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 311 - 320 of 520 reviews
LS
1 out of 5 stars

A bad experience

further to our last post concerning our dismal Mediterranean cruise with Celebrity we have now cancelled our next booking with the company scheduled for November "23. Having received a derisory offer of compensation from the company for our ruined Holiday, they have now been informed that we will never book with the Celebrity again. They have been our preferred carrier sadly their standards have nosedived. We heard mulltiple complaints being made to crew members on a daily basis. On returning home the attitude of their staff to our complaints was poor and unprofessional.

Date of experience: November 28, 2022

IT
2 out of 5 stars

Sailed from Tampa on constellation…

Sailed from Tampa on constellation Nov.6. it was horrible from beginning to end. Endless wait in the sun. Horrible drink service when we finally boarded. Mediocre food in restaurant Blu. Horrible Buffett, jello and rice pudding as part of 5 dessert choices. Coffee always tasted like dishwater, skimpy room service choices.oncr even smelly shrimp, hamburgers tasted like saw dust. Several times we were questioned about smoking in room. Now I have unexplained charged on my CC. Disembarking was terrible. I can truly not say one good thing about this cruise.

Date of experience: November 27, 2022

M
3 out of 5 stars

The entertainment was great

The entertainment was great, food was ok but same everyday in the evening restaurant. The worst thing about this cruise was the air conditioning. It was freezing outside if our cabin. Certainly was no need for A/C on a cruise to Alaska. Had to put a cardigan on over my evening dresses every night as it was so cold everywhere. This spoilt our cruise and we will never go with Celebrity again because of this. Only place we were warm was our cabin where we could put the heating on.

Date of experience: November 26, 2022

CV
1 out of 5 stars

AWFUL

AWFUL! Absolutely no customer service at all. Handicapped, disabled traveler and needs to speak to a live person. I emailed them over a month ago and all I receive are emails (that don't allow a reply), with a message that my email was received and someone will contact me. I am a Captain's Club member on top of it all. If they treat me this way, I can't imagine how they treat others.

Date of experience: November 22, 2022

EB
1 out of 5 stars

INCREASE IN CRUISE PRICE

I made a reservation for two (2) for a 12-night European cruise (Italy Greece Turkey). I made a deposit of $900 for the cruise and in return I got a confirmation but there is no option to fill in the information for the second guest, only my name appears in it, the second guest TBD. After paying the $900 deposit, the balance I have to pay in February 2023 is $4,916.86 Yesterday, when I logged in to my account, there was already an option to fill in the information for the second guest. I filled it in and to my dismay, the balance to be paid INCREASED from $4,916.86 to $12,002.86. I need to know why, thanks! Reservation#8540977 Room #3174 Guests: Edwin Bermudez Cecilia Bermudez

Date of experience: November 19, 2022

JR
1 out of 5 stars

Celebrity rotten refund policy

Refund policy on Celebrity cruises is confusing and differs as to whether you’re based in the US or outside. We paid a deposit for three adults and one teen on the Apex after looking at the activities page on their general website and assumed that mini golf, archery or some range of activities etc would be available for everyone on the larger ships. Mistake, I rang celebrity to be told that activities are often only in kids camps (we don’t use them and we like to do stuff together as a family) and only the Edge might be suitable, but it’s not going where we want to go. I asked for a refund of the deposit (£600) as it less than 24 hours after booking, the man at Celebrity said that was fine but I needed the booking number which I hadn’t been given yet. This was on a weekend. I rang back on Monday with the reference and Celebrity said a refund should be fine but the travel agent has to ask. However the travel agent has been told that US clients can get a full refund (within a certain time etc) but clients outside the US can’t and they lose their deposit. Not happy at all with being treated differently, if I’d booked through a US agency I wonder if I would have been treated better? It’s put us off booking Celebrity as a couple in the future which we might have done but not now. It seems completely unfair to treat clients from outside the US detrimentally. The policy of no refunds for a deposit covers the UK, Ireland, Australia and New Zealand etc.

Date of experience: November 14, 2022

ME
1 out of 5 stars

DO NOT Cruise with Celebrity!!!

I booked the flights through celebrity to be safe. There was a delay in the connecting flight and we ended up losing our vacation. That was unfortunate and out of celebrity's hand. What was in their hand and they managed it terribly was the refund process. I got my cruise refund more than three months later, and I had to spend hours and hours on the phone. What's worse, it has been four months now and I still didn't get refund for the unused flight tickets. I decided to give up on $1,200 because I couldn't take it anymore, I couldn't endure another phone call with their customer service. You wait for a very long time just so that you get transferred to another person and wait again and again. I will never do business with Celebrity again and I will make sure everyone I know is aware of their terrible customer service. They do not deserve the one star.

Date of experience: November 11, 2022

PR
2 out of 5 stars

Es war sozusagen eine Luxuskreuzfahrt…

Es war sozusagen eine Luxuskreuzfahrt zu einem sehr hohem Preis von Barcelona nach New York mit der Celebrity Beyond ab 12.10.2023. Es war nicht unsere erste Kreuzfahrt, ich schätze die 9. aber mit Abstand die am wenigstens gelungene und damit sehr enttäuschend. Ein neues Schiff, eine sehr interessante Kabine (Infinity). Aber von Tag zu Tag sank das Niveau. Dann war ein Großteil der Besatzung dank der Wellen nicht einsatzfähig, aber die Gäste waren da. Überall wurde nicht gewischt, Schilder aufgestellt, es war glatt und keiner kümmerte sich weiter. Der Käpitän sprach zwar vom teuersten Schiff der Welt, aber der Service stimmte nicht trotz zusätzlicher Trinkgeldzahlungen. Wenn man das Personal befragte waren alle gerade zwei Tage an Bord!! Und wussten von nichts. Eine Preisreduzierung ist das mindeste was hier von Nöten wäre.

Date of experience: November 7, 2022

AC
1 out of 5 stars

Ripping Customers off with Satellite usage.

I just got slammed with a $450 phone bill from Koodo even though I had Easy Roam enabled with them during my trip. They informed me that Celebrity Cruises charges it’s own fees from their satellite while on the ship. So even though I had my $15 a day with Koodo enabled - the cruise line still charged Koodo for all my usage on the ship. I’m sick to my stomach that there is nothing they can do about the bill, and even more disappointed that I had no notification from the cruise line about this… Since posting on social media - I’ve learned that this has happened to many other people! Super disappointing to hear. I won’t be booking with them next year.

Date of experience: November 3, 2022

RF
1 out of 5 stars

Kicked off Silhouette

Kicked off Silhouette last week in Tenerife, Canary Islands because my wife (double vaxed & tripple boosted) tested herself and got a positive reading. She did the right and required thing, masked & confined herself to our cabin and reported it. Big mistake. Third day into a 3-5 day virus we were put off the ship at my wife's sickest and most contageous. What an ordeal ensued, 64 hours of pain, discomfort, stress and anger. Wrong move, Celebrity! We came aboard 'negative' and healthy. Your actions exacerbated my wife's illness and lengthened her recovery period. Shame on you!

Date of experience: November 2, 2022

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