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1 Helpful Vote
Sail Date: April 2019
We have sailed Celebrity a lot and this is one of their poorer efforts. Even when we sailed Infinity a couple of years ago, it was better. The sad thing is that I don’t think they realize how their niggling little economies and ... Read More
We have sailed Celebrity a lot and this is one of their poorer efforts. Even when we sailed Infinity a couple of years ago, it was better. The sad thing is that I don’t think they realize how their niggling little economies and deteriorating customer service are taking the Celebrity experience from “Celebrity” to “No name.” Embarkation was sub par at 45 minutes. These things can happen. What I will complain about is the usual chaos once on board. Why does every sailing start off like the crew has never done this before? It seems to be the standard in the industry and I think I have figured out why. The reason you never get assigned to the right dinner seating time and size of table, and why the bed configuration is usually wrong, is that they don’t even look at your requests, just sign you up for whatever is handy and you can change it if you want to bother. This isn’t just Celebrity, it’s every line we have sailed. If there is a line that gets these things right (and it shouldn’t be so hard) I would love to sail with them. Infinity got all of these wrong, beating the industry average in a negative way. The maître de, however, was “unable” to correct our seating on the first day. What the heck? Is nobody able to fix a simple error? So, on the second night, we showed up not knowing where our table was, though we knew the number by then, and had to wait almost twenty minutes while the girl at the deck talked on the phone and didn’t admit a single customer. We gave up in disgust and went in and found our own table. Not very professional, Infinity. There were some wonderful things about this ship. The heating and air conditioning worked perfectly which is always a nice surprise. The bed had a sheet above the duvet. The bed and pillows were quite comfortable. The steward, Esther, was excellent, as was the waiter, Charlie. There were some live plants around the upper decks, a nice touch. There were more and better choices on the tv. There was live classical music. (Also some unfortunate vocalists!) Since the nightlight is so bright, I appreciated the adjustable closer on the bathroom door. These factors would have made a big success of most cruises, but Infinity found other ways to go wrong. Though the food was generally better than average (lamb and beef consistently excellent), the menus in the MDR have gone downscale. The only lobster seen was a sad, nasty risotto on formal night. Lobster has gone from full to half a tail, to whatever sorry excuse for lobster in that risotto. A more serious economy was the discontinuation of Room service. You can still get a very limited menu of breakfast but that seems to be it. “Celebrity” passengers expect room service. The daily newspaper also is gone “to save the whales” we were superciliously informed by the front desk, though one wonders if the whales need forest habitat. The amount of paper that was subsequently wasted inviting us to “art”shows, the casino, drinks packages, etc could have made a lot of newspapers. She also said we can get the news on tv, but only American news exists on American channels and we like to keep up on Canadian news. So, alas, she was both snotty and wrong, which was the way the front desk was every time we dealt with them. When asked when we would actually arrive in Madeira, when land was still not in sight a half hour before the scheduled landing, we were icily told that it would be at ten, “as scheduled” as if we couldn’t read. Needless to say, we were well over an hour late. Why not just answer the question pleasantly and honestly? Later when we asked about “changing” the tipping distribution, we were told it “couldn’t be done” even when I showed her the item in the “Today” reminding passengers to do just that. She couldn’t think of any way to achieve it so we ended up cancelling all tips and paying the same amount out in cash to those we wanted to thank. We had to suggest it ourselves, it wasn’t going to occur to her, but she was the only one who wasn’t rude, so I cut her some slack. Another silly way they got it wrong was by not just not giving us “the time of day” (clocks were rarely seen and one on walking deck has been wrong since we sailed her years ago) but weather forecasts no longer appear on tv or Today programme. This would be very useful. We thought that the little flyers on the dining room tables advertising drinks packages were not classy at all. I don’t eat with a lot of scrap paper on my kitchen table, why should it be on my dining room table on board? Wine stewards will never believe that we do not drink, ever, and treat it as a joke, or possibly cheapness or stupidity, which is tiresome. We were also annoyed by “robo calls” from the casino. When we called to ask that they stop (we had just gone to bed; and nearly had heart attacks because family is instructed not to call unless it’s an emergency) the front desk claimed to be astonished that vacationers might not want phone