Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried to purchased premium internet package for 1 device online on March 29th. The cost was around $215.14 CAD which we used our on board credit and was asked to paid $0.14 CAD. We tried to use our **** and **** many times but it keep saying error. We thought maybe its because the charge is too little so we change it to have $210 come out on the onboard credit and the remaining of $5.14 come out on our Amex. The transaction went through and shown as pending on our ****. See screenshot provided. So we thought all is good. Fast forward today we saw the $5.14 was refunded. So we called in. The agent said she cannot see the transaction. She said she can help us purchase it again today but at a higher price. This is ridiculous. We are now suspecting this is a way the that the company is making us pay more on wifi. Not the mentioned the agent was not professional on the call(the call was disconnected and when she called back she asked if we hung up?!)We had a very good experience the first time we called in last week. So we are surprised by how unpleasant this experience is.

  Business Response

  Date: 04/02/2025

  Dear Mr. ************************ you for contacting the Better Business Bureau regarding your Celebrity Beyond sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  

  After review, I can confirm that your concerns have been addressed by one of our chat agents. If you have any questions or clarifications, please contact ****. 
  
  Thank you for your extended patience and understanding.  
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *** ***** ****

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been commmunicating with Celebrity's ***************** regarding a necessary accommodation for my husband's medical condition. After multiple emails and a phone call, Celebrity refuses to provide wifi access for 2 devices in order to use a required monitoring device for his condition, for which I must assist him to monitor. On Feb 27/25 I emailed the special needs form. I was asked for clarification on the device specifications. I clarified that, as well as the purpose and medical necessity of having continuous internet access for 2 devices. The request was refused and one device access was provided. I explained that this was not sufficient to meet the needs of his disability.I called on Mar 26/25 after no resolution. I spoke to a supervisor. This supervisor refused to accept the rationale of the medical necessity and stated that Celebrity was going to "stick with the one device" because that has been sufficient for "other guests with similar devices." I asked to speak with someone with more authority. This was refused. When I asked multiple times what laws Celebrity is subject to regarding disability accessibility and human rights, the agent continuously deflected the question and refused to answer. Towards the end of the call he revealed it is the **** He maintained that the situation was not discrimination. At one point, the agent put me on hold saying he was going to request input from someone else and that he would be a few minutes. He was back in less than a minute denying the request. I asked to speak to this person, because in that amount of time it would not be possible to communicate the needs thoroughly. He claimed this person was unavailable, even though he said he was just communicating with them.Celebrity believes that providing for my husband's disability needs are up to their discretion on how reasonable it looks to them, rather than actually based on his health and safety. They believe that we should pay for the second device access.

  Business Response

  Date: 04/01/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We acknowledge your request for complimentary WiFi to monitor your companion's medical condition. We understand how crucial it is to stay connected, especially when it involves health monitoring. I can appreciate the concern you must feel regarding your companion's severe medical issues. It is understandable that you want to ensure he has the support he needs while traveling, and we empathize with your situation. 
  
  After reviewing your request with our Access Team's leadership department, I must inform you that we can only approve complimentary WiFi for one device. Additional devices are typically provided only for minors with medical conditions, and since your companion is not a minor, this policy applies. We also recognize the importance of consulting with a physician to ensure he is safe to travel, as our onboard medical facilities are limited and unable to handle severe medical emergencies. If you believe your companion cannot monitor his health on his own, you are welcome to use your device to access the complimentary WiFi. Additionally, if you need WiFi on another device, we do offer WiFi packages that can be purchased through our app, website, or over the phone. 
  
  Thank you for your understanding, and we wish you both a safe and enjoyable cruise. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23135279
  
  I am rejecting this response because:
  

  Celebrity is subject to the Americans with Disabilities Act which prohibits discrimination on the basis of disability, which the medical condition in question is. Saying that more access could be provided if the guest were a minor also proves discrimination on the basis of age. Your policy does not supersede the *** or any other legislation protecting people with disabilities at the locations you operate in. I would not be nearly as concerned for the management of my husband's medical condition if Celebrity actually provided the access. His monitoring system only works with two wifi-connected devices and requiring payment is discriminatory. Again, using the term "complimentary" suggests that is is an optional privilege to accommodate a preference rather than a medical necessity, and Celebrity has provided no avenues for proving the medical necessity. Celebrity's actions are discriminatory and are against the law. Celebrity is showing that they care more about a few hundred dollars for an an extra wifi cost that would only be used for medical monitoring than on meeting their legal requirements to accommodate for a guest's disability and for that guest's wellbeing. Your actions speak louder than your words. Saying you understand our concerns, saying you have empathy, and saying you understand how crucial the need for connected monitoring is while simultaneously denying a legally-required accommodation proves that Celebrity does not value my husband's health and wellbeing and does not value our business. 

