Celebrity Cruises
Reviews and Complaints

When I thought it couldn't get worse Celebrity Cruises has taken it even lower. I waited on hold to book a group cruise a I was on hold for 2 hours and 51 minutes before I gave up. Debating if I want to even deal with Celebrity anymore. Love their cruises but is it worth it? I dread calling them for anything.

Let me list a few of my problems:
Extremely long wait times even before Covid

Celebrity agents are a mixed of knowledgeable and Unknowledgeable. Friendly and unfriendly...Hopefully you get lucky!

Celebrity never lets you rate your call. They don't seem to care if you had a good or bad experience.

Still waiting on a future cruise credit from a cruise that was canceled in May 2021.

we have called several times and spent hours with your service people with no resolution. we have a group of 11 people that would like to have dinner together. We booked our cruise in June in which we tried to get our dinner arrangements completed, but are having all sorts of problems. Our reservations are as follows:
178369; 211262; 214590; 186017; 192819 and 4458305. We like to dine as a group at the following restaurants:
12/27- Noramndie 7pm
12/28- Cosmopolitan 7pm
12/29- Tuscan 7pm
12/30 Cyprus 7pm
12/31- Specialty restaurant Steakhouse 8pm
1/1- Normandie 7pm
1/2- Tuscan
ps: We have been on the phone for about 10 hours to resolve this

Dear celebrity
I have to say Today I am not happy as I have had to cancel our cruise which I waited for 2 years to do I have emailed rang and texted to see if someone could help me as we cannot fly out from the Uk which is very disappointing no help from celebrity as an incentive to book the same holiday as next September or even lift and shift the cruise to the same month next year as a NHS worker this is so disappointing for me as it is just what I needed
In fairness I think celebrity have been no help to me at all to try and sort this out for me the stress and anxiety has been disgraceful
I never even had a email reply of yourselves which is very disappointing
Now I was looking To go again but how I've been treated as s person has put me of, awful
no compassion towards my needs at all.
Regards
Sharon Martin
booking 4075546

Booked 1/20/2020 #4688190 and the Kelly's
We have tried to obtain a refund from Odyssey Travel - Laraine Burns with no luck after she reached out to National Accounts Rep Jennifer Suarez/Account Manager Yolanda Shepherd. Called Celebrity Cruise and spoke to a nice lady that referred me to Monica Smith back in May 2021 who then referred me to April/Karen. I have now heard from April Celebrity Pre-Resolutions. Do not care to fly at this time due to the upcoming Delta Variant.
All we ask that this money be refunded as we all had COVID in 3/2020 and did not see investing in a cruise at the time. American Airlines refunded our money promptly.
Sharon Arrowood [protected]@me.com

Our cruise on Silhouette was changed to British Isles. We were then banned from Scotland. Not your fault but two destinations were cancelled and replaced by just one. We failed to go round the British Isles but instead went round in circles. Surely we could have made the trip round the British Isles or at least made another stop. You saved money by not making two stops in Scotland and saved fuel by failing to go round British Isles.
We have another trip booked on Silhouette at the end of September but as yet you are still unable to give us a reviewed price as this trip has also been changed.
Furthermore you tell us that the cabins are THOROUGHLY cleaned so can you tell my why there were belongings from previous visitors left in our drawer?
I look forward to your earliest response and trust that a suitable compromise may be reached.

Please review phone transcription concerning my call to cruise planners and customer service on 6 July 2021. The issue is too long to describe in detail here. I would be glad to discuss it personally. Phone number is [protected].

Reservation ID: 1781756 Greek Island and Israel cruise. Apex

I was promised a return call on 6 July. As of today no one has called back.

This is the first problem I have had with Celebrity since we began sailing with you. Very disappointed in lack of response.

We had a cruise booked and fully paid for in 2020 which was canceled (booking 660557). A cruise for 2022 was booked (2934237).
The base fare of the 2022 cruise is less than that of the 2020 cruise.

For the past two months, numerous emails have gone back and forth with a Celebrity Concierge trying to explain in detail how the numbers on the booking confirmation were derived. As of today, Celebrity has not provided us with an answer as to why we owe money on the 2022 cruise.

