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.

✨
Based on reviews, created with AI

See what reviewers are saying

전

전성기

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

Company details

Information provided by various external sources

No description available yet.

Contact info

🌐

People also looked at

1 / 3
HR

Halfords Retail

www.halfords.com

2.348 out of 5 stars

2.3 (1000)

IC

International Card Services

www.icscards.nl

4.181 out of 5 stars

4.2 (1000)

FS

Fantastic Services

www.fantasticservices.com

4.755 out of 5 stars

4.8 (1000)

EH

ENGIE Home Services

www.engie-homeservices.fr

2.597 out of 5 stars

2.6 (1000)

All reviews

518 total • Write a review

Showing 501 - 510 of 514 reviews
ra
4 out of 5 stars

Celebrity Cruises - Jet Set Sail

Jet Set Sail Dear Sirs, Having just completed your survey re the above this is a follow up email to confirm details of my complaint. The experience of Jet Set Sail was a total disaster, a truly horrible experience and one which was possibly mis-sold under various consumer protection acts within the UK. The idea of a VIP Luxury Flight by Private Charter appealed to us as a way of starting our cruise, not realising what you actually meant was that you had chartered, for your use, a somewhat tired looking and dirty aircraft from a budget airline (which leaked water whilst in flight), with a meal, I use the term lightly, of such disgusting quality as to be inedible. How this can be described as 'Luxury' whilst crammed six across in seats which whilst having a 31" pitch as described, were so no narrow even my 5' 4" wife had problems with them I have no idea and most certainly does not equate with the OED definition of "Luxury", being 'the state of great comfort and extravagant living'. The first part of the definition is the deciding factor, that '.....of great comfort' which could assist in and determine for, any future claim for reimbursement of costs, as the flight was of no comfort, let alone great comfort. Had I so wished (and chosen to), fly this way I could have picked from several low-cost airlines, at prices considerably less cost than which paid you; for the prices paid it would appear we could have opted for Business Class from a major airline. This option was sold us as just that, a luxury flight, which it was most certainly not. Whilst not actually stated, thus keeping you within the Law, the implicit view given, (not just us but from conversations with other passengers on the flight), was that the flight and arrival would be a more muted and somewhat quieter experience with lounge facilities at Marco Polo airport similar to those of Stansted, and as passengers upon a 'a Luxury VIP flight' we would be met and treated with more courtesy and ease of passage through the airport, not be pitched in to the main terminal with a teeming mass of thousands of people. For the return journey we were again decanted to the main terminal with no private lounge facilities, (or if there were, we did not see and/or use any), having to endure seemingly endless queues for both security and passport control. Upon arrival at the gate there was an unorganized scrum of people, some of whom were waiting for other flights, at same. When our gate was finally called we were embarked onto the bus which took us to the aircraft, where upon arrival the doors were opened but we were refused permission to leave the bus, after some minutes we were returned to the terminal, again being told to remain within the bus; some five minutes later we again started for the aircraft where this time we were permitted to board. After boarding a gentleman did, via the planes communication system issue an apology for the delay, quoting "a misunderstanding"; that being the total explanation with no further information forthcoming, we eventually took off some 35 - 40 minutes after scheduled time. All in all, my views on this whole debacle are quite simply, Were we I treated as a VIPs', NO! Was the flight "Luxury", NO! Would we use or recommend this service again, NO! Was the experience worth the money, NO! Am I going to instigate action to recover costs, YES! Quite frankly if this is the level of service Celebrity are prepared to put their name to then I fear for the future as I, and believe several others, spread the word of this absolutely horrendous and unedifying experience. This element of the trip completely spoilt the memories of a most pleasing and enjoyable cruise, although if this is the way forward for Celebrity we will certainly review our cruising options, meanwhile being thankful we did not pre-book whilst aboard as had been our intention. Perhaps you would wish to comment upon points raised herein. Yours faithfully Mr R & Mrs E Anthony

Date of experience: August 30, 2017

DS
1 out of 5 stars

Terrible Customer Service

Such a shame that after a lovely holiday I had the misfortune to contact their dreadful UK customer service dept. My issue concered the drinks package which we paid for but they changed without warning. The first response took 2 weeks, when I asked for it to be escalated the second response (which was the same get lost message) took a month. No way I could recommend this company to anyone.

