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Sail Date: April 2015
Overall: While we had enjoyable experiences on the cruise this was due more to the ports of call rather than the ship itself. Overall the cruise fell well below our expectations. The quality of food was not much above fast food / cafe ... Read More
Overall: While we had enjoyable experiences on the cruise this was due more to the ports of call rather than the ship itself. Overall the cruise fell well below our expectations. The quality of food was not much above fast food / cafe standard and the entertainment was very variable. The ongoing actions to contain the norovirus outbreak only lessened the enjoyment, with some facilities/activities suspended and the normal procedures of the ship life significantly disrupted for the entire duration of the cruise. Virus issues aside, we thought that Celebrity would provide a superior cruise experience - they did not. Their poor management of the virus outbreak (a problem of their own making), confirmed that we will not cruise with Celebrity again. Boarding: We were notified a few days prior to sailing that boarding of the ship would be delayed an hour to allow the company to complete a clean-up and sanitisation after a norovirus outbreak on the previous cruise. This seemed like a small inconvenience to ensure the ship was free of the virus. What actually happened was much different. After check-in, we waited for several hours in the boarding area at San Diego pier. When we were finally permitted to board, we had to pass through two hand sanitising stations before we actually got on the ship. Once on-board, we were advised that state rooms were not yet available, so we had to wait in the public areas - still carrying our hand luggage. An hour or more passed, then came the announcement of the compulsory safety drill. We had to move to our assigned muster stations - still carrying our luggage. After the drill, cabins were still not ready, but we were told that we could drop our hand luggage off in the rooms. An announcement would be made later when the rooms were ready. No announcement was ever actually made, so we found ourselves going to dinner in the same clothes in which we boarded - OK except that it was now mid-evening and the temperatures quite cool. No chance to change into something warmer as our main luggage was yet to be delivered to the cabins that were still not ready for our occupation. After dinner, and still no announcement, we went to our cabin and found it was now ready and our luggage was outside the door. The Restaurants: We had paid extra for 'Select Dining'. We were told that this gave us the ability to eat at any time in the Main Dining Room (Trellis Restaurant). This was not the case. On the first night, we lined up for 20 minutes outside the Floor 4 entrance, only to be told that Select Dining was on Floor 5 (We later found this information in the cabin information folders, but they had been removed from the cabins for sanitisation and not returned for several days). We waited another 20 minutes in the queue on Floor 5, only to be told that they had no free tables. They gave us a pager. After another 15 minutes, we noticed that another couple who had received their pager after us, had been called to the restaurant. We went to the desk to enquire. They checked some computer and ushered us into the restaurant - apparently the pager had failed to ring. No explanation or apology offered. We wrote all this off as part of the general first day debacle, but on subsequent nights, we found that queuing and being given a pager were in fact the norm. A restaurant manager explained to us that more people had purchased Select Dining than the 5th floor could accommodate. We eventually found that by arriving at a particular time (after the first theatre show and before the next had started), we could get into the restaurant without waiting. Effectively, we had a set dining time - not 'whenever we choose'. The food quality in the Trellis Restaurant varied, but on average it was rather dull. My wife described it as like eating in a cafeteria. On the TripAdvisor 5 star scale, it would rate 2-3 stars. The service in the restaurant was generally very good - though sometimes the wine waiter would go missing. Other dining options included the main buffet, pizza bar, hamburger bar and the grill on the back deck. These all served good 'fast food'. Fine for lunch and snacks. We did not try the 'extra fee' restaurants - based on what we had in the Trellis, we were not willing to pay extra for what we thought would probably be more average quality food. Entertainment: There was a show in the main theatre each night (the show had early and late sessions to correspond with the dining times). The acts varied in both style and quality. We loved a couple of them, and found a couple to be not worth sitting though to the end - not for style, but more because of the quality of the performers. On the final night, we expected a grand finale - instead we got what appeared to be a cobbled together collection of performances from previous nights - including screening the cruise video. It seemed clear that they had a problem with the planned performance, and had to hurriedly put together an alternate. Like many other 'issues' on the ship, no announcement or explanation was ever given. Performers in other areas of the ship also varied in style and quality - only a couple ever attracted us, but other guests may have enjoyed them. Ports of Call: We enjoyed all the ports of call. The arrival/departure times gave us plenty of time in each. We took 3 Celebrity shore excursions and we happy with each of them. We would have liked to have broken the two final days at sea with a stop-over in Jamaica (we sailed close by it). Shore Excursions: We took 3 Celebrity shore excursions and they were the most enjoyable parts of our trip. They departed on schedule, the guides were very good and the attractions visited were as described. The only complaint we had was with the time allocated to visiting gift shops. Obviously the company gets paid to deliver customers to certain shops, but we would rather this be done at the completion of the excursion, rather than take time away from the actual tour. Virus Problems and Impact: Compulsory hand sanitising (via squirt of gel from the stewards on duty) as you passed from one area of the ship to another, remained in place for the entire cruise. The only places where you were never 'squirted' were the casino and the computer room - both revenue generating areas. I personally found this sanitising insulting - it assumes the passengers have a virus that may spread to others. My understanding is that large and rapid outbreaks of norovirus, can only come from contaminated food. The root cause of the virus outbreak must surely lie in the ships hygiene and food handling procedures. Full virus eradication and procedure revision should have been completed before the boat left the dock, not during the cruise. In discussions with the ship's Guest Services staff, it was revealed that passengers were continuing to get the sick on this cruise - a person staying in a cabin near us, said she had been very ill and confined to bed for 3 days after having gotten ill several days into the cruise. The other impacts that the virus outbreak had were less dramatic, but very disruptive to activity on board and greatly diminished the enjoyment of the cruise. Food service in the buffet was changed from the usual self-service arrangement to all food and drinks being served by the ship staff. This included water - you could not get a glass of water from the water machines - you had to go to a temporary desk and request that a server pour you one. The ship did not have the staff or space to properly accommodate this arrangement, so waiting for everything became the norm, and the aisles became crowded to the point where people in wheel chairs found it difficult to move about the buffet area freely. In the restaurants, salt and pepper shakers were removed from the tables - paper packets provided upon request, and the usual butter dishes were replaced by small, individually wrapped serves provided on request (which ran out before the end of the cruise). The library was a service / entertainment that my wife and I were particularly looking forward to. Coming from Australia, we could not bring a stack of books to read, and were expecting to make use of the advertised well-stocked ship library. All books were removed from the shelves prior to us boarding. We were told they would be returned when sanitised. They did not re-appear until the 2nd last day of the cruise. Management and Communication: From the above, you could reasonably surmise that the virus outbreak was not managed as well as it should have been - particularly considering it was not the first outbreak on this ship. The most disappointing aspect however was the lack of communication. At no stage did the Captain, or any other person, tell we passengers what the status of the virus was or what actions were being undertaken. The front-line staff were well trained in saying 'sorry' but not giving any actual information. Read Less
Sail Date: March 2015
We stayed in a suite and the first thing we noticed was that it was not clean. The suite was large and the bathroom was at least a hundred square feet. The corners of the bathroom floor were dirty and the floor was badly stained. The room ... Read More
We stayed in a suite and the first thing we noticed was that it was not clean. The suite was large and the bathroom was at least a hundred square feet. The corners of the bathroom floor were dirty and the floor was badly stained. The room attendant was able to clean some of it up. The chairs in the dinning room were seriously stained with and should have been replaced. All in all the Infinity needs a serious refit. My wife and I have cruised on several different lines and this was the worse food we have experienced. There have been others that we were not impressed with, and there were others that were very good. The cuts of meat were simply cheap. No dinner was outstanding, some were better then others, but nothing to make you say wow this was great. They served low quality ice cream. I had the premium beverage plan, and I ordered the special of the day martini and was charged a dollar for it. I thought this was just incredibly cheap. The bar staff was a pulse and the drinks were good. We had a very positive view of the staff at all levels. We had no problems on the cruise. I will say the shore excursions were over priced and after the first two we made our own arrangement There were no special activities, cocktail parties, dinner with ship' officers or ships tours, for guest. Other then having more space and a Butler there were few benefits in having a suite. We did have a good time. This was our first cruise on Celebrity and our last. Read Less
