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11 Helpful Votes
Sail Date: January 2018
Very disappointing. Following several great experiences with Celebrity, this was a lifetime experience gone very bad. Celebrity communicated that the ship had propulsion issues and cancelled a port, with no option to cancel, less than a ... Read More
Very disappointing. Following several great experiences with Celebrity, this was a lifetime experience gone very bad. Celebrity communicated that the ship had propulsion issues and cancelled a port, with no option to cancel, less than a week before we left home. Then the first port of call got delayed by 2.5 hours pushing excursions into darkness, with no option to see the town, which according to the captain, was due to “adverse winds and currents”. No mention of propulsion issues or our late departure from Buenos Aires. Mid afternoon prior to the Falkland Island port call, some passengers were advised by shore based tour operators that our port stop was cancelled. Neither Guest Services or the Excursions Desk had any info. Finally at 8:30pm the captain announced that the Falkland port of call would be cancelled due to bad weather, with no substitute port call planned. Both the tour operators and Met office records show that without propulsion issues, the ship could have tendered in good weather, the prior day, as planned on the original itinerary. So we lost 2.5 of 4 port days due to propulsion issues Maintenance issues on this ship are extremely widespread. Bad Propulsion, multiple Issues in our and other cabins/suites and lots of visible issues in public areas. To make matters worse, after 2 weeks, we’ve had no acknowledgment of our written complaints or any apology from Celebrity. I guess they just don’t care. With the exception of late communication from the captain, the staff on board were excellent, but they will get tired of the lack of support from head office and frustrated passengers on board and move on to cruise lines who care about customers and don’t hide behind excuses about weather when the real cause of everyone’s extreme disappointment was a very badly maintained ship. Read Less
8 Helpful Votes
Sail Date: January 2018
In my experience, Celebrity is not the Premium cruise line that their advertising claims– not by a long shot. Recently took the Antarctic cruise on the Celebrity Infinity. We were notified 1 week before departure that there was a problem ... Read More
In my experience, Celebrity is not the Premium cruise line that their advertising claims– not by a long shot. Recently took the Antarctic cruise on the Celebrity Infinity. We were notified 1 week before departure that there was a problem with the propulsion system that would restrict the ship speed to 2/3 of the normal cruising speed. As a result, one of the 4 port destinations was deleted from the itinerary. Further, the restricted speed resulted in late arrival to Ushuaia and after a late excursion we returned to the ship after 10.30pm. Who needs dinner at that time immediately before turning in? A further day was lost due to the slow boat speed and a second port stop was cancelled due to bad weather south of the Falkland Islands. If the ship had been able to stick to its advertised itinerary we would have been through the Falklands a good day before the storm struck. So, 2 of the 4 port stays advertised when we booked cancelled. Of course Celebrity blamed the Falklands deletion on bad weather when in reality it was all as a result of the inability of the ship to cruise at its normal speed, arriving south of the Falklands a day later than it should have. Oh and another thing. We paid extra for the dining package, only to be slugged a surcharge for eating too much at Sushi on 5 speciality restaurant. That’s a new one on any cruise I have been on previously. Pay extra for speciality dining and then pay more again without notice. And now Celebrity have ongoing cruises on the same ship with the defective propulsion system instead of fixing it so that they can meet the advertised itinerary. When we complained, the line simply said that we had agreed to conditions whereby the itinerary could be changed for any reason. Just great. Nothing wrong with our money. It’s not defective in any way but Celebrity have provided cruise passengers with a defective ship and ripped them off on the speciality dining package. The most disappointing cruise I have ever been on. Read Less
15 Helpful Votes
Sail Date: January 2018
Chose Antarctica as the trip of a lifetime. Was a totally awful experience : 1. Ship had only one azapod so 72 hours pre-departure we were informed the itinerary was changing as the ship was unable to travel at full speed. 14 day ... Read More
Chose Antarctica as the trip of a lifetime. Was a totally awful experience : 1. Ship had only one azapod so 72 hours pre-departure we were informed the itinerary was changing as the ship was unable to travel at full speed. 14 day itinerary and we lost one of only four land stops. We are due compensation of 1/14th of the cruise cost but this has not been received yet. Worth noting that the ship lists badly as a result of this issue. 2. Arrived in our first port at 17:00 instead of 07:00. This meant that the excursions (>£250 per person) were undertaken in the dark. All shops and restaurants closed when we returned to the port. No compensation offered. 3. Were delayed getting to our second port by one day due to slow speed of ship. This meant we missed a calm day for tendering and were in the middle of a storm on the new arrival day. Couldn't tender. No compensation offered. So far we have been on the ship for over a week and have only been on land for 5 hours. 4. Missed our third port even though technically we should have had enough time to go there as we had also missed our second port. 5. So, on a 14 day cruise we were on land for 12 hours - 5 hours on Day 3 and 7 hours on Day 13 (in a port that was approximately 1.5 hours from the port at which we embarked and were due to disembark a day later). 6. Paid c £470 for internet access for the 2 weeks. It was a JOKE. Had to complain 4 times before they would come and check speed in our cabin. Partial refund offered (only partial because they said we could access it in the communal areas). 