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:12/06/2023

  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.

  Celebrity canceled my paid-in-full cruise scheduled in Dec 2023 only 36 hours before departure, because of a glitch in their system that didn't invoice for balance on a PREVIOUS cruise that was completed in 2022. Even though they refunded the cost of the cancelled cruise - I am requesting a future cruise credit as compensation for reckless disregard. They admitted that there was a computer error on their part and the final invoice was not billed. As I went on the cruise and knew nothing about the balance due - I went in good faith that all was well. The Celebrity agent also advised me to ignore the invoice that was sent more than 2 months AFTER I had returned home, as it appeared to be either a phishing attempt email or a mistake. No one has contacted me about the invoice in over a YEAR since then. The first I knew about it was literally 36 hours before my current cruise - which they cancelled without giving me an opportunity to rectify any mistakes. My request for a future cruise credit of $2,250 is not unreasonable under the circumstances. Extra expenses occurred because of the last minute cancellation - pet sitting fees, airline change fees - time booked off work - and not to mention the emotional turmoil of dealing with this.

  Business Response

  Date: 12/19/2023

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I see you have got already a response from our Executive team advising that we cannot compensate you for unpaid cruise vacations. 
  
  We only wish you the best. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20966993
  
  I am rejecting this response because:

  The celebrity billing departments system was broken so none of this was my fault. I was completely unaware of any balance on the account. 

  I have asked questions that are still unanswered.

  1. Why has there been NO attempt to contact me in the last 18 months about any remaining balance on a previous sailing (due to a glitch in accounting)?

  2. Why did you wait until the day before my trip to cancel my current passage that was paid in full? 
  

  3. How was I allowed to book another cruise without you alerting me to the outstanding balance? 
  

  4. Why arent you accepting ANY responsibility for your mistake? 
  

  As a courtesy the least you could do would be to offer a future cruise credit of some kind to maintain a clients loyalty to your lines. 

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

  Business Response

  Date: 01/15/2024

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  As discussed in our call, as we trust our guests to pay balances, we do not call, to avoid bothering our guests, instead, we send an invoice by email informing them of balance dues, which in this case was sent in October, after sailing ended. That reservation was booked online, and the total gross amount was shown when it was created. 
  When we realize such a situation, we reserve the right to void a reservation if a guest has remaining balances. 
  
  I am sorry you did not ************, but we will be happy to help you book another sailing with us, if you prefer, you may contact a travel agent. 
  
  It was a pleasure talking to you; we hope we will welcome you on one of our ships soon. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20966993
  
  I am rejecting this response because: no person at Celebrity is answering questions. Just referring to standard cookie cutter responses. What do I have to do to get the legal question answered? 
  

  is it legal to cancel a different cruise booked under a different contract? 
  
  Also, why didnt their collections department actually do their job and reach out again (via email invoice or a written letter and invoice) after only 1 attempt to collect 18 months ago?! 

  How hard would it be to offer me a $500 stateroom credit as an incentive to cruise with them again. Dont they care about their clients and future revenue streams? 

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

• Initial Complaint

  Date:12/04/2023

  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.

  My family and I have 3 linked reservations (*******, *******, *******) for the April 25, **** sailing to ******. We will be spending nearly $30,000 with Celebrity on this trip, and have several customer service issues which have not been handled satisfactorily. The main issue is this: I believe we are being charged incorrectly for one of the rooms (reservation *******). Both ******* and ******* are for the same class of room, same sailing, booked the same date. We booked Sky ***** Guarantee rooms. The reservations are now showing that they cost very different amounts ($9,940 vs. $11,828). We have reached out multiple times to the cruise line for an explanation and resolution of this matter, but were told that "somehow" reservation ******* was changed from guarantee (cruise line picks your room # in that category) to a regular sky suite (passenger picks room #), and that is why the price changed. We never picked a room number, although a room number has now been assigned by the cruise line for all rooms.We would request that the cruise line adjust the amount due for reservation ******* to align with the other single-occupancy rate we booked the same date.

  Customer Answer

  Date: 12/04/2023

  Hello,

  Please see attached for additional documentation regarding the billing discrepancy for reservation 8331919. 

  Business Response

  Date: 12/15/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I have protected the rate and do apologize for the discrepancy since I see it got changed when air was removed. 
  
