Just Off The Celebrity Summit!!

[CCC3]

As a new sailer to Celebrity, I think Guest Services should have been more helpful and pleasant! Also, there was more than just the dinner aspect AND it was the attitude more than anything! I'm not going to defend what makes a cruise work for us and what doesn't just as I wouldn't ask you to...We all pay our money and deserve to be able to have an honest opinion.

 

I certainly read everyone's opinions and take from them what is important to me. I don't condemn anyone for wanting or expecting certain things cause I'm not there and I am not them.

 

We have LOVED other cruises and have felt that the GR was much better equipped to help us quickly get on to enjoying our cruise than they were on this ship!

 

Best wishes to all of you and happy sailing!

 

 

Just curious, when you cruise next, what line do you think you'll go with? I've thought about Celebrity because they match RC status.

 

 

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[kmeeker]

We enjoyed cruising with RC in the past and had great luck! That being said, I have family that are very happy with recent NCL and Princess cruises! Our next one is likely a BIG family sailing. The one line nobody had sailed was Celebrity. We have now and the family will make decisions, but there are some die hard RC, NCL, and Princess cruisers...So we will see what everyone finds for deals and go from there! :-) If it's up to my mother and it could be, we will be boarding Princess!!

[BSinPNS]

Starting on the 27 June cruise, the production shows changed from the above average ones (produced by a British firm for M-class) that have been onboard for quite a while to new ones created by RCCL/Celebrity. Totally new shows. Thus, on our cruise only Life was presented on the second to last evening. We were told on the next cruise they would perform Life and at the end present the second show. On the third cruise the cast would do show two and the new show three. As noted on this thread and others, the new shows are new, but not necessarily better. Pretty low energy, few costume changes, no plot. The guest entertainers for the most part were very good.

[barric]

We seniors were also on this cruise in Aqua. Here's our overview:

1. We had no TV for 3 days. It took 4 calls from us and one from our cabin steward to get the box changed, which solved the problem on the last full day. Guest Services just forwards the problem to IT who doesn't seem to realize this is the third or fourth complaint and they have to do something effective.

2. Our door locks were not working right. One card good, one erratic. After five trips to Guest Services, we were given new cards. Neither worked. We were locked out. FINALLY a supervisor type reprogrammed the locks, escorted us (at my insistence) to the room and confirmed all OK.

EVERYTHING ELSE QUITE GOOD

1. Celeb has fixed the lack of 5:15 entertainment problem on our previous trips. Now something to watch with a cocktail before dinner. Previous X cruises had little or no 5pm lounge entertainment.

2. Two shows with Travis Turpin and one with Lou Gazzara were great. Did I say GREAT. Audience gave standing ovations. IMPORTANT !!. The live 6 piece house band accompanying was critical to the fabulous overall performances. Without this fine live band, shows might only be ordinary.

The iMagic magician was OK...nothing special. 3 Divas show was good, but not outstanding.

3. Service personnel everywhere were outstanding...bars, rooms, restaurants etc

4. Al Baccio is a GEM

5. Daytime activity and entertainment, outside the pool area sucks. Trivia twice a day and not much else. BORRRRINNNG

6. Captain Alex was terrific. 10am short and fun announcements. Very visible during the cruise. Good customer service.

7. Embarkation and debarkation a breeze.

8. Loved the itinerary and the time alloted for Newport, Boston and Bermuda

9. Summit is nice but showing minor aging. Immaculate cleanliness. Ridiculous chairs in many lounge areas. Who fits in these?

10. Breakfast buffet excellent. Lunch buffet not so good at all. Except...the inside grille aft. Minute steaks, salmon, chicken, pork chops grilled to order. Steaks fabulous.

11. Classic Bev package was limited. Only bourbon was Jim Beam. Gin was Beefeater, and sometimes Bombay, but not Tanqueray. Wines also limited. BUT, there was always Prosecco !!

 

This was our 3rd Bermuda trip on Summit and will do another given the right pricing and amenities. This was our first in Aqua, and will only do this class in the future because of BLU.