solicitors offering them free chips in the casino, or whatever it was. To be fair, the calls did stop at that point, but my goodness! Elite status is worth less and less. The breakfast is now a “coffee”. It still serves alcoholic drinks, which may do for most people, but I like food, solid food, in the mornings. The internet is a joke. They sidestep complaints about the poor service by only offering all day packages to everyone but elite, who get 90 minutes free. This means that you often cannot get on at all, but then you must sign off, wasting 15 or 20 of your minutes as they charge you for all of the time you ar trying to get on or off. By the way, your password must be six or more characters long, though you will never see the tiny instruction to that effect on a phone screen, or even an iPad. As a diabetic, I confess I did worry about the supposedly gluten free AND sugar free offerings as they looked and tasted identical to the regular ones. I eventually noticed that sometimes there was tiny print in the corner of the labels saying which of the two an item was. Supposedly they subscribe to a program called Dine Aware, but I couldn’t see much about it on the net. I would suggest that diabetics do more research before booking. There are nice new doors onto the walking deck, but they stick and can be hard to open even with no wind, and our balcony door would not slide in the tracks and had to be dragged. Presumably these things will be addressed when it goes into drydock shortly. What they need to put into dry dock would be the higher level staff. If they had the skills and work ethic of the stewards and waiters (and if there was a walk around deck), I wouldn’t be wondering if I ever want to bother with Celebrity again. Read Less
Sail Date: April 2019
On our last cruise we experienced a further deterioration on value on Celebrity cruises. Since last September, our last cruise on the same ship, beverage packages allowances have been altered drastically. With the standard liquor package ... Read More
On our last cruise we experienced a further deterioration on value on Celebrity cruises. Since last September, our last cruise on the same ship, beverage packages allowances have been altered drastically. With the standard liquor package no more cappuccinos and fresh juices are allowed. The beer selections has also been cut. In the Dining Room the food was up and down. Often we had cold food and the service staff had to many tables. They tried their hardest but the waits between curses were very long. Portion size of the meals are all over the place, some to large some to small. No more lobster nights on Celebrity cruises. Entertainment was mediocre and not enough on the see days, In the passed much more was offered, For what we paid it was a let down. Value has decreased dramatically. Celebrity is, or maybe was or preferred line. It's time to give the others a try. Read Less
Sail Date: April 2019
This was our first trans Atlantic. We had 7 sea days in a row. We lost one hour every night due to the time change. The good part was we had 7 days of the calmest water ever and sunshine every day. The bad part was that there was ... Read More
This was our first trans Atlantic. We had 7 sea days in a row. We lost one hour every night due to the time change. The good part was we had 7 days of the calmest water ever and sunshine every day. The bad part was that there was nothing offered that didn't include a sales pitch during the day unless it was trivia or bean bag tossing. After the 2nd day at sea we were flat out bored. We also noticed the lost hours and were more tired. We liked the sit down breakfast in the mornings and the service and food were great. Lunch got very repetitive and half the space was either Chinese or Curried dishes. When they did offer chicken or beef or pork, it was so dry that it was hard to chew. Salads were always fresh. Pizza was also good. Dinner at night went from excellent pork chops and pork tenderloins to terrible brown stuff they called steak. There was NO LOBSTER dinner. Sometimes, we just ate salad and appetizers. Desserts were some kind of jello and cake mixture. The crème brulee was good. The food and bar service was quite good after we found our favorite bar staff and favorite waiters. The room steward (Made) was very helpful and always smiling. Several of the dining crew seemed bored with their jobs and were talking among themselves instead of talking with passengers. We did not see the officers mingling with any passengers. At the Cruise Critic gathering - they lined up and were introduced - and promptly LEFT! It lasted 5 minutes! How poor! Fortunately, there were 2 people on board that were willing to step up and give a lecture about the lives of the US presidents and their wives. A BIG THANK YOU to Bill and Sue Wills! They did several lectures but they were not sponsored by the ship and you had to know about them from Cruise Critic in order to get the time and place. The production shows were very good. The comedians were actually funny. Some of the singers were screamers so we left. The ship is older and showing her age. Everything was clean, but our shower had some rust and the balcony door shimmied if it was windy and they had to shut off the water twice during port days to fix plumbing things. One of the minor annoyances was the lack of a drawer under the desk, and a lack of shelf space. There were 5 drawers and that would have been plenty for 7 days, but for 14 days - it was not enough. Ports were less than exciting. Madeira, Cadiz, Alicante and Malaga all looked alike. I guess we should have expected that, but after you see 2 or 3 forts/castles - we were done. Read Less
