Celebrity Cruises

Embark on a journey like no other with Celebrity Cruises! While some customers have expressed concerns about customer service and food quality, many others have praised the cleanliness of the ships and the excellent entertainment options. With Celebrity Cruises, you can explore the world in style and luxury, creating unforgettable memories along the way. Don't let a few negative reviews deter you from experiencing the elevated premium vacation offered by Celebrity Cruises. Book your cruise today and set sail for an adventure of a lifetime!

Complainant Mrs Joanne Flanagan and Mr Peter Flanagan
contact email jo. [protected]@gmail.com
Cruise dates
04/05/24 - 10/05/24 Summit
11/05/24 - 17/05/24 Edge
Celebrity Summit.
We Embarked on the Summit cruise on the 4th May at the time I was anticipating stopping in the ports of
Santa Barbara 5th May
San Fransisco 6th May
Astoria 8th May
Victoria 9th May
Vancover 10thMay
The reason we booked this cruise was to see the north west coast of America..
However, the summit only made one, what could be considered port stop at San Fransisco on 7th May a day later than initially expected.

We did stop in Victoria for 2 hours to enable people to disembark, but it was to late and the time in port too short for us to get off and explore the area. The communication from the Captain and the deck was very poor, no alternative arrangements were made to port elsewhere or stay in the ports for longer. Which when we have sailed with other cruises has always been accommodated and no form of compensation offered. During the time on the ship the speed remained relatively constant at 6-8 nautical knots, We feel that this was a time wasting exercise.. We have cruised in worse conditions and have never had issues with the captain being unable to make port or provide an alternative. So this was extremely disappointing and not the cruise we booked or expected. A complaint was sent to the customer services team and we asked them to confirm whether any of the other cruise liners in the area were able to make port? this has not been answered.

Before embarking on the celebrity Summit we were was led to believe that celebrity are one of the best. This is not the case by any stretch of the imagination and not our experience, the Stateroom was tired with the veranda roof blowing about in the wind. This was reported and eventually repaired. The USB ports in the room did not work this was reported on a couple of occasions but nothing was done.

In the room the entertainment provided was poor with most of the TV channels having no satellite connection. Café al Bacio the service was poor with dirty cups and plates left on tables and not being cleared. The ocean view restaurant dirty plates were left on tables and not being cleared in a timely manner. I am a vegetarian due to health reasons. I had very little choice of food, with the chefs on the pasta and pizza areas used the utensils for both vegetarian and meat dishes. The salad areas again utensils were cross contaminated between the salad and meat plates. I did raise this with the staff and nothing was done.. The Vegan area the meals remained constant with little variation including the curry being presented at breakfast. No milk alternatives were readily available again this is a dietary requirement for myself. My husband also struggled to get food that was hot and on one occasion we went to the restaurant late in the evening and the chicken he brought back to the table was undercooked and pink.

The food in the cosmopolitan was poor we had little choice and the meals served were at most look warm. On a number of occasions we asked for the food to be heated up only to have a new plates of food put in front of us with little change in temperature. What a waste..

One evening we booked a meal at Qsine at $60 a head. Five of us went together and all agreed the meal was not great and did not meet our expectations, again the food was lukewarm, sommelier service was poor and we had to ask on a number of occasions for drinks. Due to the poor service and excessive cost of this experience we again complained to and eventually managed to get a refund after chasing this with the team.

We upgraded to a premier drinks package as there was little choice available on the classic package. Thinking this would provide us with choice throughout the bars on the ship. This was not the case and the premium drinks were not available at all bars. Edge Our first impressions of the edge where the ship was amazing. However We again upgraded to the premium drinks package. This was $117 each.. on the Summit we paid $116 for the two of us? The staff could not explain why the package on the Edge was double that on the Summit for exactly the same deal..
The food in the Cosmopolitan was the same menu as was available on the summit with little variation. The food again was tepid at best even when asking for the food to be served hot.

