Celebrity Cruises Reviews 

Great staff, wonderful service. The ship (silhouette) was stylish and well kept. We had an extremely nice holiday. We loved the choice of food in the buffet and the food was very good. Had some issues with disembarkation via tender with a 2 hour wait. At times we couldn't find a table to sit at in the buffet at lunch.

4th time on Celebrity Silhouette as our experiences on her have been great. Although, as with most things, there have been odd issues that needed addressing, we've always found most of the staff happy to help and resolve any issues. One of our party has several dietary requirements and we have found the restaurant staff both front of house and the chefs and team, very accommodating at preparing safe and tasty dishes. The entertainment has been great, the cabins are spacious and airy and clean, the cabin stewards work really hard, all the staff are friendly, welcoming and helpful. The only negative is the buffet could do with being bigger or having more available areas for seating, and definitely needs better options for people with dietary issues, and better labelling and knowledgeable staff. But they are always happy to help as best they can.

I have given 3 stars and they are for the crew and staff, cleaners waiting staff etc., but as for the crazy ideas and scams by Corporate, it loses 2 stars.
Firstly, I am disabled and I did not get a wheelchair to board. This was ordered during the purchase of the cruise along with airport assistance. I was not offered one at the port check-in and was later told that I had to ask for one. I had the same problem when disembarking.
All of the food had Garlic through it, even roast potatoes and tomato soup. My stomach does not like garlic and peppers, so, throughout the cruise I had to have things made for me. The Chinese whisper, or broken phone, was common and I did not get what I asked for.
My luggage, on the final night, had been opened and the watch that I had purchase had been replaced. I know this because the padlock had been opened, and the two parts of the zip were not locked by it any more. Also, the top expander on the case was unzipped. The watch box was different and the small cushion that holds the watch in place was missing.
I wanted to change GBP to Euros and was told that it had to be changed to $$$ at a cost and then changed to Euros at another cost. I said at the time that it was a scam and still do. I then went to the ATM, withdrew 100 Euros, and was charge nearly 7 Euros for the privilege.
The nightly, next day "what’s on", list did not say what the shows were about and I had to ask daily. Most of them did not suit me, so never went. Trying to find the outdoor cinema was so hard I gave up trying.
the beds, in the cabin, have a large metal piece sticking out that caught the back of my calves every time I tried to sit at the bottom of the bed and when I complained to Guest Relations, the mattress was pulled down causing another problem my pillow kept falling into the void created by pulling the mattress down.
The final straw, that made me decide not to go back on any cruise, was being told that I had to get up very early, for me; to be tossed off the ship at 8AM hauled the Lisbon airport and left there to wait 10 hours for my flight to Manchester. No, this was a charter flight for people returning from the Infinity. Why was it chartered for a late take-off when we were dropped off at 10 am?
So up at 0630 off at 0800, dropped off at 1000, flight at 2015, delayed by 30 minutes, arrived at my car 0030 and then had to drive 4 1/2 hours to get home by 0530. That is a 23-hour day for me, as I cannot sleep on buses airport terminals or aircraft.
Once the cruise is over, Corporate do not care about you anymore and don’t care how long it will take for you to get home. They know my address!!
My praise goes to the cleaners and waiting staff as they always greeted you with a smile and a “good morning” etc. help you get to where you were going and tended to all of your needs. Absolutely brilliant, made my pig of a holiday and little better.

We have recently returned from Silhouette cruise to Canaries, having booked through Miles. This is not about the cruise itself, which was up to expectation, especially the courteous staff, cabin service, and restaurant staff. (Lee, in Customer service, spent a longtime getting my wife’s iPad onto the internet. Thank you Lee.)
Having disembarked, and collected our car, we discovered that we had left our spare car and house keys in the cabin. We drove back to the ship, by now receiving the next batch of guests, and my wife went back in. They were absolutely helpful. After a short wait, yes, they were in the cabin, and they would be sent down! Phew! A good holiday was not ruined.

Celebrity silhouette cruise to Iceland, left 29/08/22
All the staff were very helpful and welcoming.
The food was excellent.
It was my first cruise, and as it turns out cruising is not for me.
Have just returned from SA on S—t Airways ( laughing British favourite airline.
BA could learn about costumer’s services

Having booked a cruise on line
Trying to get in touch is IMPOSSIBLE!
E mails no response
Call wait a hour the get cut off
Eventually get through can’t help u
They offer a “ We have got your back” if u book your flights with them
Let’s hope the potential issues at Amsterdam do not come to fruition!!
In the alternative we booked a cruise with Norwegian Cruise Line.. called them… answered in minutes and now have a direct line and email to an agent responsible for our booking
Celebrity get your act together
How do you survive in customer driven market in the USA!!!!!

