What is happening with Celebrity?

[tartantiara]

I’m sorry, but I don’t see the big problem with having 4 towels but no hand towels, just use one of the big towels for your hands. ( first world problems ) 

[LB_NJ]

6 hours ago, llawrence said:

We are currently on the Summit for a short get away….After 20 + years cruising with Celebrity, we are wondering what is going on.  We normally do suites but when they aren’t available we go with Aqua class. No cruise is ever totally bad, but this is getting close…

We are in an aqua class mid ship….our Room attendant did not greet us for 10 hours and them only after I found out that we only had one towel, washcloth, hand towel, robe, and slippers for my husband and myself.  Our mini bar was missing a number of the expensive items.  Could be charged to our sea pass if not reported…The floor was not clean and the tables were not cleaned after the last guests.I really do not like going to guest services but after he cleaned the room and left all the used glassware and did not leave clean glasses, and our wine cooler was left on a table with out a tray and the water from the ice melting leaked on the table, floor, and some items I had purchased.  I felt I had to say something…the assistant supervisor for housekeeping came up…said he would take care of it. No problem.   This morning when I returned from breakfast…again we have one washcloth….four towels…no hand towels..for two people.. Its hard for us to look at leaving the Celebrity Brand…..New ships or the older ships we have always received excellent service. It looks like the brand is changing.

Blu is excellent

Casino is so crowded with large slot machines, game tables, and very large chairs…you are literally touching the person in back of you and next to you.

Entertainment (first two shows) were just ok…

 

 

Occasionally you just get a bad steward.  Compared to the steward locking my wife on the balcony you are not that bad off.

 

On all cruises I have had the room stewards have generally been good however I had a bad one on the last cruise and also a so-so one on a Royal cruise several years ago.

[cheeseheads4ever]

We just got off Reflection a week ago. Our room steward greeted us right away the first day and was super friendly. We had so many requests, a bucket of ice at 3 pm. That was it. He struggled with this sometimes bringing ice at 1pm or 2pm. So by the time we wanted it for a drink at 3:30 or 4 the ice was melted down to an handful of ice. Not even enough for 2 small drinks. Sometimes he didn’t bring ice at all so we had to call time after time.

He vanished the last 2 days. Never seen him again. Not sure who was cleaning the room we just never cross paths with him again.

Not the standard of Celebrity service we are used to. We had one request and that was it.

 

 

Edited April 8 by cheeseheads4ever

[hcat]

2 hours ago, llawrence said:

OXO….I would think so….now in our room we have 1 dirty wash cloth….4 new towels and no hand towels….our shampoo and conditioner are almost empty…1/2 a roll of toilet paper..no extras… This is not the Celebrity I know and love…

must be reported  at Guest Services ASAP,  via QR code in daily, to housekeeping  AdminIstrator..

 

..Ask for a diff attendant..no hope for the one you have. 

 

we were recently on ASCENT in AQ class...best attendant, better than the butler we had on BEYOND

 

 

[llawrence]

We have sailed on the Millie and Connie many times…..I really loved the size and service…sailed on the Edge and Beyond ….loved the service..There should not be a difference in treatment regardless of the class you sail.  People who sail in suites pay for the extras..

what we are feeling on this particular cruise is the lack of basic service…many of the staff are very apathetic….maybe there is some thing we don’t know….we requested a change in room stewards but it hasn’t  happened…now on day three.   We will see what our room is like after dinner….Have talked to others aboard and they are saying the same thing…

[TMLAalum]

We will be on the Summit in a little under 3 weeks. But I am not so much concerned for us as I am for my DD/DSiL who are on her May 24. This is their 1st ocean cruise and I so want them to have a wonderful experience and develop an affinity for Celebrity! I hope that all the issues being reported here are fixed by the time they set sail.

[llawrence]

Every cruise is different…we have had many wonderful cruises with Celebrity on all their ships….yours will be fine…this is just a hiccup….we have the Reflection next…

[Larwos]

6 hours ago, RK-NC said:

There were problems on the sailing prior to yours:

 

I hope things improve for you and everyone onboard and on future Summit sailings. I don't think there is any excuse for an unclean, ill-equipped stateroom. Something is wrong. I will be thinking of you this week.