 

 

 

 

Celebrity Horizon 1995 Southern Caribbean

Carnival Legend 2005 Caribbean

Disney Magic 2008 Caribbean

NCL Jewel 2010 Western Caribbean

NCL Pearl 2012 Western Caribbean

Carnival Pride 2013 Bahamas

Carnival Glory 2013 New England & Canada

Celebrity Summit 2014 Bermuda

NCL Getaway 2014 Caribbean

Celebrity Summit 2015 Bermuda

NCL Spirit 2016 Caribbean

NCL Breakaway Bermuda 2016

Celebrity Reflection W Caribbean 2017

Celebrity Summit 2017 New England & Bermuda

[warmwinds]

As a new sailer to Celebrity, I think Guest Services should have been more helpful and pleasant! Also, there was more than just the dinner aspect AND it was the attitude more than anything! I'm not going to defend what makes a cruise work for us and what doesn't just as I wouldn't ask you to...We all pay our money and deserve to be able to have an honest opinion.

 

I certainly read everyone's opinions and take from them what is important to me. I don't condemn anyone for wanting or expecting certain things cause I'm not there and I am not them.

 

We have LOVED other cruises and have felt that the GR was much better equipped to help us quickly get on to enjoying our cruise than they were on this ship!

 

Best wishes to all of you and happy sailing!

 

Sheesh, I thought I was indicating I was on your side, only pointing out that it is more helpful that you take your grievances to those departments who can solve them, not those that cannot.

 

Enjoy whatever cruise you think will be perfect in the future!

[Iamcruzin]

Some people are never happy I was also on that 9 day cruise and experienced the exact opposite of what you described. What planet are you from anyway?

 

Wow first post after being a member since 2007.. Wow just Wow.

[Fish Lover]

I believe every word that those who have complained about guest services say. I have had a real issue with guest services (on the Summit) in August 2015. Suffice to say that they never followed through with their own promises. I spent a few hours in total dealing with them. They were useless. I escalated to the supervisor, also useless.

 

We finally decided this would not ruin our trip and we made do. I did however write a pointed letter to the office of the CEO. I received a very prompt and apologetic reply from him (just before the new gal took over) with a considerable credit toward our next cruise. I would not let guest services be a factor in my decision whether to sail on Celebrity, and I would know better how to deal with an issue next time (which is unfortunately to demand attention immediately, no excuses, no delays, no being put off and get names). Problems don't happen often enough to be a determining factor for me. Also, I think some of the problems people have are worth eyerolls. No excuse though. Guest Services is not appropriately named.

[daydreamer16]

I would have to agree with the OP about Guest Relations on the Summit. We were on the repositioning cruise in April and went to Guest Relations about an issue in our Aqua class bathroom. The mirror was very hot( you couldn't keep your hand on it) when the light was on. We were concerned since this had not happen in an Aqua class cabin before. It took three requests before someone came to our cabin, the mirror is heated to keep from fogging up but this was unusually hot. We were concerned about fire but Guest Relations didn't contact engineering until the last request.

[Mythbuster]

Some people are never happy I was also on that 9 day cruise and experienced the exact opposite of what you described. What planet are you from anyway?

 

Wow, sorry you had such a bad experience. Since you had the exact opposite experience of the OP that means:

* The on-board service staff was not AMAZING

* The other passengers were NOT Amazing

* Ports were NOT fun (Bermuda, Newport, Boston)

* Ship was NOT clean with fun pool areas

* Cafe al Bacio - NOT AWESOME Desserts

* You DID go hungry - with NOT Plenty of choices and most are really NOT good

[CruisersTimesThree]

I believe every word that those who have complained about guest services say. I have had a real issue with guest services (on the Summit) in August 2015.

I did however write a pointed letter to the office of the CEO. I received a very prompt and apologetic reply from him (just before the new gal took over) with a considerable credit toward our next cruise..

 

 

In August 2015 the new gal was CEO.

Michael Bailey left in December 2014 and moved on to RCCL and Lisa Lutoff-Perlo took his place.

 

 

 

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[NaughtyNanna]

Some people are never happy I was also on that 9 day cruise and experienced the exact opposite of what you described. What planet are you from anyway?

:eek::eek::eek: How to win friends and influence people!!

[Fish Lover]

In August 2015 the new gal was CEO.

Michael Bailey left in December 2014 and moved on to RCCL and Lisa Lutoff-Perlo took his place.