5 Helpful Votes
Sail Date: March 2015
We have waited until now to file our review on the infinity cruise mar 15-29 valpariso to fll. we had hoped our experience was unique to the crew and circumstances we encountered. not so most of reviews to date are not so nice. we ... Read More
We have waited until now to file our review on the infinity cruise mar 15-29 valpariso to fll. we had hoped our experience was unique to the crew and circumstances we encountered. not so most of reviews to date are not so nice. we also waited to see if celebrity would respond to our harsh feedback. nothing. we might as well be first time cruisers. In actuality we are Elite Plus having sailed with Celebrity on over 19 cruises First the positive our 5 day precruise to machu pichu was fantastic, but that was handled by lima tours, the subcontractor. The aqua class food and service has improved from our last aq experience on the reflection. Ships condition was fair considering it is old. Ship’s theatrical productions have suffered with second stringers and lots of recorded music accompaniment, even with musicians at the back of the stage. Ports – given this was a basically a repositioning cruise, the ports were mostly “b minus”. the western coast of south america is barren desert so one starts with this negative. highlights were pisco “naca lines”; cartegena ; panama canal. we were fortunate to do lima on our precruise since the lima port stop callao was cancelled. Lima for us was a wonderful city with lots of gastro food delights and historic sights. Next the NEGATIVE First our background. until the last three cruises, we have been loyal pax and enjoyed the celebrity experience. prior to this cruise we started to see erosion of the celebrity product. on the infiinty we were astounded by the severe drop in service and product. the following is a list of the “issues” we encountered that has us moving on to other cruise lines. item a: as a past officer for a major aerospace company, involved with safety, i was appalled at the lack of interest and spontaneity, that the guest relations staff approached my alert that the bathroom mirror heater was over heating. radiant heat from the heater was heating my hands 15 inches from the mirror ( like a fireplace) this caused the hvac to strain. i was concerned an overheat/fire hazard was very possible so i took three steps 1 told room attendant (result no action overnight) ,2 called guest relations (no action the next day) then3) called again with a threat to get someone fired. after the third harsh telephone conversation (20 hours later), an electrician was dispatched. bottom line i do not feel celebrity gave the attention this event deserved. forget the customer service, maybe a safety issue was worthy of a look? item b: failure of telephone system for several days. No voicemail. Important to us this trip since we were independent tour leaders. item c: failure by celebrity at the port of manta to secure adequate bus transport from ship to outside gate -- only two buses for 400 people and then some of the buses delivered people to the wrong drop off location casuing havoc for me personally. item d: lost laundry it took 3 days to establish 4 pieces of laundry confirmed lost and then i was offered a small portion of the value of the new clothing. item e: at the elite captains club party we were in line for the intro to the captain. all of a sudden, we were scooted out of line with others, basically given the bum's rush. No apology or reason for change. Item f after informed of issues, guest relations made an offer for future cruise funds as compensation, then retracted i!. Anyway woefully small amount. the next level guest relations rep really had no authority to compensate. As other reviewers have stated there was a lot of sickness on the ship, both gastro and upper respiratory. yet oceanview café was still letting pax serve themselves with serving spoons. . Read Less
Sail Date: March 2015
We were on the Infinity on March 1st until March 29th, 2015. Had I not known the name of the Cruise Line I would have never, ever thought I was on the Infinity. I found the entertainment at night boring. So much so, that we would go ... Read More
We were on the Infinity on March 1st until March 29th, 2015. Had I not known the name of the Cruise Line I would have never, ever thought I was on the Infinity. I found the entertainment at night boring. So much so, that we would go to the shows and walk out due to boredom. I didn't find any activity that I could participate in. If you do not like trivia or dancing, you truly don't have much to pick from. The speakers were interesting in discussing the Panama Canal which was part of our route. On of the speakers was so into himself that he spent the first 30 minutes talking about himself. The service provided for our cabin was excellent. There was an assistant housekeeper who was Greek that was always seen walking around and checking his staff. He was very friendly and personable. The dining service was good but not all the time. The Elite breakfast service was only good if you arrived in the first 30 minutes. However, after that, it would get crowded and the staff were extremely disorganized. It appeared to many of us that the staff did not have assigned tables or even a clear work flow. If someone came to a table that was already serviced, then they would not get any service at all because it would appear that no one noticed them. This became a problem because unlike a typical restaurant, people did join tables constantly that already had others that were waited on. Elite breakfast was a very social gathering.... The Officers were not at all friendly or available. I had an incident in the pool that I reported immediately. Needless to say, no one contacted me after this horrific incident. I finally wrote a letter and 5 days after the incident, I was contacted by the Environmental Officer. We met at 9:00 AM and the first thing he stated was, "I am in a hurry." Food: the Food and Beverage Director was seen often checking on things but this certainty never improved anything. I had the Jerk Chicken with the black beans, rice and pineapple. Note: I had this meal previously on the Century. Well, the chicken was dried and had no flavor. The rice was cold and also lacked flavor. I wrote a note to the Executive Chef and to the F&B Director. Well, it was of no use. When they served it again, the meal had not improved one bit. Meals were often repeated and it got to to point that there wasn't much, in my opinion, to select from. In other cruises, my back up was the fruits and vegetables. Rarely was there bananas on board, or nice apples. The pineapple, mangoes were not ripe enough to eat. The sliced oranges at breakfast were always at room temperature. I mentioned this to the Executive Chef but it was never corrected. I will say that I was able to eat plums towards the end of the cruise and that truly was a blessing. I will also add that after being on the ship for 28 days, both my husband and I lost weight because the food was not inspiring. We ate at the Specialty Restaurant USS United States. The service was good...not great. The lobster was tasteless (as if the sauce on top was suppose to make up for it). My mashed potatoes came out cold. When I asked to warm them up, they return in the same state they were before. I asked for the strawberries and ice cream without the crepe. They told me they could not do it. (Poor service). The dessert ended up being a crepe that weighed about 4 ounces with a very small scoop of ice cream inside and very few berries on top. A very inexpensive dessert. I never ate the crepe....it was way too heavy. I found the restaurant to not have value for what one pays. I sent a note to the Guest Service Manager and she never responded. The ports were very boring for the price we paid for the cruise. Not going to Lima was an insult. I also thought that we were not compensated enough for not being able to go there. I probably would have never booked this cruise had I known that it was not going to Lima. I also lost $90 in an outside tour that I booked. However, Celebrity didn't care about that since it wasn't one of their tours. I will add that the personnel in the Canyon Ranch spa were fantastic. The gym had plenty of machines and it was well maintained. In Summary, if you want to take a cruise around the horn and then up through the Panama Canal, I wouldn't recommend the Infinity as it doesn't provide the "Luxury" vacation one has enjoyed with Celebrity. Read Less
1 Helpful Vote
Sail Date: March 2015
Our cruise on the Celebrity Infinity was from Valparaiso cruising Northward seeing South America, Panamagg Canal and ending in Ft Lauderdale. Let me discuss some of the pre-cruise events. Our flight to Santiago was uneventful with the ... Read More
Our cruise on the Celebrity Infinity was from Valparaiso cruising Northward seeing South America, Panamagg Canal and ending in Ft Lauderdale. Let me discuss some of the pre-cruise events. Our flight to Santiago was uneventful with the airport recovering from the 2010 earthquake which significantly damaged the International airport. Our private tour guides, Sergio and Annaliese from Perfect Day tours where perfect hosts and gave us a customized tour of Vineyards, Isla Negra, Vina Del Mar and dropped us off in our Valparaiso B&B called Hostel Morgan. The B&B was reasonable, in a fun area with many food options but a bit noisy at night. Thankfully, we had earplugs! Embarkation was easy and reasonably efficient. The cab was 8,000 pesos which included 2,000 peso tip. While most of the ports of call were arranged using private excursions (all amazing), we did arrange two Celebrity tours with Celebrity. The full day tour to the Altiplano from the port of Arica was amazing with Llamas, Guanacos, Vincunas, Alpakas, and Chilean Flamingos. The guide was informative and fun. The next port excursion with Celebrity from Pisco to the Ballestra Isle which also had great views of bird and sea animals but the trip was delayed with a late arrival of our boat. Leaving less time for wildlife. The Celebrity Infinity staff welcomed us onboard. The crew needed a long time to clean and sanitize any ship based in South American typically struggle to control Noro that's brought in from SA ports. They did keep us comfortable in the buffet until our rooms were ready at 4pm. Our stateroom was clean and in good order except for a broken telephone which we reported to our stewards when they came to meet us. The Celebrity Infinity