Celebrity Cruises
Reviews and Complaints

I am currently on the Equinox on an 11 night Caribbean cruise. We still have 4 nights remaining and yesterday I was told they had completely run out of Corona Light. Today there is no stock left of Diet Coke or Coke Zero. There has been no Tia Maria in Al Bacio since day two. We have also paid for the premium drink package and the slush bar has not been open.

I have to say I am extremely disappointed that we have paid so much money for this cruise and the basic drinks I consume are not available with so much time left on board.

We were celebrating my 60th birthday on the 24th July 2019. I ordered a bottle of wine from the server - Lionel Ricardo in the Rendezvous lounge. I selected the bottle of Red wine -cab sav and pointed to the one I wanted after consulting with my friends. I pointed out the price also, being $25.He agreed that was the bottle and I also ordered two other mixed drinks. The server brought the drinks and the wine.I signed the docket as I had every other night. I didnt have my glasses on by this time so didn't really check it properly as I had already discussed which bottle I was purchasing. The night before we were finishing the cruise I checked my account and realised that I had been charged $108. for the bottle of wine! I never would have purchased a bottle for $108.00. I spoke to the service desk the nest morning and he said that he would send an email and it would be dealt with. I have not heard anything from Celebrity at all and I originally sent this email on the 2/9/19 to another email address (cliente@rTravel) and have heard nothing! I hope that I at least receive an acknowledgement from Celebrity. The cruise was great and it was our 2nd with you but I am not impressed with the post cruise service!
In anticipation ...
Trudie Smith Mobile- [protected] Perth Australia

Early in the morning on September 17, 2019 I noticed a bug on the bed sheets and upon further checking found blood spots on the sheets and an open sore on my husband's arm that was in the area where he had slept. After immediately reporting the situation, it was confirmed by the Health Officer as a bed bug. We were moved to a new cabin, our clothes were laundered and our suitcases were cleaned. Although I requested credit for the current cruise, all we were offered was a $750/PP credit for a future cruise.

This was our first Celebrity Cruise after sailing on many other Carnival, Royal Carribean and Princess ships. Never have we ever encountered bed bugs on home, in a hotel or at home. We would be very concerned about ever cruising with Celebrity again.

The rest of the cruise was almost ruined as we were stressed over finding more bed bugs.

Please refund the cost of our cruise which was over $6000. If you need a copy of our invoice please let me know and I can forward it to you.

August 25, 2019
Reservation number: 9514124
I would like a refund of my airport transfer that we had from the celebrity cruise ship to the amsterdam airport. We got on the bus with more than enough time to be early for our flight home. The bus driver got to the airport and then got lost and left the airport, proceeded to drive around aimlessly for about 40-45 minutes. Finally after about 50-60 min we got to get of the bus at the airport and got our luggage. This caused us to be late for bagging checkin, and checkin. Thus this snowballed into us almost missing our flight home and running like madmen through the airport to be there right at boarding time. There was alot of grief and frustration with this all happening and I am not very happy about it at all! I would like refund/ compensation for my airport tansfer and my time and grief involved with this screw up.

August 9-16, Seward to Vancouver
Passengers Dr Darije Orec & Stephanie Maunder
My husband wanted to surprise me with a ‘date night package' this included a photo shoot, dinner, champagne and a blow dry. When we arrived he was expecting the champagne to be in the room but nothing, when he chased up the package no one had a clue what he had booked. Eventually the director got involved and ensured we had all of the above however my BIGGEST COMPLAINT is the photos. We paid an extra 800 dollars to have a print and 5 photos on a USB stick. The USB was empty when we excitedly put it in the pc to show family and friends, the print we are still waiting for. I am so sad as we will never get those photos replaced or that money back. I have emailed celebrity but I doubt I will get any response. I will NEVER go on celebrity cruise ships or recommend them for that matter again. I always felt loyal being an ex employee and previous travelled as a guest a number of times!

how can you justify selling us a fjord cruise on the silhouette for 2600 pounds and a few months later reduce it to 1900 thats 700 each less ! so now we will just cancel but have to lose 300 deposit ? why cant you just change the booking ? and we will stay with your cruise ...so many other cruise lines we can go with seems stupid to me to penalise early bookers ...

