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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1 out of 5 stars
Norovirus Nightmare on Celebrity Ascent — Deeply Disappointing Experience and Insulting Compensation

I joined the Celebrity Ascent in July 2025 from Barcelona for what was supposed to be a once-in-a-lifetime trip as an Asian traveler—flying 14 hours just to board the ship. It was even more special because I was celebrating my mother’s 70th birthday, a memory we hoped would last a lifetime. However, our dream cruise turned into a nightmare due to a norovirus outbreak onboard. After eating raw oysters at Raw on 5, I became severely ill with incessant vomiting and diarrhea. The worst moment was having to vomit on the tender boat in front of dozens of other passengers—an intensely humiliating experience. We both shared the same food and cabin, yet only I was forcibly quarantined in our tiny cabin for 24 hours. During this time: My mother, despite being a direct contact and eating the same oysters, was allowed to roam the ship, use the buffet, and swim in the pool. How does this make sense as a public health measure? Quarantine care was minimal: food delivery was delayed, and there was barely any communication from staff. I was forced to wash my own soiled clothes, with my mother—who was supposed to be celebrating—helping me clean after the ordeal. After disembarking in Greece, I reached out to Celebrity Cruises asking for fair compensation. Not only did they dismiss my detailed account and timeline, but the compensation offered was shockingly low—an amount that completely ignores the severity of what we went through. It doesn’t even begin to cover the ruined experience for both myself and especially my mother, whose special birthday was overshadowed by these events. Celebrity Cruises blamed outside food sources, despite all my symptoms starting right after the onboard meal. The company’s response felt like a complete disregard for our situation and the basic responsibility they owe to their guests. I’d love to hear from anyone with similar experiences, whether with norovirus outbreaks or appalling compensation responses—especially on this ship or with this brand. Has anyone successfully escalated cases like this through travel insurance or consumer protection? Any tips on getting heard, or did you face the same indifference? How did you deal with ruined milestone trips or personal events? Thank you for listening to my story. I hope Celebrity Cruises takes real responsibility, not just for me, but for all guests who deserve fair treatment—especially when a special trip turns into a disaster through no fault of their own. If you’d like suggestions for specific platforms or additional language for escalation letters, let me know!

BR

Ben Ross

5 out of 5 stars
Everything about my trip was amazing…

Everything about my trip was amazing from start to finish, incredible company with great staff

W

Wilhelm

5 out of 5 stars
Leider neuer Vertriebsweg

Bin seit über 10 Jahren hoch zufriedener Kunde von Celebrity Cruises. War immer mit den Leistungen zufrieden. Gelegentlich gab es kleinere Probleme mit der Buchung. Aber die konnte ich immer problemlos telefonisch mit dem freundlichen und kompetenten Team aus Hamburg zur vollen Zufriedenheit klären. Jetzt hat Celebrity Cruises sein backoffice nach München verlegt. Seither gibt einen ganz schrecklichen neuen Internetauftritt. Die Mitarbeiter sind auch sehr freundlich aber leider von keiner Sachkenntnis getrübt. Die kennen nicht einmal die Schiffe von Celebrity. Vom Produkt selber ganz zu schweigen. Hab das Gespräch abgebrochen und bei einer anderen Gesellschaft gebucht.

