerary was changed again and again as ports were closed to the ship. They kept us completely up to date with changes , helped sort out ongoing travel arrangements, gave free WiFi to all to enable us to keep family informed and so that we could rebook flights etc. Most importantly they kept us safe from the virus as the crew were constantly cleaning communal areas . They all worked so hard to try and create a good atmosphere in such extenuating circumstances. I cannot praise them highly enough.

Had a cruise from Southampton to Fort Lauderdale end of November 2019. Cruise ship was always very clean and we found all the staff to be very friendly. Our Cabin Steward, Kevin was excellent.
Must admit I found there was a little too much 'hard sell'. Art auctions virtually every day, they used up space where people liked to line dance etc. and the majority of shops were expensive jewellers. I realise these outlets have to make money to cover their franchise fees but a ship without a 'general store'. Where magazines and all odds and ends you may have forgotten doesn't seem right. Yes there was a cabinet with limited goods available in the section that sold duty free. Had a Free drinks package with booking. The disembarkation at Fort Lauderdale was so efficient, if only all cruise lines were as good. Due to having to use a wheelchair we used a taxi for a trip around Boston. It was fabulous, the Taxi driver a gentleman named Gaylord, a long standing taxi driver gave us a tour of Boston, he also took a photo of me outside Cheers. The tour cost $47 (charged by clock) and was well over an hour long. We saw all the sights even went through the restaurants and bars in Little Italy. To him I must say Thank You, We saw more than the people who had paid $79 each. We were dropped off at Quincy Market. This place is really Not wheelchair friendly. Also facilities for disabled are not the easiest to access. Food on board was excellent. Entertainment times were out of sinc with the general running of the ship. Talks started whilst people were still having breakfast. Catch up in cabin always available. Don't know if I would like to be on board when people would be sitting on deck as the sun beds were lined up so close you were unable to walk between them, plus there were no small tables for drinks.
My thanks go to all the staff you made the cruise good.

-1000 Stars for the poor customer service and false information. Major run-around. I booked a cruise/flight with a FULL REFUNDABLE clause on 1-24, tried to cancel on 1-26 and got an appalling run-around and put on hold for 1 hour. They do not tell you that you have to speak to 100 departments to cancel. The poor customer service, major run-around. I booked a cruise/flight with a FULL REFUNDABLE clause on 1-24, tried to cancel on 1-26 and got an appalling run-around and put on hold for 1 hour. Each department said you to speak to the other one. I feel like they fraudulently try to keep your REFUNDABLE DEPOSIT.
DO NOT TRUST THEIR WORD WHEN YOU CALL, they promise you accuracy and then drive you crazy. They promise excellent service and it is all LIES. LIES IN THE SPEECH ABOUT BOOKING. Customer service was POOR AT BEST. AVOID THIS COMPANY. Used Princess Cruises in the past and the experience was MUCH BETTER. STAY AWAY FROM THIS COMPANY.
DO NOT TRUST THEIR WORD WHEN YOU CALL, they promise you accuracy and then drive you crazy. They promise excellent service and it is all LIES. LIES IN THE SPEECH ABOUT BOOKING. Customer service was POOR AT BEST. AVOID THIS COMPANY. Used Princess Cruises in the past and the experience was MUCH BETTER. STAY AWAY FROM THIS COMPANY.

We enjoyed the cruise but there were some issues. The ship was very clean and in good condition but the food was only mediocre.

When we tried to get access to an ironing board the front desk lady was very rude and we had to pay $12 for every single shirt to get it ironed. That left a bad taste in my mouth.

I booked us on the Summit out of San Juan and decided to use ChoiceAir through Celebrity Cruises so we could fly on the day of the cruise and be assured we did not miss the sailing due to airport delays. We chose our flights and economy plus seats on United flights and thought we were booked since our credit card was charged, but it took more than two weeks before we could see our confirmation. This is when we realized we did not have the economy plus seats we had selected. Our travel agent contacted them and we were told that ChoiceAir is not allowed to book economy plus seats because United will not let them (even though at booking time the ChoiceAir agent did confirm economy plus seats with our travel agent). We then had to pay an additional $300 to get the seats we wanted with more leg room for the long flights. We tried to complain to Celebrity – who endorses this company – but were told we had to take the issue up with ChoiceAir. They contend that United limits them and they could not have booked us initially in economy plus seats. United says it was an error on the part of ChoiceAir. I am very frustrated that we had to shell out another $300 in addition to the $1200+ that we had initially paid for these flights. The fact that Celebrity is not offering any compensation for this mess when they endorse this company is irresponsible on their part.