  Were thrilled to have you joining us and will do everything we can to make your vacation memorable. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 12/16/2023

   
  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:11/28/2023

  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 on Celebrity Apex (Res *******) which I had to chancel for personal reasons. I paid a 500 dollar deposit. I was told at the time of canceling that the deposit was non-refundable, which I understood. However, I was told that if I wanted to book another cruise I could shift the deposit (less a 200 dollar change fee) to another cruise. I am attempting to do that but I am now being told that the full amount is lost. I am simply asking that I be issued a future cruise credit for 300 dollars that I was told I would get when I cancelled. I would like to book another cruise with Celebrity.

  Business Response

  Date: 12/15/2023

  Dear ************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Below, youll find your Future Cruise Certificate information:  
  
  Guest name: ********************;
  Certificate: 3-UHXXLU6 
  Amount: 150 USD 
  Expiration date: 12-02-2024 
  
  Guest name: ************************;
  Certificate: 3-UHXXLU4 
  Amount: 150 USD 
  Expiration date: 12-02-2024 
  
  To redeem your ***, please visit CelebrityCruises.com/future-cruise-credit or your Travel Advisor. You can also contact us using the below information: ************* and ******: ************** or email us at ******************************  
  
  We would like to make you aware of some important information regarding your ***s: 
  Future Cruise Credits are per person, per booking, and valid only for the person noted above.  
  . ***s are redeemable towards cruise fare only and are not valid on Complimentary cruises, Incentive bookings, and Charter sailings. 
  All guests are responsible for taxes and fees where applicable. 
  Celebrity Cruises reserves the right to void the *** Savings amount if the guest named above receives other reimbursement. 
  ***s are only valid for the cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  Additional terms and conditions apply. 
  
  I hope this helps. 
  
  If you have any other questions or concerns, feel free to contact our ***************** at ************ from North America, **** 493 **** from ******, or ************** worldwide. We are always happy to assist. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:11/26/2023

  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.

  Please see letter below in upload.

  Business Response

  Date: 12/01/2023

  Dear *******************: 
  
  Thank 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. 
  
  Unfortunately, we are unable to advise travelers of further required travel documents, including travel ****s. Due to the number of countries that Celebrity Cruises visits and the continually changing travel documentation required for each, it is simply not feasible for our cruise line to keep current on all travel prerequisites. As such, it is ultimately each guests personal responsibility to identify and obtain the necessary travel documents before commencing their cruise. Such requirements vary depending upon an individuals citizenship, immigration status, and cruise destination. Alternately, we encourage guests to contact the embassy or ***************** of each country their sailing is scheduled to visit. You can find guidance for obtaining **** requirements by visiting www.celebritycruises.com/frequently-asked-questions

  Have a wonderful day.

  Sincerely, 
  
  
  
  ****************************;
  Celebrity Cruises 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20918823
  
  I am rejecting this response because: Our questions weren't answered by this generic response
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair 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 celebrity cruise for my December birthday on June 25, 2023; Reservation # *******. After my cruise was paid off, they offered an opportunity to upgrade based on an offer from the consumer. I offer $75 (double occupancy) for an upgrade to an ocean room. On November 20, 2023 11:08am, I received an email from Celebrity stating my offer had been accepted. They charged my card but didn't go through the first time, so they re ran it and it was approved. Subsequently at 11:16am, I received an email with my new cabin and booking information. I believed they would book the upgrade in the same area of the ship in which was originally booked. If I booked in the middle obviously I wanted to be in the middle, etc. And if there isn't anything to offer in that area then an offer would not be made. However, when I went to look where the new cabin was, it was in a whole different location of the ship. It was in the very front #****. I immediately replied to the email at 11:18am advising them that I am not able to tolerate movement at the very front of the ship and if they could find something closer to my original room which was directly in the middle of the ship, and if they couldn't to please put back in the original room. I also told them that it would be nice to see the proposed cabin before accepting in case there are any issues they are unaware of, as they do with other cruise ships. When they send the offer, they send the cabin # and ask you to accept if it is okay. I didn't hear anything back so at 11:50am I called the customer service number was told there is no way to reach that ***** I called back at 12:33pm to escalate and speak to a mgr because I didn't want my room to be given away. I was met my *****, Supervisor who was very rude and attempted to taunt me regarding the situation. I attempted to explain to her that I will be very ill the entire cruise even with Dramamine if I were placed in the very front of the ship.

