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3 Helpful Votes
Sail Date: August 2019
I would like to start this review by stating that I have taken most of my trips with another cruise line and I am extremely disappointed in everything on this trip. We spent 5k for our cruise and another 2k for travel and adventures and ... Read More
I would like to start this review by stating that I have taken most of my trips with another cruise line and I am extremely disappointed in everything on this trip. We spent 5k for our cruise and another 2k for travel and adventures and needed stuff including WiFi for cruise for two people as they make you pay per device and didn’t receive 5k in services or travel! The vessel is a bit outdated inside but it’s still comfy as far as the room size and shower goes but then again I am in a stateroom. There are people on board whom due to being on the vessel for months have had hair loss due to the chemical treatment of water so I evil be using bottled water to wash the rest of this trip! The food is horrid in the buffet and main dining is pretty decent but takes too long to get food and it seems to take two hours to eat. The specialty dining has extremely long waits and when told to arrive early and we do we still sit for 45 minutes. I want to also express that the ports they take you to on the Adriatic Sea is horrid really and nothing to see so you will spend a lot of money to actually get a speed boat to take you other places if you want to actually see something and the staff and their tv tells you this when you board so wow. The fast high speeds boat you rent will want you to leave at 8:30 or 9:30 am. I also don’t think you should have to dress up for dinner because why dress up to eat then go to sleep as the entertainment on ship is obsolete and what’s offered it a joke. The internet is horrible and it is for the boat as well and employees will Tell you their device is down also in customer relations. The only entertainment they have is a blonde headed chick that her boobs are about to fall Out of her tank top that had cuts in the front the whole trip! They play a sound track of about ten songs on the boat over and over and the song “ swear I don’t have any gun” has played about 199 times in 4 days as it plays all day over and over and young and old both complain. Unaware why they have a chick wearing a tank top by the pool singing with her holes in it with her boobs hanging out as I felt I was at a strip club. She also sings almost the same songs they play over and over and this trip is horrible for Americans and French for sure! This isn’t a family cruise either by no means as there is nothing for kids to do so they run everywhere and throw sandbags from the corn hole game all day on deck with no supervision and the staff did notthing! If I were you I would fly to the area you want to visit and wing it cause these people are not taking you to any port you want to see! There is no entertainment on this ship and nothing to do and it’s boring and there are no shops except jewelry and liquor basically and all the ship is geared for is alcohol and sleep and some food! The room service night menu has basically bologna and burger! Also I want to say that there are not enough people who speak English to get anything done and you will spend about 500-800 to ever use internet and the tv has one movie channel so at night there is nothing to do and no tv to watch. They play basically Star Wars and ET type movie over and over and this not a cruise for young as everything closes at 10:30 and they start shutting everything down around 7ish! The staff is scarce and the only people on the ship are to clean really and are not helpful! If you want to be on a nursing home cruise this is the one for you as they start at 7am and close at 7ish some places not many open till 10 and then the older people have to cause the loud music never stops and it’s techno type music over and over it’s horrid you want to jump ship after five days of it 24 hours a day because you cannot escape it. Also the employees on board day they have listened to this ten song soundtrack for three years in a row without change! I feel like I am on the movie “Groundhog Day”!!!!!!!!! Worst trip ever I would have rather been at work or cut grass all day everyday! Horrible and I do not recommend as it’s a waste of money and def buyers remorse!!!! Read Less
7 Helpful Votes
Sail Date: April 2019
Picked this cruise because I could only leave for 2 nights and i was within driving distance of the boat. Wasnt interested in Nausau, therefore the boat was what i wanted to check out. I knew it was going to be worn and i knew it was sold ... Read More
Picked this cruise because I could only leave for 2 nights and i was within driving distance of the boat. Wasnt interested in Nausau, therefore the boat was what i wanted to check out. I knew it was going to be worn and i knew it was sold out. It ended up being a drunken booze fest with no one interested in looking decent. Didnt know before this how many people you could fit into a hot tub with cocktail in hand. Makes you wonder when you watch for awhile, when someone gets out to use the bathroom. Didnt seem like it. Very low end. Comedian was pretty good and not raunchy. Show with crew was ok. Food was better than those who went on Carnival, but nothing special. Crew was pleasant but tired Sailing was smooth The wear on the ship wasnt as bad as expected but does need a refresher. Hate to judge Celebrity by this cruise but I think I am more of a Silverseas gal Read Less
13 Helpful Votes
Sail Date: April 2019
We wanted a quick little get away, we love to cruise and have been for many years. We took a 7 day Celebrity cruise about six years ago and thought it was wonderful. We hoped this would be the same due to the companies reputation but ... Read More
We wanted a quick little get away, we love to cruise and have been for many years. We took a 7 day Celebrity cruise about six years ago and thought it was wonderful. We hoped this would be the same due to the companies reputation but could not be more disappointed. We took an Aqua Class Stateroom with balcony which was small and cramped especially the bathroom, whenever you took a shower the whole bath floor got wet! The ship was allegedly updated not long ago, don't know what they updated but they probably need to go back to the drawing board. The a/c barely kept our room comfortable, the TV didn't work most of the time, the water coming out of our of the faucet and shower was dark rust colored at times! We tried to get a glass of wine at one of the bars, the bartender moved toward us, told my wife to have a nice day and then left! What great service! With a Classic drink package and trip insurance this was a $1,200.00 two night cruise. Not cheap at all for a small cramped room, lousy service and rust colored water. We could have gone on a three night with another Cruise line for nearly 1/2 that price! Again we went with Celebrity for their reputation. We also were constantly being solicited to try one of the private, pay for what you eat on board restaurants. We didn't come on the cruise to be constantly solicited, we came to relax. The only saving grace on this cruise was having the Aqua Class private dining room. We did have a great ocean view, the food was great and our waiter Hendar was fantastic! If not for the private restaurant and great staff this would have been a total loss. For me the bottom line is save your money, go on a different cruise line or just stay home. You will be much happier, we wish we never went. Celebrity has lost our business. We will be on a competitor from now on. Read Less
