Best of Miami tour left a bitter taste

This was our first celebrity and Caribbean cruise as we usually sail with RCC so we didn't know what to expect. We loved the 10 night cruise. Thought the ship and staff we great. Found the food to be slightly under what we are used to however we thoroughly enjoyed the cruise. Our flight home hasn't until 5.10 pm so we decided to book a tour of Miami to fill up a few hours. It was an open topped double decker bus tour of Miami which would end at the airport where we would be reunited with our luggage, well at least that what we thought. The reality was we were dumped at Central Station and waited in a very long line in the heat with bus fumes pouring out on us for well over an hour waiting to drag our cases off a van.Another cruise line dropped people off too so you can imagine the chaos. We were then told to get bus 526 which would take us to Miami airport. We got to the bus with 3 other couples just as the driver was closing the doors and he announced he was full. We asked what we should do and he shrugged. Not his problem. There was no Celebrity staff there to help us so we asked some ladies from The Big Bus Tour to help us. They couldn't have been less interested and sorted out another group who came after us and were left off the Ft Lauderdale airport bus. After another hour in the heat with no water or sun block we were bundled into a cab and were on our way home.

Not a great end to a cruise. I phoned customer relations when I got home to complain and was met with apathy and offered half the tour cost back. I wasn't told I was being charged for a premium rate call and was kept on the phone for 45 minutes so half of the refund was wasted on the call. I haven't received a penny after 9 days and my follow up email has been ignored.

I will not be booking Celebrity again

Sorry to hear that. It’s a third party contractor but Celebrity should be giving you a full refund if the tour was supposed to drop you off at the airport and did not. I don’t know why you were kept on the phone for 45 minutes, but I would call back customer service and ask to speak to a supervisor.

We rarely take cruise line tours but did a horse back riding tour from Antigua. The van driver that was supposed to pick up our group after the ride and take us back to the ship did not show up, and we waited in the hot sun for 45 minutes. In this case someone from shore excursions was on the tour. They gave a full refund which we did not expect.

Have you contacted your credit card company about the promised refund?

Sent from my iPhone using Forums

I would phone again but the last call cost £23.00 and I fully expect to be kept holding for that time again so I shan't bother. It wasn't the fact we were dropped off and waited 2 hours to get a connection to the airport which was pretty bad in itself it was the lack of care at the bus station with no information and the response of Celebrity on our return.

The last thing you want or expect on the final day of your holiday is to be messed around and have a bad experience I would have thought celebrity would be bending over backwards to restore our faith in them but they have done the opposite. For a measly £50.00 they have done themselves a dis service by only refunding half the cost of the tour.

I would phone again but the last call cost £23.00 and I fully expect to be kept holding for that time again so I shan't bother. It wasn't the fact we were dropped off and waited 2 hours to get a connection to the airport which was pretty bad in itself it was the lack of care at the bus station with no information and the response of Celebrity on our return.

 

The last thing you want or expect on the final day of your holiday is to be messed around and have a bad experience I would have thought celebrity would be bending over backwards to restore our faith in them but they have done the opposite. For a measly £50.00 they have done themselves a dis service by only refunding half the cost of the tour.

Someone on this forum may have a better email contact for you. Some people make requests I don’t agree with, but this situation and current outcome is unacceptable.

It looks like you are in England. In this day and age phone service is relatively inexpensive and Celebrity should have a toll free number for customers in England to customer service in Miami. In the US I pay one monthly fee for unlimited calls within the US (plus Canada and Mexico). I’ve seen numerous posts discussing the costs to call Celebrity customer service and with a ship home ported in England you would think there would be better service.

Sent from my iPhone using Forums

I would phone again but the last call cost £23.00 and I fully expect to be kept holding for that time again so I shan't bother. It wasn't the fact we were dropped off and waited 2 hours to get a connection to the airport which was pretty bad in itself it was the lack of care at the bus station with no information and the response of Celebrity on our return.

The last thing you want or expect on the final day of your holiday is to be messed around and have a bad experience I would have thought celebrity would be bending over backwards to restore our faith in them but they have done the opposite. For a measly £50.00 they have done themselves a dis service by only refunding half the cost of the tour.

I have these free phone UK numbers for Celebrity 00800 2404259 0800 0182525 0800441 4055

The charges from the UK to Celebrirty are awful they only have the premium rate number on everything.

I am sorry you had a rotten end to your cruise, I had read the same complaint as yours several times about the ho ho bus tour dropping people back at the central station and then having to wait ages for the airport bus. This problem affects all the cruiselines not just Celebrity.

I have these free phone UK numbers for Celebrity 00800 2404259 0800 0182525 0800441 4055

 

The charges from the UK to Celebrirty are awful they only have the premium rate number on everything.

