Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our dream 10th anniversary Celebrity Reflections cruise has descended into a customer service nightmare. What began with a simple payment extension inquiry following job loss quickly became a tangled web of confusing and contradictory information. Then, a chilling revelation sent ******* down our spines: a representative, who had eerily accessed our full booking details, was potentially a scammer. The thought of our sensitive information being compromised by a potential fraudster is deeply alarming.Hopes of an upgrade, fueled by ********* **** points, vanished. Promised availability for Aqua Class disappeared, then resurfaced with an unexpected fee, only for the call to be abruptly terminated. The ordeal persisted with endless hold times and agents who denied previous interactions, suggesting a potential scam. To add to the issue, the guaranteed stateroom meant no upgrade, a fact never disclosed during booking. Months later, the unanswered questions surrounding the data breach and lack of resolution cast a dark shadow over the upcoming anniversary trip. The situation leaves one feeling violated, frustrated, and disheartened. We would like to have a wonderful time celebrating our anniversary without the concerns of our information being compromised. We have heard a list of what you all are not willing to do and we are asking what can you do to ensure we enjoy our trip.

  Business Response

  Date: 06/13/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We appreciate your loyalty as a ************* Member. I would like to inform you that, as a benefit of your membership, you are eligible for a one-category upgrade through ********* at the time of booking,subject to availability. This allows you to be booked into a higher category within the same super-category while maintaining the lower categorys price. For more details about the One-Category Upgrade, please visit our website here: ************************************************************************
  
  Regarding your concern about contact with an individual not employed by Celebrity Cruises, we kindly ask that you contact our Celebrity ************************** by phone at ************** or via email at ********************************************************. This will ensure you are in direct contact with an authorized representative from our company.
  
  Lastly, please note that onboard credit has already been applied to your reservation in relation to this matter. Therefore, no additional onboard credit will be issued.
  Thank you for choosing Celebrity Cruises. Should you have any further questions or need assistance, please do not hesitate to reach out.
  
  Sincerely,   
  
  
  
  **** *****
  Celebrity Cruises 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23454937
  

  The denial by Celebrity Cruises that personal information was compromised, and the dismissive instruction to call the right number,' are unacceptable and concerning. This incident goes beyond a simple inconvenience; an unauthorized individual infiltrated the account and gained access to sensitive personal data, effectively penetrating the system. As confirmed by a representative, malicious individuals impersonate clients to acquire personal information, a scenario that appears to have occurred. Furthermore, the misrepresentation regarding the ********* **** membership and the subsequent offer of a $150 credit is insulting, failing to acknowledge the severity of this security breach, the significant customer service failure, and the diminished value of the experience as a loyal, paying customer. To partially address the emotional distress and inconvenience caused, a minimum of $400 in onboard credit is requested, enabling a spa experience and salvaging a measure of enjoyment from the cruise. $150 is not a reasonable or equitable response to a breach of this magnitude and the subsequent lack of support.

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/16/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  Celebrity Cruises takes the security of our guests' personal information very seriously and want to assure you that we uphold rigorous safeguarding measures across all aspects of our operations at Celebrity Cruises. Our protocols are designed to protect your data and prevent unauthorized access, and we continuously review and enhance these security measures to maintain the highest standards.
  
  Regarding your specific concerns, we must respectfully reaffirm our position that no breach of personal information has occurred on our systems. Our investigations indicate that there was no compromise of your personal data or system infiltration. We understand the distress this situation has caused and empathize with your feelings; however, our policies remain firm that we cannot approve compensation requests beyond what is aligned with our established customer service practices.
  
  We appreciate your loyalty and aim to address any issues with transparency and respect. While we value your feedback, please understand that our stance concerning compensation will not change.
  
  Sincerely,    
  
  
  
  **** Clark 
  Celebrity Cruises  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23454937
  
  Thank you for your prompt response. I genuinely appreciate your team's time and effort in addressing my concerns.
  However, I must respectfully disagree with your recent statement, particularly in light of events that transpired a few weeks ago. Given your assurance regarding the robustness of your security measures, we are left to consider three possibilities:
  
  1. There is a sophisticated scammer actively exploiting vulnerabilities within your systems, potentially gaining access to sensitive data via your portal or customer service channels.
  

