March 2014 - Celebrity Century to U.S. - Pacific, Northwest
I would like to preface this review by saying that my husband and I are avid travelers and cruisers and we are not the complaining type. If you look at my reviews on this site and other sites, I tend to never leave bad reviews. Our experience has to be pretty bad in order for us to even think about leaving a bad review and this experience fits the criteria.
My husband and I had a terrible experience on our recent Pacific Coast cruise on the Celebrity Century Ship. The first issue had to do with our luggage. We boarded the ship and while all of the other passengers received their luggage, we were informed that ours could not be found. The concierge explained that perhaps it had been delivered to another room on our floor or it might be on a completely different floor entirely. My medication and all of my valuables were in my suitcase, and we would have had to leave the cruise at our next port if they didn’t locate it. After 2 hours of complete panic, we were notified that our bag was found. On the same night we notified the front desk that our television wasn’t working. They said that they would have someone come up to the room right away to fix it and the man explained that it was too big of an issue to fix that evening so he would send someone by the next morning to switch out the TV. Unfortunately, by the third day the issue still hadn’t been addressed. Initially when we booked our cruise, we selected our time and seating for the main dining room on the ship. We selected a table for 4 people, for my husband and I and our two friends. When we arrived for our dinner, my husband and I were escorted to a table for 6 with 4 people we didn’t know already sitting down. We explained the situation to the host and he brought us to the dining manager and we sat with him for 20 minutes so that he could rectify the situation. Once they handled our seating arrangements, the 4 of us were seated at a 10-person table because they didn’t have any smaller tables available. My husband and I, along with our 2 friends were less than impressed with the food. We each ordered different appetizers, entrees, and deserts and we all agreed that the food was pretty terrible. The ship itself is extremely outdated and has its own old moldy distinct smell. You really couldn’t escape it and I understand that the ship is old, but if you’re going to keep an old ship in operation, I think it’s worth taking better care of it. In addition to the smell, many areas of the ship looked dirty and neglected. The food on the ship in the main dining room, in the buffet and in their specialty restaurant, Murano, was awful. In the main dining room, everything looked and tasted like a TV dinner. In the specialty restaurant Murano, the food was so loaded with salt and cream that my husband felt sick and we ended up leaving before they could even bring out our entrees. The buffet was probably the best food that the ship had to offer and that’s really not saying much. It seemed to be the safest in terms of taste and appearance. On the third night the water was extremely choppy and my husband was vomiting in the bathroom for the majority of the night. While I was walking around the ship that evening, it was a ghost town and the people that were out and about were complaining about how rocky the boat was and staff members even put barf bags in each of the elevators in case the passengers couldn’t make it to their bathroom. Considering how sick my husband was feeling and how bad the cruise was going, we figured we had to get off the boat and just be done with the cruise. We decided to pack our things and exit in San Francisco. When we spoke with the front desk staff, we were told to speak with Aelred Almeid (the ship’s documentation officer). We told him about our situation and he explained that we would each have to pay a $300 fine if we wanted to exit the ship. I was in complete shock and Aelred said that he would talk with Cameron Robertson (the guest relations manager) and explain the situation to him and call us back in our room. Aelred called about an hour later and told us to come and speak with Cameron Robertson. When we explained our situation to him, I started to break down in tears because I was just so upset about everything we had been through up to this point. Cameron was extremely cold and told my husband and I that it was too bad and there wasn’t anything he could do. He didn’t offer us any alternatives, any compensation, but most of all any compassion. Even if there wasn’t anything Cameron could do about the penalty fees, he could have at least shown my husband and I some compassion. He looked at me and said in a cold rude tone, “well your husband looks fine now.” When I told him he was being very cold and rude to us he said, “well if you want to leave, just leave.” If this is how Celebrity Cruises treats their passengers, I want nothing to do with them. My husband and I love every cruise line we’ve ever been on…Norwegian, Princess, and Holland America. Our Celebrity Cruise on the Century was the cruise from hell. To put someone in charge of guest relations that could care less about an experience as bad as ours was a HUGE mistake. I wouldn’t recommend this cruise line to anyone and due to this experience, I will never cruise with them in the future.