Celebrity Cruises
Reviews and Complaints

Very dissatisfied that all your dining associates felt the need to wear colognes and perfumes in the dining hall. I tell them that I have a sensitivity to this and requested servers who were not wearing said and in a location where those who were would not be passing close to my table. Your people rufused to accomopdate me and instead moved me to a high traffic area and wore even more cologn!
Also changing the rules on dining after I agree and pay for a cruise sucks

I sent this e-mail to Celebrity Customer Services on 9th December 2022 I did not receive any confirmation/ answer from Celebrity. Totally ignored.

Reservation no 877966
Ship - Celebrity Constellation, departing Tampa 11-21 November 2022
Jean Young
Complaint : Mixed stools in casino
Incident date - 16th November 2023
Sitting on stool with a back on it at slots in casino.
Moved seat and sat down.
I didn’t realize they had different stools. High stool that have a back and stools that don’t have backs.
Not a good idea.
I leaned back to talk to my sister and flipped over.
I hit my head on the stools behind me and landed on my lower back and coccyx.
I hit the floor with a heavy thud, legs in the air.
One casino worker looked round the corner at me lying on the floor and walked away.
I was not given any help from casino worker.
I was helped to my feet by a fellow cruiser.
I was so embarrassed and at the time didn’t realize my injuries.
Next morning 17/11/2023 I struggled to get out of bed.
The pain in my left leg and tailbone was intense.
I was finding it hard to walk.
I self medicated for the next few days to no avail, my pain increased.
Tailbone pain in the bone at the base of my spine (coccyx), near the top of my bottom, leg pain and burning in shin.
Only slight relief I got was lying down in bed.
I decided to visit the medical facility onboard.
They were very attentive.
They gave me an injection for the pain and x-rays to determine if I had broken any bones.
I was fortunate that, at 64 years old, I had not broken my hip.
I was told I had injured my sciatic nerve and coccyx.
This fall on impact with the floor caused swelling to the nerves in my back and sciatic nerve, bruising to my tailbone.
The doctor was very helpful.
I was given medication, steroids and Naproxen.
I had to stay in bed most of the time as it was too painful to walk.
I acquired a walking stick to help me get about.
I did not get off the ship after my accident.
This incident happened the 5 days into my cruise.
I hobbled along for dinner with my family, who were also on the cruise.
I did not get to any entertainment as I was in too much pain and went back to my cabin after dinner.
I was so disappointed I never got to enjoy the Celebrity experience.
I was so looking forward to the shows and entertainment onboard.
I was staying another week in Tampa after the cruise before flying back to Glasgow, Scotland.
I spent the week in bed before flying home.
I had to get assistance at the airport to get to the gate.
Since my return home, I have been seen by my doctor with a diagnosis of Coccydynia and Sciatic nerve injury caused by the trauma.
I am still in lots of pain.
I am taking pain relief tablets.
I am now attending. Physiotherapist.
I have to use a walking stick to get around.
We have sailed with Celebrity several times, but I am disappointed they could not acknowledge my complaint.

Jean Young

Celebrity Beyond Reservation ID: 5228890 (Group ID: 5404812)

The day before we were to embark on the Caribbean cruise (October 26), my partner experienced severe muscle spasms which landed him in the ER of NYU Langone Hospital for 12 hours. After tons of tests, he was discharged. They found no cause for the spasms but noted he was detected with having COVID. I contacted our agent at Pied Piper on October 25 and canceled. When I then contacted Celebrity, they said I had to go through my travel agent. Pied Piper first indicated no refunds, but the next day said there would be refunds of taxes and credits. Also, on Oct. 27, Pied Piper asked to receive proof of the COVID so that they might be able to arrange a refund; I sent it to them that same day. Since that day, I have heard absolutely nothing from anyone even though I phoned and left messages 3 times as well as emailed them 3 times. Even sent certified letters which they refused. My questions: 1) If the money spent eventually goes to Celebrity, Why must I go thru Pied Piper? 2) Did Pied Piper ever contact Celebrity? 3) Did Celebrity know we canceled? 4) Were our names removed from the roster of who embarked on October 26? 5) Did Pied Piper keep our money without telling Celebrity that we had canceled?