  Customer Answer

  Date: 11/21/2023

  I called this morning and they were able to move my cabin from **** to ****. I am happy with that. It went from the very front of the ship to mid. I am excited I can enjoy my birthday cruise without being sick the entire time. 

  I am satisfied with this outcome.

  Thank you! 

  Business Response

  Date: 11/22/2023

  Dear ****************:  
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Eclipse sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Celebrity cannot guarantee a specific cabin number assignment within the upgraded category. Celebrity MoveUp FAQ's | Celebrity Cruises *********************************************************************************************************;
  However, I see we did have a stateroom available, and we changed your stateroom to midship already, as we understand your reasons. 
  
  I see that your Celebrity sailing is just around the corner, and I hope youre just as excited as we are for your cruise vacation to begin. We look forward to welcoming you aboard! 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:11/20/2023

  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.

  I caught covid on there cruise in febuary on the appex and 4 of us all got it.was 3 days into it when we all got sick. Was a horrible mess did not eat for the test of the cruise.they never cleaned our rooms

  Business Response

  Date: 11/22/2023

  Dear ******************:  
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I regret to hear that you complained to our ***** Services desk about the food and advised them you would give us a negative review. 
  We also have no records that you reported catching Covid to the onboard medical team. I also noticed that you called us on February 21, and this was not mentioned to the agent either. 
  
  ******************, although we understand and respect your feelings regarding our cruise line, we are saddened that you do not foresee sailing with us again in the future. It is our sincere hope that you will one day allow us the opportunity to regain your faith in Celebrity Cruises. 
  
  Sincerely, 
  
  
  
  ****************************;
  Celebrity Cruises 

• Initial Complaint

  Date:11/13/2023

  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.

  Please see the attached email correspondence to celebrity regarding my request. A summary is below:1. I was charged the incorrect rate for my package, should've been 75% off second guest but I was charged 50% off second guest instead, I'm looking for a refund of the difference. I was charged $643.45 instead of $560.35 for the 2nd guest, this is a difference of $83.10 which I'd ***** take as a stateroom credit.2. I requested the premium drink package. During checkout was *********** would be added for all adults on the same booking, I assumed that I would also get charged. I found out that I was only charged for one package since my husband and I were placed on separate rooms. I wasn't aware of this and am simply asking to honor the package at the same rate of $583.02 ($485.91 pre-gratuity).3. I still haven't been able to get the names on my reservation updated.

  Business Response

  Date: 11/21/2023

  Dear ****************: 
  
  Thank 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. 
  
  We are delighted you will be sailing with us aboard the Celebrity Equinox and understand you wish to receive the best deal available. As pricing and availability are constantly changing, the best way for guests to see current pricing for their sailing is to monitor our website, www.CelebrityCruises.com, or call Celebrity Cruises directly. Should a guest find an available cruise fare that is lower, or wish to change promotional offers, kindly note that these modifications can only be made up to the cruise final payment date, which for your sailing is September 11, 2023. I see both reservations were made online, pricing and promotions were selected online. 
  
  I see you called in and were offered 50 dollars Goodwill Onboard Credit which was added to reservation # *******, now is ready to be used. Luxury is everywhere you look on a Celebrity Cruises ship, and you may use your Onboard Credit in dozens of ways to enhance your experience while you are aboard. You might choose to dine at one of our specialty restaurants, book a spa treatment, or play in the casino. The credit can also be used to buy items in our shops, purchase a beverage package, reserve a shore excursion, or treat yourself to a variety of other onboard amenities.  
  
  The Premium Beverage Package is in the cart under your name, you may proceed with your order, and you may use the 50 Onboard Credit to pay for it. 
  
  Regarding the Move Up program, Celebrity Cruises cannot guarantee that the upgraded cabins will be close together. For more information about our Celebrity MoveUp program, please refer to the Frequently Asked Questions. *********************************************************************************************************;
  
  Regarding names, I certainly understand your desire to ensure the names on your booking match your travel documents. Kindly note that we do not include middle names within the cruise reservation, as there is not an appropriate field for us to enter that information. However, when completing Online Check-In or check-in at the pier, you will be able to add your middle name and second last name as it appears on your passport. 
  