Sail Date: March 2019
The food in the main dining room was outstanding! Our cabin was a family suite. With a large veranda and was very clean and comfortable. However the ship lacked entertainment. Not much to keep you interested during the day if you were ... Read More
The food in the main dining room was outstanding! Our cabin was a family suite. With a large veranda and was very clean and comfortable. However the ship lacked entertainment. Not much to keep you interested during the day if you were not a drinker. Solarium and pool area were extremely crowded and not enough chairs. The buffet was decent but it was laid out in not such a good way that by the time time you got back to your table the food was cold. We took an excursion to Chichen Itza to see the Mayan Ruins. They were awesome to see and our guide was very knowledgeable but walked so fast to to get to the bus and then to gate at The ruins that we lost him twice. Because it was such a long ride we were not able to explore the ruins or the all the wares that were being sold. So if you go you will be amazed at what these people built, you just will not be able to see them all Read Less
6 Helpful Votes
Sail Date: September 2018
first time I cruise with Celebrity, I was very disappointed. There were not enough staff in the dinning room and the buffet room. in the buffet, if no one serve you (usually), you have to put your whole head under the hood to reach the ... Read More
first time I cruise with Celebrity, I was very disappointed. There were not enough staff in the dinning room and the buffet room. in the buffet, if no one serve you (usually), you have to put your whole head under the hood to reach the food at the back. Chicken was dry and beef was tough. desserts were even worse, tasted only sugar and flour. The foyer was so small with curtains around, only a few people can see the game and performance. the dinning room and theater is really grand, but the food was bad and the shows were not impressive. the swimming pool is small, but there are many lounge chairs. I fell on the pool deck, they don't swipe away puddle of water. All of the "enrichment activities" are for a fee. we were upgraded from inside guarantee to ocean view, which is nice. the size of the state room is 170 sq ft., larger than most of the cruise ship. I will not cruise with Celebrity again. Read Less
7 Helpful Votes
Sail Date: September 2018
We are Diamond cruisers on Royal Caribbean. Therefore we were able to join Celebrity as Elite Captain Club members. So we wanted to try Celebrity to see how it compares to Royal Caribbean. We were extremely disappointed. The Celebrity ... Read More
We are Diamond cruisers on Royal Caribbean. Therefore we were able to join Celebrity as Elite Captain Club members. So we wanted to try Celebrity to see how it compares to Royal Caribbean. We were extremely disappointed. The Celebrity Infinity has the potential to be a beautiful ship. Unfortunately it has not been properly maintained since it was launched in 2001. The ship looked drab and it never smelled fresh. The service in the dining room was the worst we have ever experienced, partly because there were not enough waiters to properly serve the guests. The food was bland, the selection was limited, especially the breads, and dinner took almost two hours every night - a real endurance contest. The buffet options were dismal - don't even think about eating any breads, pastries or donuts. We experienced raw sewer smells in our cabin on three nights which woke us from a deep sleep. Our cabin steward was one of the nicest stewards we have encountered. Our cabin was very nice, though dated and in dire need of a refurbish. We will not cruise on Celebrity again. Read Less
5 Helpful Votes
Sail Date: August 2018
Dirty and smelly cabin, ship (infinity) well past its use by date, do not go on it. They are really not bothered when you complain.We have cruised 16 times with various other companies and this is the first time that we have had cause ... Read More
Dirty and smelly cabin, ship (infinity) well past its use by date, do not go on it. They are really not bothered when you complain.We have cruised 16 times with various other companies and this is the first time that we have had cause to complain. Celebrity complaints department have still not replied to us.This was a very expensive trip of a life time, cruise Alaska then the Rocky Mountaineer, while Alaska was great coming back to a tired old ship with a shocking concierge level stateroom spoiled the whole trip.The food was mostly bland, in the maim dining room it was ok but never more than that. As with all the cruises we have been on, the crew were very good, it must be hard for them working on a ship that is so bad. This was the last season for Infinity in Alaska, perhaps we should have waited. Embarkation was terrible due to US Customs. Cabin score is 1 star because it wont allow zero. Read Less
3 Helpful Votes
Sail Date: July 2018
We spent a few days in Seattle before making our way to Vancouver for embarking on our cruise. Seattle was spectacular and we loved it! We were so excited for our adventures to begin. After arriving at the port,the boarding process ... Read More
We spent a few days in Seattle before making our way to Vancouver for embarking on our cruise. Seattle was spectacular and we loved it! We were so excited for our adventures to begin. After arriving at the port,the boarding process wasn’t that awful and after 2hrs. We were on our way onto the ship and ready to explore... The ship overall is slightly dated and it shows. Our cabin was ok but smaller than you would think. Our attendant for our room was decent and we really didn’t have any issues with our cabin. The issues with our vacation started with our missing luggage. Late delivery and the fact that I had to go to guest services to identify our missing baggage?! One of the biggest components of a cruise is your dining. That being said, this was one of our biggest complaints which was met with beurocratic deaf ears! We were never given the opportunity to choose our dining options in advance and this error could not be corrected once aboard ship. Even though all of these issues were brought to the attention of appropriate personnel, nothing could be done?! The general service from ships crew was awful! I’m sorry; not my job; I don’t know are three things you should get used to hearing on this ship... Excursions were also a hot mess. I booked a seaplane and fly fishing excursion only to find out on board that it was catch and release only, that wasn’t mentioned in the brochure that details the excursion. There was also miscommunication regarding another excursion that led us to change the meeting place (3 different locations) and the staff was clueless to help us find our way... had the local operator of the tour not waited on us, we would have missed our excursion. We cancelled another based on these two excursions and that also was met with beurocratic resistance?! Overall, poor service, miscommunication, and bad food makes this trip an absolute waste of time and money. The $6500 cabin for four was definitely not worth it. I’ll NEVER cruise Celebrity again! Read Less
4 Helpful Votes
Sail Date: May 2018
The itinerary of the cruise up the pacific coast to Vancouver was exactly what we wanted and in spite of a disaster on another cruise on the sister ship (Summit) we booked. From the embarkation at the port of San Diego, which was almost ... Read More