7. Meals in the Trellis restaurant were cramped with very small portions and felt very much like a sausage factory - get in, get out as your table is needed for someone else. 8. Overall the ship is tired. Needs a facelift. 9. Playing loud dance music on the outer decks as we were sailing through Antarctica was ABSOLUTELY INAPPROPRIATE. No idea who would want to ruin the serenity with that nonsense. 10. Very little over the counter medication available on board. I caught a bad cold but couldn't buy cough drops or ibuprofen and, because we were not hitting land, wasn't able to buy them at a stop. 11. No binoculars for sale on a wildlife cruise.....despite sending a flier that they were having a binocular sale ! 12. I have complained to Celebrity via our travel agent and also directly with the CEO over Twitter. Their response is that no compensation is due and that my complaint has been 'closed' by them. Overall we spent about £10k and it was the biggest waste of money. I'll never cruise with them again. Read Less
4 Helpful Votes
Sail Date: January 2018
We were sent to Antarctica on the INFINITY – A ship unfit for the seas. Two years of planning, over $24,000.00 (not including airfare, hotels, and other costs), and a year’s worth of PTO from work have led us to two weeks of ... Read More
We were sent to Antarctica on the INFINITY – A ship unfit for the seas. Two years of planning, over $24,000.00 (not including airfare, hotels, and other costs), and a year’s worth of PTO from work have led us to two weeks of disappointment. On January 13, 2018, about one week prior to our departure, we were notified about a propulsion issue with the ship and that they were canceling our port into Puerto Madryn as a result, but that a refund would be provided for this port. This was unfortunate but it was presented in such a way that made us believe we would not have any further issues on our trip – But this was not the case. Due to the propulsion issues, it was announced on the ship that our second port into Ursahia would be extremely late causing us to arrive at 4:30pm. Our stay in the port was extended until 2:30am to make up for the late arrival, but in a small town where everything closes by 6pm this was irrelevant and a waste of time. To make matters worse, we had two excursions booked for this port and both had to be canceled because our late arrival would not allow us to do both due to the shift in time. Thankfully we were able to book a different excursion, but the entire process was extremely complicated. However, the reason for writing this summary is because on January 22, 2017 (only our second day on the ship), we had dinner with the Captain. It was at this time that he shared they were already expecting very rough seas on our return from Antarctica and that a possible solution might be staying in Antarctica a day longer to avoid them. I believe this would have been a solution that appealed to many, yet a delay that likely would have been expensive to Celebrity Cruises. Nonetheless, we left Antarctica as scheduled and sailed directly into the rough seas we heard about a week prior… So rough, that our tender into Port Stanley was canceled the night before due to safety concerns and instead we would be continuing directly to our final port of Montivideo. I truly respect the concern for safety in Port Stanley, but clearly this is really an issue related to the propulsion once again because the port was replaced with another full day at sea in order to compensate for the slow ship in the rough seas. The irony of this is that Celebrity Cruises continued to state that guest’s safety is their top priority, yet the ship was still sent directly into the rough seas they had known about for over a week… Causing many passengers to be sea sick, and creating a ship extremely unbalanced and unsafe. The saddest thing about all of this is missing Puerto Madryn, Port Stanley, and not being able to fully enjoy our time in Ushuaia – All places we cannot easily return to and may never see now as a result. Instead the only port on our 14-day journey that we will truly get to experience is Montivideo – A capital city on mainland that is very easy to visit not by sea. Celebrity Cruises clearly prioritizes their profit and not guests. Our cruise should have been canceled due to the propulsion issues. There is nothing enjoyable about being stuck on a slow, vibrating ship, without ports for 90% of the cruise. We felt stranded and couldn't wait to get home which is not how guests should feel after spending this much money on a cruise. We feel very strongly that Celebrity Cruises did not handle this situation appropriately. Knowing the weather and rough seas we were expecting, paired with the propulsion problems of the ship - Logically they also would have known that it was inevitable that we would have the other delays and problems that we’ve encountered but did not share this with guests prior to our departure. Upon our return, we contacted Celebrity Customer Service and spoke with Jennifer. She was apologetic for these missed ports but stated nothing would be done becuase the delays we encountered were "due to weather" which is simply not true. Read Less
3 Helpful Votes
Sail Date: January 2018
We chose this cruise as our first, and chose Celebrity as my parents had had some good experiences with the cruise line. Our intentions were to view the wildlife of the southern oceans and to visit the Falkland Islands. The first goal of ... Read More
