Celebrity Cruises

Booked a cruise in July for March 2024 went to pay the remaining amount $ and I no Longer have MY choice room, I have NO room and a lost deposit! You should be ashamed

I found fresh blood stains on my bedsheets after attendant made bed for evening. I was repulsed and had nightmares a few nights ,and little sleep because of the blood. Ship did investigation and said cabin attendant had no cuts, and led me to believe I was to blame for bloody sheets.

Situation became worse when I was told by guest relations I would receive 20% price of cruise as onboard credit. which I useless as any compensation for bloody sheets.

I had a couple of questions and I wanted to make a partial payment. I called and was told, by computer, that the wait would be 40-50 minutes. Did I want to have a call back, yes. Left my number and name, waited 120 minutes with no call.

Called back and got the same spiel. Again, 120 minutes later no return call. I called again and waited, on hold, 60 minutes, no answer. I got up this morning and did the same, gave my number and name, its been 4 hours and no return call.

I finally made my payment but still no answers to my questions. I have been on a lot of cruises, only 2 with Celebrity, and trying to talk to someone with Celebrity has been a nightmare. It seems like once you book you can never talk to a live person again.

I still have to book my flights and I’m concerned that trying to…

In September 2022 my wife and I decided that we would book our first ever cruise holiday. This was not a decision we took lightly to achieve this experience. During this consideration my Sister and her husband also agreed the join us on this first cruise event too, making this a joint celebration.

In considering the right cruise, we consulted with friends and family who had been on a cruise holiday previously, as well as consulting with cruise travel agents, where we were advised the ‘Celebrity Cruise’ company were the best cruise line operator by far.

Based on the chosen cruise line operator, we chose our cruise and dates and ship, and then booked a travel cruise package through Cruise118 with the ‘Celebrity cruise’ company. The package that was offered by Celebrity was flights,…

I was not told this was going to be a gay cruise I am just so disgusted I am a Catholic born and raised a Catholic this was the most embarrassing thing I could have ever been on June gay pride month I want my money back

I have sent 2 emails to cec@celebrity.com and have had no responce. Her is a copy of the email.

Hi there,

Re Booking No. 4223363, Celebrity Eclipse, Mar 26-Apr 6, 2023 from Sydney.

After asking one of your staff in "Future Cruises" while on board the "Eclipse" Jan 14-Jan26, 2023 if we could book another cruise being unvaccinated. The reply was Celebrity don't require passengers to be vaccinated any longer.

At this point I fiiled in a future cruise application and placed it in the box at the doorway.

It was processed by Celebrity and sent to my travel agent noting that we had paid a deposit of $200.

We then booked a future cruise on the "Eclipse" Booking No. 4223363 from Sydney to New Zealand Mar 26-Apr 6,2023. At this time i also booked and paid for an airfare to Sydney from…

I booked a year and a half ago to Japan. They canceled my cruise saying they overbooked.

When got to our cabin refrigerator never got cold. We suffered with our room not having air, 3 times a technician came to fix our air conditioner. Very uncomfortable sleeping in sweat. Our safe had technical problems, the tech came 3 times to repair.

The shower was not draining fixed the day before we got to Tampa. During All of these uncomfortable situations our lunch dinner n activities were effected. While we were celebrating our 25yrs of our Wedding Anniversary your malfunctions on the ship ruined our Peaceful, Happy n Exciting anniversary.

Terrible experience we have cruised all over the world. We thought we’d give Celebrity Constalation a try, Big mistake you ruined our trip. If not for Margaret, Allen n Rían during our dinner who made our days easier n very pleasant.

You have for…

Telephone service I booked and then paid in full on 8 Mar for my res (4385890) on APEX 4/22/2023FLLSailing About 10 Mar- Checked your site and found my cruise page. 12 Mar Viewed site and clicked on "MY DOCUMENTS" and View and Print e'docs.

The system was unresponsive, so I called 888 751 7804 and the torture began. Calls to the site took 15-30 and my longest one today, over 2/1/2 hours before connecting to an agent. MAR 12 Assured me that the screen will respond 24-48 hours. Today -I called again. (the long call).