My Wife and I were on a cruise last February along with some friends . I was very embarrassed boarding a launch to a port, there were a group of Gay men some dressed as women acting out and it was really disgusting. If I would've known that a gay group or LGBT group was booking the ship I would've booked another ship . I have been a good customer of celebrity for years and this really turns me off .My next cruise will be on Princess. Passengers the book and celebrity should be notified if there is going to be a gay group or LGBT groups .

I booked my family on the Edge last year for the July 13, 2019 sailing to celebrate our 50th anniversary. We are a party of 7.

My husband and I decided to add another cabin last week and move 2 out of the quad to another double. Little did we know that we would lose our dining reservations and our shore excursions. I've been working with Sonya who has been very professional and polite. However, she was unable to get back what we had.

We are now all dining around 6:00 instead of 7 and 7:30. On the days we get back at 5:00, it is a problem. I don't see why we should be punished because we decided to spend an extra $3300.00. The number of people and the names have stayed the same. We just decided to spread out. I don't want to be running around the ship trying to fix it once we are on board. I want to be in vacation mode.

Can you help me?
booking numbers 8975287, 3843904, 3064052

Thank you in advance.

date of purchase 5/18/19
Celebrity Summit
folio A 1350650 table
[protected] Tennett, Ronald

1 prodiver 42 steel 169.00

[protected]
Grand total 169.00

I purchased a invicta watch with a phony price tag showing $ 999.99
Celebrity price was $169.00

I found out I can purchased this watchfor the same watch for half the price than the phony price on celebrity.
also this watch does not keep accurate time.

I want to return the watch for a full refund.

Ronald Tennett
celebrity cruise patron.

We disembarked the Celebrity Solstice in Seattle on May 24th after our 7 day Alaskan cruise. We were booked on one of the ships sightseeing trips in Seattle, and were given number 4 for disembarkation. Once off the ship we looked for our luggage and could only find one of our two cases. We asked Celebrity staff for help, and they helped us to try and find the missing case, albeit unsuccessfully. We searched the whole area, not just number 4, s cases. I lodged a personal property report at your help desk whilst in the baggage reclaim area, and then we started our trip.
Once back in the UK i opened a 'Chargerback' search (ID Number [protected]) and on June 2nd, i received an email saying it had been found, and was in the RCCL warehouse. On June 4th i received an email from Celebrity lost and found with two options Option 1 'Pay to ship' Option 2 'Do not return' As the case had all our best clothes, shoes, handbags, perfume etc etc i had not choice to pay for the return. I am claiming conpensation for the cost of the return $246.91 (Why should we have to pay for something Celebrity lost?), plus a new suitcase, as the handle had broken off after its epic journey, and a new razor/gel, and contact solutions value $72.00. Total $318.91. This can be paid back to the card we used onboard, and we paid the shipping fee to. My name is Stephen Warburton. We were in cabin 8331. My email address is [protected]@talktalk.net We have done four Celebrity cruises in the last 4 or 5 years, plus one Royal Caribbean, so we consider ourselves loyal customers, and feel badly let down by this whole process.

Dear Customer service,

We had a booking under the reference shown above in the name of Haya Kaabar ; without any prior notice the booking was cancelled! We only came to know this when we were making a routine follow up on why the balance payment was not deducted from our credit card.

We sent two mails to follow up on our reservation but no one bothered to reply to these mails. Finally we called today and after being transferred to 4 different persons we were told that the reservation was cancelled but declined to give any valid reason for that!

They further informed us that the advance amount was credited back to our credit card but when we followed up with our bank they advised that this was not the case !

We are extremely disappointed with the quality your service and expect you to refund our deposit fully without further delay .

Best regards,

Khader kaabar
Mail : [protected]@beautyleaders.com

For years now I have experienced problems with the Celebrity website. But now I cannot access the website at all.

I have tried Chrome, Edge and Safari.

