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.

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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

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All reviews

518 total • Write a review

Showing 191 - 200 of 514 reviews
JD
3 out of 5 stars

Recently sailed on the Beyond

Recently sailed on the Beyond, the service and crew were wonderful. However the quality of the food service has noticeably slipped.Maybe the formerCFO who is now president of Celebrity Cruises should look elsewhere to cut costs. For example, I ordered a bowl of Tuscan Shrimp soup receive a bowl of soup with one tiny shrimp cut into three pieces. Lobster tail was size of my thumb and cuts of beef in some dishes at the buffet were tough. They should also use better quality drink mixers(tonic etc) as they ruined the flavor of cocktails. The last Celebrity ship I sailed on was the Edge and food service was much better. May have to consider other options on my next cruise

Date of experience: October 29, 2023

PM
5 out of 5 stars

Are all the other reviewers nuts?

Are all the other reviewers nuts? You would be hard pushed to find service like we received on our 8 cruises taken recently. We've tried 2 other cruise lines and Celebrity are way ahead.

Date of experience: October 27, 2023

CU
1 out of 5 stars

If I could give it a 1/8 of a star

If I could give it a 1/8 of a star, I would have. You only go as low as 1 star. Where to begin.. ? Talk with staff to find out why they seemed so pissed off and unfriendly. It was obvious to me across the board they were shortstaffed. The main dining hall was just mobbed, 80 year Olds shuffling around like pin ball machines. I waited 15 minutes for my omelet and had 1 guy waiting in line wanting to fight me as there was no organization like a simple "Place order here", just a sea of hungry people wandering about. Bartenders were mostly unfriendly. We took a Princess cruise and they even remember your name and what you drink. Impressed with that. The wifi is so weak it's basically useless, so you have to upgrade. $4 for bottled water.. In dining room food was really cheap and sub par for a supposed "higher end" cruise. Beef was unchewable. Extremely disappointed and will never cruise Celebrity again. This ship is called The Reflection. I'd did talk to staff and found out about this new CEO. Someone had complained and her response was she has to answer to shareholders. That pretty much sums it up. One day, hopefully she'll find that balance because as of today 10/26/23 everything is on the cheap. I've cruised the dreaded Carnival cruise line and had way more perks than this so called "higher end" cruise. Only thing higher end is you're wallet will be lighter in the end.

Date of experience: October 26, 2023

KN
1 out of 5 stars

BEWARE the celebrity MoveUP bid…

BEWARE the celebrity MoveUP bid process. We had our bid accepted, our bid of $2660 was withdrawn from our credit card and our cabin number was reassigned. Then two weeks later, without any explanation the cabin number was reverted back to the original and the upgrade was rescinded. What made the experience worse is that I had to chase up Celebrity Cruises (wasting hours on the phone and via email) to find out what had happend and although they withdrew the cash from my account over a month ago, they have not yet refunded the money back to me. Our cruise and our vacation is now long over and we did not have the benefit of either the upgraded cabin, nor could we make use of the $2660 that Celebrity Cruises stole from my account, while we were on our holiday, I have spoken with several different people at Celebrity, each person assuring me that the money would be refunded, however over a month later and I am still waiting for it to be returned to me and there has been no updates from Celebrity Cruises about what is going on. Surely this is illegal?? I am not sure how you can take money from someones account, not provide the upgrade and not provide the refund either! They have basically stolen nearly $3k from me and there is no word from them when I will have it refunded. I have had no option but to lodge a complaint with Fair Trading to have my money refunded. In my opinion, the whole process is a SCAM!!

Date of experience: October 24, 2023

MR
2 out of 5 stars

Celebrity Infinity 11th to 21st October 2023.