This time the same answer only this time, 2 to 4 days. I asked for a supervisor and waiting for over two hours. Booking directly with Celebrity not worked for us. attached a copy of my screen.

My case number is 1-63050699071 No one has called me back on this issue maybe if I call wink news may thay can get me an answer .

Our booking #6721917 on Celebrity Equinox 9 night Feb 9-Feb 18. Main complaint is with the Bus Transfer service to the Ft Lauderdale airport. WE are seasoned cruisers, 28 cruises now-- 15 of them on Celebrity.

We left the ship and collected our baggage. Had a porter with cart assist to the bus. Safeguard America Bus #55116. We were told on dock to follow the porter which we did, and were told by person on the pier that we could not follow the porter, only one of us allowed to stay with luggage, and I had to leave the line and go to the end of another long line to proceed. My wife stayed with porter and luggage. After about 5 minutes wife motioned me to get out of line and meet the porter. Porter was told he could not bring luggage to the bus, so we had to carry our luggage to the bus,…

Celebrity cruise told us that our initial deposit on a cruise we had to cancel would be applied as an on-board credit to another cruise. They then refused to give that credit. They are liars....

Total havac at boarding, from delay. shoving, walking on bumping into, almost falling.. on my back, boarding. I'm handicap. we paid for valet. Upon finally at unloading employees that assisted with bags to inside ck in asking for money to show appreciation was their words.

Saying that would be last time seeing them. a roach in bathroom sent me to anxiety. flushed it. Always watching for more. Tv wouldn't work x 3 requests to room Refrigerator needed refrigerant or replaced not cooling at all! Everything warm in it entire Cruise.

Reportedx4 times to attendant Two towels given to us looked to be dirty spots on them.. looked like bowel. Gave to stateroom attendant and told of dirty. Apologies and replaced. Skeptical of all…

I've travelled in the Celebrity Millennium at the end of Jan 23. I had a very small but unexpected charge after I got off the ship. A mini bar payment I’ve never asked for. It’s incredible this unfaithful behavior. Moreover the cruise members were harassing to get extra cash tips, although the 20% service charge was already included (not 10% or 15%!!!) What a pity.

Apart from the wonderful and exciting concerts and music, for this I must say that was our first but very last trip with celebrity cruises.

I’m quite disappointed.

Regards.

No kids arcade/wifi room as stated, missed three ports, ran out of Jaegermeister, ran out of mango fruit juice for cocktails, I paid for the. Top drinks package c 4 and they ran out, of what I drink, my daughter and I caught influenza 5 days into cruise, lost four days because of it.

Bar staff weren’t friendly, top shelf wasn’t given forever telling them we put chaser the top package, my fourth cruise and this was not a good cruise. Very disappointed.

My wife and I took a celebrity cruise on Dec 11, 2022 on the Mexican Rivera. We booked an excursion to Cabo for 12/12. We considered it a total ripoff and waste of time and about $100 for the two of us.

I consisted of a bus ride with scenery of a hotel,a beach and some barren land. We ended up at a destination with a few overpriced souvenir shops to where we were left on our own for one hour. We could have seen everything in 15 minutes.

Then we returned to the ship. The guide was a nice gentleman and spoke about Cabo to and from our destination. Others beside myself complained about the “trip” and it’s misrepresentation. I’ve been on this cruse three time and this was very disappointing if not embarrassing. Wouldn’t do this again!

We traveled on the Constellation 6917875 from November 21 to December 2, 2022. This was to be a special Thanksgiving cruise. From day one the dining room experience was awful. My wife asked for coffee three times (before, during and after dinner) and she finally got her coffee after dessert.

This happened the first three days. The food was subpar at best. The Thanksgiving dinner looked like pressed turkey from a TV dinner, watered down gravy, 4 small cubes of what was supposed to be sweet potatoes, and what looked like stove top stuffing. We expressed our displeasure. Dessert wasn't any better.

We ended up going to the Buffett on deck 10 for dinner for the rest of the cruise. The desserts were awful. One act - the violinist that played twice was excellent - the rest of the entertainment…

We filed an emailed claim for a refund cruise we were not allowed to take. That cruise finished 44 days ago. Have had no response from the company other than a machine generated ackowlegement of receipt.

