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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.
I have been cruising with Celebrity for about 15 years, they were our cruise line of choice and we sailed at least once, sometimes twice a year and became Elite members. However we have noticed a gradual decline in the experience and particularly the service. The staff have become surly, bordering on rude and treat guests as a nuisance. There’s clearly a management issue as the staff also appear very unhappy. The food is terrible, bad quality, little choice and the staff are not interested. Being in a suite does not buy you out of the issues either as we now find the Luminere staff, particularly the Supervisor, rude uncommunicative and clearly not the right person for the job. One night when due to dietary requirements we could not find anything on the menu to eat, she ran away and hid rather than have a conversation. The ships are modern and well decorated but not well cleaned. The buffet restaurant would have dirty crockery and glasses piled high on unused tables, glasses strewn around pool area and trays with crockery with remains of room service left all along corridors? We recently tried another cruise line, more budget, older ship, but had a far better experience because atmosphere far better, crew friendly and happy and other passengers friendly and jolly. We will not not be travelling with Celebrity again, they are only interested in grabbing your money, then don’t want to know. There’s no point in complaining to Celebrity or even filling in their feedback forms because the dont read them or answer you. There are better options out there. Do your research!
We were booked on a 7 day Mexican Rivera
(Celebrity Solace) 2 days into the cruise my husband became very ill.
He spent 2 days in the infirmary then was transferred (tendered in) to the hospital in Cabo San Lucas.
I am very grateful for the great care my husband Jerry received from the Medical team, making the transfer to the hospital seamless. Guest Relations were terrific in reviewing the process of disembarking the ship.
I booked a cruise online, gave my credit card info, and paid half. We were just contacted by Celebrity and told we were cancelled for non payment and they would not refund our money. They claimed they sent emails and we found none. They had our credit card info and our phone numbers. They did not try to call. I know the email works because we received the cancellation notice and replied immediately. I waited on the phone for over an hour and a half for a smug Supervisor to tell me it's my problem and they refuse to send my money back. I am absolutely numb at this point. I am in total shock at how evil this company is. Please don't make the same mistake I did.
After 4 months now, we unfortunately have to state that Celebrity - despite the submitted documentation etc. has NOT fulfilled their repeated promises of compensation after we had been infected with corona.
Celebrity has both in written and spoken promised to compensate additional expenses incurred as a result of isolation - hotel expenses and catering. We have not received anything. Celebrity connot be trusted. Do not book at Celebrity cruises at all.
Celebrity Apex January 7th-14th 2023 Cruise Review.
I was in a suite that was apart of the retreat area of the Celebrity Apex on the 10th floor with my sister and my parents who paid for the cruise for suite room apart of the retreat. I loved it so much the waiter my family had named Vishal was super friendly, kind, very understanding, and very informative about the food in the luminee restaurant for suite guest and above in staying in the retreat. The butler my mom, dad, sister, and I had whos named Albert was so nice, friendly, and very caring also. I highly reccoment the retreat part of the Celebrity Apex ship as I loved it so much.
The Worst Customer Service I Have Ever Experienced!
In May this last year I booked a cruise to Norway with my wife and 4 friends, which I have to say, we enjoyed.
The enjoyment was sadly short lived as one of my suitcases was damaged somewhere between my cabin and the baggage hall. I notified The Celebrity Engagement Center as instructed immediately on my return home. Over 19 weeks later Celebrity were still prevaricating despite having supplied all of the necessary information to settle this straightforward complaint. I threatened to take my complaint to the Small Claims Court (no response) So I did; asking for the cost of a new replacement suitcase and the £35 Court costs.
Predictably, Celebrity asked for an extension to the County Court default date and contacted me literally the day before a default judgement would have been awarded in my favour, with a counter offer to just recompense me with the original cost of the suitcase and the court fee. At this stage I really was so fed up with Celebrity's delaying tactics that I accepted, but asked their Senior Claims Handler, International, Karen Blanchette to consider a voucher to be used with a future Celebrity cruise. Predictably, and In line with the Companies' obsolete customer service values, 3 months later I have still not received a reply - but our group of 6, tired of waiting for a response, have just booked this years cruise - and it's not with Celebrity or with the sister company Royal Caribbean who have provided me with the worst customer service that I have ever experienced. My credentials for that damning verdict is my own 53 years experience of at all levels of customer service!
Missed our cruise last year due to dreadful connecting flights. Waited months for a refund and even longer for my complaint to even be acknowledged. Spoke to a lovely lady in the executive team who has offered half of the cost of our cruise each towards a new cruise to find cruises have actually gone up by that amount anyway so not actually saving anything. Still persevering to see if they will offer more but hearing nothing. For such a big prestige company, customer service is very very poor!
Dreadful left at Miami airport for 3 hours the celebrity transfer rep kept saying 2 minutes then they put us on a filthy coach where the driver decided to cover the emergency exit with cases on the return journey their rep put us on the wrong coach which took us to the wrong airport it has taken ages and email after email to get the $80 dollars back plus they will not pay the transaction fees never again will we go celebrity the transfers are the worst and the staff they use for transfers do not know what day it is a very dangerous and stressful experience and celebrity aftersales are dreadful
Won't reimburse our +$2000 bill, as "it is too expensive" to reimburse
Worst service ever.
We still haven't received refund after +6 months post cruise. We are left with a bill for +$2000!
1) Got covid on board the ship (is what it is)
2) Celebrity Cruises told they would reimbursement the days in isolation on board, and reimburse the hotel stay where we had to isolate post cruise (thus extend our trip).
3) 6 months after the cruise: We still haven't received reimbursement for either isolation on board the ship, or the hotel.
4) CC claims they will not reimburse the hotel, as it is "too expensive" (believe it or not). CC choose the hotel and required we went in isolation there with the comment that they would handle all costs.
Result:
+10 hours on the phone with CC, a ton of emails etc. later, and we still haven't received any money from them. We are now left with a bill +$2000 which is the result of this horrible cruise, and with the response "we are so sorry, but the bill is too high for us to reimburse, and we have reimbursed what we find fair"... Despite us haven't received any money at all! I am amazed by the poor level of service.
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