  2. My account of the situation is entirely fabricated.

  3. A Celebrity Cruises representative inadvertently, or otherwise, provided me with inaccurate information.
  
  Considering your strong emphasis on security, the most logical conclusion, from my perspective, is that I received misinformation from one of your representatives regarding my sailing itinerary and ********* **** inquiries. I genuinely believe in the integrity of your security protocols, which leads me to this conclusion.

  
  The crucial question now becomes: Do you believe my account? If you accept our narrative, please understand that we are not seeking an upgrade or any extraordinary compensation. Our sole desire is to be properly accommodated and enjoy the exceptional experience we anticipate on this beautiful ship with its wonderful people.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cabin on Celebrity Solstice for three adults. The website indicated the room would accommodate three people. However, after full payment, I learned that the third bed was an overhead Pullman berth not a suitable or safe sleeping arrangement for an adult, especially one with limited mobility.I contacted Celebrity multiple times to request a reassignment or appropriate accommodation. Despite the situation involving senior guests and potential safety concerns, I was told Id need to pay $500+ to upgrade, even though my original booking was misrepresented. This violates the spirit of accessible travel and reasonable **************** requesting Celebrity Cruises provide refund part of my payment. I feel they misled me during booking and failed to uphold basic accessibility standards.

  Business Response

  Date: 06/13/2025

  Dear Ms. ***************************** you for contacting the Better Business Bureau regarding your Celebrity Solstice sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  

  When booking online through the Celebrity Cruises website, there is an option to select an accessible stateroom. If booking directly with a Celebrity Cruises agent, we kindly ask that you provide information about any accessibility needs so we can assist in assigning the most suitable stateroom. 

  Please note that when selecting a Guarantee Stateroom, the specific room assigned is determined by availability within the category, and may be affected by factors such as potential obstructions, guest needs, or ship layout. As a result, specific stateroom locations cannot be guaranteed at the time of booking when selecting this option. s available for your sailing. We truly apologize for any inconvenience this may cause. 

  Regarding your request for a refund of $586.41 USD associated with the email attachment you sent showing a correspondence with ***** ******, I must advise that this person is not an agent of Celebrity Cruises, their email address is not a Celebrity Cruises email, and the phone number they provided is not a Celebrity Cruises phone number.  I must kindly advise that you contact your financial institution for guidance on this charge, as it did not come from Celebrity Cruises.  

  If you have further questions or need assistance, please do not hesitate to contact the Celebrity **************** at **************. We are here to help and want to ensure your experience is as enjoyable as possible. 

  Thank you for choosing Celebrity Cruises. 

  Sincerely,    
  
  
  
  **** Clark 
  Celebrity Cruises 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23446991
  
  I am rejecting this response because:

  Thank you for the response. I am not disputing the terms of a guarantee cabin, but I booked for 3 adults including two seniors. The assigned cabin was not suitable or safe for this groupone person had to sleep in an overhead Pullman berth, which is not appropriate or accessible for seniors. Celebrity has a responsibility under *** and DOT guidelines to accommodate declared accessibility needs. I ask Celebrity to provide a safe alternative sleeping arrangement. (ie. sofa bed instead of overhead Pullman berth.)

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/26/2025

  Dear **************************** you for contacting the Better Business Bureau regarding your Celebrity Solstice sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
  
  Regarding your reservation, it was initially created online on March 22, 2025, with a Guarantee Veranda stateroom category selected. At that time, an accessible stateroom was not specified. Shortly after, our team assisted over the phone with adding your additional guests' names, and later, a request for bathroom accommodations was submitted. Additionally, during a chat with one of our agents, you were informed about upgrade options to different stateroom categories, which you kindly declined.
  
  Since then, Celebrity Cruises received a request to change staterooms, but unfortunately, at this time, there are no accessible or other staterooms available for the July 6, 2025 sailing on the Celebrity Silhouette. I have regularly reviewed our inventory, but no options, suitable or otherwise, have become available.
  We understand how important accessibility accommodations are, and we sincerely wish we could provide a different configuration for your sailing. We encourage you to keep in touch with our team as we approach the departure date, as availability can sometimes change.
  
  Thank you for your understanding. Please feel free to reach out if you have any further questions or if there is anything else we can assist with.
  