 

I am sorry you had a rotten end to your cruise, I had read the same complaint as yours several times about the ho ho bus tour dropping people back at the central station and then having to wait ages for the airport bus. This problem affects all the cruiselines not just Celebrity.

Thanks for your reply, I will try the free phone numbers but I am not expecting a better response than the one I received TBH. XX

Thanks to Elaine for explaining that the HOHO bus drops people off at Central Station and this tour does not include a direct airport drop off. Is this explained in the literature when booking this tour? I thought this was a tour at the end of the cruise which is supposed to go directly to the airport and did not. That is why I said the OP should be due a full refund since the tour was not as advertised. So what are passengers on this tour expecting? Are they told they will have to switch to an airport bus?

The question is whether the end of cruise tour was as described.

Sent from my iPhone using Forums

Thanks to Elaine for explaining that the HOHO bus drops people off at Central Station and this tour does not include a direct airport drop off. Is this explained in the literature when booking this tour? I thought this was a tour at the end of the cruise which is supposed to go directly to the airport and did not. That is why I said the OP should be due a full refund since the tour was not as advertised. So what are passengers on this tour expecting? Are they told they will have to switch to an airport bus?

 

The question is whether the end of cruise tour was as described.

 

 

Sent from my iPhone using Forums

It wasn't actually the hop on hop off bus tour it was called The Best of Miami your on a bus. We stayed on the same bus which is why I assumed our luggage would go with us to the airport when I booked the tour. When we put the cases on a van again I assumed the van would meet us at the airport with our luggage. I can't find the actual description of the tour now. If it was our mistake and the drop off at central station was mentioned then I accept that, what I don't accept is the utter chaos and 2 hour wait in the heat with no help from anyone. The advisor from Celbrity when I phoned said there would have been boards up with shuttle bus times etc but there was nothing. We were herded towards a bus but this was full and no one told us what to do until we managed to find a tour bus guide. It was distressing for us as we are quite able and healthy but I dread to think how an older less able person would cope with this.

I am sorry that this happened to you.

But I have a hard and fast rule that would have, at least, saved you the £23 phone call. When it comes to money, I do EVERYTHING in writing. Email makes this easy and cost free. I will often use multiple email addresses for multiple departments or individuals. A phone call gives me nothing but a verbal promise from one employee who may just be saying what you want to hear to move on. But a response in writing is documentation. In the US it's even admissible in court.

On those very few occasions where a phone call just makes more sense, I ask the person to send ME an email confirming our discussion and resolution.

In any event, expecting a credit to turn up on your cc account in only nine days is, unfortunately, unrealistic. I've worked in finance offices. Expect to wait 3-4 weeks. It makes ZERO sense; nevertheless, that's the way it is.

Agree with the above poster about e-mail, but if you must call, I recommend Skype.

It is inexpensive and easy.

....

 

But I have a hard and fast rule that would have, at least, saved you the £23 phone call. When it comes to money, I do EVERYTHING in writing. Email makes this easy and cost free. I will often use multiple email addresses for multiple departments or individuals. A phone call gives me nothing but a verbal promise from one employee who may just be saying what you want to hear to move on. But a response in writing is documentation. In the US it's even admissible in court.

 

....

Good advice!

My only addition would be to stick to email and avoid other means of electronic written submissions, like those feedback forms on a company's website - you fill them in, press submit and you have no record of what you've submitted.

My wife has noted that some company's are now demanding complaints be put in writing and will not accept emails - effectively putting in a hurdle in your way to complain. Certainly in the UK in some circumstance this is not allowed and any authorised company representative is required to accept a complaint.

The Ultimate Miami Experience with Lunch and Airport Drop Off

Miami, Florida

October 23, 2018

Code: MI69 Prices: Adult 89.00 / Child 79.00 USD Restrictions: N/A Duration: 3 hrs Departure Times: Oct 23, 09:00 am

Uncover the treasures of Miami on this VIP journey to the city’s artistic, cultural, and natural havens. Board our comfortable and stylish coach bus with mood lighting, unlimited bottled water, and convenient luggage storage. Your journey begins with a walking tour through the celebrated Art Deco District. Admire the incredible historic architecture. Then, have your camera ready for the characters and sights of Ocean Drive. Enjoy an active walk to the Lifeguard Headquarters on Miami Beach and take a brisk beach walk. After, travel to Wynwood’s street art district and see the Wynwood Walls, a unique outdoor graffiti museum. Then, enjoy a delicious early lunch at La Carrreta, a famous Cuban Restaurant. Finally, we’ll chauffeur you to the airport for your flight home.

Highlights:

• Have your camera ready for incredible photos on Ocean Drive and the Art Deco District.
  
• Enjoy a fun beach walk in the Art Deco District.
  