main dining room service was excellent and the staff was top-notch. Our food was as good or better than other cruise lines we have used (HAL and NCL). The at sea teaching classes were also good providing good information and background on the upcoming ports and culture of the ports/countries that we would visit. However, the entertainment onboard was poor and wasn't appropriate for a South American cruise. Seeing poor Broadway shows and performers from everywhere but South America was disappointing. On other cruise lines, when we would pull into a port, they would have periodically have culturally relevant shows (e.g., in Scotland on a 2013 cruise, we had Scottish Bagpipers and on a trip with a port call in Istanbul, we had a Turkish dancers). The entertainment was unimaginative and inappropriate with some singers who were off-key. I've seen High School musicals which showed more imagination. We used one shore excursion from the ship and it was delayed (with our group losing an hour waiting for a boat and guide). Very upset cruisers who had to stand in the sun for an hour by the pier waiting. My phone voice mail system wasn't operational for the entire cruise which hampered our Cruise Critic groups from getting together or updating tour. We called repeatedly throughout the two-week cruise and finally got a senior staff member who indicated that "it's a French voicemail system and we've been having issues with it". However, I would not that after noting this on a comment card, they gave us some onboard credit (so at least they finally tried to provide restitution for our inconvenience). I'll likely not use Celebrity in the future based on price/ value but did enjoy the South American ports and Panama Canal. Read Less
1 Helpful Vote
Sail Date: February 2015
We chose the cruise because of is itinerary - this did not disappoint. Too many aspects of the way were treated seemed designed to get as much money out of us as possible. We were bombarded with numerous over-priced offers. Having already ... Read More
We chose the cruise because of is itinerary - this did not disappoint. Too many aspects of the way were treated seemed designed to get as much money out of us as possible. We were bombarded with numerous over-priced offers. Having already pre-paid gratuities, we were still charged an additional 18% "service charge" on our drinks and even then were invited to leave a further gratuity! Although the majority of shore excursions were enjoyable, comparable locally-provided ones of the same quality were little more than half the price. Celebrity's shore excursions were the most expensive we have experienced so far. We had endless IT problems relating to the on-line check in. After weeks of frustration these were only finally resolved by a dialogue with a senior member of Celebrity Cruises staff. Attempts to contact the "normal" customer support team were hopeless. We found ourselves waiting for 35minutes on a special charge rate phone line without a reply. Ironically we came to check in at the terminal, the bar code reader could not read our pre-printed booking form and we had to be booked in manually! Tendering arrangements in the Falkland Islands were totally inadequate. We arrived well before the requested return time to find ourselves in an almost hour-long queue for a tender. The ship ultimately sailed almost two hours late whilst the queue was finally cleared. The visiting speakers were generally informative, but, especially with the in house staff, the style was very "in your face" and at times patronising. We were sometimes left feeling as if we were expected to have left our brains behind. Our stateroom attendant Max and our dining room waiter, Marlon, were both very good and deserve to be recognised. We would only sail with Celebrity Cruises again if they were the only ones going to a destination we particularly wanted to visit. Read Less
1 Helpful Vote
Sail Date: January 2015
The ship is tired and badly in need of an upgrade. There were sewage odours towards the end of the trip. Celebrity was constantly trying to sell something whether in the daily info, in front of the 10th floor buffet, on TV or as part of ... Read More
The ship is tired and badly in need of an upgrade. There were sewage odours towards the end of the trip. Celebrity was constantly trying to sell something whether in the daily info, in front of the 10th floor buffet, on TV or as part of the on board activities. It felt like being on a beach in Mexico. There were simple things that they could have done like not have torn menus, take finger prints off molding and door handles (they were sticky too) and have clean plates. The staff were generally good except for one restaurant manager who was combative when asked about dealing with allergy issues and the clean plates issue. We had poor response from guest services on issues. We also found the coordination between the ship and their land office disorganized as arrangements made ahead of time were not honoured. For example, we were to have select dining and prepaid the gratuities only to be assigned to a 6PM dinner time without any choice. The food was generally OK but we were disappointed that it was almost all brought in from the US. We would have liked to have had more of the local products; especially the lamb and beef. Read Less
Sail Date: January 2015
We did a 14 night cruise around the tip of South America. First let me say the itinerary was terrific. They had a naturalist onboard who was terrific, and they had a port/cruise guide (Mickey Live) onboard who was also terrific. The food ... Read More
We did a 14 night cruise around the tip of South America. First let me say the itinerary was terrific. They had a naturalist onboard who was terrific, and they had a port/cruise guide (Mickey Live) onboard who was also terrific. The food in the main dining room was good, but far from great. The food in the buffet was just OK, with less selection than I've seen on other Celebrity ships. The entertainment was OK. The production shows were better than the same shows on the Silloutte, (which we were just on). The guest performers were mostly rather poor (I'm 70, and there were several performers about my age, they were painful to listen to and to watch, I really felt sorry for them). The cruise directors staff were great, while the cruise director was maybe OK. The ship is in bad need of refurbishment. A lot of the metal outside was badly rusted, so that a large portion of the metal was gone (they painted over most of the rust). Frankly I was worried when I looked at some of the rails, that if you leaned on them, you might fall overboard. There is a LOT of mold onboard, and as a result, there were many (50%) on the ship with a bad cough, which cleared up when you went ashore. The Medical staff onboard were very good, and they were quite busy the whole cruise (my wife visited at least six times) We found all of the staff onboard to be VERY friendly, and helpful. Read Less
Sail Date: December 2014
We have cruised with most companies but none in the Royal Caribbean / Celebrity group. Due to the route and the inclusion of Christmas and New Year we had to book and pay full price, making this our dearest cruise per day to date. ... Read More
We have cruised with most companies but none in the Royal Caribbean / Celebrity group. Due to the route and the inclusion of Christmas and New Year we had to book and pay full price, making this our dearest cruise per day to date. Shocking experience from start to finish. From no booking at our Florida hotel on day 1 to no transfer booking to the airport on our last. It as a Fawlty Towers of cruising with apologies from everywhere but just not up to standard. In the UK, Celebrity is marketed as up market from Royal Caribbean, so it only leaves me to wonder what RC itself is like. From other complaints both on board, and there were many to the point on silliness and since, the ship clearly has a problem and had an air of being sold off. Very sad to see crew that were clearly not too happy. Not helped when any complaint raised, to be asked by management for a staff name, not very comfortable. Excellent route which is why we chose Celebrity as one of the few options but the ship and in particular inferior food and service means we will not be returning despite credit offers regarding an ongoing official complaint. They seriously expect us to spend yet more money just to find out of the other ships are as they say much better. Apparently Infinity is not the 'normal' standard from Celebrity. Not very reassuring when one has spent a small fortune. Read Less
Sail Date: December 2014
Embarcation - we arrived at the terminal about 2pm, the latest ever, and were surprised how quickly we were processed, onboard and being handed a glass of sparkling wine. Our room was ready and we dropped off our carry ons and filled the ... Read More
Embarcation - we arrived at the terminal about 2pm, the latest ever, and were surprised how quickly we were processed, onboard and being handed a glass of sparkling wine. Our room was ready and we dropped off our carry ons and filled the safe with passports, valuables and turned-off cell phones. We then left our 8th floor, starboard and far forward cabin for the Oceanview Café and a snack and to try out our Classic Beverage Cards. We returned to our cabin about 4pm and our luggage was waiting in the hall which allowed us to unpack and organize before dinner. Overall grade is A-, the only negative being the amount of walking required to board. Lounges – of course there are many bars and a couple of lounges. Since a lounge was our first experience with bar staff I will rate them before dining. The Rendez-vous is a large lounge mid-ship on deck 4 with a dance floor and live entertainment. Scores high. The Constellation Lounge on deck 11 has an almost panoramic view over the ship’s bow and includes a dance floor and, on selected nights, live entertainment. We visited the Wine Bar, Martini Bar (wife’s favorite), Mast Bar, Casino Bar (gets very warm), Sunset Bar (my favorite) and the Pool Bar (on port side where smoking is permitted). On day 9 we upgraded my wife’s Classic Beverage card to Premium, at a cost of $10/day + 15%, so she was able to enjoy the exotic drinks throughout the ship for the remainder of the cruise. Lounges and Bars rate from B to C. Dining – the Oceanview Café is the 10th floor buffet and is open 18 hours a day. Overall assessment is it is poorly laid out. There doesn’t seem to be much organization in the way the food is grouped and it was not always identified and they frequently ran out of staples like bananas, pineapple, yogurt, etc. I never did find where they hid the smoked salmon. The breakfast was