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Old December 7th, 2008, 07:18 PM
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Default Unhappy with Celebrity

I have just returned from a 4 night cruise on celebrity infinity. I have taken 3 previous cruises on HAL and loved them. I wanted to try a different line just to add a little variety. I had heard great things about celebrity. Never again.

We sailed out of Ft. Lauderdale. We drove from Tampa. Though this is not Celebrity's fault, I found Port Everglades very disorganized with little direction or parking. The Infinity left 45 minutes late which should have clued me into the problems to come. I found the ship to be very nicely decorated however the art was not to my taste exactly. The food was not half as good as HAL. I did not eat in the main dining room, but the buffet was awful. Thirty percent of the cups and plates were dirty. The orange juice was brownish in color. Butter could not be found anywhere. The ice cream was not frozen and was melted throughout the trip. The list goes on and on with the food problems.

We sailed to Key West. Luckily I love Key West because we were going to be there a while. We spent the day looking around and enjoying. We had to be back on board at 1:45 pm. About 2 hours after our scheduled sail time the captain said we were delayed by technical problems. About 7pm the captain announced the trouble was with the software that operated the engines and the software company would be comming to fix it around 9PM. We were going to spend the night there and cancel our port in Cozumel and instead go to Nassua. We were to be reimbursed $120 per stateroom. We could go back to Key West until 2 am if we wished. We didn't go back because it was dark by that time and we were tired. There wasn't too much scheduled for entainment at this time because as you cruisers know they want you to spend money in the shops and gambling which we could not do while in port.

We woke up still in Key West. No announcements were made about what was going on. We looked outside and noticed the transport trolley pulling up to the ship. We guessed we would be here a while. Later in the morning the captain announced guests could go ashore if they wanted and we should be back on the ship by 1:45 pm. No mention of the pending repair status was made. So we went to Key West and enjoyed another day. The trolley guide was better informed than we were because he said we may be staying longer and we should check back with them before returning to the ship.

We returned to the ship on time. The captain announced the repairs were complete and we would sail to Nassua. So we had 2 days in Key West, no sea days, and 1 day in Nassua.

I had never been to Nassua before and I will never go again. If you like breathing in car emissions while buying perfume, Gucci, and alcohol from crumbling store fronts then this port is for you! I don't know what they spend the cruise ship money on, but it is not spent on infrastructure or the wellbeing of the local people. You can also book a shore excursion to go to a resort hotel's beach for $89. Oh wow!

On the last day, the toliets broke in our room. There was no hot water in the shower. We were not given a comment card. When my mother asked guest services for a comment card they would not give her one because they said we should have already received one in our stateroom. The coffee was undrinkable. Again the food was awful. The ship had construction "stuff" lying around. We never saw a member of the actual crew. There were no nice touches like fruit in the room, pillow top matresses, and popcorn at the theater. The staff were not as nice as on HAL. There were no disembarkation instructions. We did not know we were supposed to wait somewhere specific to be called. If I had not cruised before I would be lost.

Later we found out that this was Infinity's first cruise after being in dry dock. The ship had been cut apart and the engine replaced. Thus the software problems.

I am going back to HAL.

Likes-the aquaspa area and the friendly entertainment staff
Dislikes-everything else

I am writing this review because I was not allowed to have a comment card on the ship.
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Old December 8th, 2008, 12:08 PM
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Sounds like a tough cruise without a doubt. I just returned from Solstice and while I also like Holland America a great deal, I think most people will say the food is better on Celebrity, especially in the dining room.

I don't blame you for being upset about the ports. It is frustrating when a ship cannot open the casino and shops because they are stuck in port. I hope they scheduled extra onboard activities to make up for the fact that they were not going anywhere.

Oddly, while we were docked in San Juan Solstice was allowed to open the Casino. I assume it is because gambling is legal there and they agreed to share the revenue with the local govt. I did notice they charged sales tax on everything while we were in port.
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Old December 8th, 2008, 02:14 PM
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Default We were on that horrible cruise too!


Dec 3, 2008 Infinity cruise to Key West and Cozumel...