This company did a total bait and switch on a cruise charge. Total due was $2500 for 2 guests. Then after it was paid, and went to add the name of my fiance, it said "Total now due $3100" extra! Even though the receipt i got from them was for $2500 total paid for trip. Disputing credit card charge with the bank. Nowhere in the terms or any detail upon booking did it give a total quote of over $6000! which is what it would now be. Going to look for others with similar experience and begin class action.

Reservation ID 3229229

Marlene Stephenson, Joseph Fabiano

December 4 - 11 2022

I have travelled with Celebrity 5 times and have enjoyed. We have even already booked for another trip.

The internet was the worst I have ever experienced. Little to nothing. I went to Guest Services several times and was continually told there was no internet upgrade even though one of the flyers I had said there was an upgrade.

We were almost stranded in Fort Lauderdale because I received an email from Flair Airlines that our flight was cancelled to go home on December 11 and rescheduled to Wednesday December 14th. In frustration I called my family in Toronto to help us to arrange something. I had a great computer with me. I couldn't do anything and shop for cheaper. Finally got Guest Services to get me a phone number for Air Canada. It cost us $2500. to go from Fort Lauderdale to Toronto Canada and we didn't do any upgrades for this flight. No seat selection, no food, no priority boarding just the cheapest and direct flight home. Even Guest Relations had difficulty with the internet.

Another trip with Celebrity I was on I had internet and we were docked in Italy, my computer rang. My doorbell at home alerted me to someone "passing" my bell and I chatted and could see my grandaughter entering my home to feed our cats. She couldn't see me but she and I had quite a conversation. I was STUNNED after a great experience to what I had on this trip. I wanted to also give a Great thank you to Clint Kelu who was excellent and treated us to a dinner at the Tusan Restaurant. All the staff/crew were excellent.

I know of at least 2 people who committed suicide after their encounter with Celebrity Cruises Pig Woman Kathy, at Southampton Terminal England. Pig Woman Kathy literally and figuratively Mugged and Robbed me and others and threw us on the street. They refused to allow us to board the ship.

Now I want Pig Woman Kathy; Chief Pig Woman CEO Lutoff Perlo; and Pig Doctor on the Celebrity Silhouette; to pay me the amount that I have decided. With an additional £100 for each day that passes since the 20th October 2022.

Also $2000 from each Pig Woman and Man, to be given to a charity of my choice, because of the robbery of $100 from me and 20 other people for PCR tests that were totally unnecessary because we had brought our own PCR tests as required by Celebrity Cruises. All tests were Negative. I have the evidence.

Every day they delay in responding and refusing to pay I want them to pay another £100. Amount to date £8020 each.

Patricia McCarthy

I emailed a similar complaint to the CEO Celebrity Cruises on 20 October 2022 which remains unanswered. I hope that you can help me. My future cruise bookings with Celebrity and Royal Caribbean depends on it. My name is Barry Hayston. My Captain Circle No. is [protected] and I reside in Sydney, Australia. I am approaching Elite Status with Celebrity.

At the present time I have three future cruises booked on the Celebrity Eclipse from Sydney. One is to New Zealand on 20 December, this year (Booking No. 224233), another to Tasmania on 10th March 2023 (Booking No. 9318429) and the third to the South Pacific Islands on 6th April 2023. (Booking No. 5092839)

At the present time, I have completed 51 cruises worldwide and hope to do many more in the years to come. I have had the New Zealand Christmas Cruise and the South Pacific Islands April cruise in 2023 booked for some time.

When I originally attempted to book either a Royal, Celebrity or Sky Suite on those two cruises aboard the Eclipse, the Celebrity Web Site indicated that all those Suites had been 'SOLD OUT' and were no longer available. I took this as an indication that these Suites had been sold out owing to their popularity. As a result, I reluctantly booked Verandah Staterooms on both these cruises, even though my wife and I were sharing the Stateroom with a friend on the South Pacific Cruise in April 2023.

What really puzzled me was on the 7th of October 2022, long after I tried to book the Suites referred to above, I received an email from Celebrity Cruises stating that I was one of the 'Select Cruisers' eligible to upgrade my existing staterooms to a Suite, offering me what is referred to as a 'Celebrity Move Up'. I immediately took advantage of this offer and placed bids for the Royal, Celebrity and Sky Suites. I have since been informed that my bids for the Christmas New Year cruise to New Zealand this year had been received, but no word on whether any of my bids had been accepted. I also applied for a 'Move Up' from my three-berth balcony stateroom to to one of the aforementioned Suites on the April 2023 cruise, but have heard nothing back in reply., not even an acknowledgement that my bids for those Suites had been received.