It’s interesting that you mention the stateroom stewards. We,like you are devoted Celebrity passengers but unlike many here, we’ve made the decision not to go higher in the accommodation so we’d  have more cruises and allways choose a balcony stateroom.  
The service from the stewards has always been wonderful, but this time our steward didn’t approach us until our second day, and having been used to being greeted by name and constant requests as we passed them to please ask for anything they could do, although the room was always immaculate, it felt more like staying in a hotel.

I find this sad, as the quality of service is such a mainstay of the Celebrity brand. 
 

A passing remark from the cruise director on this last Solstice cruise, intimating that money and top crew are being leaked to the E Class ships, and I must admit there were quite a few things, including much more games and trivia and less music around the ship is quite noticeable much as I tried not to notice out of loyalty. 
 

I do hope things have changed for you now you’ve brought the situation to management and have fun for the rest of you trip. 

[coloradocruizn]

We were on the Summit in AQ on deck 11 2 weeks ago. Our service started out wonderfully but quickly deteriorated.  By the end of the cruise, we were lucky to get our room serviced once sometime during the day. Very disappointing but we will try again next year (we love the music cruise chartered on Celebrity).  We did get our bottled water daily. 

[Itchy&Scratchy]

9 hours ago, llawrence said:

I also know there is a big difference in Suite service and Aqua class but I guess I feel that a cruise line that is known for service should have standards across the board.

we have received superb service in a lowly inside cabin on Reflection last week. The cabin was super-duper clean as well.

This was our first X cruise.

[dogsdogs]

The last two X cruises we have been on, our cabin stewards each had 22 rooms to service.  Both did well by us, but 22 rooms is difficult to keep up with unless they are really on top of their game.  Some just can't do it.  I think Celebrity expects too much from these workers and the passengers are paying the price.  

[hcat]

And they no longer have assts..  They get more pay and tips but I think it was better when the   attendants had help,  and it was a good training tool.

[the penguins]

8 hours ago, hcat said:

And they no longer have assts..  They get more pay and tips but I think it was better when the   attendants had help,  and it was a good training tool.

All the Stewards we have spoken too prefer the new system as now they are soley responsible for their own batch of cabins - don't get the blame if others mess up. The number of cabins they do was reduced when the new system was introduced

[Honolulu Blue]

11 hours ago, coloradocruizn said:

We were on the Summit in AQ on deck 11 2 weeks ago. Our service started out wonderfully but quickly deteriorated.  By the end of the cruise, we were lucky to get our room serviced once sometime during the day. Very disappointing but we will try again next year (we love the music cruise chartered on Celebrity).  We did get our bottled water daily. 

Two weeks ago, I was on the charter music cruise watching these guys (among many others). 

 

 

I assume we were on the same cruise?  I'm sorry I didn't say hello.  I guess I'll do it now.

 

My cabin in steerage on the Summit was handled well, but I have low expectations for such things.

[hcat]

16 minutes ago, the penguins said:

All the Stewards we have spoken too prefer the new system as now they are soley responsible for their own batch of cabins - don't get the blame if others mess up. The number of cabins they do was reduced when the new system was introduced

i know they say that, but in some cases they simply cannot handle so many staterooms....

 

We have been very lucky so far.  Hope things improve for OP and bad service is an exception...

[kabmab]

On the Apex in January we had the worst stateroom attendant we've had in 30 years of cruising.  We were in an SV.  Saw the attendant maybe four times in passing, there were many deficiencies.  Wrote up a list for GS who said hotel director would want to meet with us.  On the last day of the cruise, the assistant HD called us to apologize.  Hope we have better luck on Ascent TA on Sunday.

[the penguins]

1 hour ago, hcat said:

i know they say that, but in some cases they simply cannot handle so many staterooms....

 

We have been very lucky so far.  Hope things improve for OP and bad service is an exception...

we have had one bad steward - complained and had meeting with Senior Officer - understood the guy's contract would not be renewed.

The biggest complaint (i.e. what makes their job difficult) is the number of passengers who stay in their cabins all day. This is a particular issue on cruises with lots of sea days.

[llawrence]

I want to thank everyone for replying to this topic….this group is so very knowledgeable and has helped me throughout the 22 years I have been a member..

last night they gave us a new room steward and everything is great again…Big difference.

but….they seemed to have lost our bag of laundry…..chalk it up to an ok cruise….but my hubby and I think any cruise is better then no cruise.