Whatever help you can provide would be greatly appreciated.

Thank you,
Vincent & Norma Morris
[protected]@aol.com

On 22nd May '21 (Invoice date) I booked a 6 night cruise on Silhouette from Southampton at a price of £1259 res. no.1485319 sole occupancy. Two weeks later the same category of cabin, deck, same period (31 July-6 Aug.) could be had for £200 less ie £1059 sole occupancy. Celebrity are making great show of wanting clients to know that they are booking at a fair price. For booking early I have been penalised.
If I had not already booked two weeks on the Solstice (Japan) next year, I would not be booking it now after this experience.
I would much appreciate a proper adjustment being made by Celebrity.
In each case information relates to direct Celebrity booking.
Two phone calls to Celebrity were not answered after 6 mins

orginal 450059 and 3942142 got credit for one of them and without requesting it was given a refund of the other. Booked two more cruises paid for one with the credit and was going to pay for the second with cruise credit which I was no given only 100% refund. ended up booking [protected] and 3286483. Now we get into 3286483 orginally was a 9 day cruise changed to a 6 day cruise by Celebrity. Paid 2188.99 per person for the 9 day cruise less? monies for a 6 day cruise Spoke to someone in Celebrity about up grade to retreat class they said OK and it would not cost any more. Upon review it was close to 3.925 more in cost After that time on 3/24 the sky suite was listed at 2, 699 per person using basic math I would have enough credit to cover the sky suite. Have called numerous time requested money numbers from resultion center no luck no reply. Have called additional times and response was I had receiver all the info they had and would not even speak to me. As it stands now I am not happy with Celebrity handeling of my reservations. This I will remember. I love the Celebrity Summit which can be seen by my past sailings.

We recently booked a Celebrity Cruise that made a stop in Bonaire. Prior to departure our group of 100+ passengers was afforded a pre-cruise meeting to discuss the trip. There was an lot of time expended advertising future cruises offered on the Celebrity line which made me feel that attracting future cruisers was the most important item on the agenda that evening.
At no time did our travel agent, the Celebrity Representative who attended our meeting or the captain (during the trip) ever mention the Dengue virus or Zika virus hazard present on the island of Bonaire. The first time we personally realized the potential for infection was while we were driving around the island in a rental car. There were billboards along the roadside about every mile or so that warned of the potential to contract the virus while visiting there.
I feel it was terribly irresponsible and unacceptable for a cruise line carrying 2000+ passengers to "overlook" the need to inform and educate the passengers on the presence of the Zika and Dengue virus. This information would allow the passenger to make their own choice regarding any risks they might be willing to accept. Precautions or modifications regarding their choices could be considered sooner rather than later--(maybe even too late). Mosquito repellent as a minimum should be mentioned and/or handed out (just as Purell is offered onboard) when cruisers disembark from the ship in that port.
In today's climate of deadly viruses, pulling up to the dock and expecting passengers to be knowledgeable of all the dangers that might be present in foreign lands is a failure on the part of the cruise line. Celebrity is entrusted with the safety of passengers for the duration of the cruise and their failure to inform/warn is inexcusable.

Depart Buenos Aries on Eclipse 17/2/20
We are in 2316
Woken every day @ 6.00 from noise above
Today we are docking
So noise from restaurant above started @ 3.30
This is my second complaint about noise of footsteps, trolleys
You had no right to sell cruise without warning
Celebrity is well aware of the problem
I repeat my previous email
Celebrity had choices
Tell or not
I had none
Because Celebrity failed to warn
Even though they were aware of problem
Your staff have been excellent
But the problem continues
Also during the day and into late at night same noise
We have paid considerable money for a rest which we are not having
I now demand your reply by return acknowledging this email and what are you going to do
Carol
Melvyn Langley 2316 Eclipse

We are currently on cruise Buenos Aries left 16th February stateroom 2316, twelve floor Eclipse
At 6.00 am we hear rumbling from trolleys
Footsteps all coming from ocean view cafe
Although your staff who are excellent and try to pacify
The noise wakes us up
Appreciate that restaurant must prepare for breakfast, the noise cannot be stopped