This may well be my last Celebrity Cruise. We sailed on the Summit two years ago and ended up in a room under a bar that was open until 2:00 am and then the crew dragged chairs and tables around for an hour every morning setting up the space for the next morning. Our room smelled like sewer when we first arrived and our bed stunk from BO and it took a half dozen complaints before they would replace the mattress cover and sheets, which did not completely address the mattress odor for the rest of the cruise. We are giving this ship another try since we had a credit to use and because the ship has recently been totally upgraded. We find that Celebrity sailings visit the same ports over and over with little variety, which makes it difficult to find any new or different sailings to choose from.

I traveled with Vacaya for a gay cruise to Ptown on the celebrity summit. The team with Celebrity is beyond helpful, they are always smiling, specially that it was a gay cruise. Everybody was accommodating to the craziest needs of guests. Food was impeccable and the rooms were extremely clean. If it wasnt for their extremely extremely expensive wifi and charging for the water in the room, they wouldve got a 5 stars from me.

Had a really great cruise with amazing staff, and lovely food, great facilities, clean rooms, plenty of places to sit by the pool, pretty decent entertainment for the most part, very very friendly and accommodating staff.

There are a few things that let this cruise company down which are as follows:

Drinks ! Their drinks on board are absolutely crazy expensive. I know a lot of people buy the drinks packages which I also think are overpriced, because everyone in your party has to have the same drinks package, and we really don鈥檛 drink enough to warrant a drinks package. Most of the bottles of (decent.) beer on board are $10 + which is very expensive. In all all inclusive hotels drinks are included in the price. I feel like this is something they should consider doing in the future, because it makes more sense.

Hard sell. This cruise company is all about selling you drinks packages, speciality dining experiences anything they can try to sell you they will. On our last day at sea we paid extra for the wine tasting experience which was okay, but to me it felt like another way to try to get you to buy something. They was offering 30% off all wines featured in the wine tasting. We did wine tasting with another cruise company (Thompson鈥檚) which was one of the worst cruises and cruise ships I have ever been on, but their wine tasting was more than just trying to sell you wine. It was an actual experience where they told you about the wines, whereas this wasn鈥檛 the case with celebrity.

Disembarked. This is my final point. We had assumed that the final day we would be able to stay on board until our transfer later on in the afternoon was ready, but this was not the case. Instead we had to have breakfast by 8.30 we had no where to get changed, because apparently on the last day they close the changing rooms, and cover up all the pools. We did pay for 10 full nights of cruising, but this is not what we received unfortunately. Celebrity claim to be a 5 star cruising company, but if you stayed in a 5 stay hotel they wouldn鈥檛 make you leave the hotel with nowhere to go for hours. In my opinion not a 5 star cruise at all 4 stars maximum.

The star rating would鈥檝e been higher, especially had our disembarkment been smoother. I would probably still recommend celebrity cruises, but as I said there are a few areas that could definitely be improved.

We left two days early to visit Hong Kong before our cruise. All was well till we got to Dallas. They said we would leave an hour later again and again till eight hours later. Then we finally loaded the plane and they said we have another 15 minute delay. Then all of a sudden the whole crew just left the plane without saying anything. No announcement at all. Everyone just sat there till someone got a text message that the flight was canceled. The other people started to get text messages. We got off the plane and was told that they would not help us find another flight. We were on our own.
I called Celebrity cruise because we bought the flights through them. They scheduled a flight to LAX that night to catch another plane to Hong Kong but we were delayed leaving Dallas and missed that plane at LAX. Neither America airlines nor celerity could get us to Hong Kong before the ship leaves on the 16th. After 36 hours with no sleep Celerity said they wanted us to fly to Chicago and get there after the ship leaves and then to Seoul South Korea where the ship would be on the 7th day of the cruise. Because I would not agree to this plan Celerity arranged a flight for us home on Delta. They said it was all my fault and would get no refund from the cruise nor the flight. I have insurance but they said I had to have proof why the flight was canceled or they will not pay. American won't say.
Buford

