July 2016 - Celebrity Silhouette to Europe - Northern Europe
I have been on cruises with Celebriy in the past. I found the ships, staff and service to be outstanding. Once I find a product that I am happy with I loyal to the brand. Because of this we booked our cruise through the Baltics and Russia on the Celebrity Silhouette. Our room was a Celebrity Suite (suite 1233) which cost us almost $1,000 per night. The room showed some signs of wear and could use some TLC. The staff was outstanding, polite and professional. The ports of call were awesome, although we anchored at sea and only got one day in St. Petersburg, as opposed to two as listed on the itinerary. Soon after we started our cruise we noticed odors coming from our bathroom and permeating throughout our suite. We reported this to the staff and immediately maintenance showed up to our cabin. The smell was a result of sewer gas emanating from the bath tub drain. The initial maintenance action was to run the tub faucet to flush the gas. Although the smell went away it soon reappeared. Next they brought reed diffusers into the cabin to mask the smell, but the gas reappeared. After this they dumped large quantities of a white liquid down the drain but soon the gas was back again. After once incident we left the room and when we returned we were overwhelmed with the smell of chlorine after we opened the door. My wife has Graves' disease. She felt sickly during the cruise. The problem was relentless. They worked on the plumbing lines, installed a vacuum breaker but they never could get rid of the odor. We inquired about another cabin but were told they were full. Finally we asked maintenance to leave us alone. We just kept the tub stopper closed and filled the tub with water. Once my wife took a shower and soon we had loud sounds of sewer gas (and odors) gurgling from the tub. I took a video of the loud gurgling which I showed the Silhouette Guest Relations Manager and later forwarded to Celebrity. Although I requested nothing I received a future credit of $1,000 per person to be used on the purchase of a future cruise, within a year, special offers and holiday sailing dates excluded. YOU HAVE GOT TO BE KIDDING ME. CELEBRITY RUINED OUR VACATION AND THEIR SOLUTION IS TO SELL ME ANOTHER CRUISE!!!!! I informed The Guest Relations Manager that I felt this was woefully inadequate. He promised that he or someone else from Celebrity would get back to me. Did he? NO. I called Celebrity again and was reassured that they would get back to me. Did they? NO. Finally I called the Celebrity Conceierge and was referred to Tiffany. I requested a refund of cruise. She said Celebrity does not issue refunds but rather credit vouchers. After a few days she said Celebrity would give us a credit voucher for $1,600 per person but no refund. I informed her that I did not feel this was commensurate for what we had been put through. Eventually Celebrity did issue us a refund of less than 1/2 of our cruise fees or approximately 1/3 of our total fees including airfare. I appealed to the Celebrity CEO but only got what I would call the "yes sir, yes sir, three bags full" response. I WRITE THIS BECAUSE THE BUYER SHOULD BE AWARE. I FEEL THAT CELEBRITY IS LESS CONCERNED ABOUT THE CUSTOMER THAN THEIR BOTTOM LINE. For $1,000 a night you can expect to get a suite and all meals at a Four Seasons or Ritz Carlton and still have money left over. If there is a problem you can rest assured they will resolve the problem. If they don't, check out and go to their competitor. You don't have this option once you are on the open seas on a cruise ship. THE TRUE MARK OF A QUALITY ORGANIZATION IS HOW THEY RESOLVE PROBLEMS AND ADVERSITY. CELEBRITY CRUISES has failed to pass the muster on this test. Because of this I will not cruise on another ship owned by RCCL (Royal Carribean Cruise Line). I just don't think they care about anything except for making a profit. Don't let the cruise of your dreams turn into a nightmare.