Date of experience: June 4, 2017

CG
1 out of 5 stars

One of the worst shipping company who …

One of the worst shipping company who claim the 5 Star service and in fact there are no stars in relation to services!!!! Having just returned from the Far East wonders, including HK, Taipei, Nagasaki, Korea (Jeju, Busan & Incheon), Tainjin (Beijin) & Shangai, one has to believe that all was great! Let me tell you; it wasn't NOT; we travelled with Celebrity Cruises, which they claim to have 5 star modern luxury at sea. I enlist what and where they totally fail: 1) Cabin drawers with dust in them, 2) What I believe to be a poo or dried blood on the wall of the bathroom, the housekeeper claimed to be a wall plaster, which is not used on any ship at all! 3) Breakfast buffet on the Ocean cafe, always cold. Asked to warm up in microwave and being told there were no microwaves, 4) Coffee stations (8 places) serving luck warm coffee, 5) wife asked for an omelette and being told to wait 5 minutes, which is ok! she handed up waiting more than 30! 6) Bought a non-alcoholic cocktail packages, all bar personnel understood totally different, one gave a nice cocktail and one said only juices included. Reported to Management and had no replies yet! 7) Went to reception asking for a map and brochure of a port, was told straight "we have none" Receptionist (Joanne) was not pleased to help and didnt look at all happy to be there either. 8) Staff at buffet services were just walking around without knowing what really have to do! I felt sorry for them indeed, as I am hotel manager and love trainings.

Date of experience: May 7, 2017

J

JOE

US

5 out of 5 stars

Excellent vacation on the Silhouette

The Silhouette was an excellent choice for our latest cruise on Celebrity The ship was the cleanest of any of our past 10 cruisers. The crew was attentive, anticipatory, and motivative in performing their tasks. We have traveled on many cruises, with Royal Caribbean and Celebrity (over10) and this was just wonderful. From the Captain to the buss boy all performed their tasks flawlessly. We recently traveled on the Summit and thought Captain Katie and crew were great but the staff on the Silhouette were even better.

Date of experience: March 27, 2017

h
5 out of 5 stars

Reflection - Perfect waiters but language elsewhere on ship

Everything works perfect on Celebrity Reflection. But we will like to highlight our experiences in the restaurant at table No. 509 and our serves in cabin no. 6208. The three servants who were constantly attached to “our” table No. 509: Waiter Mahardika, Assistant waiter Edy and Sommelier Cajetan - these three did not know all the good they could do for us. Every time we came, we were heartly welcomed by all of them. Mahardika told carefully about the wonderful food, and quickly learned our taste to know, and so could particularly recommend two or three of this days dishes. Edy was always careful to serve bread, snacks and water. Sommelier Cajetan immediately learned to know our wine-taste, and always came with the best wines. Explained very carefully about these and made sure always filled glasses. It was also really nice and cozy to hear Mahardika after every meal explained shortly and briefly about "What's on tomorrow" - told briefly about the weather (there always was sunshine and summer) briefly explained about the city we would get to and just like that about when we would arrive and when we should be back on the ship again. - Really nice! We can not emphasize these three people high enough! They're just good all three! An exquisite pleasure every day to get to dinner at this table. It must be said, we did also tried a couple of other tables, but theese were not the same cozy serving stand around us as nr 509. In the cabin No. 6208 was always neat and clean - this made Hristijan for. Always with a smile, greeted always nice to us when we met him. All the time there was nice, cosy,and neatly in the cabin - a really talented and diligent young man. We are Danes and our main language is DANISH, - but of course have learned a lot of English – We very easyli did understand all in the restaurant and in the kabin! If there was a single vocabulary on the menu, we did not understand, then could Mahardika easily explain about this particular right by using other words or sign language. BUT But elsewhere on the ship – we sometimes felt failing the instructions given! The captain and other officials should thus change the speed of its pronunciation - it was often we could not understand him - "he snapped endings" so we thought he was difficult to understand. The same was true of "departure video" which told us what to do with the suitcases when we were to leave the ship. This video we had to repeat many times before we did understand the full text. So generally reduce speed when you talk - otherwise it is like on most aircrafts - that one can not understand the instructions, because you are talking too fast. Many people do not speak that quickly - make it more slow. A wonderful trip!!!!!! - hope to come back Again.

