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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JC
Not impressed, ridiculous charges for everything

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.

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Just got off Ascent…. WOW

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

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CM
Don’t book a guaranteed veranda

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.

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PC
Celebrity X Millennium.

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.

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524 total • Write a review

Showing 271 - 280 of 520 reviews
F

Excellent Cruise

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.

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LP

Need better port options

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.

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PV

The people we met Food EntertainmentChin and the boys at the Mast Bar for outstanding service pus Mahendra at Qasar great service from a great guy plus Randy at sport bar and Casino prompt outstanding

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

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Ba

Give them a big miss if you are gluten…

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.

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J

Customer Service Non-Existent

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.

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DM

Worthless cruise credit

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 .

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CJ

Boring

They do not cater for vegetarians!all they want you to eat if your a vegetarian is the same old boring menu,ie portabelo mushroom, risotto,steamed vegetables, boring menu,boring entertainment boring staff,fix up celebrity your never 5star more like 2 at best

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LG

My wife and I booked two back to back…

My wife and I booked two back to back cruises on Celebrity Edge from Jan. 23 to Feb.3 and Feb.3 to Feb.13. We booked through Celebrity to avoid any problems down the road as it was our trip to celebrate our 50th wedding anniversary. We were promised this beautiful stateroom with a balcony. We haven’t travel in the last 3 years because of COVID. The night before the embarcation we self tested for COVID with a negative result. The next day we proceeded to the ship for embarcation. We were shocked that there was nothing in place to screen passengers for COVID. We proceeded to our assigned stateroom only to be very disappointed with the balcony. It had a very obstructed view with reels of hoses on the platform next to our balcony. After complaining for 3 days, we were finally assigned a better stateroom. After 6 days of cruising my wifefelt unwell and she remained in the room resting. The next day she still fell sick and to be respectful for the other passengers we went down to the medical clinic. She tested positive for COVID and had to be quarantined for the next 5 days. I tested negative so I could roam around the ship providing I wore a mask. Terrible experience. Guest relations would call her everyday not to enquire how she was doing but mainly to make sure she was in the room. This person had absolutely no empathy, was very condescending and rude. We never made it to our second cruise because we were escorted off the ship apparently for breaching the ship protocol. This ship is ultra modern but very impractical. The hot tubs are 2 story higher than the pool, the chairs although beautiful are very uncomfortable. The food was mediocre at best and we were very disappointed having travelled with Celebrity on numerous occasions and being most impressed with the food and the service. This time, personnel was not friendly, guests relation indifferent, the entertainment ordinary and the overall quality wasn’t there. I would definitely recommend against this ship . We will be very hesitant to travel with Celebrity again.

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y

As a seasoned cruise traveller

Review of Celebrity Ellipse: A Mixed Experience I recently disembarked from Celebrity Ellipse and unfortunately, it may have been my last cruise with Celebrity Cruise line. While my previous two cruises with Celebrity before the pandemic were excellent, this time around fell short of my expectations. Let's start with the positives. The entertainment on board was outstanding. Eddy, the entertainment director, did a remarkable job identifying a rich mixture of performers to keep guests entertained. The Cover Girls singing and dancing were top notch, Andrew Lee's magic was mesmerizing, and Opalira, the duo from Argentina gave a memorable musical performance. However, when it came to dining, the experience was lackluster. The food and service did not meet my expectations. While the entertainment was great, the other two aspects fell short, especially the food. The Oceanview buffet, in particular, lacked variety, with the quality of the food being subpar. The fruit selection was limited to banana, rock melon, melon, water-melon, grapefruit, cut-apple, and cut-oranges with no pineapples, cherries, grapes, berries, etc. The desserts were disappointing, with unappetizingly colored cakes. The Sonata restaurant, which had consistently good steak, was a letdown in other areas, with mediocre to poor starters and entrees. One night, everyone at the table who ordered cod as an entree gave up after the first mouthful. It didn't taste like cod and was dry and flaky. The only good food was the variety of ice cream. Unlike previous cruises, there were no nuts or snacks available at the bar or cafe to accompany drinks. Furthermore, the ship was scheduled to dock at Wellington and Christchurch but did not. The captain claimed that the ports were closed, but while that may have been true for Wellington, the closure of Christchurch's port was questionable. According to the internet, the weather in Christchurch was cloudy with a light shower on March 21, 2023. Lastly, the pre-cruise communication from Celebrity/Royal Caribbean websites was limited and difficult to reach, but the housekeeping and dining service experience were excellent. Overall, while the entertainment was superb, the dining and port experiences were a letdown. I would give this cruise a mixed review and recommend Celebrity Ellipse with reservations.

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AK

Reminder emails of outstanding balance

My website reservation kept showing a balance owing for a gratuity that I opted out of because I was told it over the phone this was included in my drink pkg and that it was a glitch in their system. I had paid my balance before the due date and the balance was $0. Celebrity Cruises said they would fix this problem and let me know when it was done. Then a month of reminder emails from Celebrity Cruises about this $288.60 outstanding balance started and many emails I wrote asking them to fix this but NO ONE replied. I finally got a Stupervisor on the phone today and he told me I had to pay it and that it wasn't a glitch. So I'm paying it so I don't lose my cruise to Alaska in May that I spent thousands of dollars on. I will never travel with Celebrity Cruises again and I hope you don't either because of their horrendous customer service. I think this is a scam otherwise they wouldn't have the option to opt out of this gratuity on my website reservation. So, I changed my mind about paying the $288.60 and have been emailing them with my inquiry instead. This is the response and its been more than 30 days: Thank you for contacting Celebrity Cruises. Your message has been received and we look forward to assisting you. Our current response time is 30 days; however, our team is diligently working to respond to your note sooner. The FAQ section on our website has answers to many general questions about cruising with Celebrity. We encourage you to visit our site. For booking-specific requests or concerns on cruise reservations made through a travel agency, we encourage you to contact your travel advisor directly as they will be best able to service your booking and provide detailed information. If you need immediate assistance, please connect with us using one of the below phone numbers, as sending follow up emails will lead to further delays. United States & Canada: 1-844-418-6824 United Kingdom: 0344 493 2033 Worldwide: 1-316-554-5961 We are very glad you’ve reached out, and we appreciate your patience. Sincerely, Celebrity Cruises WHO HAS A CUSTOMER SERVICE TEAM THAT TAKES 30 DAYS TO RESPOND? WHAT A JOKE. I have paid my balance after another phone call to customer service but will never travel with this cruiser again. First & last time for this pricey trip. I hope you do not support this cruiser either!

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