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

Joe Cox

1 out of 5 stars
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.

GA

Grace Abbott

5 out of 5 stars
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

CM

Catherine M

1 out of 5 stars
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.

PC

Paul Crosby

1 out of 5 stars
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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All reviews

524 total • Write a review

Showing 301 - 310 of 520 reviews
TN
1 out of 5 stars

Tried to book a cruise for a family…

Tried to book a cruise for a family member.. 17 year veteran of the NYPD. They wanted to charge $1700 More than I paid!! No recognition for police officer! No discount! Only can charge more or offer the option for them To not dine with us at an exclusive restaurant other than to pay $1700 Will NEVER book this discriminatory cruise line again!!!

Date of experience: January 3, 2023

J
1 out of 5 stars

On Celebrity's website under

On Celebrity's website under "healthy-at-sea/faqs" This is one of the questions. "I have read the new health policies and procedures, and I am unsure at this time if I want to cruise. Can I change or cancel my booked cruise?" This is the response posted by Celebrity. "We're sorry to hear that. If you make your booking by January 31, 2022, it falls under our Cruise with Confidence policy, meaning you can cancel your reservation and receive a 100% Future Cruise Credit. You just need to let us know at least 48 hours before your sail date. We look forward to welcoming you onboard at a future date." Do not believe this statement. Celebrity has more conditions that you need to meet. I do not know how they are able to get away with posting this statement. Has anyone else been effect by this policy?

Date of experience: December 30, 2022

jD
1 out of 5 stars

we booked our first cruise for January…

we booked our first cruise for January sailing from miami It was only when i attempted to upgrade our plane seats to ensure we sit together and find out more information about the luggage, that found out we did not have any luggage booked into the flight and couldn,t book seats together for the flight to Miami and return I have since after a massive amounts of travelling to our travel agents and constant phoning to Celebrity Cruises supposedly customer services ???? i have been informed we now have to check in our luggage at Heathrow - airport -and pay the cost of what ever weight that is and pay on the return journey and claim that back from our travel agent who claim it back from Celebrity cruises ??? or cancel the cruise and loose the #750.00 deposit ---shocking start what was supposed to be a first cruise for a birthday on February 2nd shocking service ---stand by for the update --for all customers check the small print before signing up

Date of experience: December 28, 2022

SW
1 out of 5 stars

Terrible on line customer service

Terrible on line customer service. Book a cruise, called them to let them know I needed to reschedule (death in the family) - deposit was to be returned if provided death certificate, which we did, then replied to say you can have a credit on your next cruise. Emailed to clarify previous conversation and how disappointed we were, no response. Awful customer service. Will never book a celebrity cruise.

Date of experience: December 27, 2022

JM
1 out of 5 stars

I am reviewing the Celebrity Cruise App…

I am reviewing the Celebrity Cruise App only. It is the worst app with the least pertinent information, such as a calendar that doesn't even show ALL my Excursion and Spa reservations. Practically impossible to navigate. Every page on the App shows incomplete info or something that is different from what it states in the heading

Date of experience: December 24, 2022

JR
1 out of 5 stars

Nice cruise, HORRIBLE customer service!

Nice cruise, HORRIBLE customer service! I will not cruise on Celebrity or RCL again based on their incredibly poor customer support.

Date of experience: December 21, 2022

A
2 out of 5 stars

Just got back from Caribbean cruise

Just got back from Caribbean cruise. First issue was the guy collecting our luggage at port to put on board. He was literallythreatening our group to give him tips, implying our cases woudlnt make it to the ship if we didnt. He then insisted all 10 of us had to give him separate tips. Got on board and told all the added extras we had booked (WiFi tips drinks etc) hadn't been booked by our travel agent. Both companies now blaming each other...but surprise surprise only us as customer currently loosing out due to all the added money we had to spend on board. Ordered and paid for 3 photos on board but they have never been sent to us. Awful experience, poor quality service, shocking holiday which cost over £28k for 10 of us. Would have been better spending £500 and staying in UK

Date of experience: December 17, 2022

LS
1 out of 5 stars

Bait and switch tactics

Bait and switch tactics. There was a sale for “ cruise only “ for 299 but when I picked all inclusive as I didn’t understand that I should have picked cruise only and then added other things. So it was 1200 pp per room vs 299 x two. They would not do anything to help ! These people/ companies are the worst. Horrible customer service ! Thanks a lot celebrity 😡

Date of experience: December 14, 2022

M
3 out of 5 stars

Book as late as possible

We have used Celebrity Cruises as our preferred choice for 7 cruises so far and are members of their Captains Club loyalty programme. Our last two cruises were in the Caribbean and were enjoyable trips with the usual high standard of care provided by the staff. On our cruise in March 2022 the staff lined up as we left the ship ‘Millenium’ asking all passengers to please come again. Never experienced this before. We booked 3 more cruises for the future following that trip. Our problem is this: Cruises aren’t selling as they were with ships being well short of full capacity. Celebrity have therefore 3-4 months before each cruise been dropping the prices to entice new customers. This culminated in new customers being able to buy a much higher grade cruise deal a lot cheaper than we have paid. To make it worse they had written to us to ask if we wished to up grade for an additional cost when new customers are able to purchase the same cheaper than our original payment. The difference would have been in excess of £1,000. We couldn’t cancel and rebook because of the penalty involved. This has happened twice now and Celebrity are not interested in the loyalty, it’s our fault for booking well in advance. So loyalty counts for nothing. Consider not booking in advance but rather watch the prices and check availability and where possible take the chance to book as late as possible to get the deals. Remember loyalty no longer counts here. So disappointing.

Date of experience: December 12, 2022

TF
1 out of 5 stars

Post NZ Eclipse Cruise Nov-Dec 2022

Post NZ Eclipse cruise Nov-Dec 2022 Other than the usual complaints about food etc we are trying to contact the accounts departments post cruise. Celebrity Cruises have taken double the amount of our bill of our credit card. Initially while on the cruise they were deducting the amounts we were spending each day which was fine but now that we are home they have taken another full amount so we have been charged double. We keep getting put on hold for extended periods of time to the accounts department and no one so far has pick up , the phone just stays silent like you’re in a black hole. This is right before Christmas that we are now out of pocket for. Who knows how long this will take to get resolved given we can’t contact them.

Date of experience: December 11, 2022

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