Beautiful ship - hit or miss service

Very smooth and pleasantFood

Great variety of food selections. I particularly loved the iberian ham carved at the charcuterie station.

We only utilized the pool, but it was great.

The shows and talent were great. I felt the costumes and choreography could improve. Sometimes it seemed a little cheesy.

We loved our room attendant, Lasjaya. He was so sweet, genuine, and always available. We never had to wait long for anything we requested, he learned our schedule, and seemed to always be nearby whenever we had a question or needed anything. The service in the restaurants was hit or miss. The Tuscan restaurant seemed to be much more well-run than any of the others. The service was genuine and on-point - very attentive and consistent. The other restaurants seemed to be more disorganized. We would have to ask for things multiple times (salad dressing that never came with the salad, drinks ordered) and we would be looking around for our server for 30 minutes. Our server at the Cosmopolitan was MIA - we never saw him, had to wait for drinks for 30 mins and ask for them multiple times, same with some food items. In Normandie, our server appeared annoyed to be taking are of us and we also had to wait extended times for basic requests. In Cypress, we loved our server, I forgot his name, but he was a newer server, originally from Greece, and he wore glasses. The service was not perfect - we also had to request dressing for our salads multiple times and waited roughly 10 mins before it finally arrived, but he was very engaging and kind, and you could tell he was genuinely interested in serving us and providing a good experience. The manager came by too and you could tell he cared as well. We only dined in Cypress for dinner one evening and I felt the negatives we experienced were more likely one-offs as you could tell a difference in how much they cared there as opposed to Cosmopolitan and Normandie. We also had a lovely girl come over and offer to push our son around the deck while we were eating in Tuscan our last night which was a very nice touch for us (and the surrounding customers). I feel awful I did not get her name as she was delightful. Lastly, there seemed to be a serious disconnect between the staff members throughout the ship. On a variety of occasions we received misinformation from staff members. One would tell us one thing and another would say something completely different. This was extremely frustrating and had us running around in circles at times, making us late and wasting time on our vacation. It was clear there needs to be more communication and training for the staff members on areas outside their direct discipline and on the ship's services in general. Most importantly if they do not know something for certain, they need to say that and direct us to the best person to assist, not give an answer they think is correct. One example of this...we rode the elevator with a housekeeping supervisor. We asked what time breakfast stopped in the dining restaurants. He told us that was not an option and we needed to make prior breakfast reservations to eat in there. I knew this was not the case as other members of my family had already had breakfast in the restaurants another day and they were not required to have a reservation. He also told us it was only an option to eat breakfast in Tuscan, not the other restaurants. Also turned out not to be accurate information...There was serious confusion and frustration over our reservation that never got resolved. We were one of 4 rooms that were all booked together and paid by the same person. My dad was hosting all of us and somehow everyone in my family (including the young adults) had concierge service, drink package, and basic wifi, and we did not. We knew prior that I would not be able to be in a concierge room as I needed a crib and had to be in a specific room not offered on the floors they were staying. However, we ended up being the only people in our group without the drink package and wifi as well. We spoke with guest relations about this and after spending over an hour speaking with them, they told us that they only way they could fix it was if we got in touch with our agent that booked us and had them fix it. This was unacceptable to me as I had already wasted time trying to deal with this during my vacation, and sadly, it soured our entire experience. I chose not to consider pursuing this as it had already taken away from my vacation and I don't drink enough to make it a big enough deal, but I felt Celebrity really dropped the ball in making this situation right.. Regardless of whether it was their fault, he booking agents fault, or a glitch in the system, it didn't matter. Someone should have used common sense to recognize that the highest paid room in our group (all paid for by the same person, at the same time) are supposed to have the same inclusions as everyone else in the group, and they should have remedied the issue. I have spent the past 14 years working for Marriott and Ritz-Carlton and this is absolutely not how any of the 8 hotels I have worked at around the country would have handled this from a customer service experience. I expected the tier of Celebrity to be on par with a JW Marriott brand, and it was not. I felt rather than giving the customer the benefit of the doubt and using basic common sense, it was more important that they potentially save the company a few hundred dollars than it was to make the situation right and satisfy the customer. This issue truly put a damper on everything we did as everyone else in our family had access to different services and amenities than we did which was absolutely ridiculous. The attitude that this was our problem and not Celebrity's was horrible and hurtful.

Immaculate! I was incredibly impressed with the cleanliness of the ship all over and the overall efficiency of the room layout.

We loved our room. Everything was perfect there!

Confusion over when/how to leave. No one in our group quite understood the disembarkation process. Some of us got tags for our bags to be picked up, others did not, we have no idea why this was. We all had different times, also not sure where the times came from. Ultimately, we ended up just taking our own bags and leaving whenever we wanted and it ended up working out fine, but better and more direct communication around this would have been helpful. Maybe have the servers assisting the last evening trained on how to instruct passengers to prepare for their disembarkation and ask at the end of dinner if anyone had any questions or confusion on the process for the next morning...