  Sincerely,    
  
  
  
  **** Clark 
  Celebrity Cruises

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise on Celebrity Cruise Lines and had an issue with the difference price of the invoice they sent me in the email and what was on the website. I called and spoke to an agent who told me there were additional cost. I said I was unaware of new cost and thought I should pay exactly was on my confirmation booking. They said if I wanted to do so I could cancel cruise on their website. As soon as I got off the phone I went to the website and they had canceled my cruise. I did not ask to cancel cruise. I manager had decided to cancel it without my agreement. So now if I want to go on cruise I have to rebook at new higher rate. I have documentations showing my booking and cost.

  Business Response

  Date: 06/13/2025

  Dear Mr. *************************** you for contacting the Better Business Bureau regarding your Celebrity Equinox sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  According to our records, your reservation with the provided number was canceled online on June 7, 2025, using your guest account.Subsequently, on June 9, 2025, one of our agents reinstated the reservation to facilitate the refund of your deposit.
  
  To proceed with the refund, I kindly request that you contact the Celebrity **************** at **************. A member of our team will be happy to assist you in processing your refund promptly.
  
  We appreciate your understanding and look forward to resolving this matter to your satisfaction. Please feel free to reach out if you require any further assistance.
  
  Sincerely,   
  
  
  
  **** *****
  Celebrity Cruises 

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RESERVATION #: ******* We are quite angry with you at the moment. We booked our cruise and made the final payment of $1,969 per person in May, 2025. At that time, we were assured that, should the price drop, you would match the lower price. This happened several times since then and we called. The representative was kind enough to lower the price to that days advertised price. HOWEVER, we called today when we noticed that the price dropped to $1,627 per person, for a total difference of $684. We spoke with someone who claimed to be a manager, ********** and he would do ABSOLUTELY NOTHING for us. We are outraged. We have traveled with *************** numerous times in the past and have never experienced any issues or rudeness from your employees until today. We are demanding that you match the lower price and grant us a refund of the difference or the equivalent on-board credit.Should you see fit not to honor our request, not only will we not travel on your cruise line in the future, but we will post all about the shoddy treatment we received all over social media and to our friends and family.We look forward to a positive resolution and hope to hear from you in a timely manner.

  Business Response

  Date: 06/11/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I would like to clarify our company policy to ensure transparency. Our Best Price Guarantee program allows guests who find a lower price within ******************************************************************************************************** a refund equal to 100% of the price difference, provided the category remains available. 
  
  Since your request came after the final payment date, this policy no longer applies. Additionally, our process for changes prior to or on the final payment date includes options such as an upgrade (if available) or a reduction in fare, but adjustments after the final payment date are limited to upgrades only or the Best Price Guarantee within the specified 48-hour window. Exceptions were made to allow the reservation to be repriced outside of this 48-hour window.  
  
  Regrettably, because your request is outside this window, we are unable to process a refund or onboard credit at this time. We genuinely value your patronage and hope we can assist you with any future preferences or questions. 
   
  Thank you for understanding. Should you have any further questions, please dont hesitate to reach out.  
  
  Sincerely,   
  
  
  
  **** *****  
  Celebrity Cruises 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23434667
  
  I am rejecting this response because: New price is $1000 less than we paid. Thank you for cheating 2 retired teachers out of $1000!!!!!!!
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/13/2025

  Dear Mr. ************************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
   
  We appreciate your interest in our Best Price Guarantee program. To clarify, this benefit allows guests who find a lower price within ****************************************************************************** onboard credit for the difference, provided the same category remains available. 
  
  Since your request was made after the final payment date, we are unable to accommodate a price adjustment or additional compensation at this time. Our policies are put in place to ensure fairness and consistency for all guests, and unfortunately, this means we are unable to extend any further exceptions beyond the established window. 
  
  We sincerely value your patronage and hope to welcome you again in the future. If you have any further questions or need assistance, please dont hesitate to contact us. 
  
  Thank you for your understanding. 
  