The itinerary of the cruise up the pacific coast to Vancouver was exactly what we wanted and in spite of a disaster on another cruise on the sister ship (Summit) we booked. From the embarkation at the port of San Diego, which was almost like a third world country port, to the embarkation in Vancouver was a tribute to total ineptitude. We had a dining room table for 11 but from the first night till the 5th nite on a10 day cruise one other couple and ourselves where the only one to actually dine. We asked repeatedly to have us moved to another smaller table but they refused.. Finally on the 8th day they moved us to another table and had another gentleman from open dining join us for the remainder of the cruise. We had booked over $1000 in excursions throughout the cruise. Each and Every one was a disaster. Misinformation, misdirection to meeting places etc.. They took us to Solvang California at 9:30 AM and the stores didn't open until 10:00AM. One excursion was scheduled for 9:30 AM and we received notice at 8: AM the same day that the cruise had been moved to 2:30PM after we had gotten up at 6:30AM in order to make the original departure time. We received so much credit back for complaints that we had enough to buy a new iPad and pay for a medical visit to the ships Dr. The Summit and the Infinity had noted they were refurbished recently but the Summit had spots and stains all over the upholstery in the Dining room and rust everywhere on both ships. They did update the area they added for the Blu Restaurant and the Aquaclass rooms but the rest were sorely neglected. Us plebians deserve some perks too!!!!! When we had to "tender"in several ports, I was almost afraid to get on the tender because of their poor condition and filthy windows and rust everywhere. I know this must sound lik esour grapes but we are faithful Celebrity cruisers and enjoy their cruises. We are booked on the new Edge in February and will be taking it again on a transatlantic in 2019 with a transatlantic in the fall of 2019, so we do love Celebrity. We hope that these heralded renovations of the older ships include these two ships or they should take them our of service!!!!! Read Less
Sail Date: May 2018
Chose primarily based on itinerary . Embarkation in San Diego was the worst and longest of any cruise taken. From what we heard ,this is a Port of San Diego issue ,not Celebrity. In general ,no real complaints. First cruise on Celebrity ... Read More
Chose primarily based on itinerary . Embarkation in San Diego was the worst and longest of any cruise taken. From what we heard ,this is a Port of San Diego issue ,not Celebrity. In general ,no real complaints. First cruise on Celebrity ,and seemed there were a large number of passengers who had multiple cruises and had status. There were more "elite/suite" areas and events than I have ever experienced. Ship was easy to navigate around. Elevators were prompt. All meals were very good. The buffet was very clean, well organized,and extensive (milk could have been colder). We enjoyed the Spa Cafe for healthy lunches. We did celebrity Select dinner seating and never had an issue. The only port /excursion complaint was that trip to Muir Woods was cancelled with no prior notification. Exercise ares was great ,although TV could have been better. Service overall great. Entertainment average but enjoyable Read Less
4 Helpful Votes
Sail Date: March 2018
The ship is in bad need of a complete overhaul. We ran on one engine most of our 16 day cruise as the other engine blew on previous cruise. Our ports of call, with the exception of Panama Canal and Cayman Islands, were awful. We had a ... Read More
The ship is in bad need of a complete overhaul. We ran on one engine most of our 16 day cruise as the other engine blew on previous cruise. Our ports of call, with the exception of Panama Canal and Cayman Islands, were awful. We had a really bad experience on a ship excursion beach trip in Manta Ecuador. Everyone on the trip complained but they would only refund 50% of the cost of the trip even though they admitted it was very bad. This was our first and last cruise on Celebrity. It’s back to RCL for us! Celebrity is NOT a step up from RCL as we’d been told. They don’t know how to take care of their passengers! The food was very mediocre but the entertainment was good most nights. I thought the crew seemed tired and ready for a break. We are diamond members on RCL and were elite on Celebrity. We were given coupons to be used in the lounge between 5-7 for 3 drinks per person. Never had that before. Read Less
45 Helpful Votes
Sail Date: March 2018
This was the second phase of a back to back. Towards the tail end of the cruise, I contacted a stomach virus from the ship. I believed it was not noro virus as there was no vomiting or other symptoms that accompany this illness. On the ... Read More
This was the second phase of a back to back. Towards the tail end of the cruise, I contacted a stomach virus from the ship. I believed it was not noro virus as there was no vomiting or other symptoms that accompany this illness. On the last night of the March 4th cruise I had blood in my stool, so I decided it would be best to go down to see the ship's medical staff in morning. The doctor examined me, decided not to treat me himself, or bring on board someone who could, and ordered me to disembark. Three years ago, my wife and I took the most memorable cruise we have ever taken, a month long journey around South America. For context, we have taken over one hundred cruises, including over 80 on Celebrity and Royal Caribbean alone. We decided that the experience was so incredible, that we would repeat this same journey again. At the start of our cruise on the Celebrity Infinity on March 4th, we anticipated another wonderful adventure from a cruise line that we greatly respected and felt respected by. Little did we know that this would be at the most horrendous and nightmarish journey that we would ever take. We were abandoned in South America by Celebrity. A 78 and 75 year old husband and wife were dumped with their luggage, feeling ill, feeling the effects of the trauma they had already experienced, and no knowledge of the local language or customs, and surrounded by very few people there that spoke English. The cruise line showed no compassion nor did they take into account our many years of loyalty. How can anyone treat older people this way? Would these same people ever consider doing this to their parents or grandparents? I was specifically told by the doctor that there was not a good hospital in San Antonio and I would be transferred by ambulance to Valparaiso, Chile. It was in the paperwork handed to me. This was also confirmed by an officer on board. It turned out we were actually taken to a clinic in San Antonio, Chile, where the sole doctor there could not treat us. We tried to tell them that we were supposed to go to Valparaiso, but no one there spoke English and so communication was very difficult for us. Celebrity's port agent never came with us and would not answer his phone. Thankfully, the ambulance person used Google translate on his phone and we were able to translate a bit, and conduct basic conversation. We were then transferred to the local hospital, the one the ship's doctor said was no good, and sadly he was correct. This was part of the nightmare. We were kept in the emergency area with dozens of ill people, with no separate room for each patient. The area was not clean by anyone's definition. We worried