5 Helpful Votes
Sail Date: April 2019
I chose this cruise as my first Transatlantic crossing and first time on Celebrity. I've been on 59 other cruises, so I consider myself well versed and know what I'm looking for in a cruise. It's easier to list my LIKES and ... Read More
I chose this cruise as my first Transatlantic crossing and first time on Celebrity. I've been on 59 other cruises, so I consider myself well versed and know what I'm looking for in a cruise. It's easier to list my LIKES and DISLIKES rather than ramble on so here it is: LIKES 1) Small ship.2000 passengers 2) Friendly working staff members 3) Nightlight in bathroom 4) No towel animals DISLIKES 1) Poor embarkation. One big mass of slow moving passenger lines with few employees checking in. Most talking or on the phone. 2) Inadequate public bathrooms. One urinal on average is not enough with an older crowd. Many bathrooms dirty and not working. 3) Two broken ice machines in cafe for the entire 14-day cruise. 4) Poorest quality of entertainment I've ever seen. 5) Segregated dining and lounges for select guests only. 6) Not one good movie offered at outside theater. Most old people not into animation, violence. Try oldies and musicals. 7) Smallest portions on entrees I've ever seen. I counted eight rigatoni pasta on my dish. 8) No orange or grapefruit juice at breakfast buffet unless you were willing to pay $3.50 until last 2 days when it was free. 9) No Christian service on Sundays but a Jewish service each Friday. 10) Don't be first in line for breakfast or lunch buffet. Everything is fresh from the fridge and cold. 11) Smallest, thinnest washcloths and towels I've ever seen in a suite. 12) Poorly written Daily paper. Mistakes prevalent each day. No mention of weather predictions. 13) Poor handling of shore excursions. Everyone had to go through the entire Celebrity Theater, up onto the stage to get stickers for buses. Tickets should have been given out in the theater hallways after a tour number has been called. 14) Not one tour bus offered a restroom. 15) Excursions returning after 2:30 PM found the buffet was closed. 16) Who in their right mind would pay $25 each for a photo? 17) Unfriendly officers. Not one ever spoke to us or smiled. Hardly ever seen. 18) No final bill delivered to stateroom on last day of cruise. 19) Only one announcement per day at 9:45 AM by a captain we couldn't hear or understand. 20) Few if any daily activities for seven sea days. Read Less
4 Helpful Votes
Sail Date: April 2019
Reading the reviews about the Infinity made me a little concerned about the age of the ship being we were doing a transatlantic trip 8 days at sea and ending up in Portugal and Spain.I cannot understand how some people can complain about ... Read More
Reading the reviews about the Infinity made me a little concerned about the age of the ship being we were doing a transatlantic trip 8 days at sea and ending up in Portugal and Spain.I cannot understand how some people can complain about this ship. The trip over seas was exceptional the ride smooth and the staff wonderful. I cannot begin to say how wonderful the experience was. I think if your looking for problems you could find problems on any ship but if you go to enjoy yourself and the company your with then you can enjoy whatever ship you are on. Our room was spotless and our room stewart, Sergio, was the best, always willing to do anything we wanted and always doing it with a smile. We have done many cruises and we don't go on ships looking for things to complain about, but look for the good things..Our day consisted of Sergio greeting us in the morning then we would go up to the 10th floor for the breakfast buffet or down to 4th for a sit down breakfast. Each day we would play cards or join what ever activity offered for entertainment for the day. Lunch was always at the buffet which they had plenty to god food to offer for any appetite you felt like having. Then onto dinner WOW we never had a bad meal all 14 days. Marteo and Mart were great waiters on the 5th floor. My husband loves to eat and whatever he wanted it was given to him with a smile. Then onto the entertainment at night, the shows were outstanding we went to all of them. Then onto the casino which I have to say I won and came home with money..overall if your hellbent on finding problems you will, but really try hard to enjoy a wonderful trip on a great ship the infinity still has a lot of life in her even though she is old..we love it from beginning to the end , fantastic. The excursions were not the best..we had six stops and I would say out of six we four that were halfway desent..Hop on Hop off buses were not so good. Read Less
1 Helpful Vote
Sail Date: April 2019
It seems much has changed since my last voyage on Celebrity. I’ve probably done a half dozen or more voyages with X over the years, and along with HAL considered it my favorite line. By way of background, I always travel in suites, so ... Read More