Firstly I have been on over 20 cruises, first time with Celebrity! Spain and Portugal docked 21st October 2023. THE SHIP, Now over 20 years old and looking very tired, needs a complete refit to keep up with the competition. It seemed maintenance and decorators were on the go 24/7. Even during breakfast painters were painting above us covering rust spots. The door on our mini bar was hanging off(repaired day 6) a light switch was broken and in pieces and never repaired! The main foyer was dull and out dated. THE STAFF, Generally well trained and helpful, We we’re surprised by the amount of Black African staff, some did not speak good English and appeared to lack a sense of fun and bonding with guests, I suppose the far East staff wanted more money so Celebrity looked for the cheaper option! THE FOOD, Generally average and disappointing, not inspirational or inventive. No ice carvings, no cleaver fruit or vegetables displays. The themed evenings were poor with mainly foods from earlier in the day tarted up and recycled. The BBQ evening in the Oceanview Cafe was a simple sausage, burger and some small ribs smothered in BBQ sauce, I don’t think any of it actually saw a BBQ. There was a distinct lack of seafood throughout the cruise. No quality what so ever. Only one deck party, no sail away parties, no deck shows of chefs skills with food displays, nothing inspirational for the guests, very poor. Apart from Burgers and chips, not much on offer on deck? The specialist restaurants were over priced and not worth the cost, generally over £100 per couple with wine, never heard a good report, in fact by the end of the cruise the crew were trying to sell discount meals! CHARGES WOW, this was by far the biggest bone of contention. It seemed Celebrity,s main aim was to get as much money as possible out of our pocket into theirs, in fact the Americans had nicknamed it as a “nickel and dime cruise”!! Drinks were extortionate, in all bars, 2 bottles of water in the cabin £10.00 They had a cleaver trick at the bars with a can of Coke, ends up costing £8.00. Fill two glasses with as much ice as possible, then one can tops up both!!! My account was continually wrong, it was pointed out to guest relations twice, eventually $350 was removed, not good enough.Then on return home, more charges appear. It’s easy when your not their and they have your card number. Drinks package and wifi are unbelievably expensive Celebrity wanted £1200.00 for the two of us. You can chose high speed wifi for just $89.00 a day!!! I could review a lot more, but you get the jest of it all. I can not recommend Celebrity at all, I will never use this ship again.

Date of experience: October 23, 2023

mh
1 out of 5 stars

Horrendous

My partner and I have never been on a cruise, my partner really wanted to make it special and booked the top tire. Neither of us drink so we just had food package paying a vast amount of money in multiple thousands, the accommodation was nothing special, as we were fine dining. You got just meat very small portions, with a big of jazzy sauce, that’s your dinner. Lunch was in self service restaurant, which I thought was shocking bearing in mind we are talking double figure in the thousands. The self service restaurant was recycled food from one day to the next. No matter what I tried you genuinely could not tast anything different everything taste the same day in and day out. Same with desserts they had some amazing looking desserts howler I chose 3 to tast to start with. I had a spoonful of each, what the hell I thought, all three tasted the same. All the beautiful desserts looking so appetising yet tast the same. Then we go on to entertainment that was beyond a joke. Absolutely nothing with watching, who in all the adults wants to watch a fairy. Tail live music was the same two singer night after night activities. Not the best especially if you are disabled so no good for me who has cancer. Excursions well considering the price we paid, one excursion at £450 per person in fact there were no excursions under £200 per person. Money money money they want yet not worth what was paid, I was bored the second day into the cruise. Had we not paid so much I would have jumped ship and gone elsewhere, it was a nightmare. My first and last cruise ever I DO NOT RECOMMEND DONT NOT BOOK DO NOT BOOK. Do not do it you will regret it YOU WILL REGRET IT SERIOUSLY