about what other illnesses we might contract. We also felt bad that these poor people had to endure the same thing we did. It was so underfunded that people had to bring their own toilet paper as there was none and the bathroom I had to use, along with all these other ill people, had no toilet seat. We did not know how blessed we were with such good and sanitary facilities back at home. These were just a few of the many reasons we should have been sent to Valparaiso. I do not know if it was a question of cost or some other factors. What was clear was that they just wanted me off the ship rather than treating me there and by telling me we were going to better facilities in Valparaiso, I would not raise a row even when the doctor said there were no good medical facilities in San Antonio. There was another person in Medical with the same condition. I never saw him again and I believe he was allowed to stay onboard. Thankfully there was a US-trained doctor at the hospital in San Antonio who treated me. She did cultures and blood tests and determined that I had a NON CONTAGIOUS bacteria in my stomach causing the blood. She gave me an intravenous with antibacterial medicine and a prescription for medicine. Before we got out of the hospital, the ship provides a caregiver to those put off because of emergency. The person assigned to us spoke some Spanish and got us to a hotel. He was in communication with the ship and the Celebrity port representative, who was essentially worthless in terms of help or communication. The caregiver had problems getting callbacks and answers from the ship's staff and so we were basically helpless. We had to go back to see hospital doctor next morning where she checked me and said I was getting better. But our rep was still trying to get an answer if I could meet the ship in the next port, Arica, Chile. We had to checkout at 12 at the hotel but he still did not have an answer about re-boarding the ship. We were stranded and helpless with no communication from Celebrity's medical staff. We waited in the hotel lobby until 5PM and I finally told him we could not travel to Arica that night as it was far too late. To get to Arica, we had to go to Santiago and then take a plane to Arica. We stayed at the hotel a second night and late that evening our caretaker had finally gotten information that the ship medical staff required us to get confirmation from the doctor that I could travel. We went back to the hospital the next morning and obtained the clearance that the ship asked for. Then we had to take a cab to Santiago for flight to Arica. There was no travel van companies that we could use and a local bus was the only other alternative. The ship rep was not going to travel with us. As you can understand, we were not up to taking a bus. We lost our rep and we were on our own. Two elderly people who do not speak the language with all our luggage. On our own, we had to get online and book a hotel in Arica for our night's stay there. We got up next morning in Arica and I was feeling physically better, staring to get my appetite back, and so we skipped breakfast as we would be onboard in time to eat, and set out for the ship. Then the next part of the horror and trauma began. The port security would not let us get on until they talked to the management even though we had our new key cards for the March 18th leg of the cruise. They did not have us in their manifest as joining the ship. Actually, we went through the ship manifest listing all the passengers with the port security officer and our names were not there. My wife said they must have given our room away, and that was another indication we should have recognized beforehand that they never had plans to let us back on the ship from the start. They just strung it along and caused more and more agony. Some Infinity representatives came to us on the dock, talked to us, and went back to the ship. I told them I was fine, that my diarrhea had stopped and I no longer had any blood. The medicine was working, but I guess my word was not sufficient enough, nor was the note from my doctor in San Antonio. The Guest Relations Manager, an old friend, came out to tell us we were again being denied for boarding the ship. This, they said, was base on the doctor saying I had some diarrhea. But that letter was two days old! I had stopped but they would not believe or test me. We could go up to Lima, on our own expense again, find a doctor there to confirm my problem was cleared, and maybe, they would let us back on the ship. Another three days alone in a foreign country with no communication tools or knowledge that there was ever going to be an end to this horrendous and tragic journey. My wife has celiac disease so finding food is trouble enough, but not knowing the language magnifies the problem. Another thing the doctor should have known was that the antibiotics for this treatment can cause things like nausea, dizziness, etc. And I was experiencing these, but they never asked. Just get off and find your own way. No support, security, comfort, or assistance, you are on your own, best of luck! You must understand, we were paying for all these expenses - airfare, taxis, hotels, food and drink, etc. - out of our own pockets. What little cash I was carrying was fast depleting. Very few people or businesses would take a credit card. For example, it cost $100 USD for my medicine and $142 for the cab to Santiago from San Antonio. Three more days on our own, tired and frustrated, again in a country where we essentially spoke no Spanish, and uncertain if we were going to continue this same exhaustive pattern to get back to home. No, you cannot get on in Lima, go to Manta, no cannot get on yet, go to Panama. I told the Guest Relations manager that my problems were gone, that they could test me themselves, that they could quarantine me all the way home as we could not continue with this agony and uncertainty. She says the ship refused and that the decision was made in Miami. Is Miami's policy so rigid that they would abandon older people in a strange country with no compassion? Abandon us with the problems we had experienced, would not test me to determine if I was alright. Use other options like quarantining me to insure I was alright. Forget our past loyalty. Forget mercy. I am certain it was the doctor that made the decision. The indications that they never planned for us to get back on the ship started to kick in. We should have paid attention to the warning signs like our representative not getting information, and not traveling with us to ship; our name not being on the manifest; no emails or calls from ship; being ordered to take all of our luggage. By this point, we decided Celebrity did not want us and we had no more willpower or stamina to continue dragging luggage, putting ourselves in possible danger by being alone, and continuing with this frustrating and humiliating process. So we decided it was time to go home. Celebrity's port representative was there to "help" us. You have to understand, at his time we were tired, angry, beaten, not thinking clearly, dejected and feeling the side effects of the medicine. In retrospect, I realized how little he actually helped us. Here is how he "helped." He got us tickets back home at a cost for us of $6000 dollars, which he originally had said was around $4000. His explanation for the difference was “all the other things they add on”. Also, rather than start flying us north, to say Lima, he kept us in his own country and sent us south to Santiago to start our