I have added the website (using several URLs) to Kaspersky trusted sites, but still no access.

If I am to remain a customer (I have had 6 cruises and have 2 more booked) I need to have confidence that I can access my account without this consistent aggravation

Booking reference 7647902
It was so long ago that I booked this cruise that I can't remember when it was. We had booked a cruise on a previous sailing and then had to change it . Anyway in the year or so since then we have had no official notification from celebrity, I contacted Affinion on a few occasions as I had no paperwork and was assured that as soon as anything came through it would be forwarded on.
Today I phoned the travel company concerned that we had still heard nothing and knowing that flights etc would now be finalised asked them to chase it up. It transpires that because we had changed the cruise the normal process was not followed.
The long and the short is that I feel we have been well and truly stitched up. As this was booked as a package I expected it to include a pre cruise hotel only to find we are being flown out the day of the cruise so to my mind that would be about £400 you are saving on our booking. Also our return flight is after midnight the following day so the information we were given was we would have a day hotel until 2000 hrs and then picked up and taken to the airport as part of the package. It actually transpires that we are going to be in a beautiful city for ten hours or more and all we will see is an airport hotel.
On a previous cruise with celebrity which finished in Singapore with a late night flight we were in a central hotel which allowed us to explore the city not dumped in an airport hotel with nothing in close proximity for twelve hours or so.
This is not the standard that we have came to expect from your company and have to say I'm extremely disappointed. Since starting our cruising experience we have always travelled with celebrity or your sister company Royal Caribbean and have came to expect a a high standard and sorry but on this occasion it is falling very short.
Kind regards
Elaine Harmon

For the last 2 + years we have not cruised on Celebrity, before 2017 we cruised Celebrity almost exclusively, owned stock in RCI and even had a Celebrity credit card. We thoroughtly enjoyed their suite and aqua class amenities and services. All of that loyalty seemed to go one way: me to them. All of that changed because of a very rude and smart alecky remark made to me by the women running the blackjack tournament in the Eclipse casino. Basically, she called the tournament 'over' when there was another round to go. I brought that fact to her attention, her response was basically that I have no say so on when she decides to end the tournament. She walked off and I said 'whoa miss, I'm not finished'. She said "don't whoa me, I'm not a horse". I pointed to her hand written sign that clearly stated that 5 rounds would be played. Basically, she said get over it that she makes the rules and could change the rules. I asked her if she talked to every customer with that tone of voice, she repeated her smart aleck response and added a '[censored] off' to her remark. I left it at that and went directly to guest relations, who called a gentleman by the name of Kevin, I told the story to Kevin and he politely apologized for her behavior and said he would 'check the video'. I did not hear back from Kevin. Two days later, I tracked 'Kevin' down, said he saw the video but not the audio. He agreed that she looked 'upset' and apologized for her. I told him that I want the apology from her, not him, along with an explanation why she thought she had license to talk to me in such an agressive and rude manner. I did not get an apology. Obviously that employee was more important than me, the customer.

Since that time I want Celebrity Cruises to know, that young lady (and Kevin's lack of management protocol) have cost Celebrity a boatload of money. In the last 2+ years we have gone on 2 Oceania, a Norwegian, a Viking and a Crystal cruise, totaling well over $40, 000, in addition we have convinced our traveling companions (9 couples total) to try Oceania instead of Azamara or Celebrity. In October we will be going on a 12 day mediterranean cruise on Oceania (Monte Carlo to Athens) with several other couples ... suite fare is about $14K per couple. Celebrity has just about the same itinerary, I might add. All in all, I would say that I have diverted over $400, 000 in cruise fares that would have gone to Celebrity or Azamara.

In conclusion, there are a ot of choices for cruises, don't get in the habit of accepting sub-standard service because you don't have to. If you want to make your point, take your money to another cruise line. To this day I have never had any communication wtih CC customer service, even though I completed a guest complaint form. At my company, a customer compaint was super important because keeping a paying customer is a lot cheaper than finding new ones, plus unhappy customers tell their friends.