I did however manage to secure Sky Suite 1666 for my Tasmanian cruise in March 2023 and would like that Suite for my other two bookings please.

Why are those Suites being offered as 'Move Up' promotions when none were available when I originally tried to book them? Are Celebrity holding them back on original bookings and then auctioning them off for a higher price than they are normally sold for? I hope not. It is obvious that the top Suites have not initially been sold but advertised as 'Sold Out' then offered to a select few on a 'Bid' basis. The higher your bid, the more chance you have of securing one of those Suites. If this is the current situation, I'm sure that the Australian Competition and Consumer Commission would be more than interested in learning about this practice.

Could you please clarify this issue and inform me by return email of the true situation in respect of Suites being held back for sale, then auctioned off for the highest bid price.

The other point that I wish to make relates to contacting Celebrity Cruises office in North Sydney by telephone. On 19th October this year, I tried to contact the Celebrity Office at North Sydney by mobile phone. I waited on 'Hold' for almost 2 hours when I rang the advertised number of [protected], eventually hanging up in frustration. It would have been quicker for me to jump onto a train at Engadine and travel to North Sydney to attend your offices in person rather than trying to ring. The following day, I went on-line and located another telephone number on your web site of [protected]. I attempted to ring that number and was informed by a recorded voice that this number was 'Not Connected'. What is going on at Celebrity?

I have been a loyal customer of Celebrity for many years and a personal friend of Captain Tasos Kafetis, currently Captain of the Celebrity Constellation and formerly Captain of the Celebrity Solstice.

I expect to be treated in a fair and equitable manner by your Company and this is just not occurring at the moment. I have been shunted about and flick passed over these issues and I am receiving no satisfaction whatsoever.

If my requests shown below are not met, I will continue cruising for as long as I am able, but after the April 2023 cruise, will never book a Celebrity of Royal Caribbean cruise again. If I sound upset, your right.

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Este foi meu terceiro cruzeiro (com mais duas amigas e o segundo de uma) com esta companhia. Navio vende pacote para mundo todo e só usa o inglês em seus comunicados. Eu como brasileira, como tantos outros no navio (havia mais de 50 funcionários brasileiros) gostariamos de pelo menos ouví-los em espanhol, fora que é impossível ouvir os comunicados dentro da cabine. Compramos o cruzeiro da R11 Travel no Brasil tendo a promessa de tudo incluido (pacote bebidas clássico e wifi básico) e pouco antes de embarcar soubemos que nada disso estava incluído. Preço da internet e pacote de bebidas a bordo bem caros, que acabamos optando por não comprá-los Após o cruzeiro recebi uma avaliação do app: o por quê de não ter usado o aplicativo, resposta: pelo pacote de internet ser muito caro; se trabalho e qual a minha faixa salarial, somente estas três perguntas. Como viajei com mais três amigas e duas tinham chip internacional, quando compartilhávamos o acesso pessoal dentro do navio, quem estava compartilhando recebia mensagem do navio que não podia compartilhar com outra pessoa. Uma forma descarada de forçar a compra de um serviço. Lamentável... Os pacotes de excursão também precisam de melhora pois poucos são em espanhol e são fracos de informação do local visitado. Já que vendem cruzeiro para o mundo todo as excursôes deveriam ter tradução simultânea. O atendimento da tripulação, refeições e dependências do navio sem reclamação, tudo é muito bom. Ficamos um pouco decepcionadas com este cruzeiro e iremos repensar qual companhia escolheremos para o próximo do ano que vem.

