Celebrity Cruises review: Sewer smell and huge hole in cabin

This is an email I sent to the Celebrity Executives and still zero response. I also wrote an email to the company while on the ship and no one ever contacted me even though I went and asked for the Hotel Director Rodrigo on 8 separate occasions within 5-day period and never responded until I finally confronted him with my issue in one of the ports. I even recorded him, and he still denied that he ever offered us a free tour so that we can be away for 8-10 hours away from our room so that they can fix the huge hole on the cabin floor along with the crap smell that we endured for 5 days. Below are the email executives received and zero Response.

It saddens me to be writing this email as a frequent cruiser with Celebrity; I really have enjoyed the previous cruises. Although I had somewhat of a bad experience almost 3 years ago, I changed to international cruising and started going on Princess cruises. After being on their ships 4 times during those almost 3 years, I decided to give Celebrity another try and booked my trip (see attached). I have attached a letter sent to Celebrity “while on the cruise” and got zero response, finally the cabin steward said he would call his Hotel Manager that knew about the issue from the previous cruise. The Manager who was personally informed of the crap smell as well as the hole on the floor and the heater being on so hot that it kept us up all night, said he would take care of it and that night after our return everything was the same. I went to guest services and asked to speak to the Hotel Director Rodrigo I was told he would be called. This went on for 4 full days and nights of me requesting for Rodrigo and he never came or called. I finally approached him while he was on shore on the 4th day and he had no choice at that time to talk to me. (I have attached the email I sent that explains everything.) During that conversation as we both walked to our cabin, I explained the crap smell that came from the bathroom sewer that I had experienced the last 4 days, the big hole on the floor that my wife hurt her ankle on as well as the heating. While in the room Rodrigo (on a recorded conversation) asked us if we were taking a tour the next day, I told him we don’t take tours as witnessed by our ship expenses and he said if we mind taking the long tour the next day since the repair will take at least 8 to 10 hours to repair that because of everything that needed to be done we could not be in the room during that time, and that he would reimburse us for it. The tour for 2 was over $500 but we did it just because he needed us out of the room, this was a 12-hour tour. Upon my return the floor was done and the heater still was not fixed. He called someone that replaced the thermostat and that fixed the problem.

Please see the attached email to see how Rodrigo tried to resolve our 5 days of misery and a $500 tour we didn’t want to take. Finally, after we arrived in Tokyo, I sent another email after email and after 1 week of being home which was April 1st because we spent another 7 days n Japan, I get a call from Jessica after a lengthy conversation she was unaware that my luggage had been damaged and that there was a damage report issue by your company upon our departure from the cruise port. I told her the bag was about $200 and that I had some Japanese dished in there that were going to be shipped back home once we got to the hotel that were damaged and those were at a cost of $65. I emailed her a copy of the report and as you can see and she said she would call back the next day, I never heard from her so I sent another email and left a message for her. She finally called back on the third day and offered us $260 for the bag and item and she wanted the credit card to return it to, I told her I was driving and would call her back, she also said during that call said she will be issuing $440 for my wife and I as credit for another cruise (which I don’t need since I get free cruises from the casino) this was not the case on this one since it was a last minute cruise, but that would be for the 5 days of the Issues we had in the room and an additional $130 per person for the cruise. I told her the $440 is fine but the $130 was not acceptable being that Rodrigo had said he would pay for it. Once again, she said she will call me back as she will need to find out from Rodrigo what transpired. After 3 days I never heard back again from Jessica and again I sent an email and called her, she did call and said that Rodrigo denied the fact that he said that (overthought it was recorded) and that she would need to only issue the $440 she had offered and that not even the $130 would be issued. I told her I would be writing to corporate management as well as Investigate what agencies I can file a complaint with including the health department she said fine and hung up.

I have been trying to contact her again as you can see by the emails and she has completely ignored me. I am copying a couple of local news station that are willing to do a story on what transpired and show on our Texas news. They have been copied n this, but I would like to make a last attempt at getting this resolved including my bag and Items damaged.

Jessica is apparently following the new Celebrity model of ignore and they will go away, but I can’t do that. As much as I enjoyed this cruise line, I can see a huge deterioration of the type of employees hired as well as shows etc. This used to be a high-end cruise line that really cared about their customers specially repeating customers but the employees being hired with a could care less attitude like Rodrigo and Jessica is what is giving this cruise line the low reviews as of lately.