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1 Helpful Vote
Sail Date: January 2019
Terrible customer service from concierge desk and customer relations manager. Kids club very unaccomodating and there’s nothing else for young kids to do on board other than swim, which given the cold wasn’t possible a lot of the ... Read More
Terrible customer service from concierge desk and customer relations manager. Kids club very unaccomodating and there’s nothing else for young kids to do on board other than swim, which given the cold wasn’t possible a lot of the days. I wouldn’t recommend this ship for anyone with children. Waiters were amazingly friendly and helpful throughout. Manager from kids club is in the wrong type of employment. Shows were rubbish, you can see no effort has gone in to regursal or the choreography. Bar staff at the top bar near the pool were amazing. This ship really just caters to older / retired travellers without children. No nightlife on board. Shopping had a poor selection, again nothing really for children. Sad that this was my first cruise experience. I will never recommend Celebrity to anyone. Poor value and service for money. Very dissatisfied. I had a second cruise booked before going and upon returning home I cancelled it, lost service for the travel agents too. Read Less
9 Helpful Votes
Sail Date: December 2018
I chose this holiday cruise for my family since we had not been to South America and not travelled on Celebrity Cruise lines before. we have been on many cruises and lines all over the world but had just never seemed to go on Celebrity so ... Read More
I chose this holiday cruise for my family since we had not been to South America and not travelled on Celebrity Cruise lines before. we have been on many cruises and lines all over the world but had just never seemed to go on Celebrity so we gave it a try. This itinerary looked great on the website and even had one of the highest overall ratings by reviews which I really can't understand why. We have one family member with mobility issues and in a wheelchair, and what they don't inform you of when booking is that guests who cannot walk on their own are virtually stuck on the ship for the entire cruise. Most port were accessed by tender and the port that didn't involve tenders had such convoluted ramps and gangways and busses involved; it was too scary to attempt to disembark. for those of us that did get off the ship we found the ports to be dreadful, dirty and poor locales which were only depressing.We did take a couple tours one to see penguins which was nice but a very long drive from the port. The other to "the end of the world" which was the end of the Pan American Highway, and a drive through a National park. Every activity on the ship was just a sales meeting for something else to buy or "experience for an additional fee". I always hear the food on celebrity was so wonderful but in reality I found it to be below the level of RCL the lower level sister company. In fact Norwegian Cruise line food and dining is far superior to Celebrity or RCL. The ship was generally clean and modern but nothing too extraordinary about Celebrity Eclipse. This cruise should have never been offered to anyone with mobility issues at all in the first place. Celebrity sure "misses the boat" with this S American trip, and I am really not sure I will even be willing to give this line a second chance; it was just that awful. Read Less
5 Helpful Votes
Sail Date: August 2018
After almost a month of submitting our reviews/survey, we're still waiting to hear from Celebrity Corporate office about our horrendous experiences during this cruise. We chose the Baltic, St. Petersburg & Scandinavia cruise ... Read More
After almost a month of submitting our reviews/survey, we're still waiting to hear from Celebrity Corporate office about our horrendous experiences during this cruise. We chose the Baltic, St. Petersburg & Scandinavia cruise as a way to see these countries & we always had an enjoyable experience with Celebrity Cruise line. The 1st. day started with an extremely FILTHY cabin, a dinner table mate who announced she had bronchitis & not on meds & it went downhill from there. After she announced her sickness, we told the Maitre'd about our table mate & asked him to move us to another table. Sadly, no tables were available & our 2 choices were: open dining @ 8:30/9:00 or the buffet - Oceanview Cafe. We stayed @ the table & 4 days later my husband bore the brunt of her sickness by getting sick himself. He saw the ship's doctor twice & he stayed in the cabin because he didn't want to contaminate other passengers. I brought him his meals. & whatever else he needed. He missed all the ports except for Copenhagen. There were other people who were coughing, sneezing & were sick who went on the tours. The majority of them announced that they pd. for this cruise & were going on the excursions & didn't care about being sick or passing it onto other passengers. Other problems we encountered were banging toilet pipes during the night for 2 nights between 10 PM & 1 AM. We called Guest Relations the 2 nights & were told a plumber would be sent up to fix the problem. The plumber never came. On the 3rd. day, I went to Guest Relations to again report the banging pipes & I was told, "We don't have a record of your calls so you never called the desk". I told the Guest Relations name of the person who answered the phone on both nights. Her answer was, "there is no record of your calls". I asked her if that person worked those 2 nights & she said, "yes". My response was, I didn't make up his name. Why didn't he report the banging pipes?" The other issue was maintenance when paint was scraped from the deck above our balcony & went onto our balcony..For the 2 days that we were in St. Petersburg we weren't able to sit outside & enjoy the lovely weather & pleasant afternoons. The net used to catch the paint was 18" - 24" wide while the area the was scraped was about 20' wide. Very few paint chips went into the the net & landed on balconies & in St. Petersburg Neva River. Our dinner wait staff, Rafael & Oleksandra, were excellent, always smiling, helpful, friendly & pleasant. Andrea, another ass't. waitress, was friendly & always had a wonderful smile. The Oceanview Cafe & bartenders were pleasant & helpful. Vivek, Concierge, was polite & friendly. We were disappointed in the daily announcements made by the Captain & Cruise Director because we could never hear them in our room. We always had to open the cabin door to hear the announcements. The last day of the cruise, the Cruise director said, "you don't need to stand half naked in the hallways to listen to the announcements. Turn the tv on to channel 6 to hear the announcements & not make other people look at half naked people". NEVER once, before the last day, was this written in the daily bulletin or told to the passengers. This cruise didn't have "sail away" opportunities for Concierge Class which we missed because we enjoy the opportunity to be on the helicopter deck or other decks when we sail away.. Because of these issues & our horrendous experience, I DOUBT IF WE WILL EVER sail on Celebrity again. Read Less
4 Helpful Votes
Sail Date: August 2018
Sent email to Celebrity on Sept 4 with my complaint, todate,18 September I have neither received any acknowledgement of my email nor any response. Cabin was in poor repair, tape used to fix peeling trim in bathroom, rusted balcony, ... Read More
Sent email to Celebrity on Sept 4 with my complaint, todate,18 September I have neither received any acknowledgement of my email nor any response. Cabin was in poor repair, tape used to fix peeling trim in bathroom, rusted balcony, upgraded drinks package to find favourite wine not available in most bars, only restaurant, champagne served in moonlight restaurant but only US version in all other bars, given prosecco when ordering champagne many times. Information provided onboard for quay/dock location in Helsinki was wrong. Appears the Harbour Master changed berths last minute when ship arrived but this information was not passed to passengers going ashore, therefore ended up in wrong place with double the taxi fare! Paid for wifi but only worked intermittently, ilounge 'professionals' said it was because I had a Russian SIM card, I don't.... used excuses such as, it's because everyone's using the wifi, it's because we're at sea, it's because it comes via satellite, it's your phone, to name a few. Canapés left in cabin resembled left overs scrapped together. Read Less
1 Helpful Vote
Sail Date: May 2018
We cruised with Celebrity May 28 - June 7 on Celebrity Eclipse to Ireland, Iceland and Shetland. This was our 3rd cruise with Celebrity and was very disappointed with the service. Unfortunately there were a lot of sea days which made the ... Read More
We cruised with Celebrity May 28 - June 7 on Celebrity Eclipse to Ireland, Iceland and Shetland. This was our 3rd cruise with Celebrity and was very disappointed with the service. Unfortunately there were a lot of sea days which made the bad service feel even worse. This cruise was not kid friendly at all. I have a 6 year old son who travelled with us. First of all, the weather was 30 degrees outside so not possible to swim in the regular pool so I asked the manager, Ernaud, at the Solarium pool what time the family hours were as there was no sign. He told me 5pm. During our Alaska cruise on the Solstice last summer, the family hours were clearly posted at the pool with multiple signs, but not on the Eclipse. We arrived at 5:45pm and immediately after we got into the pool, one of the pool attendants told us we had to get out of the pool as the family hours were 6pm. There were only 2 other people swimming in