Atenciosamente,

Regina Lotti - Cabine 1054

Google translate:

This was my third cruise (with two more friends and the second of one) with this company. Ship sells packages worldwide and only uses English in its communications. As a Brazilian, like so many others on the ship (there were more than 50 Brazilian employees) we would like to at least hear them in Spanish, apart from the fact that it is impossible to hear the announcements inside the cabin. We bought the R11 Travel cruise in Brazil with the promise of everything included (classic beverage package and basic wifi) and shortly before boarding we learned that none of this was included. Internet price and onboard beverage package very expensive, that we ended up choosing not to buy them After the cruise, I received an evaluation of the app: why I didn't use the application, answer: because the internet package is too expensive; if I work and what is my salary range, just these three questions. As I traveled with three other friends and two had an international chip, when we shared personal access inside the ship, whoever was sharing received a message from the ship that they could not share with another person. A shameless way to force the purchase of a service. Disappointing... The tour packages also need improvement as few are in Spanish and lack of information about the visited place. Since they sell cruises all over the world, the tours should have simultaneous translation. The service of the crew, meals and facilities on the ship without complaint, everything is very good. We were a little disappointed with this cruise and we will rethink which company we will choose for next year.

Yours sincerely,

Regina Lotti - Cabin 1054

We sailed on the Summit beginning September 21, 2022, to Canada. Itinerary changes due to weather issues put us at sea for additional days. Asking for compensation for missed ports. The only reason we took this cruise was because our other cruises were canceled and we had to use our credit by a certain date. Use or lose. We are faithful Celebrity passengers. This cruise was less than average. Food in Blu was boring. Poor menu options and fewer choices than in the past. You upgraded regular cabins to Aqua class to obtain additional income putting regular Aqua class passengers in a tenuous situation in Blu dining. Blu was very crowded making it uncomfortable. The waiters and wine sommelier were wonderful and did their best under the circumstances. Your quality is less than average from past experiences. Canapés in our cabin were always the same every day. What happened to variety? Considering canceling our cruise booked for next year and trying an alternate cruise line. We think we should be compensated for this terrible experience. All the other passengers we talked to felt the same way. I completed your survey and have not been acknowledged at all. Shame on Celebrity.

My wife and I cruised on the Infinity out of Ft. Lauderdale 10/1 - 10/8. We were happy to be able to do so, since having already had COVID in late December 2020 and testing for antibodies and T-cells with our doctor, we have not been vaccinated. We were also happy to test prior to boarding. However, I remain curious as to why vaccinated travelers don’t have to do the same given a vaccination prevents neither infection nor the spread of the virus.

The last two days, I have had a low-grade fever and flu-like symptoms. This morning I tested positive.

While I can’t be certain, I suspect the issue was the use of the steam room in the spa. I take full responsibility for the decision to use it. In fact, I told myself before doing so it wasn’t a good idea.

In addition to recommending all passengers test prior to boarding, I might recommend one of your spa associates take the temperature of a guest and ask if s/he has a cough prior to permitting the use of the steam room. I realize these extra steps won’t eliminate the risk of infection, but I strongly believe they will reduce the rate of infection.

All this said, my wife and I enjoyed ourselves and look forward to another cruise with you.

I have just received notification of my allocated cabin number and find it has a partial view.

When I booked I was not informed of this as I would have made an alternative choice.

I am more than a little disappointed with this allocation and would like you to consider an alternative stateroom.

This is not the service I have come to expect from Celebrity Cruises!

Regards, John Hills.

My Captains Club number is [protected], my name is James Iadicicco. I recently took a ten day cruise with my wife that was supposedly out of Venice, Italy.

I wont say it was a total disaster but i will say that it is nowhere near the quality of a Celebrity Cruise that I am used to. First of all, it was all the covid test expense that we paid to the tune of $140 when then we come to find out that we could use our home covid tests that were essentially free.

But what was worse was finding out about having to get to Ravenna to get on the ship and the hassle for that. It was much more than a few steps first getting to the train station in Venice then a lot more steps involved with the train. To keep this simple m wife is handicapped and literally fell when we had to transfer trains to get to Ravenna. Had Celebrity notified us sooner we would not have gone to Venice we would have gone straight to Ravenna and my wife would not have had bruises on her legs for the whole time of the cruise and then some.

Most of my complaints with the cruise was with the formal dining room. We requested late dining and for the first 3 days this trainee person named Zeus kept trying to put us in anytime dining. To the point of rudeness, we finally had to basically get in his face to get the proper seating and evebn at that he put us at a table with nobody else. We have always found that we enjoy sitting at a table with other people for a lot of reasons. Instead we sat at a table for 7 with just the 3 people in our party. The last three nights we ebnded up inviting another couple and their sons who were disgusted with their concierge class dining room. They said the food was terrible and the servuice there was awful.

