⭐ 1-Star Review: Deeply Disappointed in Celebrity Cruises — Loyal Guests No Longer ReturningI’ve sailed with Celebrity Cruises for years and have always appreciated the quality and service they were known for. Unfortunately, our most recent experience—and the way Celebrity handled it—has made it clear that the company we once trusted no longer prioritizes its guests.1. Major Itinerary Change With No Real CompensationLisbon, Portugal was the entire reason we booked our Celebrity Eclipse sailing. After a port strike forced them to remove Lisbon, Celebrity substituted Seville—a port we’ve visited several times and did not enjoy. While I understand that itinerary changes can happen, the lack of any meaningful acknowledgment or compensation was extremely disappointing. The token offer we eventually received was nowhere near proportional to the impact of losing the highlight of our trip.2. Multiple Service Failures OnboardBeyond the itinerary change, the ship itself fell far below Celebrity’s usual standard:• All three soft-serve ice cream machines were inoperable for most of the cruise—something we enjoy daily on sailings.• The Oceanview Café bar was consistently understaffed, resulting in long waits for basic service.• My wife’s onboard medical treatment was both overcharged and poorly performed; the stitching on her forehead will now need to be corrected.• For the first time on Celebrity, the main dining room food was so underwhelming that we skipped it on multiple nights.3. Misleading “Unlimited” Dining Package for Our Next CruiseWe already have an upcoming Equinox cruise booked for April 2026 and even pre-purchased the Unlimited Specialty Dining Package to avoid repeating the dining issues we experienced. Only after purchase did we learn that Tuscan Grille isn’t even included. The exclusions feel excessive, misleading, and out of line with what “unlimited” implies.4. Drink Package Quality Has CollapsedThe Classic Drink Package has become so limited—and filled with endless upcharges—that it no longer feels like a value at all. Paying $19 for a beer that normally costs less than $5 reflects Celebrity’s pattern of giving less while charging more.5. Customer Service Follow-Up Made It Clear They Don’t CareWhat ultimately pushed us to write this review was Celebrity’s response after we reached out directly. The goodwill gesture offered did not come close to addressing the issues we experienced. When we expressed this, the follow-up call made it abundantly clear that Celebrity’s customer service did not care if we canceled our upcoming cruise. For longtime loyal guests, this was incredibly disheartening.________________________________________Bottom LineCelebrity used to be a premium cruise line that valued its guests. After this experience, the declining service quality, the misleading package offerings, and the dismissive attitude from their customer service team have convinced us that this will be our last time sailing with them unless they meaningfully address these issues.
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