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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.
First time cruiser and made an error when I booked not realising that the cabin i chose had a connecting door.
Rang straight away to change cabin and was told it was a £50 per person charge.
Fortunately managed to do it on line for free.
Then requested 3 days after booking to transfer the reservation to a travel agent for better price and management. Was told this was only available within 2 days of booking and I was on day 3. Forums and website say 30 days !!
They reluctantly agreed to transfer to an agent but as a first time cruiser the whole experience has put me off Celebrity who appear to be nothing but money grabbers.
So disappointed in them.
Just got off Ascent - I want to go immediately back on board
This was my 9th ever cruise but my second cruise with celebrity. In an avid P&O cruiser but last year tried apex for the first time for a 4 day Cruise and booked ascent around Greece, Turkey and Malta. What an absolute incredible week, I want to go back on board immediately. The staff are just suburb, everyone is so friendly and the health protocols I.e washing signs before the Buffett are taken very seriously!!
The ship itself is gorgeous - I am an interior designer so I was in awe of the design, they have done a fantastic job!!
Counting down the weeks until I’m on Apex for 2 weeks Which I am super excited for! Once again celebrity is the best cruise line, hands down this has been my favourite cruise EVER, get me back on board now
Booked a guaranteed stateroom with a veranda. The one we were referred to was an infinity. We were allocated an obstructed view veranda with a porthole. To say we are fuming is an understatement! Clearly while they are auctioning off upgrades - they auctioned off our veranda cabin. Misleading customers.
Celebrity X Millennium.
We cruised with this cruise ship called Celebrity X Millennium in July 2025 around Japan this was the worst cruise ship we have ever cruised on it’s ready for the knackers yard it’s that old and worn, the food onboard was the worse quality of food we have ever tasted on a cruise ship no taste just very cheap quality, the entertainment was so poor absolutely rubbish, we was also ripped off by Celebrity X Cruises by selling us a Veranda Stateroom that turned out to be a partial view Veranda Stateroom with no apologies or any compensation absolutely disgusting service we have received from Celebrity X Cruises we would never ever cruise with Celebrity X Cruises again or ever recommend them so we would recommend not cruising with Celebrity X Cruise or cruise on the ship called Celebrity X Millennium.
Our Veranda Stateroom was 7023 on deck 7 don’t book this Veranda Stateroom unless you don’t mind a partial view with a massive steel column within the Veranda view but you will be charged as if the stateroom was a standard Veranda Stateroom with full clear scenic views mid-sold a standard Veranda Stateroom for a partial view stateroom and we have had absolutely disgusting customer service from Celebrity X Cruises.
Our first flight from Heathrow to Bologna to pick up our cruise was cancelled. Celebrity arranged for another flight from Gatwick early the next morning, but that was also cancelled resulting in a missed sailing. Celebrity did their utmost to get us to the next port of call, arranging flights, a hotel and a five hour transfer. Customer service on the ship was wonderful, but I have to say that after cruise customer service is abysmal. I have been waiting for a reply to my first email for TWO MONTHS. I have followed up with two further emails which have also been ignored. It’s a great shame their after cruise customer service is not as good as their cruises. Their lack of customer care does not give me an incentive to rebook with them.
Nightmare constellation from Athens to Venice , ship needs alot of attention, bathroom shower rings rusty Food in dining room has no changes daily but one item added , the service is pretty bad coffee should be replenished in your cup by service , Kotor trying to get off boat a 3 to 4 hour wait may not even get off looking out windows see land but cannot get to land , not worth the money , Never even offer a bottle of water when going to shore , if you are looking for a good ship this is not the one
Ps asking staff for good information is like asking a child many different answers to same questions
Celebrities 24-hour cancellation process and customer service supporting the cancellation is horrible. I booked with Celebrity in haste because I was told only one 3 person cabin was available. The sales process was fine and the rep told me there was a 24 hour cancellation policy. I cancelled my cruise a few hours later that day and was disconnected before I received the cancellation confirmation. I called back again and they were closed for the day. I called the next morning and was disconnected again. I called back and they assured the reservation was cancelled and my deposit would be cancelled. Two days later my deposit went from Pending to Posted from my bank account. I called Customer Service and they told me it would take 10 to 15 days to credit it because the agent that helped me didn't follow the correct process. I told them that was too long to wait and asked to speak to a supervisor. Jaehl, the supervisor was super rude and told me there was nothing she could do and acted like it wasn't her issue that I was hung up on 3 times and the agent didn't follow process. If this is how the cruise line's customer service is over a deposit refund I can only imagine the issues a person would have with a serious issue. The lack of support and customer service was horrible. I would never cruise with Celebrity.
