Celebrity Cruises Reviews

Worst customer service ever, 50 minutes on hold and still not resolved the issue! Will NEVER book with them again

Went to Australia in Feb/March 2023, with celebrity cruise through our local travel agent, everyone was lovely as we boarded ship in Sydney, Cabin was dated,curtains shabby other facilities not bad, but not 5 star as advertised, no proper entertainment space everything took place in atrium, dancing music, and they weren't great. Theatre where shows took place was nice entertainment was not great. Restaurants were OK food was definitely not 5 star or 4 star. Staff in Restaurants were nice but felt they were always pushing to sell specialty dinning and got quite annoying. I've been on other cruise ships and had better service . Bar in atrium always running out of drinks and would try to get you to have something else rather than get stock in. I did raise this with bar manager but only improved for a day . Wouldn't use them again

As a single person, if you're looking to purchase I recommend a different cruise line. I would just recommend a different cruise line regardless. Celebrity will take advantage of you and charge just as much for a single person as they do for 2. I knew that when I purchased, but I found out about a sale and asked if I could change my room to a two person room because I could potentially pay hundreds up to a $1000 less. They would not honor this because the sale was only for "new" purchases. I recommend not purchasing from a company that only pays lip service to caring about customers. While I understand they are a business and a single person can lose them money, paying just as much for two people and then refusing to adjust prices during a sale when they have plenty of rooms left is manipulative, disingenuous and shows how little they actually value their customers. If Celebrity wishes to respond to this, please don't make excuses about your policy, you can make decisions that help your customers and you chose not to after I was on hold for over two hours. (3.5 actually because my first call dropped.) I would have paid for two people. Now I'm stuck with my overpriced room and frustration, though I'll still have a good time. I just recommend no one use this cruise line or purchase during a sale so you get a decent rate because they won't honor anything to make your experience better. I know other lines may be worse, and I want to deal with a company that has integrity and their practices with single rooms and sales are not done with integrity.

Celebrity Cruises is refusing to refund a $900 Reservation Deposit for a cruise 11 months away. It’s refunding a $500 Reservation Deposit ---yet to be received-- for a cruise 7 months away. Both Reservations were made late March early April 2023. May 21 we cancelled both reservations due to misleading information and non-disclosure; and my wife and I (I’m on the cusp of 80 years old) can’t afford risking roughly $9,000 for these cruises. Misleading information/Non Disclosure: We were told BOTH cruises required $500 Reservation Deposits; there was no mention of No Refundable Deposits. However we discovered a $900 charge for the later departure had been made to our credit card. And when we cancelled BOTH cruises the agent told us that Celebrity was not going to refund the $900 because "this one wasn’t refundable"! Not only is this bad business practice but makes no sense at all. Each cruise is about $4,500.7 and 11 months away respectively: CELEBRITY REFLECTION Caribbean. DEC 29 8DAYS. $ 4442. CELEBRITY INFINITY Med/East. APRIL 15 11DAYS. $4120. We emailed the CEO of AVOYA, the Avoya Rep and Celebrity. The CEO - cavalierly replied:"Thanks for your message. I'm currently on another amazing global adventure with little to no internet access.”. The Avoya Rep apologized but said: "I have been in contact with Celebrity Cruise Supervisors and Resolution Dept to try and get them to waive the no refundable depot on cruise 4959295 and so far I have had no success”. There has been NO reply from Celebrity. We also pointed out: It is crucial for a business to ensure that the non-refundable deposit that they charge in these circumstances is reasonable and proportionate with reference to protecting their legitimate business interests and is not excessive or used as a ‘penalty’ against a customer or client.

Do not use. We booked a cruise in Aug 22 to sail on the edge due tomorrow, 27th May 23. Shocking customer service as flight changed 2 days before meaning no time transfer. We We only advised of an alternative flight due 26th, by agent calling us mid day 26th to get to Manchester Airport in 3 hours time. No other flights, no empathy from cruise line. All passengers had taken leave from work, prepared for cruise both shopping and beauty treatments. All for nothing as holiday had to be cancelled. CEO must be so proud of such appalling treatment of its customers. 1st experience was definitely not one to be proud of.