I have been trying to call Celebrity for the last 2 days. The first time i was on hold for 45 minutes - the call then cut off. I have now been on hold for nearly an hour does anyone manage to talk to someone at Celebrity

It seems unfair to give one star when I haven’t actually cruised. My brother who loves Celebrity is booked on a back to back trip departing Rome June 2023. He’s in Melbourne, I in London and I’ve been through four major health issues the last one being Covid where I almost died. On waking from a coma I couldn’t move and after 12 months only now beginning to walk a few steps with a frame. My brother was eager for me to join him on the cruise next year and urged me to secure a cabin, explaining that many were already sold out. I booked on the phone with a Celebrity agent who was very amiable. However I wasn’t even thinking of vaccination status, my ability to undertake the trip despite having another 10 months to recover, having to travel without medical insurance as no underwriter would take me on or the flights from Heathrow to Rome and back from Barcelona to London. Despite a £300 non refundable deposit which I was fully aware of and acknowledged my agent said that if I was unable to get a vaccination exemption letter, he would cancel and refund. This was a verbal offer. After my doctors said NO, I sent an email asking to cancel and acknowledged that I would forfeit my £300. However I was secretly hoping the agent would honour his verbal promise but this wasn’t so. I was too embarrassed to contact him directly so called Celebrity and spoke to an advisor who I think was US based. After checking she told me to seek compensation through my insurance company.
I then e mailed my original agent asking if there was anything he could do, reminding him of his verbal promise to refund. I haven’t had any reply at all. Celebrity Cruises are well within their right to my money but given the circumstances and only having held the cabin for a few days I stupidly thought that goodwill would mean something.
UPDATE…..Unfortunately there isn’t anything I can tell you as Celebrity have not responded or reached out. I sent Mr Karl Hagen an e mail on 14 July 2022 asking if there was something he could do. Obviously not as he did not respond.
UPDATE 12 September 2022. I did hold out some hope but unfortunately no one from Celebrity has reached out.

Went with family on Silhouette to Norway, the youngest being 18 months.The facilities for this age were not as advertised as we were shown to a room with lots of chairs and he was given a ball and one book to play with.Surely some plastic slides or kitchen costing peanuts in Argos should have been provided,so I would not recommend this ship for toddler.
My next disappointment was the library which in the ships advertisement showed many shelves filled with numerous books.however Most shelves were empty and books that were available were in German.,so I advise everyone to bring their own reading material.
The in house entertainers left a lot to be desired, but all guest artist were excellent.
All the staff were very obliging and friendly.
All in all I feel the standards of Celebrity have slipped since our last cruise.
Will I cruise with them again? Not sure.

I ran several travel agencies in Central London. I am now retired. I have travelled on one river cruise and five sea cruises.

River cruise was fine. Saw the Rhine Cologne to Basel.

Four sea cruises were with a different cruise line. That cruise company had excellent room stewards. Excellent waiting staff all round. Highly disciplined but not allowed to talk to customers unless essential. Fantastic uniforms. But food Over four cruises deteriorated. Will do review for that cruise line.

The Celebrity Silhouette cruise was mainly excellent. Staff were brilliant. Made friends with a number of staff and had some funny moments. The buffet restaurant was absolutely superb. However the main restaurant was not. The chairs were very heavy and couldn’t move them whilst sitting, waiters were unfriendly and it seemed no one was in charge unlike the other cruise line which run like clockwork in all restaurants. On Celebrity Silhouette The food on the first night was awful and we were put on a table for eight with just four people. We had requested a table for two but nothing was mentioned. We spent the other thirteen nights in the buffet.

Cabin had the worst steward you could ask for. I would not employ him for any job on board. He was bone idle. He didn’t put a do not disturb sign in the cabin and was always knocking until I went to get a sign, he was irritated that we didn’t leave our cabin early. We are in our seventies so were resting a lot.
The bedding was awful. It was not big enough for the bed and I ended up on the mattress protector every morning. The steward did not sort that out. In fact everything I said to him he just laughed his head off.
I wasn’t pleased. He left odd mugs in the room. I washed them out. The toilet bowl was black at the bottom. I knew the ship was being refurbished so thought it was due to age. However on our last day it was sparkling white. stewards laziness again. I felt he was very complacent and would not cruise again if he was servicing my cabin. He spoiled the cruise.
Just a ps. We liked the rum cake and asked for the recipe not expecting to get it. Because chefs were not on ships due to Covid the main office was contacted in America and a recipe was sent. I fed about 40 people so I just reduced the quantities. Very pleased for this effort on their part. Company contact seems to vary such a lot. Would suggest contacting CEO with complaints and it will filter down to a more senior member of staff. It does work.

