They throw away your lost clothes

Here's something that happened on Friday August 25, 2017 the last  day of our Alaska Cruise on the Solstice.  I accidentally left my favorite UCLA hat hanging on my stateroom door (1655) when I disembarked.  I tried to get back on the ship two minutes after I walked down the gangway and they refused to let me go back and get it.  My daughter (who was traveling with us) had given that hat to me as a Christmas gift and it was special to me, so I called the Celebrity customer service line the next day expecting them to help me retrieve it, because here is what their website says:

"We are sorry to hear that you are missing a personal item. We make every effort to recover all lost items from onboard our ships and conduct thorough investigations into these matters. If you have not already done so, please contact us at 1-844-418-6824 ir via email at at your earliest convenience, so that we may assist you in beginning the process of locating your item. This team will conduct an extensive search for your missing item and provide a response within five business days."


However, this is not true.  Celebrity customer service told me on the phone they throw away all lost clothing after the cruise.   So my prized hat has been thrown away.  The Celebrity website is entirely mis-leading.  They do not "make every effort to recover all lost items from onboard our ships"


So anyway, this lack of customer service really bothered me and I wanted others to know.  I have now cancelled all my future cruises with Celebrity  (I had several booked) and will look for another cruise line the next time we cruise.    

Tags: Celebrity Cruises Lost and found means lost forever

45 Answers

I did try talking to two different phone agents the morning after we arrived back in port. When the second agent confirmed the policy I told her to cancel my upcoming Celebrity Cruises because I was pretty bugged they were so rigid. She was sorry I was canceling, and tried to get me to reconsider, but offered no solution to the problem. She just said "sorry that's the policy". I keep hoping that just maybe our cabin steward has put the hat in the mail and it will appear any day now. I did double and triple check our room before I left, opened all the drawers, looked under the bed, I just neglected to look up at the hook on the wall. I do think I could have talked my way back onto the ship had I known they were going to throw it away. Eventually a crew member would have come down the gangplank and I could have offered them $20 to go get my hat, or just pleaded my case, and probably would have been escorted back to my cabin. The Solstice crew seemed very customer oriented when we were on the ship and I think they would have helped, certainly more than the customer service people on the phone, who aren't willing or able to do anything. Still kicking myself for leaving the hat on the hook.

Not to be mean or anything, but it is a hat. It can be replaced. No need to make yourself miserable about it.

I find it very easy to believe that they would throw any found clothing in the trash at the first possible moment. Although I am sure you are a relatively clean individual, the line cannot be sure of who was wearing a found piece of clothing and what their hygienic habits may have been.

I'm gonna go with the original poster on this. I left my Hibachi grill on the balcony. I dashed back to get it. Bullied over the steward and barged into my past cabin.. Dam... Yep.. It was taken and they wouldnt return it. I bet the crewmembers are enjoying It as

I write this.Angry

Hella glad Todd is back!!!

Big Smile

At least you kept your rice cooker!Big Smile

Some times its fun to barge into a ridiculous complaint... Come on... A hat?

Barged in with horns!!! Wink

If it had been a USC or Oregon hat we would understood why Celebrity threw it away. Same for a Stanford or Arizona hat. However this was a UCLA hat and it was a limited edition color, no longer available, and it looked really good on my head. All kidding aside, I can understand throwing away used socks and underwear, but not a hat in obviously good condition.

Also, as to hygiene. Our cabin steward knew we were clean and tidy individuals who travel with clean clothes, and take lots of showers. Impossible for him not to notice, but nobody asked him.

The cabin stewards are so busy on debarkation morning getting the rooms cleaned and ready for the next guests, that he probably didn't even notice who's room it was. They have so many rooms to strip and clean that the rooms all look alike. Items clothing left behind are likely all tossed together in a bag and put for trash. Some guests likely leave things behind they no longer want, even if they are in perfect condition, so it's not up to the steward to decide if it is a forgotten item or a trash item.

I agree the Stewards are super busy but it wouldn't be hard to collect left behind clothing and put it in lost and found for a few weeks to see if somebody wanted it back. They could even charge a fee to send it back. Celebrity charges a fee for just about everything else on the ship so why not this? I don't blame the Steward, he was really quite excellent, and likely just followed company policy, threw the hat into the trash, and went off to enjoy the rest of his day. It was my fault for leaving it. I won't make that mistake again because I won't be on Celebrity again, unless they change their policy and provide the level of customer service they claim on their website.


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