BE AWARE !!! The cruise was very enjoyable my first. The problem is that they give you two cards to use around the ship when you use the bars shops etc. but they do not tell you they are separate accounts and only one has your credit on, so if you spend on the second card it does not come off your credit, so if like us you spend on the "wrong" card you end up with a bill on one card and losing the credit on the other, Its a good way to anger your customers.

This pains me to give such a low rating, as I have cruised with Celebrity, and it was great. This time we booked a mini cruise as my friend has book with CC later this year on a long cruise but was apprehensive, so I suggested a mini cruise to get a good taste of what to expect. The issues with booking the extras and getting clarity on what we have booked has been nothing but painful. We have a booking for day one for lunch and yet we can not get booked for the wellness check until after, so won’t be able to board! I have called, emailed, and even sent to the CEO, on the numerous issues, not even a response in over a week. When I called I basically got told nothing we can do. So now we must turn up early and hope we can board! Seeing the ratings here the service clearly has gone way down. Complaint - RE: Our Booking - 5228685 JONES and 6448778 LING - CC NUMBER 371980132

Havde købt og betalt 12 nætters cruise med 3 perks, drikkepakke, WiFi og 150$ on board pr person Dette cruise blev desværre også aflyst pga covid19 ( nr. 2 cruise) Fik på skrift at vores 3 perks selvfølgelig ville være gyldig til vores næste cruise, som vi først nu har kunne bestille, da USA først nu har åbnet op for alle turister. Men nu gælder de 3 perks sjovt nok ikke. I stedet for kunne de kun tilbyde den samme rejse, men til den dobbelte pris af hvad vi havde betalt inden covid19. Jeg oplyste jeg havde de 3 perks på skrift og blev lovet at de ville vende tilbage. Jeg hørte intet og kontaktede dem igen og fik beskeden at de 3 perks kunne vi ikke få, da der var gået over 1 år. Har ellers været på mange cruise med Royal Caribbean og med Celebrity Cruise før, det gør vi så ikke mere. Mage til snyd og misligholdelse af aftaler skal man da lede længe efter. Kommer aldrig til at rejse med dem igen

I honestly couldn’t rave about our cruise last year on the new ship Celebrity Beyond. We have actually booked again to sail the Greek islands on the Beyond again. The staff were (beyond) helpful and friendly, so much so we are hoping many of the same staff are on our cruise this time. The food in the four main dining restaurants was fantastic and the sommeliers were top tier at matching food. Nothing was too much trouble and if you didn’t like something you could easily have it switched for something else. The shows were fantastic and mostly entertaining (there were a few that weren’t to our taste but that’s personal choice really). The only issue we had was the tours weren’t great value for money in our opinion. I feel they are designed for an older audience (we are in our late twenties so like to do more independent touring). Madre from the Reservations team helped us finalise our booking for this year and she could not have been more helpful at helping us arrange transfers and our luggage.

This review is for their website. It sucks. It just sells you things. You can't actually check your reservation. There is NO way to see the restaurant reservations you've made (literally none), no way to check your airport transfers -- nowhere. A Carnival rep (phillippines or similar) tells you to download the app if you want to see the actual itinerary of excursions, transfers and restaurant reservations you've made. We're lucky - we're phone literate. What about their key demographic? 60-90 year olds? Those folks aren't all going to be able to use the app. Stooopid stoooopid planning. Don't bother trying to see what you've purchased on their website. It's app or nothing and that is exactly what we were told. Likely because it's harder to print from your phone to a printer. Also, you can't book anything w/o calling their 844 number. We were never allowed/able to book our own excursions and restaurant bookings. We had to call.. and yes, we were using google chrome, just like they said we had to do.