O

Ozzies

1 out of 5 stars
WAY BELOW OUR EXPECTATIONS

Aqua Class Cabin very small, dated and worn Very small wardrobe & hanging space A single one-person seater couch Cabin attendant useless and intrusive with our personal belongs No refrigerator just a cold box The air conditioning is erratic & difficult to maintain a comfortable temperature The glass on our balcony was damaged & scratched and the railing was mostly rusted Our cabin had a very noisy motor inside a door opposite our cabin which appears to be some sort of pumping station and below the swimming pool with continuous banging & thumping noise transferring into our cabin. Blu Restaurant, for Aqua class guests, there was up to 30 minutes wait for a table, a buzzer was handed to us and told to come back when it buzzed Tables are extremely close together, which results in no romance and no privacy. Blu Restaurant is sold as an “Adults Only” there were children dining in the restaurant The food in the “Blu” Restaurant was OK, nothing like the promotional advertising and mostly service near cold The food in the Buffet restaurant was ok, a good range of choices but cheap quality food, over cooked a but again never hot enough. On sea days the buffet restaurant at lunch time was like a feeding frenzy at the zoo, near impossible to get a table as this was the only restaurant open. The breakfast that can be ordered in the cabin was disgusting everything hard dry & cold. The “Adults Only” solarium is a farce, because it is a major thorough fare on the ship, there are noisy children running around whilst transiting through the solarium to other areas, difficult to get a sun lounge in the solarium The Persian Garden was just a few saunas and a barely warm bench seat The Theatre shows are sooo loud, each night we had to leave after around 20 minutes because we cannot stand the level of the “ear bashing” sound. In the Martini Bar where we enjoy the entertainment, there is a large group of young teenagers, increasing as the days go by to around 20, gathering each evening with unacceptable noisy behaviour, unpleasant for mature many cruise guests and staff make no attempt to quell this disturbing intrusive noise. The majority of Celebrity staff are belligerent and unhelpful when we ask simple questions. The shore excursions were very expensive. The guide on the ones we went on did not speak good English. On three excursions there was torrential rain most of the day. Departing the ship to the coach was a long walk, none of it undercover. We were drenched when boarding the coach therefore in wet cloths & shoes for the length of the tour. The weather restricted the visibility at the attractions and some not accessible due to area being too wet to access. Due to the weather there should have been alternatives arranged. Never again with Celebrity

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All reviews

518 total • Write a review

Showing 461 - 470 of 514 reviews
RZ
5 out of 5 stars

celebrity edge

Been on a few cruises and I knew what to expect. A small ship does not have all the amenities but does not have noisy, impolite guests. The crew and staff were above average and the ship is new. The food was very good and the service was also above average. I think the staff is a little overworked but everyone made an attempt to serve. Lots of smiles and laughs. Will sail them again.

Date of experience: February 19, 2020

J
5 out of 5 stars

Thank you Celebrity Millenium

We were on a recent cruise in the Far East on Celebrity Millenium. We would like to praise the captain and crew for keeping us safe during such a stressful time due to the ongoing Corona Virus situation. Our itinerary was changed again and again as ports were closed to the ship. They kept us completely up to date with changes , helped sort out ongoing travel arrangements, gave free WiFi to all to enable us to keep family informed and so that we could rebook flights etc. Most importantly they kept us safe from the virus as the crew were constantly cleaning communal areas . They all worked so hard to try and create a good atmosphere in such extenuating circumstances. I cannot praise them highly enough.

Date of experience: February 13, 2020

MM
4 out of 5 stars

24th Nov 2019 Southampton to Fort Lauderdale

Had a cruise from Southampton to Fort Lauderdale end of November 2019. Cruise ship was always very clean and we found all the staff to be very friendly. Our Cabin Steward, Kevin was excellent. Must admit I found there was a little too much 'hard sell'. Art auctions virtually every day, they used up space where people liked to line dance etc. and the majority of shops were expensive jewellers. I realise these outlets have to make money to cover their franchise fees but a ship without a 'general store'. Where magazines and all odds and ends you may have forgotten doesn't seem right. Yes there was a cabinet with limited goods available in the section that sold duty free. Had a Free drinks package with booking. The disembarkation at Fort Lauderdale was so efficient, if only all cruise lines were as good. Due to having to use a wheelchair we used a taxi for a trip around Boston. It was fabulous, the Taxi driver a gentleman named Gaylord, a long standing taxi driver gave us a tour of Boston, he also took a photo of me outside Cheers. The tour cost $47 (charged by clock) and was well over an hour long. We saw all the sights even went through the restaurants and bars in Little Italy. To him I must say Thank You, We saw more than the people who had paid $79 each. We were dropped off at Quincy Market. This place is really Not wheelchair friendly. Also facilities for disabled are not the easiest to access. Food on board was excellent. Entertainment times were out of sinc with the general running of the ship. Talks started whilst people were still having breakfast. Catch up in cabin always available. Don't know if I would like to be on board when people would be sitting on deck as the sun beds were lined up so close you were unable to walk between them, plus there were no small tables for drinks. My thanks go to all the staff you made the cruise good.