We chose this cruise as our first, and chose Celebrity as my parents had had some good experiences with the cruise line. Our intentions were to view the wildlife of the southern oceans and to visit the Falkland Islands. The first goal of viewing the wildlife was partially met by seeing some whales, seals and albatrosses but only a handful of penguins from a distance. The second goal, to visit the Falklands, was cancelled completely less than 11 hours before an already altered arrival time. We did not even pass close enough to see the islands. The cabin was clean and comfortable however the ensuite had an awful smell for the first two days until a deep clean and a repair to the extractor fan was completed. The second night we were wakened by loud mechanical and fluid noises that went on for several hours. Guest relations onboard found us an alternative cabin for the night and were extremely helpful throughout. Some excellent staff from all over the world were doing an extremely difficult job well. Dining in the Trellis restaurant was mostly to a high standard although the food tended to have too much salt and on occasions the sauces were overly strong such that the flavour of the meat or fish was 'drowned'. Embarkation was efficiently conducted. Onboard lectures were generally of a high standard. The talk on the Falkland Islands held in the theatre the morning before the planned arrival increased our anticipation for possibly the most interesting visit of the cruise, with close up sightings of penguins. The Celebrity theatre hosted some very entertaining evenings that should have satisfied a wide range of tastes. The acrobats and the house band were particularly good. The recreation areas were generally good but the fitness centre equipment had not been adequately maintained. The Public rooms were beginning to show their age but were generally kept clean and comfortable. We enjoyed the comfort and service within Cafe Al Bacio but were disappointed that, having paid extra for the speciality Tea, the ship ran out of our first choice within a week and then a day or two later ran out of our second choice and then the third choice. In addition the Ship totally ran out of Green Tea and granola. At sea on a cruise one can understand running out of some fresh food but to run out of dry provisions demonstrates some seriously bad planning. Even after re-storing ship in Montevideo there were no berries available for afternoon tea, dinner or for breakfast on our final morning. This in spite of Uruguay and Chile being major producers of blueberries which were in season. We were only able to go on one shore excursion. Our arrival time in Ushuaia was put back a further two and half hours which would have meant returning to the ship at 2330 so we had to cancel our trip into the National Park. Our short excursion in Montevideo on the penultimate day of the cruise, was enjoyable and informative. As to value for money, this is a very much more difficult assessment. We did not achieve our goals, or even the modified cruise itinerary, and although the staff were generally of a very high standard they were let down by an over ambitious programme, given the propulsion problems. It should be very well known that the ship needs to calculate its speed/time/distance with a sufficient reserve in speed to account for weather variations. The warnings were evident when the ship arrived in Ushuaia, the first port of call, later than the revised programme time. Celebrity claim the cruise of a lifetime and 'Modern Luxury lives here'. In all honesty I can not recommend Celebrity as I feel that the senior management ashore was disingenuous in dealing with their passengers. Read Less
6 Helpful Votes
Sail Date: January 2018
The Cruise from Chile through Patagonia and up to Uruguay ending in Buenos Aires. From start to end our room was dirty and poorly maintained - worst cruise of 15 I have ever experienced. Issues: 1) dirty bed skirt (I ... Read More
The Cruise from Chile through Patagonia and up to Uruguay ending in Buenos Aires. From start to end our room was dirty and poorly maintained - worst cruise of 15 I have ever experienced. Issues: 1) dirty bed skirt (I didn't want to know what liquid was on it!) 2) rust and hair and dirt in bathroom floor 3) dirty shower curtain 4) dirt behind sofa 5) dirt under bed - laundry bag and dirty bathrobe from prior customers Staff behaviour was that of a party ship for them. Room 6002 is apparently about the Staff party room! We head music til 3 am! There was a smell of smoke in the hall way we were told was staff smoking areas and later found out it was inside the ship! We had a drinks package and did upgrade to the higher level - poor service at the pool area in particular and no bar service during a quiz in the lounge! Read Less
1 Helpful Vote
Sail Date: August 2017
To see penguins and Antarctica - saw no penguins food was terrible except for the specialty restaurants. Furniture in restaurants was worn and dirty. Lido restaurant was always overcrowded and dirty. Ship was not operating properly, ... Read More
To see penguins and Antarctica - saw no penguins food was terrible except for the specialty restaurants. Furniture in restaurants was worn and dirty. Lido restaurant was always overcrowded and dirty. Ship was not operating properly, as management knew, but they sent us anyway. Cancelled two stops due to ship's limited functioning, so we saw no penguins - the whole point of the trip. We have taken 17 cruises and this one was the worst by far - cannot imagine a worse cruising experience. Management refused to do anything to make up for the terrible experience. We would not go on a Celebrity cruise again if it were free. Grossly incompetent management with no consideration for the guests. there is nothing more to say about this horrible experience - We spent 2 days in Buenos Aires before departure that was interesting - but no thanks to Celebrity - I need a couple more words - "CELEBRITY REALLY SUCKS AS A CRUSE LINE" Read Less
27 Helpful Votes
Sail Date: June 2017
This is the third time we have cruised with Celebrity. The first and second time the experience has been perfect, really perfect. Not a single complaint or issue. Hence we booked this cruise. On reflection, a mistake. I would urge ... Read More