Thought I would book a short cruise as completely exhausted from running to events in Europe where we have had amazing reviews.
I have used celebrity in the past and service both booking and cruise experience fantastic. Spoke with Karl Hagen and cruise booked Ok not sure i got the best deal as it would appear i should have got an automatic upgrade from a lower cabin and discounts on upgraded drinks packages.
He booked the flights, but it seems that it is a do it yourself issue when it comes to upgrades. easyJet return flight website worked great got what i wanted even sent the link by celebrity.
Vueling who I had never heard of were booked for the outward flight. no link sent eventually worked out how to get into the booking system could I upgrade the seats no tried to ring customer service sent in loop and then cut off. Tried emailing just kept sending me emails saying give us the booking reference which they had been given
Asked celebrity to intervene not the job of a cruise consultant. But would escalate the issue. Went back into website to get the details and surprise surprise the seats were available but at a higher price profiteering at its worst.
Today tried to book some services for my wife in the spa couldn’t take it off my on-board credit nor would it accept the credit card. Back to my consultant who says nothing in my cart, sent screenshot which contradicts this.
Also bid for an upgrade I now doubt if this is a genuine attempt to upgrade or is something they do just to excite guests. You get no notification of the offer so they could always deny it was received.
I really do hope the cruise is better than the booking service I have received so far but will update my review as it is only fair to do so.I got aphone call today from Customer Service very unsatisafctory, she did say she would look into matters after some discussion response and then was told well I did book late, clearly if you are a late booker you get less of a customer service. I terminated the call and i am sure that is the last time i will hear from them again Not looking promisingfor our cruise. I am sure i will be tagged as a trouble maker . Customer Service is so simple to get right more than pleased to hold a training session.

DO NOT BOOK WITH RAZIA BEATIE.

The celebrity edge experience is exceptional however dealing with Razia was an absolute nightmare who actually ripped us off by offering us multiple facilities. When asked when the additional facilities were not mentioned on the invoice she said that it would be in booking notes. Long story short. We board the ship and come to know that we never given those facilities. Beware of booking anything with her. She is rude and never replies when you contact her with any queries.

I booked a cruise on Celebrity Infinity which was due to sail from Venice to Barcelona in May this year. The first problem came when they changed the departure port to Ravenna, had to change my flights and was disappointed that we wouldn’t see Venice but ok, these things happen. Then in January I received an email saying that they are “pleased to announce” that Celebrity Infinity was relocating to the Caribbean therefore the cruise is cancelled. Had to cancel flight and was extremely disappointed that our holiday plans were in ruins. The worst thing though was the customer service and trying to get my deposit refunded. Dozens of emails went unanswered, hours of my life spent on the phone, several promises that the money would be in my account in a few days but then nothing happened. More emails ignored, running out of ideas how to sort it out! Eventually I spent 1.5 hours on the phone to USA and insisted on speaking to a supervisor. My deposit refund has arrived in my account today (2nd July), almost six months after they cancelled my cruise. Dreadful company who I will never book with again.

Due to the impact of Covid I’ve had to rebook cruises several times and always speak to Razia Beattie in their U.K. office. Razia is amazing, a real credit to the company. Sadly our early 2023 Japan cruise has had to be rearranged and I’ve spoken to Razia today. She makes everything so easy. Now booked a European cruise next May. Oh and we love their cruises, amazed people aren’t happy with them. Thanks Razia!!

Impossible to contact Customer Services.
Drinks package a scam as most drinks over the $9 limit.
Wifi package a scam as it doesn't work.
Gratuity package a scam as some individuals actively ask for tips.
Water supply to room costs 7$ a day when it 'appears' to be free.
Demand payment of account prior to disembarking even though they have debit cards on file.
My autistic son assaulted by staff.

We have travelled with celebrity for many years and have always had excellent service.
However, when you do need help, their customer service team is very disappointing. An hour long wait on a phone line I am being charged for and emails that are not answered, has left us wondering if we will ever book with them again.

I love holidays with Celebrity Cruises, fantastic teams aboard, lovely ships, heaven. Dealing with the shore support staff is hell in my experience. I know they're busy, but the delays in answering calls and emails, slapdash guessed responses, contradictory information supplied, are beyond frustrating to experience.

Example
I cancelled a CC cruise in January 2021.Today, April 18th, I'm still awaiting balance of my excursion refund, and all my airfare. It took 10 weeks to get FCC finalised so I could book next cruise.
Emails and phone calls have been ignored\ responded to with incorrect info. On one call ( I have the person's name but won't embarrass them yet), I was asked how much I thought I was owed, then told yes, that correct. It wasn't , as explained by the one person spoken to who seems to know what they're talking about.
Requests to be called back have been ignored. A proportion of the refund expected was allegedly paid to my agent. They have no trace. CC have...no surprise...not designed to respond with details.

In short, the support staff need to up their performance and accuracy

like many others I love Celebrity Cruises and woulld choose them over all others. However their service standards have slipped to a new low. onboard ship I expect it to be a fabulous experience but if you have a problem before the cruise the ability to contact them is practically zero. Just had a cruise cancelled and need to have a conversation with them - spent 90 miniutes on the phone and simply gave up. no e-mail address I just don't know how you are supposed to have a meaningful conversation with them if you cannot contact them

Iv read a lot of the reviews and they quite often mention booking through celebrity cruises and there customer service and problems with them.
We booked through an independent travel agent and the experience was first class.I would 100% recommend celebrity cruises,we went on celebrity silhouette round the Caribbean,the ship was stunning,the crew couldn’t do enough,the food was top notch,the entertainment was brilliant.I would say don’t blame the ship and crew when having problems with customer service.