good. Never went there for lunch or dinner. Grade C. Trellis Restaurant, the main dining room, was on the 4th deck for assigned seating and on ½ of deck 5 for anytime dining. The layout was poor as you always had to move between tables in order to be seated. They’ve taken half the 5th floor dining and converted it to a limited access restaurant named Blu so I think they had to stuff more tables in the main dining room. Our table, 201, was at the very back of the dining room so there was a view on evenings when they didn’t lower the shades and there was virtually no foot traffic. Our server, her assistant and the sommelier were all excellent. The menu, although varied, seemed a little stale. The quality was consistent but not outstanding and the selections were typical cruise fare. A table mate questioned a senior dining staff member one evening as to why the menu didn’t include any examples from the countries we were visiting and we were told that the menu was determined in Miami. The few times other table mates had a problem with their meal it was quickly corrected. Main Dining Room breakfasts and lunches were good but the service was a little spotty. Overall grade of C+. We purchase the Specialty Dining package and selected Qsine for 2 nights and the SS United States for 1 night. Our first experience at Qsine was an A- as was our server Paul. He helped with the selections and the sommelier helped pair the appropriate wine. We left completely happy. Our next dining experience at the SS US was even better, a perfect A. We ordered a flambed lobster and for desert a flambed crepe with ice cream and strawberries. The food was some of best we’ve ever experienced and the service remarkable but slighly over the top. I counted no less that 6 different servers attending our table when it would have been nice to have 2, maybe 3 at the most. Our second night at Qsine was a slight letdown. We again had Paul as our server but the unique experience of Qsine wasn’t there. While we had been delighted at our first night’s selections, this evening’s had a couple of disappointments resulting in a B-. The El Baccio Coffee Bar, covered by the beverage package, also provided free cookies, pastries, cakes and pies. A very nice location to read if you are able to find a seat. B+ We had a late breakfast at Bistro on 5 on 2 occasions. The crepes are good and the cover of $7 is reasonable. However, the view is severely limited as the life raft canisters block most windows. We never saw more that one other table occupied so I think they’ll be making a change to the venue. B- Entertainment – This is by far Celebrity’s strong suit. We saw all 16 evening performances in the theatre and I would rate 13 highly, my wife all 16. They covered a lot of ground and the ship’s troupe of singers and dancers were excellent. My only disappointment was they never had a 60’s night and most of the passengers were of an age to remember. As mentioned, the dining hours are later than necessary, at 6 and 8:30 PM, requiring early dining to go to a 9:15 show. Move the dinner seating to 5:30 with the 1st show at 7:30 and the 2nd show at 10. I suggest they look at the Holland America schedule. B The Rendez-vouz and Constellation Lounges were good but it was hard to anticipate when they would have live vs. canned music. Music around the pool was always too loud to enjoy. Excursions – Celebrity deserves an F. We participated in Celebrity sponsored excursions in Cartagena, Colon, Manta, Salavery and Arica and while there were of course a few highlights during these tours the transportation, guide quality and literally hours sitting in traffic should have been better supervised and more honestly presented by Celebrity. Once off the ship Celebrity turns you over to locals with limited English language skills, poor equipment and an overrated itinerary. Comment to shore excursion staff afterwards elicit an apology for these unforeseen circumstances, when in fact since it happens on every excursion they simply don’t care since none of these ports have the infrastructure to support thousand of tourists. Disembarcation – My wife and I spent half of day 15 packing. Instructions and baggage tags were clear and we had to have our bags in the hall by 11 PM. This seems earlier than most cruises especially considering the theatre doesn’t let out until 10 PM. We made the deadline and were up early the next morning for coffee and cookies in El Baccio. We ignored Celebrity’s instructions to gather in the theatre because that was forward and the gangway was midship. We left the ship a little later than scheduled and were quickly reminded that we were on our own. The Port Authority transported us to the passenger terminal where you begin the long walk to find your luggage. Found a local porter with a cart who helped us gather our luggage and exit the building where we began a brief wait for an excursion arranged privately. The cattle car mentality warrants a grade of C. Conclusion – I booked Celebrity based on a combination of price, their beverage package, the itinerary and what I expected to be a wonderful dining experience. I was wrong to believe that Celebrity was at the level of Holland America’s dining and excursions, and, frankly I believe that Royal Caribbean exceeds Celebrity in most areas. Two issues worth mentioning concern Celebrity’s often stated goal of passenger safety. On day 15 of our cruise there was a change in food service at the buffet (crew served the food) and the Martini Bar had no menus or an iced bar (were told for sanitizing purposes). Low and behold, the increasing number of sick passengers onboard had successfully transmitted pneumonia to me which was symptomatic on board and diagnosed by my personal doctor on 12/26/14. Secondly, for some reason Celebrity can’t seem to provide a priest for those passengers that are Catholic; first cruise where this has happened. Would I recommend the itinerary, NO. Would I recommend Celebrity, NO. They failed to deliver as promised in several different but important areas. There isn’t one city or country on this itinerary that I would ever consider visiting again. Overall grade of C-.   Read Less
1 Helpful Vote
Sail Date: December 2014
Up front: This was our 15th cruise. This was our 3rd cruise on Celebrity. This was our 2nd cruise on the Infinity. Something's happened to this cruise line (or at least this ship) over the past 17 months, and it's NOT an ... Read More
Up front: This was our 15th cruise. This was our 3rd cruise on Celebrity. This was our 2nd cruise on the Infinity. Something's happened to this cruise line (or at least this ship) over the past 17 months, and it's NOT an improvement by any means. OK, so they were plagued with Norovirus on the leg of the cruise before us. That meant that the cabins weren't open to us until 5 o'clock on the day of embarkation. We were NOT informed of this at check-in, so we spent the afternoon frustrated and confused as to why we weren't allowed to unpack. That also meant that the passengers that were doing a "back to back" cruise on this ship were locked out of their cabins for 8 hours while they were "purportedly" being sanitized. Now, never mind that a fellow passenger found a piece of salami in their shower when they finally did get to their room. Obviously, that must be part of the ritual for eradicating the virus. So, things that were modified due to the Norovirus. No ice on the Ice/Martini Bar for the entire cruise. Staff constantly wiping down hard surfaces with disinfectant. No menus out at the coffee bar. Mysteriously, we were not given a spread for our bed the entire cruise either. Not a buzz killer, but certainly different from other cruises and made the room look a little less "dressed" when you walk in and see the luggage under the bed. (Just sayin) We asked our Cabin Attendant about this and she responded by putting a runner at the end of our bed each day, but I really was tempted to take the full spread out from the bag under the bed and put it on just to see what she would do. Now that I've whet your whistle with the overall tone of the ship, let me get down to the nitty gritty. According to the (Celebrity) itinerary, there was to be 3 formal nights on the ship and the rest were to be Smart Casual evenings. Our second night on board was the 1st formal evening. The "Daily", which is the ship's newsletter delivered by the cabin attendants each night, stated that formal dress for men meant tuxedo or suit and tie, and for ladies meant evening gown, cocktail dress or pantsuit. It also stated that these dress guidelines would be "strictly enforced" for seating in the Trellis Dining Room. Well, while we were standing in line waiting for our table, a group walked in to be seated in jeans. Then, while we were eating our meal a man was seated next to us who was wearing a bright yellow windbreaker and had 3 children all dressed in tee-shirts. It was the first time we have ever felt out of place on a "formal" night on any cruise. Yes, this speaks to the inability of a major cruise line to manage it's own vessel? After this episode, we spoke with a head waiter (Jayson, from South Africa) about this situation. All he would say about our complaint was: "You are right. You are right, And you know we have a lot of Spanish speaking people on this ship." We then asked him to have his superior call us to speak further about this. After several nights had passed with no response from Jayson's bosses, we contacted Guest Relations. They acted like they were concerned with the problem, but throughout the rest of the cruise, formal night dress was NOT adhered to, and what's more, tables in the dining room were not set before guests were led to them for seating. The service in this dining room is suppose to be comparable to a 4 star restaurant. Where in the world, would you ever be seated at a table that wasn't set. OK, maybe Denny's for breakfast, but not dinner on a ship that you've forked out big bucks for, right? If we mentioned it, everyone was apologetic, but why does it go on night after night? Something's wrong in the management of this dining room. It's something that has changed in the last 17 months because the service was fantastic when we took this ship in July of 2013 and now it's abysmal. I realize I'm only singing the negative points of this cruise, but honestly, how many of you come here to learn about the parts we enjoyed? If you want to leave now and ignore everything else I have to say, leave with the knowledge that the ports of call on this cruise were fantastic. Our favorite was Ushuaia, Argentina, and (although not a port of call) rounding Cape Horn. Details, details, details.....the ship looks a little tattered and worn. It's probably due