Then after 3 nights i complained to Zeus about the horrible selection of bread that we were being given plus it was so stale that after the third night i would go upstairs to the Oceanview Cafe and bring down a plate of breads from up there for the rest of the cruise. Zeus could care less, not once did he or if there was a Maitre D. stop by our table to see how we were doing. When i asked Zeus why he was serving us garbage he got highly offended well maybe i was a bit rough on him. But after 3 nights of his bullcrap i was tired of it.

The only bright spot in dinner was oyur waiter his name is Dewa and he is the only reason why we stayed there for dinners. He was excellent.

That was the worst, but there was a horrible gnat problem mostly in the Oceanview Cafe but it was very annoying.

Lastly, there was a continual lack of ice, plus no coffee, and broken water dispensers. I would have to walk to 3 or 4 different stations sometimes to get coffee water or ice. Plus paper coffee cups and supplies.

Honestly this is all a management problem your workers were doing the best they could but its your business not mine.

Feel free to contact me if you need any further information but myself andmy wife are not very happy with Celebrity at this point.

This will be my 8th letter to you.

We were left stranded in Toronto, 30 phone calls I have record of it. No resolve.

We were put in danger.

We were inappropriately mishandled and unprofessionally tossed around and didn't get our moneys worth. We were emotionally physically hurt and completely worn down. We missed Flight, Venice with our friends one dieting of cancer lied to and hurt. We have worked 40 years for trips and just retired and deserve to be treated better than you have. All we do is receive frustration and stress and still no one to talk to resolve. We own a company and if we treated our customers like you do, we wouldn’t survive. Your reputation is so tarnished and you dont see it, your not targeting your problems with the correct resolve and communication.

Take care of your customers and your customers will take care of you.

We are indebted to going on the edge in 30 days on a transatlantic with friends in sky suite and we don't look forward to it in fact we don't want to go at this point because your promises have not been kept to us. We feel cheated.

We deserve more than this. You need to contact us as I am not stopping to complain. I let all the people on on our American Cruise line today bout your treatment. I have never had to write a letter your should be ashamed.Melinda Houston Roger Houston 627 Lakeview Road Lake St Louis Missouri 63367. [protected] [protected]@yahoo.com

This is one of the worst celebrity cruise we’ve had. The food and bar service were way off. First, the buffets breakfast, lunch and dinner pretty much serve the same food everyday and the quality is definitely not what I use to have with Celebrity, there’s almost no service from the waiter at all the time during our visited. The Main dinning room is definitely lack of staffs. I feel sorry for the cocktail waiter and the waiter. They have to take care of so many tables and I have to give them credit trying to please everybody. The menu at the main dinning is not really attractive. The only night that is good is the lobster night that also offer beef Wellington, duck…… and all the good stuff. But it all from one night and you cannot really try a couple of it. The main dinning room wine doesn’t have much selections as they just keep pouring the few wine that they open regardless of upgrades beverage package or not. My table mates from the States and Britain feel the same and one of the lady says the food were rubbish to the waiter. The most disappointing are the bar service on this cruise. There’s always a long wait for a drink and I haven’t get one good cocktail for 9 days! Seriously! Not one bar tender have a smile on their face! They are so short staffed that don’t expected you will get any waiter to take your order if you are sitting down, you have to get to the bar if you want a drink. I never been on any cruise like this before and we have close to 600 sea days. The room attendant was great and the ship is clean. One more complaint about is the shore excursion to Santiago cathedral. The tour guild spoke very very bad English and have a hard time expressing her thoughts! Many of us have no idea what she is talking about!

Overall, I am expecting much better service from my past experiences with celebrity. A few month ago when we were sail on Apex, Service. Foos, drinks entertainment were all great. I just wish Celebrity should set the standard straight. Otherwise, they will lose their good representation in no time.

