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.
Corporate Guest Relations
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.