Review summary

Celebrity Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.

✨
Based on reviews, created with AI

See what reviewers are saying

전

전성기

1 out of 5 stars
Norovirus Nightmare on Celebrity Ascent — Deeply Disappointing Experience and Insulting Compensation

I joined the Celebrity Ascent in July 2025 from Barcelona for what was supposed to be a once-in-a-lifetime trip as an Asian traveler—flying 14 hours just to board the ship. It was even more special because I was celebrating my mother’s 70th birthday, a memory we hoped would last a lifetime. However, our dream cruise turned into a nightmare due to a norovirus outbreak onboard. After eating raw oysters at Raw on 5, I became severely ill with incessant vomiting and diarrhea. The worst moment was having to vomit on the tender boat in front of dozens of other passengers—an intensely humiliating experience. We both shared the same food and cabin, yet only I was forcibly quarantined in our tiny cabin for 24 hours. During this time: My mother, despite being a direct contact and eating the same oysters, was allowed to roam the ship, use the buffet, and swim in the pool. How does this make sense as a public health measure? Quarantine care was minimal: food delivery was delayed, and there was barely any communication from staff. I was forced to wash my own soiled clothes, with my mother—who was supposed to be celebrating—helping me clean after the ordeal. After disembarking in Greece, I reached out to Celebrity Cruises asking for fair compensation. Not only did they dismiss my detailed account and timeline, but the compensation offered was shockingly low—an amount that completely ignores the severity of what we went through. It doesn’t even begin to cover the ruined experience for both myself and especially my mother, whose special birthday was overshadowed by these events. Celebrity Cruises blamed outside food sources, despite all my symptoms starting right after the onboard meal. The company’s response felt like a complete disregard for our situation and the basic responsibility they owe to their guests. I’d love to hear from anyone with similar experiences, whether with norovirus outbreaks or appalling compensation responses—especially on this ship or with this brand. Has anyone successfully escalated cases like this through travel insurance or consumer protection? Any tips on getting heard, or did you face the same indifference? How did you deal with ruined milestone trips or personal events? Thank you for listening to my story. I hope Celebrity Cruises takes real responsibility, not just for me, but for all guests who deserve fair treatment—especially when a special trip turns into a disaster through no fault of their own. If you’d like suggestions for specific platforms or additional language for escalation letters, let me know!

BR

Ben Ross

5 out of 5 stars
Everything about my trip was amazing…

Everything about my trip was amazing from start to finish, incredible company with great staff

W

Wilhelm

5 out of 5 stars
Leider neuer Vertriebsweg

Bin seit über 10 Jahren hoch zufriedener Kunde von Celebrity Cruises. War immer mit den Leistungen zufrieden. Gelegentlich gab es kleinere Probleme mit der Buchung. Aber die konnte ich immer problemlos telefonisch mit dem freundlichen und kompetenten Team aus Hamburg zur vollen Zufriedenheit klären. Jetzt hat Celebrity Cruises sein backoffice nach München verlegt. Seither gibt einen ganz schrecklichen neuen Internetauftritt. Die Mitarbeiter sind auch sehr freundlich aber leider von keiner Sachkenntnis getrübt. Die kennen nicht einmal die Schiffe von Celebrity. Vom Produkt selber ganz zu schweigen. Hab das Gespräch abgebrochen und bei einer anderen Gesellschaft gebucht.

