April 2016 - 7 Night Southern Caribbean (San Juan Roundtrip) Cruise on Celebrity Summit
Disappointed with service
My wife and I are big fans of the Celebrity cruises; we have been on approx. 8-9 cruises with several trips including the Mediterranean, Baltic countries, the first wine immersion cruise Celebrity developed out of South Hampton, Ireland, Greece and the Caribbean, and we have been on the Summit before.
However – and this surprised us - this cruise was not up to the standards that we come to expect out of Celebrity Cruises!!!!!!!!!!!!
We encountered a number of issues:
Low water pressure making it difficult to flush toilets and weak showers On the back of the ship - level 10 - were we routinely went for breakfast and late night relaxing, the tables were not cleared off, it got to a point where guests were stacking dirty plates on one table just to have a clean one to utilize and we heard a senior officer on his phone fussing at the maître de Could not find eating utensils at the back area nor along one whole side of the buffet line. I had to go completely to the starting area. Typically only one side of the buffet lines were fully opened My wife upgraded her drink package so she could have better wine and large bottles of water but the areas to get water were constantly out of the larger bottles and we were routinely advised they would get some later but it never happened She requested Malbec Wine at the Rendezvous Lounge for two nights, on the third night the bartender advised they did not have and had not had that wine available and walked off.. Luckily we talked to another bartender named Marc who is great about the wine situation and he pulled a bottle out. We came back again for some more and he advised his area did not have any more and he would have to see if the dining area had any. Wine at the pool area was left out in the sun and was extremely hot and when we advised the gentleman working the table he just shrugged his shoulders and went about helping another guest The refrigerator in our room did not keep anything cold No hot water on the morning of Saturday the 23rd ,the last day! Victoria at the front desk was not very pleasant when we asked for information about early disembarkation A lady at the security checkpoint to get back on the ship in Antiqua was also very rude. The library that we have always liked to utilize was less than half full on one level and many of the books of choice were not in English; in walking into the other floor (8) we were advised by the concierge this was now her office but hadn’t been converted yet so still appeared to be a library – with a handful of books on the shelves.
We talked to many people who advised that this was their first time on Celebrity and some who had utilized Celebrity many times in the past and they all were not impressed at all with the service and seemed to not be fully staffed; we also heard many comments about the dining room food not be heated properly. We even heard some of the Celebrity senior officers heads talking amongst themselves at the coffee bar that there were issues that needed to be addressed and were not.
We have always recommended Celebrity as the best for upscale service and enjoyment but after this cruise I question whether I would continue making that statement. Is this a one ship situation or now the norm across the Celebrity fleet line?