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/03/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  I understand how critical access to Wi-Fi can be for medical devices, and I can imagine the frustration you must feel surrounding this issue. It is our goal to provide a seamless experience for all guests, especially those with specific medical needs. 
  
  We acknowledge your feelings about our policy, and I regret any distress this has caused you. Please know that the decision regarding your request was thoroughly reviewed and was not made lightly. Our Access Team's leadership has provided guidance on the matter, and they have communicated that we are unable to provide additional devices for complimentary Wi-Fi access. 
  
  While we cannot fulfill your request for additional complimentary Wi-Fi access for your medical device, we want to assure you that we did our best to accommodate your needs. You are still welcome to access Wi-Fi for your other device through our reasonably priced Wi-Fi packages available online. 
  
  I sincerely apologize if our response did not meet your expectations in resolving this matter. We appreciate your patience as we navigate this situation. Your experience matters deeply to us, and we are committed to improving our services based on the feedback we receive. 
  
  Once again, thank you for reaching out to us. We value your patronage and hope to provide you with a better experience in the future. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23135279
  
  I am rejecting this response because:

  Celebrity has not meaningfully addressed the access need. Celebrity is acting in a discriminatory manner. Celebrity makes statements about caring about our needs and feelings, yet has done nothing to address the actual accommodation need. I have explained multiple times how one device access is not an adequate accommodation, as the required medical use requires two connections. To require payment for one device is discriminatory. Celebrity says they understand the critical need, and have a goal to provide a "seamless experience for all guests, especially those with specific medical needs" then it would actually make the accommodation. You have not done your best, you have done nothing but obstinately refuse a medically necessary accommodation that is required by law. Celebrity is not unable to provide the accommodation, as proven in the last response, as it was outright stated that it is possible for minors. Celebrity has taken no steps to actually understand the need, or ask for any further documentation to support the need. 

  Stop using these ridiculous platitudes that are meaningless. Saying "your experience matters deeply to us, and we are committed to improving our services based on the feedback we receive" is an outright lie. You have received the same feedback multiple times and are doing nothing to improve. I am having the absolute worst experience dealing with this company. I am disgusted with the lack of care for guest's health and safety and the outright audacity of the company to openly flaunt about breaking the *** **** on a public forum such as this. This was supposed to be an exciting opportunity to celebrate a milestone anniversary. Now it is overshadowed by Celebrity's terrible customer service before even setting sail, I can't imagine this will be a positive sailing experience. Celebrity has one last opportunity to rectify this situation, or we will be cancelling completely and requesting a full refund for the deposit for this absolutely disgusting treatment. 

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Okay so here's the situation I would like somebody from corporate to call me because this is very unfair I've never been on a cruise before I'm 37 years old my wife or soon to be ex-wife thanks to the divorce we're going through now that was supposed to go on the sailing with me is no longer going to be able to go because of the situation I'm in a very uncomfortable and sad situation I booked a failing with the celebrity Cruise line about 3 weeks ago I put a $200 deposit and I was never told over the phone that it was a non-refundable situation Now that I'm not going to be able to sail with her I contacted celebrity Cruise lines I asked them since the sailing is not for 3 months to please refund the full 200 They told me that it is a non-refundable situation and can't do anything for me this is very unprofessional and horrible customer service I will be reporting this through my bank but if they do not do the right thing and refund this $200 deposit I will also be reporting this to many other channels I feel this is a very corrupt situation you have to let people know and disclose that it is non-refundable over the phone during booking the booking number is 355-6820 thank you

  Business Response

  Date: 03/29/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Thank you for bringing this to our attention. I understand that you are going through a challenging time, and we truly appreciate you reaching out to us. 
  
