Celebrity Cruises Reviews 

Customer service is absolutely non existent nowadays prior to even getting on the cruise. Have had agents give wrong information which I have booked in accordance with, only to be chastised by their managers for believing their employees instead of reading through all of their terms and conditions.
Once on the ship, plan on sending for yourself as server usefulness is completely hit or miss. Have had random charges attributed to my room consistently, causing me to have to waste time on the ship getting them removed. Seems like Celebrity is now more concerned with nickel and diming their customers instead of actually providing a quality service. Have sailed with Celebrity 6 times and will be looking to spend my money elsewhere in the future.

This review contains personal experience.

Very Disappointing Experience on Celebrity Beyond

Our experience on Celebrity Beyond was extremely disappointing, especially considering the price and Celebrity’s reputation. The air conditioning in our Luminae dining area was not working properly, making meals uncomfortable. This should not happen on a ship that presents itself as a premium luxury experience.

We also experienced problems with the service and overall attention to passengers. Several issues we brought to the staff were not handled with the urgency or professionalism we expected.

The ship itself is beautiful, but appearance does not make up for poor maintenance and service problems. When passengers pay a premium price, they should receive a premium experience.

Celebrity Cruises needs to do a better job maintaining the ship and addressing passenger concerns promptly. We expected much more from Celebrity Beyond and were left disappointed. Based on this experience, we would seriously reconsider sailing with Celebrity Cruises .

Extremely disappointed with Celebrity Cruises and their complete lack of flexibility after a family emergency.

We gave Celebrity more than two months’ notice and weren’t even asking for a refund. We simply asked to apply the money we had already paid toward another Celebrity cruise. They would still keep our money and our future business, yet they refused to offer any meaningful accommodation.

We understand policies exist, but circumstances happen, and this is where customer service matters. After seeing how Celebrity handles customers during a family emergency, we’ll be taking our future cruise business elsewhere.

I strongly recommend understanding exactly what you could lose before booking, because based on our experience, don’t expect flexibility when life takes an unexpected turn.

​We booked Aqua Class on a 3-night cruise out of Fort Lauderdale, including the premium beverage package, gratuities, and "the whole package." Shortly after arriving at one of the two outdoor pools with our drinks, a Celebrity representative approached us and demanded we leave the entire pool area because it was reserved for a private company event. We hadn’t even taken a sip of our drinks. Closing off 50% of the outdoor amenities for a corporate group after charging full price to everyday guests is completely unfair.

​It got worse. Blu, the specialty restaurant we paid extra to access through our Aqua Class booking, was completely fully booked and unavailable to us because employee groups from this company took up the dining capacity.

​When my wife wanted to book a 13-night transatlantic cruise from Puerto Rico to Morocco, I called Celebrity to get a simple guarantee that we wouldn't face these same corporate takeovers, like cramming the rest of the paying guests into a single pool for nearly two weeks because that would be a repeating nightmare. Celebrity customer service refused to give any guarantees. Because they refuse to prioritize their loyal paying guests over corporate events, we will never sail with Celebrity Cruises again

We’ve just returned from a cruise to Alaska aboard the Celebrity Solstice. Except for a couple of minor issues we thought the whole experience was exceptionally good. We were Aqua class so ate in Blu restaurant where we found the staff very professional and welcoming and the food really good.
The entertainment was very varied and good quality, especially the duelling pianos and the magician.
We had a very nice cabin with balcony and we were very well looked after.
I did have a few reservations but they don’t deter me from giving 5 stars.
The Aqua class includes entry to the Persian Gardens thermal suite which has 8 beds. There must have been 200-300 Aqua passengers and we tried so many times but these were never available. The receptionist was going to ring us when there was availability but never did so we presumed it was just impossible. This shouldn’t be included in the Aqua package because it just isn’t available.
Drinks are very expensive but we had a classic drinks package which includes drinks up to $12. According to bar menus that gives a choice of about 4 wines in total, a few spirits and no cocktails. There are lots of other drinks not showing on menus but these seem to be well hidden so most passengers pay the extra to have what’s on the menu!!! I actually had lots of nice wines and cocktails because I asked for them. These should be included on the menus!! It’s a bit naughty to keep them hidden to people who have paid a lot of money for a Classic drinks package.
All in all the cruise was thoroughly enjoyable!!