Date: 12 May 2019

Celebrity Cruises, Inc.
1050 Caribbean Way
Miami, Florida United States - 33132

Subject: Potential for Improvement

Dear Celebrity Cruise Representative:

This letter is written with regard to the operation of your drink packages while aboard the Celebrity Reflection transAtlantic cruise from 22 April 2019 - 6 May 2019

My background.

Male, 75 years old, 4- year Bachelors degree with a major in Finance and minor in Science, Masters in Business Administration, Retired Army Officer with 5 campaign ribbons and 3 bronze stars, comptroller for a world-wide organization, budget and program officer for the Assistant Chief of Staff for Intelligence of the United States Army, retired from the Federal Government wherein I administered one of the five major intelligence programs of the United States, consultant to the major intelligence programs, private business owner and operator of a vineyard. I am not an expert in business nor am I an expert in wine and spirits, but more knowledgeable in both areas than most people. I do not normally write letters. I have sailed for some years; I worked as a merchant mariner on an ore carrier on the Great Lakes to pay for my college education; I have been a passenger on many Celebrity, Holland America, Norwegian, Costa, and Viking Ocean cruise liners. I rank Celebrity as one of the better large cruise lines. Meals are better than most, room service is top notch, promotional benefits competitive, cleanliness superb, entertainment very good.

Obviously, one of Celebrity's major motivators is profit and satisfying investors and does so by effective operations and providing value for service to its patrons. However, I submit that Celebrity has lost its way in its drinks administration on the high seas. The current operation is not simple, transparent, or satisfying to the knowledgeable customer. Trite phrases come to mind regarding Celebrity's administration: "Bait and switch, nickle diming." Words that describe the situation are obfuscation, confusion, burdensome, misleading, lack of information, and demeaning to staff. Up front, I state that Viking Ocean does it much better in the customer satisfaction arena. Tell me what it is, tell me what the cost is, provide what you have committed to and I have paid for. The Celebrity 3-package option cost calculation (of which I will only use two) is a telling example. I had a non-agreement cost conversation with a fellow passenger, a retired high school math teacher. We could not agree on how Celebrity had derived our charges. The $59 and $69 per person per day are anything but $59 or $69 per day. Calculations can be performed in more than one way: one can start with the daily
rate times days:

$59x14=$826 $69x14=$966
Plus the 20% gratuity;

1.20x826=$991.20 $1.20x$966=$1159.20

and then 40% off or pay 60%;

.6x$991.20=$594.72 .6x$1159.20=$695.52

or, if by day, you must divide by 14

$594.72/14=$42.48 per day $695.52/14=$49.68

but wait, there are two of us so we must multiply the 14 day total by two to get the total

$594.72 x 2 =$1189.44 $695.52 x 2 =$1391.04

Ah, any second grader with a smart phone could figure that out. Standing in a passage way without benefit of anything but fingers as you enter aboard, might be a little more difficult.

Let me ask why gratuities are added. That is just another gouge. Is that gratuity going to the the waiter or is it just more added to the price? You have complicated the process and made it impossible to understand. And then you give some amount off but only after the gratuity is added. All of this obscures what the individual is paying for drinks on a daily basis. This is a terrible business practice.

The next point I question is the break points on your pricing of spirits, wine in particular, and how you define "premium." From my brief assessment of the process, in rough terms, you price your on board wine glass price at about the same rate as you pay for a bottle (that is a $9 dollar a glass of wine on board, the cruise line buys for about $9 a bottle). At the same time, you clamp down on your wait staff to pour no more that 5 ounces per glass to obtain 5 pours of $9 per glass per bottle or $45 per bottle return on a $9 investment. That is a 500% mark-up. Your spirits mark up must be about the same except you are getting more drinks per bottle because there are fewer ounces being poured per drink. If the discriminator for premium wine is anything that costs the cruise line more that $9 per bottle and that is the break point between the $59 and $69 per day packages, your nose and pallet need some serious tuning. It would seem that you need a range of values for each break point and it should not be $9, or less, per bottle. What wines were in or out of which package was a mystery which could only be solved by looking at table literature in each lounge or by asking a wine steward or sommelier direct you to what was available within your wine package at the location which were in when the question was asked. What was already a decidedly opaque situation became the consistency of fudge.