This cruise was a TOTAL, unorganized disaster. Onboard, it was being referred to as the "cruise from hell".
Here is what WE alone encountered...
We requested a shower chair to be put in our room. It was not, and when the attendant got one, it was not a shower chair, with the holes in it, but some type of marble topped small end table of some kind, with a crack in the corner. I showered on an end table. We then got to miss out on the sail away party, with a drink in our hand, something we always do, because the ship was behind in leaving dock, forcing us to skip the sail away so we could make dinner on time, in the main seating. We later that night, after midnight, at a slower hour, ordered room service. After 45 minutes, we got it, complete with missing parts to the sandwiches, cookies totally missing, and something we didn't even order. The fries were lukewarm. He took it back and ANOTHER 45 minutes later, it again came back. This time, the sandwiches were complete but wrong cookies and the fries were ice cold ,probably the original ones). We called and were told "they didn't make choc. chip cookies today." They could have told us that an hour and a half ago. At least if they couldn't call the room when they got the order, then have the delivery guy tell us when he arrived. So, and hour and a half later we ate, WITH the ice cold fries.
Trying to get a cofee/tea mug in the buffet area was impossibe. They were not available. When we asked for one, we got a blank look, and she eventually returned with a few, for the whole boat. The ice machines weren't working either, and they resorted to putting ice in a container with a scooper, when they DID get around to doing that.
Our attendant was good with tidying up, however, he must only look at the champagne bucket only once a day on all his trips, as our champagne would go warm many times. We had brought onboard some stoppers for its top, and after the bubbly got warm, again, as my husband was talking to me about all the problems, leaning against the wall, the stopper blew off the bottle from the pressure of the warm bubbles and missed his eyes by about a foot! We were not kept with a supply of ice.
This is the first time ever we have not had a picture from a cruise. The one picture we did like, at the dinner table, was very digital looking and blurred. The others of ours were clear, except this one that we would have bought.
The buffet was a horrendous, chaotic joke. There were many people clearing plates, but not one person making sure the lines were orderly, or even heading in one direction. When you hit the backwards pasta line from the previous food section, you ended up at the FRONT of people already waiting, so you have to leave the line, then go around the other end of the pasta line. Nothing flowed, and my husband ended up getting shoved. When we attempted to give room service another try for breakfast, we put down 8:30-9:00. I called at 9:05 to see IF it was coming, as we were planning to do a trivia game in one of the rooms, and was on hold for 15 minutes. The order came as I was on the phone, missing items, and barely warm. At this point we had the assistant housekeeper come to our room. He had the food done again, hotter this time, but still missing items, We were told AFTER we found him by guest services after we ate that it was missing canadian bacon and chicken sausage. He said "it wasn't put on the boat." BUT, when we tried the buffet again, lo and behold, there it was. A whole canadian piece, being carved.
?????!!!!!
The shower water started out very brown.
The last night was supposed to have "gourmet bites" in the cova cafe from 11:30-12:30am. There was NOTHING. We were told from a bartender that they were getting new crews tommorrow, so they were all cleaning up early. I guess at OUR expense. We had to use room service once again. We order a simple chicken sandwich and a soup. The soup was hot, fries warmish, again, AND it took an HOUR AND A HALF to get it, ordering it at approx. 12:30 and not seeing it until 2 am!
When I booked, we were told that we get special invites to VIP events. Never got any. Also were told Celebrity doesn't even do the towel animals anymore, something we love and look forward to. The 4 and 5 night cruises, we were told by the guest relations manager, don't have a lobster night, and don't even get the last night waiter extravaganza. (like the baked alaska parade, etc). It was like it was drilled into us that the 4 and 5 nighters don't matter, or really count. It's not worth their time to put forth the extra effort.
The communication between themselves AND the guests was also unacceptable. The public areas were very cold (a/c), especially the martini bar and one gentleman asked the bartender if it had to be THIS cold on the boat, and was pretty much ignored by the staff with no one getting an answer for him. Whenever you asked questions, the "go to" response was "I don't know". Not "I'll find out for you." Some didn't even know WHERE certain rooms or events were! The staff!
Rooms where events were supposed to happen would change. No one would make an announcement on the intercom for the passengers so we could BE there. Also most things were always being delayed.