trip. It was longer and probably more expensive. Thankfully, some wonderful people helped us here and there through this tragedy. It appears that in South America they are more considerate to older people than is Celebrity. But we definitely needed help. Two older people essentially on their own in a foreign country without the necessary language skills is a recipe for disaster. We travel by cruise ship for that reason and not alone by land. We relied on Celebrity to keep us protected and safe, and take care of our well being. I contracted my illness on the ship, yet they abandoned us. They would not consider our age and our lack of ability to speak the language. There were other options to consider for letting us back on the ship. The medical staff would not test me, would not believe me, nor would they take assurances from the doctor in the town that they sent me to. I gave the option of quarantining me even though my problem had gone away. At home, after we finally got home, a friend told me how he had experienced the same problems, diarrhea and blood, on another cruise line. For him, they brought a doctor on board to check him and kept him on the ship. We mistakenly felt we were considered family, the many times we have cruised with Celebrity. We always praised them and recommended them to many others as the best line to cruise. What disillusionment we have suffered. We have many friends in the crew that we met on our various Celebrity cruises. I was thrilled to be on this ship as it had many of the officers we knew and considered friends. We felt Celebrity was family. But it was all an illusion. Is Miami's policy to abandon the elderly no matter the consequences? Do they not leave any flexibility due to circumstances? I wonder if they would do the same thing to their own parents or grandparents. This was a nightmare that we still experience at night, and will be this way for a long time. For a business that advertises hospitality and loyalty, I think not. Cruising is extremely important to us. This took away a lot of that enthusiasm. No way would we cruise so far away again in a country where we are not proficient in the language Read Less
10 Helpful Votes
Sail Date: February 2018
This was supposed to be a trip of a life time, booked over 2 years ago. But its prove to be anything but. We were notified 5 days before departure that "due to a technical issue with the ship's propulsion system, as a ... Read More
This was supposed to be a trip of a life time, booked over 2 years ago. But its prove to be anything but. We were notified 5 days before departure that "due to a technical issue with the ship's propulsion system, as a precaution, we will have to reduce our maximum speed by a few knots". This meant they cancelled the stop to Puerto Madryn (penguins). We received the princely sum of £131 compensation (trip cost approximately £6000). There was only to be 4 stops on the itinerary anyway. Our first stop was Ushusia and we arrive late so half of our trip to the Beagle Channel and National Park was completed in the dark. Its a shame as the first part was fantastic. Antarctica was amazing. We were then hit by a violent storm and due to "safety reasons" they announced that we would not be stopping at the Falklands. There was no apology, to the fact that we no longer had an opportunity to see penguins close to. I took us 5 1/2 days to limp back to Montevideo passing the cancelled stop Puerto Madryn in glorious sunshine. Celebrity is not prepared to pay any compensation and to show how insensitive they are they mentioned at the end of the letter that the next trip managed to make it to the Falklands. Please be aware that this ship is approx 18 years old and this is not the only problem it has had. There are 3 other ship of this class and all have the potential problem. PLEASE DO YOUR HOMEWORK BEFORE BOOKING. Read Less
Sail Date: February 2018
Passengers were not allowed to use the Constellation Lounge on sea days and some port days in the daylight hours. It was reserved by Park West to sell paintings. There were no other locations on the boat to sit in front and view the ... Read More
Passengers were not allowed to use the Constellation Lounge on sea days and some port days in the daylight hours. It was reserved by Park West to sell paintings. There were no other locations on the boat to sit in front and view the cruise, unless I went to sit on the Rooftop Terrace in the full sun and get a sunburn. The Captains Club Celebration was held in the dark on the Rooftop Terrace because Park West reserved the Constellation Lounge. The handicapped elevator had not been maintained for over 2 years. The elevator broke down when the staff tried to help my wife get down off the Rooftop Terrace. She was forced to use the stairs and injure her leg. This cause us to limit our tours and I was not able to attend the Rio Carnival Tour which was the main reason that I selected this cruise. When the handicapped elevator broke your staff sent for electricians to fix it. My wife asked for me to go to the show and save her a seat. After I was in the theater for 30 minutes I went to the 3rd Floor Customer Relations Desk to see if they could page my wife or call their staff on the Rooftop Terrace. They refused and asked me to fill out a Missing Person Report before they would get Security to look for her. Then they insisted for me to wait in my room with a Security Guard outside my door. After another 15 minutes I left my room and started searching the ship with the Security Guard running after me. We finally found her in the theater where she asked me to meet her. Her leg was giving her a lot of pain and we had to get a wheelchair for the trip. They refused to have the Ship's doctor look at her leg unless we paid for his services. They wanted to sell her pain medication. We have our own medications for most emergencies. Read Less
4 Helpful Votes
Sail Date: January 2018
This was the worst cruise ..... They sent us a message that the ship was broke, but we are going anyway. They were going to skip a stop. So we cruised and cruised out of 12 days we make one stop off the ship, That was Ushuaia ..we were ... Read More
This was the worst cruise ..... They sent us a message that the ship was broke, but we are going anyway. They were going to skip a stop. So we cruised and cruised out of 12 days we make one stop off the ship, That was Ushuaia ..we were there for 5 hours....Then we sailed through the antarctica and around that area. We were on our way to Falkland Island. We were all excited, finaly going to see the penquins, Lot of them. Then seas were kicking up, if we were not on a broken boat we would have already been there. Many of us bought two trips for that day. The cruise cut out the highlight of the trip. The entertainment was good a couple nites... They had this Micky live who hated what he was doing..... I paid for an Adventure, not a boat trip. What made it worst the company has not reimbursed me a dine. except to say the next one will be better....They have got to be kidding. All they did was encourage us to shop on the board :( There was not one thing that was included in the price of the cruise...... horrible.... Read Less
4 Helpful Votes
Sail Date: January 2018
This was to be our last continent to see - Antarctica, with stops in South America. We spent around $15,000 including airfare and excursions and a days stay in Buenos Aires before cruise. We had a balcony room in the concierge group. ... Read More