for a "dry dock", but someone told us that it's been sold and that Celebrity isn't interested in putting any money into refurbishing it before it goes to it's new owners. Details, details more....how tacky to have Christmas visable all over the ship and one menorah on deck 3 with two of it's lights burned out for most of the cruise. Is anyone on this ship paying attention to details??? And....no, I'm not Jewish, just sayin. Details, more.....So, we ate in the Oceanview every morning for breakfast. On the 5th day of the cruise, the ice machine on the aft starboard side wouldn't produce any ice. Every morning from day 5 until day 15 I told a staff member about this. Every morning, it was still not corrected. Never was an "out of order" sign put on this machine. You be the judge. OK, more details.....So, we get into our cabin and I notice right away that it's meant to be an adjoining room with the one next door. The only thing was that the door between the two rooms had the remnants of masking tape around the entire perimeter of the door casing. It was almost like somebody had taped the door shut and then removed the tape before we (the new guests) had arrived. So, not wanting to be jerks we let it go for a few days and finally, when it wasn't removed, we said something to the stateroom attendant. The answer was, "The door makes a noise and it bothers people." First, the door hadn't made any noise since we'd been in the cabin, and the dang tape looked horrible around the door.......HELLO!!!!!! Needless to say it was removed that afternoon. Lastly, most of the ports of call on this itinerary seem to be tendered, which we LOVE. Our second port, however, was Punta Arenas. For some reason, the locals or the cruise line, must have messed up and the tenders to the shore took literally hours. Now, I don't mean the trip took that long, but rather getting on the tender boat that day seemed to take forever. Once again, details. In summation, I'd like to point out that the service and ambiance on this ship has changed dramatically over the last 17 months. For those of you who are used to the higher quality of service on this line, you may want to reconsider your reservation. They seem to have allowed a laissez faire attitude to overtake their domain, and those of us with more commanding expectations should look elsewhere.   Read Less
Sail Date: October 2014
We use transatlantic cruise ship repositionings as transport to avoid air travel so our views may not be generally applicable. Ship-In generally good condition for age but decoration and finishes a little tired and dated. Allocation of ... Read More
We use transatlantic cruise ship repositionings as transport to avoid air travel so our views may not be generally applicable. Ship-In generally good condition for age but decoration and finishes a little tired and dated. Allocation of space could be improved as some facilities are overcrowded whilst others are barely used Food- well below standard expected, A Blu cabin and dining package are pretty much essential as the general restaurants are poor. Drinks- Very expensive if paid for on a per use basis, again a premium beverage package is essential if more than one or two alcoholic drinks a day are consumed( the classic beverage package whilst cheaper excludes most of the wines and spirits available) but watch for late package discounts if purchasing pre voyage.The Constellatin lounge and Martini Bar have the best bartenders for Cabins - OK but long and narrow, bathrooms are small and balconies tiny. Service- friendly but a little impersonal and disjointed. Restaurant staff are not too well organized, however sommeliers were knowledgeable and keen. Destinations- not of interest to us but fairly generic. Tours- not taken so no comment Entertainment - Rather basic but one or two good singers Embarkation-Harwich, entrance yard open so no cover from usual English rain, actual processing quite efficient. Disembarkation- Fort Lauderdale, not the ship's fault but an absolute shambles. Bags have to collected before immigration, only four officers on duty to deal with 2200 passengers, no computer tie in to Border security so all processing by old manual system and Rquired paper evidence of ESTA approval required Read Less
Sail Date: September 2014
This was an 11 night immersive wine cruise departing from Harwich, U.K. This was our first Celebrity experience and one which we would not like to repeat. The pre-cruise dealing on Celebrity Cruises website was awful with many of the ... Read More
This was an 11 night immersive wine cruise departing from Harwich, U.K. This was our first Celebrity experience and one which we would not like to repeat. The pre-cruise dealing on Celebrity Cruises website was awful with many of the website menus hidden or difficult to access. We booked a Concierge class balcony room on deck 8 with the Celebrity Select dining option. On embarking we were told that the staterooms were not available for another hour as they were still being cleaned! When we were finally allowed in we discovered it was not clean and there were no hand towels. The shower curtain was filthy, the carpets dusty. The appearance of the rest of this ship was shabby at best. Stains on seats in the Trellis Restaurant, table surfaces and elevator buttons tacky to touch. The ship felt very overcrowded with all the public area seating occupied during sea days it was overwhelming. The food in the Trellis Restaurant was mediocre at best being served warm on cold plates. All the crew appeared to work hard but there weren't enough of them. On the plus side the speciality restaurants were excellent and the Martini Bar a real gem. The Shows were some of the best we have ever seen and the ports of call and excursions very good. Read Less
1 Helpful Vote
Sail Date: September 2014
This was our second voyage on Infinity (we have also sailed on Eclipse - far superior in our opinion). We have also sailed with Carnival, Princess, RCL and P&O. We were very unhappy on first Infinity cruise (July 2014, Iceland and ... Read More
This was our second voyage on Infinity (we have also sailed on Eclipse - far superior in our opinion). We have also sailed with Carnival, Princess, RCL and P&O. We were very unhappy on first Infinity cruise (July 2014, Iceland and Fjords)- ship- tired and in need of TLC, crew - apathetic, food - repetitive, mediocre and tepid). Entertainment - poor. We were offered an upgrade to Concierge on our second cruise due to the aforementioned problems. To be honest I would not recommend paying extra for Concierge as apart from the bottle of sparkling wine and the departure lounge - in our opinion, judging by cabin size and fitments it was not any bigger or better than a normal balcony. The second cruise (September 2014, France and Iberia) was a lot better. Change of Captain and a lot of new crew members in particular the entertainment team - who were extremely good (Alejandro and Mickey), fabulous acts on in the theatre - much better. But unfortunately the food was the same - pretty dire. We did complain about the food but they just fob you off ("Its only you British that complain about the temperature of the food, the Americans don't mind") - thats from the Maitre d! The ship was still in a shabby condition. The Captain had a Q&A session on the last day at sea and a lot of people were complaining about Celebrity seeming to be on economising measures generally throughout the ship (which were denied) and the condition of ship. The Captain said that all directives concerning the ship come from Miami! We will not be sailing with Celebrity again. Read Less
Sail Date: August 2014
Doing a cruise through the norwegian fjords was a lifetime-wish of us. We decided to travel with Celebrity as our Adriatic-Cruise with the Silhouette 2 years ago was stunning - what a mistake! We booked 10 month in advance - with ... Read More
Doing a cruise through the norwegian fjords was a lifetime-wish of us. We decided to travel with Celebrity as our Adriatic-Cruise with the Silhouette 2 years ago was stunning - what a mistake! We booked 10 month in advance - with Celebrity in Frankfurt - and exeperienced the worst service ever! Unfriendly, unhelpful and stressed - all the time when I called. The informations regarding transport and booking flights where that useless that we decided to do everything by ourselves. We arrived one day earlier and stayed at the Hilton Heathrow Terminal 5 which was amazing. We spent a very nice evening there. In the morning we had arranged a private driver over OTS which worked well - 2 hours drive to Harwich. Embarkation took 10 minutes and was very good. We were on the ship at around 11:30 and cabins were ready at 1:15 - that was ok. The sparkling wine in the lobby level was a nice touch, but very limited and it was the first time we met poor staff who need to do some promotion for nearly everything - dinner packages, beverage packages, spa packages - please dear visitors - BUY ANYTHING! Our veranda-cabin on the 7th level was shabby, the "bathroom" awful with a dirty shower curtain. We received evening-chocolate one time and then it stopped. There was always a really old smell in the room - also we had the veranda-door open the whole time. There was def. not much space for clothes and suitcases - they didn´t fit underneath the bed and we need to store them in the wardrobe. There were only 2 movies available in our language. On the 4th or 5th day we asked the cleaners to vacuum the floor please - they never did it before. The place behind the TV was full of dust - around 3 weeks old we think. Food overall was really bad - we had dinner one time in the Trellis and that was the top of bad food! We like to try the Bistro on Five where we left after 55 minutes and only received a soup in that time. The food overall was nearly cold every time - never hot! The buffet had a very low standard. We had a dinner package booked before to have dinner in the US or the QSine. The first dinner we had in US and were asked 2 times about a special promotion they offer - please try this, please buy this - horrible!!! After that we decided to spend the other 4 nights in QSine where we met David - the Maitre´D. He is a really amazing person and he really know what to do, but the food had the same bad level - cold, every second dish - deep fried and the taste: bad at all! To the ports: Oslo: we booked the Oslo Pass via App on our smartphone and visited the Fram and Kon-Tiki-Museum which were really nice (and it rained) - so perfect programme. On midday we took the metro to the Holmenkollen and the sun showed up - amazing views from the tower! The walked back in sunshine to the ship. Stavanger: welcomed us with sun and we walked the old city