What caused me to write this letter is what happened to me the first night aboard the Celebrity Reflection. I had just purchased a drink package for my wife and myself at $1189.44 and was on the way to dinner. After being seated for dinner, we gave the sommelier our cards and we asked for a Sauvignon Blanc. We were given a Chilean Sauvignon Blanc and it was offputting in taste to us. We asked for another if available. There was not one within our drink package. We were given another Sauvignon Blanc with a $2 a glass sur charge plus $.40 cent gratuity charge for a total of $4.80. After dinner, we went to a lounge and ordered a Drambuie. It was not within our package and we were charged an extra dollar and gratuity. I was miffed. I had just been charged $1189 for a drink package and another $7 because what I had ordered was considered Premium. Some serious research needs to be done in what is considered premium. When aboard a Viking Ocean ship, I had all the wines and spirits except those that were actually premium - some place north of $60 per bottle retail. When on the Celebrity cruise, I felt as I had been cheated from the outset and then was charged additional because I was being nickeled and dimed. Transparency - no. Simplicity - no. I don't begrudge the cruise line making money. Tell me what I am getting and tell me what it costs. Simple. We called it the KISS principle in the Army - Keep It Simple Stupid. There was no simple solution to tell me what was included in the package. The bar staff were certainly well up on what was not included in the package and there would be additional fees.

I was told by customer relations to let someone from the drinks section talk to me to resolve the problem. I feel this is a Celebrity cruise line problem and not an individual ship problem. Hopefully, you will look into your drinks pricing and administration because it needs a review and update. I offer this insight with no expectations other than enhancing the cruising experience for others who will follow me.

CF: On Line Cruises

Hello,
I have just returned home from a 10 day Honolulu to Vancouver cruise on board the Celebrity Solstice. On the 5th day into our cruise I had severely sprained my ankle on board and was taken to the medical facility. An xray was done and I was informed I had sprained my ankle pretty bad. I was given an ankle brace put in a wheelchair and told to stay in the cabin with my foot elevated with ice. That, was the extent of the next 5 days. The guest relations desk called in the mornings to ask me how I was . I told them I was still in pain and in my cabin. Outside of that I was ignored. I am home now and still unable to get around much. This injury was a result of a hidden (unseen to the eye) unprotected ledge on the walkway on Solstice deck. I rolled my ankle and fell to the the deck bruising my knee as well.
I am quite disappointed in the way this incident was handled. Our cruise was ruined as my husband had to wheel me to lunch and dinner and stay with me in the cabin. I could not go swimming, dancing, walking or wear any of my dress shoes on formal nights. Not to mention I am still in discomfort.
The Dr. and the safety officer were very kind and helpful on the day of my injury, they did their job well but customer relations is lacking.
E. Lamont
Cabin 1582
Select member.

Good afternoon:

We booked a celebrity cruise when on our last cruise on the eclipse in february, 2019. Our booking number for this new cruise to asia is show above. We were told we could move this 'entire reservation ' to another cruise prior to final payment if we found another one we preferred. We were told that the entire reservation would move with us, i.e. Category, perks, etc. We are elite on celebrity so we have cruised with celebrity numerous times. We contacted celebrity, as we found another cruise we preferred, leaving on may 20th, 2020, to change our existing reservation to this cruise on the apex. We were told that we could move our reservation, but the perks were not included with this cruise, nor was the upgrade of a room, which as elite passengers we thought we were entitled to. To make matters worse, we are canadian's so the price is a lot higher to start with. I called celebrity three times to enquire about changing our cruise and received three different answers, one giving us american dollar pricing after I said we wanted canadian pricing, then another person telling us we would be entitled to a bump up in our room, but not that we would be paying for the two amenities we were previously receiving on the original booked cruise, then lastly someone telling me we were not entitled to a bump up and we had to pay for these two amenities. I realize that nothing will be done about this by celebrity, but I felt that I had to write to you to make you aware of the problems we have encountered with celebrity. We are very unhappy with celebrity cruises right now, and are pondering whether or not we will cruise with celebrity again. I understand that we are only two passengers out of the numerous passengers that sail your ships, and losing two passengers is not a big deal for you, but I felt that we had to express our displeasure we have received at celebrity. Thank you susan jack [protected]@gmail.com

