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 71 - 80 of 514 reviews
C
1 out of 5 stars

What can I say we are sorely…

What can I say we are sorely disappointed. All the staff are lovely except the reception staff who smirked when we asked if there was anything that could be done concerning the loud squeaking noise in our room caused by a massive hatch. On top of that the sheets have yellow stains on them which is beyond disgusting!

Date of experience: October 19, 2024

MB
1 out of 5 stars

Celebrity cruise line and Expedia suck

We recently spent 12 nights on the celebrity ascent in the Mediterranean We paid $15,400 Canadian dollars for two adults with basic internet and basic alcohol drink package. Our room was a concierge suite stateroom. Aside from the dinner meals being sub par 5 out of 10, the lunch buffets were well prepared with mediocre choices. Breakfast was a disappointment as well. We both lost weight over the twelve days. Most disappointing was speaking with other guests that had the same room, services and drink packages whom paid $7-8000 Canadian dollars I didn’t put too much stock into this new information until celebrity confirmed it was accurate. I went on line simulated booking the same trip for the same time frame in 2025. The exact same cruise come to $8,400 Canadian dollars. So why was our experience &15,400? Celebrity would have us believe it was all Expedia (the travel site) we booked through. Celebrity excepts zero responsibility for us being ripped off. They blame us for booking on cyber Monday. This has been an expensive mistake. Both Expedia and Celebrity blame each other. Needless to say I won’t be using either one going forward and neither should you. I have reached out to Celebrity head office numerous times on the phone and in writing. They offered me $50 towards my next cruise. What a joke. My new full-time job is to convince as many people as I can possibly reach not to use Celebrity or Expedia. Mike Boyle 12249. September 2-13 Ascent

Date of experience: October 17, 2024

Dl
1 out of 5 stars

Avoid celebrity

Have been on many cruises, this is the worst line we have ever sailed with. Massive Elephant in the room were drink prices and casino prices which were extortionate and the tipping structure was overly complex. Staff were excellent but massive sales culture dominated events on board with very few activities that didn't involve attempts to sell something. locations visited were very good. Company needs a change of strategic management so that the lovely hard working people they employ may have a chance of retaining their employment.

Date of experience: October 15, 2024

AA
1 out of 5 stars

Wegen Flugverspätung keine Beförderung mehr.

Es sollte eine 19tägige Kreuzfahrt im Mittelmeer ab Barcelona mit celebrity equinox werden (4600 Euro ohne die Flüge). Die Flüge wurden nicht über die Reederei gebucht. Hamburg-München/München-Barcelona. Ankunft Barcelona 11.00 Uhr. Boardingschluss Schiff 15.30 Uhr, Ablegen 17.00 Uhr. Wir hatten schon diverse Kreuzfahrten mit rccl gemacht und starteten bei Celebrity gleich im Elitestatus. Leider konnte das Flugzeug wegen Unwetter nicht in München landen, wurde nach Linz weitergeleitet. Als wir dann in München landeten hatten wir vier Stunden Verspätung. Wir wurden auf einen Ersatzflug gebucht, der um 14.50 in Barcelona landen sollte. Ich meldete mich beim Reisebüro, das sofort mit der Reederei Kontakt aufnahm. Die Reederei verweigerte die Beförderung wegen zu großer Verspätung (wir hatten bereits einen Online-Checkin absolviert). Auch wurde uns nicht erlaubt, am nächsten angelaufenen Hafen zuzusteigen. Wir mussten, bis auf 700 Euro, den gesamten Reisepreis zahlen zzgl. 760 Euro für einen Rückflug am gleichen Tag. Mit etwas "good will" seitens der Reederei wäre uns das nicht passiert. Diesen riesigen Konzernen geht jedwede Menschlichkeit, Verständnis und Flexibilität verloren. Sie sehen nur noch Dollars, die Menschen sind ihnen offensichtlich gleichgültig. Das wir diese Reederei mit ihren Machenschaften nicht auch noch andere weiterempfehlen versteht sich wohl von selbst. Zusammen gefasst: Null Support seitens der Celebrity Cruises sollte irgendetwas schief laufen.