  If you have any specific questions, please feel free to contact us at ************ (North America), **** 493 **** (**), or ************** (worldwide). 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20863235
  
  I am rejecting this response because:

  My initial booking was made online; however, I called and spoke with an agent over the phone to ensure my rooms were together and that agent rebooted my reservation. When she did that, she separated my husband and I splitting us into two seprate rooms and my kids were also separated. Thus, I am still not happy that my reservation is not reflecting the 75% off the second guest for reservation ******* and would appreciate some sort of accomodation considering i did attempt to reach out before the final payment deadline.

  The inside room should have my three children and the balcony room should have just myself and my husband. Hiwever it seems the room inside room is set up only for two people even though three people will be in the room. This needs to be fixed as the "manage your reservation" will not allow me to specify or make alterations. 

  To be clear, reservation ******* should have two guest while reservation ******* should have three guest.

  Additionally, I completed the online check in process and still was unable to update the last names to reflect the passport details. This needs to be fixed as I dont want any issues or delays at check-in.

  *************************** should be listed as *************************************

  ******************************* should be listed at ********************************************

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

  Business Response

  Date: 12/15/2023

  Dear *****************: 
  
  Thank 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 your rebuttal. 
  
  I see you have got the changes made already by one of our agents.  
  
  Were happy you chose to sail with us. Hopefully, well be able to welcome you aboard one of our ships again soon. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:11/09/2023

  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 am filing this complaint with BBB out of sheer desperation. My emails and phone calls have failed to produce any concrete results. My wife and I booked a combine Land Tour and Cruise. We wer scheduled to board the Celebrity Millenium on 7/14/2023 (our Reservation No *******). On 7/13/2023: While on the first day of our Land Tour, we both contracted Covid. I immediately notified the *** (via phone calls and emails) and cancelled the cruise. 7/15/2023: I emailed the *** to inform them that we were isolating at ********* ******* Lodge and, as there were no doctors/ clinics nearby, we would have to return to ********* to do proper tests. 7/20/2023: Having returned to ********* after our isolation, we found a clinic where we did the tests. We sent the results to the *****/7/ 2023: and 8/25/2023 I wrote to the *** to enquire about our refund.9/5/2023: ************************* of the *** replied that sailings after 5/31/2023 do not qualify for the pre-cruise Covid19 cancellation refund anymore.9/11/2023: I wrote to ****** and informed her that Firstly, Nowhere is it stated that a refund would not apply to our cruise (or to any cruise after 5/31/2023)Secondly, I had spoken and written several times to the *** and At no time, did anyone advise me that we would not qualify for a refund.10/19/2023: AK ******* wrote to say that we already have a new policy regarding Covid19 cancellation He/she advised me to call ************** and speak with one of the *** specialists.10/19/2023: I phoned the *** and the person assured me that the ******************* would be contacting me.11/9/2023: I am still waiting patiently! SOMEONE PLEASE HELP US!

  Business Response

  Date: 11/24/2023

  Dear **************:  
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Millennium sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry to learn that due to Covid you were unable to sail with us as planned. It is always difficult to learn that a guest must cancel their cruise for reasons such as this, as we understand how much our guests look forward to and have invested in their vacation. Our Covid-19 cancellation program has been discontinued; your reservation does not qualify for a refund; I see this was also advised by one of our agents.  We recommend filing a claim with your insurance company. 
  
  Once again, I am deeply sorry that, due to illness, you were unable to sail as planned. We sincerely hope you are now feeling better. 
  
  We wish you only the best. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20846928

  Dear Sir/ *****
  

  I thank you for taking up my complaint with Celebrity Cruises.   I am , naturally, disappoitned with their response and, regrettably, cannot accept it.   
  

  I wish to reiterate the following:-

  1.   My wife and I were FORCED to cancel our cruise because of Covid19.      

  2.   We notified Celebrity Cruises IMMEDIATELY, that is BEFORE the embarkation date (July 14, 2023).
  

  3.   I have read our Booking Confirmation and our Geust Ticket Booklet (attached) and NOWHERE does it state that the cancellation of our reservation would not qualify for a refund.

