Complaints

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• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising 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.

  First let me say the health check they tell you you must make appt for day you get on ship and wear mask too (while your other regulations counter this but we had to pick a appt and nothing happened / no appt oh and I got covid on cruise also was bruised asaide We cruised on celebrity equinox April 6,2023. Leading up to this we booked during covid - first celebrity charged my husband and I over $1000 from actual total & my mother in law and aunt $1500 over. Celebrity was not going to make it right but I had receipt at time of booking and had printed it so after about 6 hours that part got right. Then celebrity stated we cancelled the covid cruise which makes no sense has my min and aunt didnt so why would we? I called to book cruise to use credit and I explained to celebrity agent our before packages are supposed to make the trip and we didnt care what trip as long as we got what we. Had before . I gave booking number in order to keep the qualifying offers & was assured all would show as applied. The offers we are that We didnt get prepaid gratuities, dinning package, $300 on board credit, beverage package however for whatever reason we were charged daily gratuities, randomly three days before cruise ended ****** for beverage package - what thehell? No dinning and missing $100 on board credit. All staff on the ship were not on same page - we complained because half ppl were going off old rules before new year and others had no idea of changes period. Your dining room Messed up our dining countless time And told my husband about his surprise birthday after **** had already forgot to do it for 3 days but then **** told him despite everyday I went to ***** services to work out your mistakes again.I came down with Covid but no one wanted to listen. Per your staff 16 is adult. If you cant find your room key its outside your stateroom with all your personal info talk about major trigger. I have 50 pages of this. Celebrity got to lie &lie& lie & now make it right

  Business Response

  Date: 05/04/2023

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding your April 6, 2023 sailing aboard the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  Were very sorry you encountered a number of frustrations with your recent Celebrity cruise vacation. As soon as I finished reviewing your BBB case, I got in touch with **** from our Engagement Team so that she could provide her support. I was happy to see that **** was able to reach you by phone and speak with you about your concerns in detail. Be assured, **** made careful note of all your feedback, includingamong other thingsthe handling of your previous cruise cancellation, your dining experiences, and the fact that towel and linens werent changed for your stateroom. I see that she also took the time to clarify a misunderstanding regarding our guests ability to carry over promotions from an old reservation to a new reservation. We especially appreciate you taking the time to share your concerns about the seeming lack of COVID-19 protocols during embarkation,our staffs response to your illness symptoms, and the way the room cards were distributed to passengers, as the safety of our guests and their personal information are some of our highest priorities. We value the information youve provided to us, as it gives us an opportunity to continue to improve our processes and our communication.
  
  Please also again accept our sincere apologies that your husbands birthday was not celebrated more immediately, which caused disappointment and inconvenience. According to our records, the celebration was notated for April 14, and, on that date, you were both treated to a bottle of champagne,a bottle of wine, cake, and a cheese platter. We do hope you both enjoyed these special birthday amenities, even though recognition arrived later than you had expected.
  
  With regard to the beverage package, we show that it was purchased, at a prorated cost, 72 hours before the sailing ended. Normally, in a situation like this, any beverage purchases made before that time would not be covered by the beverage package. However, as a gesture of goodwill, we would be happy to refund the $77.60 that you were charged for drinks outside of the package. In order for ** to process the refund, you will need to call our ***************** at ************ so that one of our representatives can obtain your full card number. To ensure that credit card information remains secure,please do not send this sensitive information by email or BBB reply.
  
  *******************,we appreciate you reaching out to us through the BBB and giving us this chance to assist. We look forward to hearing from you soon and refunding you as promised.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19973754
  