Dear customer services

I am writing to you regarding our recent cruise with your company, celebrity cruise line on the newly refurbished celebrity millennium which departed from singapore on 09/02/2019. As a group of 4 ladies we have travelled on several cruise lines, and celebrity cruise line has been by far the worst experience any of us have ever had on a cruise. We are hoping that you can offer some form of redress for the terrible journey we took on your ship.

There were several problems on the cruise ship. Specifically, our room was not cleaned or ready and had panels and shelves still waiting to be put up there was screws everywhere my mum and sister had no working toilet in their room and no electricity either. We boarded at 3pm and were still like this at 10pm
I stood on a screw which penetrated my foot making it bleed and upon reporting this at the desk was told "if you need to see the doctor it will be 500 dollars"I only asked or a plaster
2. Guest services were rude and unhelpful we had no luggage and therefore could not change clothes or freshen up or take medication
This was frustrating as due to an 8 hour time difference we could not contact anyone in england to sort the issues out.
We were told to go have a drink in one of the bars and all would be sorted and our luggage would be in our rooms when we returned.
We tried to get served at the bars but were told our classic drinks package had not been added to our cards and so were refused service and told to go to guest services
Guest services told us to pay for our drinks and claim it back when we got home - totally unnacceptable as we had a drinks package
After refusing to leave the desk until it was sorted an officer who I believe was in charge of the bars then began to raise his voice to my 70 year old mum in front of staff and other members of the public, mum got so upset she cried and felt intimidated he called us liars saying prove you have a drinks package which we could not due as the paperwork was in my suitcase which was floating around the ship somewhere.
We should not have been made to try prove this surely it is on the computer system you have!
This officer then took our cards and put a sticker on them saying if we were lying he was personnally going to charge us!
Upon returning to our rooms later that day shattered after the long day we still had no luggage no towels and no electricity in the rooms and a blocked toilet still!
Guest services again assured us they would sort this out and we finally got our luggage at 10pm all except one of our party who didn't get her suitcase until the following day after chasing this up with guest services on numerous occasions she was told her iron had been confiscated and this was the hold up? We were not told she couldn't fetch her iron!

Shore ventures were also problematic on your cruise line. The tendres taking passengers to the shore were repeatedly late, which meant that we did not get to spend as much time on shore as the brochures claimed. Indeed we had to cancel one trip as we had waited all morning to go and were told at 11.30 would be another hour at least! We should have been ashore and on our trip at 10 am as shore visits were the main draw for my family, this left us very disappointed with the cruise overall.
Your cruise director steve told us we could have a refund on our trip if we went to guest services - omg - again they said we had to take this up with steve or the cruise service at home as wasn't their issue! Finally a girl from the trip booking desk sorted this out for us.

Most cruise ships, as you know, include a bottle of water in your room. Your ship charged us hidden fees we did not find out about until we left the ship. These "fine print" charges were outrageous, and included a bottle of water for $6.50 each the total extra amount we were charged was $44. Had we known about these charges, we never would have accepted these items. There was no paperwork in the room to state that the mini bar was chargeable
We were also then charged $80 each for a drinks package that we already had in place from the day we booked the cruise
We had to again argue and get very upset and distressed before we were refunded and told they had done this as a gesture of goodwill! What the hell? We had already paid.
We received no paperwork in our cabins regarding leaving the ship or meeting times or anything
Indeed we only received 3days of intinerys in our room we had to keep asking for them at the front desk to actually find out what was going on on the ship.

Upon finally leaving the ship after having to ask various crew members where we disembark we finally found our own way off and going on to our hotel stay in hong kong again we were excited and indeed the hotel was exceptional as were the staff there but on the day we checked out to come home we had issues as only one taxi transfer had been booked for 2 of us so again after many raised voices and upset we managed to get this rectified and finally got to the airport on time for our flights home.