with the wooden houses - fantastic. When we started to our Fjordcruise (booked over rodne.no) it started raining for the next 3 days. Olden: because of the bad wheather we were not able to access the port of Olden and stayed one more day in Alesund. The decision of the captain was alright - avoid any danger and the waves were 6 metres high that night - not much fun! Unfortunately we missed the only booked shore excursion with Celebrity - the trip to the glacier, but what should you do. They just refund the booking - not a problem. Alesund: 2 days of rain. So picked a hop on, hop off tour and visited the Alesund museum which was cute. Geiranger: the most impressive port. We visited the small port before the passengers of 4 cruise ships arrived (luckily we had the water-bridge!). We tried the Geiranger Chocolate, wandered around and did a small bus trip - with - surprise: rain! Flam: a very nice port where we did a sightseeing point bus-drive and surprise: rain. Luckily we had breakfast on the veranda that morning and explored the small port by sun - which was awesome. When we departed we noticed many signs and letters on house-rooftops with "Cruise Shit", "No Cruise Ships",... which wasn´t very nice. Bergen: we arrived by sun and it stayed with us the whole day. We visited the Floin at 10:00 am - just in time - we did the way - including wait, driving up in 30 minutes. When we went back the line was without an end - waiting time around 1,5 hours we thought. Norway and the fjords were amazing - also with lots of rain. We had sunny parts, mystic fogg and wonderful rainbows during our journey, but the ship itself is in a really bad shape. It was also the first time that we thought about security risks and all the older and handicapped people on board who couldn´t walk properly. When we saw the staff around the ship we just couldn´t imagine what would happen in such a situation - luckily everything was ok and nothing happened. Also - it´s not Celebritys mistake - the behaviour from lots of guests was disgusting. Many peopel were not able to use silver ware, they left the tables full of food behind, the plates were fully loaded with everything - cornflakes, eggs, pancakes, fruits & vegetables in all - the most of the time it wasn´t a nice background to eat. It´s not very nice - if you watch Celebritys brochures it looks like "modern luxury" - if you are onboard it feels like a senior home and hospital. We are finised with Celebrity!!! Read Less
Sail Date: August 2014
After a superb experience cruising the Mediterranean last year aboard the Celebrity Silhouette, we took our daughters on a cruise around the British Isles this summer on the Celebrity Infinity, hoping for a similar experience. Sadly, our ... Read More
After a superb experience cruising the Mediterranean last year aboard the Celebrity Silhouette, we took our daughters on a cruise around the British Isles this summer on the Celebrity Infinity, hoping for a similar experience. Sadly, our experience aboard the Infinity did not meet our expectations. The cruise embarked from the port of Harwich, approximately a 2-hour drive from London. We opted for the Celebrity transportation from Heathrow Airport to Harwich and we were immediately disappointed. The company providing the transportation did not make themselves easily visible, although we did locate them. We were told that our bus would be here in 60-90 minutes and we were encouraged to explore Heathrow for coffee and breakfast and told to return in an hour. Ten minutes later, after our grown daughters had gone for shopping and coffee, we were told to get on the bus. This necessitated a mad dash around the airport on my part trying to reassemble our family, made all the more unpleasant by the rudeness of the transportation company which had just precipitated the problem with their misinformation. Perhaps the most unpleasant aspect of the cruise was the inaccurate itinerary advertised by Celebrity. All of the online material, the printed itinerary, and the dining itinerary indicated that on Day 8 (Monday August 11, 2014) and Day 9 (Tuesday August 12, 2014), the ship would be ported at Greenock, Scotland near Glasgow and about 2 hours from Edinburgh. This was very misleading. The ship arrived in port at Greenock at 7 am on 8/11/14 and departed 19 hours later at 2 am on 8/12/14. Thus, Day 9 was a day spent at sea, not in the port of Greenock. Thus, we had one day to see both Glasgow and Edinburgh, not two. I checked with multiple other passengers who had also interpreted the published schedule to mean that we had 2 days in port near Glasgow, not one. No one on the ship could explain why the itinerary did not mention that 8/12/14 was a Sea Day. We had signed up to see The Royal Edinburgh Military Tattoo on the evening of 8/11/14, not realizing that taking this excursion through Celebrity precluded us from touring the city of Edinburgh, which was one of the principle goals of the trip. For some reason, Celebrity constructed the excursion to Edinburgh for the Military Tattoo in such a manner that one could not tour the city in the morning and afternoon and see the show in the evening, which I suspect most passengers would have preferred. The other ports of call on the trip were fine, the highlight being a non-Celebrity tour of Cork, Cobh, Kinsale and the Blarney Castle in Ireland by eCoach tours. The food on the Infinity was good, the crew was pleasant if somewhat unenthusiastic, and the entertainment was superb. Read Less
Sail Date: July 2014
It is dangerous to advertise with a fine-sounding slogan ... It's dangerous if a cruise company does not keep its marketing pledges and thus attracts its guests with empty promises of a ship. "Modern Luxury" is known to be ... Read More
It is dangerous to advertise with a fine-sounding slogan ... It's dangerous if a cruise company does not keep its marketing pledges and thus attracts its guests with empty promises of a ship. "Modern Luxury" is known to be the slogan of Celebrity Cruises, and that´s what it was from the beginning to the end of our last cruise on the Eclipse: We felt well-cared in every dimension. And then we entered the Infinity on a 10-day-'round Britain-cruise and "Modern Luxury" turned into averageness. Personnel: no really bad experiences but hardly a staff member who cast a spell on us with his or her charm, humor, enthusiasm or lust to prepare unforgettable days on board. They all did their job, but it was far away from the extra mile that sets the average apart from "Modern Luxury". Cabin: a adequate stateroom, plenty of storage space, decent bed, efficient cabin steward. He was doing his job, but again: Far away from what sets the average apart from "Modern Luxury". Ship: It took us safely and without any incident from start to end, there were bars, restaurants, entertainment, all the on-board facilities that you need. But after 13 years on the seas the vessel was far away from what the average sets apart from "Modern Luxury“: The Infinity showed her age unabashedly and indeed to almost all individual parts: the windows (rott and rusty), the chairs (nibbled), dishes (traces of 13 years of permanent use), deck chairs (rusted, dirty), sheets and towels (stains and fringes). Upon booking I confide in Celebrity that they wouldn´t dare to let a 13-year-old ship age without helping with a decent amound of "asthetic surgery" - but they did: They saved the pot of paint, the new towels, the replacement of worn plates. Service: You were serviced, but if you stand 20 minutes in a queue at Guest Relations, then that is far away from what sets the average apart from "Modern Luxury". And if you have to wait 20 minutes for your table at "Select Dining" and you have the wish to sip a cocktail to bridge the time in the bar next door, there is neither a cocktail menu nor someone in this bar so get it for you (unless yourself). That sets the average apart from "Modern Luxury". Each of these small experiences and encounters is too unimportant to be mentioned, but if that is what you get again and again as the daily routine, then all of that changes from a "tiny slip" to a substantial and lasting impression that you take home. So I am brooding on the following question: Would I again pay a significant higher price for an average product (with a great marketing-promise to get „Modern Luxury“) or do I rather go to another company without that promise, as average as aforementioned company but with a much lower price? I think I have found the answer. Read Less
Sail Date: July 2014
On the whole we didn't have a very good experience on this ship. My wife and I are both pensioners but we still like a bit of life. Most lounges were quite comfortable but the entertainment was quite boring. I suppose we are used to ... Read More
On the whole we didn't have a very good experience on this ship. My wife and I are both pensioners but we still like a bit of life. Most lounges were quite comfortable but the entertainment was quite boring. I suppose we are used to having karaoke nights and maybe singalongs with Thomsons or Princess. The shows we saw were poor compared to Thomson's. Also not a lot to do for us on the ship. These are a few suggestions that would improve this ship:- 1. Improve quality of food in the MDR and state clearly what is added to the meal, i.e. vinegarette, mayonnaise, cheese etc. (A lot of people like myself don't like things like this added to a meal) 2. Make sure meals are served hot 3. Reduce waiting time for courses to be served in main restaurant 4. When people are sharing a table and have to wait for other people to join the table don't let us have to wait too long for them. (Sometimes 20 minutes or more) 5. Add more tables to the ocean bar self service restaurant (Probably not possible) 6. Arrange food in a more orderly manner in the ocean bar without having to search for different foods 7. Keep coffee and tea hot 8. Ensure milk is constantly available 9. Reduce the price of drinks 10. Reduce the price of excursions 11. Improve the evening theatre entertainment 13. Have karaoke nights 14. Have midnight buffets 15. Have better entertainment in lounges 16. Make gratuities voluntary   Read Less
Sail Date: July 2014
It was very clear from day on on our dated and untidy ship, that money was needed to be spend on maintenance of many area, from the seating at the pool to the carpets and buttons in the lifts. We felt that perhaps this was an older ship so ... Read More