After 3 years and the rescheduling of multiple cruises due to cruise cancellations we are finally scheduled to cruise in Nov on the Celebrity Equinox. I cruised on the Celebrity Galaxy back on the late 90s and have wanted to have my family try Celebrity Cruise line, even though we have primarily been cruising on another cruise line for the past 20 years. I was hoping to expand our cruise experience on other cruise lines. Unfortunately the customer service I have experienced, even prior to the cruise, has been disappointing. I contacted the Celebrity Engagement Center multiple times by email and phone to request credit on my Captains Club account for the previous 7-day cruise that I took. I provided them with as much information as possible ie ship name, when the cruise was taken, departure port, destination and full name/address. The response I received as follows:

“ Regretfully, system limitations often prevent us from accessing sailing manifests that are more than a year old. Because of this, I was unfortunately unable to locate any records confirming your completed cruise aboard the Celebrity Galaxy that departed on 90's. However, I will still be able to add this missing cruise to your Celebrity Captain’s Club account as long as you are able to provide proof of sailing in the form of official cruise paperwork, a SeaPass card, or a photograph. A valid document must identify you personally and feature both the name of the ship and the sail date. You can send any support documents you have to [protected]@celebrity.com.”

It is very disappointing that I am trying to build a loyalty and relationship with as a customer of Celebrity Cruise Line and they are not willing to assist me with this request. It doesn’t feel like Celebrity values their customers and isn’t interested in building a loyalty to their brand.

Thank you.

Since around 3am this morning, while we were somewhere off the coast of Florence, Italy, my girlfriend and I have been imprisoned in our cabin No. 8244 on the Celebrity Edge by order of the head of Security (Niv) who told us to not leave our cabin until he gets the Police to investigate a false and fabricated complaint against us allegedly made by another guest. As a result we could not sleep and felt traumatized, harassed and threatened because he was there along with two other Security Officers. At 7am when we docked we contacted Niv and complained about being falsely imprisoned in our cabins and he indicated that he is trying to contact the Police. We complained about being kept against our wills in our cabin and then Niv tried to say that he only wanted us to stay in our cabin so that he could reach us. As a result, we stayed in our cabin and around 8am he called and asked us to come down and meet him by the Gangway to speak with the Police. This is the second Celebrity cruise we have done in three weeks and it is the worst ever experience and we are convinced that the false Complaint against us and the False Imprisonment are both as a result of how Celebrity cruise lines treats us as people of colour.

my name is MOSHE KAMHAJI i have a booking #9841354 my cruise is the constellation living from barcelona on july 30 , on the 7/23 i have been infected by covid 19 .in the same day I Spock whit ANIKA and I explained to her that I cannot assist to this cruise and request a return of my money.

also i paid for a vacation protected plan , so please i need an answer to my claim a soon as you can

I was on ship celebrity Beyond between 11th /21st july with another couple there wand blew in socket hairdryer wouldn't work only in dock safe and door was the same. Restaurant didn't let us in until 10pm at night finished meal midnight dry chicken never offered a drink we had upgraded package Couldn't get a sun bed on sea days .

Told to sit on sofas at sunset bar..however i was given vouchers for this. The biggest problem was i just went to sit down with my lunch ceiling swung down just missed me it was scarey could have hit be really hard. I was shocked and traumatized. I was advised to go to a lawyer but i don't want to this. I love cruising and wondered what you could offer

As we really did have a few not so nice moments. Picture attached. Its a shame as other couple don't want to go back on board i am trying to think positive as i have never experienced this on other ships

Much appreciated

floor in bath had mold mirror in bathroom pitted stains on desk top floor uneven never gave clean glasses in bathroom this ship was supposed to be refurbished i did not see one thing done to ship if this was my first ship it would be my last reservation 8342902 7night western caribbean cruise. on celebrity infinity state room 6005 on july 2 to july 9 2022 from ft,laud. fl. i am on oxygen 24 hours qa day and can not take mold.

My husband and I boarded the Celebrity Equinox on July 2, 2022. My husband's luggage was brought to our stateroom, but mine was not. After waiting 3-4 hours, we asked our room steward about my luggage. He said it was in security. We went downstairs and was told that a handheld garment

steamer was not permitted, but that it would be returned to us at the end of the cruise. I was given a receipt. I was told that it would be placed on a table on the same floor as our luggage as we were disembarking. When we went to retrieve,

there was no table. We were told that we would have to go to the second floor? We were never told that before. We did not have the time to go to the second floor because we had to board a bus since we were going on an excursion. Our receipt number is Room #9288. I am filing this complaint because of the poor service in not returning the steamer.