We went to attend an anniversary/honeymoon party. When we all got there, a female staffer informed us, when we saw just champagne or mimosas being offered and no food at all for this "party", that "usually there's a cake for you guys, but we're going to see if we can do this again tommorrow. Watch the daily to check." And it was cancelled. Everyone except us and 2 other couples left at that point. Lo and behold, a few minutes later, they walk in with the cake, that no one but the stragglers got to even eat, because we were just told that there WAS no cake for that day, so everyone left.
Ater having my 10th anniversary burned into my mind with so many horrible memories, I cannot get it back. They gave us a partial refund of 250 for the cozumel part being cancelled, due to the ship not being able to steer, but they really need to refund our money. We did not get what was told to us OR advertised as part of services. Communication and service was disgusting.
The guest relations manager did apply a 150 credit back to our card for the many assorted problems, but it is not nearly enough, since AFTER that, we had the additional room service fiasco, AND were stuck in the cinema to disembark, when we were told by the staff that concierge gets a nice room for disembarkation, where we get coffee or tea. We got nothing. They eventually came with SOME kind of info that we were delayed leaving the boat, what a surprise!
This boat severely lacks communication, guest services, and does NOT treat their guests with the "celebrity" status they tote around in their advertising. We all seemed like more of a bother than anything, a nuisance.
I know a LOT of people are annoyed and madder than hell about wasting their hard earned money. The right thing to do here is give total refunds to all who are taking the time to complain.
We also had a problem when the 6 tiny hors devours came to the room. We let them know on the first day, that we didn't eat seafood. He noted it and said he will tell them. We got nothing in it's place the first day. The second day, the steward comes in with shrimp.
???!!!!
We told him and he said the day guy, Vascio hadn't relayed that message to him. He saw that I was on the verge of tears at that point, apologised, and later came back with some veggies with some sprouts and sauces on it, which we didn't touch either. We had told Vascio the FIRST night that plain cheese and crackers or little pieces of ham would be absolutely fine. Instead of the salmon. There was no reason that for the first 2 days, we had to have NOTHING with the hors devoures that we eat. This was an "extra" for concierge, which we lost out on, no matter HOW small they were.
The chicken saltimobocca in the dining room was passable in flavor, but portions were VERY small. This is the first cruise we have ever been on where it was so tiny. The prime rib that went by was a good portion, and we expected that anything ordered in the main course would be an acceptable size.
My frangipani $29 scalp massage was comped, but I really think even THAT should be refunded, as this girl who did it put so much oil in my hair that I literally looked like I JUST got out of a shower. I've had head massages before, and I've had oil, but I have NEVER seen THAT much oil be put on your head before. My husband looked shocked when he saw me whan I came out into the waiting area. We went back to the room, as I was embarrassed to be seen with such greasy hair, and tried TWICE to shampoo out the mess. After the second time, and still having some on it, I HAD to just try to blow dry the best I could, being we would have missed something we needed to be at. So, with oil in tow, I left the room with very flat greasy hair. That should be refunded because a bad service was comped, so I still didn't really get anything acceptable for that. If I would have PAID for it, I would have been demanding a refund. If we would have had the specialty restaurant dinner as a "comp" and we got food poisoning, would THAT be considered "taken care of"? This is the equivelent in hair services.
Cozumel was cancelled due to the steering problem, which was the one reason we were going on this cruise in the first place. Giving us all a small partial refund is more of a slap in the face. It is sending the message that it is being trivialized, because if the magnitude of the problems REALLY were realized, the company should be RUNNING to its customers, offering full refunds with a HEARTFELT apology. In a time of such economic instability, they should be HAPPY there are still some people out there WILLING to spend their money with them, when money is so tight right now, and companies are falling every time you blink an eye. Their company could be next, especially if this is the service it provides.
I do not EVER want to see a Celebrity ship again. The company should be willing to bite the bullet when they screw up royally.
Steer clear of them!
(hubby was the one wearing the lit up santa hat!)
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Old December 8th, 2008, 07:50 PM
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I have to say that things sure were not up to snuff, for Celebrity, and I am suprised by the crews responces, and lack of customer service.