We went on a celebrity cruise around parts of Austrailia and New Zealand. We flew from from UK to Sydney and spent a few days there before beginning our cruise in Sydney Harbour.
I'm giving three stars because there are some pros and some cons. The ships are fabulous with the most marvelous facilities and itineraries. The gyms and dining rooms are first class. Dances were fun. Champagne bar great. Most staff on board were really nice. Cleanliness and standards very high.
The downsides were that dress code was not properly enforced. What happened was that some folk turned up and were allowed into the really fine dining rooms in the evening, dressed like scruffs with baseball hats and shorts on. This was unfair to the rest of us who made an effort in smart clothes and evening wear. I think the staff were nervous of enforcing the dresscode in the fine dining areas. Likewise, some folks turned up to the fine dining with children in prams, which is simply not appropriate.
This could have been easily remedied by keeping the casual family dining room (on our ship this was on the top deck) open until late. The staff at the fine dining restaurants could then direct the 'casually dressed' or the parents with prams to the casual dining room. I realize that some folk don't want to dress for evening dinner for whatever reason, so surely just make it clear to them that they won't be allowed in the fine dining areas.
Another difficult area if you're a newbie to cruising is that it was rather buried in the small print about not having curling tongs or travel iron in your luggage. I guess if you're a veteran cruiser you'll know this but we didn't and hence I had curling tongs and a travel iron. My luggage was commandeered by the crew as were quite a few other people's luggage. It was a fuss having to queue up to get the luggage back and staff dealing with the matter were a bit off hand in their attitude. Given that packing is so fundamental, make it really prominent about the ban on items with any heating elements. So many new passengers made this mistake.
Transfer in New Zealand was rather chaotic.

Re caribean cruise
We departed on the 23/09/18 on what was to be a holiday of a lifetime, due to wrong information from IGLU CRUISES , the start turned into a marathon from HELL,I contacted IGLU re baggage labels and asked if our luggage would go to the ship I was informed that we would receive labels at check in at Manchester airport and would not see our luggage again until on board, on check in there was no labels and was informed that we would have to collect our luggage TRANSFER it ourselves at both JFK,MIAMI,&HOTEL as I asked for airport assistance this turned out to be a nightmare ,THEN on arrival at the hotel we were informed our room would not be ready for30,min and to have a drink at the bar, at 01,30 we were informed we did not have a room and they were trying to find us a room at another hotel which they eventually did, after traveling for 20 hrs.we boarded the ship at 11,00 and were told our luggage would be at our state room at 14,00 this was not the case we were told our luggage could not be found, it eventually arrived at 23,00 we were extremely tired and very agitated to say the least we would not recommend AND WOULD THINK TWICE ABOUT BOOKING THROUGH IGLU CRUISES or CELEBRITY CRUISES AGAIN

Celebrity has a special needs form if one needs a special diet. We requested a no salt vegetarian diet. It appears that nobody on the ship reads the form. So you ask the maitre'd when you are on the ship. "No problem" we are told. Then it is a 50-50 proposition if you actually get a proper meal. They can do the no salt vegetarian but can't seem to be able to add any different spices, although they have them on board. After several complaints we were put on the "no sail" list, refusing to allow us to book another cruise as they could not accommodate our dietary requirements despite being told it is not a problem or an unreasonable request. If you can put up with their regular meals, which range from terrible to quite good, then try this cruise line. Other than mediocre production shows, the other entertainment is very good and personnel on the ship are very nice, even if they promise more than they deliver.

Just got back from a great Alaska cruise on Celebrity Infinity and it was absolutely fantastic. The staff all over the ship is doing a very great job to keep you happy and are always very kind to you.
The food on the ship is amacing both in the restaurant and on the 10th floor, We had the same waiters every evening in the restaurant and they will do anything to make you feel the best. 3 courses every night and everything was gourmet food, fantastic. Great great staff.