We were on a B2B cruise and caught covid on the first leg. As a consequence we were not allowed to finish the second leg and had to complete isolation on shore and find our own way home.

Preparing for an upcoming cruise on Celebrity Edge. Booking # 4438422, Southern Caribbean, 12/12/2022. Suite 10142 Sky Suite.

Celebrity cruise planner is Beatriz Cura. Both husband and myself have made several attempts to contact her since July 2022. Left messages every time. Beatriz has been unresponsive, never returning a call.

As a consumer, we have many choices for cruising. If this is an induction of what to expect on our cruise it will be our last with Celebrity. Carolyne Baker 210.380.1700

For the second time a voyage on the Celebrity Beyond ,the first time we had two cabins at the aqua class and is was perfect ,we spend over 3000,-$ ! Now from 26 oktober 2022 we stayed in two Cabins on deck12 and its a nightmare, we cant sleep of the noise above us and we hate the Cruise director for the horrible loud Music. Stil at 11:30 pm!

The Beyond is not fully booked and we are Elite passangers and still the give us these horror cabins. The guest relations tell us that the Laud Music stops at eleven Pim but now at 23:46 it still goes on with heavy basses it feels that we have a bed in the middle of a disco !

No answer to following e-mail: I understand Italy Boarding requirements: For all sailings 10 nights or longer, guests ages 12 and older must present a negative COVID-19 test result from a test taken within 3 days prior to boarding. Test results from any commercially available Rapid Antigen Test (RAT), including self-tests, will be accepted. Tests do not have to be supervised or proctored. Test results may be presented as a printout, screenshot or photo of the test result or the actual test. Antibody tests are not accepted.

However your website says for passengers visiting Greece: For all sailings visiting Greece, self-tests will not be accepted. Guests who are required to test must complete a supervised COVID-19 test from either an antigen test result taken within 48 hours prior to…

Overcharged once we had paid in full. When we had left the ship, without any agreement from me, in excess of more than a further 1500 was taken from my account. This then incurred big bank charges.

This is a cruise to Alaska on Celebrity Solstice sept 2-9 2022. This cruise was booked in Nov 2021 and was a Black Friday promotion. This was booked through the celebrity web site. The sale was half off second guests and included drinks tip and Wi-Fi. During the book the site had an option to add law enforcement or military. Being law enforcement I added this option and the. Continues on with the booking. I paid the price by the required time and waited for the day to come. Fast forward to the day of boarding.

We received our room key which is also what you use for drinks. My wife goes to get us drinks and is rudely told by the bartend that she has no drink package and needs to add a credit card to the account. Very embarrassing to her. Believing there’s just been an error I stand I. The…

On 2 occasions I was told a Supervisor would call me regarding the dissatisfaction with the change of my flights booked by Celebrity travel, l have yet to get a call. Nancy Clarkson

Worse customer service. The customer service phone line is a joke. I called the number on my booking to make after cruise transfer plans. After 1 hr and 52 min hold, they disconnect the call. Never spoke with a human.

I would accept this to be an exception, but this is the 3rd time this has happened. After spending almost $10,000 on a cruise, you would expect to be able to get a human on the phone.

Utterly horrible customer service. I have had to repeat myself multiple times over and over. They speak english but apparently don't understand english. Where do they find these people and why are they not training them!!! OMG it's beyond deplorable.

Hi

Im just back from my Honeymoon which was on the celebrity Equinox sailing from fort lauderdale on 21/05/22 for 8 nights around the Caribbean ,

when i got home i realized that celebrity took 4 more transactions from both my revolut Euro account and my Irish Euro current account ,

One for €789.06 on the 29/05 @ 1am & another for €488.14 @ 1 am on 29/05 , ( this was on my revolut US dollar account ) then celebrity charged me €307 & another €22.07 on my Irish current account with PTSB . this is an overcharge of €1,606.27 which might not be much to you but its massive to myself due to my income !.

ive emailed twice and called 4 times and i finally got through this morning and spoke to Roy where i was told i have to wait a further 7 days and to call back again to query the bills which i…

I have not left yet on my cruise, so I am not complaining about the cruise itself. Hopefully that experience will erase the nightmare of setting up excursions and dining. I am currently on hold ( 48 minutes ) after speaking to someone for 20 minutes.

