I've noticed a lot of negative comments about Celebrity's customer service but back in 2000 we got a very good response to what I think was a legitimate complaint. We booked an inside cat. on the bottom deck of the Horizon. When we checked in, we were informed that we had been "upgraded" one cat. Good news, right? Hardly. It turned out to be the upgrade from hell. We were moved up one deck midship DIRECTLY under the galley! Noise was really horrendous-trolleys rolling across the floor at all hours, dishwashers running. The only lull was between 2 a.m. and 4 a.m. After the first night, we asked to be moved back to our original cabin but apparently it was occupied by someone in a group?? After the second night, we asked for another cabin,anywhere as long as we could get some sleep. The ship was fully booked. There was a TA in the cabin next to us and she could not believe the racket. We ended up napping a lot during the day! We made a point of going to customer service every day to register our complaint even though we knew we wouldn't be moved. As soon as we got home, we wrote to Celebrity and explained the problem in detail. Within a month, we received a letter of apology plus a credit of $750 per person on our next cruise which was close to a complete refund!. We applied it to a cruise on the Summit the following year and booked our first outside cabin. All in all, not a bad outcome.