  After a careful review, I have confirmed that this reservation is under a non-refundable deposit program. As outlined in the invoice we sent you, the deposit you made on this booking is non-refundable. While we genuinely empathize with your situation and understand your request, we regret to inform you that we are unable to process a refund. 
  
  I want you to know that your feelings and circumstances are important to us. We understand that this may not be the news you were hoping for, and we sincerely wish we could do more to assist you during this difficult time. If there is anything else we can do to help or if you have any further questions, please do not hesitate to reach out. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23105905
  
  I am rejecting this response because:
  That was not disclosed to us on the phone call when reserving it, therefore it should fall on your cruise line however we would appreciate if you can give us at least another month to pay the reservation in full and still take advantage of the cruise we need some more time to pay then
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/01/2025

  This business never disclosed on the recorded call that it was non-refundable they are lying and I do not want to do business with them I want my money back

  Business Response

  Date: 04/01/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  I understand that navigating payment timelines can be challenging, especially when you are planning a vacation. Your situation is important to us, and I truly empathize with the stress this may cause. 
  
  After reviewing your call and our records, I see that you opted to pay the deposit and were informed that your final payment date is set for 04/20/25. I acknowledge your concerns about this timeline. To assist you further, we are pleased to extend your final payment date to 05/01/2025. This extension gives you an additional month from today to settle your final payment for the balance of your reservation. Unfortunately, we cannot extend the payment date beyond this. 
  
  I want to assure you that I am here to support you through this process. If you have any further questions or require additional assistance, please do not hesitate to reach out. 
  
  Thank you for your understanding, and we look forward to welcoming you onboard for an unforgettable experience! 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23105905
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  I apologize but you guys did not disclose that it was non-refundable on top of that we had a family situation that happened somebody died and I'm having problems with my wife we are working out those problems but because of the death in the family finances are very tight I can make a $300 payment to you guys immediately but the additional 600 would have to be paid at the end of May if you don't want any further issues please I would appreciate if you give us to the end of May the sailing is not till July 4th let's be fair here, so far the customer service I'm receiving from your company is scaring me to even do this Cruise please give me until the end of May to make the full payment thank you

  Customer Answer

  Date: 04/04/2025

  I no longer want to do this Cruise these people have no customer service skills whatsoever I will be reporting them on other channels I want my $200 back you guys never disclosed that in the phone call I will find out what legal action I can take thank you

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the attached offer email from Celebrity ************* in October 2024 and registered for the promotion this same month I believe. As required, I paid three monthly utility bills for three consecutive months using the Celebrity **** card. On 3/12/2025 I called Celebrity ************* customer support to ask them if they could verify I had registered and completed the required activities. After 30 minutes or so of 'help' - they could not help me and said I had to wait ***** weeks to see if the points would post. I also called *************** since it was their **** and they said it was a Celebrity promotion only they can tell me if I have completed the activities. I just want to know if I have completed the required activities now, so I can put my utility payments back to my regular credit card and be confident that my points are set to arrive in 10 -12 weeks before the promotion expires. If I haven't met the criteria then at least I still have time to if only they can tell me what the status is ASAP. Celebrity and credit card companies need to provide CLEAR enrollment status, and progress in meeting the promotion criteria either on my account website or customer service should be able to tell me.

  Business Response

  Date: 03/15/2025

  Dear Mr. ***************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We understand that navigating the details of promotional offers can be complex and, at times, frustrating. Your inquiries are completely valid, and we sincerely appreciate you bringing them to our attention. 
  
  We acknowledge your eagerness to understand the status of your eligibility for bonus points, and we want to ensure you feel fully supported throughout this process. After reviewing the promotional terms, we can confirm that you will need to allow 10 to 12 weeks after completing the qualifying activity for the bonus points to post to your account. Additionally, please note that a maximum of ***** bonus points may be accumulated during the promotion period and will be deposited to your MyCruise rewards account by **************** 
  
  While we wish we could assist you further, we recommend contacting *************** directly using the number on the back of your card, as they are best equipped to address your specific concerns. 
  