  Sincerely,   
  
  
  
  **** *****  
  Celebrity Cruises

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23434667
  
  I am rejecting this response because: I have contacted Celebrity and they are non-response. They do not care about their customers!  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife booked a 12 day Mediterranean cruise leaving **** on Monday 5/26/25 for our family of 4 for my 18 year old sons high school graduation gift. We paid in full and on 4/11/25 we did our online check-in and uploaded our passports. All passports were accepted without prejudice by Celebrity and boarding passes were issued. On Friday 5/23/25 I started to check in for our flight with ************** and Deltas system would not let me check in due to my 18 year olds passport expiring on 7/9/25. I immediately called Celebrity and was told that we would not be permitted to board and that they would try to get an exception for us and I would get a call back that day. No call back was given, and I made several attempts to contact Celebrity again over Saturday and Sunday with no luck. I again tried to call on Monday and was able to speak with customer service who then told me there was nothing that could be done and this was our problem. I asked to speak to a supervisor and was told that she would only tell me the same thing. I insisted and spoke to ******* and after explaining the circumstances she told me she needed to investigate why their system accepted my sons passport on 4/11/25 and that it should not have accepted the passport due to the expiration date. I was told I would get a call back on Wednesday 5/28/25. I never received a call back and I had to make several attempts to contact *******. I eventually was able to contact her and she explained she had gotten busy and couldnt call me. I was then told by ******* that this was our problem and there was nothing Celebrity could or would do to assist. I explained that we did not cancel our cruise but were denied the service due to an egregious error made by Celebrity. Had Celebrity flagged his passport on 4/11/25 we would have had time to get an expedited passport and still make our cruise. I now cannot get anyone from Celebrity to call me back.

  Business Response

  Date: 06/02/2025

  Dear Mr. ************************ you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We sincerely apologize for the inconvenience you encountered due to issues with your travel documents that prevented you from boarding your cruise. 
  
  After carefully reviewing your situation, this has been endorsed to one of our managers for further assistance. If you have any questions, kindly contact ****** by calling our ************************* at ************. 
  
  Thank you once again for your feedback. We wish you all the best in your future travels. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23401760
  
  I am rejecting this response because:

  This is not resolution to the issue.  I will be more than happy to respond when a resolution is given.

  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/05/2025

  Dear Mr. ************************ you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal.  
  
  After carefully reviewing your situation, we genuinely understand how frustrating this must be. Traveling requires certain essential preparations, and we sincerely empathize with the disappointment caused by this unexpected circumstance. Please rest assured that our team strives to provide a seamless and enjoyable experience for every guest, and we regret any inconvenience this may have caused. 
  
  Furthermore, we would like to clarify that, unfortunately, we are not able to offer any compensation for this situation. This information, along with other important travel requirements, can be found on our website here: *****************************************************************. We encourage all guests to review these details carefully prior to booking to ensure a smooth embarkation process. 
  We truly value your understanding and patience on this matter. If there is anything further we can do to assist you or if you have any additional questions, please do not hesitate to contact us. Our goal is to provide you with a positive experience, and we hope to welcome you aboard in the future under more favorable circumstances. 
  
  Thank you once again for your feedback. We wish you all the best in your future travels. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23401760
  
  I am rejecting this response because:

  Celebrity requires check in through the Celebrity app which is very difficult to use and navigate.  Celebrity Cruises should take some responsibility for verifying the documents that you require to be uploaded 45 days prior to boarding during the online check-in process.  The only information on your app was that you "strongly encourage passengers to have passports good for 6 months beyond the departure.

  I know your system reads the expiration dates because the only passport that got this message was my son's that expire 7/9/25.  If Celebrity cared about their customers they would take pride or helping ensure the travel documents that you accept are valid for the time necessary to travel.  Celebrity needs to spend some of the profits they steal from customers like myself and upgrade the online infrastructure of their systems.

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 12, 2025 while on a Celebrity X cruise we made a reservation for an August, 2026 cruise to ****** and put down a $200 deposit. My wife requires Dialysis and we were told Dialysis at *** would be operating on the cruise in question. We later contacted Dialysis at *** and were told it would not be offering services on the cruise in question. We contacted Royal Caribbean dba Celebrity X Cruises and were told they could not cancel the cruise as it had to be done through Dialysis at Sea. We told them Dialysis at Sea has nothing to do with the cruise and that the reservations were made of a Celebrity sales **** a ******************* who said Celebrity X would contact Dialysis at Sea. As Dialysis at Sea has nothing to do with the cruise in quesiton it cannot cancel our reservation. Only Royal Caribbean/Celebrity X can do that and it refuses to do so. We had to cancel our credit cards on file with them so they could no longer draw funds on the account. We want the cruise cancelled and our $200 refunded.