the pool at the time. I told him that the manager, Ernaud, told us that it was 5pm and he said that we had to get approval from customer relations if we wanted to swim. So we got out of the pool in the freezing weather and my son was very upset that he wasn't able to swim. On the way out, we ran into the pool supervisor, Fard, and I explained the situation, and he also refused to let us use the pool. The next morning, since there was nothing my son could do to burn off energy as it was freezing outside, we went to the gym. Again, as soon as my son and I got on the treadmills, we were told that kids were not allowed in the gym. No sign anywhere stating this. Furthermore, I upgraded my son's drink package to non alcoholic premium package so my son could get a smoothie every morning. My husband tried to order a smoothie for my son before he picked him up from the kids club and Singh stated he could not do this, and my husband told him ok he would get my son from the kids club, but by the time he came back down, the smoothie bar was closed. He should have informed my husband they were closing after my husband said this instead of wasting his time. My husband told me this and I couldn't believe it, so the next day, we went to the smoothie bar again to get a smoothie for our son. Singh was there and again refused to make a smoothie. I asked to speak the the manager, Ernaud, who also said this was the policy that a 6 year old must order his own smoothie. So I said I wanted to speak to another manager, Daniele, who took 15 minutes to arrive and said that was correct, my 6 year old son who can not see over the counter has to order his own smoothie. By then, we were late for our shore excursion and they were closing, so we left. Also, there was smoking on the pool deck and upstairs on the lawn. It seems like anytime we went outdoors we were bombarded with smokers.I had to walk my son to the kids club a different route to avoid him inhaling smoke. To relieve some of the stress of being on the ship, I had a very expensive massage at the Canyon ranch spa. Not only was it the worst massage that I ever had, it was supposed to be 90 minutes and due to all the upselling of products I ended up with only a 60 minute massage. On a positive note, Suardika, was the best waiter we ever had and somewhat compensated for the bad service on the rest of the ship. I often told friends and family that Celebrity was the best cruise line and the service was excellent, but this trip was not up to the normal Celebrity standards. It seems like each subsequent cruise that we take the prices go up, but the value, quality and the service has been going down. Read Less
5 Helpful Votes
Sail Date: April 2018
I wanted to see Iceland and everything Celebrity has been a disappointment.i am finished with ocean cruising. The queues for excursions are poorly done, while the staff openly praise themselves for a job well done.. Yesterday’s excursion ... Read More
I wanted to see Iceland and everything Celebrity has been a disappointment.i am finished with ocean cruising. The queues for excursions are poorly done, while the staff openly praise themselves for a job well done.. Yesterday’s excursion left at 5pm instead of 330 and was supposed to be 8 hours. Our last stop was in the dark. Got back to the ship at midnight. Today Ring of Fire excursion took us to the same sites as yesterday”s Golden Circle excursion. These excursions were very expensive and seeing the same sites twice wasted our once in a lifetime trip to Iceland. Everything on the ship is an up sell and onboard activities are boring. The activities staff are indifferent to customers. Our dining room server has been a delight but she can’t make up for the disappointment that this trip has been. Book private tours if you are doing this trip Read Less
5 Helpful Votes
Sail Date: November 2017
Ok, First we are not new to crusing. This was our 42 cruise and 5th with Celebrity. What we found was issues with the service overall. In the main dining room we only saw the waiters assistant only once on the final night of a 14 day ... Read More
Ok, First we are not new to crusing. This was our 42 cruise and 5th with Celebrity. What we found was issues with the service overall. In the main dining room we only saw the waiters assistant only once on the final night of a 14 day cruise. The other times we had diner the food was often wrong and cool-cold. One night my wife asked for a cup of coffee, 35 minutes later still no coffee or waiter. The head waiter stopped and asked if all was ok. We told him of the coffee order and he said he would get it right away. 20 minutes later still no coffee. Finally after another 10 minutes, thats a total of 1 hour and 5 minutes her coffee arrives. We did eat a few times in the Ocean View, most of the food was bland and the same each night. On one evening we decided to have shirmp, what a