O

Ozzies

1 out of 5 stars
WAY BELOW OUR EXPECTATIONS

Aqua Class Cabin very small, dated and worn Very small wardrobe & hanging space A single one-person seater couch Cabin attendant useless and intrusive with our personal belongs No refrigerator just a cold box The air conditioning is erratic & difficult to maintain a comfortable temperature The glass on our balcony was damaged & scratched and the railing was mostly rusted Our cabin had a very noisy motor inside a door opposite our cabin which appears to be some sort of pumping station and below the swimming pool with continuous banging & thumping noise transferring into our cabin. Blu Restaurant, for Aqua class guests, there was up to 30 minutes wait for a table, a buzzer was handed to us and told to come back when it buzzed Tables are extremely close together, which results in no romance and no privacy. Blu Restaurant is sold as an “Adults Only” there were children dining in the restaurant The food in the “Blu” Restaurant was OK, nothing like the promotional advertising and mostly service near cold The food in the Buffet restaurant was ok, a good range of choices but cheap quality food, over cooked a but again never hot enough. On sea days the buffet restaurant at lunch time was like a feeding frenzy at the zoo, near impossible to get a table as this was the only restaurant open. The breakfast that can be ordered in the cabin was disgusting everything hard dry & cold. The “Adults Only” solarium is a farce, because it is a major thorough fare on the ship, there are noisy children running around whilst transiting through the solarium to other areas, difficult to get a sun lounge in the solarium The Persian Garden was just a few saunas and a barely warm bench seat The Theatre shows are sooo loud, each night we had to leave after around 20 minutes because we cannot stand the level of the “ear bashing” sound. In the Martini Bar where we enjoy the entertainment, there is a large group of young teenagers, increasing as the days go by to around 20, gathering each evening with unacceptable noisy behaviour, unpleasant for mature many cruise guests and staff make no attempt to quell this disturbing intrusive noise. The majority of Celebrity staff are belligerent and unhelpful when we ask simple questions. The shore excursions were very expensive. The guide on the ones we went on did not speak good English. On three excursions there was torrential rain most of the day. Departing the ship to the coach was a long walk, none of it undercover. We were drenched when boarding the coach therefore in wet cloths & shoes for the length of the tour. The weather restricted the visibility at the attractions and some not accessible due to area being too wet to access. Due to the weather there should have been alternatives arranged. Never again with Celebrity

Company details

Information provided by various external sources

No description available yet.

Contact info

🌐

People also looked at

1 / 3
HR

Halfords Retail

www.halfords.com

2.348 out of 5 stars

2.3 (1000)

IC

International Card Services

www.icscards.nl

4.181 out of 5 stars

4.2 (1000)

FS

Fantastic Services

www.fantasticservices.com

4.755 out of 5 stars

4.8 (1000)

EH

ENGIE Home Services

www.engie-homeservices.fr

2.597 out of 5 stars

2.6 (1000)

All reviews

518 total • Write a review

Showing 101 - 110 of 514 reviews
D
1 out of 5 stars

This cruise line is all about…making money

This cruise line is all about extracting as much money out of you as possible. There is no customer service and no scruples. We paid more than this cruise than we would have done for a lesser cruise line. However our experience with a cheaper cruise line has been much better. I would not book with these guys again.