Massive bathroom flood in our suite. Literally human waste from the entire floor. Laughable customer service experience. Have been given the runaround for 3 months trying to get a resolution! No follow-up, no response to emails, no centralized representative, no response to phone calls.

This was a line that I had valued for integrity. Most recent cruise was transatlantic to Amsterdam. I paid up for the beverage package. The wines were just US grocery store quality. Boarding the ship in Ft. Lauderdale was a collasal mess. Obscenely long lines and clueless staff. No ship officers anywhere in sight. Ai Amsterdam de boarding was worse. Over 2.5 hours in line. Only ship officers anywhere was a very junior lady trying to do happy smiles on a hopeless mess.

This is a horrible, horrible company. The worst customer service on the planet. The pricing is a lie. They publish a price and when you select it and book it, the price is higher by a lot! I called and they kept saying that is the starting price. I said ok, give me that price. They just kept saying the same thing. It is a JOKE! Never book with them. BEWARE BEWARE

This is my fourth time with Celbrity, this voyage was on the Xcel covering Greece and Turkey, the ship is fantastic with plenty of things to do and places to eat, the staff are amazing nothing is too much trouble, the food in the Ocean view caters for everyone and at night the four included restaurants are very good, they have a specialty menu or you can choose dishes from any of the other restaurants menu's which is a nice touch. Tuscan Normande and Cosmopolitan were are favourites (good atmosphere and decor) the staff are amazing. The main cocktail bar is well worth a visit if only to see the amazing shows they put on while mixing drinks.The country and western night and Abba nights were also highly entertaining, the shows and entertainment was very good all round. Overall we had a brilliant time, the only issue, and it is a small issue, the games area 1 pool table? 1 decent cue (tip broken on other one) dart boards with no decent darts? I know Im being picky but thats the only thing, me and my wife came with friends and we would all definatly recommend the Celebrity Xcel.

I MADE A RESERVATION , AFTER TWO WEEKS THERE WAS A MEDICAL PROCEDURE ON MY WIFE FOOT. DURING THE PROCEDURE TWO OF HER FOOT BONES BROKE, SHE COULD NOT WALK, SO WE GOT TO TAKE CARE OF IT AND THE DOCTOR TOLD US NOT TO GO FOR THE CRUISE. I REQUESTED THE CELEBRITY CRUISE RESOLUTION DEPARTMENT TO GIVE ME A VOUCHER FOR THE FUTURE TRIP. MR ERIC A MANAGER IN THE ROSOLUTION DEPARTMENT , ( A VERY NICE PERSON) INFORMED ME NOT TO WORY AND HE WILL PERSONALLY TAKE CARE OF IT. SO I SEND HIM ALL THE PAPERWORK , AFTER TWO WEEKS I WAS TOLD THAT THEY WILL ONLY PAY IN FUTURE VOUCHER TO ME , THAT ALSO ONLY 50 % VALUE. I WAS TOLD THAT THEY WILL GIVE A FULL CREDIT BACK TO MY CREDIT CARD. BUT THAT NEVER HAPPENED. I SEE OTHER PEOPLE ALSO COMPLAINING ABOUT THIS TYPE OF SITUATION.

On are last destination in Norway. We had to wait an extra 40mins for two people to walk to the ship, with no care at all. When everyone else would have been left. I think it's completely hypocritical of them.

The staff are absolutely lovely apart from a few, will make you anything. I asked one of the bar staff to make my daughter a Cocktail gave them a fruit and they come back with a random drink for her.

The price for the ship is good, some of the excursions I wouldn't of paid the price as you couldn't hear the tour person and things on the boat you didn't know about.

⭐ A VERY DISAPPOINTING EXPERIENCE ABOARD CELEBRITY EQUINOX

Unfortunately, our experience aboard Celebrity Equinox was extremely disappointing, particularly because of a serious incident involving the ship’s security department.