Just one complain and that is the prices on the tours you can buy on board the ship, they are extremely expensive !!!! So wait until you are ashore and buy your tours by the locals, only half price for the very same trips.
We had a very great and amazing week on board.
The reason for no giving 5 stars is the price on the tours ashore
we did get an email afterwards and have answered it with lots of stars 🙂

Madre is the best, so helpful and literally saved me 拢100s off on an amazing deal. Thanks Madre for all your hard work

JET SET FAIL.
Celebrity Cruises don't seem to care about their customers reading these reviews…and that has been my experience too.

My dream was to sail out of Venice on a luxury Cruise Ship so when I saw the 'Jet Set Sail VIP Luxury Fly/Cruise' direct from Belfast to Venice I booked it.

7th July started out with much excitment, a Private Jet direct to Venice to join our Luxury Cruise.

Arrived 7am at airport to be told there was a slight delay to our 9am departure.

Next announcement, our plane had broken down in Lourdes (how ironic!) and they were trying to get another plane.

Next announcement and the most heart breaking, we would not be joining the Cruise ship in Venice we would be flown to Dubrovnik later that day to join the cruise ship the next day.

My dream of sailing out of Venice was gone..my main reason for booking this Cruise.

Next announcement flight will depart 15.15pm. We sat in the departure area of the airport (no special Jet Set Sail VIP lounge for us) and we watched the departure change time and time again until eventually our departure time was
聽4.30pm.

We were all tired and hungry by now as most passengers did not have lunch preferring to wait for their 2 course meal with drinks on board our Private jet.聽 While waiting we tried to lift our morals joking with each other聽 'we will be fine after our first G & T on the flight'

5pm weary and tired we boarded the aircraft 8 hours later than our 9am 'slight delay' flight

Next announcement on board our Private Jet

'THERE WILL BE NO FOOD OR DRINKS SERVED ON THIS FLIGHT'

we all looked at each other in disbelief this was then confirmed as we watched Oasis Travel staff bring on bottles of water, boxes of potato crisps and chocolate bars.

8hrs we had waited on our flight and Celebrity decided to send it without any food or.drinks on board!!!

This is all we were to have for the聽 next three hours, water and Crisps…some VIP flight.

Next announcement

'There are sandwiches available but it is one packet between two passengers.' !!!
We never even got a sandwich as they ran out!

Could this day get any worse…yes.

Arrived in Dubrovnik late evening collected our suitcases and no one was there to advise where to go. So the 130 passengers decided to clear customs and we waited in the arrivals area looking like list souls. We were eventually joined by an Oasis travel agent who told us to go out to the car park where 4 buses were waiting.

We were herded into the car park where a man with a clip board was shouting out 'I want 10 X 2 couples onto bus 1, 20 X 2s and 3s on bus 2 etc' no passengers names were called out and asked to board their bus in an orderly manner.

Passengers were rushing onto the buses with their suitcases not knowing where they were going.

Once onboard our bus the Oasis Travel Agent got on and asked us where we were going! She then counted the passengers and left the bus with a wave shouting back 'there will be a meal and drinks waiting for you at the hotel' and we never saw the Travel Agents again.

Arrived at the hotel asked where the meal was being served and were told in our rooms. Got to the room, no food, we were so hungry, called the hotel who said it was on it's way to the room.
When it arrived it was a small.plate of cold meat and cheese..no drinks, we were told we had to pay for our own.

It was now midnight too late and too tired to go out for a meal.

My dream had turned into a nightmare.

We complained on board to the Manager of Celebrity Constellation to be told we had to take our complaint to Oasis Travel Agent.

Got home and took our complaint to the Travel Agent to be told it was not their responsibility we had to complain to Celebrity Cruises!!

And so the ping pong game of complaint responsibility began.

I finally wrote to Celebrity UK stating I felt I been treated appallingly by Celebrity

Celebritys final reply 'if you are not happy with our response you can take your complaint to ABTA'

We have all been extremely let down, disappointed, expectations crushed by Celebrity Cruises.