It seems much has changed since my last voyage on Celebrity. I’ve probably done a half dozen or more voyages with X over the years, and along with HAL considered it my favorite line. By way of background, I always travel in suites, so have the array of added benefits that this class of passage affords. First, the positives: - The WiFi has become far more affordable, and far faster. - The ship itself, despite many contrary reviews, seems well maintained - The staff remains friendly, helpful, and efficient. The negatives: - The food. Far below prior experiences. Quality of items in the buffet seems more like that I’ve had on Norwegian or Royal C, A long way from what I had come to expect from X. Even the cuisine in Luminae (the restaurant reserved for suite guests) is less than inspiring - some very good, some not so good. - The entertainment in the main showroom, with an exception or two, was way below expectation. - The activities do not seem to be evolving with the times. Granted, this cruise has an older demographic, but the range of activities continues much as cruising was 20 years ago. And I still don’t care for Bingo, art auctions, diamond sales, or karaoke. Read Less
Sail Date: April 2019
Where to start. The "guest" is treated like cattle on embarkation. Once inside the ship, their bars did not have the necessary items to create basic frozen drinks. This issue lasted all cruise long. No room service menu in cabin, ... Read More
Where to start. The "guest" is treated like cattle on embarkation. Once inside the ship, their bars did not have the necessary items to create basic frozen drinks. This issue lasted all cruise long. No room service menu in cabin, broken phome in cabin, incomplete room service orders. Cabins attendant did not ntroduced herself, we finally saw her at the end of the second night by coinsidence. Not enough life jackets in cabin for the amount of passagers and the front desk REFUSED TO PROVIDE THE MISSIMG ONES (no joke). The food quality in the main dinning room was so poor that we went there just one night. The buffet food was fresh and the dinning area was clean but the food had no flavor. Why? The ingredients and the cooking personnel was there so what was the issue? Who knows. Hot items were cold and cold items were warm. Onboard stores did not engage with passagers interested in purchasing high ticket items. It appeared to me that the employees were there more to protect the merchadise from theft than to assist customers in a sale. Only one comedian and he was bad, no magicians, no ice carving, no cooking demonstration...NOTHING. One night show was terminated early due to technical difficulties and they did not offered to resume/finish the show at some point (ups!!, could not finish the show, sorry about your luck!!). Debarkation: somehow some passagers were able to leave the ship early, according to Celebrity, based on their return flight. Interesting because that was not mention in ther website, their daily newspaper or TV., tHE daily newspaper indicated to watch a debarkation video on the cabin TV but the video was never made available. The final statement of all expenses was never provided or offered, so I guess that you were forced to do the line at the front desk if you really wanted one. If this line cannot do the basic things right in a smaller/older ship, I can't imagine the spectacle in their newer/much bigger ships. Celebrity again? No thanks. Read Less
1 Helpful Vote
Sail Date: April 2019
The cons: We chose this cruise because I read that there aren't many children on this cruise, however, there were about 40% whining, screaming kids. Also the caliber of passengers was shocking -- i.e. women dressed like strippers at ... Read More
The cons: We chose this cruise because I read that there aren't many children on this cruise, however, there were about 40% whining, screaming kids. Also the caliber of passengers was shocking -- i.e. women dressed like strippers at breakfast, etc. Other things I did not like were: most of the activities were based on sales pitches, i.e. selling diamonds, whiskey, wine, etc. Nothing that interested us. There was nothing, not even a colored egg or candy, for Easter. The chairs were always taken in the solarium -- people put towels on them and went elsewhere. The music in the buffet was loud and wailing -- not appropriate. The buffet opened at 12pm and 6pm, which I think is too late. The clam chowder had NOTHING in it but the broth -- not one clam or potato, etc. The crew served dessert at the buffet as if people weren't trusted to do it themselves. Also catsup was squirted on plates in the dining room -- again no trust. We had a concierge cabin and the hors d'oeuvres they delivered in the afternoon were a JOKE -- 4 pieces -- no bigger than a dime each. I ordered a scotch and water with a twist at the Oceanview Bar and it was served in a tall glass with a wedge of lemon. The excursion in Nassau was 3 hours, beginning at 11am, yet there was no provision for lunch. And restrooms were scarce. The worst part was it was at least a mile to walk to the bus from the ship. The pros: The concierge was very helpful, we loved the veranda, the cruise was so smooth it didn't seem like we were moving, the crew were all very nice and the dining room was spectacular. The escargot was outstanding and the hamburger at the pool grill was also very good. Read Less