  Thank you for your understanding, and we hope you receive the clarity you need soon. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23054653
  
  I am rejecting this response because:

  this is the same copy paste answer I got on the phone. I spoke to *** and they said they cannot help me because it is a Celebrity promo as clearly indicated on the email I included in the complaint. 
  

  celebrity put out this offer, and needs to be able to confirm I have registered and met the criteria. If I wait ***** weeks just to find out I didnt meet the criteria, there wont be enough time left on the promotion to take advantage of. 
  

  I am also filing a CFPB complaint as this isnt the first time Celebrity put out an offer thats impossible to understand terms.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/18/2025

  Dear Mr. ***************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  I genuinely apologize for any frustration you have experienced with our responses regarding the Celebrity **** card promotion. I completely understand how disappointing it can be when you feel your questions haven not been addressed in a satisfactory manner. Please know that we are committed to providing the best assistance possible within the guidelines and terms & conditions of the offer. 
  
  After a thorough review, I regret to inform you that our position remains unchanged. Unfortunately, the matter must be addressed directly with *************** by calling the number on the back of your card. The terms and conditions clearly state that if eligible, it is *************** that will credit the points to your account. I wish we could assist you further, but we lack the visibility required to verify eligibility for this promotion, which is why we must direct you to the appropriate department. 
  
  I want to assure you that your feedback is valuable to us, and we appreciate you taking the time to share your experience. While we may not be able to resolve this matter as you had hoped, we are here to support you in any way we can. We appreciate your patience, and we wish you the best.
  
  
  Sincerely, 
  
  
  ***** Suico 
  Celebrity Cruises 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Celebrity failed to disclose at time of booking that our March *****, 2025 sailing included a spring break group of 1500+ drunk college students. The quality of service and product was impeded greatly by this group for example, entire sections of the ship were closed off to us so that the spring break group could use these sections exclusively. We also were kept awake all night by drunk kids running the halls and slamming doors. The cruise company did nothing.

  Business Response

  Date: 03/15/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I can understand how challenging it must have been to deal with the noise during your cruise. It is incredibly frustrating when you are trying to relax and enjoy your vacation, only to be faced with disturbances that disrupt your experience. It is natural to feel disappointed when your expectations for a peaceful getaway are not met. 
  
  After thorough review, we have confirmed that our security team was involved and took steps to monitor the area in question to ensure the comfort of our guests. Additionally, we did offer a room change in response to the situation, but it appears that you chose to remain in your original room. We also extended a complimentary wine and cheese platter as a gesture of goodwill, which was declined. 
  
  We genuinely appreciate your understanding as we made every effort to address your concerns. While we are unable to offer compensation regarding this matter, we value your feedback and would welcome the opportunity to discuss it further. 
  
  If you would like to speak with someone regarding this situation, you may reach out to us by calling ************************* at ************ and we would love to take your feedback regarding this matter. 
  
  We appreciate your understanding and hope that you will consider sailing with us again in the future. If there is anything else we can assist you with, please don't hesitate to reach out. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23051953
  
  I am rejecting this response because:

  You say: "It is natural to feel disappointed when your expectations for a peaceful getaway are not met." Disappointed is not the word to describe how it feels to be defrauded out of +$2000. Celebrity should be DISCLOSING to its customers that they are on a college party cruise AT THE TIME OF BOOKING. Please look up Federal **************** Act
  Section 5: Unfair or Deceptive Acts or Practices, which reads:  "An act or practice is deceptive where a representation, omission, or practice misleads or is likely to mislead the consumer..." That is THIS. Omission. Plain and simple. 

  When you subcharter a Celebrity Cruise voyage out to 1000+ college students (it seemed like the majority of guests) and prioritize THEIR experience by giving them access to parts of the ship non-party cruise people would like to enjoy (see: Sky ******* and watch as Celebrity staff do nothing to control screaming drunk college students roaming the halls at 3am night after night, it seems like the ethical thing to do would have been to DISCLOSE to guests AT TIME OF BOOKING that their will be a subcharter that will be comprised of at least half of the guests on the cruise.  And if NOT violating the *** Act, Section 5, is too much to ask of Celebrity,  you could have done a better job of:
  

  1) controlling the disruptive behavior throughout the ship during sleeping hours (Why do you have one security officer on duty at night, as you told us over the phone?)

  2) acknowledging that non-party cruise guests' experience was being impacted and trying to make it RIGHT by correcting the behavior disruptive guests/************************ and actively try to improve the service to non College Party Cruise guests.