Date of experience: October 16, 2023

CD
5 out of 5 stars

Great Cruise experience

I’ve been on 6 celebrity cruises and I can say that they’ve all been excellent quality. Yes some of the newer ships are a cut above the older fleet but you never fail to get fantastic customer service and exceptional quality of food, drink and entertainment. If you book excursions through celebrity and then complain they were expensive then you’ve only got yourself to blame. Just get off at port and do your own thing if that what you want. Compared to some other cheaper cruise companies, Celebrity is always another level. They always look after you as a customer and make sure you’re having a great time. The Edge class ship are a real treat. Being able to get unlimited branded spirits and beers whilst enjoying them in the luxury of a hot tub is something you wouldn’t get with many lesser cruise companies. The food in the main restaurant is always great quality and the Aqua Class Blu restaurant is superb for both breakfast and dinner. I’m yet to have a bad experience on Celebrity even when I’ve had a few minor quibbles because they’re always prepared to make it right. Top class. Highly recommended.

Date of experience: October 15, 2023

MG
1 out of 5 stars

Do not book on cruise in future cruises…

Do not book on cruise in future cruises Booked in future cruises last week on Silhouette with Iglu as travel agent. Did not realise that cannot get out of using Iglu. Booked cruise on 1st Oct 2024 for just over £3600 with £150 deposit. Iglu have send me booking at £8,372 making a profit of over £5500. Have tried to move to cruise118 but celebrity refusing as signed onboard with iglu and said only course of action is to cancel and loose deposit and $200 on board credit. What a fraud. On saturday 14th October spoke with celebrity and again requested a transfer. The agent who answered the call referred to his manager and came back and said that under the contract I signed on board it cannot be moved from Iglu. Have at last managed to get the full terms behind the contract which states I have 30 days to change travel agent. Is Iglu owned by celebrity, cannot see any other reason for them to lie and block to this extent. Have emailed celebrity on 15th for the terms and highlight the term refusing transfer but not surprisingly have had no response. I am wrong you only have the 30days if you remove the travel agent you booked with, the contract is so difficult to read and understand and was not explained on board. Apologies to Celebrity

Date of experience: October 14, 2023

EJ
2 out of 5 stars

My name is Nicola and my partner Joseph…

My name is Nicola Maund and my partner Joseph Crabb and I went on a cruise with my parents round the Spanish and canary islands with Celebrity Silhouette from 30/09/2023 to 11/10/2023. You could tell the people worked extremely hard on the ship but not all of them could understand English so it could be hard to communicate at times. We had a pool man named Amish who was amazing and catered to all our needs. We also had a reservation at the grand cuvee restaurant and our table number was 214. We had a lady called Erica serving us and a gentleman and they were both incredible and an asset to the ship. Apart from that we were quite disappointed with the service. At the end of the cruise we got stopped from getting off the ship because the lady at the customer relations desk did not understand English so she did not set up the correct credit card under my partner Joseph's name and we were called back on the ship to pay the bill. I had to call my father as the cruise would not except that it was set up under his name so we were so lucky he was still on the ship. We were very embarrassed. The pool bar was also suppose to close at 9 but because we were one of few couples that liked to be in the hot tub late, the gentleman refused to serve us. He did make an exception a couple of times but it was clear he wanted to clear up early and I don't blame him. He closed the bar at 8 most nights when the pool is open until 10. All in all it was lovely but the service needs to improve. I wouldn't say I wouldn't go with celebrity again but I would Def not go with the Silhouette.

Date of experience: October 12, 2023

JP
1 out of 5 stars

FAO: Celebrity Cruises - We changed our mind booking you due to bad reviews

FAO: Celebrity Cruises It’s important to note that we were just about to book our first Celebrity Beyond cruise in the Caribbean for November 2024, however, having seen such extremely poor reviews here, we have sadly changed our mind. This cruise line just feels like a “rip off”before you even start! I appreciate everyone for dedicating their time to write these reviews, enabling prospective travellers to make informed choices and avoid encountering similar issues, ensuring a more pleasant holiday experience. Thank you all. I hope Celebrity Cruises recognises that this trend will continue, and modern reviews hold significant influence. It’s crucial to remember that “people express their preferences through their actions”! Thank you but NO thank you!

Date of experience: October 7, 2023

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