Last night after 97 minutes on a call I had to get off the phone and still not resolved, and here I am again. Our Cruise person we booked with does not answer emails or phone calls. the process of booking is outrageous and unless the cruise itself is sensational I will never book another celebrity cruise.

We are three couples trying to book dining together and can not be done using credits so that in itself is ridiculous. I PAID cash and it has been taken out of my account but the reservation not showing up.

Then we got cancelations on our…

Am going on Silhouette from Southampton res. number 7400352 +and i understand the the ship is not providing covit test to return to US. I leave directly from ship to Airport . No time to get one somewhere else. Seabourn cruises provide for there guest.

Why is this line not doing the same. I am 85 so is my husband . Have a hard time with doing computer will have to take test with me, and pray i can do it. This may be my last cruise after the one in Dec.

I have been a loyal customer but that does not go very far any more. Why i am at it how about getting some different ports. Stop the down hill slide. com

I was trying to reach a CS Specialist who was helping my family with some problems created by Flights by Celebrity. Today when finally getting the Corporate number, (after sorting through numerous numbers & call center sales agents) you cannot AGAIN reach a person.

This cruise line makes it impossible to find a Manager or someone w/authority. This is not My first try. I only got help after reaching out to Michael Bayley. How awful that you cannot reach any one in the Corporate level.

I was trying to reach Jordan Johnson who had called my brother & I, but was not successful you cannot even leave a message for the operator her mailbox is full. This is our first Celebrity Cruise coming up and I am not impressed quite the opposite, very DISGUSTED at the Lack of Professionalism & follow…

Customer service appalling. I made a booking online (US website) Had to cancel due to covid. No-one can help - no one can tell me if my money can be transferred to a cruise 2 weeks later. Love celebrity cruises but customer service would probably put me off from booking again !

I have reservations for 8 on your Alaska cruise out of Seattle on 29 July. Reservation # 8101318, I have the reservation numbers for the other 7 guests, if you need them. I booked the cruise through your representation, Becky Bathke, and she was excellent….very responsive.

When Beckey moved to another position, I was assigned to Andrew Tamson, who has not responded to at least 4 attempts to reach him. I also requested help from the Celebrity Engagement Center over a week ago, with again no response. I am really not use to this type of service from Celebrity. I anticipate I will be investing about $40k for this trip and expected a more responsive and less stressful experience.

Can you assist me? At a minimum, please assign to me capable representative. Thanks

Gary

Gary OShaughnessy Maj…

99 on reflection leaving 5/23/22 from Rome. I made reservations on line more than 2 months ago but received email yesterday stating payment is needed since my onboard credit disappeared. I had until 3/15/22 to pay. I called celebrity 3/12 and the person deleted my reservation.

We sail with celebrity often and am very disappointed to lose this reservation since booking is no longer available. I feel my reservation would be there until the 3/15 payday except this incompetent person removed my reservation. If there is anything that can be done to rectify this mistake, we would appreciate it greatly.

Sincerely Betty Dong # 9838438

I was promised a refund for a cancelled cruise on 6/8/2021 in thirty days. I called customer service on 8/6/2021 as I had not received anything. I was promised a full refund to appear in fifteen days on my credit card.

On 8/14/2021 I received a one half refund of the total. what kind of creative bookkeeping is this? I was forced to cancel because the line had moved the departure date up two weeks. I will never book another cruise with these people.

as today my call was accompanied by a rooster crowing in the background.

I was very uncomfortable during my cruise due to 2 guests girls, very foul mouths and actions. Very improper bathing suits, making Sexual advance to guests in the elevator, smoking pot in there room and throughout the ship. There was a daily issue with security involving both of them at the pool and various places on the ship.

I was very surprised that they were not taken off the ship on the first stop and other guests were also surprised as well. For an upscale ship I thought I was in a strip club when at the pool.

I have credit due to cancelations and I'm very sorry to say that after my Italy cruise with your cruise line, I will not cruise your ships again. I am also going to have my travel agent file a complaint also.