The vegetarian meals lacked choice and on one occasion I asked for an alternative “mac and cheese”or my evening meal, this came dry, rock hard and lukewarm, in my opinion inedible. We raised the issue of lack of suitable choice with the team only to be given similar choices every night! The ocean view café we went for a lunch I had soot on my plate from the ships chimney. As part of a larger group some of whom had upgraded to the Aqua, on speaking to them it appeared that they received a much superior service with better choices.. I booked celebrity with the understanding that it was a premium cruise line. Where “you would be treated like a celebrity”… would I book again? From the experience on the Summit and the edge although better I would not book or recommend family or friends to book with celebrity.

During our time on both the Summit and Edge we raised our concerns to the appropriate teams and guest services. But these were not dealt with and ignored, It gave us the feeling that you had been paid and no longer had a duty to meet our expectations. The expectations that “NOTHING COMPARES” I have telephone and emailed Celebrity cruises on many occasions Celebrity have eventually offered us £700 off a future cruise or £800 on board spends, However after the experience we had, there is no way we would sail with them again. This cruise having cost us in excess of £9000.
I have further contacted customer services again to reiterate this point only to be told that is all that Celebrity offer. I have requested that a manager calls me to discuss but this has not taken place.

In light of this please could you consider this complaint
kind regards
Jo Flanagan jo. [protected]@gmail.com

Attached a copy of my seapass (final invoice) where you can see a charge of u$21,40 in my credit card. This expense is not mine. Since my first e-mail sent to celebrity employee mr. Genesis mendoza, dated from may 4th, I am waiting the answer about this improper charge. I do not know why is so difficult to get attention in responding to my request. More than 22 days have passed without any explain. I am asking a refund of this amount to my credit card..

My name: simao korn ship: celebrity reflexion embarkation date: 05/03/2024 debarkation date: 05/06/2024 booking no 3805381 payment method: credit card

Check [protected] charged: amenities & services u$ 21.40

Last Sunday we tried to book a suite class in the retreat. Had troubles with the web site and decided to book by phone. The price was not honored the next day. Was total for us $5200 instead of the $3800. The people sad there was nothing that could be done. We took til Saturday where we booked the cruise at the $5400. Now three days later the price is back to $3800, we call and they say there is nothing they can do. As a past customer of at least a half dozen cruises and a past retreat cruiser as well as having another cruise booked in the fall. I thought you could help us out because of our loyalty.

I booked the cruise for 9 nights Eastern Carribean on Celebrity Silhouette for sailing January 2 2024 reservation 1131124.

My cruise was cancelled without notifying me after I already made my flight arrangement and took time off work. I found out about cancellation after I called to Celebrity cruises because I was not able to schedule my excursions.

I talked with customer service several times including talking with manager Ignatio who promised to take care of me: to offer similar cruise,reimburse for flight and offer credit for the inconvenience. Since that time, I was not able to reach him for 1 month and the issue is still not resolved.

Please reach out to me via email [protected]@gmail.com ,I am waiting for resolution.Dr Trott

Booked a cruise online for feb 2025

Tried to cancel as plans have changed

Was advised that I would loose my deposit which is ridiculous this far in advance.

Tried to change my return flight which was booked online as was told, I could not. I had to book another flight, and I did not do it thru your online booking.

It is a nightmare dealing with your people when you book online. I was transferred 5 times to the same dept when I called to find out flight information, which was booked online thru your website.

This will be my last cruise with Celebrity.

I booked a refundable ticket on 24 November 2023, and paid my deposit of $900. The balance that was left to by by 6 January 2024 was $1153.22.

On 24 December 2023, I received a reminder email from Celebrity to pay my outstanding balance by 6 January 2024 to finalize my booking. The email had an attachment, which I did not look at.

I cancelled my booking on 26 December 2023 via their online system. I have not received any confirmation correspondence that the booking was cancelled, however the trip disappeared from my account.

On 5 January 2024, I called Celebrity cruises call centre after sending 2 emails querying the refund of my deposit. I was told by the agent that I will not receive any monies back, as I made a non refundable booking.

I then checked my original confirmation documentatin, and the booking was a refundable booking. When I however checked the attachment on Celebritie's reminder email sent on 24 December 2023, it shows it as a non refundable booking.