• See the Wynwood Walls, a unique outdoor urban art museum.
  
• Savor a delicious lunch at La Carreta.
  
• Discover Miami in comfort and style with unlimited bottled water on the coach, luggage storage, and transfer to the airport.
  

What to Bring:

• SeaPass card and photo identification
  
• Camera
  
• Sun protection
  
• Cash/credit cards
  

What to Wear:

• Walking shoes
  
• Hat and sunglasses
  

Important Notes:

• Guests must be able to walk approximately 1000 yards (45 minutes of walking on flat and paved terrain) and negotiate several steps, if they choose to walk. Guests may also choose to remain in the coach. Walking is not mandatory.
  
• Guests in wheelchairs and others with limited mobility should not select this tour.
  
• Music will play in the bus all day.
  
• This tour is suitable for passengers with domestic flights from MIA after 2 p.m. and after 3 p.m. for international flights; or for passengers leaving from FLL with domestic flights after 3:15 p.m. or 4:15 p.m. for international flights.
  
• Passengers who use wheelchairs can arrange a private tour.
  
• Driving tour is narrated in English, Spanish, French, Italian, Russian, German, Portuguese, and Mandarin.
  
• English tour is broadcast from the speakers in the bus. Passengers who speak another language will be provided with headsets.
  

This is what is listed in the Shore Excursion brochure for our upcoming cruise out of Miami.

"Finally, we’ll chauffeur you to the airport for your flight home"

Sadly, that says nothing about how or what will be their transportation vehicle, nor how long you will be waiting for it.

Agree with the above poster about e-mail, but if you must call, I recommend Skype.

 

It is inexpensive and easy.

Good advice, but for those who aren't do internet savvy, Skype can be a pita to set up especially when you're going to be calling a non Skype recipient.

"Finally, we’ll chauffeur you to the airport for your flight home"

Sadly, that says nothing about how or what will be their transportation vehicle, nor how long you will be waiting for it.

And it's also not an open-topped double decker bus like the OP mentioned, so I'm wondering if Celebrity changed the tour?

Email Celebrity at CelebrityOneTouch@Celebrity.com But be prepared to wait for a reply. Write a polite email, explaining what you booked, what you experienced, and how you are disappointed that such a wonderful vacation ended on that note. Don't complain about anything else. You might let them know you called, but then found that the call was quite expensive from the UK, and that you'd like to handle everything in email.

Outline in short bullet point, and state what you desire. State that you desire a refund for the tour, as it was not handled in a Celebrity fashion.

And it's also not an open-topped double decker bus like the OP mentioned, so I'm wondering if Celebrity changed the tour?

1. I don't think Celebrity controls the tour. It's subcontracted.

2. Which is why I suspect they leave the description pretty darn vague. "chauffered to the airport"? ??

The Ultimate Miami Experience with Lunch and Airport Drop Off

 

Miami, Florida

October 23, 2018

 

 

 

 

Code: MI69 Prices: Adult 89.00 / Child 79.00 USD Restrictions: N/A Duration: 3 hrs Departure Times: Oct 23, 09:00 am

 

Uncover the treasures of Miami on this VIP journey to the city’s artistic, cultural, and natural havens. Board our comfortable and stylish coach bus with mood lighting, unlimited bottled water, and convenient luggage storage. Your journey begins with a walking tour through the celebrated Art Deco District. Admire the incredible historic architecture. Then, have your camera ready for the characters and sights of Ocean Drive. Enjoy an active walk to the Lifeguard Headquarters on Miami Beach and take a brisk beach walk. After, travel to Wynwood’s street art district and see the Wynwood Walls, a unique outdoor graffiti museum. Then, enjoy a delicious early lunch at La Carrreta, a famous Cuban Restaurant. Finally, we’ll chauffeur you to the airport for your flight home.

Highlights:

• Have your camera ready for incredible photos on Ocean Drive and the Art Deco District.
  
• Enjoy a fun beach walk in the Art Deco District.
  
• See the Wynwood Walls, a unique outdoor urban art museum.
  
• Savor a delicious lunch at La Carreta.
  
• Discover Miami in comfort and style with unlimited bottled water on the coach, luggage storage, and transfer to the airport.
  

What to Bring:

• SeaPass card and photo identification
  
• Camera
  
• Sun protection
  
• Cash/credit cards
  

What to Wear:

• Walking shoes
  
• Hat and sunglasses
  

Important Notes:

• Guests must be able to walk approximately 1000 yards (45 minutes of walking on flat and paved terrain) and negotiate several steps, if they choose to walk. Guests may also choose to remain in the coach. Walking is not mandatory.
  
• Guests in wheelchairs and others with limited mobility should not select this tour.
  