This cruise was on the Edge leaving Fort Lauderdale July 10…

00 back to my credit card, I am so upset because they changed to add more times to refund to my credit card, I have to pay the Celebrity…

I used 10 $100 gift cards as payment on a cruise that was cancelled. I have been trying to get my money for months. Worst customer service EVER. With promises to call or follow up which was not done. I have been on hold for a while and when I finally got someone the call would drop.

This happened 3 times in 1 day. I started telling the rep my phone number to call me back if we got disconnected. The rep did not call back. I have been on the phone hours trying to resolve this.

I have talked to several people that have been somewat helpful but still dont know where my money is. I only booked this cruise because I was given these gift cards. But will NEVER cruise with Celebrity again. Part of the money 840 was posted to a visa card ending I 1363.

I was told to contact my bank. I do not have…

We booked a cruise in September 2019 for June of 2020, and canceled it in March of 2020 because of the pandemic. We have asked repeatedly for a refund of the $500 which they withheld when they return the balance of our payment, saying that they would give us a ship credit against another Cruise.

We now find that we are not going to be able to cruise in the future because of my health concerns, and I have asked repeatedly for the return of the $500. They have refunded Cruise payments on the cruises they canceled to other people, but not to us.

They keep saying it's not refundable! They canceled the cruise! They also took taxpayer money as a bailout, so I guess they get to make out all the way around!

My wife and I sailed from Miami to Nassau and back from March 5 - March 9, 2020 on the Celebrity Infinity. We occupied state room 7091.

While restaurant staff, maintenance staff, and housekeeping staff provided courteous and excellent service; to a person the members of your guest relations and WI-FI departments were stand-offish, aloof and unwilling to be of help during all of the encounters I had with them.

Members of the pre-cruise staff were equally unresponsive and uncaring. We received none of the promised pre boarding luggage tags, directions of how to travel from Miami International Airport to the Marriott hotel or from the hotel to the pier. The fact that we made any connection was a miracle. Boarding the ship was a miserable experience. No one offered to help us with our…

20th>Dec6th: aboard Eclipse. The guest relations were good to a point. the shore excursions crew came across as INEXPERIENCED. my first complaint is the tendering into Cabo San Lucas: our shore excursion was set for 1pm & 8th tender: it was an hr between tenders but we were there early to get off at 8:45.

we didn't get the tender till 2:30 pm and missed our excursion. We were re reimbursed with a specialty dinner at L'petite Chef. The steak & lobster was good Docked so casino was closed; bars closed; according to my Niece but the chicken which I was told was juicy was drier than a _____ on a sandbar. It was inedible. was very disappointed.

The next issue was the cancellation of our tour of Santiago with a drop at the airport. Again we got an option to stay on the ship until 3pm which we…

I have written a letter and I am unsure who to send this to, but I have celiac disease and I eat at Blu restaurant. I was mistakenly given the incorrect meal and was exposed to a meal full of gluten and spent the last week of the cruise in my room sick. I would like to send this letter explaining the situation

We cruised on the Celebrity Infinity on Feb 19th from Ft Lauderdale to Key West and Bahamas Though the cruise on the whole was very nice (especially the treatment that we received from Nelson in the Trinity Restaurant, the experience I had in the casino and at the front des destroyed any positive comments that I could make.

In short - I asked if you were hosting a texas hold-um game and a very rude gentlemen said to come back at 10 and if I got a seat at 10pm it was a cash game with a minimum $200 buy in. I blew it off and played the first night but didn't play the second night as I didn't like the 200 dollar minimum buy-in (heavy handers went all in a lot and

200 on the table is difficult with those type of players) and I didn't like the guys attitude My husband and I played other games…

I previously voiced the following in the online survey with no response. On the 30th august this year my son and I went on a 12-night Iberian cruise on the Eclipse. My sons first and my fifth with Celebrity which I have always advocated as being top of the shelf in cruise liners however sad to say no longer.

The service was appalling in the Sunset bar at one point I had waited over ten minutes for service at the sunset bar I was told not so politely I was in a blind spot REALLY, Pool area never once had service I did not have to go to the bar for, Oceanview bar very ordinary and plenty of attitude.