This was to be our last continent to see - Antarctica, with stops in South America. We spent around $15,000 including airfare and excursions and a days stay in Buenos Aires before cruise. We had a balcony room in the concierge group. That was a joke to get this grouping. It afforded us to miss one long line in boarding. There were a few perks, but not nearly enough for the extra money. The ship is old and worn, but very clean. The food is regular dining was average. To get a superb meal, you must eat in specialty dining at the additional cost of $45/person! Entertainment was good. The problems came with a notice one week before departure that one engine’s propulsion was damaged. They knew this before, probably at booking, but did not notify passengers until one week out, without possibility of canceling. They put out a entirely different schedule; canceling Port Madryn where we would have seen large groups of penguins. Then because the ship could not travel top speeds, we were very late ( later than the second schedule) arriving into Ushuaia. We had booked an “end of the world” train ride (rip off) instead of seeing one type of penguins because we had thought we would wait to see 3-4 varieties in Port Madryn and Port Stanley. BOTH OF THESE EXCURSIONS WERE CANCELED. WE SPENT THOUSANDS OF DOLLARS AND SAW NOT ONE PENGUIN ON LAND! Port Stanley was canceled due to storms. The ship rocked, rolled, and jumped during 50 mph winds and 15-20 ft. Waves. This ship was NOT sea-worthy, and Celebrity risked everyone’s life knowing this well in advance. Another huge disappointment was the shops were so undersupplied. THEY DID NOT HAVE ANY ANTARCTICA T-SHIRTS TO SELL. WE WERE ON THAT SHIP 12 out of the 14 day cruise with little to buy or do.....miserable! We had excellent wait staff and cabin steward. They were overworked because of 12 days on board without passengers leaving ship. If you are planning a cruise AYWHERE, please do not use Celebrity or Royal Caribbean’s ships; same company owns both. They lie and misrepresented their cruises and ships! Read Less
14 Helpful Votes
Sail Date: January 2018
First cruise with Celebrity and the last. We have been cruising for the last 35 years and never struck issues like these - even in older ships and much heavier weather. 6 days before we were due to board, the itinerary was changed due ... Read More
First cruise with Celebrity and the last. We have been cruising for the last 35 years and never struck issues like these - even in older ships and much heavier weather. 6 days before we were due to board, the itinerary was changed due to 'technical issues with the propulsion system". The issue had also been present on the previous cruise so why weren't we told earlier ? As a result, the itinerary was changed and one of the ports (Puerto Madryn) was to be skipped. We were told that we would be reimbursed the cost of 1 day - however 4 weeks later we still haven't received it. We now know that the issue won't be repaired until April, but the cruises will go ahead - presumeably with last minute itinerary changes. I know at least 1 person who has just been sold one of the trips - with the original itinerary. We were very late into Ushuaia and finished our land tour in the dark (10.00pm) - despite it being rushed and cut short by 1 hour. We were unable to visit the museum as it was now closed. We were told it was due to tides (?!) and winds - well the winds went heavy enough to worry a boat with an operation propulsion system! We then didn't stop at the Falklands supposedly due to 'bad weather', we were told the evening before. In reality, the visit had been cancelled much earlier in the day, as some passengers had been contacted from shore by 3:00 pm in the afternoon. It seems likely that with slightly heavier weather, it was necessary to bypass Port Stanley in order to get to Montevideo on time. So we missed 2.5 of the scheduled 4 ports. Embarkation procedures in Buenos Aires were a complete shambles with crowds milling around, no structure, no signs, and a large inoperative loud speaker system. Disembarkation at Ushuaia, was held up because of bunkering on the wharf. Initially, we didn't have hot water in our cabin and a light bulb was out. The cover on one of the beds was torn. At Montevideo, we could disembark from about 7:15, we gather, from watching people go off. However, no announcement was made - so you had to guess. The excuse was that they didn't want to wake people up ( However, they can prevent the announcement from being made in the cabins - so this is another piece of deceit). We had several incorrect bar items on our account as did other travellers - so watch your bar bill like a hawk.Two items that the desk had reversed when I queried them, reappeared 2 days later, as new bar items. We were also charged for higher priced drinks than we had ordered, probably to maximise the gratuity. There were 4 of us and we had booked a table of 8 in the second dining in order to meet other people. This was checked with them several times. However, we were put on a table for 4. When we complained, we were dumped on a table of 10, on our own. The second sitting dining usually took 2.5 hours. Eventually, we requested a change to open seating, and the service, etc improved dramatically. The juice and coffee machines in the Ocean Cafe frequently, ran out. Read Less
16 Helpful Votes
Sail Date: January 2018
We bought our tickets in November but most of the other passengers bought theirs far earlier than us. However Celebrity failed to let us know the ship was only sailing with one propeller which slowed down its performance so much that we ... Read More
We bought our tickets in November but most of the other passengers bought theirs far earlier than us. However Celebrity failed to let us know the ship was only sailing with one propeller which slowed down its performance so much that we arrived in Ushuaia seven hours after the scheduled time. All tours were rushed and by the time we finished the tour all shops and museums were closed for the day. It was our intention to visit this far away place thoroughly and experience the life here. Then we were supposed to circle Cape Horn, but the ship just went a little north then turned around. When we got to Elephant Bay the ship was not able to get close to the shore because it did not have enough force. We did not stop in Port Stanley because of the weather and our next stop, Port Madryn, was canceled. We were on board for 12 days out of the 14-day cruise. This ship was working with only one propeller for a long time. Celebrity was well aware of this problem yet it chose not to disclose it so as not give the passengers the right to cancel the trip without penalties. It is still sailing north and back to Antartica without any plans to stop to fix the problem. Read Less
9 Helpful Votes
Sail Date: January 2018
1. Notified just a couple of days ahead of departure of propeller problems and that we would misse Port Madryn. 2. Into Ushuala Argentina extremely late 4:30pm and stayed to 2am--long after the town had closed down. 3. Missed Port ... Read More