My confirmation documents clearly shows a refundable booking. It seems the booking was changed by some-one, unbeknown to me, to a non refundable booking without informing me or sending me updated documents.

I made a refundable booking, never made a non refundable booking, and my documentation and confirmation correspondence from Celebrity clearly states this.

I want Celebrity cruises to refund my deposit.

My first cruise was in January 2023 on the Equinox which was a fantastic cruise and gave us the bug. I then proceeded to book a further 3 cruises One recently taken which complaint refers to.

The recent cruise from 22nd October to 2nd November was very unpleasant as it was not in good weather that is beyond anyone s control we know that. Bearing in mind these below are my issues.

1/ we lost a days sailing and received a very small credit but worst of all we missed a stopover in the Azores which was our main reason for the trip.

2/ many days at sea in generally bad weather with restricted activities.

3/ Bermuda trip was impaired by a dinghy found floating at sea which involved our ship in retrieving this which gave us a very restricted time in Bermuda as 3-4 hours is not enough time to discover the Island, we made a quick trip to Pharmacy had a quick lunch and back on board again.

4/ Nassau was also a very restricted time so all in all not good.

Food was not up to standard in most restaurants although Buffet was good and the Murano was excellent but the rest were poor at best average.

The entertainment was mediocre with one act Rebel was outstanding but the others were limp.

To sum up we had a paltry offer of compensation for what was a days loss of cruising and a third of our trips cancelled. I appreciate you cannot control weather but the rest you can and control by better compensation should be afforded

My Cruise is on the Celebrity Reflection Nov 2 to 12 2023. Yesterday I went to medical for ear wax irrigation. The nurse Mphatsoe Mpho to me the cost of $150. I questioned him about the coat and I was asaured irrigation included. Today I got a bill for $365. When questioned Joy Ragandang insulted me by telling me I did not understand Mpho. Then went to make complaint at Guest Relations and they calledmedical to arbitrate bill.

COVID, I have a letter from Celebrity saying a refund for the number of days you were isolated to your cabin reflecting prorated cruise fare, I have emailed this letter 3 times to 3 different Celebrity email adress no return mail, Do you want us to sail with you again, I want to but that depends how you handle this case

Cruise 1st october Hawaii to Sydney 19 october cabin 9318 Barbara quinn

Covid lockdown 12th to17th october Solstice fare $8173.00 Doctor Alinsod Andi Joseph MD Patient ID [protected]

Please advise

To Whom it May concern ~

my name is Katherine Richardson, my son Duston Alton and I were passengers on the Celebrity Solstice Cruise Ship for a 7day Alaskan Cruise embarking Seattle, Washington on September 15, 2023.

Upon boarding 11:00am we went to Guest Services and inquired about the drink package which we decided on the “Premium Package” and I asked the Customer Service Agent what is the ships limit of drinks per day, 15-20 ?

We were told that Celebrity does not have a limit and told us “you are on vacation, we have the keys, so enjoy yourself and have fun”. My Son, enjoyed himself from that moment until about 3:00am is when I received a call from the Guest Relations Manager “Joanne Cassidy” saying to meet her on deck 3 my son has had a severe injury.

I immediately got dressed and met her, she escorted me to Medical where my son was being held in handcuffs with no shirt and I was told he jumped from a floor landing on his feet. I asked why is he in handcuffs and Chief of Security told me it’s only for his safety and he will have to stay in the Brig until he sobers up. The next morning I went back to medical to get my son and bring him clean clothes since the ones he had on were covered in blood. My son was calm throughout the entire situation never threatened or hurt anyone. The guest relations manager told me when she came on scene that he was anxious and very worried. My son was in fear and security did not help him get to his room, the bartenders never told him he had more than enough alcohol for the day but kept serving him and he had just started a higher dose medicine that impaired his judgement.

They kept my son locked in his room with round the clock guards, then told him he had to disembark at the 1st port in Ketchikan, Alaska.