We were expecting great things from celebrity as we travel quite a lot with royal caribbean and were assured this was a step up from them. How wrong! 3 full days of stress and upset wrong!

We request that you look into this situation immediately. We believe that in the very least compensation for the upset and distress we suffered as 4 ladies travelling with what we believed was the best cruise company. We had saved and worked hard for this cruise and feel we were let down and feel cheated, we book a cruise every year sometimes 2 per year and are very upset to have had so many issues on this cruise.
I will happily speak to yourselves if you need further information on [protected] I am prepared to seek legal counsel regarding these charges and the upset we suffered. We look forward to hearing your response
. I will also be posting on social media every week until I receive some sort of refund for the days lost out on my holiday doing your job trying to sort out.

After posting this on messanger site we were sent a 200 dollar voucher each to book with yourselves again? What the hell good is this to us? Our other issues have still to be addressed
Absolutly disgusting and we will be taking this further and writing to your ceo and also to royal carribean headquarters to let them know how bad the service was and the response we received whis is appauling

Sincerely,

Mrs l hannam
Mrs d hannam
Mrs l blyth
Mrs j jordan

See reply from celebrity enclosed

Dear mrs hannam

Thank you for your letter about recent cruise onboard celebrity millennium, =
And for your patience while I looked into it for you. First of all please =
Let me apologise for how long it has taken us to come back to you.

I was sorry to read of the concerns you had onboard with your rooms not bei=
Ng ready for your arrival and for any upset this may have caused.

I was concerned to read of the issues you faced with your drinks packages. =
I can see that these absolutely were listed on your bookings and if for any=
Reason they had dropped off the team onboard would generally e-mail or cal=
L us for assistance.

We pride ourselves on the levels of service we offer to our guests, and we =
Expect all of our staff to do their best to resolve any problems quickly, e=
Fficiently and courteously. I am very sorry this was not your experience, a=
Nd I have passed everything you have told me to the hotel director onboard =
To make sure this is addressed.

I am concerned that you didn=92t have a list of mini bar charges in your ro=
Om. All the drinks provided in your room come an additional cost as not eve=
Ryone will have a drinks package. These are charged at the same cost as the=
Y would be from the bar onboard.

I would be happy to reimburse you the $44 usd. I do however require the ful=
L credit/debit card number and expiry date, in order to set this up. Please=
Call me at your earliest convenience on 01932 834127 our phone lines are o=
Pen monday to friday 10am-4pm for security please do not send card informat=
Ion by e-mail.

I have also enclosed future cruise certificates for =a3200 per person as a =
Goodwill gesture to say sorry for the problems you had. There are some guid=
Elines on how to redeem them and these are printed on the front of the cert=
Ificates. Although they can=92t be exchanged for cash, you do have two year=
S to use them.

Thank you again for getting in touch about this, we really appreciate you t=
Aking the time to do it. It=92s only by hearing what you have to tell us th=
At we can work harder to maintain the high standards you expect from us. I =
Do hope we have the opportunity to welcome you on board again in the future=
.

Yours sincerely

Samantha rogan
Customer relations executive
Celebrity cruises
01932 834 127
Customerrelationsuk@celebritycruises.com

Hi,

I am writing to you regarding my recent cruise with your company, Celebrity Cruise Line, which departed from Shanghai on 30th March. I have travelled several times with Celebrity Cruise Line but unfortunately this has been by far the worst experience I have ever had. I am hoping that you can offer some form of redress for the terrible experience my family and I have had.

There were several problems that I had before after and on the cruise ship:

Firstly, in Shanghai the driver for the minivan arrived at my Hotel Le Royal Meridian at 11.30am. However when I explained that I wasnt allowed to board the ship till after 4.30pm. I was made aware that I either left with driver or would have to find my own transport to the ship. I explained that I had an elderly mother with me that cant walk much (requires wheelchair access) so what would I do for 4 to 5 hours with heavy luggage at the port. Unfortunately he wasnt interested nor was the company that sent him and instead said I had 20mins to get on to van or he would leave. As you can see this was extremely distressing for my family and I.