  I am rejecting this response because:
  Many reasons and the call was on a recorded line so i know it can be played back. Guest ability to carry over promotions is literally on the cruise sheet / itinerary which took a while for **** to find but she didnt and so we went from this is not on anything from them which its on all mine even the pre COVID one then **** told me I booked this online so thats why I was seeing what I was seeing and I told her nope I called to book it because I had to per what it said on my emails from yall how to use cruise credit. Then finally she finds what ** reading and tries to explain it off as something else so we went from no idea what Im talking about to oh you booked online to finally finding and trying to explain it otherwise but the wording is clear to keep your booking id so you can match your promotions! Its typed! **** just cant stop lying and I told **** at the end of the call I was not happy and yall still liars. I had covid and thats not address here nor is your staffs lack of response to it which was the same as I guess the required health check we had to make appt for and supposedly wear a mask prior to boarding ship whixh didnt happen. And once we knew I had covid the staff responded basically like well we dont really do anything for that now. Test arent required .. vaccines arent many ppl probably have it cause no test anymore. Regarding my husbands birthday I had to go to guest services three times and finally i called head of dining room as yall messed up dinner the first night hugely shouldnt seat multiple couples together at one table in fancy restaurant and these are just random ppl. Shouldnt had been response when I found head of dining room to say hed try to fix it tomorrow - no I made it clear when booking dinner for two in main dining room was special. As for his birthday yes we celebrated the birthday after one of the head dining room guys ruined the whole surprise by saying to ** we heard its a birthday but dont know wheres you want the cake and Id set this straight for four days now and cake was to be in room at 7 pm now this guy is told my husband about the birthday and surprise whixh my husband knew killed me and Id made it clear with guest services who called room service the cake and chocolate covered strawberries were to be in room at 7 pm so no the dining room guy shouldnt of had any questions and it ruined the surprise. The cheese in our room and cake were told to me an apology for what happened at dining room as I spoke to head guy over dining room about his person ruining surprise. Your bar manager made it very clear that package could not be purchased then to see **** talked to my husband ? No he didnt he made a girl cry he was so mean and rude then realized he was wrong later on but never was it okayed By us period. Some staff spoke about major policy changes in Jan others had no idea - it was a mess no one even your top ppl were on same Page. My husband asked for a second lobster tail the night his birthday was celebrated and this is common on cruises and we were told we would have to pay by waiter well no where did it say that in menu or anywhere and we paid that includes food and main dining room. And the main points come back to yall originally overcharged for our pre covid cruise by over **** and werent going to refund ** the amount you fraudulently took even though I had the receipt from the moment I booked it - that took about 6 hours on phone and even with proof **** fought it - then **** said we cancelled covid cruise well we didnt yall didnt but yall wouldnt refund ** despite I said pull the call recordings yall record it will show yall cancelled when I called to verify what was going on. Then we were told as I point out about the promotions coming with next cruise clearly on yalls documents that is now something yall want to lie about. And its said yall are watching and working with the cdc but their guidelines are different and for passengers like me who had covid on cruise it was not cared about so who would feel safe cruising with yall !? Yall need to own your stuff - not try to sugar coat and make it sound better because that makes it worse. And stop lying. 

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

  Business Response

  Date: 05/12/2023

  Dear ******************:
  
  Thank you for your follow-up email to the Better Business Bureau.
  
  I am very sorry you were displeased with our previous response and with your phone conversation with ****. I am happy to take this opportunity to respond to your concerns in more detail.
  
  With regard to the original reservation in 2020, there was a pricing discrepancy of $200.00, which was corrected. When you called in on March 9, 2020 to discuss cancelling due to an illness, our records indicate we advised that ***** with Confidence was the only available cancellation option at the time. You chose to accept that option, and the booking was then cancelled. We subsequently cancelled the sailing itself 6 days later, but, as your cruise reservation was no longer active at that time and wasnt impacted by the global suspension of our sailings, you were not eligible to receive a refund. This was already addressed via a previous BBB complaint.
  
  When you rebooked, you were advised of the available promotions and selected one.The notation you referenced regarding promotions stresses that, when changing a ship or sail date, a guest must maintain the same booking number in order to keep their onboard offers. As your original booking was cancelled, thus prompting the booking number to change, that became null and void.
  
  I am very sorry that you encountered frustrations with your beverage package, as we certainly never want to hear that one of our guests was upset to the point of tears as a result of an interaction with one of our staff members. We understand the importance of treating our guests with kindness and courtesy, and I assure you the feedback youve provided about this experience will be shared with the appropriate channels and used to help improve the customer care we provide. Although you contend that the purchase of the beverage package was never approved, we do have notes from the ship indicating that your husband did add a package to your reservation for both of you, prorated for a 3-day period of time.
  