mistake. It was not cleaned, it was peeled but had not been cleaned , having black veins full still inside. GROSS... One thing that really set me back was the way seating is reserved in the main show room. After diner we would go to see the evening show only to find the doors not open until 8:30 about 30 minutes before the show startes. OK, but then they block off the center seats in the upper center area to be held if you booked a suite, all the time making a anouncement oven the speaker system that seat saving is not allowed, kinda hypocritical of them. We have concluded that since tipping in now added to your account and not placed in an envelope that service has declined..This is not just our view, many others had the same impression. Many times we would return to our room after diner only to find it had not been attended too. Finally on the first evening aboard we purchased a 2 for 1 dinner in a specialty reasturant, we were informed you can only order off of one side of the menu when we made the purchase. Once seated we were informed not only could we order only off one side of the menu but could not order everyting on the one side, only limited to a few items. I could say more but whats the point, nothing would be positive.... Sad to say this is our last cruise with Celebrity. Read Less
5 Helpful Votes
Sail Date: October 2017
Very nice cruise, smooth sailing, fun passengers. Mynard, cabin attendant kept room stocked with supplies. Breakfast Room Service was excellent. Evening shows were very entertaining. The group, something, “Four” was outstanding. ... Read More
Very nice cruise, smooth sailing, fun passengers. Mynard, cabin attendant kept room stocked with supplies. Breakfast Room Service was excellent. Evening shows were very entertaining. The group, something, “Four” was outstanding. Can’t remember their first name. 4 young men singing “oldies” they also were on Reflection last year. Didn’t like the extra fee to use the sauna. I’m Elite, in Concierge, should have been no additional charge. Dining Room service, short staffed, NO warm rolls, just bread with small amt. of butter. Sometimes food was warm, other times not. I ordered 2 entrees, one would always be warm, Staff in shops on deck 4 not very friendly. I shopped on deck 5 which was a pleasure. I take this cruise for the TA. These small “issues” are really not so bad, the entertainers, the Eddy, the Cruise Director, Guest Relations and Enrichment Speakers were all very good. Have booked future cruise on Silhouette, just luv departing from Southampton. Embarkation was so easy to use your system, no hassles. Dining at Tuscan Grill, outstanding, food hot and delicious. My waiter was excellent, can’t remember his name, 11/7/17 6pm reservation. Joan S Read Less
6 Helpful Votes
Sail Date: October 2017
If you are thinking of a cruise please take my advise and stay well clear of Celebrity Cruises Simply awful! We have been with many other cruise lines and had great experiences over the years but this one was the one that broke the ... Read More
If you are thinking of a cruise please take my advise and stay well clear of Celebrity Cruises Simply awful! We have been with many other cruise lines and had great experiences over the years but this one was the one that broke the camels back Had a very disappointing cruise in Jan 2017 with Celebrity Millinium (Shang Hai to Hong Kong) and even after receiving a £4,000 compensation certificate thought that surely a 10 day Autumn cruise from Southhampton to Canaries and North Spain would be OK How wrong were we!! Staff that could not care a dam! Ocean view Cafe restaurant on top deck only words to describe this is a "Bun fight" or chimpanzee tee party!! Would have walked of this cruise earlier if we could have organised a suitable flight from Madeira, managed to organise a flight from Tenerife and departed the scene five days early! Tried the Tuscany specialty restaurant the first night and both our meals were almost inedible! I ordered a chargrilled steak this arrived covered in a sauce of some kind! When I brushed off the sauce the meat looked like something that you would put on the sole of your shoe , spaghetti was Iike rubber bands and meat balls resembled tennis balls in fact tennis balls might have been tastier! When we returned the food the waiter just stood and shrugged his shoulders never even asked to replace !! No Champagne onboard only cheap French sparkling wine made to look like champagne was re assured that champagne would be delivered and served the following day this was very intersting as we were sailing through Bay of Biscay!! However , if youwant to lose weight this is the cruise line for you Read Less
4 Helpful Votes
Sail Date: August 2017
We took a family holiday with Celebrity Eclipse on the recomendation of our travel agent and wished we hadn’t wasted our money. The sights and people of St Petersburgh were amazing and I would recommend it highly, just dont go with ... Read More