It was very clear from day on on our dated and untidy ship, that money was needed to be spend on maintenance of many area, from the seating at the pool to the carpets and buttons in the lifts. We felt that perhaps this was an older ship so hey, let's not get excited with that. It was what happened every where else that was concerning me. The staff were not happy at all. I saw on three separate occasions staff fighting or having grievance with each other in public. I did bring this to the attention to guest relations. They did not seem interested and did not follow anything up. This continued throughout cruise, from during the art auction to the bar staff. After my other 12 cruises, I had not seen such behaviour before. The ship is understaffed. Infinity is the hardest ship I have been on to be served a drink. Every bar expects you to go and get it yourself. Usually each dat there is one drinks waiter in each bar, when it is clear there should be four or five. This is not modern luxury, surely. We were being entertained in bars, with bars not even serving drinks. Celebrity was losing a fortune on drink revenue. In the whole ship, there were only three activities staff. This again was badly understaffed and the program suffered. By the end of the cruise everyone was talking about the disappointment they were experiencing with Celebrity. The state room steward was excellent and so was the attitude and friendliness of the other cleaning staff on the ship. On board singers and dancers were excellent and about the best I have seen on any cruise ship. The fly in performers were very ordinary, apart from the magician who was brilliant. I think Celebrity has lost it, probably trying to price the cruises very competitively. Standards have slipped drastically in my opinion. I have traveled with 5* Cunard, 4* Royal Caribbean and 3* Thomson. I would put my Infinity experience as a 2* in comparison.   Read Less
Sail Date: June 2014
I have had 8 cruises and my wife has had over a dozen. We cruised on the Celebrity Infinity only because it was going to our ports of interest.  Overall, I was not pleased. Although the ship was well maintained and the staff members we ... Read More
I have had 8 cruises and my wife has had over a dozen. We cruised on the Celebrity Infinity only because it was going to our ports of interest.  Overall, I was not pleased. Although the ship was well maintained and the staff members we interacted with were exceptionally nice, several going beyond the call of duty to resolve some scheduling and excursion issues, I won't do this ship again. Reason #1 to not go on this ship is the "Stars of the Infinity" and the productions. It seemed that not only had none of the lead singers ever heard the originals, their voices were totally unsuitable for the songs assigned. With the concept that more is better, the stage was often flooded with people who could not and would not sing together. If you do not have the range, do not insert falsettos into songs that never had them. I was not sure if the sound manager was trying to cover up the horrible singing with the WORST mixing ever or perhaps is a half deaf sadist. Admittedly, the orchestra and choreography were very good, but they could not save the show. Everyone I asked seemed to have the same opinion except for one couple from Canada who thought the show was good. It was their first cruise. NOTE: A Beatles tribute band that played after we visited Liverpool was the highlight of the cruise entertainment as people were dancing in the isles, verses when they used the isles to leave bad performances by the "Stars". Reason #2 to not go on this ship is dining options. Dining in the main 'open' dining room was very good and our waiters were excellent and fun. There were 4 other dining options with up-charges ranging from $15 to $35 each per seating. Every other ship I have been on had a single specialty restaurant, which we normally visit, but we would have preferred additional regular dining options. My travel group did think the buffet was well done and especially enjoyed the ice cream bar and the pizza bar. Reason #3 to not go on this ship is drink prices. We are a captive audience and I expect to pay more but $9 for a bottle of Newcastle or can of Guiness! We were sailing out of London around the Emerald Isles. My wife and I typically spend about $300+ in drinks on a 7 day cruise, but alcohol, and especially wine prices just hurt my feelings too much. We spent $27 at the bars on the ship and all the rest on shore. In context, I was buying $90 bottles of Scotch on shore so I am not a Bud Lite kind of guy. I was also not paying $6 for a liter of water to take on the excursions. Bring your own bottle. I am sure we have been spoiled by being on much bigger ships and Disney cruises. If you don't know any better, this cruse was OK. Read Less
Sail Date: June 2014
There were four adults in our party, staying in adjoining balcony staterooms (7192, 7194), in Concierge class. We all have cruised before on several other cruise lines, and so are familiar with the environment. Overall: The onboard ... Read More
There were four adults in our party, staying in adjoining balcony staterooms (7192, 7194), in Concierge class. We all have cruised before on several other cruise lines, and so are familiar with the environment. Overall: The onboard experience was a disappointment. There were too many issues that arose that should not have arisen, and when they did they were either ignored or not handled well by the ships' staff. We did not feel respected as passengers, getting the ongoing impression that our presence was an inconvenience. We would not travel with Celebrity again. Accommodation: cabins were clean and well-appointed. Their location near the stern was ideal, and we were not disturbed by external activities or engine noises. We would book such rooms again. Our room steward was helpful, but his command of English was limited to a few stock phrases. It is worthy of note that our balconies overlooked those on the deck below, resulting in less privacy for those occupants who had paid more than us for their deluxe suites. Plus, the unusual idea of having 'portholes' in the floor of the Oceanview Cafe on deck 10 was disconcerting, too, as they allowed viewing of various balconies. Food/Dining: We ate breakfast and lunch (when onboard) in the Oceanview Cafe (10th deck), and dinner in the main dining room (Trellis Restaurant). The meals were prepared well and we were satisfied. Unlike some cruises, we had no trouble finding seating in the cafe. Celebrity combines fixed dining with casual dining in the restaurant, and this caused confusion (see below). We were subjected to pressure to pay extra and dine in one of the two specialty restaurants on the ship. We declined, even when the tariff was reduced later in the cruise. Service: Service was sporadic and we had difficulty communicating with the staff due to language issues, often with regard to serving of drinks - seems some staff do not understand what a drink served neat is to be. Some of the staff went out of their way to interact, while others ignored us. An exception to this was our dining room staff who were friendly and helpful, and often amusing. Getting Ashore: Two ports demanded the use of tenders to get ashore, and our impression was that Celebrity hasn't quite figured out how to do this efficiently. For the Guernsey port of call, we gave up trying to go ashore as it was about 90 mins after we received our ticket that our number was called. At that point we were eating lunch and gave it a miss. There were no problems at ports where we were docked. Shore Excursions: we only went on one shore excursion booked through Celebrity (Cork walking tour and pub visit), planning our activities at the other stops ourselves. Our companions booked their shore excursions well in advance, but were disappointed with several. Overall, we were happy that we made our own arrangements as most ports of call were well set up with Reception Centres manned by local volunteers, designed to help visitors create their own agendas. In some cases there were free shuttles, not only to the downtown, but for a commentated tour around the local area as well. Well done, Waterford and Greenock. Formal Nights: we have no idea why these persist as the ship made no attempt to make them special. It used to be that these nights were an opportunity for the ship to put on a bit of a show in the dining room, but there was nothing like that on this cruise. Even the inevitable Baked Alaska, served on the last formal night, was nothing special - just another dessert. We weren't asked if we wanted it - it was just delivered. Entertainment: the acts booked throughout the cruise were first-rate. Two that stood out were "Beatles Celebration" (band from Liverpool) and Jack Walker who combines a phenomenal voice with a great stage presence. "The Drinks Saga": We booked through Online Cruise Vacations (recommended) and chose the "123 Go" package, from which we selected the Classic Beverage package and a shipboard credit. The drinks package was the cause of much frustration as it became obvious that most drinks were priced in such a way that one could not order them on our package. We were strongly encouraged to "upgrade" to the "Premium" package, which we did, unhappily. We felt that it was unethical of Celebrity to operate this way, and it made for a less than stellar start to our cruise experience. Dining Room confusion: we found out, to our surprise, that we were expected to line up and check in even though we had an assigned table. Apparently this is done so that tables that are not being used by the fixed dining time crowd can be made available to the casual diners. On the first occasion when we had neglected to check in, the maitre'd stopped at our table and demanded to know our room numbers. Not very friendly. On other nights it seemed it didn't matter if we checked in or not. An attempt at communication could have sorted this out. Sum Up: We had a fun time as we were determined not to let our shipboard experience be a deciding factor. The "different port every day" schedule turned out to be quite hectic, and eventually it was hard to remember what happened on which day. A final note: An indication of the emphasis that Celebrity places on customer feedback is evident in how the company handles post-cruise comments. There are no sheets to fill out, rather we were promised that we would be contacted at our email address post-cruise and invited to fill in an online version. It can be imagined how little useful feedback will be gained by this approach. Read Less
Sail Date: May 2014
Let me begin by saying this is our 5th cruise with Celebrity Cruise line and may be our last. The four previous experiences left us anxious to book our next cruise. This experience was very different. I am not sure if there are budget cuts ... Read More