This is the third time we have cruised with Celebrity. The first and second time the experience has been perfect, really perfect. Not a single complaint or issue. Hence we booked this cruise. On reflection, a mistake. I would urge you to take a look at the photographs as part of this review. To say we were disappointed would be an understatement. First off, as soon as we got on board, the first impression was a tired, old ship. We sat down at a table for lunch; it had a large crack, right across it. Worst of all was the cabin… soon as we walked in, we noticed that the bedding had holes in it! We then noticed that the bed skirt was grubby…. Not looking good. So we then pulled the duvet out of the cover and were DISGUSTED at the condition of it, with yellow and brown stains. The toilet had a black ring around the top of the water line. The bathroom mirror along the bottom was badly marked Of course we complained, and all bedding was changed immediately, but it sets the cruise off to a bad start. On the night, the cabin was FREEZING, seems the thermostat was faulty… again this was changed, but on the second night, it was still cold in there… it was adjusted by the engineer again. We had several sleepless nights due to the fact the rubber seal on the door was defective, and caused a whistling sound and a draft. Service in the restaurant was not up to the standard we had experienced on the two previous cruises, and I didn’t feel the food was as good. Embarkation was a shambles... we stood for 2 hours! All in all, not a good cruise, fortunately Alaska and great weather was the only good points. Of course Celebrity have admitted it was poor, and offered us money off the next cruise, if we go with them, but I have lost faith now that Celebrity can meet our expectation in the future. Read Less
15 Helpful Votes
Sail Date: June 2017
We went on this cruise with 20 family members for a 50th anniversary. As soon as we boarded we were constantly harassed by crew members trying to sell something. This was our 3rd cruise (first and last on Celebrity). The first 2 days ... Read More
We went on this cruise with 20 family members for a 50th anniversary. As soon as we boarded we were constantly harassed by crew members trying to sell something. This was our 3rd cruise (first and last on Celebrity). The first 2 days were the worse with hard sell pushes for drink/spa/dinning packages. After that we only saw the sell pitch when going to meals or watching their TV. The ship was dated, meals were average, we ate in the dinning room with our family for 3 nights, buffet the others and the last night in Qfine (it was amazing, but was also $45 extra). We sampled all the deserts and while they looked great, it was hit and miss, some not eatable, some good. The entertainment was good, but unless you were a big gambler or drinker, not allot else to do on the ship. We did 2 events planned on the ship. Pools, sauna and hot tubs were ok, but crowded. Allot of extra fees for spa equipment, classes, etc. My wife is hearing impaired and for some reason they have disabled the Closed Caption on their TVs. We went to customer service and asked about it, and they claimed their satellite didn't provide closed caption even on the major network channels. All over the ship there were signs for hearing impaired devices. When we asked at the customer service desk within 10 feet of one of these signs they were clueless. Most of the staff seemed to speak English but not understand the language. We finally got help in the theater with the hearing device. Made performances much better for my wife. We did 8 shore excursions, 7 were good. Zipline was great. We never saw bad weather, but the ship was constantly rocking. On our first Disney cruise we saw 20 foot waves and the boat never moved. When we were in port, I went to the "wave pool" and asked one of the crew to turn on the waves, he said we don't have a wave machine, it is just produced by nature :) It wasn't bad that it made you sick, but it was noticeable, I wonder how the ship would be in more than 3 foot waves. Read Less
4 Helpful Votes
Sail Date: March 2017
The itinerary and entertainment was great. Everything else was awful...condition of Ship and cabin, food, service. The Infinity is not being kept up. Do not go on any Celebrity Ship that is not newer! We had a horrible time. Nothing was ... Read More
The itinerary and entertainment was great. Everything else was awful...condition of Ship and cabin, food, service. The Infinity is not being kept up. Do not go on any Celebrity Ship that is not newer! We had a horrible time. Nothing was kept up and no one cared. The crew were not properly trained. The phone service did not work. So much was dirty. There was norovirus for months and months. There were floods and constant wet floors and the ceiling was leaking. So many of the Officers were so snooty. I'm not sure I will do on Celebrity again, but if I do, it will be on a new Ship. They made promises that were not kept. The loungers at the poo, were uncomfortable. We really did not like a thing about the Cruise Ship itself exceoy a few of the crew. I would stay far far away from this Ship or any Millenium class ships from Celebrity. Oh, the HVAC system did not work properly the entire time! Read Less
1 Helpful Vote
Sail Date: March 2017
The worst was the in-room phone system. I was in cabin 1111 and received countless pocket calls from crew members at all hours. Not fun in the middle of the night (4 times)! Customer Relations said there was nothing that could be done ... Read More
The worst was the in-room phone system. I was in cabin 1111 and received countless pocket calls from crew members at all hours. Not fun in the middle of the night (4 times)! Customer Relations said there was nothing that could be done since the system is 16 years old. Unless I noted who the extension was, they had no caller ID to identify the offenders. Palease!!!!! They asked I do not unplug the phone in case of emergency. So, don't they have other ways to communicate for emergencies? After 4th pocket call in the middle of the night, we unplugged. Unfortunately, the experience did serious damage to the fun factor. The second bad news is the unpleasant seating situation in the breakfast buffet. Extra tables and chairs were added to the aisles, but that only worsened matters by obstructing the food lines and it did nothing to ease finding seats. When Infinity is upgraded, they not only need to upgrade the phone system, but they also need to add a larger seating area to the buffet restaurant. They also need to replace the Guest Relations Manager with someone who has better suggestions than making customers note the caller ID. I suggested changing the number of the room could do the trick. If you've got a lozeng-style phone, like the Infinity crew, just lock it in your pocket. Imagine how easy it is to lean up against something and have the number 1 depressed. The phone may register 20 number 1's before you move, but it only took 4 to ring my cabin. No other staterooms on the Infinity have 4-digits all the same. It could be an easy fix until the phone upgrade. But why did I have to come up with it? The GRManager said this was the first time he received a complaint about this. I don't believe that for a second. I caught him in another lie too. Celebrity, please get rid of him!!!! Read Less
