packedcountdown

We were so looking forward to our first ocean cruise and our brief time aboard the Celebrity Solstice exceeded all our expectations.

 

Sadly, a death in the family forced an early end to our planned 2 week vacation after just 4 days.

 

Our Concierge was sympathetic and very helpful arranging our prompt disembarkation after docking in Hobart, assuring us all cancellations would be handled.

 

It was therefore very disappointing to be charged the full amount for the remainder of our specialty restaurant bookings and drinks package upon the ship docking in Hobart on 9 December.

 

Equally disappointing was the e-mail received from Celebrity Guest Relations Leadership Team 30 days after our premature disembarkation in Hobart inviting me to take a short survey regarding my most recent interaction with a staff member from the Post Cruise Customer Relations Team. I had no interaction with anyone from Post Cruise Customer Relations.

 

Most disappointing, however, is Celebrity's continued silence 2 months after forwarding them the funeral notice and assuring our premature disembarkation was indeed due to the passing of my mother and certainly not a reflection of our on board experience.

 

Is it too much to ask for acknowledgement of our circumstances? A consideration for future bookings?

Has anyone else experienced similar misfortune? How did Celebrity respond?

I am so sorry for your loss and I'm sorry to hear of your unfortunate situation with Celebrity. This is not acceptable.

I would suggest that you contact the executive office, I believe it is now called OneTouch@celebrity.com. Explain your situation and request assistance in an unfortunate situation. By the way, if you charged your beverage package, excursions, etc. on your credit card, you can put those charges into a dispute with your credit card company. The law states that you do not have to pay for goods or services you have not received. Good luck.

And, yes, I had a similar situation when my husband and I were made to disembark 4 days into our 15 day cruise on the Eclipse. I was told that once you step foot on a ship the full fare and all other charges are non-refundable.

Good luck.

Holy Moly!!!! Murano it is! Thank you for everyone's input...:):):)

Congratulations! Glad you chose Murano. There's a nice discount - 20% - if you reserve the first night. The lobster cooked table side is amazing. So is the Chateaux Briand served table side if you don't like seafood. There is so much food that I highly recommend skipping lunch that day.