Date of experience: September 28, 2016

Bf
1 out of 5 stars

vi blev aldrig kontaktet på trods af at celeberity cruise sagde at de vill kontekte os ugen efte at vi var kommet hjem

egentlig en meget god opevelse med selve skib og mad. Vi sejlede fra miami til Pouto Rico, st Martens og St Thomas - Celebrity Cruise droppede Pourti Rico, da vi skulle vente 3 timer på nogle strandede passengerer i Miami og det syntes de ligesom ikke var et problem far de 3400 resterende passesenger. vi havde så også lige bed bugs de første dage i en suite på båden - de reagerede hurtigt, men fulgte aldrig op på, om de var forsvundet. Det mest alarmerende var at de også med klagen over den manglende landgang på pourto Rico bare tiede problemerne ihjel og aldrig fulgte op - det var som om de tænkte at det blev nok glemt, når der var gået lidt tid. Celebrity cruise kunne ikke give kompensation under selve turen, men ville ringe os op i den følgende uge - hvad aldrig skete så rejs aldrig med celebrity cruise - dårlig service

Date of experience: April 5, 2015

BB
3 out of 5 stars

Asian Allure Christmas/New year cruise. Dec 14 to Jan 15

Celebrity Millennium, 20th Dec Hongkong via Vietnam, Thailand to Singapore on 4th Jan 2015 A well time and planned cruise, in a large, clean ship with good facilities, excellent staff and great entertainment. A good overall experience spoilt by a sense that Company policy is to make an exhorbitant profit on all basic extras, such as Wifi, laundry and shore excursions. I would not choose to travel on the Celebrity Line again, nor to recommend to others unless they are able to afford or ignore serious overpricing! The good things.... A beautiful, clean and hygienic ship in all public areas, with good facilities and a wide variety of food and drink outlets. Excellent casino - not too intrusive to other passengers. Fantastic free entertainment, with great shows, generally good bands etc. Good variety of different foods in 'free' dining areas, BUT... Excellent staff in all areas, clean, helpful, cheerful and efficient! 2 nights stay in first and last port. Daily communication of information was good. Embarkation and disembarkation at all ports was smooth, tightly controlled and secure. The Bad things... Poor port location selection - Hongkong - start of cruise experience, Kai Tak cruise terminal, very modern, purpose built terminal facilities BUT difficult and expensive to get to from the airport! No public transport anywhere near the cruise terminal! Halong bay (Hanoi) the only visit which used tenders to shore and first visit to Vietnam - for those not willing to undertake the 4 hour bus ride in each direction to visit Hanoi, this was a good and interesting experience with typical, local and cultural experiences readily available. Hue/Danang, the ship docked at an undeveloped port some 20 minutes drive from the nearest roadside shops and 1 hour bus ride to Danang and 1.5 hours to Hoi An. Saigon, the ship docked at a small, new container port with no local facilities again some 20 minutes drive to the nearest local shops and 2 hours drive to Saigon. Bangkok, the ship docked at the huge container port of Laem Chabang, again no local facilities, but only 45 minutes drive to Pattaya or 2 hours drive to Bangkok No complimentary touches like bottled water in the cabin. Exhorbitant overpricing of what are normally basic services expected by all passengers! viz: Wifi/internet, this was provided, but at US $0.79 per minute, or $20 per hour or $99 for 24 hours with the added limitation of remote desktop, VPN & VOIP (Skype and facebook) being disabled, plus slow speeds, this was clearly designed to squeeze users towards the ship's expensive satellite telephone system. Laundry, clearly priced to dissuade guest from using the ship's facilities. i.e US$49 for just 2 shirts, 1 tee and 9 underwear! Shore excursions in Vietnam were an average of $89 for a 5 - 6 hour bus ride with lunch, which is at least 3 times the cost of local guides for the same trip. Onboard Spa club and health services were priced for the wealthy rather than those on a budget, or pensioners. Quality of food served in all dining rooms was averag e to poor overall.. The open Buffet style cafe provided a wide and reasonable variety of choices, some of which, the deserts and salads were good, however the hot foods were too often dried up or tough, whilst the main roasts were too rare or undercooked! The carvers were u0nderskilled in providing a presentable serving The main dining room, again agood variety of choice, but spoilt by the need to return main courses that were, mostly, overcooked. The srrvice staff in the dining areas were excellent throughout the ship. Dissappointing that for a "Christmas/New Year cruise" that no special menu was provided for Christmas lunch or dinner! The New Year's eve celebrations were clearly aimed at the younger generation and was fun and well controlled, but, with a significant element of the over 60's a more raditional dinner/dance celebration could have been included as well. Finally, A modern cruise ship of the size of the Millennium should have the capability and willingness to provide a smooth passage in even quite rough seas, yet on this occasion no effort was made to ease or prevent the ship rolling in even moderate seas, which meant that for some of the passengers up to 4 days of enjoyable relaxation were lost. Regarding my comments on the serious overpricing of some services please understand that I did not expect them to be free, but was not happy at the perceived 'Rip off' charges!