The ship refunded the cost of alcohol package $900.00 and absorbed the ships Medical charges which the Doctor didn’t even know how to use the X-ray equipment or know how to read the X-rays.

My son was doing nothing wrong other than trying to find his room and the ships security used unnecessarily abuse of their power and unlawful detainment instead of escorting him to his stateroom, he felt threatened and in fear.

image0.jpegimage1.jpeg

Is there is anything we can do ?

Much Appreciated,

Kat Richardson

Sellars Rep’s Specialist

[protected]

Compass Rose Realty

314 S. Main St

Jonesboro, AR 72401

I recently went on an 7 Day Alaska Cruise out of Seattle Washington. We scheduled a couple of excursions prior to departing. We had a whale watching excursion and a light rail excursion into the Yukon region. We attended the briefing prior to the trip and was told that we would not need our passports for the trip. I returned them to the safe in my room and left on the trip. After getting to the waiting area for the bus ride to the train we were asked for our passports. I told them that we were told we didn't need them and they said that was wrong. So I was going to reboard the ship to get the passports and they said that I would not be able to get back in time and was told I could reschedule for another trip later in the day. What I didn't realize they charged mr the regular price for the later trip because it was not booked before departing Seattle. We were not told that they would charge us for the later trip. I happened to look at my bill the day before we arrived back at Seattle and saw that I had been charged for both trips. They did eventually remove the charges for the first scheduled excursion but then charged me for the more expensive trip that was not even as long as the regualy scheduled trip. They gave us back out $149.99 X 3 people but then charged me $229. X 3. I am wondering why I am being charged the higher price when it was not my fault I was given the wrong information. I would appreciate any assistance youo can provide. Thank You, Carl Banik, [protected]@yahoo.com

To: President of Celebrity cruises August 3, 2023

Mrs. Laura Hodges Bethge.

From: Alexander Caploon

227 Highland Ave

Montclair, NJ 07043

Dear Mrs. Laura Hodges Bethge,

With all my family, 6 people, we usually take a cruise for our birthdays, mine and my granddaughter. In the past we used different cruise lines, mostly Princes. This year we decided to go with Celebrity Summit on July 23 through July 30 to Bermuda. I booked 2 cabins (booking #4091447 and #4101327), all inclusive. At the time of booking, I was told by a Celebrity agent that all internet, telephones, drinks, tips are included. “Do not worry about anything!” And I paid about $10K for everything. We all were excited in anticipation of an excellent trip. I also booked all our excursions including one restaurant, Sushi on Five, which was advertised for free. Got a confirmation # 4091447 with $0 balance.

We arrived to check in at 1 P.M. Checked in, went to the ship and asked for a restaurant to have lunch. We were told that there is no restaurant available for lunch, only a buffet. So, we went to a buffet. Later we found that the restaurant was open. Seems to be we asked the wrong person. It’s just misinformation. The buffet was good. The food is of a very good quality, and we were very satisfied with it. Our cabins were ready by 3 P.M. and we moved in. Nice cabins, clean. No problems. Our luggage was delivered by 5 P.M. but my suitcase was delivered by 7 P.M. We had a dinner reservation in the Qsine restaurant at 6 P.M. so, I went not dressed, in a T-shirt and shorts. The dinner was good and entertaining. It cost us $180. I got a check and signed it.

We went to the upper deck. Everything looks great. Ordered our drinks and discovered – only drinks up to $9 included, If it’s over $9 we have to pay the difference. This is not what we were told when we were buying this package! Tried our telephones and internet – neither one was working for all 6 of us. We went to the customer service desk for some help. They did hook-up us to internet, but the telephones were not working. Usually, I exercise in the morning and at that time I watch different shows. I tried to download any one of my shows and was unsuccessful. My son is a lawyer, and he needs internet and telephone connections. These were the main reasons I bought internet and telephone connections. Neither one was working. The services of the internet were very limited. I asked for a customer service manager and was told that he is busy. I asked to call me when he will be available, and we went to the room. So far there was NOT a package we bought! Seems to be we were completely desinformed and misleaded about the whole package. And that was not only us. I noticed another 3 people complaining about the same issues with the telephone, internet and drinks.

