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Our cruise started off on the wrong foot during the lifeboat drill. Several elderly passengers were in our group, which our muster point was the photo viewing area. We were told to line up 5 deep close together. One elderly man accompanying his wife who was walking with a cane asked the young man in charge of our group how long the drill would take and was told, "how ever long it takes for everyone to follow directions and get in line." He asked for a chair for his wife and was told none were available during the drill and the gentleman pointed to another group whose muster point was in the lounge and said, "but they have chairs and can sit." The Celebrity employee rolled his eyes and that pretty much set the tone of the entire trip. We were in stateroom 9068 having selected an Aqua Class Balcony. The first day the room was okay. On the second day there was a slight sewage smell, but this was overtaken by a powerful different smell. On day two we returned to the ship, stepped into the hallway and were greeted by a could and overwhelming chemical smell. You literally could not see past two cabin doors, they were spraying a disinfectant. We, along with other passengers were all hacking and coughing, Celebrity stated this was a standard cleaning procedure to spray the ship in this manner. The employees had respirators on, we did not. By day three the sewage smell was overwhelming. We complained about the smell and was told they could spray something to freshen it up. The next day we noticed the carpet was completely soaked. We complained and were told in Aqua Class, the tiles in the shower can become broken allowing water under the floor. We noticed the bathroom floor had broken tiles that when stepped on, water would squirt through.We were told they knew this was an issue, they would dry the floor so they brought in someone to fix the tiles and dry the floor. The other possibility mentioned was shifting and broken drains, I am horrified it may be sewage, but there were no answers, only changing stories. The maintenance guy comes in and the tiles are "fixed" in less than 5 minutes. Then the drying blowers were brought in which succeeded in super blasting the stench around the room. The next morning the floors were soaked again and we did not use the shower. At this point we moved to another room that was not Aqua Class, and the bathroom floor had broken tiles as well that when stepped on water would squirt through. The new bathroom smelled like rotten potatoes instead of sewage so it was an upgrade. The balcony on the replacement room had a pipe coming down the outside wall that leaked goo that resembled and smelled like spoiled milk. We were told by guest relations this was a known issue with the ship and nothing could be done...so Celebrity is charging people for an Aqua Class room knowing this is an ongoing problem that is not being fixed. For all the issues we were given $150 certificate toward a future full priced cruise. No concession was given for the fact we were in Aqua Class but moved to a lower level of room. As for other reviews, they are accurate, the ship's main dining room is completely understaffed and overwhelmed. Servers can't be friendly, they are too busy running back and forth. We felt truly bad for them and did not complain about cold food and missing items. Qsine was well done and the service there was outstanding. As for documentation procedures, the staff is clueless and several people were upset over incorrect customs information. The ship did not manage to dock on time at any port. It was always an hour or so later than the published time for people to be able to get off the ship causing several people to miss activities they had prebooked so be sure to account for this when making plans. The one great thing about the ship was the kids program. The main dining room was so overburdened we ate several diners at the Oceanview Cafe. My husband's parents were traveling with us and could not eat with us at Blu because they did not book Aqua Class (thank goodness with all the issues). At Oceanview Cafe we ended up sitting near the Adventure Oceans participants who were cared for by the most unbelievable lady who reminded me of a British style nanny with a big umbrella. So there were six kids each time, the lady in charge and an assistant. The food for the kids was set up at a little group of tables in stainless steel serving trays. The kids would be led in, seated and then the leader and assistant would don gloves and plate the children's food. Once the kids finished eating they were given a small treat. The interaction with the kids was absolutely amazing, it's everything a parent would want in someone taking care of their child. Where Celebrity found this gem, I do not know, but she was a case study on how kids should be cared for by someone other than their parents. Truly outstanding, even when dealing with that "one kid" who always has to be a clown and will not sit still. And the kids were having a great time and on the last night they were all saying how sad they were it was their last night and how much they would miss the leaders. Although we didn't have kids on this cruise, at least Celebrity seems to have gotten that part right. Overall, I would take a hard look at Celebrity, I was so disappointed the known issues were not addressed and the next guests in those rooms won't have any different experience. They can't fix the issue until dry dock so rather than taking the rooms out of service, they just let guests deal with the stink.

