Contact Celebrity Cruises Corporate

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 and enjoying our friends at the martini bar(we were on the boat with 8 other couples). On the third night I had gotten the daily newsletter and the flyer said that the buy-in for the cash game was only $50 (I have the newsletter still) and was excited as the reduced buy in made it any easy choice for the night. I had gotten to the casino early and mentioned to the dealer i was playing three card poker with that I was going to play hold-um later excited that the buy-in had reduced. He said that he was surprised that Bruce (first introduction to his name) reduced the buy-in since they had done 200 the two nights before and he got takers. Concerned I went to talk to him. I found him in the office and asked him about the game, this is when you lost me as a customer, maybe it was because I was a woman, maybe he is just a nasty SOB but I have never been talked to like that. The man turned to me and said and i quote" why would i reduce the buy-in when i have had a full table every night" when I showed him the flyer he said he didn't care what it said, consider it a mis-print and if I wanted to play I would pay the 200 if that was too expensive for me I shouldn’t be playing. When I asked to speak with his boss, he said she was too busy to talk to me and to come back at 9 and maybe she would and maybe she wouldn’t have time then.
I did not want to stay there by myself with that type of a man, so I left and went down to the front desk. They asked my room number and what happened and took my info then said they would have the asst manager from the casino come down and talk to me. That same guy came down and started saying I must have misunderstood him and said I was a liar. I told him that I would not sink to his level and argue with him when he knows exactly what he said and walked away in tears as he was embarrassing me in front of everyone. The customer service girl said nothing during the whole incident. No one came to talk to me and I stayed away most of the day. My girlfriend wanted to go to the Casino so I went with her and walked past the Texas hold-um table where Bruce was. Another women who I was with was sitting at the table and I asked her what the bu-yin was and she said that Brice took 200 from her. I looked at him and walked away. The next day she told me that as soon as I left the table, he made a snide comment and reduced it to 50 – she left the table because of what he said
I have never been treated by someone as poorly as I was by this man and to have no-one call me or talk to me about what happened even if it was a misunderstanding. If this is the kind of service, you allow then I will never go on a Celebrity cruise again.
Robyn Dowsey
407-402-5514

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 alert me my luggage was not in my room due to the steamer being identified in the luggage. I was not aware this was not permitted on board the ship. This could ALL have been avoided if someone just took two minutes to leave me a voice mail in my room or a note on my door.

I went to see someone at the front desk and (Joann) was very pleasant and went out her way to assist me.

The second challenge I had was having to continuously run back and forth to the front desk to ask for my on board credits to be placed on my account, this took 2 days of me asking, also some of the notes my children carefully composed and sent to me never made it to my room, these small details are what customers pay attention to. These small oversights is what deter
us from coming back as customers. I want my experience to be seamless and easy, especially when I am spending my hard earned money.

Fast forward, 10/23(3am) I am attempting to use the remote control in the room and it does not work, the front desk send another remote only to discover the second one does not work as well. So, I am left to stare at the ceiling. Again, it's a small issue; but big to me as I am on vacation and paying for a great experience.

Unfortunately, this is the only vacation I am able to take yearly, and would like it t be easy. An oversight may be okay, but when it continues it makes the customer reconsider cruising with other ships.

Thank you in advance and hope someone will be reaching out to me regarding my email.

As someone who details with clients all day, its my goal to keep them happy and coming back for outstanding service

Thanks Keisha

1-347-610-1912 or 212-345-4679

Keisha.McKenzie@mmc.com or KeishaMcKenzie37@gmail.com

Booked one way trip to Alaska, part of which was SUPPOSED to include inside passage.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 for me, though they did admit we traveled inside passage at night and would travel the entire next day at sea.. My room was 8010 and had family in room 8014. While continuing the cruse we noticed pealing paint throughout ship and was informed ship would be totally refurbished this year(SHOULD BE NOW) . I have traveled with other cruse companies, Costa and Silver seas but chose Celebrity because they had a one way that included Inside Passage and Hubbard Glacier. Since no one from the company followed up as I was told. My only recourse Is to voice my displeasure on EVERY travel website as well as call Frommers radio show here in New York so others are aware of Celebrities shortcomings.

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 a Celebrity resolution supervisor, I was informed that these dining packages were not available once you embarked on the ship. I told her that I did not believe what she was saying, we all know that not offering these packages on the ship would be a crucial marketing 101 mistake.
I have since requested a cancellation on my dining package and a credit on my credit card. If I knew that I would be treated in this manner prior to my final payment, I would have cancelled the cruise altogether, after all there are numerous alternatives to choose from.