Celebrity had options when we booked
Either say nothing or advise us that there would be noise from above and we should be aware
It would then be our decision

To say nothing we had and have no options now

Your staff have offered us a room for sleeping on 9 floor
And retain suite

Although appreciate sentiment

Not sensible to pay for suite with extra size and sleep in a normal cabin

This is the second night on board

We have another 12 nights of being woken at 6.00 am

We are so tired that we cannot enjoy the evenings / nights

Celebrity had an obligation to warn us

They did not

I have spoken to our butler / concierge although very pleasant and helpful

Their hands are tied

As ours are

The obligation is and was firmly in the hands of Celebrity

We have previously enjoyed a suite on Royal Caribbean Australia / New Zealand and had great time with no noise, total relaxation

We were about to book cruise December /January around Caribbean

But after spending circa £11, 000 on this cruise we have grave reservations that Celebrity is concerned about its service and obligations

We await your response by return

Not when we return to UK

This complaint is "real time " happening now

Regards

Carol
Melvyn Langley

Returned from Celebrity Constellation Cruise 31/01/20 - 16/02/20 where we feel we have a number of unresolved issues which were not fully addressed at the times of complaints and directly affected the enjoyment and quality of our cruise.

1) Enjoyed excellent food choices in the Ocean View Café for my specific Gluten free diet however for the main evening meal within the San Marco restaurant unfortunately this was not the case. On the first 4 consecutive nights I had requested gluten free bread to enjoy with the other non gluten free guests which sadly never arrived. I discussed this with the head waiter and was assured all would be corrected by the following evening this did not occur despite assurances from the chef this would not happen again and as I liked apple pie he would make me this for the next evening which again did not happen therefore for the remainder of the cruise my after dinner pudding was limited to ice cream or crème brulee following failed promises all would be in place for the following evenings.

2) We had a room that vibrated and the ?engine could be heard at night which was affecting our sleep I reported this from the second day of the cruise again following 7 days and it was not until the 11/02/20 Charlie on reception empathized with our complaint and changed our room so we could enjoy the remainder of the cruise. We feel that our quality of life on the early days of the cruise suffered and thankfully Charlie recognized this and changed and upgraded our room in an instant which we are thankful and wish this had been enacted earlier to ensure our comfort.

3) Most complaint is surrounding the processes and underestimate of the time lost on the itinerary as well as holiday planned around that following the decision to avoid Phuket and Singapore due to the Coronavirus (a decision we do not oppose) The main complaint is that reimbursement of the stateroom credit to be spent solely onboard was related to cancellation of the day in Phuket. However it failed to address the huge anxiety and subsequent loss of enjoyment following the captains announcement on the morning of the 11th February in the Sri Lanka dock (11th February in particularly as this was my husbands birthday which we had planned to spent the full day celebrating in Sri Lanka but this had to be cut short to allow the prolonged process of our rebooking arrangements to get home from an alternative end point this placed considerable duress and time spent on finalizing the flights. We had also planned a full day in Singapore which had to be cancelled.
The reason for the cruise was my husbands special birthday and we feel that reimbursement has failed to take into account personal effect on mind and enjoyment or time lost as a direct result of having to reorganize satisfactory transport home.

We have sailed with Celebrity Cruise Constellation 2 years ago to Asia had a magnificent time hence or rebooking following a number of cruises with Princess this time has however has had a number of issues which have given us a different and in some parts negative experience which I am sure you will agree should not have occurred and your response will be rapid to regain our confidence in cruising with Celebrity in the future
Mr and Mrs Johns and Pamela McNeice
pam.[protected]@live.co.uk
mobile +44 [protected]