This was our 1st cruise since the pandemic. Prior to Covid, we cruises 2 or more times a year, but this was our first cruise on Celebrity. On Day one, we were greeted with racism. When we reported the first incident, we were showered with apologies (acknowledgement), free services and told that Celebrity Summit provided its staff with bias training and that the cruise ship had not had a racist incident in over twenty years (Mr. Sotosh)! We continued to experience sub par services from individuals who did not consider our Black skin worthy of excellent services. One incident after the other proved we had to endure a ten day 27th wedding anniversary on a cruise where our money was as green as the next person, yet we were treated as less (Josiah blew his nose and then attempted to serve me a burger), even at times ignored. Thankfully we did find solace in communing with the black staff, who helped us endure a ten day cruise. I’m saying NO to Celebrity!

We cruised on the Apex the third week of April 2023. The food was a 5 out of 10 in the main 4 dining rooms. We ate at Fine Cut Steakhouse one night and it was good but nothing to jump up and down about for the money we spent. We each got a side of béarnaise that was just so so. Knorr béarnaise from the packet is better. It was extremely hard to understand many of the employees. Since Celebrity is supposed to be the more elegant choice of the Royal Caribbean family we expected to be really wowed. The ship was very dark. There wasn't a whole lot to do. They didn't even have bingo - what's up with that!!!! as most of the passengers were senior citizens. It was like an extremely watered down version of all the other cruise lines. The virtual balconies were not great. When you open the top window to create your balcony the hot air floods into the cabin and so we kept ours up most all the time. Unless you're fond of sweating you will probably do what we did and keep it closed and end up with a big window instead. We had good time despite our disappointment in several areas so will be returning to Royal Caribbean in the future.

I was on Celebrity Infinity. I found two things terribly disturbing. The first thing is their dishonesty. No one checked our vaccination status upon boarding the ship. One of my friends never got vaccinated. She tried to take the high road and do a Covid test prior to boarding, but a crew member dishonestly changed her status to vaccinated. They claimed yes that the thousands of people on the ship were all vaccinated which is statistically unlikely. And how would they know anyhow if they never checked? In the dining area, I witnessed a woman coughing right at the drink dispenser, and multiple people were handling serving utensils when we should have been served by crew. I have worked in a hospital setting for years and never came down with Covid until this trip. I lost six days of a 12 day cruise and the only reimbursement I got was $249. The only way they would have offered me $900 is if I took a credit for another cruise. Shame on Celebrity Cruises.

My family and I sailed on the Celebrity Edge around the Mediterranean. It was our first cruise and to be honest will be our last one. My daughter had just turned 18 and was enjoying going to the nightclub onboard the Edge when one night she was approached by a couple and her drink was spiked. She was then taken up to their room and sexually assaulted. On reporting this to the ships security they failed to arrange for my daughter to be drugs tested and didn’t even file a report. There were people onboard that witnessed this couple acting strange around young girls and there were complaints made about them, however this couple were still allowed to wander around the ship. Whilst I know this type of thing can happen anywhere I would have thought my daughter would have been safe on a cruise ship. This was a truly traumatic experience, not just because what had happened but because Celebrity failed to act in a professional and caring manner.

My wife and I sailed on the Celebrity Eclipse from Sydney to / around New Zealand in late Mar - early Apr ‘23. Our cabin was well prepared and, like the rest of the ship, spotlessly clean (as it remained throughout the cruise). The quality of service provided by our concierge and the catering staff was superb at all times and the activities and entertainments were well organised and enjoyable. We chose Celebrity on the recommendation of friends who sail with them regularly and keep returning because of their consistently positive experiences with the company. We chatted with many - mostly Australian - fellow passengers on our cruise who, for the same reasons, are also serial Celebrity cruisers. Incidentally, we were regularly asked whether we had any specific dietary needs and I tried various vegetarian dishes which I found as tasty and enjoyable to eat as the non-vegetarian food. Even more plant-based options would be welcome though.