  For your convenience, Im including a breakdown below:
  Per-Person Base Beverage Package Cost: $89.00 per day x 3 days = $267.00
  Per-Person Gratuity Cost: $267.00 package cost x 20% gratuity = $53.40
  Total Per-Person Beverage Package Cost: $267.00 package cost + $53.40 gratuity cost =$320.40
  TOTAL BEVERAGE PACKAGE COST = $320.40 total per-person package cost x 2 guests =$640.80
  
  As previously explained, all beverages purchased prior to the addition of the beverage package were not covered. However, we would still be happy to refund the $77.60 in drink charges that you incurred earlier in your sailing as a show of goodwill. Again, in order for ** to process the refund, you will need to call our ***************** at ************ so that one of our representatives can obtain your full card number. To ensure that credit card information remains secure, please do not send this sensitive information by email or BBB reply.
  
  When it comes to dining, weve confirmed that your original booking did not include a dining package. Rather, it included an Onboard Credit, so there was never a promise of a dining package. Your reservation history indicates that a table for four was originally requested for your cruise, and that was the size of table you were seated at on the first night of your sailing. I am glad to learn that when you brought to the dining staffs attention that you would prefer a table for 2, it was accommodated on subsequent nights. With regard to the lobster situation, it does sound like the recent updates weve made were not well communicated to our shipboard staff. We appreciate you bringing that to our attention and will pass along this feedback to the ship, as it is essential that all staff members be properly informed about any policy changes that have been made to our dining offerings.
  
  It is truly unfortunate that your husbands birthday surprise was inadvertently spoiled by our staff. Im sure you put a lot of thought into planning something special for the occasion and had been looking forward to your husband's reaction. I sincerely apologize that our efforts to ensure the proper delivery of your order ended up causing more harm than good. As you mentioned, the surprise you ordered was still ultimately delivered as promised, and, we did provide compensation in an effort to make amends for our mistake.
  
  Concerning COVID-9, although we maintain high health and cleanliness standards and do our very best to prevent the spread of illness on board, we do make it clear to guests that there are potential health risks to sailing. That is why, upon doing online check-in and boarding the ship, all guests who sail with Celebrity Cruises sign and agree to our Cruise Ticket Contract, which outlines our companys COVID-19 policies and responsibilities, as well as the responsibilities of our guests, as stated below:
  
  PASSENGER ACKNOWLEDGES, UNDERSTANDS AND ACCEPTS THAT WHILE ABOARD **********, IN TERMINALS AND BOARDING AREAS, OR DURING ACTIVITIES ASHORE AND/ OR WHILE TRAVELING TO OR FROM **********, THE PASSENGER OR OTHER PASSENGERS MAY BE EXPOSED TO COMMUNICABLE ILLNESSES,INCLUDING BUT NOT LIMITED TO COVID-19, INFLUENZA, COLDS AND NOROVIRUS.PASSENGER FURTHER UNDERSTANDS AND ACCEPTS THAT THE RISK OF EXPOSURES TO THESE COMMUNICABLE ILLNESSES AND OTHERS IS INHERENT IN MOST ACTIVITIES WHERE PEOPLE INTERACT OR SHARE COMMON FACILITIES, IS *************** CONTROL, AND CANNOT BE ELIMINATED UNDER ANY CIRCUMSTANCES. PASSENGER KNOWINGLY AND VOLUNTARILY ACCEPTS THESE RISKS AS PART OF THIS TICKET CONTRACT, INCLUDING THE RISK OF SERIOUS ILLNESS OR DEATH ARISING FROM SUCH EXPOSURES, AND/OR ALL RELATED DAMAGES, LOSS,COSTS AND EXPENSES OF ANY NATURE WHATSOEVER.  
  
  That being said, we genuinely regret you became ill while on board, and it is concerning to hear you were given the impression that we are no longer taking any COVID-19 precautions on the ship. To the contrary, guests who are experiencing symptoms and/or suspect they may have COVID-19 are still expected to report to the medical facility on board, as we still have policies and protocols in place to help minimize transmission, including placing COVID-19 positive guests and their close contacts in isolation.
  
  ******************, because I know you were greatly disappointed by our initial handling of your BBB complaint, I have also made our leadership team aware of your concerns. Should you wish to talk about any of the above topics in more depth, please know that a member of our leadership team would be happy to personally speak with you. In fact, one has already attempted to reach you by phone. If you would like to hear back from our leadership team, please just let me know a few dates and times when it would be convenient for you to take their call, and I will be happy to pass along that information to them.
  