Disappointing Hotel. We have just arrived from Heathrow into…
We have just arrived from Heathrow for our two day stay in The Hotel Gambrinus Roma . Very disappointing . Poor location, Very basic, soulless hotel. Hard bed and inefficient air conditioning.
I hope this is our only complaint on our Celebrity Greek Islands and Turkey cruise commencing on the 28th September.
It certainly doesn’t match the five star cruise we chose.
Regards
Maureen
Currently on board Summit. Staff fabulous, food good but far less selection than there used to be, room fine, itinerary good. The ship itself is very very tired and desperately needs a refurb. The entertainment is sparse and dreadful- best entertainment so far was captains welcome speech- he's great. All the touches/niceties that set celebrity apart are gone. This is NOT a premium cruise and frankly Princess and P&O do far better for far less money!! Room entertainment films/videos dreadful. Room amenities plated back, laundry charges ridiculously ASTRONOMICAL. Everything Celebrity used to be is no more. I can't recommend this ship at all sadly. If this us what Celebrity have become it'll be our last cruise with them.
gone backwards massively. Even as a retreat customer. Room 2115 aqua class waste of money could not sleep due to noise of constant trolleys above in Ocean cafe. Complained almost every day. They keep trying but no real solution
We like cruising on Celebrity but don’t book flights with them.
We like cruising on Celebrity but
don’t ever book your flights with Celebrity. They say they act as your travel agent … well they booked me and my husband in middle seats on a flight from Calgary to Rome. Not even in the same row. Unbelievable
Enjoyed a short and pleasant cruise to Belgium and Amsterdam, August 2023. Sadly, now have a sour taste because my wife was supposed to have $100 cruise credit and was not given it. We have everything in writing and have raised the issue. No response so far. Will very soon be taking it to court to recover our loss, if necessary. They cannot promise cruise credit and then not give it.
I had been successful for a ‘bid up’ and received an email to confirm the cost of £160 . This was then followed up by receiving a notification that Celebrity had taken £916 in dollars totalling $1196.
I phoned the customer services line and they confirmed it was a mistake and someone from their ‘bid up’ team would contact me .
Surprisingly enough no one contacted me . I phoned my travel agent the next day and have now spent 9 days waiting for the money to be refunded.
After numerous phone calls my Travel Agent eventually got hold of someone who said they could refund my money in parts ie some on Tuesday some on Thursday and the rest by the end of the week.
In addition their mistake has meant I have gone over the fair use policy of Revolut and now have to pay a 1% charge on every currency conversion this month .
This was all explained to Celebrity but they were not at all interested .
I asked for the money to be transferred back as dollars as if it’s returned as pounds I will lose out as the exchange rate is worse than when I purchased them.
I would like to know if celebrity would accept me part paying after the final
Payment was due!!
They have no customer service and are not at all interested in putting right their mistake . It looks as though I will have to wait two weeks to get refunded money they had no authority to take .
We’ve been on Celebrity cruises many times, so we were looking forward to going on the newest ship BEYOND.
The ship itself is amazing, but I have to say there is a smell of cost cutting compared to previous cruises.
We went Aqua class so know the difference in the “Blu” restaurant. A slimmed down menu was unexpected, food uninspiring and not quite up to the same quality as before.The Blu staff were excellent and nothing was too much trouble.
The Burger bar up top was poor, thick and rubbery cooked to within an inch of their lives. Why did you change the spec. from thin and cooked properly. I watched the chef cook 50 burgers at 11am and put them in a hot cuboard, not a customer in site.
The bars are good, but not the cocktails more often than not weak & lacking substance.
I am not a big fan of Silent Discos. Two is ok but there were alot more than that and they should be confined to the dance floor and nearby, not in the bars upstairs, I just want to relax and not be harassed by some zombie in head phones gyrating to the music.
The price for a visit to one of the specialty restaurants $70 + per head, is not for me.
Excursions also were on the pricey side.
The Ocean View buffet is on the whole good, but trying to get some blue cheese is a challenge. A manager said to me that guests would complain if it was on every day😵💫
Guests who have never travelled aqua class would not notice the missing afternoon pastries delivered to the cabin, or the complimentary tote bag and changing of bed linen during our 10 night stay. This is just one part of the cost cutting exercise by Celebrity.
On the plus side the entertainment in the theatre and Eden were excellent.
Overall slightly disappointed.
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