The thing that every cruiser has to be aware of, as I am sure you are, is that no port can be guarenteed. Weather, and the problems that you encountered just prove the fine print in the brochure.. My first cruise, which I booked to go to St Maarten, cancelled that port, due to stabalizer problems. We got no credit, so, I feel they made a good faith credit to you.

I did have a few isues on my last Celebrity cruise, but, honestly, I will sail them again...I had more issues on HAL, but, I bet I will be back on them one day.

Every cruise line does have issues that happen, and thankfully they are far and few between..I am sorry your cruise was less than you expected.
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Old December 9th, 2008, 09:56 AM
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Default Yes but...

I understand that weather, unforeseen mechanical problems, civil unrest and other acts of God may cause a port visit to be substituted. However, when the engine is replaced and not properly tested before scheduling a cruise and it breaks down that is the cruiseline's fault. I doubt they will compensate me further if I complain, but the point is they should. A cruise from Fort Lauderdale to Key West for 2 days to Nassua is not worth as much as a cruise from Ft Lauderdale to Key West to Cozumel with one full sea day. That is called bait and switch my friends. Also I think all the other problems on the ship should be taken into account. By the way I remember the Christmas hat guy! All of her complaints were also true, I just didn't have time to write them all down myself. It was so cold on that ship!

I know on the celebrity board you all like celebrity. I am just saying that my personal experience with celebrity on this cruise was awful.
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Old December 9th, 2008, 11:56 AM
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Sorry, this was not bait and switch..your cruise contract does not guarentee ports....how could they? You cruised, they missed a port, they gave you a credit...as I said, more then I got, and many more, you can be sure. I think your issues onboard, and lack of customer service, would be a more agregious issue......jmho
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Old December 9th, 2008, 12:22 PM
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My shipmate is correct though, that yes, they can't guarantee a port, BUT they JUST were in dry dock for 18 days, putting the engine in the boat. It breaks down the VERY first cruise back? Should have been checked. We were the "guinea pig test cruise" when we shouldn't have been.
I'm disappointed in the missed port, but my issue is that they DID promise all these extras for concierge class, and once you are on the boat, you don't get all that is stated. That IS bait and switch. It seemed like they didn't care about the smaller trips, when each passenger should be treated with respect. And the ship was VERY poorly organized, at OUR expense. You really can't judge what happened on our boat unless you were on it and experienced that specific cruise. They also broadcasted food in certain places at certain times(in their daily bulletin), and there was nothing.
There was a woman in the spa I overheard complaining that the spa manager was supposed to call her the day before, and never did.
Hopefully we will hear back...I was told by an agent that once more than 50 percent complain, that sometimes the cruise line will make a shipwide decision to furthur reimburse. I can guarantee that there are MANY who will never return.
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Old December 9th, 2008, 01:37 PM
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The customer service issues and what you did not get, are the probelmes that would have irritated me too...I sympathize with you on those points, because I think my limit would have been pushed too...That's where they dropped the ball.

No comment cards is a customer service slap in the face...I agree the list of things that went wrong is appalling, and should be addressed.

My point being, in my previous posts, realtive to the port though is, something all cruisers deal with once in a while....continuous problems with service and getting answers is another story.
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Old December 9th, 2008, 03:11 PM
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Unfortunately everything being said about this cruise on the Infinity is true. I didn't even care about the port change. I had fun in Key West and Nassau and I was glad to get off of the ship for awhile. Here is some of my experiences.

The first morning at breakfast in the buffet was a zoo. We arrived at 9 am and I got in the omelet line. It took 20 minutes to reach the front only to find out they were out of ham. The guy in front of me asked when they would get more and we were told it would be at least 10 more minutes. We skipped the ham. My husband thought it would be quicker to go through the pre-cooked line but they were out of scrambled eggs there. When we finally got our food we had to go on a search for some coffee. They were out of it in all the stations. There weren't any clean mugs either. What an ordeal! The next morning we tried the dining room. We each ordered poached eggs and hash browns. My husband ordered ham while I chose bacon. He was given orange juice instead of the tomato he asked for. Then the waitress brought me my poached eggs and nothing else. A few minutes later she brought my husband some poached eggs and nothing else. We figured she would come back but she didn't. We finally flagged her down and asked about the rest of our breakfast. She got a stricken look on her face and said she forgot. She dashed back to the kitchen only to come back with 2 small pieces of ham for my husband. She didn't have the rest of my meal. At this point I was just tired of the struggle and gave up. I ended up needing to buy lunch in Nassau because I was hungry.

Dinner every night was a marathon. We sat with dirty plates in front of us much too long in between courses. On the last night everyone in our area was served salty water. The waiters quickly gathered up the glasses and told us we coudn't drink the tea either because it came from the same pipes. They did provide us with a glass of Evian water then.


On the last morning at breakfast there was an older fellow yelling at a Asst. Maitre d' about the horrible treatment we had all received. When he didn't like how the Asst Maitre d' responded he said "That's Baloney" while walking off. The Maitre 'd yelled "Baloney to you too, Sir!" right in front of all of us standing there. I understood his frustration but it wasn't the most professional thing for someone in his postion to do.