Let me begin by saying this is our 5th cruise with Celebrity Cruise line and may be our last. The four previous experiences left us anxious to book our next cruise. This experience was very different. I am not sure if there are budget cuts that translate into unhappy crew members or what. We traveled with another couple and all decided to upgrade to Aqua Class. Upon arrival, we immediately noticed a sense of chaos as we boarded the ship. When we went to our upgraded room, we found the room very dirty; For example, a dirty straw left on the desk chair along with some form of cracker or cookie crumbs, a mirror that had fingerprints and dirt on it and what appeared to be mold at the bottom of our shower door. Determined not to let this upset our vacation, we asked to have the room serviced. The person in charge of our room acted as if we had insulted him! The usual shampoo, shower gel, and body lotion were no where to be found. We had to call for them to be delivered and then replaced several times during the cruise. This is something that previously was done automatically, when the attendant cleaned our room. As for the q-tips that used to be provided....I guess this is another cut, so bring your own. The bath towels were similar to cheese cloth, with ragged edges. I have towels that I use for rags in better condition. After 3 days in Aqua Class, we were tired of the limited menu and poor preparation and started eating in the main dining room (Trellis). The food was a little better and the menu had a better variety, but not the quality we are used to on Celebrity Cruises. We decided to try the Boutique Restaurant on board. Everyone ordered the lobster which was to be prepared table side. It was prepared if you like sushi. In addition, we found the Maître d in the Blu Restaurant to be rude. For example one afternoon we went for lunch and were told the restaurant was closed....we missed lunch. My husband responded that according to the hours posted, lunch was served until 1:30 and it was 1:25. His response was, "Well, that's on your watch, maybe". Really? Three other people in line all had the same time as we did. I would have expected that it should have been handled better. (Hello, Customer Service 101). Perhaps, the most outrageous was the disembarkment process. We were left in the terminal for several hours, waiting for the taxis we were told would be there shortly. Celebrity's explanation was that there were 3 other cruise ships in port and so the taxi's were at the other terminals. Really? I would think that with the fact that Celebrity, Royal Caribbean and Azamara have all joined under one Corporate hat, they would have a little experience (and perhaps some clout) in dealing with assisting their passengers to find transportation. At the time the passengers were arriving to start their cruise, there were still a couple of hundred people waiting for transportation. For those of you thinking that I should have made my concerns known while still on the cruise so that the situations could be remedied, I did meet with the Captain's Club Concierge who listened politely and did nothing. Please Celebrity Management, bring back that wonderful quality, customer service and perhaps the midnight buffet (with ice sculptures) that we have come to expect and enjoy.   Read Less
Sail Date: May 2014
This was the first time we sailed with Celebrity and were expecting it to be a cut above Carnival, Norwegian and Royal Caribbean. Unfortunately, we found the ship to be in need of an update - nothing terrible but definitely not as nice as ... Read More
This was the first time we sailed with Celebrity and were expecting it to be a cut above Carnival, Norwegian and Royal Caribbean. Unfortunately, we found the ship to be in need of an update - nothing terrible but definitely not as nice as other ships we have been on. The decor was drab and a little worn in some places. The cabin was small. The cabin steward was great though. The first night, my salad in the main dining room had browning lettuce. The pasta was horrible - dry and hard like it had been microwaved. The wine steward never did bring the wine I ordered. That was the first night. Unfortunately, this continued throughout the 11 night cruise. The staff seemed overworked and unhappy. The quality in the main dining room was so poor that in order to get a good quality meal - you had to go to the special dining and pay a pretty penny. The activities onboard were not well planned and very limited. They seemed geared toward an elderly crowd which was probably appropriate since we were probably the youngest on the ship and we are in our 60's. Also information was hard to get even when you went to the service desk - only limited info was provided. We did enjoy the ports - they were fun. Disembarking in Copenhagen was a nightmare! It took hours. People waited in the terminal forever hoping to get a taxi to town. The only option was a taxi or a hop on and off bus. Traffic was backed up for miles and if you did get a taxi - you were basically standing still. It took us 6 hours to get to our hotel from the time we docked!! Celebrity could have provided buses to transport disembarking customers to the center of town but no such service was available. Planning and preparation overall was lacking in many areas. Their website is pretty bad too. We booked through their website - a big mistake!!! We found out that they would not honor their price guarantee. The price went down on Expedia by $225.00 a person and Celebrity said they would not honor that price drop since it wasn't on their site. Their price guarantee states in the first line "Our Best Price Guarantee ensures that you'll enjoy the lowest advertised rate on your cruise fare and preferred promotional offer." It doesn't say on Celebrity's site only. I don't think I want to go on another Celebrity cruise. I think I've had all the fun I can take with them.   Read Less
Sail Date: March 2014
Celebrity used to be known for its customer service and its food. Our cruise lacked both. We started with a delayed embarkation. However, I was never notified of this and the only way I found out was reading the cruise critic threads. ... Read More
Celebrity used to be known for its customer service and its food. Our cruise lacked both. We started with a delayed embarkation. However, I was never notified of this and the only way I found out was reading the cruise critic threads. That was just the start. Service was for the most part poor. Our waiter, Mario and his assistant, Vincent, were the only crew members, we felt went out of their way to provide excellent service. Our room steward did an average job and I am not sure our sheets were ever changed in the 15 days we were on board. Pool bar was inconsistent and for the first several days appeared to ignore women who was waiting to order a drink. We paid extra for the premium beverage because my husband drinks White Russians and they were not included in the basic package. Unfortunately, he never received one that was made correctly, even though he always requested it to be made with milk, not half and half. The food was only average in the dining room. Presentation was excellent, but the food usually disappointing. We ate at the Specialty restaurants three times. The food was very good and nice selections. Entertainment was lacking. There were only several days that there was any entertainment at the pool. We had seven sea days. When there was live entertainment, the band played for one hour and then quit. We enjoyed the live music in the Rendezvous Lounge, but again, it was very short. 45-60 minutes then an hour break. There was live music in the Constellation Lounge, too, but that never started until 10:30, which was too late for us. Entertainment in the theatre was also disappointing. There were one or two nights that it was good, but overall, it was less than enthralling.. On a positive note, the public areas of the ship were well appointed and well kept. There was little evidence of overuse . Our ports of call were excellent and Celebrity did a wonderful job of educating their guests prior to and as we were passing through the Panama Canal. We enjoyed the excursions that we took and felt they were worth the time and were informative. It appeared that the crew was new to the ship and corporate made several procedural changes during the cruise, which added to the lack of cohesiveness of the crew. We always felt that Celebrity needed to "step it up" a few notches. Lastly, disembarkation was very disorganized. We had an early flight and had informed guest relations of this several times. Disembarkation was delayed because they couldn't find two guests that were not US citizens and no one could leave the ship until they went through immigration. There must be a better way to handle this. We never did get the okay to leave our area. We just walked to the gangway and left the ship with another group. Our luggage was ready for pick-up and we got a cab to the airport. In summation, a cruise is a wonderful experience and even a less than wonderful one is a unique experience. Would I recommend Celebrity? "no" Would I consider another one with Celebrity? probably not. Read Less
Sail Date: January 2014
I missed sending in a requested review but wished you to know we were most disappointed with our recent cruise on Infinity from Santiago to Buenos Aires. This was our 5th cruise with Celebrity and we found you are cutting too many corners ... Read More
I missed sending in a requested review but wished you to know we were most disappointed with our recent cruise on Infinity from Santiago to Buenos Aires. This was our 5th cruise with Celebrity and we found you are cutting too many corners on the ship now. We did have some bad luck as we could not go ashore in Punta Arenas due to bad weather, a passenger needed to be hospitalized so we had to re route, we could not dock in Puerto Madryn due to industrial action. All these incidences were of no fault of the ships, we fully realized this. BUT the result of the incidences was we were at sea for 4 or 5 days, not even a film was put on in the theatre, nor were we given so much as a bottle of wine for compensation. The Captain hardly even said he was sorry though his English was so poor it was nearly impossible to understand him. We found the standard of the shopping poor, the standard of the entertainment much lower than that which we have had in the days of Brooks Aaron and Lindsay Hamilton. There was no ice festival, no baked Alaska and parade etc You know the corners which have been cut.! The end result for us is we think we will not be going on another Celebrity Cruise which is sad as we have enjoyed our previous cruises with you. 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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