Date of experience: February 13, 2020

me
1 out of 5 stars

-1000 Stars for the poor customer…

-1000 Stars for the poor customer service and false information. Major run-around. I booked a cruise/flight with a FULL REFUNDABLE clause on 1-24, tried to cancel on 1-26 and got an appalling run-around and put on hold for 1 hour. They do not tell you that you have to speak to 100 departments to cancel. The poor customer service, major run-around. I booked a cruise/flight with a FULL REFUNDABLE clause on 1-24, tried to cancel on 1-26 and got an appalling run-around and put on hold for 1 hour. Each department said you to speak to the other one. I feel like they fraudulently try to keep your REFUNDABLE DEPOSIT. DO NOT TRUST THEIR WORD WHEN YOU CALL, they promise you accuracy and then drive you crazy. They promise excellent service and it is all LIES. LIES IN THE SPEECH ABOUT BOOKING. Customer service was POOR AT BEST. AVOID THIS COMPANY. Used Princess Cruises in the past and the experience was MUCH BETTER. STAY AWAY FROM THIS COMPANY. DO NOT TRUST THEIR WORD WHEN YOU CALL, they promise you accuracy and then drive you crazy. They promise excellent service and it is all LIES. LIES IN THE SPEECH ABOUT BOOKING. Customer service was POOR AT BEST. AVOID THIS COMPANY. Used Princess Cruises in the past and the experience was MUCH BETTER. STAY AWAY FROM THIS COMPANY.

Date of experience: January 27, 2020

JS
3 out of 5 stars

ChoiceAir by Celebrity - Huge Disappointment

I booked us on the Summit out of San Juan and decided to use ChoiceAir through Celebrity Cruises so we could fly on the day of the cruise and be assured we did not miss the sailing due to airport delays. We chose our flights and economy plus seats on United flights and thought we were booked since our credit card was charged, but it took more than two weeks before we could see our confirmation. This is when we realized we did not have the economy plus seats we had selected. Our travel agent contacted them and we were told that ChoiceAir is not allowed to book economy plus seats because United will not let them (even though at booking time the ChoiceAir agent did confirm economy plus seats with our travel agent). We then had to pay an additional $300 to get the seats we wanted with more leg room for the long flights. We tried to complain to Celebrity - who endorses this company - but were told we had to take the issue up with ChoiceAir. They contend that United limits them and they could not have booked us initially in economy plus seats. United says it was an error on the part of ChoiceAir. I am very frustrated that we had to shell out another $300 in addition to the $1200+ that we had initially paid for these flights. The fact that Celebrity is not offering any compensation for this mess when they endorse this company is irresponsible on their part. This may well be my last Celebrity Cruise. We sailed on the Summit two years ago and ended up in a room under a bar that was open until 2:00 am and then the crew dragged chairs and tables around for an hour every morning setting up the space for the next morning. Our room smelled like sewer when we first arrived and our bed stunk from BO and it took a half dozen complaints before they would replace the mattress cover and sheets, which did not completely address the mattress odor for the rest of the cruise. We are giving this ship another try since we had a credit to use and because the ship has recently been totally upgraded. We find that Celebrity sailings visit the same ports over and over with little variety, which makes it difficult to find any new or different sailings to choose from.

