I sailed with Celebity Century 12/15/2008. It was a five-day cruise. I had several major issues on the ship.
1) I purchased a pass to Persian Garden in the spa. The sauna there did not work three days out five, despite my informing the spa staff about the problem right from the beginning.
2) My stateroom had a water leak from the ceiling. As a result, the stateroom was not usable for more than 5 hours on the day when it happened, due to the plumbers making repairs. The following day, again, I couldn't use my room for another three hours, as the housekeeping staff was drying the carpet.
3) When I informed the guest service agents about the problems (first I talked over the phone with Nancy, and then, in person, with Alicia), they both promised to relate my concerns to their supervisor. Nobody ever got back to me, even with apologies for the inconveniences!
After return, I again formally complained to the company, and that's what I received almost 2 weeks after my complaint was e-mailed:
Dear Mr. ******:Thank you for your e-mail concerning your experience with Celebrity Cruises. We appreciate the opportunity to address your concerns. Our primary goal is for each guest to enjoy the best possible cruise vacation, and we regret that you feel our efforts fell short of your expectations in the specific areas mentioned. Your feedback is truly appreciated. The concerns mentioned in your e-mail, such as, your stateroom plumbing, and your experiencein the Persian Garden, will be forwarded to the appropriate management personnel. This process is of great importance to us, for we continually strive to improve our performance in order to assure our guests the most rewarding cruising experience. We certainly intended to provide you with a thoroughly enjoyable vacation onthis sailing and regret any disappointments you may have experienced. Please accept our most sincere apologies. We continually strive to provide cruisevacations that are totally satisfying; however, sometimes situations occur whichdisrupt the voyage despite all our best efforts. Celebrity Cruises will continue to focus on the level of service provided before, during, and after each sailing. Mr. *****, we remain optimistic that in spite of this experience, you may grant Celebrity Cruises another opportunity to welcome you back onboard one of our ships in the near future.
As I understand, the company didn't even offer me a symbolic compensation for the inconveniences, and, again, they did not even apologize promptly for the inconveniences and for the services that I paid for, but did not receive, during my cruise.
This was my 12th cruise overall, and the first cruise with Celebrity. I never had such issues in any of my cruises before, and never before I had such disrespect on the part of the guest service.
We have several articles on how to resolve situations both onboard and after the fact. We recommend always trying to resolve a problem while onboard if possible, and especially making sure you talk to a higher up. Yours did not get back to you and as a result you did not get satisfaction.
This is just my opinion, but, it seems the cruise lines, like everyone else is
cutting back, and this letter, assures you that the problem will be addressed, and just a thanks for letting us know, is what you are getting, and nothing more, may be the norm going forward, but, I hope not though.
Your complaints really did impact your cruise, and, I wish you had taken it further onboard. Once you leave the ship, the impact to corporate, not right, but it seems to lessen their need to respond, the way one would hope.
Trip, with her book & tea!
Chat Hostess & Board Moderator
Thanks for your care and support!
In the meantime, I took my next logical step and wrote to their customer service again.
In a couple of days I received their response:
Dear Mr. *****:
Thank you for your follow-up response regarding your Celebrity Cruises vacation onboard the Celebrity Century. We appreciate this opportunity to further respond to your concerns.
Please accept our most sincere apologies for the inconveniences you encountered regarding the transportation from the airport to the pier. We take all comments and observations, such as yours, into consideration with respect to selecting or retaining our contractual relationships with the various transport companies, as ground transportation is a service solely made for the guests' convenience. The providers of such services are independent contractors and are not acting as agents or representatives of Celebrity Cruises. Additionally, please be assured that our Guest Port Services Departments have been made aware of your observations in order to prevent such a recurrence. As previously conveyed, we are always looking for ways to ensure a smooth journey for our guests, from the beginning to the completion of their cruise vacation. Again, we remain sincerely apologetic towards the situation, and hope that this final response will put your concerns to rest. Celebrity Cruises will continue to focus on the level of service provided to all our valued guests before, during, and after each sailing.
Mr. *****, once again, we look forward to welcoming you back onboard one of our ships in the near future.
Corporate Guest Relations
As you remember, I did not even have any problem with transportation. I checked the mesage again, and it was addressed to me! This response only further supports my original thought that Celebrity simply doesn't care about the customers. Not only that they don't apologize for inconveniences or don't fix the problem for future passengers, as evidenced by other guest's complaints on different cruise forums. They probably don't even read the complaints themselves.