1 Helpful Vote
Sail Date: February 2017
The worse part of this Ship is how old it is and how they do not maintain it. Our HVAV (heating and cooling) malfunctioned constantly throughout the lengthy cruises we were on. There were broken pipes and leaks in multiple public areas, ... Read More
The worse part of this Ship is how old it is and how they do not maintain it. Our HVAV (heating and cooling) malfunctioned constantly throughout the lengthy cruises we were on. There were broken pipes and leaks in multiple public areas, including a flood in our room. The floor Supervisor actually told us this is almost a daily/nightly occurance.The phone systems did not work properly, and we were told that they will not be fixed, due to the age of the Ship. We missed multiple wake up calls, and we eventually begged them for a person to call from what I jokingly refer to as "Guest Relations", and we missed four in a row, and thus missed what we were to do that day. Room service was atrocious and we were bothered on multiple occasions when the do not disturb sign was up, early in the morning, with orders that were not even ours. The room and bathroom was so dirty; we have pictures that would curl you your toes. We brought up at least two safety issues, that were not addressed, and the Officers actually blamed it on the Passengers. The food was not good at all. Friendly-ness about the Ship was very inconsistent. There is so much more I could say, but will end with just STAY AWAY!!!!! Photos coming later. Read Less
6 Helpful Votes
Sail Date: February 2017
Oh my gosh! I have seen some bad things on cruise ships, but this is the worse ever. The food was awful, unless you paid in the pay restaurants and then okay. The paint is peeling off everywhere, they are not taking care of this old ship. ... Read More
Oh my gosh! I have seen some bad things on cruise ships, but this is the worse ever. The food was awful, unless you paid in the pay restaurants and then okay. The paint is peeling off everywhere, they are not taking care of this old ship. There were plumbing leaks everywhere and we had a flood in our cabin. They could not get the heat and air working correctly in our room. The responsiveness of the staff to problems was erratic. The phones were not working properly and we missed several wake up calls. The Asst. Guest Relations Mgr. was just awful. The great part of the cruise was Alejandro the Cruise Director. We would not ever ever go on an older Celebrity ship again, nothing ten years or older, Celebrity is not keeping up their older ships. What was scary was how many leaks and how much water was stained everywhere. Oh and the buffet tables and floors were very sloppily cleaned...disgusting! Read Less
12 Helpful Votes
Sail Date: January 2017
My main reason for choosing this cruise was the itinerary and I decided to do it on Celebrity Infinity as I had sailed on Celebrity before and for them to be reasonable good value for money. Unfortunately this was not the case this time ... Read More
My main reason for choosing this cruise was the itinerary and I decided to do it on Celebrity Infinity as I had sailed on Celebrity before and for them to be reasonable good value for money. Unfortunately this was not the case this time round. In fact I am not sure about cruising anymore. Infinity is an old ship and to say it has seen better days would be understating it. The whole ship although clean in appearance is very shabby. The choice in the buffet dining room was virtually the same every day. Maybe its because I am English but I expected that if a roast dinner was on offer for example roast pork or beef with gravy that next to or at least very close by you would find some sort of potatoes and maybe a little veg, but sadly this wasn't the case. If there was potatoes to be found it was always at the complete opposite end of the dining room and it was like a game of hide and seek to find the vegetables very very poor in my opinion. The main dining room although food was adequate that was all everything from steak to chicken to fish all seemed to taste the same a little like airline food. Also it was extremely dull and dingy possible so you couldnt see what it was you were eating. The Cellar masters that was supposed to be a wine bar had a list of 17 red wines of which 8 were not available and of the remainder more than half were not available on premium drinks package. The itinerary although looked exciting the ports of call were very poor. Any port information that the ship had basically said there was nothing to do unless you booked there excursions, which in several ports was an out and out lie to make you pay exorbitant prices for trip. Having said all that the staff were amazing very friendly and courteous and always seemed to be happy although I cant imagine how working for Celebrity. This is my 3rd cruise with Celebrity and very much doubt I will be rushing to book with them again. Read Less
7 Helpful Votes
Sail Date: January 2017
This cruise was the worst I did with Celebrity. It was my third cruise with the company and the experience was negative in general. We are a couple +70 no children. The first day: I had concergie class and points as frequent guest. That ... Read More