We took a family holiday with Celebrity Eclipse on the recomendation of our travel agent and wished we hadn’t wasted our money. The sights and people of St Petersburgh were amazing and I would recommend it highly, just dont go with Celebrity. The attitude os the staff was appalling, with the exception of the Sommelier in the Cellar Wine Bar, the staff are ignorant, rude and condescending. My daughter has recently had braces fitted and therefore finds it uncomfortable eating crusty or seeded bread. In the Moonlight Sonata restaurant the first few nights were fine as soft rolls were available. On the third night, crusty baguettes and seeded rolls were delivered and i therefore explained the problem and asked if we could have a soft roll. Our waiter called the person who delivered the bread who couldn't understand why we wanted different bread. When we finally got him to understand, he told us the bread was specifically baked each day for the meal and could not be changed. We had been on the kitchen tour the day before and whilst waiting to go, the head chef was questioned over the lack of vegetarian options on the menu. He replied that if there was ever an instance where we did not like the menu, we should ask the waiter and he would arrange for an alternative meal to be cooked for us, subject to the ingredients being available. They couldnt even supply soft rolls, god knows how they would have reacted to a request for a meal not on the menu. On the first day, we were invited to a special concierge lunch and we chose the roast chicken, on the bone. The chicken was completely overcooked and as tough as leather. I left the meal and the plate was simply collected, the waiter didn't even bother to ask why I had not eaten it. I had chicken on another occasion in the Moonlight Sonata and again it was tough and overcooked and I asked for it to be changed. The Maitre d' then came over demanding to know what was wrong with the food and I explained it was overcooked which he denied. At this point everyone close by in the restaurant was staring so I asked him to leave it, and that I would eat in the buffet. He ignored me and continued to demand why I did not like the food stating it was his job to find out why I was not happy. I had already explained multiple times that the chicken was overcooked and tough and as half the restaurant was now staring I told him to leave. This behaviour is totally unacceptable. When the waiters were clearing the tables there was alot of chicken returned. I had the Moroccan lamb one evening and it was pure fat and gristle and the mint dip was missing. By this time I was fed up of complaining so just left it but there is absolutely no excuse for serving such poor quality meat. As mentioned, the vegetarian options were non existent and the menu had the same 5 items on every day with an additional 2 options which changed daily. Not the high quality dining expereience I was led to believe. On the final evening we ordered the lobster and again it was overcooked to the point that it could not be cut. On this occasion we stated we wanted the meal changed with no fuss and to be fair, the Maitre d' did not appear but this does not excuse basic cooking skills which were totally lacking. The same evening, my daughter was eating her meal and inside the potato was a long thin piece of plastic. I showed this to our waiter who laughed and said it is what they use to show how the steaks are cooked and he simply put it in his pocket and walked off. I did not find this funny so what the waiter saw as amusing is beyond me. An apology would have been nice but by now we had just resigned ourselves to the fact the ship is staffed by incompetents that have no idea how to provide even basic levels of customer service. The sommelier in the Moonlight Sonata was never to be found, when our wine glasses were empty, we had to ask the food waiter to go and find him to get more drinks. I gave up in the end and just ordered a bottle of lager and made this last the entire meal. The rest of our party persevered with wine but on at least half the evenings, they weren't served wine until we were part way through the main course. We ate breakfast and lunch in the buffet most days and I have never been served by more surely and rude staff before. Thye should take a leaf from hte staff in fast food takeaways. On one occasion at breakfast, I was waiting for some toast and another traveller came up and went to pick up a bagel. The lady behind the counter shouted at him "don't touch!" Like he was a 4 year old child. Whilst I understand you don't pick up the food, there are ways and means of dealing with guests and barking at them is not the way to do it. The food in the buffet was hit and miss, the biryani contained hard burnt lumps of food, the bread rolls for