Poor customer service in Australia
I booked a cruise for 2 aft balcony rooms for March 2023 departing Sydney to Hobart
I booked online but want to ask some questions about the booking
Phone number advertised is not for Australian based guests and emails go unanswered
Really poor customer service
I have always booked P&O and RC online direct but Celebrity is pathetic..don’t do it
- Celebrity Reflection
The worst experience
This is about the misleading offer on a drinks package
and their inability to even respond to an issue they have caused.
Offer Free Classic drinks package. did some checking to see if the package would suit us, but Celebrity's customer service number and no one could tell me if the free offer is available . The first agent told me he didn't think it did, but couldn't be sure, so asked his supervisor who said it did include the 20%. I asked him to send an email confirming that so I would have something in writing as it was so confusing and h...e happily agreed. However no email arrived! I rang again. This time the new agent was certain the 20% was included, but I again asked her to check I went to the Celebrity plan your booking page and on there, when I looked at the offer, at the top of the page it said the price $. at the bottom of the page the words were printed...."A 20% gratuity charge HAS been added to each package price listed above." Pretty conclusive really you would have thought. Due to the varied responses from Celebrity's own people, I rang my own travel agent who said she assumed it DID but would call celebrity and let me know. I got a call back stating that she had been told by Celebrity that it DID include the 20%.
Still Waiting on refund
Booked and paid for a cruise on Celebrity Solstice NZ to Australia June 2019 using a credit from a previous cruise cancelled by Celebrity then Celebrity cancelled another cruise in September 2020 due to Covid. They offered a cash refund within 60 days. Still waiting for refund 7 months later. Travel agent with whom I went through is trying very hard on my behalf to obtain this refund but so far Celebrity/Royal Carribean has not done so.
Never book Celebrity again
Booked a cruise for 18/10/20, in Jan 2020 $1000 non refundable deposit. Final payment due in July, reluctantly paid as was confident the cruise would be cancelled and advised it was the only way I would get my deposit refunded.
Received a email 27/07 stating how much I must be looking forward to our cruise.
Had an email from CEO of celebrity stating they have cancelled global cruising until 31/10/20 and yet our cruise from Sydney is not cancelled. We, as Australians are not allowed to leave Australia, how cruel Celebrity Cruise are behaving, leaving us waiting, telling us nothing, just keeping our money. Will never cruise with them again.
Bombarded with advertising to book future cruise. 22 Weeks and still no Refund from last booking
Had to cancel my last booking due to Covid 19. Have now waited 22 weeks for a $8500 + refund and nothing. No info, No updates and no Money. How do you possibly think that people would book another cruise with you if you cant refund monies owing from a previous cruise. Get your crap together and refund my money you bunch of thieves.
No compassion - no business sense.
We were booked on a cruise leaving New York, 2nd August 2020. But because of covid 19 we have been told not to travel for the next 6 months. Government guideline. Celebrity kept our $800 deposit, do they think it may be over by then or are they just greedy? Remember people have long memories and this wont last forever but our days of sailing with Celebrity have.
Would never book with them again
I am booked on a cruise leaving Mar 2nd, two ports of call (1 being disembark port) have been cancelled and we now have an extra day at sea. I know the cruise line can't control the recent events caused by the conoravirus but they do have control over cancelling this cruise for the benefit of their passengers.
The ship is now returning to Dubai and all they have offered is a days sailing credit to be spent on the boat and contribution of $500 towards flight changes. I have lost the money I spent on delaying my original flight home and the acco...
One annoying problem
Been on the ship three times and no complaints although on a few occasions some staff have been a little gruff and I guess I can understand why. The most annoying part of cruising in home territory (walking and driving on the left) is the lack of respect and courtesy from those who walk and drive on the right. Those from the USA in particular stand their ground on the right and force all other walkers to comply. Having travelled extensively in countries where walking on the right is normal we have always adhered to the rule, it is only respectf...ul to do so. It would be most helpful if the ship would provide information to guests of this simple courtesy and any other courtesy requirements for countries visited. Other than this, ship and crew is highly recommended.
Amazing from start to finish
We just took our first Celebrity 11 night cruise to Tropical North Qld. Could not fault the rooms, dining, staff and amenities - all are amazing and looking to book cruise 2 already. Loved everything about this ship and would recommend to anyone.