My husband and I just completed a 10 day cruise to the Caribbean on the Silhouette. Beautiful ship with excellent customer service in all the bars and restaurants. I only have 2 complaints. We love Aquaclass mostly because of Blu but I am very disappointed that celebrity has discontinued including Premium drinks and upgraded Wi-Fi with Aquaclass reservations. Also we love Tortola because of the access to Jost Van Dyke and there are very few options that include Tortola. San Juan And Dominican Republic are a waste of time and included in too many cruises. Other than those 2 issues Celebrity is by far our favorite cruise line.

The people we met Food Entertainment the life long friends we made but special mentions to some of the outstanding crew on board we loved Chin and his crew of barmen at the Mast Bar gave us so many laughs and outstanding service also Mahendra in the Qasar Bar lovely guy and outstanding service and who could forget the prompt and outstanding service from Randy on the Casino floor and Sports bar and to Olivia our cabin steward always smiling always a warm greeting on level 7 room 7172 ship should have awards for these people for there outstanding work can not wait to sail with them again

Give them a big miss if you are gluten intolerant. Promise bread and rolls etc. If you wearing hearing aids and do not like loud music give them a big miss. Do not dare to open your mouth to ask them to turn it down as you will be taken away and accused of abusing staff and told to stay in your room. When you ask to see the footage of the abuse, Bianca incharge of customer relations has not seen it and cannot produce it.

booked a cruise in October and prepaid for several shore excursions, then I received email on January 2 notifying me that, to my surprise, the excursions had been cancelled in addition to my cruise and accompanying flight reservations. I immediately called Celebrity to inquire about this and sat on hold for over 3 hours, including at one point getting disconnected from an agent with no call back (they had my Booking #/phone number). I was informed they were short staffed, causing long delays. Finally, the agent I first contacted told me she did not know why my booking was cancelled and began the process of re-booking. However, she indicated there would be price increases, which was not acceptable to me. Eventually I convinced her that I needed to speak to a supervisor who would be able to satisfactorily solve the situation. I was connected with Yas, who told me that the cruise had been cancelled due to an address change, that their computer system sometimes inadvertently did. I asked what new address was provided and verified that it is my existing address that has not changed in over 10 years. Fortunately, Yas was astute enough to solve the situation by rebooking all but one shore excursion that had been sold out, rebook our flights, cover the increased pricing of all, and offer $200 shipboard credit. He said my October shore excursion payments would be refunded so I needed to pay for rebooked ones again. He was professional and apologetic. A month later, my online account still showed a balance due so I attempted to call Celebrity again, which took another 1.5 hours to speak to an agent. I explained my dilemma to that agent, Estela, emphasizing my frustration over the whole situation, and asked her to leave a message for Yas to call me. I never received a callback from anyone. Eventually, my online account was straightened out. In the meantime, over a course of a few weeks, I sent three emails to their customer service email address begging for assistance with this situation, but to no avail. Why in the world do you have a customer service email address if you don't respond to it??? This entire interaction with Celebrity left me frustrated, disappointed, and exasperated that I had to spend so much of my time fixing a mistake that was caused by Celebrity, who did not seem to care at all. We normally cruise on Holland or Princess, but decided to spend a bit more to try Celebrity again. We will not be back on a Celebrity cruise again, nor will I recommend Celebrity to anyone. A company of their size has no excuse for insufficient staffing, untrained agents, unacceptable phone wait times, and non-responsive customer service contacts.

Was given a cruise credit and was told in writing it had no expiry date . Then received another email 3 months later saying my credit was about to expire and could not be extended . When I questioned this I was told the first email was wrong and my credit expiry could not be extended . As there were no suitable cruises within the time frame I asked for a 4 month extension to be told over and over terms and conditioned would not allow this . Very unhappy with the outcome their mistake but I am the one that misses out .