To finish off I witnessed a dispute between two staff members at the bar in the buffet area while I and several others waited to be served. Dining room service was exceptional as was our room…

My name is Keisha McKenzie, and I just returned from my vacation on the Celebrity Summit on Oct 21-26.

I have been traveling with Celebrity for a few years now and have enjoyed my trips, have met some wonderful crew members who go above and beyond for me to enjoy my time. But, this years trip was not the best experience for me.

I boarded the ship excited, energized and ready to relax after a 10 months wait for my trip. Unfortunately, my trip started off a bit rocky, my luggage did not make it to my room and I had to chase it down hours later only to discover it was sitting in the lower level of the ship, with no call or communication from anyone alerting me as to where my luggage was located. I had my medication in the bag and need to take it at a certain time. No one cared enough to…

We are booked (reservation number #6386583), last name Takx, November 30 sailing o/b MS Celebrity Silhouette, departing Ft. Lauderdale, Florida. We look forward to our first cruise on a Celebrity ship, we have cruised with other lines before.

We are assigned cabin #6150 at this time. However, that is very close to the elevators and we would respectfully request a cabin not close to the elevator? Please consider moving us to a veranda cabin away from the elevator?

This the response we received after three attempts to get the cabin assignment changed:

Thank you for replying to me in regards to your Celebrity Silhouette sailing.

Although I understand your displeasure with the response, I am empowered to handle this inquiry and have been given the tools necessary to make a decision based…

I intentionally booked it this time of year for greater daylight hours. Despite perfect weather captain traveled ENTIRE inside passage AT Night. I Stayed up late and got up early to see part of it without success. I spoke with members of the crew at the coffee bar and they confirmed they traveled it in the dark.

Another Celebrity ship came into Ketchecan after us so perhaps it was cheeper to travel at night for us. Its like going to see a movie and they make you sit in the dark with out turning it on. The next morning I voiced my complaint on board with Nancy Reitenspiess and Bettina at the Guest Relations Office who said they would register my complaint and someone from the company would get back to me when I got home August 2nd(NEVER HAPPENED) There was NOTHING they could or would do…

When we picked up our suitcases at the port, we had to catch a plane and we noticed that one of our suitcases was not rolling correctly. When we got in the taxi we noticed a big CUT on the bottom, big enough to put your hand through.

We were already in the taxi and couldn't go back to place a written complain. I just called Celebrity and they told me that there's NOTHING they can do because I didn't file a claim which it was impossible for us to do at that time. See pictures attached.

We always have recommended Celebrity to our friends and family for your customer service and quality of your ships. We just returned on July 8th. I need an answer from somebody at Celebrity that cares even a little bit. Thank you. Elizabeth Cirocco

My wife and I, are booked for the 15 night Chile & Argentina cruise leaving Chile on the 8th of December (res 0624581). My wife offered me this as my 70th birthday present (8 December).. We have cruised with celebrity twice before after having been dissatisfied with another cruise line. Now, we are greatly disappointed with the treatment we are receiving from Celebrity.

This arises from your notice of a change of departure port from Valparaiso to San Antonio. As we were looking for a stress free experience, we decided to stay a few days in Santiago and 2 nights in Valparaiso. We were within walking distance to the port. The hotels have all been booked and are non-refundable. Transportation to Valparaisoiwas also booked.

We called Celebrity Customer Service and the agent displayed no…

I have purchased the dining packages immediately upon embarking on the ship many times on previous cruises, always being told that there are no tables (2 people) available between approximately 6 - 8 pm. Recently I received a marketing email from Celebrity to purchase the dining package 2 months prior to our upcoming cruise and I booked a package hoping to be able to make a reservation in the specific restaurants that my wife and I enjoy.

I found out that I could not make the reservation in the particular restaurants until I embark on the ship. I called Celebrity to file a complaint about this lack of a client satisfaction feature and questioned why would I book this and pay for the package in advance when there was no cost savings and would not be beneficial to my needs.

When I spoke to…

We were lied to and harassed on the boat about a drink package we lead to believe that sodas and water would be clouded that was not the case. Plus we got home and there was an additional 601 dollars on our checking account so now we are severely over drafted in our checking account with no way to by good or drinks so thank you celeberty cruise by the worse vaction of our marriage.