My 70-year-old husband has difficulty hearing. Near the pool, he was listening to an audio message at a higher volume when two passengers confronted us. An argument followed, and they later accused my husband of threatening to “throw a bomb on the ship.” We categorically denied this accusation. He never made such a threat.

Instead of feeling that such a serious accusation was being investigated calmly, transparently and impartially, we felt threatened and intimidated by Celebrity’s own security personnel.

We were taken to Deck 3 and warned about consequences including stopping the ship, handing us over to the police, making us responsible for costs associated with potentially stopping the ship, placing us in isolation, and even banning us from traveling with the Celebrity group in the future.

Even if some of these statements were only threats and were never carried out, I find it extremely serious that passengers could be treated this way by the very department that is supposed to make them feel safe.

Of all the ships I have traveled on, I have never experienced a situation where the security department itself made me feel unsafe and where I felt there was a lack of transparency.

When I asked for the names of the two passengers because I wanted to report the threats and aggression to the police in Barcelona, Celebrity refused to provide them. When I requested the names of the security officers involved, I was told that I would have to contact Celebrity’s headquarters in Miami.

The security officers were equipped with body cameras, while I was told that I could not film the encounter. I have an audio recording documenting the entire conversation with security.

Unfortunately, the problems were not limited to this incident.

Several areas of the ship were not properly clean. The food was frequently served cold and felt mass-produced. I also had concerns about the freshness of some buffet items. On one occasion, the salmon looked and smelled as though it might no longer be fresh, and I did not feel comfortable eating it.

Bar service was another major frustration. The two of us paid approximately $2,200 for an unlimited beverage package, yet we frequently had to wait a long time to get a drink. There was not even bottled water included in our cabin to take medication — whenever we needed water, we had to go to a bar.

Another issue that bothered me greatly was what I repeatedly observed at places such as the Martini Bar. Although gratuities were already charged, I repeatedly saw guests approaching with cash in their hands, giving the bartender an additional tip and placing their order, while other passengers continued waiting to be served.

This was not something I witnessed only once. I saw it happen repeatedly. Guests handing over additional cash were served ahead of passengers who had already been waiting.

When two passengers have already paid approximately $2,200 for a beverage package, in addition to mandatory gratuities, I find it extremely disrespectful that anyone should feel they need to hand over even more cash simply to receive faster service.

A cruise should make its passengers feel comfortable, respected and, above all, safe.

Unfortunately, the combination of poor cleanliness, disappointing food, slow bar service and, most importantly, the way Celebrity’s security department handled the incident involving my husband overshadowed the entire experience.

I can accept that problems sometimes happen during a vacation. What I cannot accept is feeling unsafe around the very people responsible for the security of the ship.

After what we experienced aboard Celebrity Equinox, I cannot recommend Celebrity Cruises.

I would make the ending much more forceful without sounding exaggerated. The strongest point is that their proposed solution actually asks you to return to the company after a bad experience.

Celebrity Equinox: A disappointing experience that ended our trust in Celebrity Cruises

We chose Celebrity Cruises because of its reputation for premium accommodations, service, and attention to detail. We specifically paid a premium for a Veranda Stateroom because having a clean, comfortable, well-maintained balcony was an important part of our vacation.

Unfortunately, from the moment we boarded Celebrity Equinox for the July 16–28, 2026 sailing, the condition of our stateroom fell far below what we expected.

We found hair in the shower upon arrival, requiring housekeeping to return after we had already checked into the cabin. A broken drawer also needed to be repaired on the first day.

The veranda was in particularly poor condition, with significant rust, peeling and deteriorated paint, stained chairs, and a chipped table. The interior furniture also showed obvious wear and chipped finishes.

We reported these problems. On July 24, maintenance repainted portions of the veranda and worked on the railing. Even after the work, however, portions remained unpainted, the railing covering did not match the original finish, and the area beneath the railing still appeared dirty. The stained chairs and damaged table remained.

The most unacceptable issue was the extensive black staining on the toilet. Despite repeatedly reporting it, the problem remained for almost the entire cruise and was not properly cleaned until July 27 — one day before disembarkation. By that point, the vacation was essentially over.