This cruise was the worst I did with Celebrity. It was my third cruise with the company and the experience was negative in general. We are a couple +70 no children. The first day: I had concergie class and points as frequent guest. That belong a champagne bottle at the cabin and a long list of other amenities. Nothing of that was in the cabin, I had to complain at the service desk in order to get those compliments. Lack of information in general. The TV set the channel with the navigation information regular in all cruisers was incredible bad, without the data of temperature, pressure, wind directión, forecast, etc. The channel of the navigation chart very poor, without different scales to show properly the location of the ship, etc. The quantity of TV channels very small and full of "poor signal". The bulletin of daily activities no informed about the ship set sailing time. The ship doesn't comply with the time of arrivals and departure written in the brochure and contract. The cost for Wifi connection incredible expensive compared with other cruises. The library was closed all the cruise time with the excuse of sanitary danger. The meals at the Ocean View Restaurant, the buffet restaurant deck 10, were totally rutinary. All days the same food. It was completely boring to don't have daily alternatives to eat. It is strange that the same company could be different ( I mean worst) making cruises in Europe or Australia tha in south America. May be the target at the south is less than at north. Read Less
6 Helpful Votes
Sail Date: December 2016
We chose this cruise because of its South American Ports. We enjoyed each port opting to hire a driver to take us around those ports we had not visited before. Our cabin was a good size with more than enough storage. First few days the air ... Read More
We chose this cruise because of its South American Ports. We enjoyed each port opting to hire a driver to take us around those ports we had not visited before. Our cabin was a good size with more than enough storage. First few days the air conditioning unit in our cabin sounded like a jet engine. Once reported it was repaired right away. Our cabin steward was great (thank goodness). Entertainment...horrible. Food...horrible. Gym...small and in need of an upgrade with equipment. Shops...over priced. The one and only drink I ordered from the bar in the pool area was horrible. We witnessed far too any unsanitary conditions in the cafe. Utensils not being (actually saw someone pick up a breakfast Danish with his hand, pull the top off and put the bottom back...a gentleman put his hand in a candy jar to get a handful of jelly beans and then became angry when told he could not do that...several people ducking their heads under the glass shield to get food and you could see their long hair landing in the food. I did report all these unsanitary conditions to guest services. In the gym which I frequented, the santitary conditions were not any better. At least 80% to 90% of the people using the equipment did not bother to santitize before or after use. Many people stayed in their workout clothes all day never changing their clothes from the morning workout. There were possible cases of Norovirus on board, as all passengers received a form on the last night and were asked to check it we had symptoms. If this was the case I can see why with all the unsanitary condition we observed. After reading CC threads and other reviews I was disappointed with the Infinity. There was nothing remotely resembling luxury about this cruise ship. I have seem better on other cruise lines (NCL, Princess, RC, and yes even Carnival). What we witnessed on the iInfinity we can honestly say we have never witness on other cruise lines. Last but not least all the discussion about dressing to go to the dining room is blown way out of bound. I went once and on that night (causal chic night) I saw everything from evening gowns and tuxs to t-shirts and jeans. No one was turned away (I was seated at the table at the front door). This was our first and maybe our last cruise with Celebrity. I quess we were expecting cream of the crop and we got the low of the lows. Read Less
2 Helpful Votes
Sail Date: November 2016
The ship was very pretty and embarkation was smooth and efficient. However, none of the drink stations were working and the kids had to either go to the one bar that was open or to the buffet to get drinks. We found one bar open with 2 ... Read More
The ship was very pretty and embarkation was smooth and efficient. However, none of the drink stations were working and the kids had to either go to the one bar that was open or to the buffet to get drinks. We found one bar open with 2 bartenders and then only one for the unending line of people. This was only a 4 day 3 night cruise and the 2 stops we were scheduled to make, we couldn't due to high winds. The ship had no contingency plan. They did add to the children's activities when it was determined we would be at sea instead of in port. Since this was the first cruise for the children we had made plans on both islands that we did not get to do. We did end up going to Freeport instead. The staff on the cruise was of zero help to find anything fun to do with the kids at Freeport. However, the people on the island were so friendly and more helpful than anyone on the ship. They helped us to find someone who provided parasailing which was one of the plans the kids were looking so forward to and made our day. I have never been on a cruise like this before and will never cruise with this line again. Read Less
2 Helpful Votes
Sail Date: November 2016
We have been loyal Celebrity cruises for 25 years, yet were disappointed last year while on a 22 day b2b so we decided to try this short cruise to see if things had improved. Embarkation was well organized and we were onboard in ... Read More
We have been loyal Celebrity cruises for 25 years, yet were disappointed last year while on a 22 day b2b so we decided to try this short cruise to see if things had improved. Embarkation was well organized and we were onboard in less that 15 minutes. Our room attendant was excellent. The restaurant staff in Blu was was very good, but they were overwhelmed because they were short staffed. After ordering, it would take 30 minutes to receive the first course and another 30-45 minutes for the entree. Salads were excellent, but the entrees ranged from poor to inedible mainly because the quality of the meats was so bad. There was an overwhelming sewage odor in our cabin and hallways that could not be covered up. Unfortunately, because of the food and the odor, this is our last Celebrity cruise. While we appreciate the great dividend our RCL stock pays, we would rather see the dining experience returned to its previous level. Read Less
6 Helpful Votes
Sail Date: September 2016