  Again, thank you for your time and your input.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19973754
  
  I am rejecting this response because:

  let Me note and make very clear Ive spoken to multiple ppl at celebrity and just as it was on the ship - everyone has a different story to why something is or say new policies or deny or state we did something a way we didnt and so on. Not one person on the ship or off are aligned and celebrity staff when Ive called largely make false assumptions and explain things entirely differently, state something doesnt exist, say something I did that I didnt, assume, and most notable lie. **** deserve to be reported so ppl know and those who dont know they can speak up have a voice. Lots of reviews about yall make very similar factual statements about their experiences that align with what happened and continues to happen with ***** claims and lies. At this point Im going to look at what else can be done for your cruise line to be held accountable and safety alone of passengers is very scary that it seems its not about your customers at all. I told your staff I had covid and asked what to do and was told by multiple employees different version of basically well were not doing test anymore to get on and vaccines arent required and so one even joked due to things yall dont do or require many passengers probably have it. Its also so alarming you leave the passengers sea pass at their room door for anyone to get that info and name and such. Those cards are linked to a card and I understand someone using it would be caught quick but sick ppl thrive on info like that and names are on the cards along its other info about sole person on card. Beyond alarming. We also had to make a appt for w health check prior to boarding and it clearly states a mask must be worn to that despite it countered everything else yall said which was no vaccine require, no covid free test , no mask , no fever checks and the health check did not happen so Im not sure the point.

   

  I am rejecting this response because all celebrity has done and continues to do is lie and bringing up my old complaint and speak about it multiple times feels like (since word choices by celebrity response make it seem like i was disgruntled person due to their response to my first complaint of their lies and bringing it up multiple times seem to be something celebrity is trying to make it look like I had issue with them before so now im just unhappy again). But the truth about the original booking was you are wrong about the price difference and the phone call where yall didnt even want to make it right. We DID not cancel our previous cruise as we have stated many times it was cancelled by your staff member - I did call to alert celebrity I was sick / had been sick and it was your staff member who said I wouldnt be allowed on the ship so SHE was who cancelled it as she said I wouldnt be able to get on ship. Yall dont want to own that but its the facts and while I understand **** probably told your staff a narrative to tell customers during that time and maybe she wasnt suppose to cancel it or tell me she had to but she did and I have said the whole time pull the recorded phone call cause you would hear it was not me who cancelled it. It would also make no sense we cancelled as my mother in law and aunt were going with us and had not cancelled and we would of all traveled together so at some point you are going to have to own the fact that yall cancelled that cruise and not us- its not even logical because ppl going with us. Equally as your staff member stated when she cancelled she went as far to say she would not even think travel like airlines would allow me but that is your staff member - I simply notified I was sick and had been. You claim my booking number changed because it was cancelled but it did not change. I used the booking number from the original cruise that yall cancelled not us but nonetheless the point is I used that booking number so it did not change. I dont need a breakdown of beverages but none of your staff knew anything on the same level it was me who spoke to your bar manger and he made me cry and made it clear it was not possible he also called someone else to confirm despite he had just told me he was the final voice in bad things which I was like apparently not since you had to call someone which it appears my husband was documented as one spoken to probably because it sounds and is terrible to make anyone cry but esp a woman. The entire staff all had different stories about the drink package but when I went to your bar manager guest services has said it could be purchased at any bar and would be prorated as it was 3 pm that day - went to three bars and kept getting sent around til finally one bartender saw the bar manager and he told me new policies started in January very forcefully and rudely despite your app said that it was allowed and he did not like being questioned but it was again on your app and I showed it but he still said no. Now later we crossed paths and he stated that as I had stated the crew was not on the same page and kinda tried to apologize the point about the drink package here its to show examples of how this is obviously yall that are the issue. Not some disgruntled person yall want to look bad and turned the tables but yall want to take no accountability despite so many things and the full stories. 
  