• Music will play in the bus all day.
  
• This tour is suitable for passengers with domestic flights from MIA after 2 p.m. and after 3 p.m. for international flights; or for passengers leaving from FLL with domestic flights after 3:15 p.m. or 4:15 p.m. for international flights.
  
• Passengers who use wheelchairs can arrange a private tour.
  
• Driving tour is narrated in English, Spanish, French, Italian, Russian, German, Portuguese, and Mandarin.
  
• English tour is broadcast from the speakers in the bus. Passengers who speak another language will be provided with headsets.
  

 

 

 

 

This is what is listed in the Shore Excursion brochure for our upcoming cruise out of Miami.

This was not the tour we went on but thanks.

Email Celebrity at CelebrityOneTouch@Celebrity.com But be prepared to wait for a reply. Write a polite email, explaining what you booked, what you experienced, and how you are disappointed that such a wonderful vacation ended on that note. Don't complain about anything else. You might let them know you called, but then found that the call was quite expensive from the UK, and that you'd like to handle everything in email.

 

Outline in short bullet point, and state what you desire. State that you desire a refund for the tour, as it was not handled in a Celebrity fashion.

Thank you. I have already sent an email outlining everything but will do it again on your link.

We were on this same tour a couple of years ago after our cruise and it was so bad it has become a legend when we talk about it. Luggage was piled into the lower part of the double-decker bus so if anyone wanted to sit downstairs to get out of the sun/wind...it was almost impossible to navigate the luggage. Fortunately it was not raining the day we took it.

We drove from Port Everglades to Miami...ate lunch...then were dropped at MIA airport for van back to FLL. The guide on our tour was just making things up about stars houses, where we were (said we were in Coconut Grove while never near it), and was overall very obnoxious. The ride itself was a real adventure...dodging palm fronds from low hanging palm trees, wind blowing everything not nailed down away while riding on I-95 open air, etc. The guide tried to force everyone to eat lunch at a restaurant he suggested but most went somewhere else as the suggested restaurant was dirty and I am sure the guide got a kickback.

There was almost a riot while boarding our van back to FLL as the driver tried to force people on the bus when the van would not accommodate the number of people. I tried to post a review on the X website regarding this tour and they refused to accept the review and would not put it on their website. But buyer beware.

We had a post cruise airport drop off in Puerto Rico a few years back that was reminiscent of your experience with slightly different horror aspects. It taught us a valuable lesson about those experiences, the most valuable being don't do any ship excursion that doesn't end up back on the ship! They can basically do anything and you've no recourse until you return home and the cruise is finished. We continue to consider X our favored cruise line, but since then, if we have a long layover after a cruise we make arrangements on our own to fill the time...especially if it's in our home country!

You have received a lot of feedback on what to do to help you. And I am sorry for your bad experience - I would be mad as well.

But I will put one comment here. IMHO you are what we would say in the states 'cutting your nose off to spite your face' by never booking Celebrity again. Wonderful cruise experience overall. They messed up with that shore excursion. They are not perfect. We have sailed Celebrity 41 times and taken a bunch of excursions (although usually these days we do our own thing). In all those excursions we had one bad experience - one - over a course of 26 years. Had we taken the same approach we would have missed out on some wonderful, wonderful cruises. Your money, your decision. But I urge you to re-think.

You have received a lot of feedback on what to do to help you. And I am sorry for your bad experience - I would be mad as well.

 

But I will put one comment here. IMHO you are what we would say in the states 'cutting your nose off to spite your face' by never booking Celebrity again. Wonderful cruise experience overall. They messed up with that shore excursion. They are not perfect. We have sailed Celebrity 41 times and taken a bunch of excursions (although usually these days we do our own thing). In all those excursions we had one bad experience - one - over a course of 26 years. Had we taken the same approach we would have missed out on some wonderful, wonderful cruises. Your money, your decision. But I urge you to re-think.

Good advice. Since our awful experience with a post cruise excursion we've continued sailing with X, just haven't and won't book similar types of post cruise excursions. Weve had many great trips.

We unfortunately signed up for this same excursion, last month. We were anticipating a long wait for our flight out of Ft. Lauderdale, after disembarking Summit. We had taken a similar post-cruise tour of NYC, on X, a few years ago. That was an excellent tour, and we were expecting something similar -- but we were sadly mistaken! Upon returning, we sent a snail-mail letter to RCCL Corporate (1050 Caribbean Way, Miami, FL 33123). We did receive a satisfactory response, in a timely manner. We strongly urged the Resolutions Department to discontinue this cruise, immediately. It is so far below Celebrity standards, that they should be embarrassed to even offer it! :mad:

Thank you for sharing. I would be annoyed too.

I was considering booking this tour, but are now having a serious rethink.