  Business Response

  Date: 06/03/2025

  Subject: ****** *********
  
  Case: ******** Booking # *******
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond. 

  Please be advised that this case has been referred to the Celebrity Cruise team for further assistance.  

  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  ****** **********
  Royal Guest Experience Management
  
  
  
   

  Business Response

  Date: 06/05/2025

  Dear Mr. ***************************** you for contacting the Better Business Bureau regarding your Celebrity Edge sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
  
  Upon thorough review, I have confirmed that your reservation is with a travel agency. Please be informed that we have a binding agreement with travel agencies, and we are not able to assist you with any reservation made with them. Kindly reach out to your travel agent and have them call the ********************** for assistance.  
  
  Furthermore, if you would need to get in touch with Dialysis at Sea, please refer to the information below: 
  
  Dialysis At Sea Contact Information 
  Toll Free: ************ 
  Local: ************ 
  Intl: 001-************ 
  *************************************** 
  
  Thank you for your extended patience and understanding.   
  
  Sincerely,  
  
  
  
  ***** *****  
  Celebrity Cruises 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23388870
  
  I am rejecting this response because:

  Celebrity X is not being honest. The cruise was booked through Celebrity X on the ship. The booking agent was **** **********. Please see the attached copy of the reservation and Mr. *********** card. This is the dishonesty with which Celebrity X has been dealing with us throughout. They allege a travel agency, Dialysis at Sea, booked the cruise which is not true. Celebrity X booked this cruise for us. Mr. ********** said when we booked the cruise that he would contact Dialysis at Sea with the information and that if we didn't hear from Dialysis at *** within a couple weeks to call them (Dialysis at Sea). After a couple weeks passed and we did not hear from Dialysis at *** we called them. Not only did they tell us that Celebrity X had not contacted them and that they knew nothing of this, they told us they were not even offering dialysis services on the cruise we booked. Celebrity X is being blatantly dishonest here. I hope the documents I have submitted forces Celebrity X to admit its error and take corrective action.

  If this is not resolved we will have no choice but to file suit against Celebrity X and Dialysis at Sea and let the court decide who is responsible. Not only will we seek normal compensatory damages, but we will be seeking punitive damages as well. I have already notified the ************************'s office of this matter and have requested action on its part as this is a consumer fraud.
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 06/05/2025

  Here are the documents showing Celebrity X made the reservation.

  Customer Answer

  Date: 06/06/2025

  Here are the attachments once again. If this doesn't work send me an e-mail address and I will send them to you via that.

  ****** *********
  

  Business Response

  Date: 06/11/2025

  Dear Mr. ***************************** you for contacting the Better Business Bureau regarding your Celebrity Edge sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal. 
  
  When reservations are made onboard, our Future Cruises team clones your original booking to facilitate your sailing. This process updates details such as the ship, sailing date, stateroom category, and booking agency. 
  
  If your chosen booking agency is not linked to your reservation, we offer the option to change to another agency or to give you full control of your reservation. Additional information regarding these options, including timelines for making such requests, can be provided upon request. 
  
  Since this reservation is managed through Dialysis at Sea Cruises and we are unable to discuss financial matters directly with guests on agency bookings, I kindly ask that you contact Dialysis at Sea Cruises directly regarding your requested refund. 
  
  Please also review your past credit card statements for any relevant transaction details. 
  
  Dialysis at Sea Cruises Contact Information: 
  Toll-Free: ************ 
  Local: ************ 
  International: 001-************ 
  Email: *************************************** 
  
  Thank you for understanding. Should you have any further questions, please dont hesitate to reach out. 
  