  our dining adventure- i did not make a reservation for a table or four for this cruise that would be stupid because its two of us and I would not take extra space from other ppl. I feel like if my booking says that its using notes from the first booking when we had requested a table of four as we were supposed to travel with two others but this trip they would not be with us period and I made it clear how important dinner was. Also its a absolute lie we were seated at a table of 8 the first night and three other couples did sit with us whixh we all agreed was awkward and ridiculous however I tried to stop it before it started as when we were seated I said its only two of us then we were told it would be just us and I continued to push the issue as it made no sense putting us at a table of 8 but a couple at another table of 8 infront of us did have their table all to the two of them however the woman at that table watched in panic as she saw what was happening at our table and didnt want it to happen to them. The night we had a table of 4 was the night we finally celebrated my husbands birthday. If youd like to tell celebrities side you should not lie in doing so. Our first night was a table of 8 and not 4 as you said you verified. It was great it got corrected to table of two but it should of been corrected that night or us assured of further nights but the head of the dining room told me hed try and brushed me off but another staff member looked up our reservation and told me and him that my booking does request table of two so somewhere a dining room employee could see this I would assume **** should be able to as well. I agreed to the cruise contract - I am simply reporting yall did nothing when I had covid and no staff member told me to go to medical and my understanding was you could not just walk into medical. If ppl cruise with yall they should be aware Same as cdc and such that covid reportings when confirmed are not taken to anything needing to be done and person is allowed to go about ship as normal and expose ppl. I was also told to be clear I didnt need medical as your employees said yall dont check fevers or for covid before boarding or require vaccines so like the one who joked probably many have it well I can believe that. But it needs to be out and other ppl know. Furthermore yall say yall follow the cdc but the cdc had very different views at time of our cruise. To bring up my pass complaint just makes yall look so much worse as it allows me to show the lies from back then as well. Not one of yall want to take responsibility for anything. Its scary and alarming but this is final point we did not cancel our first cruise to further put weight to that why would we have cancelled as I said we had two other ppl going with us and also with the whole money thing of us being ridiculously overcharged for what was on the final receipt and same. Happen to my mother in law at the point why would we have done anything to end up with a credit from **** as yall fraudulently took extra money from our parties and families and yall werent going to fix it despite ** having final receipts so why would anyone do anything to end up with a credit to a future cruise. We felt it was best to move forward apart after the money thing alone - you cany take money from ppl that they didnt agree too and believe its your right to keep it like that was a 6 hour battle with yall despite rock solid proof. *** always said pull the calls or do this or that to show Im not lying but yall never have or what you say you pull is not correct. Why would we pay for a cruise where as it states on my previous one I used booking number to get same promotions first yall told me this time this wasnt listed on your papers, then I was told I booked online so thats why I could see it , then it was explained to mean something else but at the time of booking I used the original booking Id and was told I just had to pay the difference for the days its over and the credit didnt cover along with the extra day things the package from previous would not have covered either whixh was approve &1100 plus 379 times two so basically ************************************************************************************************************************************** drink package and so on. Yall are a dangerous cruise line because yall are deceitful and not afraid to be that way or lie no matter the cost to your customers. Also on our cruise many of us were charged for things we didnt get or do and this was talked about widely on cruise. And to your final point of calling yall to make it sound like Ive not spoke to yall well I have several times and much of that info is included in details here. 

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

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19973754
  
  I am rejecting this response because:

  let Me note and make very clear Ive spoken to multiple ppl at celebrity and just as it was on the ship - everyone has a different story to why something is or say new policies or deny or state we did something a way we didnt and so on. Not one person on the ship or off are aligned and celebrity staff when Ive called largely make false assumptions and explain things entirely differently, state something doesnt exist, say something I did that I didnt, assume, and most notable lie. **** deserve to be reported so ppl know and those who dont know they can speak up have a voice. Lots of reviews about yall make very similar factual statements about their experiences that align with what happened and continues to happen with ***** claims and lies. At this point Im going to look at what else can be done for your cruise line to be held accountable and safety alone of passengers is very scary that it seems its not about your customers at all. I told your staff I had covid and asked what to do and was told by multiple employees different version of basically well were not doing test anymore to get on and vaccines arent required and so one even joked due to things yall dont do or require many passengers probably have it. Its also so alarming you leave the passengers sea pass at their room door for anyone to get that info and name and such. Those cards are linked to a card and I understand someone using it would be caught quick but sick ppl thrive on info like that and names are on the cards along its other info about sole person on card. Beyond alarming. We also had to make a appt for w health check prior to boarding and it clearly states a mask must be worn to that despite it countered everything else yall said which was no vaccine require, no covid free test , no mask , no fever checks and the health check did not happen so Im not sure the point.