Sail Date: April 2019
Staff all excellent. Food in restaurants excellent. Enjoyed the speciality restaurants. Haven’t been on Celebrity for a while as we prefer smaller ships. As this was a sort cruise at Easter there were a lot of families on board. They all ... Read More
Staff all excellent. Food in restaurants excellent. Enjoyed the speciality restaurants. Haven’t been on Celebrity for a while as we prefer smaller ships. As this was a sort cruise at Easter there were a lot of families on board. They all looked like they were having a great time, especially when the Easter Bunny made an appearance. Our only disappointment was that the times for our dinner reservations (8pm) for the speciality restaurants clashed with the evening shows and special events organized for the guests in the Suites. I would recommend you choose early (6pm) or late (9pm) dinner times if you want to see the shows. Our Suite (6130) was fine although the bathroom while functional, really needs a refit. The Michael’s concierge lounge for suite guests is very nice. It certainly provided a quiet refuge from all the young families on board. They also have a nice selection of complimentary drinks. In fact the whole suite experience is well worth the extra cost. Read Less
3 Helpful Votes
Sail Date: April 2019
We have sailed many times with Celebrity on the Solstice class and always have a great experience. Unfortunately, Infinity did not live up to the usual level of service on our short weekend sail to the Bahamas. It is really a loss for the ... Read More
We have sailed many times with Celebrity on the Solstice class and always have a great experience. Unfortunately, Infinity did not live up to the usual level of service on our short weekend sail to the Bahamas. It is really a loss for the guests and for Celebrity. As past guests, we were excited to see this short itinerary of two nights out of Ft. Lauderdale. We hoped it could be something we could do often. We also met a number of guests who were trying out Celebrity for the first time hoping to find a new line they could call their own. The crew on Infinity let all of us down. As past guests, we won't be back on Infinity or for a short cruise. We were embarrassed for Celebrity for all the first time guests. One couple said they were headed back to Carnival for better service! The ship is older and smaller than the bigger sister ships like Reflection, Solstice, Silhouette, and Equinox - we have happily been on all of them. The size and age does not excuse some of poor cleanliness in areas like the coffee shop. It also certainly does not excuse the inattentive service of the dining room staff, the store staff, bartenders and other crew. There was no effort to talk to guests beyond the absolute minimum to get in an order or a sale. The crew was not engaged with guests even to the point of gathering among themselves to chat and block areas in the buffet. We went up to the silent disco and again, crew were chatting with each other and no one was talking to guests. We never saw the Captain or any of the Officers interacting with guests. The two days felt like time out at sea so the port charges could be avoided in between two longer cruises. It felt like the fact that guests were on board was an annoyance to the crew. The crew was busy recovering from the prior cruise and getting ready for the next sailing. It felt like we were bothering them to ask for a drink or even try to get a price on merchandise in the stores. We did enjoy the entertainment in the theater - both the comedian and the singers and dancers were great. The pool side entertainers were also very good and we enjoyed the string duo in the afternoons. The food was OK and about as good as other Celebrity ships, we just were exasperated with the slow service in the main dining room. We were also aggravated that the Classic drink package was not offered. You could only buy the Premium packages. The reason given was it was only a two night cruise so they couldn't offer the lower priced packages. Makes absolutely no sense. We did not feel that this was a good value for us and I am sure Celebrity lost out on sales that would have otherwise occurred had the full slate of drink packages been offered. We were also frequently solicited for the premium dining and spa, just about as bad as the street sales people in port. We also tried the Concierge stateroom for the first time. Thankfully, it was a very low amount to have this because it is totally not worth any extra. We were offered free champagne twice but never received it. Would never pay for it again. We will be back on the S-Class ships but will be avoiding the M-Class ships in the future, especially Infinity. Read Less
Celebrity Infinity Ratings
Category Editor Member
Cabins 4.0 0.0
Dining 4.0 0.0
Entertainment 4.0 0.0
Public Rooms 4.0 0.0
Fitness Recreation 4.0 0.0
Family 3.0 0.0
Shore Excursion 3.0 0.0
Enrichment 3.0 0.0
Service 4.0 0.0
Value For Money 4.0 0.0
Rates 4.0 0.0

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