Date of experience: September 5, 2019

EB
2 out of 5 stars

Bookingoplevelse under al kritik

Selvom at vi glæder os meget til vores krydstogt, har bookingoplevelsen været under al kritik. Grunden til at vi købte netop dette cruice, var nemlig at der fulgte "4 Perks" med ($300 On Board Credit, Unlimited High-Speed internet for 2, Prepaid tips og Premium Beverage Package for 2), hvilket gjorde krydstoget til en fornuftig deal. Da jeg modtager vores "Guest Vacation Documents" efter at vi har checket ind, kan jeg dog se, at ikke alt er som det skal være. På dokumentet står der at vi selv skal betale for drikkepenge ombord på skibet. Dette er første skridt i en række af emails, som jeg må sende til Celebrity Cruises: Mail 1: Her skriver jeg til Celebrity, og fortæller at der er en fejl på vores "Guest Vacation Documents" angående drikkepengene. Jeg minder venligt om, at vi ved købet har fået "4 Perks" med i prisen. Jeg skriver også hvad de enkelte fordele dækker over, samt vedhæfter samtidig skærmbilleder fra vores booking, hvor man kan se at de 4 fordele indgår. Svar fra Celebrity: Supporten skriver at vi vil modtage 3 fordele, og at disse vil være gratis wifi, en klassisk drikkepakke (hvor vi oprindeligt havde en premium drikkepakke), samt $300 USD i Onboard Credit. Herved står vi stadig til at skulle betale drikkepenge ($203), foruden at vi kun har fået den almindelige drikkepakke. Mail 2: Her påpeger jeg forskellen på vores oprindelige fordele, og hvad vi nu står til at få. Jeg gensender screenshots fra vores bestilling (som også var vedlagt føste mail), og fortæller at jeg er skuffet over, at sådan en fejl kan opstå. Havde jeg ikke taget skærmbilleder under bestillingen, er jeg overbevist om at vi havde mistet disse fordele. Svar fra Celebrity: Supporten skriver at hun ikke har modtaget nogle skærmbilleder fra mig. Mail 3: Jeg uploader skærmbillederne til DropBox, og sender links til supporten. Svar fra Celebrity: Supporten anerkender, at vi burde have fået de 4 fordele som jeg påpegede. Hun genfremsender rejsedokumenterne, hvor drikkepengene nu er forudbetalt. Der nævnes intet om drikkepakken. Mail 4: Da drikkepakken ikke fremgår af dokumenterne, skriver jeg til supporten, for at spørge om drikkepakken er blevet ændret fra Classic til Premium. Svar fra Celebrity: Supporten anerkender, at der er tilføjet den forkerte drikkepakke til vores krydstogt, og fortæller at dette vil blive ændret. Gennem hele forløbet har supporten været sød og venlig. Men det skuffer mig utrolig meget, at jeg har skulle så lang en process igennem, blot for at få det som vi oprindeligt har købt og betalt for. På intet tidspunkt, er vi blevet tilbudt så meget som et lille plaster på såret for vores ulejlighed. Samtidig kan jeg ikke undlade at tænke på, at vi med meget stor sandsynlighed havde været rigtig dårligt stillet, hvis hvis ikke jeg havde taget skærmbilleder under vores booking.

Date of experience: July 14, 2019

CL
4 out of 5 stars

A great cruise, just a few things that could make cruising even better!

Had a really great cruise with amazing staff, and lovely food, great facilities, clean rooms, plenty of places to sit by the pool, pretty decent entertainment for the most part, very very friendly and accommodating staff. There are a few things that let this cruise company down which are as follows: Drinks ! Their drinks on board are absolutely crazy expensive. I know a lot of people buy the drinks packages which I also think are overpriced, because everyone in your party has to have the same drinks package, and we really don’t drink enough to warrant a drinks package. Most of the bottles of (decent.) beer on board are $10 + which is very expensive. In all all inclusive hotels drinks are included in the price. I feel like this is something they should consider doing in the future, because it makes more sense. Hard sell. This cruise company is all about selling you drinks packages, specialty dining experiences anything they can try to sell you they will. On our last day at sea we paid extra for the wine tasting experience which was okay, but to me it felt like another way to try to get you to buy something. They was offering 30% off all wines featured in the wine tasting. We did wine tasting with another cruise company (Thompson’s) which was one of the worst cruises and cruise ships I have ever been on, but their wine tasting was more than just trying to sell you wine. It was an actual experience where they told you about the wines, whereas this wasn’t the case with celebrity. Disembarked. This is my final point. We had assumed that the final day we would be able to stay on board until our transfer later on in the afternoon was ready, but this was not the case. Instead we had to have breakfast by 8.30 we had nowhere to get changed, because apparently on the last day they close the changing rooms, and cover up all the pools. We did pay for 10 full nights of cruising, but this is not what we received unfortunately. Celebrity claim to be a 5 star cruising company, but if you stayed in a 5 stay hotel they wouldn’t make you leave the hotel with nowhere to go for hours. In my opinion not a 5 star cruise at all 4 stars maximum. The star rating would’ve been higher, especially had our dismemberment been smoother. I would probably still recommend celebrity cruises, but as I said there are a few areas that could definitely be improved.

Date of experience: May 31, 2019

BM
2 out of 5 stars

We left two days early to visit Hong…

We left two days early to visit Hong Kong before our cruise. All was well till we got to Dallas. They said we would leave an hour later again and again till eight hours later. Then we finally loaded the plane and they said we have another 15 minute delay. Then all of a sudden the whole crew just left the plane without saying anything. No announcement at all. Everyone just sat there till someone got a text message that the flight was canceled. The other people started to get text messages. We got off the plane and was told that they would not help us find another flight. We were on our own. I called Celebrity cruise because we bought the flights through them. They scheduled a flight to LAX that night to catch another plane to Hong Kong but we were delayed leaving Dallas and missed that plane at LAX. Neither America airlines nor celerity could get us to Hong Kong before the ship leaves on the 16th. After 36 hours with no sleep Celerity said they wanted us to fly to Chicago and get there after the ship leaves and then to Seoul South Korea where the ship would be on the 7th day of the cruise. Because I would not agree to this plan Celerity arranged a flight for us home on Delta. They said it was all my fault and would get no refund from the cruise nor the flight. I have insurance but they said I had to have proof why the flight was canceled or they will not pay. American won't say. Buford

Date of experience: March 16, 2019

J
3 out of 5 stars

Some pros and some cons.

We went on a celebrity cruise around parts of Austrailia and New Zealand. We flew from from UK to Sydney and spent a few days there before beginning our cruise in Sydney Harbour. I'm giving three stars because there are some pros and some cons. The ships are fabulous with the most marvelous facilities and itineraries. The gyms and dining rooms are first class. Dances were fun. Champagne bar great. Most staff on board were really nice. Cleanliness and standards very high. The downsides were that dress code was not properly enforced. What happened was that some folk turned up and were allowed into the really fine dining rooms in the evening, dressed like scruffs with baseball hats and shorts on. This was unfair to the rest of us who made an effort in smart clothes and evening wear. I think the staff were nervous of enforcing the dresscode in the fine dining areas. Likewise, some folks turned up to the fine dining with children in prams, which is simply not appropriate. This could have been easily remedied by keeping the casual family dining room (on our ship this was on the top deck) open until late. The staff at the fine dining restaurants could then direct the 'casually dressed' or the parents with prams to the casual dining room. I realize that some folk don't want to dress for evening dinner for whatever reason, so surely just make it clear to them that they won't be allowed in the fine dining areas. Another difficult area if you're a newbie to cruising is that it was rather buried in the small print about not having curling tongs or travel iron in your luggage. I guess if you're a veteran cruiser you'll know this but we didn't and hence I had curling tongs and a travel iron. My luggage was commandeered by the crew as were quite a few other people's luggage. It was a fuss having to queue up to get the luggage back and staff dealing with the matter were a bit off hand in their attitude. Given that packing is so fundamental, make it really prominent about the ban on items with any heating elements. So many new passengers made this mistake. Transfer in New Zealand was rather chaotic.

Date of experience: January 14, 2019

gu
1 out of 5 stars

Re caribean cruise

Re caribean cruise We departed on the 23/09/18 on what was to be a holiday of a lifetime, due to wrong information from IGLU CRUISES , the start turned into a marathon from HELL,I contacted IGLU re baggage labels and asked if our luggage would go to the ship I was informed that we would receive labels at check in at Manchester airport and would not see our luggage again until on board, on check in there was no labels and was informed that we would have to collect our luggage TRANSFER it ourselves at both JFK,MIAMI,&HOTEL as I asked for airport assistance this turned out to be a nightmare ,THEN on arrival at the hotel we were informed our room would not be ready for30,min and to have a drink at the bar, at 01,30 we were informed we did not have a room and they were trying to find us a room at another hotel which they eventually did, after traveling for 20 hrs.we boarded the ship at 11,00 and were told our luggage would be at our state room at 14,00 this was not the case we were told our luggage could not be found, it eventually arrived at 23,00 we were extremely tired and very agitated to say the least we would not recommend AND WOULD THINK TWICE ABOUT BOOKING THROUGH IGLU CRUISES or CELEBRITY CRUISES AGAIN

Date of experience: October 31, 2018

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