  You mentioned "Additionally, we did offer a room change in response to the situation, but it appears that you chose to remain in your original room. We also extended a complimentary wine and cheese platter as a gesture of goodwill, which was declined."

  YES, we declined because you offered to change our room to A ROOM RIGHT BELOW THE OUTDOOR BAR at the back of the ship two days after we first alerted you to unacceptable behavior happening next to us, which included SMOKING ON A GUESTROOM BALCONY. So WE should have to pack up and move because CELEBRITY can't be bothered to enforce its own rules??

  And you're offering us complimentary wine and cheese for our trouble? We had the premium drinks package and access to cheese in the dining room. Your gesture of goodwill was really slow and also very lazy. You could have tried to turn our experience around with things that would have actually made us feel welcome (a complimentary massage, a dinner at a restaurant, etc), but instead you chose to give us wine and cheese and then "find" a room for us BELOW AN OUTDOOR BAR on night three of four. (By the way, you told us on day 2 that there were no rooms available anywhere else -- I guess one magically appeared) 

  Since it seems that Celebrity is not interested in changing its practices regarding subchartering college party cruises and disclosing that information to its customers, I have also opted to file a claim with the ************************ so that perhaps other first-time cruise passengers won't be duped like we were.

  Business Response

  Date: 03/19/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  I want to take a moment to express my sincere appreciation for your feedback regarding your recent sailing experience with us. I truly understand that you have strong feelings about the circumstances you encountered, and I want to acknowledge your concerns. We value your honesty and the time you took to share your thoughts with us. 
  
  I would like to clarify that this cruise was not sub-chartered, which is why we did not disclose the presence of students. While we aim to provide a welcoming environment for all our guests, we must respectfully note that Celebrity Cruises is not liable for the behavior of our guests onboard. That said, when you reported your concerns, our security team took them seriously and conducted multiple checks and rounds to address the situation. 
  
  I also understand that our attempts to resolve the issuessuch as offering a transfer to a different stateroom and providing additional compensationsdid not meet your needs, and I regret that these solutions did not align with your expectations. 
  
  While we genuinely wish we could accommodate your request for a refund, I regret to inform you that we are not changing our position in this matter. We strive to address all concerns to the best of our ability, and we appreciate your understanding in this regard. 
  
  Thank you once again for your feedback. We truly value your input as it helps us improve our services. We wish you all the best in your future sailings and we appreciate your understanding.
  
  Sincerely, 
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23051953
  
  I am rejecting this response because: You say it was not subchartered by College Party Cruises LLC. You actively sold tickets in bulk at lower prices to this company -- they even say so on their website (************************************). You accommodated private events for this group and took on extra staffing for this group. You are acting like you didn't know how partnering with College Party Cruises would impact the level of service and availability of amenities to guests. Using Reddit and videos on social media, I will continue to warn potential customers about the scam you are running during the spring break season because Celebrity clearly won't take responsibility for their fraudulent behavior.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise through Celebrity Cruises in October 2024 for a cruise departing in January 2026. The cruise was departing from *********. In February 2025, we booked the flights for this cruise. On March 7, 2025, my mother in law (who is also booked to go on the cruise) received a phone call from Celebrity Cruises stating that she had cancelled her Hong Kong cruise and that they would like to help her rebook. My mother in law assumed this was a spam call from someone trying to steal her credit card information because she had not cancelled this cruise, so she hung up and called me to let me know. This prompted me to search my emails, where I found an email that was sent on February 5, 2025 from ************************ in my spam folder stating that my cruise had been cancelled and that we had until March 5, 2025 to call Celebrity to rebook at the same price (we had booked at a great black friday deal). I called Celebrity and was told they would not honor our original price/allow us to rebook because we had missed the March 5th deadline (by two days, this call was made today, March 7th). I explained that I should not be held to a deadline in an email that to the consumer did not appear to be from Celebrity and they said they agreed that as a consumer I would not know this was actually a communication from Celebrity but refused to help us rebook at our prior price. All prior emails from Celebrity were from *****************************************

  Business Response

  Date: 03/07/2025

  Dear Mr. ************************* you for contacting the Better Business Bureau regarding your Celebrity Solstice sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  Upon review of your case, I can confirm that one of the managers has already handled your inquiry. If you have any additional questions or require further assistance, please feel free to reach out to ******. 
  
