Celebrity Cruises
View company profile →
Disappointment with Celebrity Cruises Infinity
First time in Celebrity Cruises and likely the last. My issues began upon entering my assigned stateroom. The room had a strong odour of mildew, loose tiles on the shower floor, mouldy shower curtains, and stains on the ceiling. I immediately reported this to the customer relations department. Throughout this situation, I was visited by four different managers, all of whom offered little more than to "wait" while they searched for a different room. They even suggested sending maintenance personnel to make repairs while I was still occupying the room, a solution that was clearly inadequate given the time required for such repairs to be completed properly. Eventually, I was offered a replacement room on a lower deck, which was not the category I had originally paid for. This room also had issues, including mould and loose tiles. While the shower curtain was eventually replaced, the promised repairs to the tiles on the final day of the trip were a mess, leaving grout everywhere. I requested some form of compensation for these inconveniences and was offered a bridge tour, which I declined. I suggested alternative forms of compensation, such as complimentary drinks or Wi-Fi, but these were denied. I am incredibly disappointed with the overall experience. The state of my stateroom, the lack of adequate solutions, and the refusal to offer reasonable compensation have left me feeling frustrated and dissatisfied. I have photos documenting the issues I encountered and am happy to provide them if needed. I would appreciate a prompt response and a discussion of how Celebrity Cruises intends to address this situation.