I'm seeing several reports of what happens when you test positive for Covid while onboard a ship and I thought I would share my recent experience.
We were booked on the Equinox departing on September 26, 2022 (10 day) and a second B2B leg leaving on October 6, 2022 (9 day). We were booked in a standard veranda cabin on Deck 8. We tried to be responsible. We didn't go to any shows and avoided crowded elevators or for that matter crowds anywhere. The Equinox was ailing at near capacity with about 2600 guests. Around day 6 or 7 or the first leg I started to develop a sore throat and I hoped it was just a common cold. We were vaccinated with the latest bivalent Covid booster a little more than 2 weeks before we left for the cruise. I had a supply of my own Covid tests if we felt sick. My plan was to control my own destiny if we got sick with mild or no symptoms. Under those conditions we would responsibly self-isolate but perhaps not report to medical.
However, early morning on day 8, I got the chills, nasal congestion and started to develop a cough. I tested myself and tested positive. Although my symptoms weren't severe, I wasn't having much fun. After thinking about the situation, I called Medical to self-report.
Medical told me to immediately come to Medical for testing and to have my DW also come along. Since I was having symptoms, I think they did some kind of PCR test that took about 30 minutes and my wife did not have any symptoms, she was given an antigen test. I tested positive and my DW tested negative. I was given a bottle of generic DayQuil, some Ibuprofen and we were both escorted back to our cabin and instructed to stay in our cabin. My DW did not have the option of moving to another cabin because no cabins were available.
We were escorted back to the cabin by staff member wearing an N-95 mask through the crew elevators and interior hallways. Gone are the days of Hazmat suits.
The Equinox has something that I have not heard described on other ships, a Quarantine Concierge. He was our single point contact for anything we needed and it worked very well. About an hour after we returned to our cabin the Quarantine Concierge stopped by and gave me a copy of my positive test results and letter describing what Celebrity would do for me. Celebrity would provide any drugs or medical care I needed, we were given access to the main dining room menu for room service, room service for anything that was part of our drink package, upgraded our internet to streaming, given access to telephone service and pay per view movies. When we returned to Fort Lauderdale Celebrity provided car service to anywhere we wanted to go. I kept my TA informed of my situation and told her that she didn't need to do anything.
The Quarantine Concierge indicated that my prorated refund for my first cruise and a refund for the second cruise would be handled automatically 7 to 14 business days after we returned. He also said that Celebrity was not providing any reimbursement for hotels in Fort Lauderdale because we could fly home whenever we desired. This was in contradiction to what was published on Celebrity's website.
Quarantine went well. Medical called every day to check on me, the Quarantine Concierge checked in with me to make sure everything was ok, room service was always quick and called ahead of time to get our meal orders. The staff did not seem too concerned that I was Covid +. Room service delivered our meals into the room and the cabin steward came to the room to pick-up garbage and deliver fresh towels. Everyone was wearing a N-95 mask. Quarantine was ok, but I think it would have been difficult if we did not have a balcony. I made arrangements to stay in Fort Lauderdale and Celebrity had a premium car service take me to the hotel. There wasn't any discussion about staying on the ship for the second cruise, I'm not really sure if that was an option. I asked several times if they many Covid cases and all they said was a few.
After I returned home, I waited 7 business days and then I called to find the status of my refunds. I was transferred to the Engagement Center and the agent took all of my information. My refund process had not started. Maybe if I had waited another week it would have started but I doubt it.
According to the Engagement Center, my TA needed to call and report the issue for the refund process to get started on the cruise where I was quarantined. The second cruise where I was denied boarding, the Engagement Center was able to start the process.
For the quarantine cruise the prorated refund is based on the cost of the cruise but the fees and taxes as well as the Celebrity CruiseCare Insurance are not prorated. For the cruise where I was denied boarding, the taxes and fees are refunded but the CruiseCare Insurance is not refunded. Supposedly they will also refund shore excursions, upgraded internet and Specialty Dining that I purchased. I'm a little irritated about the CruiseCare insurance because the cruise never started and I would have received the same refund even if I didn't purchase the insurance. Supposedly another 30 - 40 days to process the refund. I'll report back when the refund come through.
So overall grades for Celebrity: Onboard Care: A+, Shoreside Refunds: Incomplete.