Trip to Airily beach aggressively spoken to when they somehow misplaced our 6 pm dinning was told 8:30 only and no change ,tender process is a joke if you have no trip booking 9 tour boats came in untill the first tender was available , cant walk on deck in morning as walking track goes through the smoking section best bar on rear of deck is cigar smoking US dollars kills us Aussie's
Royal Caribbean,P&O and Norwegian lengths above this bunch of toff noses room staff are awesome but the quality of shows arnt close to the other ships . The specialty Restaurants are superb but you have to walk into the Toff nose section to find them
Thanks for your explanation regarding my concerns. I would like to give you of an unfair example.
I met two ladies that booked 3 months prior and paid $1,700pp (3,400) for a Balcony cabin #9242 on deck 9. I bought this to the attention of manager Alexandra.
Later I was told they had noisy neighbors above them and complained to customer service. They received 2 bottles of wine and a $250pp voucher for their next cruise. This was their first Celebrity cruise compared to my 6th cruise. I paid $7,000 (same as a guest in a suit) in an ...
Celebrity Cruises - Rip Off !
We have recently had a twelve night Italy, Adriatic & Spain cruise onboard the Celebrity Infinity, everything with the cruise was fine, food, staffing. accommodation, entertainment and service, not great but okay, around 7 marks out of 10 in our opinion.
Then comes account settlement time and it all changes and goes downhill fast!
The creative accounting system used by Celebrity mystified us somewhat, for example, each & every charge, hit the Visa card statement, within hours, which was fine, then at the end of the cruise we get a statement,...which covered each item purchased Plus a mystery mini bar purchase, with a total amount owing. Then all of the individual items disappeared from the Visa card statement and were replaced with this total, which had increased again, when it appeared on the Visa statement including the mystery mini bar purchase! What a coincidence, two of our travelling companions on deck nine, were also charged for a fictitious mini bar purchase, just like us, we wonder how many other travellers also were hit unknowingly with this mysterious mini bar purchase ? Three emails sent by us requesting more information on these additional charges, were totally ignored by Celebrity, this corporate arrogance is very ordinary for a supposedly service oriented company.
Accessible rooms wonderful
booked and paid months ahead so we wouldn't miss the accessible rooms
can highly recommend to accessible rooms very easy to use would only travel with celebrity cruises
we travelled at Christmas to new Zealand for 13 days highly recommended staff help me get my husband on and off the ship with the wheelchair excellent service
We havent left yet and already we are disappointed
This isnt about the ship itself, it is about the cruise line and their at best misleading offer on a drinks package and their inability to even respond to an issue they have caused.
We are booked on a cruise later this year and were offered a 20% discount off the price of the Classic drinks package. It was originally priced at a little over $80 per day and the price offered was $68.44. I did some checking to see if the package would suit us, but that was made extremely difficult when I phoned Celebrity's customer service number and NO ONE coul...d tell me if the price of $68.44 INCLUDED a 20% charge that is applied for all drinks. The first agent told me he didnt think it did, but couldnt be sure, so asked his supervisor who said it DID include the 20%. I asked him to send an email confirming that so I would have something in writing as it was so confusing and he happily agreed. However no email arrived! I rang again. This time the new agent was CERTAIN the 20% was included, but I again asked her to check because it took her around 15 minutes to make that decision and when she asked HER supervisor, he said it didnt! I went to the Celebrity plan your booking page and on there, when I looked at the offer, at the top of the page it said the price was $68.44 and at the bottom of the page the words were printed...."A 20% gratuity charge HAS been added to each package price listed above." Pretty conclusive really you would have thought. Due to the varied responses from Celebrity's own people, I rang my own travel agent who said she assumed it DID but would call celebrity and let me know. I got a call back stating that she had been told by Celebrity that it DID include the 20%.
Check you final account
I checked my account via the TV before dinner on our last night, it was correct. I then received my debit via my visa once I arrived home, it was incorrect by $125.00. I contacted customer relations for an updated account.
They had billed me for some photos I did not purchase, which was much later in the evening, I had no need to check my account then, as everything I purchased was correct when I had checked earlier.
I contacted customer relations three weeks ago, and they keep telling me that the photo gallery on the ship hasn't responded t...
Questions & Answers
Hi, Am going on a Celebrity Cruise and am trying to find out how much drinks cost in the buffet restaurant. Don't really want to spend $49 pp per day on a drinks package. Just the idea of a house bottle of wine would be great to know. Thank you.
Sorry I cannot remember the wine prices because we only drank beer or cider onboard.
From memory, the prices were the same for drinks at all the different bars around the ship....
Kerri allow $9 a glass or about $40 a bottle and beware of the extra 20% they will add on
Thanks for your responses guys - it really helps.
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