Then, on July 26, we found a bug in our food at the Silhouette Restaurant.

Celebrity’s response made the situation even more disappointing

After raising these concerns, Celebrity offered us $300 in vouchers toward a future cruise.

We do not consider this an appropriate resolution.

It was not a refund for the cruise where we experienced these problems. It was an incentive to purchase another Celebrity cruise.

But after this experience, we will never choose Celebrity Cruises again.

We have lost confidence in the company’s ability to provide the level of cleanliness, maintenance, and quality that we expect when paying for a premium cruise experience. Offering a future-cruise voucher does nothing to address the fact that the vacation we already paid for was substantially diminished.

In fact, asking us to return for another Celebrity cruise after this experience feels completely disconnected from the issue we raised.

My mother is a Captain’s Club Elite Member, and we have genuinely enjoyed Celebrity Cruises in the past. That history makes this particularly disappointing. We were loyal customers, and this experience has completely changed our view of the company.

We have extensive photographs documenting the condition of the cabin, veranda, repairs, stained toilet, and dining incident.

We have requested that Celebrity’s Executive Guest Relations Team reconsider the resolution and provide a 25% refund of the cruise fare for both guests. We believe this is a reasonable request given the number of problems, the length of time they remained unresolved, and the fact that some issues were not corrected until the final days of the cruise.

We are not looking for a future-cruise incentive. We are asking Celebrity to take responsibility for the cruise we already paid for.

Unfortunately, this experience has permanently changed our relationship with Celebrity Cruises. We will not book another Celebrity cruise, and we will not recommend Celebrity to family or friends.

This is my second Celebrity Cruise to Alaska and my experience on this Cruise was very poor. The staff were constantly catering to larger groups of people and were completely ignoring me. On my third day I had a lobster lunch booked only to get a phone call 1 hr before my reservation telling me that a large group was now taking the room and they could not fulfill my reservation and would be canceling it. They were even unwilling to allow me to come for dinner rather than lunch if they were not able to accommodate and then they just told me they would refund my money. I then had an ongoing safety concern outside my wheelchair accessible room with my neighbors who were leaving their stroller right outside of my room with their belongings on it. I spoke with three different managers two of the guest relations managers and one of the housekeeping managers yet nobody could get this group to comply with the safety regulations of keeping doorways and hallways clear. For my entire stay I had to deal with this stroller right outside my room causing me unnecessary anxiety and stress for 8 days. 3 managers and mutiple security were unable to resolve this safety concern and the stroller remained in front of my door and walkway for the entire 8 days. One evening when the ship was rocky I lost my balance and went backwards onto the handle of the stroller hurting my back and rib. I feel as though my disability needs were totally ignored and that hallway accessibility to my room was not cleared despite my room being a wheelchair accessible room. I called over 6 times regarding that issue. I also had two other bad experiences regarding my reservations with the fine dining restaurants. On my third day I was booked for weeks in advance to go and have Lobster lunch at the steakhouse only to receive a phone call an hour before my reservation telling me they now had a party and could no longer accommodate me.( one person) I asked the restaurant if they could accommodate me in the evening if they we're not able to follow through with my already booked reservation and they refused to move my reservation to dinner instead they canceled my reservation and refunded my money which was really disappointing. I also booked a high tea. I was stunned as I was served sandwiches during tea time that had extremely dried out bread. Within a few minutes of leaving high tea I was vomiting in the bathroom as either the egg salad,salmon or tuna was off from I believe sitting out. When I got out of the bathroom stall there was an attendant who unfortunately heard me vomiting and asked me if I was okay. I said no I ate something that made me ill. She asked my room number and asked if I needed medical assistance. I said no I think I'd be ok and went to my room where I threw up 2 more times. She said she would get someone to check in on how I was doing later but that to never happened. I have to say that this was an extremely disappointing experience with Celebrity Cruise lines. Although the weather was absolutely beautiful as were all the ports and all my excursions but the way I was being treated while on the ship I felt was not right. Older couples and groups were getting all the attention and assistance they needed while I was being treated quite poorly and being upsold on everything. After missing my Lobster lunch I spoke to the front desk at Guest Services that let me know there would be Lobster on the 6th night and not to worry that if I wanted an extra Lobster they would provide it. Unfortunately on Lobster night my waiter was argumentative about providing me a second Lobster the way Guest Services had said that I could receive. He actually told me that a second one would cost me $21 after some debating he ended up providing me a second lobster. The next day I was talking to a lovely elderly couple who told me that he had had three lobsters and that their waiter had no problem providing him the additional lobsters for his dinner. As a Solo Traveler who had to pay an additional fee to go on the cruise I feel the services provided to me were very lacking. I dont have high expectations but these experiences left me not wanting more with Celebrity Cruises. I will attach photographs of the issue outside my door. Wish I could give a better review but unfortunately I can not. Very unfortunate as my first experience with them years ago far surpassed this trip.