the burgers and hotdogs are kept in ceramic trays under heat lamps so go hard. There is a lack of attention to detail and is is no better than an average supermarket cafe quality. Every lunch time, the waiters would come round the buffet asking if we wanted drinks, on each occasion my mother asked for a pot of tea and was duly bought the drink. On the 5th day, we asked for a pot of tea and the waiter, in a very offhand way, stated he doesn't serve tea, we have to get that ourselves and just pointed to where the coffee machines were. If this is the case why were we served the previous 4 days. On another occasion in the buffet, we found a table which still had plates and drinks from the previous guests, (a common problem in the buffet is tables not being cleared). I sat down and saw a waitress coming over so I asked her if she could clear the table. Without saying anything or showing any acknowledgement or emotion at all, she simply picked up the dirty plates and glasses, put them on her trolly and walked off. There was spilt food and drink on the table which she had completely ignored and I had to chase after her to get her to wipe the tables down. Again this was done without her saying a word. For a company obsessed with hand cleansing, which i totally support, the staff should never leave dirty tables. I ordered a bloody Mary at the buffet bar and was told they were out of Worcestershire sauce! 10 feet away in the buffet area were 4 bottles, was it too much trouble for the barman to get it. The stateroom I stayed in was not cleaned properly, under the settee was thick dust and under the bed was a pair of prescription children's glasses. If the staterooms were cleaned properly these would have been found as they were right under the centre of the bed. On one evening I did not fancy any of the meals on the menu at the Moonlight Sonata and in view of the previous problems there, I decided to skip my evening meal. At 20.30 there was a knock at the door; I was reading a book lying on my bed and i shouted busy, can you come back later. The cabin attendant did not hear me and came in saying he wanted to turn the beds down. I asked him to come back later and he replied it will only take a minute so I asked him again to come back later. He still persisted saying he had to take the O'Dourves tray back and walked straight in and took it away. Is 'can you come back later' so hard to understand? We attended the cinema one evening and half way through the film, the 'silent disco' started outside and for the entire second half of the film, all we could hear was 50 people singing very loudly and out of tune to 3 different songs at the same time. The silent disco is a great idea but the planning and execution is all wrong. Why situate this, knowing it is a noisy event, right outside the cinema at the same time as a film is showing? On the first evening, we went to the Martini Bar and I was looking at the cocktail menu. When the main waiter came over and asked for our order, as it was our first day and we weren't sure how the drinks package worked, I explained we had the classic drinks package and asked what cocktails we could have. In a very offhand manner he told me I could not afford anything on the menu I was looking at and took it off me and placed it under the table. What I can and cannot afford is absolutely nothing to do with the waiters, we immediately walked out and went to the Cellar Master wine bar where the Sommelier was excellent, One of the few ships crew I can really applaud. On the 4th evening, I complained to guest services and asked for the gratuities I had pre paid to be returned hoping this might spark some life and sense of customer wellbeing into the staff. The following day I received a note to contact the head of customer services. It took a few days to meet her, my fault for being busy. Patricia was vey professional and listened to my concerns and said she would speak to the management team to see what could be done. Unfortunately, the service did not improve. This is not the first cruise we have taken and last year we travelled with Royal Caribbean which was excellent. We were recommended Celebrity as being in the same group as Royal Caribbean but offering a higher level of service. I have found this to be so far from the truth. On 2 separate occasions I overheard people complaining; 2 ladies on the sun deck were complaining about the service on board and stated they would never cruise with Celebrity again, and another couple in the lift were discussing between them the attitude of the staff. Read Less
Celebrity Eclipse Ratings
Category Editor Member
Cabins 5.0 0.0
Dining 4.0 0.0
Entertainment 5.0 0.0
Public Rooms 5.0 0.0
Fitness Recreation 4.0 0.0
Family 4.0 0.0
Shore Excursion 4.0 0.0
Enrichment 5.0 0.0
Service 4.0 0.0
Value For Money 4.0 0.0
Rates N/A 0.0

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