1. Notified just a couple of days ahead of departure of propeller problems and that we would misse Port Madryn. 2. Into Ushuala Argentina extremely late 4:30pm and stayed to 2am--long after the town had closed down. 3. Missed Port Stanley. The day we should have arrived was a beautiful day and but the day we attempted to approach Port Stanley we were in purported to be "hurricane force" winds--unable to get out quickly due to reduced speed of ship--so rock & rolled for an extended period of time. Serious concerns that our safety was broached by the mechanical problems of this ship. 4. Lingered at sea due to no ports and arrived in Montevideo at 6am. Obviously, not a good time for touristing. We were told about the problem several days before departure during the no refund period. No out provided for cancellation. Once on board Celebrity basically told us that we accepted the circumstances and no further compensation--except 1/14 of the fare for the Port Madlyn cancellation. In other words, we booked a very expensive At Sea cruise on a ship that was not capable of completing the itiniary that was contracted--and a ship that put our safety in jeopardy. Celebrity will not step up to the plate and compensation accordingly. Celebrity Cruise needs to work on customer service/safety issues. Read Less
17 Helpful Votes
Sail Date: January 2018
The itinerary on Celebrity Infinity was excellent: Buenos Aires to Ushuaia to Cape Horn to Antarctica to Port Stanley, Falkland’s, to Puerto Madryn to Montevideo and back to Buenos Aires. The only issue with it was the first [boring] 3 ... Read More
The itinerary on Celebrity Infinity was excellent: Buenos Aires to Ushuaia to Cape Horn to Antarctica to Port Stanley, Falkland’s, to Puerto Madryn to Montevideo and back to Buenos Aires. The only issue with it was the first [boring] 3 days at sea, but we skipped them by flying to Ushuaia directly. (Yet, Celebrity, of course, not only issues no refund for those 3 days, but charges a fee to allow you to embark in a different port. The funny part of that was a call from them on the day of the departure with a question of why we are not on the ship. Despite the fee charged, they did not bother to communicate our embarkation exclusion to the vessel!) There's more. Unfortunately, a week before sailing, Celebrity sent an email that they have a problem with the ship’s propulsion system, as such they won’t have sufficient speed and will have to cancel our visit to Puerto Madryn. It was very bad news, but at least they promised to refund one day as an excuse; not a fair exchange of course but something. (Later on the ship, during our Inside Access Tour, we of course asked in the mechanical room what the problem they have with the propulsion system, but the crew politely did not give an answer.) The worst part came later. They suddenly cancelled Port Stanley as well. This time it was “for safety reasons”, saying that the weather is too bad there, that it’s a strong wind of 55-80 kph and getting to the shores is not possible. Alas, there is a big problem with this statement. First of all, the crew already knew and many people told us two days before that we won’t go to Port Stanley; that's before there was any reliable weather information. Also, our sailing through Drake Passage was extremely smooth. We were really lucky with the weather! Then at 5 AM on the morning we were supposed to sail to Port Stanley I checked the weather there and it was …sunny with 50 kph wind indeed but also CALMING to 25 kph during the day. Nonetheless, “for our safety” we did not go there. Of course, people attacked all officers with tons of questions. The main one being why not visit Puerto Madryn or another port in Argentina instead. We got no answer. I also had an opportunity to ask the captain personally on the real reason for skipping Stanley. The answer was, “I’m the captain, I know better.” So, it looks like Celebrity Infinity either has a big technical problem with the vessel (and then it’s a real safety issue!) or saves money on port fees, etc., maximizing their profits. Either way, my advice is to never use this company. They have no respect for their customers, easily ruining vacations for 2000+ people. Read Less
3 Helpful Votes
Sail Date: January 2018
We were on Celebrity Infinity Jan 21 – Feb 4, 2018, going from Buenos Aires to Antarctica. There was a technical issue with the ship’s propulsion system that resulted to changes in the itinerary. • Due to cancellation of the ... Read More
We were on Celebrity Infinity Jan 21 – Feb 4, 2018, going from Buenos Aires to Antarctica. There was a technical issue with the ship’s propulsion system that resulted to changes in the itinerary. • Due to cancellation of the stop at Puerto Madryn we received an email telling us Celebrity was issuing a refund in the amount equal to one day of our vacation. We only received half of the amount of one day of vacation. • We were to be in Ushuaia from 9 am to 9 pm. We arrived at 4:30 pm. After our excursion we had only 10 minutes before the shops closed and it was too dark to safely explore the town. • The schedule for the Falkland Islands was changed and then cancelled. The weather would not have caused us to miss this port if the ship did not have a propulsion problem. • When we didn’t go to the Falkland Islands, there was no plan to go to another port. We cruised past Puerto Madryn, the port that was cancelled. We cruised slowly to use up time until we arrived in Montevideo. Customer service prior to the cruise • We had a one night pre-cruise stay at the Sheraton Hotel. Before the cruise, Celebrity customer service gave us incorrect information about transportation from the hotel to ship. I was told that transportation was not provided. I arranged and paid for a private car to take us from the hotel to the port. • We were notified about the change in itinerary only a few days before travel. I tried to change excursions through the Celebrity website. Most excursions were booked. I called customer service to change excursions. They could not help me. I was told to send an email to Shorex@rccl.com. They never responded. • Pre-cruise telephone customer service did not know about the itinerary change. I was left with no credible resource to get help. I was often on hold over 20 minutes. Concierge service • There was no concierge separate line for luggage or migration, so we stood in line with everyone to board ship. • On the day of boarding the concierge desk was not open until 6:30 pm and closed at 8:30 pm. Our concierge had to help with luggage so he wasn’t available when we boarded. There are many needs and questions on the first day; so again, we stood in line with everyone else. • No concierge service for excursions. • There was no concierge line to get off the ship for excursions. • Concierge hours were limited on the day we got notice about the disembarking process. Many people had questions. I waited my turn and then at 12:00 the concierge announced that his time was up and he would not return until 4:30. So I went to guest relations and stood in line again. • Celebrity marketing materials say that concierge guests have additional services and amenities. This is regarding some of the things listed: We had a beverage package, so one bottle of sparkling wine in the room was no added value. Custom blended bath amenities were very ordinary. A tote bag is something we could have bought cheaply. The key holder is a small token. The towels were thin and worn, certainly not plush. We requested isotonic pillows. The pillows were flat and worn. We were never notified of the “exclusive destination seminar”. Private departure lounge and priority disembarkation was not applicable if you have a post-cruise excursion. The massaging showerhead was very ordinary. Condition of the ship • Internet connection was intermittent even when we were in seas along the Argentina coast. Internet was not as reliable as promoted. • Plastic glasses on deck 10 were cracked around the rim. • Celebrity website says the Infinity is modern luxury with a grand makeover in October 2015. The upholstery in the theater and other areas was tattered and stained. The overall condition of many areas does not reveal the grand makeover. Read Less