Booking & Paperwork pre cruise all good, for Celebrity Solstice Alaska Cruise.
Boarding in Vancouver was very organised, quick & efficient. Stateroom available quickly & bags arrived soon after. Took a ships tour, ok but went to areas of 'up sell'.
All staff courteous & friendly. Food & service in main restaurant very good, also in the buffet, except for desserts, looked nice but uck!
Housekeeper was very good. Not his fault but all 4 pillows were lumpy & awful. Very peaceful Statesroom & loved the balcony.
Dis-embarkation was quick & ran smoothly.
Special thanks to: Dominic in House keeping. Esther & Nana in OceanView Cafe & More in Grand Epiney Dinning room. Would use Celebrity Cruise Lines again.

Our stateroom had a strong, unbearable smell that resembled a dead body and vomit. This was reported and discussed repeatedly throughout the cruise. I wasted precious time of my vacation going back and forth on this matter over multiple days as well as technicians coming in and out.

The bathroom was not properly cleaned upon arrival.

Hair and pubic hair were found throughout the bathroom.

The bedding/sheets were not clean.

The bathroom mirror was visibly covered in dust.

Drawers in the stateroom were left open and appeared not to have been properly checked or cleaned.

There was a cricket infestation on the ship which included crickets in our stateroom.

My parents’ stateroom had feces on the toilet, which they were forced to clean themselves

Not even one star, I had paid in full by the given date , very excited that it was only 7- 8 weeks away, Rushed into emergency major surgery , ended up with a stoma and told I had cancer , and told by my surgeon I could not fly or cruise, as soon as I was discharged I phoned my travel company to see if I could carry another cruise forward to another date/ year , the answer being g no , lost 75% of my cruise fare . I have travelled with celebrity a few times and always held them in high regard, but if I can avoid it will never cruise with them again , no empathy from this company in a situation that was totally unforseen

I am writing this review out of complete frustration with Celebrity Cruises’ abysmal customer care, pass-the-buck mentality, and outrageous hold times.

I booked a cruise on the Celebrity Reflection via Air Canada Vacations and subsequently purchased a $115 add-on excursion/food package directly through Celebrity’s website. Following a cancellation, Celebrity is refusing to refund my $115.

Their reasoning? They claim they never received my initial cruise deposit from Air Canada Vacations—so they arbitrarily penalized my $115 direct purchase to cover an inter-agency deposit dispute that has absolutely nothing to do with me! I paid Celebrity directly with my own credit card for a specific add-on, yet they are holding my money hostage over an issue between them and their partner agency.

To make matters worse, reaching customer support is an ordeal in itself. I waited on hold for over 2 hours just to get connected to a representative, only to be repeatedly stonewalled and told they "cannot assist" or discuss financial details directly with the guest.

Celebrity Cruises is quick to take your money directly, but when an issue arises, they hide behind atrocious phone wait times, refuse to take ownership, and force the customer to fix their backend partner accounting problems.

Booking / Ref ID: 5546563

Unresolved Refund: $115.00

I expect Celebrity Cruises to take accountability, contact the travel agency directly, and refund my $115 immediately. Potential buyers beware: if anything goes wrong, do not expect functional customer service.