  Sincerely,  
  
  
  
  **** Clark 
  Celebrity Cruises 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23388870
  
  I am rejecting this response because:

  Mr. ***** is not telling the truth. Dialysis at Sea did not make the reservation and is not an agent for the reservation as Dialysis at *** is not offering its services on the cruise in question. The Celebrity X booking agent that made the reservation for us said Dialysis at Sea was offering its services on the cruise, however when  we contacted Dialysis at *** we were told it was not offering services on the cruise in question and could not do anything regarding the reservation as it did not make it nor did it offer its services on this cruise. THAT IS THE POINT! Dialysis at Sea cannot cancel a reservation for a cruise on which it does not offer services. How much clearer do I have to be? Why does Mr. ***** fail to acknowledge that, and why does he continue to lie about it? This is a material fraud, pure and simple. I expect Celebrity X to cancel this cruise within 10 days and refund our deposit or I will have no choice but to seek legal redress. I would suggest that Mr. ***** or someone at Celebrity X contact Dialysis at Sea to confirm it is not offering its services on this cruise. That's what we did. Once he does that and confirms it has nothing to do with this cruise then perhaps he will see the light.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sailing with Celebrity summit on 5/03 to 5/09/2025 cabin 9193 I played slot machine # ***** on 5/7 2025 I went to restroom when my account on that machine have 514 usd Few minutes later I came back my machine someone cashed out my money around 7 pm Then I talked to slot manager ( his name ******) He checked casino cameras but say nothing after 1 day I talked to casino manager ( his name Andrii ) he said he wrote a report to security chief her name ****** . I was waiting 2 days in casino but nobody solved my problem. They pushed me around between manager casino & chief security until the ship went to ********* port Then they gave me the phone number to call customer service for this case when I go home I wonder after they checked all the cameras they couldnt do anything to protect passengers in casino????Beware this when you are playing slot machine

  Business Response

  Date: 05/14/2025

  Dear Mr. ************************ you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  After review, I can confirm that your concerns have been endorsed to our ************** and **************** teams. Kindly keep your lines open so we can get in touch with you and assist you in resolving your queries. 
  
  Thank you for your extended patience and understanding.   
  
  Sincerely, 
  
  
  
  ***** Beltran 
  Celebrity Cruises 

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise with celebrity cruise line on November 19, 2024. My wife and I planned this with her brother and his wife. Celebrity cruise canceled my reservation. I contacted celebrity cruise to have my reservation reinstated they said they would haveto check current price and availability. They told me the cruise portion was still available but the land tour was sold out. Even though celebrity cruise admitted it was their fault that my reservation was canceled they will not reinstate the land tour portion of my trip. I have emailed the corporate office and they dont even respond to my emails. My vacation is scheduled for July 20 to August 1 2025

  Business Response

  Date: 05/09/2025

  Dear Mr. **************************** you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  After review, I can confirm that your concerns have been endorsed to our ***************** Kindly keep your lines open so we can get in touch with you and assist you in resolving your queries. 
  
  Thank you for your extended patience and understanding.   
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23300693
  
  I am rejecting this response because: celebrity cruise has not contacted me
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 05/16/2025

  Dear Mr. ********************************** you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal.  
  
  After a thorough review, we confirm that our **************** has already contacted you and your concerns have been addressed. Please feel free to reach out to Executive ***** should you have any further questions or concerns. 
  
  Thank you for choosing Celebrity Cruises. We wish you the best.  
  
  Sincerely,  
  
  
  ****** Lemus 
  Celebrity Cruises 

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Celebrity Cruise on several occasions about a refund for a shore excursion and have just gotten the run around. I was told they are not in charge of offshore excursions, and contacted two other companies that have said they do not have my order information. I would like a full refund for an excursion I was not able to participate in since I did not go on the cruise. It should not be this hard to get a straight answer.

  Business Response

  Date: 05/08/2025

  Dear Ms. ************************* you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We are sorry to hear that you were not able to cruise with us and understand your concerns regarding the refund for the shore excursion you were unable to participate in. 
  
  After a thorough review of our records, I see that we have not received any additional communication from you following your last interaction with one of our supervisors on December 16, 2023. Please note that, in accordance with our guidelines, guests have up to one year from their sail date to contact us regarding any issues or requests. Since your sailing was in December 2023 and more than a year has passed, we regret to inform you that we are unable to process a refund. 
  