I am sorry to say that this is only a very small sample of incidents but there are simple too many to list. I have been on over 20 cruises and I have never experienced anything like this. I have to believe that this was not the normal Celebrity experience but like someone else said we were nothing but guinea pigs for this cruise. It was such a disappointment. I booked this cruise a year ago and had really looked forward to it. I feel like my vacation time and money were wasted with Celebrity.
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Old December 9th, 2008, 03:34 PM
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We were also on the same 4 night cruise out of Ft. Lauderdale and had the same experiences as those previously described by the other posters. We have cruised with Celebrity several times and find that it has changed over the past few years. Many of the niceties that people choosing Celebrity want are now lacking and that 'cut above' experience is now less than ordinary.
We used to have wonderful memories of the dining room food, but not so with this cruise. Portions were small and the meals were lukewarm. We did have a wonderful waiter and asst. waiter and they did work hard to please and we certainly appreciated their efforts.
The buffet area was iffy. Portions were small and nothing special. Pizza at the pizza station was lukewarm to the point that the cheese was hardened. The pasta station that had wonderful sauces now seemed to serve a watered down offerings.
Coffee and cups could be hard to find and it wasn't unusual to see dirty dishes left on tables.
Our cabin was fine except for the mildew in the bathroom.
We did have a good time at the ports and enjoyed the extra time in Key West.
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Old December 9th, 2008, 09:30 PM
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Default Dec 3, 2008 Celebrity Infinity Cruise from Hell

My husband and I are cracking up reading these posts because we lived many of the stories. The cruise really was a disaster and it is all verified here. Yes, we also remember the guy with the Christmas hat. And we are just finding out now why the water tasted so bad, except they let us drink the tea in place of the ice water we sent back. If I'm sick later I'll be calling Celebrity! Here is our review:

The December 3, 2008 sailing to Key West and Cozumel was our first cruise ever. We really had few expectations , and unfortunately few were met in return! It started out great with a nice balcony room, bigger than I had anticipated, and well laid out. The buffet lunch was not very good, so I was hoping dinner would be better and it was. A chilly departure was a little late, but I figured that was normal.

We arrived in Key West on time and were surprised at how haphazard the docking procedure was, just a bunch of locals who showed up in street clothes with the guy in charge yelling at Infinity's crew "not to worry". We also had to dock at the Navy base, as another cruise ship was docked at the base of the downtown area of Key West (causing us to shuttle it into town instead of walk). No big deal.

Having previously lived in Florida, Key West was really not the destination we were looking for, but it was on the way to Cozumel! My husband and I had fun finding the restaurant we got engaged in.

The disappointment started when the captain announced technical difficulties with the navigation system causing a delay while someone came to fix it. We ended up leaving 24 hours later with Cozumel being canceled and Nassau, Bahamas being added. To say we were disappointed is an understatement. I was crushed, but insistent on making the best of it.

It became apparent, as I've seen from other reviews, that the crew did not have their act together. We ran into our waiter from the SS United States (specialty restaurant , which was spectacular and well worth the extra $30 per person) and he said they had 300 new crew and the ship was "not the same since it came out of dry dock" (just previous to our cruise), making staff morale and service poor. It was obvious there were water problems on board as well.

Trying to be brief, we found too many things unacceptable for a cruise ship of this nature: NO coffee, yes, NO coffee two mornings in a row! (we were told because of water pressure issues) People were walking around the buffet complaining and quite ticked off about this. Both nights we went to the martini bar they ran out of the glasses for the martini sampler. When I gave my $10 martini back to the bartender because it tasted like fruit punch, he looked at me and walked away, not even offering to try to make me a new one. Every time I got eggs they were stone cold, including room service and the buffet. We found the buffet food to be poor, but loved the Aqua Spa Cafe. We heard some complain it to be too bland, but we found it fresh, tasty and healthy for breakfast and lunch. We also found about 25 old beach towels and empty glasses on the top deck outdoor lounge area at 8am, obviously leftover from the day before. The ship was not kept very clean at all. I found it incredibly frustrating that by the end of the day 2 the Purell hand sanitizer stations were very frequently empty and it seemed I had to use 3 dispensers in the bathroom before I found one with soap. Asked for early seating, got late; asked for table for 2, got 8. I could go on more, but will stop, you get the picture.

After they canceled Cozumel, morale among the passengers started to get bad, but everyone commented that it was not just because of the redirection of the cruise, but the poor service on the ship. The guest services area was rampant with complaining passengers. I heard the phrase "this in my 10th cruise and its the worst!" on more than one occasion. Someone in the elevator said "this boat sucks".

When I got in the water, in the Bahamas, for a much anticipated snorkel (which was supposed to be in warm Cozumel) the frigid temperature took my breath away and caused me to curse one more time at Celebrity cruise lines. The roughly 8 year old kid in front of us almost had a panic attack it was so cold. We arrived back from our excursion to find our air conditioning broken and our room at around 80 some degrees.

Things were bad until the very end, it was extremely unorganized trying to get off the boat. Our designated exit area by the theater was jammed with people (mostly older and some on the frail side) and the doors were still not open an hour into the scheduled time to get off. We found another area that was open and they allowed us off, luckily our luggage was in hand.

