We were just on a cruise November and were told we had no butler. We ask why this wasn't conveyed to us prior to getting on and they said we should have been. We tried using our cabin Stewart the first day to get coffee every morning at 7am and that was a disaster taking 45 minutes longer to arrive along with several phone calls and being told it hadn't been registered to arrive yet they called to ask what time did we want 7 am or 7.30 that was at 7.15. Anyway it went downhill from there, we were told that there is a head butler called John who we never ever saw ,never introduced himself to us no card in the room and the dedicated "Team" was confusing to say the least who did what that your butler used to do. No central point of contact, as to food delivery, laundering, coffee, mending of buttons reservations etc etc. The new CEO had already sent out a note saying they were trying to get more "Family friendly" I spoke to her assistant and she said the cleo was furious, not that she denied the premise, and our New Orleans cruise was changed from 12 days to 8 days with three weeks to decide but we wouldn't know what the price difference would be for over three weeks so had no choice to cancel it. In the end we told the head concierge at the retreat all of this and about three days later we both got a $500 future cruise credit each. We are due to go on another jan 2024 which we booked way back in March and are going to ask first thing to clarify this team approach and to be honest I will be expecting another future cruise credit for both os us as a butler is what we expected and had paid for in our initial booking. Sorry to go on so long but that is our story. If they change access to lumina next then we are done with Celebrity I am sick of being treated as a second class suite customer when we paid for an elevated experience