  4.   The last statement issued by Celebrity Cruises (attached) applies to cruises scheduled to sail between April 4, 2023 and May 31, 2023.   No statements were issued regarding cruises after May 31, 2023 (or specifically, regarding our cruise).
  

  5.   We have now been re-imbursed by our insurance company (Brytes) but it is only the equivalent of US $1605.
  

  6.   We paid Celebirty Cruises $9774.60 for the cruise . This is BESIDES the additional expenses of $3310.20 which we incurred as a result of contracting Covid19.

  7.    We appeal to Celebrity Cruises to reconsider their decision and to, at least, ***** us a credit for a future cruise.

  Thank you for all your assistance

  Kind regards
  

  ****** (*****)
  

   

• Initial Complaint

  Date:11/09/2023

  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 October 26, 2023, I paid Celebrity Cruises my full fare of ($2,370 - $-1,732 + $288.30) $926.30 for two guests in an Ocean View Stateroom under Reservation #*******. The $288.30 was for the Taxes, Fees, and Port Expenses for the two guests ($144.15 x 2 guests), according to the attached screenshot of my order summary after I booked the reservation. I paid the trip total in full, forgoing the option to make the minimum deposit. A few days later, I went into the "Manage Reservation" section of the website, and it said I owed an additional $1,900+ for my booking, but this was obviously some sort of glitch and the Support Representative I spoke with over the phone fixed the glitch, returning my balance to $0. Great! A couple days later, I noticed that the glitch happened again! I call the same Support line, and now they say I owe $144.15 for Taxes/Fees/Port Expenses plus an additional $71 for (gratuity?). This is not correct as I've already paid the Taxes/Fees/Port Expenses for two guests ($144.15 x 2 guests = $288.30) as shown in the attached screenshot of my order summary. The representative I spoke with when I first called said I was paid in pull and am good to go, which I was, now the second representative tries to pull this on me. This is not okay. This order summary/breakdown clearly shows I paid for two guests, but now they want more. I fear this company deployed a "bait and switch" tactic with an attempt to extract money from unaware consumers. I want to go on my cruise and I'm excited for it, but this is not a way to do business. If we could find a resolution, that would be great. I should not be required to pay an additional set of taxes/fees/port expenses.

  Business Response

  Date: 11/24/2023

  Dear ****************:  
   
  Thank 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. 
  
  The total trip booked online was $926.30 USD with no pre-paid gratuities added. After adding gratuities to the reservation for $144.00 USD, the new total is $1070.30 USD. After we received the payment of $926.30 USD, there was a refund made of $71.15 USD. Now the balance due is $215.15 USD and the final payment date is December 09, 2023. I have sent an updated invoice to your email. 
  
  We apologize for any inconvenience and misinformation, as a goodwill gesture I have added Onboard Credits for 50 USD. 
  
  It was a pleasure speaking with you. I really appreciate your feedback and assure you it will be used to improve the Celebrity experience. We cannot wait to welcome you and ***** *** on board! 
  
  If you have any questions or concerns, please call our ***************** at ************. 
  
  Sincerely, 
  
  
  
  ****************************;
  Celebrity Cruises 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20846750
  
  I am rejecting this response because:

  The math provided in the response to my complaint is simply incorrect. See below.

  The gratuity ($144) was added to the original booking price ($926.30) when it should've been added to the adjusted booking price ($855.15) which includes the $71.15 refund.

  The adjusted booking price equals $926.30 minus $71.15, bring us to a total of $855.15.

  When gratuity of $144 is added to the adjusted booking price, my total is now $999.15, NOT $1,070.15 (you forgot to account the $71.15 refund). 
  

  As stated in your initial response, the only thing missing from my booking was the gratuity, so I should only be charged the gratuity charge of $144. Please advise.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/19/2023

  Dear ****************:  
   
  Thank 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 your rebuttal. 
  
  I see that we have received the $215.15 USD payment to show your reservation paid in full, that covers the service fee amount of $144 USD and the $71.15 USD previously refunded. 
  