No, it was not a very good introduction to cruising and the $120 refund (our designated amount with an outside stateroom, some got more, some less) was less than acceptable as a consolation prize. Never will I cruise Celebrity again, or recommend it to a friend.
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Old December 9th, 2008, 10:23 PM
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Default Dec 3, 2008 Celebrity Infinity Cruise from Hell

PS

We didn't get a comment card either, had to request one....wonder why? ha ha We had to attach two sheets of paper to it!
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Old December 10th, 2008, 08:13 AM
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We have four or five posters making their first posts about this cruise and they are all similiar. All are negative and deal with the same problems. I purposely went on several other boards and read several reviews. Although there were some problems especially with the engine and a problem the first day with the buffet, these problems were corrected. Most others are saying the food, service and condition of the ship were excellent.
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Old December 10th, 2008, 08:51 AM
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Default trust me, it was bad

Trust me, if you were on this cruise you would be complaining too. All you had to do was walk around the ship to hear rampant complaining. Trust me no coffee, running out of dishes, brown water, cold showers, inability to flush your toilet, consistently cold and poor food, a dirty ship, broken A/C, poor staff attitude and major mechanical difficulties are not minor complaints of first time posters to your forum.

If just I alone heard so many people tell me it was their worst cruise ever (out of 5-10 cruises), then I think it was worthy of a bad posting. In the short time I was in lobby re-booking our Bahamas excursion I heard an ear full.

The posts you are reading that are supposedly so great must have been staying in the expensive suites, while the lowly ones in a regular balcony room were finding service horrible.
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Old December 10th, 2008, 09:09 AM
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I have cruised with various lines many times so I was well aware that what occured on the Infinity was not normal. I did feel badly for the first time cruisers and thought this experience might turn them off from cruising in the future.
The is the second mechanical issue I have experienced with the Celebrity line. It, too, was a short cruise and we missed our second port so that we could limp back to Ft. Lauderdale, however, the crew really went out of their way to make everyone comfortable and do as much as they could to keep everyone happy.
I do feel that cruise lines have a unique responsibility to passengers. Unlike an unpleasant resort experience where guests are free to leave and find another resort while on vacation, it is impossible to depart from your vessel while at sea to find a more pleasing environment.
Certainly, unexpected problems with engines and weather can occur while sailing and seasoned cruisers know that, but normal day-to-day services should be in place regardless.
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Old December 10th, 2008, 10:07 AM
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I just spoke with a customer service representative from Celebrity that was nothing but gracious over the phone. I had barely started talking and she stated she was very well aware of the numerous and horrible experiences on the Infinity ship in addition to the mechanical difficulties. She apologized profusely. She stated they have gotten an unprecedented number of complaints for that sailing and are going to research the situation and try to rectify it.

I would recommend you call customer service if you have issues:

1 800 256-6649
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Old December 10th, 2008, 01:30 PM
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I might be skeptical of 1st time posters too if I hadn't live through this cruise but it really was bad. On Mon there was a thread about this sailing on Cruise Critic. It was full of stories just like you are reading here. It was on page 3 the last time I saw it. When I took a look a couple of hours later it had been deleted. From what I read no one was being mean spirited - just stating the facts. I guess you aren't allowed to say anything negative on that board.

You have to remember that this was only a 4 night cruise. We really didn't have time to wait for things to get better. I didn't think the ship itself was bad - it just needed to be cleaned.

About the tea - it was my husband who questioned the Asst. Mairtre d' about drinking it. The Asst MD said he hadn't thought about it but since the water came from the same pipes we shouldn't drink it. That was when he provided us with Evian.

Thanks for posting the customer service number. I will give them a call.
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Old December 10th, 2008, 02:38 PM
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With the very first post in this thread, I admit, at first I was skeptical... mostly because of this one portion of the post
Quote:
The food was not half as good as HAL. I did not eat in the main dining room, but the buffet was awful.
- I just couldn't understand how anyone could judge the food, when they've adimitted (that for whatever reason) they ate only in the buffet.

But, the rest of the complaints seemed pretty valid, and they've been added to by others on the same sailing. The complaints seem perfectly reasonable to me, and I don't think the compensation offered was adequate.