Date of experience: August 19, 2024

UK
2 out of 5 stars

Kap Hoorn - leider mit Celebrity

Wir sind über Weihnachten/Neujahr mit der Eclipse von Chile ums Kap Hoorn nach Argentinien gereist. Allzu viele Schiffe gibt es dort nicht, so entschieden wir uns für Celebrity, obwohl sie uns auf einer anderen Reise bereits mal einen Koffer bei der Abreise zerstörten und nicht ersetzten. Noch im Hotel am frühen Morgen kam immer eine Meldung über die App, wir sollten zur Rettungsübung kommen. Um diese Zeit waren aber überhaupt noch keine neuen Gäste an Bord. Gegen Mittag war dann das Boarding ebenso chaotisch. Niemand wusste, wo er sich anstellen soll und sein Gepäck loswird. Glücklicherweise standen wir dann in direkter Nähe, als ein Schalter öffnete. So kamen wir mit dem 2. Bus auf das Schiff. Dort erfolgte eine weitere Passkontrolle, welche zu einer riesigen Schlange führte bis außerhalb des Schiffes. Wir gingen dann erst mal etwas essen, was sehr entspannt verlief, weil noch kaum jemand an Bord war. Die Speisen waren über die 2 Wochen hinweg insgesamt nur durchschnittlich und erinnerten nicht mehr an frühere Reisen. Vieles war kaum gewürzt und meistens nur lauwarm. Bei der Offiziersvorstellung entpuppte sich der Chefkoch auch mehr als Unterhalter als Spitzenkoch. Vieles gewollt, aber nicht gekonnt. Cordon-Bleu als TK-Ware mit kaum Käse, der Silvesterhummer trocken und geschmacklos etc.. Auch Beeren gab es ab dem dritten Tag bereits nicht mehr, obwohl es an Land alles zu kaufen gab. Wir hatten das teuerste Getränkepaket für 139$ am Tag/Person. Da wurden bei vielen Weinen ab dieser Kreuzfahrt einfach die Preise kräftig erhöht (z. B. von 13$ auf 19$), damit diese nicht mehr zum Paket gehören. Wir konnten ab und zu noch die alten Listen finden. Da meinte dann der Kellner, die sei noch von der vorherigen Kreuzfahrt. Besonders unverschämt war es dann, dass viele Getränke nicht an Bord waren, die zum Paket gehört hätten. Der häufigste Satz: Sorry – we don’t have it. Da zahlt man ein Haufen Geld und bekommt dann Billigwein. Die Kabinenreinigung ließ auch immer mehr zu wünschen übrig als wir mal „nur“ 10$ Trinkgeld aufs Bett legten. Vielleicht hat er 50$ erwartet? Es wurde aber ja schon ein tägliches Trinkgeld abgebucht. Der größte Ärger kam dann, als wir in Montevideo nicht anlegten. Manche Gäste wussten das schon lange, andere wurden nicht informiert – so wie wir. An der Rezeption standen hocharrogante Damen, die wohl nur zum Abwimmeln eingestellt wurden. Da wurde dann etwas gelabert von schlechtem Wetter oder gesperrten Hafen… Als wir mal den Käpt‘n trafen (die immer griechischen Kapitäne sind bei Celebrity sehr freundlich), meinte dieser, dass Montevideo niemals bei ihm auf der Route stand. Von Celebrity gab es keine Entschuldigung, keine Kompensation – nix! Statt in Montevideo stand das Schiff nun einen Tag lang im Industriehafen in Buenos Aires. Tag und Nacht hatten wir Lärm und Gestank. Selbst auf ein Schreiben unseres Anwalts reagierte Celebrity dann zuhause nicht. Wir hätten klagen müssen um vielleicht 250€ zu bekommen. Bei einer 9000€-Reise hätte ein anständiges Unternehmen einfach einen 500€-Gutschein für die nächste Kreuzfahrt geschickt. So buchten wir unsere Island-Kreuzfahrt diesen Sommer bei einer anderen Reederei und waren deutlich zufriedener. Ausflüge hatten wir übrigens keine unternommen, da diese absolut überteuert sind. Wir zahlen doch nicht für einen Halbtagsausflug über 250$. Leider finden Sie genügend dumme Leute. Vor jedem Hafen standen draußen Reiseagenturen, die die Ausflüge zu einem Bruchteil des Preises anbieten. So ist Celebrity für uns jetzt gestorben. Es war die dritte und letzte Kreuzfahrt mit diesem Unternehmen - und wir reisen 2-3x pro Jahr.

Date of experience: August 18, 2024

MM
1 out of 5 stars

Celebrity Apex

Celebrity Apex – March 20, 2024 – Western Caribbean – 7 Day Cruise Possible Improvements for the Next Cruise 1. Embarkation was an issue because we were not told to tell driver Terminal 25. If you just indicate Port Everglades Fort Lauderdale since there are many crises leaving you may not be dropped off at Celebrity. 2. Food was not great, 4 main restaurants had very similar menus and quality was not good in any one. 3. Throughout we thought Celebrity was penny pinching, like the $4.00 charge for coffee at any of the 4 main restaurants. Not a good policy. 4. We were told that there were two (2) levels of internet, this proved to be false, and we were forced to sign-on for the pricy premium. There are not two levels only one. 5. The land tours were a disaster. We booked two (2). Women's Empowerment; which was anything but, a tedious drive to what was a chocolate factory run by women. Not so, just a demonstration of how it was made 100 years ago. The other was supposed to be a tour of Cayman, a panoramic drive, we spend most of the time in two souvenir shops, and never saw what was on the itinerary. On return to the Apex the line was two blocks long, standing in the hot sun, no pleasant. 6. While the Apex is a luxury ship, there is no card room where one can relax over a game of Canasta or Bridge. 7. The best experience was the evening shows, which were excellent, except they are repeated with the same performers. 8. Our cabin steward was good beyond expectations. The treats given to Concierge Class guests are a joke, and would be better omitted. 9. Do not plan on getting an Uber on disembarking as none will be available, too many requests. A regular taxi is all that will be available and buyer beware as your trip may be extended. 10. There are many other details, not as important; but just one more that stood out was the noise level of music at the pools. It was deafening and I am sure there were those who had hearing lose by the end of the cruise.