Aging Ship With Uncorrected Known Issues

Celebrity Infinity Cruise Review by nomad413

1 person found this helpful
Trip Details
  • Sail Date: September 2015
  • Destination: Pacific Coastal
  • Cabin Type: Aqua Class
Our cruise started off on the wrong foot during the lifeboat drill. Several elderly passengers were in our group, which our muster point was the photo viewing area. We were told to line up 5 deep close together. One elderly man accompanying his wife who was walking with a cane asked the young man in charge of our group how long the drill would take and was told, "how ever long it takes for everyone to follow directions and get in line." He asked for a chair for his wife and was told none were available during the drill and the gentleman pointed to another group whose muster point was in the lounge and said, "but they have chairs and can sit." The Celebrity employee rolled his eyes and that pretty much set the tone of the entire trip.

We were in stateroom 9068 having selected an Aqua Class Balcony. The first day the room was okay. On the second day there was a slight sewage smell, but this was overtaken by a powerful different smell. On day two we returned to the ship, stepped into the hallway and were greeted by a could and overwhelming chemical smell. You literally could not see past two cabin doors, they were spraying a disinfectant. We, along with other passengers were all hacking and coughing, Celebrity stated this was a standard cleaning procedure to spray the ship in this manner. The employees had respirators on, we did not. By day three the sewage smell was overwhelming. We complained about the smell and was told they could spray something to freshen it up. The next day we noticed the carpet was completely soaked. We complained and were told in Aqua Class, the tiles in the shower can become broken allowing water under the floor. We noticed the bathroom floor had broken tiles that when stepped on, water would squirt through.We were told they knew this was an issue, they would dry the floor so they brought in someone to fix the tiles and dry the floor. The other possibility mentioned was shifting and broken drains, I am horrified it may be sewage, but there were no answers, only changing stories. The maintenance guy comes in and the tiles are "fixed" in less than 5 minutes. Then the drying blowers were brought in which succeeded in super blasting the stench around the room. The next morning the floors were soaked again and we did not use the shower. At this point we moved to another room that was not Aqua Class, and the bathroom floor had broken tiles as well that when stepped on water would squirt through. The new bathroom smelled like rotten potatoes instead of sewage so it was an upgrade. The balcony on the replacement room had a pipe coming down the outside wall that leaked goo that resembled and smelled like spoiled milk. We were told by guest relations this was a known issue with the ship and nothing could be done...so Celebrity is charging people for an Aqua Class room knowing this is an ongoing problem that is not being fixed. For all the issues we were given $150 certificate toward a future full priced cruise. No concession was given for the fact we were in Aqua Class but moved to a lower level of room.

As for other reviews, they are accurate, the ship's main dining room is completely understaffed and overwhelmed. Servers can't be friendly, they are too busy running back and forth. We felt truly bad for them and did not complain about cold food and missing items. Qsine was well done and the service there was outstanding.

As for documentation procedures, the staff is clueless and several people were upset over incorrect customs information. The ship did not manage to dock on time at any port. It was always an hour or so later than the published time for people to be able to get off the ship causing several people to miss activities they had prebooked so be sure to account for this when making plans.

The one great thing about the ship was the kids program. The main dining room was so overburdened we ate several diners at the Oceanview Cafe. My husband's parents were traveling with us and could not eat with us at Blu because they did not book Aqua Class (thank goodness with all the issues). At Oceanview Cafe we ended up sitting near the Adventure Oceans participants who were cared for by the most unbelievable lady who reminded me of a British style nanny with a big umbrella. So there were six kids each time, the lady in charge and an assistant. The food for the kids was set up at a little group of tables in stainless steel serving trays. The kids would be led in, seated and then the leader and assistant would don gloves and plate the children's food. Once the kids finished eating they were given a small treat. The interaction with the kids was absolutely amazing, it's everything a parent would want in someone taking care of their child. Where Celebrity found this gem, I do not know, but she was a case study on how kids should be cared for by someone other than their parents. Truly outstanding, even when dealing with that "one kid" who always has to be a clown and will not sit still. And the kids were having a great time and on the last night they were all saying how sad they were it was their last night and how much they would miss the leaders. Although we didn't have kids on this cruise, at least Celebrity seems to have gotten that part right.

Overall, I would take a hard look at Celebrity, I was so disappointed the known issues were not addressed and the next guests in those rooms won't have any different experience. They can't fix the issue until dry dock so rather than taking the rooms out of service, they just let guests deal with the stink.
nomad413’s Full Rating Summary
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