Date of experience: October 14, 2024

c
4 out of 5 stars

Loved our Alaskan Cruise

We were a hit apprehensive of Celebrity having read some reviews (and have cruised with Princess and P&O) but it was part of our package so had to go with it. We had the Hubbard Glacier Alaskan 7 day cruise on the Celebrity Solstice and were in concierge class which had the upgraded wifi, tips included and the basic drinks package. To be honest, having not expected much we were very pleasantly surprised! The room was spacious, the bed sooo comfortable (better than ours at home!) and the bathroom a good size too. Our concierge looking after us - Noel - did a great job and looked after us very well getting us anything we needed and cleaning the room well. We don’t eat at the waiter restaurant and only stick to the buffet so can’t comment on the other restaurants but the buffet was really good and probably the best one for choice etc. Every day there was always the pizza bar (you can choose your own toppings), pasta bar - chose your own pasta and what type of sauce out of a choice of four, always a curry counter, always a ‘plain’ counter doing a choice of chicken, pork chops, and fish, a burger bar with chips, a carvery etc and then every night a different country stand where there would be a variety of dishes from that country. And as for the breakfast - everything you can imagine. We also liked the ice cream counter and the fruit counter! Service was great everywhere we went. The trips we did were good (if a little pricey but then all cruise trips are pricey). Couple of cons: the bath robes in the rooms - first one had a very unpleasant stain on it so we changed it and the second one did too! Plus they were course and quite old - not a huge cost to keep them to a better standard. They bring a special ‘treat’ in concierge class in the afternoon - they were all very strange one mouthful things which weren’t very nice and only brought one fork - weird. The drinks package - you can have as many drinks as you like, up to a certain value, but only one at a time and they have to scan your room card. Also one of our two didn’t drink but you can’t have an alcohol package and a non alcohol package in the same room - you have to have the same - why is that?? They also even scanned the key card if you wanted a bottle of water - again it was included in the package so why have to scan it. Lastly it’s good having a fridge in the room, and they provide two bottles of Evian. But beware - none of the fridge contents or the bottles of water are included in the drinks package so you’ll be charged. Seems nonsense if you have a drinks package. However those are all just small gripes on what was a fab trip and I would definitely sale with Celebrity again.

Date of experience: October 11, 2024

D
2 out of 5 stars

Celebrity does not deliver the "elevated experience" it promises

We booked an expensive Retreat Suite Celebrity cruise which promises "the most elevated experience at sea. Period." Celebrity has failed utterly to meet this expectation: - practically zero orientation by staff on arrival, and no meaningful welcome; - chaotic embarkation in Rome; - 6 hour wait time for luggage despite it being on the same bus; - a substandard cabin which is tired, worn out, and definitely not up to the standard we have experienced with MSC for less money; - extremely limited Retreat facilities relative to other cruises; - entertainment events cancelled without notification; - most frustratingly, a promise by a succession of senior crew staff to address our desire to disembark with a refund of at least the remaining days is not being addressed at all - we have had no response at all after a 24 hour delay and no effort to improve the experience. To balance this review, the staff are lovely and the food is very good but the fact remains, we have not had the elevated experience they promised and it does mot match less expensive cruises we have had in MSC Yacht Club. P.S. Celebrity correspondence misleads about the Retreat facilities on this ship the Constellation. I quote: Celebrity Constellation is one of the cruise ships of the Millennium series, providing over 1,090 beautifully designed accommodations. It includes AquaClass staterooms inspired by spa experiences, where you can enjoy complimentary access to spa facilities and indulge in specialty dining at Blu. The Retreat® is designed exclusively for suite guests, providing an unparalleled luxury vacation experience. Suite guests have access to exclusive areas on the ship, including Luminae, a private restaurant, a lounge, a private pool, a sun deck, and personalized butler service, allowing you to enjoy superior amenities." THERE IS NO PRIVATE POOL OR SUN DECK!! THE PRIVATE LOUNGE IS A SMALL COLD WINDOWLESS AFTERTHOUGHT.

