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:11/17/2022

  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 called Celebrity Cruises Lines on 11/17 and spoke to multiple persons. None would or could answer my ******* If they truly record their calls, they need to check the calls between 3:45pm and 4:00pm. After that, I took note of a man who said he was ********. The call began at approximately 4:22 pm. Please review it. I wanted to book a cruise in 2023. Prior to that phone call I had received an email stating that they were running a Black Friday special and there would be 75% off of guest number two as well as an $800 onboard credit. I selected a cruise in 2023 and per the screenshots attached I first selected a veranda which came out as $1891. I then selected the option of an all inclusive room (vs a cruise only room). The All-Inclusive room which included Wi-Fi and drinks tips etc. came to **** per person so as stated I selected that option. I then added $354 for insurance. When I went to the review and pay page theyre charged me $4558 per person and THEN took 75% off of the second guest. They almost doubled the **** per person for guest one and two AND ONLY THEN TOOK 75% off of that $4558 amount. In actuality I would pay more after they applied their so-called discounted price then if I paid **** x 2 plus insurance. DO THE ***** They are liars and are cheating the public. I want them called out on this so it stops.The $800 stateroom credit stated on their website is seen on the screenshot attached. When I asked about the $800 they said its only $200 per person so because we only had two people it was only going to be $400. IT SAY $800 Per STATEROOM - NOT PER PERSON. In my opinion they are once again misleading the public. Its false advertising. They are liars. I want the price of the cruise to be the average price per person of $**** as shown in the screenshots attached, then the 75% should be taken off that second $**** person. Please address my concern as soon as possible. Thank you.

  Business Response

  Date: 11/29/2022

  Dear **********************:
  
  Thank you for contacting the Better Business Bureau concerning our recently advertised special offers. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry there has been confusion regarding the pricing and Onboard Credit offered through our Black Friday promotion. During the booking process, once a guest selects a stateroom category, type, and room number, the Upgrade and Get Even More page will appear. This page displays a Cruise-Only price and an All-Included price. Each is labeled as an avg per person price, and the asterisks beside each amount referenced refers our guests to the below terms and conditions. These terms and conditions clarify that each quoted amount is based on the lowest available fare stateroom categoryand reflects any promotional savings, and is subject to change and availability until booked. The prices shown, therefore, represent not the specific cruise fare cost, but the average price guests on a selected sailing are paying for the type of room chosen, with promotional discountslike our Black Friday percentage-off salealready factored into the quotes.
  
  With regard to the Onboard Credit component of the promotion, it is true that amount of credit received is based on the number of guests booked in the stateroom. To that end, the wording on our website states that guests may get up to $800 Onboard Credit per stateroom. More detailed information about our Black Friday and Cyber Monday sales and Onboard Credit eligibility was made available on our Special Offers page via the following website link: ******************************************************************** your benefit, I have attached a screenshot for you to review. Although the page now references only the Cyber Monday sale, the same information about the savings being based on quad occupancy was displayed for the Black Friday sale.Because the specifics of our Black Friday promotion were available on our Celebrity Cruises website, we will regretfully not be able to make any billing adjustments. I am very sorry for any disappointment this may cause.
  
  We appreciate you taking the time to share your feedback regarding your conversations with our Celebrity representatives but are sorry to hear you found them unable to assist with your concerns. We want to always provide helpful service, so we will be reviewing your interactions with our agents and addressing matters internally.
  
  **********************, again, we thank you for taking the time to write into the BBB and share your experiences. We never want the advertisements for our promotions to be unclear or misleading, and it is feedback like yours that will help us continue to improve as a company.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18431562
  
  I am rejecting this response because:
  All they are doing is repeating their answer from the first response.  Bottom line is that they are NOT RESPONDING TO THE ISSUES IN FRONT OF THEM. I selected a veranda. It said the average price of a veranda was ****. Then, since I selected the all-inclusive, that average per person became ****. PLEASE EXPLAIN HOW IT IS MATHEMATICALLY POSSIBLE FOR THAT ROOM TO BE **** but OUR QUOTE WAS ****?  They are liars and scamming the public. They need to be investigated and called out on this. They are cheating people.  And the extra $800 per stateroom is clearly stated but when you select a room, its all of a sudden $200 per person. Again, its false advertising. They are liars and cheats and need to be investigated for the mid-information published to the public consumer. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/12/2022

  
  Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your remaining concerns.
  
  I truly regret that theres been a misunderstanding regarding what the quoted prices represent. The amounts displayed are meant to represent the average cruise fare price a guest can expect to pay, per person, AFTER promotions and discounts have already been applied, not before. With that in mind, the number showing for the stateroom category and cruise package you selected should not be too far off from the FINAL price youd actually end up paying for the cruise fare. In essence, the average per-person cost quoted to you reflected an already discounted price, not the original price.
  
  When you selected a veranda stateroom with an All Included price package, our website indicated that the average final cost, per person, for that particular stateroom/package combination was $2724.00. According to the screenshot you shared, the initial cost of the cruise fare for the cruise you were booking was $4558.00 per person, or $9116.00 total. Through the Black Friday sale, a $400-off bonus discount was applied and an additional $3,269.00 was deducted because of the 75%-off-the-2nd-guest promotion. When you subtract those two amounts from the original total, you get $5,447, which breaks down to $2,723.50 per person. This final per-person cruise fare amount is $0.50 less than the average per-person amount quoted to you earlier in the booking process, which indicates that the quote very accurately reflected the average price being paid by guests.
  
  **********************, we never want anyone who sails to us to feel scammed, and I hope that reviewing these calculations has helped to explain the intention behind the prices that were originally quoted to you. We do hope well have the pleasure of welcoming you on board in the future.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18431562
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  show 

  e WHERE you show **** anywhere until that final page where you double everything and THEN give the discount. You cheat people who go thru your screens and NEVER see that price.  You need to be investigated by the ***** you are scamming us. Theres no discount. You double it first then take off the advertised discount. you can try explaining it every which way but you liars and cheats. 
  The BBB is worthless. Youve done nothing to rectify this issue. This company needs to be investigated.

• Initial Complaint

  Date:11/13/2022

  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.

  On October *****, 2022. My husband and I took a cruise from *********** port to ****** onboard Celebrity Soltice. On October 16. I had food poisoning and went to the infirmary. I was given medication and was placed on a 24 hour quarantine, during the FULL duration of the trip. There was a rancid stench of sewage in our room and our floor (3rd) Our room was the worst. I notified guest relationds everyday. All my information of the trip was documented. I filled out a survey after the trip, all stating the same issues. We sailed on Celebrity Mercury's in the past and had a wonderful time. We have sailed with Norwegian, Carnival, Celebrity, and Royal Caribbean, Needless to say, this trip on Celebrity Soltice was the worst experience we ever had on a cruise.

  Business Response

  Date: 11/17/2022

  Dear **************:
  
  Thank you for contacting the Better Business Bureau regarding your time aboard the October 15, 2022 sailing of the Celebrity Solstice.On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry to hear that you encountered an unpleasant odor in your stateroom and were also required to quarantine on board due to illness. I deeply regret this impacted your cruise experience. As soon as I received your BBB case, I got in touch with ****** from our Engagement Team so that she could provide her immediate support. I am glad to see that ****** was able to speak with you about your concerns.
  
  Although, regretfully, we will be unable to offer the refund or upgrade you have requested, we are able to provide Future Cruise Certificates to help convey our apologies. We have issued this credit in the amount of $250.00 per person, with an additional $100.00 added to your certificate in light of your isolation. For your convenience, I have attached these Future Cruise Certificates with my response. This new offer replaces the previous $100.00 credit provided by the ship. Please be guided by the included guidelines and instructions for redemption considering another Celebrity cruise. 
  
  We really hope you will decide to make use of this Future Cruise Credit. Wed love to welcome you and ******************** back on board so that we may have the opportunity to restore your faith in Celebrity Cruises.
  
  Sincerely,
  
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  Date:11/03/2022

  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.

  I booked an excursion on the 10th Aug for my cruise on the 20th Dec. The date of the excursion is the 28th Dec. Last week i received an email telling me my excursion was cancelled. When I tried to book another excursion there were hardly any left and the ones that were were not suitable (I have a frozen left ankle and cannot do the more active excursions) I wanted to see scenery but the only others were about Maori culture, not what I wanted to see. My money is being refunded. However when I tried independent tour providers in ** there was nothing available as the ship docks at **** and most tours operate at 8am.I wanted to see either geysers, ******** or both, now I will see nothing. This is the port I wanted to see, now I will be left with a walk around the city. I know Celebrity are refunding the money paid, but that does not cover the disappointment. I feel I am owed something eg a laundry service for something that is out of my control when I booked so early.

  Business Response

  Date: 11/14/2022

  Dear ************:
  
  Thank you for contacting the Better Business Bureau regarding your upcoming December sailing aboard the Celebrity Eclipse. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint.
  
  I was very sorry to learn that your *************** excursion was cancelled and deeply regret that youve found no comparable tour available for you to book. I know you had been looking forward to seeing geysers and/or ********, so I understand how disappointing this situation must be for you. As soon as I received your BBB case, I got in touch with ******** from our Engagement Team so that she could provide her immediate support.
  
  ******** again wishes to apologize for calling you so early, but she was glad to have the opportunity to speak with you. I see that, as a gesture of goodwill, she initially offered you and Wee Chek Jee each a $100.00 Onboard Credit and promised to check on your laundry service request. Because she has yet to hear back from the ship regarding that request, ******** has offered to double the Onboard Credit to $200.00 per person,which would enable you each to have complimentary laundry service for several bags of clothing. The credit can also be used toward any onboard purchases of your choosing. We really hope you accept this Onboard Credit and use it to enhance your cruise experience.
  
  ************, again, we appreciate you reaching out to us through the BBB and giving us this chance to assist you. We look forward to welcoming you on board next month!
  
  Sincerely,
  

  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 11/14/2022

   
  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:09/07/2022

  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.

  We scheduled a cruise on Celebrity Equinox (Celebrity booking #*******; ****** Travel booking #C385570288) for October ****, 2021. The cruise total was $5,269.14 with final payment made on 6/26/2021. The cruise was cancelled on September 20, 2021 under Celebrity's "Cruise with Confidence" program (100% FCC/refund). We received partial refunds over time as listed below amounting to $4,998.74:10/18/2021 $ ****** 10/18/2021 $ ****** 10/30/2021 $2,131.00 (Future Cruise Credit)10/30/2021 $2,131.00 (Future Cruise Credit)11/22/2021 $ ****** 11/22/2021 $ ***** We talked to our travel agent who talked to Celebrity many times since the FCCs were issued, which resulted in the additional 11/22/2021 refunds. We have talked to Celebrity, through our travel agent, about once each month since November and said we were due an additional $270.40. We were told that they agree that we have a refund coming and that the issue had been elevated. During a call on 6/14/2022, our agent was told by Celebrity that they had recalculated the refund due as $704.80. (I don't know how they arrived at that number but was told it was with the airfare portion.)Most recently, about 6 weeks ago, our travel agent was told by the Celebrity agent that there was no timeline to to make any additional refund. We have not received the remaining refund.

  Business Response

  Date: 09/17/2022

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the October 8, 2021 sailing of the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  First and foremost, I wish to apologize for the lengthy time it has taken for you to be fully refunded. Over the past several months you and your travel agent have reached out to us a number of times to inquire about the status of the money owed to you. I am so very sorry that, in spite of all these efforts, you still have yet to receive all your funds back from the October 8, 2021 cruise that you cancelled through Cruise with Confidence back in September of 2021.
  
  After reviewing your BBB case, I enlisted the help of representative ***** to advocate on your behalf. She worked with our Groups Accounting team to locate your missing funds and begin the final refund process. I am so glad to see that ***** has already been in touch with you by phone to inform you about the impending reimbursement. As she advised, the $1349.48 refund should disburse to your **** card ending in **** within the next 30 days.
  
  ******************, we really appreciate your understanding and continued patience. We are very grateful you reached out to us through the BBB so that we could have the chance to make things right.
  
  Sincerely,

  
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 09/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ***** did reach out to me and indicated that she would monitor the refund progress. If I receive the refund within the timeframe promised then this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 my cruise at the beginning of may through a travel agency, leaving June 2022. The week of sailing you are required to submit all of your paper work-essentially checking in online. Uploaded all our documents, including vaccine cards. When you up load the document you have to enter the date of the last shot which I did. We got to the cruise port and we’re denied boarding because my husbands final shot had not been a a full 14 days in advance. Every where you look on the website, checking in and the app says initial doses at least 14 days in advance. Which his initial was almost a month prior. It says unvaccinated guests or not to update guests must have a PCR test with in three days and take an antigen test the day of at the cruise port. We both had negative PCR test taken two days before hand. We were told this was not an option and the “guest” in question on the website where ages 2-11. But no where does it state this is for children only just guests. I was given a paper denying my boarding and had to call to let celebrity know. The lady on the phone told me that because I was refusing to go and leave my husband I would be forfeiting my money. I asked if we could move to the cruise the following week and was told no because I was fine to travel that day. I spent 4 hours on hold trying to talk to someone and get my plane tickets changed To figure out how to get home. Finally 5 days later, soo many wasted hours on hold and a flight out of pocket I got transferred 5 times and hung up on to be told there was nothing they could do because of the 14 day policy. I listened for hours about how they are # 1 in customer service and #1 customer satisfaction and this has not been the case.

• Initial Complaint

  Date:05/17/2022

  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.

  My family booked 3 cabins on the Celebrity Solstice on October 10, 2021 Reservation Numbers: *******, *******, *******. Celebrity Cruises cancelled this booking and gave us back 125% in Future Cruise Credits. I was OK with the future credits as they had sailings to ***** and Asia in 2022. We were in the process of picking which Asia cruise we wanted and setting up the necessary logistics when Celebrity decided to cancel all their ***** and Asia cruises for 2022. I called and simply said "I have no desire to go anywhere else, I am willing to take a refund of my purchase amount or I am willing to pick another Asia cruise in 2023" Celebrity would not allow either. This is a complete bait and switch. We paid over $11,000 to go to Asia. When they offered the future cruise credits Asia was still available, now they take that away and simply say "pick somewhere else". I wouldn't have spent that amount of money to go anywhere else. They decided to cancel all of Asia and ***** AFTER the deadline for a cash refund. This is a bad business practice and extremely dishonest. If they cancel a whole region they need to either offer a full refund to those people who where originally booked there or extend the credits till they are again sailing to that region. I am simply looking for my money back or an extension of the cruise credits.Thank You

  Business Response

  Date: 05/27/2022

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding the Future Cruise Credits (FCCs) you and your family acquired from the October 10, 2021 Celebrity Solstice sailing that was cancelled due to the pandemic. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry your plans to apply your Future Cruise Credits to a 2022 Asia cruise were disrupted when we announced the cancellation of our Asia sailings for 2022. We understand that when you booked your original cruise you had a specific region of the world you wanted to visit, and it is only right we allow you to use your credits toward a future sailing that will give you that opportunity. Your request to have us extend the expiration date of your familys FCCs was a very reasonable one to make, and I sincerely apologize that you received such pushback from the Celebrity representatives you spoke with earlier. I am happy to advise that we have now extended the expiration date of all the Future Cruise Credits associated with reservations *******, *******, and ******* to December 31, 2023. This means your family now has until the end of next year to book a new Asia cruise and sail.
  
  ******************, again, we appreciate you bringing your concerns to our attention. We hope the extension weve provided will make it easier for you to sail with us again.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 05/30/2022

   
  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,
  
  *************************