This was our 34 cruise since 1991 and the third on Celebrity. To say it was a disappointment would be and understatement. The food which is why everyone cruises was in the poor category. They have now come up with new names for items on ... Read More
This was our 34 cruise since 1991 and the third on Celebrity. To say it was a disappointment would be and understatement. The food which is why everyone cruises was in the poor category. They have now come up with new names for items on the menu but the food overall in tasteless and unappealing. For the first 3 nights there were very few wines to choose from as they were out of most items on the menu. There were 4 nights in a row where there was some type of chicken rollatini on the menu. Now on the left side of the dinner menu they have steaks and lobster available for an up-charge from $17 to $32 if you do not like the evenings offerings. The specialty restaurants have similar food to the dining room just larger portions for an additional charge of $45 to $50 per person. We had dinner in the Tuscan restaurant where we expected a generous shrimp cocktail and steak for dinner but now go. We had fish that was tasteless and very poor service. The ship was not well cleaned or maintained. There were chairs with the stuffing coming out and the wooden arms heavily scared. The tables in the Ocean View Cafe (buffet) were constructed with a poor edging that was encrusted with dirt and grime. We pointed this out to the staff and they said they cleaned it but is wasn't during our cruise. The prices of items you normally purchase were very high also, A liter of water was $5.50 and a can of coke was $5.00, both with an additional 18% tip, just outrageous. Overall the service was less than average. We will never cruise on Celebrity again. Read Less
6 Helpful Votes
Sail Date: September 2016
Prior experience with Celebrity and wanted to visit Alaska. Upon arrival and entering our cabin, we found a fowl odor in our bathroom for our entire trip. No pen and paper in room. Lights in bathroom were burned out as well as lights ... Read More
Prior experience with Celebrity and wanted to visit Alaska. Upon arrival and entering our cabin, we found a fowl odor in our bathroom for our entire trip. No pen and paper in room. Lights in bathroom were burned out as well as lights under draperies. Food in Blu was unacceptable. Guest services were not knowledgeable and provided incorrect information. The hostess in Oceanview Cafe told us we could not make a reservation but upon arrival for dinner there were 2 lines, one for those that had reservations and one for those that did not. We lost an item on the ship and visited guest services several times. We even called one time and were told that the item was returned. We went to guest services to get it and were told it was not there. Only upon our insistence that they recheck since we were already told it was there, did they look and find it. Food in Qsine and service was fabulous. Band and shows were also fabulous Read Less
14 Helpful Votes
Sail Date: February 2016
we feel absolutely cheated out of our holiday money. We are battling farmers who have saved our money for what was to be the holiday of our lifetime. Firstly, there was an 18% service charge on everything we bought, then there was a place ... Read More
we feel absolutely cheated out of our holiday money. We are battling farmers who have saved our money for what was to be the holiday of our lifetime. Firstly, there was an 18% service charge on everything we bought, then there was a place on the invoice for a tip. A few times it was underlined. A cheap bottle of wine we bought in a supermarket in Santiago for $4.50 was on the menu for $35 + 18% etc. They X rayed your bag if you'd been ashore checking that you hadn't bought any alcohol with you. We paid gratuities in package purchase price in Australia, but when aboard, they charged again. When my wife inquired at the information desk she was told that was only for the room boy. Everywhere we went someone was trying to sell us something. It wasn't only us that felt cheated either. There was not even a picture theatre on board, instead you had to sit in the bough of the ship in the open air. The free shows were all second rate. There was a poor old fellow who gave seminars on various topics, he was good, but we got the feeling he was only paid by a free trip. If this is what cruise ship holidays are about, count us out on any more. Last holiday was on a Trafalgar bus tour around Eastern Europe. That was much better value. I wouldn't advise anyone to cruise Celebrity! Read Less
8 Helpful Votes
Sail Date: September 2015
Sorry, i did not post this here sooner, i posted it elsewhere and forgot to post it here. We have sailed the Infinity before-LOVED IT! We have sailed the Panama Canal before with Princess- LOVED IT! This time it was more of an ordeal ... Read More
Sorry, i did not post this here sooner, i posted it elsewhere and forgot to post it here. We have sailed the Infinity before-LOVED IT! We have sailed the Panama Canal before with Princess- LOVED IT! This time it was more of an ordeal than a vacation. We knew that off ship it would be very hot- but I recoup once in AC. But not this cruise since our concierge cabin was too hot most of the time. On the coolest day they claimed it was 70 degrees- that was the coolest day and after days of 24 hr curtains closed and bathroom closed! So most of the time it was probably 75+ in our cabin. Little sleep, heat illness- ugh! Others on deck 8 told me the AC was . . ."just barely OK". The dining room was most often sweltering. The food- cheaper ingredients, beef including prime rib too tough to cut. I was amazed to see Celebrity voted on Cruise Critic as the best food fort a mainstream cruise company!!! It used to be our fav for food. but this time totally inconsistent. And why get a concierge cabin? We had a concierge in the past- fresh fruit of choice daily, fresh flowers every few days, dinning room menu served in your cabin for dinner at no extra charge, and priority tender tickets. This time the only perks from the above were the tender tickets which no one bothered to send us- plus apples only daily! Two entertainers were wonderful= a singer from the orig cast of CATS and a puppeteer, BUT the the movies, the minimal tv selections, and a male staffer who's trivia was horrid made for a tedious 17 day cruise. Our kudos are only for some of the excellent staff who tried vainly to improve things.We have thus canceled a Jan Mexico cruise and are thinking of not cruising again. Read Less