As requested we submitted our feedback by the 27 October and asked to be contacted. To date there has been no follow up with us. I am once again asking for Celebrity to follow up with us otherwise this will be our last cruise with Celebrity. Wannetta Briggs & Jeff Carlisle We provide the following feedback from our 11 day Mediterranean cruise (10-21 October, Celebrity Reflection).

The following staff should be recognized from providing exceptional service and excellent customer relations: Room Service Attendant Oscar and his team, Ensemble Lounge Dario, Barista Jose Alexis and Bar Server Ines, and Sommelier Cajetan. They all scored a big 10 from us.

The port visit to Santorini was not a good experience. While we recognize that Celebrity cannot control other cruise lines or the local infrastructure to support 3 cruises at the same time better coordination is needed by Celebrity to avoid what I consider as an unacceptable situation. In our case and many other of the Reflection’s guests this visit was nothing more that standing in huge line-ups and overwhelming crowds. Given the choice to wait in line for over an hour for the cable car or walk down the hill, we chose the walk. This was not only unsafe it was extremely disgusting.

We booked our 4 specialty restaurant reservations before departing Canada. Upon arrival only 1 was in the system. We conversed with the Food Services Manager and with our Concierge to get this sorted out. Our next challenge was during the cruise to confirm our reservations as no cards were placed on our stateroom number plate. After 3 separate inquires we finally received confirmation of the remaining reservations. The excuse given was that the system was down?

We paid for Concierge level and premium drink packages with the expectation that we would not be subjected to room service charges. On pervious cruises with Celebrity we did not have to pay $16.00 to have 2 glasses of wine sent to our stateroom or $10.00 for a salad and cheese tray? We spent close to $10,000.00 for this cruise and you charged us $5.00 for 2 scoops to Gelato.

The Concierge level does not provide any enhanced services of value. The afternoon canapes are absolutely terrible and you’d be better off not even providing them! You offer a cheese tray for room service and we could not get this as Murano was not opened? We did receive a cheese tray from the main dining room as a substitute. We applied our shipboard credits to have free internet and gratuities paid. Our bill indicated the gratuities and after 2 inquires with our Concierge this was sorted out. These charges also showed up on our Visa statements at that time. Our Concierge should have left us a message or advised us without having to wait in the queue for a 2nd time.

Celebrity must have recently changed the marketing program as throughout the cruise we were subjected to constant sales pitches for excursions, specialty restaurants and an Officer’s reception at the Lawn Grill. This is not consistent with our previous Celebrity experiences and detracted greatly from our overall satisfaction. We attended the Lawn Grill Reception and dinner and it was certainly not worth the $140 we paid in addition to our Concierge Level and Premium packages.

Given the above and that competitive cruise lines offer “everything paid” options including excursions, room service and drink packages we will most likely not return to Celebrity. When booking this cruise we chose Celebrity as it offered very competitive prices however once you apply all the extras, this advantage no longer exists. In the future we will pay the extra upfront with “everything included” as opposed to being unpleasantly surprised by Celebrity.

It is my hope that we will receive a reply to the concerns indicated above.

My friends and I booked a singles cruise through Single Cruise.com and we informed the agent that we four had health issues of one had back surgery, two had lung surgery, and I myself had fallen down and broken my kneecap and was on crutches. When we got to the stateroom on the ship there were only two twin beds a twin couch and a trundle bed.

Now we are over 40 with health issues and the stateroom did not meet our needs. We had informed them our health issues and what we would need which was not what we got he had told us the there would be upper berths. when we voiced our complaint to Celebrity Cruise staff at the reservations desk we were told that there was nothing they could do so we had to endure it.

On the third day after my sister had to sleep on the floor I decided to go down and demand that they do something, after an hour had passed they told us that they was going to give us another room and for us not to tell any of the other guest because they did not want other guest coming down to complain about their rooms. We were complaining because that we had paid for a something we did not get. After they gave us the room my sister had to spend the majority of the cruise in the room because she could not move because she was in such pain with her back.

My other sister and I spent $1400.00 on spa treatments to try and alleviate some of our pain. what is a slap in the face is that Celebrity Cruise nor Singles Cruise will take ownership. we spent good money on a trip we thought was going to be a great trip instead we got the vacation from Hell.