  We genuinely appreciate your understanding and thank you for your time. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23299975
  
  I am rejecting this response because:
  

  I have spoken with customer service on numerous occassions about this issue and received different responses based on the customer service agent i speak with. It took a while to go through all the recorded phone calls and messages I have kept over the last 2 years, but I did indeed call Celebrity Cruises about not only being refunded for the excursion I could clearly not participate in without having been on the ship, I contacted them about charging my card for two seperate bookings when it was suppose to be one. Because of their inability to provide satisfactory customer service and respond, I was forced to contact my credit card company who then explained to me that Celebrity Cruises refused to acknowledge they charged my card for another booking. Celebrity Cruise has proven they are the type of company only interested in keeping people's money and not doing the right thing OR following the laws governing fraud and consumer rights. I would not advise anyone to book anything with Celebrity Cruises or its affiliates. I would be happy to send over copies of the recordings if provided an email because it can not be uploaded here due to the format.
  

  Sincerely,
  
  Remi Royal

  Business Response

  Date: 05/21/2025

  Dear Ms. ************************* you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  We genuinely appreciate your feedback and understand how frustrating it can be to encounter issues during your experience with us. Please know that your satisfaction is very important to us, and we take your comments seriously. 
  
  After a thorough review of your communication history, I can confirm that no further calls or communications were received from you after your last interaction with us on December 16, 2023. While we truly empathize with your frustration, we kindly expect that our guests will reach out to us in a timely manner should they encounter any concerns or issues with their reservation so we can work to address them promptly. 
  
  We understand that this may not be the resolution you were hoping for, and we sincerely regret any inconvenience you have experienced. We appreciate your understanding in this matter, and I want to assure you that we have carefully considered your feedback. 
  
  At this time, we must respectfully confirm that our position remains unchanged, and no refund will be issued. However, please know that we genuinely value your feedback and hope that your future experiences with Celebrity Cruises can be more positive and seamless. 
  
  We truly appreciate your understanding and the opportunity to serve you. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises 

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally document a serious complaint and request urgent resolution regarding my recent sailing on Celebrity Silhouette (April 1418, 2025) and my upcoming cruise on Celebrity Beyond, sailing within 60 days.While aboard the Silhouette, I contracted norovirus beginning on the second day of sailing, resulting in severe illness, mandatory isolation, and loss of half my trip. The food quality and service during this time were unacceptable, with minimal dietary accommodation, no towel or tray removal, and overall negligence in the support provided to ill passengers. This incident has exacerbated preexisting medical conditions, for which I have submitted official medical documentation clearly stating I am unable to travel for the next three months.Despite multiple calls to customer service, repeated documentation submissions, and validation of my medical documentation, Celebrity Cruises has refused to cancel my upcoming trip, which I cannot take without serious risks to my health. I was offered only a $300 future cruise credit, which in no way compensates for the medical, financial, and emotional distress suffered.Please be advised that I will be pursuing all necessary legal and regulatory channels, including filing formal complaints with the *************************** and the State Attorney General, and I am considering legal counsel to explore further recourse. This treatment is deeply disappointing after a decade of loyal patronage.

  Business Response

  Date: 05/02/2025

  Dear Ms. ****************************** you for contacting the Better Business Bureau regarding your Celebrity Beyond sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Thank you for reaching out to us. I want to sincerely apologize that you contracted norovirus onboard. We understand how challenging and distressing this experience must have been, and we truly regret any discomfort or inconvenience caused. 
  
  After a careful review of the situation, I can confirm that all necessary assistance was provided to you onboard. Due to the medical isolation protocol, we issued you a Future Cruise Certificate to compensate for the days missed during your isolation period. We hope this helps acknowledge the disruption caused to your plans. 
  
  Additionally, I have reviewed the ship logs and communications. When our staff checked on you, you advised them that you no longer required medical assistance. Our records also indicate that there were no reports or complaints regarding the food provided through room service during your stay. 
  
  Regarding your upcoming sailing, we understand that you may need to cancel. Per our records, you initially spoke with multiple managers about this matter and were offered options, including the ability to change your ship and sail date with the waiver of any change fees or receiving at least 25% of your non-refundable deposit as a future cruise credit. These offers were declined initially. However, based on recent notes on your account, we see that you later contacted us again to inform us that you would like to change your ship and sail date, and in that instance, you received assistance, and the change fee was waived as promised. 
  
  Unfortunately, we are unable to alter our position regarding the cancellation policy, and no refund will be issued. 
  
  We truly appreciate your understanding and hope that the support we provided reflects our sincere commitment to your satisfaction. We wish you the best. 
  
  Sincerely, 
  
  
  
  ***** Suico 
  Celebrity Cruises