I cannot possibly stress how little I would recommend Celebrity as a company, From the booking process, wrong details, misinformation, details not sent, total lack of support, then a shambles of a transfer to the ship, then breaking our suitcase and only offering one half the size as a replacement to numerous issues on the ship itself, I can honestly say the experience was appalling especially at the price

We found a cruise to visit Italy and contacted the UK team to book it.  The advisor was initially helpful, but then seemed hugely irritated by us not wanting to instantly commit thousands of pounds to a booking after a thirty minute chat.  The sheen of politeness and support wore off pretty quickly.  We also wanted to have a day in Venice before the cruise and one in Rome afterwards.  It quickly became apparent that the advisors had no clue about either place – they tried to get us to book into a hotel in Venice on the mainland, saying it was just ‘a quick walk over a bridge’ to the area to be collected from to transfer to the cruise the following day. It would actually have been a 5 mile journey, with the ‘bridge’ in question being the Ponte Della Liberta that connects the mainland to the island.  Luckily we’ve been to Venice before so just booked our own accommodation and transfers.

Other golden moments from customer service included calling them to chase details about flights, transfers and luggage labels (you have to print these yourself, because Celebrity couldn’t possibly post some to you despite the price of the cruise) and details of our hotel in Rome, and to ask if the two rooms we had could be next to each other.  Each time, the advisors were short, snarky and rude – and brazenly unapologetic when, after being unable to find the information when told to check our emails, they went to try to resend the information and realised we hadn’t actually been sent it in the first place.  So we’d have just not had it had we not chased.

Onto the actual journey - we’d been told that on the morning of the cruise we absolutely had to be at the collection point of the coach for 10:30, as the coach would leave no later than 11:00, and anyone missing it would have to make the 3 hour transfer by themselves.  No exceptions.  The collection was disorganised and terrible, with no signs or indication of where to go or what to do, with travellers all telling one another where to go and who to speak to once they’d found out because the reps didn’t have anything significant to identify them by.  Everyone was then made to stand around the fence at the entrance to the ‘people mover’ train in the blazing 30+ degree sun for over an hour, including elderly people and young children.  Some people for even longer.  The coach didn’t leave until after 11:30, effectively meaning a lot of people wouldn’t make it to the ship for their boarding time, and the fear as stress they induced with their threat of leaving at 11 being wholly unnecessary. 

Once on board the ship, other issues cropped up. As a summary:
* One of our brand new suitcases was damaged.  This was reported on the first day.
* We were told to empty it completely and leave it outside the room for them to take to see if they could repair it (it’s a hard case so a repair was unlikely)
* A few days later they retuned the case, acknowledged it couldn’t be fixed, and supplied us with a replacement – a large carry on case to replace a 30” suitcase.  The very definition of an empty gesture.  Not big enough to hold the items to be removed from the damaged case and, if we split the contents between the damaged case and the new small case, we would have to pay for an extra item of luggage at £70, which celebrity would not reimburse
With a few more stops to go on the ship, Customer Relations suggested that a member of the team could go off the sip and buy a suitcase.  I was fine with this.  Unfortunately they just didn’t bother – when I eventually spoke to a manager about it, she explained they can’t get approval to do this, they cant give you the money to do it yourself and, quite incredibly, they have a supply of replacement cases in every ship but they’d broken so many on this one that they’d used up all the large ones and wouldn’t have any until they restocked at disembarkation, but couldn’t line one of those up for us ready to collect at port.
* Their solution was to offer insurance – whereby we find a proof of purchase, and deal with an insurance company after return home.  Brilliant.

She also said the UK team are well known for being rude and unhelpful and they get complaints all the time

We also waited over two hours without even getting drinks in our first meal on the ship and just took our children to bed without eating

Oh and when we checked into our Rome hotel, they had no record at all of anyone asking for two rooms next to each other despite us requesting it 5 times.

Use a different company

Went on a the celebrity infinity cruise ship ,had a lovely time however be aware of the cost of drink .It was $10 for a bottle of Heineken,and about $5 for water,so ended up purchasing a drinks package for myself and my wife which cost around $1400 for a week.If there’s 2 in a cabin both need to get a drinks package .Other than that it was a lovely cruise,staff were excellent.