  Thank you for your patience and understanding. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd like to file a complaint on deceitful practices and fake promotions in the effort to deceive customers. ********************** and Royal advise they give up to 30% off of *** services... they place this disclaimer in red on all *** Services and in each screen, indicating the final price is reflected in the cart. I tried to book a *** service, and for the first time in over 4 Cruises I stopped to actually check the discount I was slated to receive. It was 1 cents. I called and was advised there is actually 0 discount on the service I chose, which is all massages. I advised them that on the customers end, it is misleading. Unless we called, we would assume the discount was up to 30% applied.I was then transferred to the Resolution who advised that ALL *** Services are exempted from the discount and the current posting online was a glitch. I expressed my grievances to the **** who them advised "that's them, not me." Meaning these unethical practices are some by Celebrity and he is not a reflection of the deceit. I have recordings of this conversation and they do too as they record their calls. I was given a credit, which I was happy for, however the credit is nothing in comparison to the thousands of people that are being deceived by the site. And the credit barely assisted in my purchase.I've attached screenshot to show the deceitful practices.

  Business Response

  Date: 02/28/2025

  Dear Mrs. ***************** class="SCXW201175475 BCX8" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; text-wrap-mode: nowrap !important;"> 
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  Upon review of your case, I can confirm that one of the supervisors has already handled your inquiry. If you have any additional questions or require further assistance, please feel free to reach out to *****. 
   
  Thank you for your extended patience and understanding.   
   
  Sincerely,  
   
   
   
  ***** *****  
  Celebrity Cruises  

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22994634
  
  I am rejecting this response because: I was lied to, I was told this was a system glitch and was also told there's actually no discount. Also, now, I'm trying to upgrade my room to the rate reflected online and being told I can not benefit from the rate. This is just ridiculous. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  Dear Mrs. ***************** class="SCXW18687323 BCX8" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; text-wrap-mode: nowrap !important;"> 
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  Upon review of your case, I can confirm that one of the supervisors has already handled your inquiry. If you have any additional questions or require further assistance, please feel free to reach out to *****. 
   
  Thank you for your extended patience and understanding.   
   
  Sincerely,  
   
   
   
  ***** *****  
  Celebrity Cruises  

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22994634
  
  I am rejecting this response because in my audio recording which i am unable to upload here, you will see ***** advised that the spa service pricing was a glitch. As You can see in the picture attached there are still no discounts on Spa services. 

  The picture shows a discount on dining, not Spa services. 

  Yes, i was provided a credit. But the issue is still ongoing. 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/18/2025

  Dear Mrs. *************************** you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  I want to sincerely apologize for the disappointment you have experienced regarding the pictures you sent and the confusion surrounding the spa service discounts. I completely understand how important it is for you to have clarity on this matter, and I appreciate you reaching out to us. 
  
  After a thorough review, I can confirm that there is no system glitch. As outlined in the terms and conditions of our flash sale offer, the spa discounts apply only to selected services. It is essential to refer to these terms for a clear understanding of our offerings. Please know that the price shown at checkout is the final amount, and we do not offer additional discounts or onboard credits beyond that. 
  
  I also want to express my sincere apologies for any misinformation you received during your conversation with one of our supervisors. We value your feedback and are committed to providing the best possible service. Rest assured that we will conduct a coaching session to address this issue and prevent it from happening in the future. 
  
  Although we cannot alter certain unfortunate aspects of your experience, we do believe they represent rare and uncharacteristic departures from our customary first-class service. We would appreciate the opportunity to welcome you onboard so that we may demonstrate our commitment to guest satisfaction. 
  
  Sincerely, 
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and though I don't find that this resolution is satisfactory to me... I did finally receive an apology and acknowledgement of the confusion/ frustration i experienced as a result of the call with the supervisor. 

  Though he provided a temporary resolution, he lied, he advised the false advertisements is something Celebrity does. I encourage you to listen to the recorded call. 

