Great ship - LOUSY customer service (on shore). They have no clue but act like they do!

Celebrity Edge Cruise Review to Caribbean - Eastern

Chefwoody

Contributor Level: Purser

Cruises: 7+ cruises

Review: 1

Helpful Votes: 47

Overall rating:

3.9 out of 5

7 Night Eastern Caribbean (Ft. Lauderdale Roundtrip)

Sail date: December 15, 2019

Ship: Celebrity Edge

Cabin type: Suite

Cabin number: 11269

Traveled as: Family (older children)

Reviewed: 4 years ago

Review summary

Celebrity has allot of work to do educating their customer service people and online as well. VERY DIFFICULT website to work through and the phone waiting time was never less than 40 minutes. When you wait that long you'd expect to get solid answers - but no!. One persons yes was another's no. My travel agent fared no better. She'd never been so frustrated in her career. Edge is no longer "new". They should have this portion figured out by now. Until I hear that they have - I won't be sailing with them again.

Embarkation

5 out of 5

We had a Sky Suite and 3 Veranda cabins. Our suite privileges gave us priority boarding and a great lounge to wait in.

Ship experiences

Food and Dining

4 out of 5

Specialty restaurants fared well. Main buffet pretty standard. Main restaurants standard as well.

Onboard Activities

4 out of 5

Pool never felt too crowded. Fitness center had decent equipment. Spa (thermal suite package) was really basic. Supposedly two steam rooms - a greek and an aroma therapy. Though there was NEVER any aroma's there no matter how many times we told them. Not much of a gambler but the casino was a no smoking venue!! SO NICE!!!

Entertainment

4 out of 5

Fun comedian - great stuff most nights at "The Club".

Children's Programs

2 out of 5

We brought our 2 year old grandchild (and her parents). We were told repeatedly that they'd have a crib for her onboard. We went out of our way to ensure a toddlers crib for a two year old was going to be in their room when we boarded. Nope. Once our butler found "THE" crib (only one onboard apparently) it was for an infant. No one over 15#. We had to create a "pen" out of a mattress from one son's cabin couch and pillows from all of ours. TOTALLY ridiculous!.

Service and Staff

5 out of 5

Stellar room staff and because of all the major reservation screw ups caused by (land) customer service and their general lack of knowledge and uncertainty - the concierge and I knew each other on a first name basis. Even she was dumbfounded by the reservation chaos. At one point we had 4 different dates and times for the supposed one time Chefs Table. Usually a very premiere event. The best was one room reservation confirmation card saying we had reservations for two at the Chefs Table at 6:45pm - 12/22... the date of our disembarkation.

Ship Quality

4 out of 5

Clean and new - though many of the hanging chairs are already in need of replacement.

Cabin / Stateroom

4 out of 5

Size is a bit small compared to other suites we've experienced.. but the deck (corner aft) was of good size.

Ship tip

Find a travel agent worth their salt and let them deal with all the crap you have to wade through getting assistance with your trip planning. DON'T believe the reservation times on your app (the one they encourage you to use onboard).

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