3 Helpful Votes
Sail Date: January 2018
We were expecting to visit the Antarctica and to see the wildlife in Puerto Madryn and in Port Stanley on this cruise. Though we visited (cruised by but not actually stop at) Paradise bay and Elephant island in Antartica, we were ... Read More
We were expecting to visit the Antarctica and to see the wildlife in Puerto Madryn and in Port Stanley on this cruise. Though we visited (cruised by but not actually stop at) Paradise bay and Elephant island in Antartica, we were completely shut out of experiencing visit with wildlife such as the Penguins due to technical issues with the ship's propulsion system, speed reduction, poor planning and poor weather. The management of the Cruise ship certainly had enough advance information, based on past experience, on the expected weather on probability of making anticipated ports of call at Puerto Madryn and Port Stanley. With advance information on the Ship's propulsion system they decided to travel slow and cancelled Puerto Madryn. They could have kept alive the option to visit Puerto Madryn, in the event Port Stanley had to be cancelled due to severe weather. While we do not fault them for not accepting the weather risk at Falkland Islands, we do fault them for poor trip planning having cancelled Puerto Madryn at the outset to compensate for the slow speed of travel due to propulsion problem. This made for a long 10 day sea voyage ( out of total 14 days) from Ushuaia to Montevideo resulting in monotonous boring Cruise experience. Since we only had very few options available to see Antarctica & Penguins, we felt victimized by Celebrity Cruises ruining our once in a lifetime vacation. Dining and entertainment activities were average to better than average. There was too much selling activities T shirts, jewelry, watches, paintings, future cruises, photography, etc. Staff was very good in most food and drink areas, except at customer service where staff was not helpful. Very defensive not attempting to address customer complaints or concerns. Read Less
6 Helpful Votes
Sail Date: January 2018
First I just want to say that this was, I think, our 26th cruise. This was one of the worst experiences I’ve had on a “bucket list” trip. About a week prior to sail date receive message from Celebrity that Puerto Madryn cancelled due ... Read More
First I just want to say that this was, I think, our 26th cruise. This was one of the worst experiences I’ve had on a “bucket list” trip. About a week prior to sail date receive message from Celebrity that Puerto Madryn cancelled due to propulsion on the ship. Received close to 1/14th of cruise cost on our credit card to give us one day credit. That was 1 of 4 ports that we now will miss. By the way, where we are going it’s known for bad weather and rough waters. Who is the idiot that makes the decision to screw the passengers and ruin their vacation with a ship that can’t handle these types of conditions. The money hungry execs don’t care if they steal the mone6 from people. Captain kept saying daily issues with propulsion and weather. First stop, Ushuaia, we get to hours later than we should have. Oh, don’t worry we will stay till 1 a.m. We do a catamaran ride, which was fine, but then get on bus to go to Tierra del Fuego National Park. First it’s getting dark, we can barely understand guide, we get to stop a couple times to take pics. Didn’t see anything but dead trees and weeds. We didn’t get to walk through the park. It was a bus ride. Others that went 1st to the park got to walk around. We get to ship at 10:30 pm and stores are closed. No souvenirs! Next day talked to Shore Excursions mgr. and he says they gave us what they said they would. Approximately $160 ea., we got ripped off. In another day or two, we are told we are going to have to miss our Port Stanley, Falkland Islands due to weather. They made sure that it wasn’t about propulsion....but we also have to go another way to avoid the weather. Also, we now miss our only chance to see the King penguins and be near them. They lied, lied, lied to us. This ship has had propulsion issues since day 1 when it started cruising. We paid over $15,000 for this trip. We had issues in our bathroom that the shower leaked horribly and they never fixed it. Told that this is going to dry dock after a couple more cruises. I guess they want to give the shaft to a few others. Thank you Celebrity for ruining our trip. Maybe we need to go back to Royal Caribbean because we’ve never had our whole trip ruined. Told by others on the ship that Celebrity already knew this was how the trip was going to be. We have another bucket list trip next year with Celebrity but we are thinking of changing cruise lines. Most of the staff were fine but there was even issues with them at times. Read Less
3 Helpful Votes
Sail Date: January 2018
We were looking forward to visiting some amazing ports. Unfortunately this cruise was a real disappointment as Puerto Madryn was cancelled before we left and The Falklands was cancelled due to bad weather. Spending nine days at sea was ... Read More
We were looking forward to visiting some amazing ports. Unfortunately this cruise was a real disappointment as Puerto Madryn was cancelled before we left and The Falklands was cancelled due to bad weather. Spending nine days at sea was exceedingly boring. Bad weather in this region is not unexpected yet there was no attempt to build any flexibility into the route. This was our first cruise with Celebrity and it had started well with a very efficient check in. Generally we found that there was a good range of food at all meals. We also thought that the entertainment was very varied and of a high standard. However, all these positive aspects have been completely forgotten by the fiasco of the cancellation of going to The Falklands. Celebrity have yet to provide us with an answer to our complaints. There just seems to be a deafening silence......This was our first cruise with Celebrity and we won't be repeating the experience. Read Less
27 Helpful Votes
Sail Date: January 2018
This ship is tired, broken engine,rusty, peeling varnish on all outside wood surfaces, broken furniture, blacken mirrors, dirty, poor sanitation in buffet , and no on board activities. Every day the only activity was a different sale at ... Read More
This ship is tired, broken engine,rusty, peeling varnish on all outside wood surfaces, broken furniture, blacken mirrors, dirty, poor sanitation in buffet , and no on board activities. Every day the only activity was a different sale at the stores on the ship or the spa or gym trying to sell you something. Every Day! That's it. We have been on over 50 cruises and this was by far the worst cruise we have ever been on. I agree with the other reviews about the captain's attitude and the attitude of the corporate office. Every strategic decision was made with corporate profit in mind, not the passengers. 9 continuous days a sea with nothing to do . The broken engine affected the arrival times at the only 3 stops the ship made and therefore affected the shore excursions. We have traveled on about 10 Celebrity cruises and will never go on one of their cruises again. Too many other choices offering the same itineraries. 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 4.2
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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