BEWARE! I am now a Norwegian cruise line traveler for life and will never sail with Celebrity again. Thank you NCL for your tremendous customer service! 15 months ago we booked an Asia cruise in the Penthouse and a concierge class room as well flights directly through Celebrity (our 19th cruise). With other cruise lines, you are assigned a pre cruise concierge to help plans excursions, flights, hotels. We did not receive even an accurate address of the embarkation and debarkation ports. Of course our cruise was canceled this week. I called three times a week for the last month trying to cancel the cruise myself so that we would have some time to book an alternate vacation.
Celebrity said I would lose 95% of the $30, 000 we paid if I cancelled he first two weeks. They then switched major ports of call a week ago and said if we didn't like the new ports we would not get a refund. They would keep our money and apply it at their convenience for a future cruise. Regulatory rules state if major ports of call (I.e. different countries) are altered, cruise lines are required to provide full refund within two weeks. The supervisor I spoke to said they did not need to follow this regulatory requirement. I am out thousands of dollars now for Chinese visas, airport and cruise port transfers, non refundable hotel rates, and no refundable cruise excursions. When I presented Celebrity with an itemized invoice for all of these AT THEIR REQUEST, they took 24 hours to review. After the review they said we cannot legally hold them accountable for these charges, so we're not going to do anything. I said we still wished to go on a vacation so would they be willing to at least give us a 50% future cruise voucher like all the other cruise lines we're offering. Celebrity said no we don't need your business. The way my family has been treated by Celebrity during this time of world turmoil is truly disgusting.

Captain's Club # [protected] - [name removed]
I normally have nothing 2 complain about w/ my cruises. I would like 2 explain my issues w/ this past cruise on 1 - 13th of December. 12 night on Silhouette out of Miami. In our room and it was disgusting.Dusty, dirty &moldy. I lifted the toilet seat & saw mold on the back of the seat & in the bowl.PART ONE..

Hi. We booked a cruise in February with the 2 perks option. The cruise leaves in 17 days and I just discovered that the perks have not been added to my booking. Even though Celebrity acknowledge that the promotion existed at the time of our booking and we have no perks booked their response is bad luck. My daughter watched me tick the perks boxes on the website. We feel that we are entitled to the perks as they were a one of the reasons we chose Celebrity over other lines for this cruise. Suddenly we have to find the $750 we believed we had all along. We had been loyal Celebrity customers at Elite level. After this bate and switch never again

My wife and I recently travelled on the Celebrity Solstice to Cairns/Port Douglas.

Before leaving we selected and paid for an excursion to the Barrier Reef out of Airlie Beach. Your description of this survey was glowing and described and portrayed the colourful coral you could expect to see.

After boarding a large catamaran we were taken out to the reef. This trip was approximately 2 hours. When we get to Cruising Whitsundays pontoon, we excitedly get into our stinger suits, face masks, snorkels and flippers and get into the water. Excitement turned instantly to massive disappointment. There was no colourful coral just a brown mass of coral! Brown, brown and more brown! Nothing like your website pictures. Nothing like what you described in your advertising for this excursion. Nothing like it! False advertising!

What really angered me is that your tour provider (Cruise Whitsunday) and Celebrity must have already known that there is no colourful coral at this pontoon location. Yet you both happily continue to take large amounts of money from your trusting customers, knowing that there is nothing to see at this location.( you see the pontoon is anchored in this location and had been for some time) How disgusting! How greedy! There are approximately 200 people on each of these Celebrity excursions, each paying Celebrity approximately $500. That amounts to a $100, 000 rip off!

I intend to take this matter further to stop more trusting people from being ripped off but for my part, firstly i demand that you refund what i paid for my wife and myself on the excursion.

My husband and I just did a back to back Vancouver to Oahu, back to Vancouver cruise, celebrating our 32nd anniversary. I attended the art auctions and entered their so called raffles and contests. When they announce that you win a prize for a contest and that they are gifting in a raffle, there should be no strings attached. I won, guessing the price of the picture contest and was given a choice of a print, that was auctioned earlier. I also had my auction number drawn and won a print from that. I found that both of these so called prizes were given deceptively. They did not have the prizes on hand, and i was charged $45.00 plus an additional duty of $18.39 in order to receive so called prizes. I find this practice does not reflect well for Celebrity and that PWG uses these gimmicks to promote themselves dishonestly. If I had known even after paying $45.00 that there was an additional cost to incur, I would not have excepted these so called won prizes.

Paris and Marco Romanelli
[protected]@live.com