 

 

 

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Then it must have been my August 2014 cruise. I do recall the letter and phone call I got was from Michael Bailey's exec assistant. We go every August. How time flies

[Jade13]

 

 

So we get to Bermuda and book the Dolphin Swim (AMAZING - BTW). The tickets given to us by the cruise say to report at 9:00 for a 9:30 swim. No problem...we wander over about 8:45. Suddenly a lady comes out and says, "Your Cruise gave you the wrong time and you need to hurry so we can get started on time." She was very frustrated by the cruise and kind of took it out on us! We still loved the Dolphin Swim, but I decided the excursion desk should be aware so they could fix it with them for the next cruise. When I got to the excursion desk, it said, "Please go to guest relations" I did - I shouldn't have.... The man rolled his eyes and stated, "Well, did you swim with dolphins?" I explained we had a great time and thank goodness we were early, but thought they'd like the feedback for future guests... Response: If you feel the need, the excursion desk opens at 5PM. and he walked away! I didn't feel the need...sadly another guest can let them know if it happens next cruise! I WAS DONE with guest relations!

 

This is not a guest relations issue but something you would report to the excursion desk. They obviously were closed when you went there. The times should be posted. They also typically have feedback forms.

 

Btw, this isn't anything I would waste any time standing in any line to discuss.

 

The MDR issue is one I would have gone to the MDR to resolve.

[Mrmas]

It depends on what one is looking for on their cruise. I was on the Summit 5/28 sailing to Bermuda with my wife without or teenage and 20 yo kids. We have sailed Celebrity several times in the past. The only issue I have experienced was in 1998 sailing on the Horizon an older ship involving cabin location and noise which was resolved to my satisfaction through money back ahs vouchers. I've been on several other cruise lines where there are alot more activities but these were much larger ships and a lot more people as expected.

 

Summit is much smaller with less people so obviously they're less activities. When we decided to sail on the Summit we did our research and knew what we wanted to do which was to relax and distress, which is exactly what we did and the ship served our purposes very well.

 

If i had my kids with me I would not have sailed the Summit and probably would have sailed Norwegian breakaway to Bermuda with some 5000 passengers and a ton of activities to keep them busy.

 

Of all the lines I've sailed I always prefer Celebrity even after my bad cabin location in 1998.

 

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[NLH Arizona]

Thanks! We were talking today that one thing that would make us 'consider' another cruise with them is to hear from them! We filled out a survey on the ship and turned it in as well a the email survey after the cruise. We expressed things just as I have here. If they were to reach out and make us some assurances, we'd at least listen to them!

 

 

They'd better do it soon as we are already ready to find our next cruise! As I said, there were many pro's and some con's....We love to cruise as does our extended family and friends. We were the 1st to try Celebrity...so we will see!

 

Thanks again and happy sailing!

Not sure how they can 100% assure you that your issues will be solved immediately, in a manner in which you require and to your liking. They can apologize and tell you that they will speak to their representatives, but how can they assure you that you would be happy? Now if you are thinking of some kind of compensation, they could do that, but that wouldn't solve your issues.

 

If I were you, I would just go ahead and book my next cruise on either Celebrity or a cruise line that you feel will fill your needs.

[Zoedokey]

This is not a guest relations issue but something you would report to the excursion desk. They obviously were closed when you went there. The times should be posted. They also typically have feedback forms.

 

Btw, this isn't anything I would waste any time standing in any line to discuss.

 

The MDR issue is one I would have gone to the MDR to resolve.

 

 

The OP stated that regarding the dining time issue, they went to the guest relations, were sent to the MDR, then were sent back to guest relations by the MDR, then ended up again at the MDR to solve the problem. This is just not great service. It's frustrating, and should be accompanied by an apology and a sincere offer of help. The OP felt that nobody really cared, and this would bother me too.,

 

I am always happy to read a review that compliments positive things, but also points out things that need to be improved. That is actual useful info for other cruisers.

[DaniDanielle]

We had very good experiences with Guest Relations, guess we were lucky with the people who helped us. Our cabin steward took care of the one issue we had with the shower. He called maintenance and it was fixed.

We enjoyed the shows. After Royal Caribbean 's great shows I can see where people might be disappointed with Celebrity but those kids sang and danced their hearts out. Our MDR staff was over the top fantastic.

There were enough things going on around the ship we thought but that is our opinion. We prefer Royal but the Summit was a nice change.