Date of experience: August 13, 2024

ML
2 out of 5 stars

COVID and poor response...had to keep chasing it up.

Firstly can I say say I am very disappointed in the response to my emails to Celebrity Cruises (3-X2792Q9 ). Alaska cruise 23rd June to 30th June – Celebrity Solstice. My wife and I chose celebrity above all others for our Alasksa cruise as it has good reviews. Overall the experience was very good, but the following will express my concerns about the duty of care and safety that Celebrity had on our cruise. I think it was about day 3 or 4 we were in one of the lifts with some other people when we stopped at one floor and a man was wheeled into the lift by a member of staff. I recall her badge said she was from Zimbabwe. The man was addressed by another guest as 'Bob'. Bob was in a hospital gown, with a mask over his mouth,not his nose, and as stated before was in a wheelchair. He said to the people in the lift “I've got COVID, I'm in isolation and I thought I was gonna die”. At the next floor we left the lift. I reported this to a member of staff who came to unlock our very old safe which had malfunctioned. She stated she would investigate this and get back to us. This didn't happen. Just before we left the ship. Bob was in the lift again. This time in ordinary clothes but still pushed in a wheelchair. He said “They are letting me home today but if I still feel unwell I am to go to hospital”. I have the following questions, which are never answered. I am just given the usual patter and empty words. (A)I would like to know why we, and others, were put in jeopardy by taking this sick and COVID infected man into a lift full of people. (B)Why he was not kept in isolation, and (C) why I as a guest am being almost ignored with my questions. After the cruise we were visiting 2 relatives on Vancouver Island who are both receiving treatment for cancer. We were unable to do that until we had isolated for 7 days and took 3 COVID tests. We lost a week of our holiday. When we boarded the ship I under took that I was healthy, and that if I was unwell I would tell staff immediately. This is your protocol but it does not fit in with what happened. I asked why were were not given a COVID test and was told “We don't do that”. Surely the ship would like to know who has COVID, and try and stop it spreading. I did my part, but celebrity didn't seem to live up to what one would expect.

Date of experience: August 13, 2024

T

TR

US

1 out of 5 stars

We were looking forward to travelling…

We were looking forward to travelling on Celebrity for the first time. It was disappointing on many levels, where I don't know where to start, I will begin with the name I feel the crew think they are the celebrity and center of attention, service is not the greatest, food was the same basically in every restaurant, Christmas day they served burgers or a buffet only, drunk people acting badly, and people her were not intoxicated kicked out of bars, inconsistent, safety briefing was missed, we had an accident with the skipper hitting the boat, no follow up on how we felt, over charged for the cruise chased 8 months later and still waiting a refund, was offered $250 voucher for inconvenience, won't be travelling on this CruiseLine ever again.

Date of experience: August 13, 2024

GP
5 out of 5 stars

Recently sailed with Celebrity X on the…

Recently sailed with Celebrity X on the Apex to the Fjords from Southampton and it was amazing. I have sailed previously with other cruise liners but 1st time with Celebrity X and have to say I will 100% be returning to Celebrity X as the ship, dining, service by the staff, entertainment and whole experience was fantastic! Highly recommend both Celebrity X Apex and the Fjords! Thank you for a relaxing and amazing holiday you really did exceed expectations!