[Georgia_Peaches]

15 hours ago, horseymike said:

Unfortunately , Celebrity’s business model for the Edge class seems to be heavily tilted towards suite guests with regard to public ares etc…. Those sailing in other categories ( that would be myself) are basically steerage class and treated as such.

Omg I have to say we feel the exact opposite of this. We stayed in a “steerage” category and then in a suite on a b2b on Ascent. We felt the “steerage” experience was hands down superior to the retreat. The retreat areas are lovely but try as we may, we could not get a drink on the sun deck and our room steward was just ok. Luminae was crowded and loud and hot.  In contrast, we had a eagerly attentive cabin steward in “steerage” who made sure we never wanted for anything. We enjoyed the flexibility of picking our dining room and the venues outside retreat were excellent. We were so astonished by the contrast that we booked a follow up cruise on Beyond, also in “steerage”. I guess it just proves that no two cruising experiences are alike…which is why we should all take reviews with a grain of salt. 

[Norwaylady]

9 minutes ago, Georgia_Peaches said:

Omg I have to say we feel the exact opposite of this. We stayed in a “steerage” category and then in a suite on a b2b on Ascent. We felt the “steerage” experience was hands down superior to the retreat. The retreat areas are lovely but try as we may, we could not get a drink on the sun deck and our room steward was just ok. Luminae was crowded and loud and hot.  In contrast, we had a eagerly attentive cabin steward in “steerage” who made sure we never wanted for anything. We enjoyed the flexibility of picking our dining room and the venues outside retreat were excellent. We were so astonished by the contrast that we booked a follow up cruise on Beyond, also in “steerage”. I guess it just proves that no two cruising experiences are alike…which is why we should all take reviews with a grain of salt. 

thank you❤️ it’s not just us that had a similar experience😌

We are “back” in steerage class😂😂🤭 And we have a great time on EQ❤️ 

 

[horseymike]

2 hours ago, Georgia_Peaches said:

Omg I have to say we feel the exact opposite of this. We stayed in a “steerage” category and then in a suite on a b2b on Ascent. We felt the “steerage” experience was hands down superior to the retreat. The retreat areas are lovely but try as we may, we could not get a drink on the sun deck and our room steward was just ok. Luminae was crowded and loud and hot.  In contrast, we had a eagerly attentive cabin steward in “steerage” who made sure we never wanted for anything. We enjoyed the flexibility of picking our dining room and the venues outside retreat were excellent. We were so astonished by the contrast that we booked a follow up cruise on Beyond, also in “steerage”. I guess it just proves that no two cruising experiences are alike…which is why we should all take reviews with a grain of salt. 

one of the places my wife and I enjoy on any cruise is the forward facing lounge area usually on a higher deck at the very front of the ship where you can enjoy the panoramic views of the ocean and or port. These areas no longer exist for us ( steerage passengers ) on the e class celebrity ships.

[hcat]

6 hours ago, llawrence said:

I want to thank everyone for replying to this topic….this group is so very knowledgeable and has helped me throughout the 22 years I have been a member..

last night they gave us a new room steward and everything is great again…Big difference.

but….they seemed to have lost our bag of laundry…..chalk it up to an ok cruise….but my hubby and I think any cruise is better then no cruise.

glad you have a  new  attendant..

 

hope missing laundry will turn up...paranoid part of me says incompetence or payback?  

[Oxo]

23 hours ago, tartantiara said:

I’m sorry, but I don’t see the big problem with having 4 towels but no hand towels, just use one of the big towels for your hands. ( first world problems ) 

Why do they have and put hand towels in cabins?

Maybe you may not use a hand towel, but others do.

If everyone used towels instead of

hand towels that would greatly increase laundry work.

(Not a first world problem, but still a problem and concern. You should get proper service since you paid for it.)

Happy Cruising!

[Bill Miller]

Yikes!

[m8zenblue]

The only issue we had with towels are we get too many, which is great !

They always give us fresh towels in the morning, afternoon and prior to returning to cabin in the evening.

We enrolled in the Stay Green, I think that's the name, anyway, after many X cruises you would never know, cabin attendants are always sprucing up our cabin !

They deserve a lot more than what they make !