  Once again, we are delighted to have you joining us and will do everything we can to make your vacation enjoyable. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20846750
  
  I am rejecting this response because:

  I was forced to pay the incorrect "remaining balance" of $215.15 USD by December 9, 2023, or else my reservation would've been cancelled. When can I expect the refund of $71.15 back to my account? This original refund was offered to me from the first representative I spoke to over the phone as a result of a price drop of the cruise (the cruise was $71.15 less expensive when I spoke to the representative over the phone, so she refunded me the difference, and I appreciated it).I should not be required to pay the $71.15 as it was refunded to me. I do not understand why you're asking for it back. Please advise on when I can expect my refund back. Thanks!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/30/2023

  Type:Sales and Advertising 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.

  We recently completed a cruise on the Celebrity Summit from ****** to ***** (booking number *******). This ship is the oldest in their fleet and it was evident that lots of exterior maintenance was overdue since there was rust and corrosion all over the outside of the ship. Paint was peeling all over, including on our veranda. On the third day of the cruise I noticed there were chunks of ***** dirt and paint chips all over our veranda and when I looked up I noticed a large section of the underside of the deck above had fallen off the ship during the overnight storm which left insulation and pipes exposed. I went to the guest relations desk to alert them of the situation and they seemed more concerned about cleaning the mess up than the fact that a big piece of the ship fell into the ocean. Still, they apologized and later called to say that the staff captain was aware of the problem and it would be repaired at our first port call (*******) on the 5th day of the cruise. We didn't feel comfortable sitting under the open hole and every day more chunks of debris were on our deck and chairs so we only used the veranda for a very short time over the length of the cruise. I had originally booked an ocean view cabin and paid $1730 more to upgrade to a "deluxe veranda" with an extra large deck so we could enjoy the tropical weather in ************* but each day the deck and furniture was dirty and the hole above our veranda was never repaired. The ship was full so there wasn't an opportunity to change cabins. I feel that I am *********** a refund or future cruise credit in the amount we paid to upgrade since the cabin was more or less only equivalent to the ocean view we booked as we only got very limited use out of the veranda and had we known what we were in for we would never have paid to upgrade to this cabin. Celebrity has to step up on their exterior maintenance. Someone could have been injured or killed if that piece that fell off hit them.

  Business Response

  Date: 11/01/2023

  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. 
  
  Thank you for choosing to sail with Celebrity. Listening to our guests is the best way to ensure we provide the best possible sailing experience, so we are grateful you have taken the time to share your feedback on your recent sailing experience. 
  Below you will find a Future Cruise Certificate offer for use on future sailing with Celebrity. Please be guided by the included guidelines and instructions for redemption when considering a future cruise. 
  
  **************************;
  Certificate Number: 1-VI5J950 
  Amount: $200 USD 
  Expiration Date: November 1, 2024 
  ****** Doctor
  Certificate Number: 1-VI5J8ZY 
  Amount: $400 USD 
  Expiration Date: November 1, 2024 
  
  To redeem your ***, please visit CelebrityCruises.com/future-cruise-credit or your Travel Advisor. You can also contact us using the below information: ************* and ******: ************** or email us at ****************************** 
  
  We would like to make you aware of some important information regarding your ***s: 
  Future Cruise Credits are per person, per booking, and valid only for the person noted above. ***s are redeemable towards cruise fare only and are not valid on Complimentary cruises, Incentive bookings, and Charter sailings. 
  All guests are responsible for taxes and fees where applicable. 
  Celebrity Cruises reserves the right to void the *** Savings amount if the guest named above receives other reimbursement. 
  ***s are only valid for cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  Additional terms and conditions apply. 
  
  We are glad Cruise with Confidence has given you the flexibility to find the perfect cruise that fits your needs. We look forward to welcoming you on board soon. 
  
  If there is anything else we can do to help, please do not hesitate to call our ***************** at ************. 
  
  Sincerely, 
   
   
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20798702
  
  I am rejecting this response because: We paid $1730 to upgrade and I see you're offering $200 to my wife and $400 to me for FCC...I am not sure I understand why she's not *********** the same FCC as I am?  So, how about just give us each $400, or around 50% of what we paid to upgrade and we can call it done?  Thanks.
  
  Sincerely,
  
  ****** Doctor

  Customer Answer

  Date: 11/10/2023

  I have reached out directly to Celebrity and resolved this issue so you may close this complaint.  Thank you.