Date of experience: October 8, 2024

GB
2 out of 5 stars

First time on this cruise line

Just tried celebrity as we cruise often and wanted to try something different.Not much good here. Food is not good at sit down restaurants Not a buffet person but the lunch buffet was good Never oay for the up charge restaurants. Tuscan grill was 55 chargde steak was 1/8 inch thick which i could get at the buffet Service was not good. Steakhouse was ok Most of the entertainment stuff is shopping related. To try afainw it would have to be almost free So disappointed and wY to many choices besides this one. Id say stay away

Date of experience: October 7, 2024

HH
4 out of 5 stars

Celebrity is back again!

Wir waren mit der Celebrity Millennium auf einer 12 Nächte Kreuzfahrt von Tokyo - Shimizu - Osaka - Hiroshima - Busan - Kumamoto - Nagasaky - Yokohama. Nach unserer Enttäuschung (Kulinarik) mit der Celebrity Summit im August 2023 (Grönland) waren unsere Erwartungen sehr tief geschraubt. Doch wir hatten Glück: ein paar Tage vor Abfahrt bekamen wir ein Mail, dass wir ein Upgrade in das Retreat, eine Skysuite, erfolgreich ersteigert hatten - die Freude war riesengroß. Kabine war für das Alter des Schiffes gut. Manchmal roch es im Badezimmer nach Kanal, doch ich goss dann immer etwas Wasser in den ausgetrockneten Bodenabfluss und konnte so den üblen Geruch schnell beheben. Personal am gesamten Schiff war äußerst bemüht, sehr freundlich. Kabine stets top sauber. Gäste: diesmal - entgegengesetzt zu unseren anderen Celebrity Cruises - ganz stark weltweit durchgemischt: Australien, Japan, China, Russland, Ukraine, Südostasien, Seychellen, EU, GB, USA, Kanada, Südamerika .... das waren jene Cruisers, mit welchen wir Kontakt hatten ... Essen: es war wieder fast so köstlich und hochwertig wie 2022, also wesentlich besser als 2023! Es gab auch fast wieder die gleichen Gerichte auf der Speisekarte wie 2 Jahre zuvor, mit einem kleinen Unterschied: 2022 hatten wir einen italienischen Chefkoch, 2024 einen Indischen, und so floss häufig ein indischer Touch beim Würzen ein, was uns nicht ganz so gut schmeckte, aber es ist eben Geschmacksache. Auswahl war jedenfalls riesig, Essen war diesmal warm bis heiß, es gab auch jeden Tag wieder eine köstliche Vorspeise neben Salaten und Suppen, zusätzlich zu den standardmäßigen Shrimps und Escargots. Auch am Buffett wurde regelmäßig aufgefüllt. Wir aßen abends immer im Luminae, bestellten aber häufig Gerichte von der Speisekarte des Main Dining Rooms, weil die Kulinarik heuer eben wieder wesentlich besser war als 2023. Besonders hervorheben möchte ich die extremst köstlichen (Schokolade)Desserts des Luminae, da war schon ein wesentlicher Unterschied zur Karte des MDR. Tuscan Grill: Tja ... gut, aber nicht mehr und somit auch aufgrund der Speisenauswahl und Kosten für deren Zutaten nicht den hohen Aufpreis wert. Die Öffnungszeiten der Bars empfanden wir und viele Mitreisende als zu kurz, manche schlossen nämlich bereits um 23 Uhr oder waren abends ganz geschlossen. Landausflüge: diese waren diesmal unter unseren Erwartungen. Nur wenige Guides sprachen verständliches Englisch (das liegt aber nicht an Celebrity, sondern an Japan), es waren eine Art "Abhak-Touren", damit meine ich: angekommen - durchrennen - weiter fahren (z. B. Osaka Castle). Teilweise 4 Busse vom Schiff gemeinsam unterwegs. In Kyoto (Hinfahrt mit Shinkansen, zurück mit Bus) wurden alle Gäste aus 4 Bussen, also mindestens 120 Personen mit 4 Guides quer durch die völlig überfüllte Bahnstation zum Shinkansen gebracht - es gleicht einem Wunder, dass niemand verloren ging. Wir besuchten am Vormittag den goldenen Palast, dann gutes Mittagessen, danach standen noch 2 Schreine auf dem Programm, wobei den 1 Schrein wegen Hitze, Zeitproblem und Menschenmassen nur knapp ein Viertel der in unserem Bus Mitreisenden besichtigte. Anschließend mussten wir weit über 1 Stunde im Bus warten, um einen "Freien Slot" zum Ausparken und Abfahren für den Bus zu bekommen. Ein Gast startete dann eine Umfrage bzw Abstimmung im Bus mit dem Ergebnis, dass alle 32 Gäste einstimmig!!! die Besichtigung des letzten Schreins auslassen und nur mehr auf schnellstem Wege aufs Schiff zurück wollten. Zudem sind fast alle von Celebrity angebotenen Landausflüge extrem überteuert. Ob wir auch unsere nächste Kreuzfahrt wieder mit Celebrity buchen werden? Wenn Celebrity während der Schulferien eine neue, interessante Route anbietet, dann auf jeden Fall wieder. Ausflüge mit Celebrity und Spezialitätenrestaurants sind aufgrund der stark überteuerten Preise allerdings zu überdenken. Ob wir "The Retreat" buchen würden? Das kann ich so nicht beantworten, das müsste man genauer "hochrechnen" - die Annehmlichkeiten und Vorzüge sind schon sehr toll, aber es stellt sich eben die Frage zu welchem Preis wir dafür bereit sind.