There are 3 people in each room and when the sofa bed was open for the 3rd person to sleep it closed the entrance to the balcony. It’s defeat the purpose of having the balcony. What a ridiculous planning! It’s just a poor design and your agents are selling it for 3 persons with balcony!

Next morning, I went to the gym. The gym is open 24 hours and it’s excellent. It’s a very nice set-up and equipment except – the changing room is a little bit too far from the gym and it’s the only one in the area. It’s still very nice with the sauna.

After the gym I went to the juice bar. Another surprise – it is not included in the package we have. You have to pay $6. Does not make any sense! Drinks up to $9 included but juice for $6 is not. Who was the smart one to even think about this set-up? Tried to justify his existence in the company by saving money? I went back to the customer service manager, but he was still busy. I left the same message to call me. Nobody did.

The next day I went to the service desk again and insisted on calling the manager. Finally, he showed up - Felix. It took 2 days for him to respond. He probably doesn’t realize that he has his meetings because we, the customers, are paying for it. Tried to explain to me that we have wrong package. It’s basic not classic. But this is NOT what we were told by the Celebrity agent. We were not even aware of another packages. There is nothing he can do and if I am not satisfied, I have to pay another $63 per person to be upgraded. And if I have a problem with that, I have to call [protected] and complain there. What an attitude!

In the evening we went to another restaurant, Sushi on Five. This supposedly free restaurant cost me $228. When I asked what the advertisement was for free all about, the respond was “free reservation!”. Is it another joke?

Next day we had a snorkeling trip and to verify we went with my wife to the excursions desk and asked for information. We were told to get a towels in the swimming pool area. So, we went to the 10th floor to get them. Going back to the cabin we were stopped by the maintenance persons and were informed that we are not supposed to take pool towels. They will provide theirs. It is against the rules. How are we supposed to know it? They apologized and sent us a bottle of wine. It was very nice of them. But don’t all involved parties on the ship should know this?

In general, the trip was good if it would not be spoiled by these details. They are details but they are very important for everyone.

Now, looking at my final statement I found few charges which I will dispute:

The Qsine restaurant charged me $180 which was right. Then they credited me to $180 and charged $302.40. What is that for? I called customer service and spoke with Trisha. She sends an e-mail to the ship and we were agree that she will call me. I am still waiting. Tomorrow I will call the credit card and dispute this charge.

My son’s family made a present to me by arranging a birthday dinner at Tuscan Grille. $396 they charged to their credit card. Apparently, it also appeared on my final statement. It is a double charge, and I will dispute that.

We would really appreciate if you would review this letter and compensate us for all these problems.

Celebrity Cruise :

reservation 7901869 celebrity silhouette sailing date 2/12/24. Athens and Daniel Titus.

My flight reservations got really mixed up resulting in credit to Jet Blue and American Airlines.

I have spent endless hours on hold then speaking to several agents confirming the situation would be solved by having them transfer credit from AA to Celebrity .

They all say I will get an email, i will see the credit on my bill but it doesn't happen.

I am so disappointed in the customer service. This is my 3rd cruise with Celebrity and have never thought i would have so much trouble with problem resolution.

Week two and I'm on the phone again. Both with reservations and flights by celebrity.

They [censored]ed me over with the excursion rates, randomly cancelled reservations - dining, excursions, wifi, laundry. And wants to charge me full rates, no longer have any dining options available, and told me they will not honor the refund for removing the third person from the room rate.

They had me stay on the phone with their reps for over three hours before speaking to the supervisor. I was on the phone from 11am this morning till now - when I broke down in tears. And venting on their twitter page - to have someone say - aw, I see you're speaking to a supervisor, tata.

Seriously, these people are sadists for what they are doing to me. I've never suffered so much ineptitude from a hospitality/ booking site in my life. I have to go through how much they've refunded me and how much extra I paid for this trip. But dreading it. Don't book with celebrity online. Don't try calling them. Maybe going through a travel agent is better.