3 Helpful Votes
Sail Date: March 2015
This was our second Celebrity cruise and our second time on the Infinity. One of the main reasons we selected this cruise was due to the exceptional time we had on an Infinity transatlantic cruise in 2013. Unfortunately, this cruise ... Read More
This was our second Celebrity cruise and our second time on the Infinity. One of the main reasons we selected this cruise was due to the exceptional time we had on an Infinity transatlantic cruise in 2013. Unfortunately, this cruise was 180 degrees opposite. The best thing to say about this trip was our room stewards - we were Aqua class on deck 9, and the wine steward at Wine Cellar. The staff at the Cafe al Bacio was also very good. The on board entertainment was pretty good - Celebrity dancers and singers put on a couple of really good shows. I loved the magician, Greg Gleason did a wonderful job and his memorization program was mind blowing! Boarding was a breeze and that was the last good thing outside of the exceptional service by our room stewards. We found the food in the dining room to be average. Very disappointed in Blu dining room - including the staff. Once the Noro virus hit, all bets were off. Overworked staff and staff members (including the singers/dancers) were all brought in to help serve drinks in the Oceanview Cafe as well as dispense hand sanitizer. Overall, the staff appeared overworked, understaffed and undertrained. Many were surly and never smiled. I don't know if many of the staff were at the end of their contract, or there were new contract staff. But the service was sub-par. Once the outbreak hit, systematic changes began - all the salt and pepper shakers were removed from tables, you could not self serve any food, or pick up your napkin/silverware...everything was handled by staff. Eventually, they also ended up pulling our pillows and bed shams from our cabin as well as all glass ware which was replaced with papercups! I appreciate their efforts to try to do whatever they could to mitigate the outbreak, but the ship should probably be put into dry dock and sanitized from top to bottom. The carpeting on the stairwells was fraying in places, there was beginning of mold in our shower stall, there was an odor in the bathroom throughout the cruise (found some fragrance sticks someone left over, which I placed in the bathroom. I don't think our air conditioner worked very well...it was on high throughout the cruise. My spouse and I both got sick...husband came down with it twice. We were both isolated by infirmary and given injections and medication, but the last time he got sick we self-isolated. We had to eat bland food so our beverage package was a waste. We missed a couple of ports and had to cancel several wine tastings and food and wine pairing events due to the illness. Fortunately, we were both feeling reasonable during the Panama Canal transit. Several people we met on the cruise also self-isolated, so we feel that the numbers of sick passengers/crew was under reported to CDC. Our attempt to discuss our displeasure with staff was less than satisfactory. My husband and I are both in the resort industry and know how important good public relations can be. Apparently Celebrity does not care what their passengers think. This cruise was so disappointing - especially since our last cruise was so wonderful. I will be sure to check the CDC website for inspection reports prior to booking a future cruise. Read Less
4 Helpful Votes
Sail Date: February 2015
The ship rocked for most of the trip and the waves were NEVER over 15 feet. Where were the stabilizers?The food was really not edible at most dinners (we were 2nd seating). My estimate is that about 1/2 the passengers ended up with some ... Read More
The ship rocked for most of the trip and the waves were NEVER over 15 feet. Where were the stabilizers?The food was really not edible at most dinners (we were 2nd seating). My estimate is that about 1/2 the passengers ended up with some kind of influenza (everyone was coughing).. I think there is an issue with the HVAC system. We had water coming into our cabin the next to the last night of the cruise and we had to change rooms. The entertainment was excellent. The staff was nice. We did get into the ports we were supposed to see. However, there are other choices to make this trip. Take the other choice! Read Less
3 Helpful Votes
Sail Date: January 2015
We experienced the Celebrity Silhouette on a Mediterranean cruise in 2012 and loved it. We had a great time and were very impressed by the ship and hospitality. We booked Celebrity Infinity on the experience of our last cruise. ... Read More
We experienced the Celebrity Silhouette on a Mediterranean cruise in 2012 and loved it. We had a great time and were very impressed by the ship and hospitality. We booked Celebrity Infinity on the experience of our last cruise. Unfortunately the experience on Infinity was vastly different. By the end of the cruise we all couldn't wait to get off. The staff are generally unattractive and some just outright rude. I found myself visiting guest relations to raise complaint about something new almost every day. The shore excursions were also of very poor quality and over priced. The food quality on the ship was also poor. We were really disappointed about the whole experience and have now been completely turned off by cruising as a family vacation option. What's worse about Celebrity is they brag to you about how wonderful and superior they are in terms of quality and luxury. When they don't live up to their promise it is bad but worst is when they do nothing about it when you complain. There was a lot of grin fuxxxing from the staff and little action to resolve issues. Read Less
Celebrity Infinity Ratings
Category Editor Member
Cabins 4.0 4.1
Dining 4.0 4.0
Entertainment 4.0 3.9
Public Rooms 4.0 4.3
Fitness Recreation 4.0 3.9
Family 3.0 3.9
Shore Excursion 3.0 3.7
Enrichment 3.0 3.8
Service 4.0 4.3
Value For Money 4.0 3.8
Rates 4.0 4.1

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