   

  I do hope my onboard experience on April 13th is reflective of better practices. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise with a 200$ deposit because I was on another cruise so it was a reduced deposit. I made payments on the cruise. I canceled in time to receive a full refund. Celebrity is refusing to refund 900$. I understand that I lost my initial 200$ deposit. But not 900. Other parties that canceled this cruise with a 200$ deposit only lost 200.

  Business Response

  Date: 02/23/2025

  Dear Mrs. ************** class="SCXW7392822 BCX8" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; margin: 0px; padding: 0px; user-select: text; text-wrap-mode: nowrap !important;"> 
  Thank you for contacting the Better Business Bureau regarding your Celebrity Constellation sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  Upon review of your case, I can confirm that our Executive Office has already handled your inquiry. If you have any additional questions or require further assistance, please feel free to reach out to Executive Athena.  
   
  Thank you for your extended patience and understanding.   
   
  Sincerely,  
   
   
   
  ***** Suico  
  Celebrity Cruises   

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2023, I paid a refundable $200 deposit and third-party insurance for a friends wedding cruise that was supposed to be 5 days in Feb 2025. Celebrity ended up chartering the cruise ship out (only giving my friend 6 months btw before her cruise was supposed to takeoff) which meant the entire wedding party had to re-book to a longer cruise (7 days) which I could not commit to. Well it is now Feb 2025 and I still haven't been able to get my refundable $200. I closed the credit card i originally made the payment on and celebrity insisted that they still had to run the refund on there and it had to bounce back before they could provide another refund method. After MONTHS of back and forth between my cc company and celebrity, they magically found the $200 and said it would take 2-4 weeks to refund it in the form of a check. Well it's been over 4 weeks and still NO REFUND. I just want my refund back.

  Business Response

  Date: 02/23/2025

  Dear Ms. ********  
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry to hear that you are still waiting for your refund. I understand how stressful it can be when you have been trying to get it back. We appreciate you letting us know. 
  
  I am happy to help but will need a little more information in order to properly assist you. When you have time, please respond to this email and let me know the details of the cruise in question. Please include the following information: 
  
  1. Your booking number 
  2. Ship 
  3. Sail Date 
  
  If you would prefer immediate assistance, youre always welcome to call our ************************* at ************. 
  
  Thank you for your extended patience and understanding.  
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 
  

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22969836
  
  I am rejecting this response because: I'm not sure how to respond to the business with the information they need to look up my case. 

  Please let me know next steps

  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/15/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Cruises sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  Kindly refer to your documents and provide us with the following information so we can investigate further and get back to you with a resolution. 
  
  1. Your booking number 
  2. Ship 
  3. Sail Date 
  
   If you would prefer immediate assistance, youre always welcome to call our **************** at ************. 
  
  Thank you for your extended patience and understanding.  
  
  Sincerely, 
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/20/2025

  1. Your booking number #*******
  2. Ship - Celebrity Silhouette
  3. Sail Date - Feb 24th 2025

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22969836
  
  I am rejecting this response because:

  I am not sure how to respond directly to the business again. I've sent the information to BBB via email and through this website. Here it is again

   

  1. Your booking number #*******
  2. Ship - Celebrity Silhouette
  3. Sail Date - Feb 24th

  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/23/2025

  Dear Ms. *************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  Upon thorough review, I have confirmed that your reservation is with a travel agency. Please be informed that we have a binding agreement with travel agencies, and we are not able to assist you with any reservation made with them. Kindly reach out to your travel agent for assistance. 
  
  Thank you for your extended patience and understanding.  
  
  Sincerely, 
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have accepted the business response. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Celebrity Cruise The person I phone says celebrity Cruise doesn't have a corporate phone number. My cruise was setup for June and I now have to have extensive surgery and can't go. I gave initially $600 down on cruise. They said at ************ I was only going to get $125 back. This has to be a scam. I want answers. All the person (foreign) gave me was an email.

  Business Response

  Date: 02/15/2025

  Dear Ms. **************************** you for contacting the Better Business Bureau regarding your Celebrity Solstice sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry to hear that you are not able to proceed with the cruise due to an unforeseen medical emergency. We appreciate you letting us know and we are hoping for your quick and fast recovery. 
  
  After thorough review, I can confirm that your request is currently being handled by one of our supervisors. For further assistance, please contact ******* by calling ************. 
  
  Thank you for your extended patience and understanding.  
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises