Daleed77

We just booked an Apex cruise for next month with a suite guarantee cabin. There are only 3 S3 cabins left according to the map, but we might get one. I’ve come to terms with the adventure of the Magic Carpet if it comes to that - lol! If we end up there, I’ll let you know.

Just popping back in here to respond to a couple of things. - From what I understand now, on Edge-class ship only SV and Suites have real verandas. They will be the only type of cabins I’ll book on those ships. Most likely, I’ll stick the Solstice-class ships, and I have a soft spot for the Summit since it was our most sailed ship. - The price difference between what I had to SV on the date reserved was only $300, so it wasn’t that much more. However, they wanted $2000+ for a price today. I could have almost had a Sky Suite for that total price. - Celebrity did admit they were wrong and the info given was incorrect. - I think what was ultimately worked out is fair and I’m happy with the result. I wasn’t happy that it took so long for everyone to come to the solution, but it’s done. Thanks to you all for your insights! Happy cruising! Dale

I wanted to report back and let you know what the resolution is. To clarify an issue that keep coming up in the responses. I originally had a SV, but had to change. I didn’t want an Infinite Balcony and made that clear to the TA. She confirmed with Celebrity (there was proof). We would have probably cancelled all together if they gave the correct information. Also, I’ve never had a problem with this TA before and stopped worrying about doing exhaustive research since she has always done well by us. The TA offered to give us $700 (via check or obc) and Celebrity offered an additional $300 obc on top of what was already part of the package, if we upgraded to the SV that was now being held for us. The price difference at this point was over $2k. Celebrity admitted to the mistake, but said this was the best they could do. I wasn’t happy with it and thought I would cancel. As some suggested, I emailed the president’s office. Who knows where that actually goes, but I did receive a call back from a man named John. He asked me to send screenshots of the conversation between me and my TA with the Celebrity communications, which I did. He researched the issue with the reservation/revenue and communication teams. After some back forth, they agreed to bring the price down to what it would have been in November, which is $300 more than what I originally booked. Of course, they and the TA took away all the “we’re sorry for the inconvenience” money. I balked at this with the TA since I’m the one that actually had to work to get this resolution. The TA threw in an additional tiny amount and Celebrity added $200 obc and a night at a specialty restaurant. We called it a day and took the offer. Ultimately, the take away for me is that Celebrity is not great at customer service. Even with proof of misinformation, it took a lot for everyone to a good resolution. Celebrity may have saved this purchase, but I will probably be looking for a new TA after 10+ years. I don’t think I’m allowed to ask for recommendations here! Thanks for coming on this journey! Dale

I’m pretty disappointed in my TA and Celebrity and I would love to hear your opinions on what I should do. Background: We have been loyal cruisers with Celebrity and are currently Elite Captain Club members and have been a shareholder for 10+ years. We cruised on the Apex last summer out of Athens. It was the third sailing I believe. We didn’t care for the infinite veranda (it’s a window) and decided we wouldn’t book them again. We booked another cruise on board and discussed the issue with the consultant. She told us there were some cabins that didn’t have infinite verandas and booked us in one of those. We had a conflict for the original sailing and needed to move our reservation. We contacted our travel agent and told her that we liked the itinerary on the Edge for December and our only criteria was that it didn’t have an infinite veranda. She called Celebrity to confirm and booked us. That was in November 2021. Recently, I was looking at my travel plans for the year and thought I would look up my cabin for the holidays. I googled the cabin and it has an infinite balcony. I immediately contacted my travel agent and she contacted Celebrity. They confirmed that she was given incorrect information, but all the rooms with a real balcony were sold out. However, a sunset veranda popped up and she held it for us and then contacted Celebrity because it is now $2000 more than our November price. We just found out that Celebrity will not honor our rate for the new room. I’m vastly disappointed in this. It has been confirmed that Celebrity gave the agent incorrect information and essentially sold me a cabin that doesn’t have features that I was promised. Honestly, how Celebrity and our travel agent handles this will determine if we continue to cruise. We’ve had great cruises with Celebrity, but the lack of customer service on this issue and the fact that they admitted to telling us incorrect information has me questioning whether the company is trustworthy anymore. I’m not asking for much to make me happy. I want my current rate for the type of cabin I was promised. It’s going from a Concierge class to Sunset Veranda! And yes, we were told that some Concierge cabins had real balconies - ugh! This should be an easy win for Celebrity. Am I being crazy? The TA has involved the brand team, whatever that means and has offered us more credit if we upgrade, but no where close to the $2000 extra it costs. She said that Celebrity won’t allow them to discount the cruise rate. What should I do? Any thoughts on the next step I should try? Thanks, Dale