 

 

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[Lovesealife]

I agree that it depends on what you are looking for. Celebrity is geared more towards down time. We loved the time to relax and chill on Celebrity. We would spend hours on the aft balcony with the sunset and a bottle of champagne. Same with breakfast on the balcony away from the chaos. On RCCL and NCL there was a lot more to do which we really enjoyed but we did find we did more running around and we missed that chill time. We book according to our company and what we want out of that vacation. Must say I found guest services on the Reflection absolutely fantastic. They helped set up our internet which wasn't working properly (they did it for us) and they noticed our cards were smudged so offered to print new ones!

 

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[riclop]

Thanks for your thoughts.

[stevetod]

I see there is a issue regarding the activities aboard the Summit. Let me say I have been on the Summit the last 5 years during July. I use this cruise to kick back and relax with my wife. We are 64 and 59 respectively. The ship caters to an older crowd. I would say 80% of the ship was close to or were seniors. If you have kids or are younger this is most likely not the ship for you but there are always exceptions. All you have to do is watch guests getting off the Summit in Bermuda and you will see what I mean. Then go over the the Breakaway and do the same and you will see the difference in ages. I have never sailed the Breakaway mainly because of the large amount of people onboard. I will say that I wish the Summit would the activity levels to offer more.

[onyourmark]

We're also just back from the 9 day cruise. We had some minor issues with the cabin. Seon, our friendly steward, made some calls and followed up to ensure the issues were gone. TV satellite service was spotty for several days. Guest relations apologized and said it's being worked on. Select dining reservation system is flawed so best to make reservations before the cruise. The Captain Club hostess Rati was eager to help with many issues.

The comments here by the frequent Celebrity cruisers are accurate. No cruise line can get a perfect score, and I'm happy with 80+ % for what I'm paying.

[Iamcruzin]

I see there is a issue regarding the activities aboard the Summit. Let me say I have been on the Summit the last 5 years during July. I use this cruise to kick back and relax with my wife. We are 64 and 59 respectively. The ship caters to an older crowd. I would say 80% of the ship was close to or were seniors. If you have kids or are younger this is most likely not the ship for you but there are always exceptions. All you have to do is watch guests getting off the Summit in Bermuda and you will see what I mean. Then go over the the Breakaway and do the same and you will see the difference in ages. I have never sailed the Breakaway mainly because of the large amount of people onboard. I will say that I wish the Summit would the activity levels to offer more.

 

 

 

That was our experience back in 2013. We were 45 and 53 at the time. My 25yr old son and his girl friend will be on the breakaway in Aug.

 

 

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[Tatka]

On our summer cruise on Summit in 2015 (7 days to Bermuda) there were people of all ages and many kids just like on any other cruises during the summer, including on HAL ships which usually cater to an older crowd.

[bEwAbG]

I think Guest Relations is not empowered to do anything in many situations. I remember stopping by to question a laundry charge to have them call my butler (who I was trying to not bother since I knew he was on break). They seem fine if they have the authority or ability to fix something. If not, then you're at the mercy of whoever they call. In an ideal situation, the other departments would pay particular attention if the call was coming from Guest Relations, but it seems that they often don't. I'm sure there's some historical reason for this, but the customer shouldn't have to care about that. It's not unreasonable to go to the "front desk" to get a problem resolved.

 

Those chastising the OP for not going directly to the "right" source are wrong. You cannot expect someone new to the cruise line to know the cruise line's way of handling stuff. OP's experience of having the MDR send them back to GR is inexcusable. Same with the situation with the excursion (OP said there was a sign on their desk directing people to GR, which I believe--GR should therefore be prepared to deal with taking complaints about excursions). It was obviously enough of a bad experience to have the OP make it a determining factor in the future. That's a shame.

 

However, I would counsel the OP to not hold their breath waiting for a direct reply based on the surveys. The most effective thing would have been to ask to speak to a supervisor and then the Hotel Director while on the ship in which case those people could have counseled the workers to be more mindful in their interactions. Some of this can be cultural on the part of the staff, too (perceived curtness, especially).

[ekmmom]

We had Seon as our steward too!! He was awesome :)

 

 

We're also just back from the 9 day cruise. We had some minor issues with the cabin. Seon, our friendly steward, made some calls and followed up to ensure the issues were gone. TV satellite service was spotty for several days. Guest relations apologized and said it's being worked on. Select dining reservation system is flawed so best to make reservations before the cruise. The Captain Club hostess Rati was eager to help with many issues.

The comments here by the frequent Celebrity cruisers are accurate. No cruise line can get a perfect score, and I'm happy with 80+ % for what I'm paying.