It certainly would be if all that was involved was the itinerary change... but for whatever reason this ship doesn't seem like it was ready for "prime time" when she sailed. And the cruise line should be held responsible for the problematic onboard experience.
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Old December 10th, 2008, 03:20 PM
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People like dkjretired really shouldn't dismiss us "4 or 5 first time posters" when he clearly wasn't on that particular cruise. Things were NOT fixed the first day, and if this is not Celebritys "norm", that certainly doesn't make it any better for the people who had to suffer through this cruise. Room service taking an hour and a half to deliver wrong, missing or cold food, no tea cups (even on the LAST night), not getting things you were promised and paid for such as VIP events for concierge class, the buffet line being totally chaotic, among so many other things going wrong. We were at our wits end, and unlike other types of vacations, we were stuck in it. You clearly really don't have an IDEA of what went on. Does "an unprecedented" amount of complaints tell you anything? We had a bad time on this ship, and if you can't at least have some empathy for your fellow cruisers, you shouldn't be slighting them at all then. This boat left dry dock without being properly tested first. The very first cruise out of dock it breaks down.
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Old December 10th, 2008, 05:02 PM
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{Although there were some problems especially with the engine and a problem the first day with the buffet, these problems were corrected. Most others are saying the food, service and condition of the ship were excellent.}

Wasn't this your quote? (sorry, I don't know how to do the copying as a quote). I also took offense to what you said, like you were implying we didn't know what we were talking about, or that we were the exception. They got more than half of that boat calling in on the FIRST day back. So, the "most others" part is incorrect. The MAJORITY had a problem and it lasted to the very last day. Maybe what you are reading on the other sites are the few happy people who wrote in, as many of the others are still calling in trying to fix this and haven't had the time yet to post on the boards.

I went back and reread your post, as I'm sure the person you wrote it to did, and it still reads the same way to us. Hopefully you will never have to experience it, especially when it's your 10th anniversary cruise, that took you forever to save for.

No harm done, just try to be aware of how what you write and how the words you choose can be taken.
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Old December 10th, 2008, 05:57 PM
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Quote:
Originally Posted by DJRed
{Although there were some problems especially with the engine and a problem the first day with the buffet, these problems were corrected. Most others are saying the food, service and condition of the ship were excellent.}

Wasn't this your quote? (sorry, I don't know how to do the copying as a quote). I also took offense to what you said, like you were implying we didn't know what we were talking about, or that we were the exception. They got more than half of that boat calling in on the FIRST day back. So, the "most others" part is incorrect. The MAJORITY had a problem and it lasted to the very last day. Maybe what you are reading on the other sites are the few happy people who wrote in, as many of the others are still calling in trying to fix this and haven't had the time yet to post on the boards.

I went back and reread your post, as I'm sure the person you wrote it to did, and it still reads the same way to us. Hopefully you will never have to experience it, especially when it's your 10th anniversary cruise, that took you forever to save for.

No harm done, just try to be aware of how what you write and how the words you choose can be taken.
Or maybe the people writing on this board are the minority for many of these complaints and not the majority as you state. I was not there, I'm only trying to pass on what everyone has said. I do not doubt you had a problem only trying to put it into perspective. There are many people who went on that cruise who were satisfied.
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Old December 10th, 2008, 06:05 PM
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You should really call celebrity customer service then. They will tell you how they are being bombarded with many DIFFERENT people calling. First night alone they were over the 50 percent mark. It IS in perspective, the majority were very dissatisfied, with MAJOR problems. Can't change someoe elses opinion though, and we know the facts, being on the ship, so it's really senseless at this point to be going back and forth with you. You seem to be the only one who thinks we mightbe in the minority.
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Old December 10th, 2008, 07:13 PM
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I often felt it unfair of people to judge a first time poster, who comes here to vent on a topic. I have been witness to posters who vent and run, and of those posters, it's justified to be leary. But may people who read our forums, do not post. They research and read what they need...who could blame anyone from, then, coming here to tell of their situation?

All of the people who posted, told in succinct detail, the problems, that occurred, and the customer service issues were just not acceptable, as I think anyone if us would be put off, and put out.