Date of experience: January 15, 2015

M
5 out of 5 stars

Celebrity Eclipse - A First Class Ship!

My wife and I returned from a cruise to the Azores and Canaries in October and could not have been more pleased with the holiday. The ship is beautiful, beautifully maintained, and staffed by the most friendly and hardworking crew we have experienced in 7 cruises. The food, the entertainment, and the free drinks package for almost all drinks on board were top class. If cleanliness is next to Godliness the ship was in heaven! Our only minor niggle concerned the organisation of the shore trips. Too many coachloads left for one destination at once; it would have been better staggered to avoid crowding. Other than this the trips were well organised. We are really looking forward to our next cruise on the Eclipse. PS. We don't have shares in the company or have relatives working on board!! We were promised a questionnaire to fill in online at home but were never sent one so I hope this gets to Celebrity offices. Cathryn & Malcolm Ainscough

Date of experience: November 8, 2014

MS
1 out of 5 stars

Overratted

I was told they were the best but they were the worst. I have taken 23 cruises on various lines and never had such an awful time as I did on Celebrity Summit. The AC did not work properly so our room and public areas were always hot. The dinner service staff forgot something each night on our 7 night cruise from salads to coffee. One night my husband crawled in bed and the bed was short sheeted. The sheets had small holes. We were told one thing about an excursion from the front desk and when because of a serious medical problem needed to cancel, they refused to refund the excursion of almost 200 dollars. We asked for help with wheel chair off the ship and was ignored until the ship was almost empty even though we had travel plans. I would not use them again and I emailed them and still no response. Celebrity is not what they say there are,

Date of experience: November 4, 2014

S
5 out of 5 stars

Bedste krydstogts ferie ever

Vi har været på krydstogt en gang før, med MSC. det var også et dejligt cruise, men celebrity er bare så meget bedre. Skibet (Silhouette) var totalt luksus og næste helt nyt, kahytten var som på MSC, vores med balkon, men udflugter, underholdning og information var bare rigtig godt. Vi bookede gennem krydstogtseksperten for at få de danske rejseregler til at gælde, og være dækket af rejsegarantifonden hvis selskabet skulle krakke eller andet. Men vi var ovenud tilfredse med celebrity, og dollar kursen er pt meget lav, så al betaling om bord var billigere end først antaget (kursen ombord på skibet er dollar, da det er et amerikansk selskab)

Date of experience: September 5, 2014

Previous1•••505152Next page

The CrowdTrust Experience⭐

We're open to all
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.