Date of experience: August 8, 2024

SC
1 out of 5 stars

30th Anniversary Washout In Every Aspect

I would urge cruisers to steer well clear of Celebrity Cruises in general - and the shoddy Celebrity Eclipse in particular - this was our 19th cruise First impressions We were sold a ‘luxury’ cruise, when we stepped on board The Celebrity Eclipse, our hearts sank. This ship is extremely outdated/ old fashioned with bland uninspiring décor and 1970s style carpets. Entertainment The entertainment on board is below sub-standard with cheaply commissioned/rehashed shows. It was a struggle to find music at night. What there was, was below mediocre. We’ve never been on a cruise without a piano bar. There was no atmosphere/ buzz. Food The food went downhill after day 5 with stale bread being served. We had four attempts for Steve to get a hot beef wellington. I had finished my meal an hour previously. By then we felt forced to pay for more speciality meals speciality meals Trips Celebrity were selling extortionately priced trips to see the penguins the 2nd week of April (around $700 pp) – knowing the penguins had left in February 2024. This fact is widely publicised I had tried to book a trip independently with Viator who did not have trips running at that time because there were no penguins to be seen. Other reputable operators including Get Your Guide were not operating trips either Lack of stops The paucity of stops was furthered slashed from 5 to 3 in 13 days (bad weather) There was no on-board credit/compensation was given to any passengers. To add insult to injury, the ship thought it was a ‘sweetener’ to extend its day stop in Montevideo to an overnight one. We are experienced travellers but Montevideo was the pits – filthy and very dangerous. Many passengers were mugged, there was dog dirt everywhere. Celebrity's customer service staff compared it to Malaga on their daily programme Sloppiness and unprofessionalism This was widely evident. Does anyone proof read the daily programmes? On April 19, the programme said it was Monday, April 19 when April 19 was a Friday Many officers of varying seniority were very visible walking around – none we saw taking the time to even say ‘hello’ or speak to passengers who pay their wages, and quite a few were more engrossed in chatting up Celebrity staff Constant Upselling There was exhausting, blatant upselling – daily programmes promoting ‘seminars’ for information and learning. If you attend one, the stark reality is ‘sell, sell, sell’ Library The library had no reference books – which was astonishing considering the nature of the cruise. There were no notices about book swaps and there are empty shelves Cabin Our deceptive description of a ‘de-luxe balcony’ transpired to be a bland, standard cabin – not one animal towel to help cheer up this miserable trip It came as no surprise that the experience ended as it began – the embarkation/disembarkation processes were total mayhem with lack of obvious processes to prevent this constantly happening

Date of experience: August 5, 2024

JS
1 out of 5 stars

Sorry to say but I am very disappointed…

Sorry to say but I am very disappointed with Celebrity Cruises. The worst part are the transfers. Going out was not very good but coming back from Athens in Greece was a complete nightmare. They just dumped us five hours before departure and told us to check-in. This Cruise company claims they are selling you a luxury product but they latch onto bucket and spade airline companies on either end of the travel. The worst bit was when I complained to the staff from Celebrity Cruise at the airport that they were not interested and just said they were subcontractors working on behalf of celebrity from a company called Infinity. I then got my telephone out and took photos of the staff. They got the Police on to me and took my phone and deleted the images including my family pictures on the trip! They said go ahead and try and complain now!!

Date of experience: August 5, 2024

CT
1 out of 5 stars

Very bad experience with Celebrity Infinity due to excessive tip billing without asking for our consent.

I was on a cruise in Greece From Athens to Thessaloniki and back. 7 days. I have been on a Caribbean cruise from Fort Lauderdale, USA. The difference is very big. I ordered a double room with a balcony. I received a junior sweet at no extra charge in the Caribbean. On Celebrity cruise I ordered a double room with window and got a $400 upgrade offer for a balcony room. On Caribbean cruse I was not required to tip and I rewarded those who did a good job personally, on Celebrity I got a bill for $350 for automatic tipping for staff $18/day/person $36/day (this is absolutely unacceptable) and what I drank in the restaurant was billed twice compared to what I ordered. Very bad experience, do not recommend. About tips (gratuities) I come from Denmark and here tips are not acceptable and against the law, no one explained clearly about gratuities what they mean and when we paid for the cruise we didn't expect the cost to increase so much. If I had been informed about the full cost, I probably would have chosen another company.

Date of experience: August 2, 2024

w
1 out of 5 stars

The WiFi is absolute garbage

The WiFi is absolute garbage, can’t make a simple phone call for more than 30 seconds wifi it ending. Everything else is absolutely amazing but the wifi is really just bad enough to make it a one star. If you have loved ones at home do not book.

Date of experience: August 1, 2024

Previous1•••101112•••52Next page

The CrowdTrust Experience⭐

We're open to all
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.