I think this was a case of a customer service fiasco, and I hope the line addresses the valid points made by so many. Good luck...........
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Old December 10th, 2008, 11:35 PM
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Well said, Trip! To have a cruising fiasco and to see so many others saying the same and then have someone giving you a hard time about posting your experience makes me not want to post here again. We will go on another cruise and will post (hopefully positive) results thanks to people like Trip. Oh well to those that have a problem with our honesty. Hopefully I'll have something to report about Celebrity's response that I can share with and (maybe) help others.
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Old December 11th, 2008, 10:26 AM
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Quote:
Originally Posted by DJRed
You should really call celebrity customer service then. They will tell you how they are being bombarded with many DIFFERENT people calling. First night alone they were over the 50 percent mark. It IS in perspective, the majority were very dissatisfied, with MAJOR problems. Can't change someoe elses opinion though, and we know the facts, being on the ship, so it's really senseless at this point to be going back and forth with you. You seem to be the only one who thinks we mightbe in the minority.
I agree with you. It was necessary to be on the ship to undersand. I also feel that the number of new or infrequent posters should indicate that there was enough wrong with this sailing that others should be prepared if they have an upcoming cruise scheduled on this ship.
I have checked other boards and can't seem to find all the compliments about the ship that an earlier poster made. I can only judge from my experience and the number of grumbling dissatisfied people on board. After a number of cruises with Celebrity and other lines, I do know that what occured was out of the ordinary and not acceptable.
I did call Celebrity and file a complaint.
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Old December 11th, 2008, 11:44 AM
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Default C/C refund?

Has anyone who sailed on that dreadful cruise actually SEEN the credit back to our cards (if we didn't use up the small OBC they gave)they said they were giving, in that letter that was left in our rooms? I haven't yet, and called my c/c co. today to let them know that I may be initiating a dispute for their charge.
I also found out last night that they are offering me a small credit for another cruise. Like I would EVER go on a celebrity ship again??!! I am trying to get that credit to be applied to a cruise I already booked on a RCCL ship. Hopefully, being under the same parent company won't mean the same service.
If anyone hears from Celebrity as to anything they are offering, please let us know on this board???
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Old December 11th, 2008, 03:04 PM
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Default Re: C/C refund?

Quote:
Originally Posted by DJRed
Has anyone who sailed on that dreadful cruise actually SEEN the credit back to our cards (if we didn't use up the small OBC they gave)they said they were giving, in that letter that was left in our rooms? I haven't yet, and called my c/c co. today to let them know that I may be initiating a dispute for their charge.
I also found out last night that they are offering me a small credit for another cruise. Like I would EVER go on a celebrity ship again??!! I am trying to get that credit to be applied to a cruise I already booked on a RCCL ship. Hopefully, being under the same parent company won't mean the same service.
If anyone hears from Celebrity as to anything they are offering, please let us know on this board???
I haven't received my credit back on my card yet either. How did you find out about the small credit being offered for another cruise? I called customer service yesterday but was told they weren't going to do anything about this cruise. Please let me know if they allow you to use it for a RCCL cruise. I also have a cruise booked with them and it would be nice to use it for that. I don't think I could bring myself to book another Celebrity cruise.
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Old December 11th, 2008, 03:07 PM
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Thanks for the kind words Trip! I did use this message board for research but since this was my first Celebrity cruise I never had anything to add before now.
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Old December 11th, 2008, 03:34 PM
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I called and complained a few days now. The guy I spoke to said he was going to have to wait for the manifest to get to them, and then he could see what he could offer me. I called last night and the rep saw that there was a small cert. showing, but didn't know if it was transferrable. I'm waiting for the orig. guy to call back. I also emailed my LONG complaint letter to the CEO, not that HE'LL do anything. Haven't heard from him, and don't expect to.
I can't believe they would do nothing furthur about this cruise.This was not just one problem, and it was ongoing. I am done with Celebrity. I've heard a lot of grumbling on the boat about calling credit cards for disputes, and I already let mine know I may, depending on the outcome. We did NOT get the cruise we were promised. All we got was a boat with many many problems.
I would call and ask the rep if they could somehow get you a transferrable credit for your other cruise. Can't hurt, right?
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Old December 11th, 2008, 04:45 PM
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Quote:
I called and complained a few days now.
Quote:
I also emailed my LONG complaint letter to the CEO, not that HE'LL do anything.
One thing you won't get for sure is a speedy reply... from anyone. It does take time, and you have to excercise some patience. They will investigate the complaints and examine them against the ship's reports. It could be months before you get an answer.

Quote:
I am done with Celebrity. I've heard a lot of grumbling on the boat about calling credit cards for disputes, and I already let mine know I may, depending on the outcome. We did NOT get the cruise we were promised. All we got was a boat with many many problems
If you told them in your correspondance that you're "done with Celebrity" there is nothing to be gained by them by offering you a credit on a future cruise to compensate you. And they won't simply be sending you a check and saying goodbye.

The most effective letters are short descriptions of the problems, with a statement of what type of compensation would satisfy you.

As to anyone contesting the charges with their credit cards... sorry, it isn't going to help. You were sold a cruise, and you got a cruise...... even if it was one fraught with problems.
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