Date of experience: October 6, 2024

LM
1 out of 5 stars

Haven’t even taken my cruise and…

Haven’t even taken my cruise and already having issues. Called to redeem a gift certificate (granted it was purchased for me in 2017) only to be told that my certificate number came up invalid. They then said a supervisor would research and phone me back the next day. Interestingly, enough, the supervisor was the same person listed on the receipt for this gift certificate. Instead of her calling me back another agent called and actually asked me if I had possibly taken the cruise already and forgotten it! My response was obviously not possible, and in order to have taken the cruise I would’ve had to turn in the bottom portion of my gift certificate to redeem it. Since my certificate is still intact, this is obviously not possible. Has been told three times now that this elusive supervisor would be calling me only to have other people call me instead. Today, I was told that they have to research paper to find the bill of sale for my cruise certificate. I was also told that I can ask to have a supervisor call me! To which I responded that I was told on three separate occasions that a supervisor would call me, so that is obviously not an option even though they say it is. It has been over five days since my initial call. The poor follow up and distinct lack of customer service from this company makes me actually nervous to take the cruise.

Date of experience: October 5, 2024

JT
1 out of 5 stars

Ship full of Covid

Ship full of Covid! We were both ill half way through our holiday to Portugal and Spain on the Apex. 18th September 2024. At least 50% of people were coughing and sneezing by the end. The average age of passengers must have been at least 70 and there were many disabled people on board. Pay thousands of £s to be made ill? We were both vaccinated in September and again in April. Cruise companies trying to pretend it’s gone away! We got it on P and O two years ago on a weeks cruise and had thought we were just unlucky then. Sadly can’t take another chance. The Celebrity Apex itself has lovely staff and great food. I didn’t like the non balcony balcony. The whole layout of the ship is pretty odd and not as grand feeling as the solstice class ships. My main problem though is the class system. Theatre seats cordoned off upstairs for suite guests who may or may not turn up! There was almost a riot one evening when mobility impaired people were refused access! There were no port talks and a general lack of information about the destinations. The four trips we took were underwhelming. We used to enjoy guest speakers in the theatre during sea days. Really missed those as there was nothing to do except try and get away from the extra loud music on deck which was audible everywhere! Won’t be back!

Date of experience: October 4, 2024

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