Celebrity Cruises
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I am beyond appalled at the customer…
I am beyond appalled at the customer service we have received from Celebrity cruises to date. I even attempted to leave this review on their own website, but even that was extraordinarily difficult! We are a family of seasoned cruisers and rather than use an agent, we decided to book our trip directly through Celebrity Cruises this time, huge mistake!! I originally booked two verandah rooms for our family of 5 and provided all of our details, together with my credit card info. I was assured all was well and I’d receive a confirmation email a few days later. A week or two pass and nothing, not even a debit from my cc. I ring back, bear in mind that their 1800 number from Australia only connects 50% of the time, and when it does there’s usually a 10-20 minute wait. I ask what’s going on, only to be told there was a problem with their merchant facilities and they were unable to process the payment. No email, no call, nothing. They allegedly tried a few days later, and although there was no problem with my card, the deposit still couldn’t go thru. The salesman apologised and thankfully could still see the rooms we had originally requested. Promised and assured us the payment would go thru this time and our rooms would be reserved, no problems, except that we still hadn’t booked the flights/ accommodation necessary to attend the cruise. Thankfully, a couple of days later we saw a $2000 payment taken from my cc by Celebrity Cruises, but still no email or written confirmation. We patiently wait another week or so, assuming our rooms are confirmed by the deposit we paid, before calling back a third time to see what was going on. Another two hours on the phone trying to speak with a line supervisor, as yet again, there was another problem with our booking. To date, still haven’t spoken with a supervisor, our rooms have still not been confirmed, looks like we’ve been potentially downgraded to ocean view rooms on two separate decks of the ship and the price has gone up!!!! Still no written confirmation, no apologies and just an unbelievable way to try and run a business. Disappointed beyond belief is an understatement 😥