We processed with the driver and got to the port and waited to board the ship at the appropriate time.

Once on the ship we booked several shore excursions, I was made aware that food would be provided by yourselves so I made the colleagues aware that we had dietary requirements which I was told would not be a problem.

However on the all the excursions this was a major problem as neither my mother nor me could eat the reason for this was either that the tour guide didnt check our requirements or that the resturant assumed that we could eat fish or egg which I didnt inform the colleague when booking the trip of this and was told that there would be no issue. However on several occasions this was the issue.

This issue was compounded further when both my partner mr nick singh and my mother were taken ill and both had to be isolated so they missed the main highlights of our trip on the ship.

But due to the fact that both myself and my mother couldnt eat properly on our shore excursions we both were told by the doctor on board the ship that could increase the likelyhood of us both becoming extremely ill again. I was aware that I couldnt take food off the ship so all I could do is purchase snacks like crisps or chocolate in stores if and when and where I could so we could eat something.

Obviously this was very frustrating experience for both of us.

I explained the situation to the shore excursions team and I was told that they would try and resolve the situation and was advised that I would need to speak to concierge firstly.

I then spoke to Ian in the concierge team and was told that his manager would come and discuss my situation with me when his shift starts after 4.30. Unfortunately this didnt happen and the next day I went back to the desk and was told to explain the whole situation again and in frustration I did so and was told that someone would look into this and come back to me.

A few days later I had a message on my room phone stating that I would receive a letter with my complaint referenece that I would need to speak to head office.

I wait for this letter for 2 days and because I didnt receive it. I again spoke to concierge and they confirmed that I would receive the letter two days before I depart the ship but was told that the colleague would come and discuss with me so I knew the process. Again this didnt happen but when I did see the colleagues around the ship he assured me he would come and speak to me. Again this didnt happen so on the penultimate day of my cruise I again went to the concierge team and was told concierged was now closed till the new passangers arrive on the ship but I would get a letter tomorrow before I depart as the colleague would print it off and have it ready to colleact any time after 7.00am.

However again this was not the case as when I arrived there was no concierge service available and no letter for me to pick up after waiting 20mins. I approached a colleague and was asked to explain everything again and told that someone was print a letter for me now. Again I waited worried that i would miss my disembarkment time but again after waiting 20mins I was given the letter I requested which meant I only had 25 mins to disembark.

Finally I thought I would enjoy my last destination before going home but again when I asked at the hotel Dorsett in Wanchai when I would be picked up the next day to travel to the airport again I was given no information and instead told that if they arrived early before 21:00 (my flight was 01.10 on monday 15) then I would have to pay to make my own way to the airport as there was no way for the hotel to know when I would be picked up and as nothing was sent to myself confirming the company details.

As you can see from the detailed complaint above I have receieved an extremely poor service from your company which has ruined a very luxurious getway that my family had planned for over 2 years. I am extremely dissappointed at the service I received and expect alot better from a company like celebrity cruises.

I request that you remedy this situation immediately. You can refund them directly to my credit card, or you can contact me on my mobile number on [protected] or email me in [protected]@gmail.com to discuss alternatives. I look forward to hearing your response.

Sincerely,

There are several of us (last year 23 people) who attended college together and cruise with Celebrity every year. This year we requested 10 cabins, yes, 10 cabins on the February 15, 2020 cruise on the Equinox. We had already placed $200 in the Celebrity system while on this year's cruise on the Edge.

We converted our $200 to the Equinox and the aforementioned 2/15/20 cruise. Now we are being told the price already agreed to has increased from $3652/cabin to $4018 per cabin; plus, the deposit required now is $500!

We are long term customers of Celebrity. We generally book a minimum of 6-8 cabins and last year 11 cabins, four of which were suites. This is in no way the way to treat loyal, long term customers and it is my intention to persuade the group to leave the non-customer oriented Celebrity Cruise line.