   

  I am rejecting this response because all celebrity has done and continues to do is lie and bringing up my old complaint and speak about it multiple times feels like (since word choices by celebrity response make it seem like i was disgruntled person due to their response to my first complaint of their lies and bringing it up multiple times seem to be something celebrity is trying to make it look like I had issue with them before so now im just unhappy again). But the truth about the original booking was you are wrong about the price difference and the phone call where yall didnt even want to make it right. We DID not cancel our previous cruise as we have stated many times it was cancelled by your staff member - I did call to alert celebrity I was sick / had been sick and it was your staff member who said I wouldnt be allowed on the ship so SHE was who cancelled it as she said I wouldnt be able to get on ship. Yall dont want to own that but its the facts and while I understand **** probably told your staff a narrative to tell customers during that time and maybe she wasnt suppose to cancel it or tell me she had to but she did and I have said the whole time pull the recorded phone call cause you would hear it was not me who cancelled it. It would also make no sense we cancelled as my mother in law and aunt were going with us and had not cancelled and we would of all traveled together so at some point you are going to have to own the fact that yall cancelled that cruise and not us- its not even logical because ppl going with us. Equally as your staff member stated when she cancelled she went as far to say she would not even think travel like airlines would allow me but that is your staff member - I simply notified I was sick and had been. You claim my booking number changed because it was cancelled but it did not change. I used the booking number from the original cruise that yall cancelled not us but nonetheless the point is I used that booking number so it did not change. I dont need a breakdown of beverages but none of your staff knew anything on the same level it was me who spoke to your bar manger and he made me cry and made it clear it was not possible he also called someone else to confirm despite he had just told me he was the final voice in bad things which I was like apparently not since you had to call someone which it appears my husband was documented as one spoken to probably because it sounds and is terrible to make anyone cry but esp a woman. The entire staff all had different stories about the drink package but when I went to your bar manager guest services has said it could be purchased at any bar and would be prorated as it was 3 pm that day - went to three bars and kept getting sent around til finally one bartender saw the bar manager and he told me new policies started in January very forcefully and rudely despite your app said that it was allowed and he did not like being questioned but it was again on your app and I showed it but he still said no. Now later we crossed paths and he stated that as I had stated the crew was not on the same page and kinda tried to apologize the point about the drink package here its to show examples of how this is obviously yall that are the issue. Not some disgruntled person yall want to look bad and turned the tables but yall want to take no accountability despite so many things and the full stories. 
  

  our dining adventure- i did not make a reservation for a table or four for this cruise that would be stupid because its two of us and I would not take extra space from other ppl. I feel like if my booking says that its using notes from the first booking when we had requested a table of four as we were supposed to travel with two others but this trip they would not be with us period and I made it clear how important dinner was. Also its a absolute lie we were seated at a table of 8 the first night and three other couples did sit with us whixh we all agreed was awkward and ridiculous however I tried to stop it before it started as when we were seated I said its only two of us then we were told it would be just us and I continued to push the issue as it made no sense putting us at a table of 8 but a couple at another table of 8 infront of us did have their table all to the two of them however the woman at that table watched in panic as she saw what was happening at our table and didnt want it to happen to them. The night we had a table of 4 was the night we finally celebrated my husbands birthday. If youd like to tell celebrities side you should not lie in doing so. Our first night was a table of 8 and not 4 as you said you verified. It was great it got corrected to table of two but it should of been corrected that night or us assured of further nights but the head of the dining room told me hed try and brushed me off but another staff member looked up our reservation and told me and him that my booking does request table of two so somewhere a dining room employee could see this I would assume **** should be able to as well. I agreed to the cruise contract - I am simply reporting yall did nothing when I had covid and no staff member told me to go to medical and my understanding was you could not just walk into medical. If ppl cruise with yall they should be aware Same as cdc and such that covid reportings when confirmed are not taken to anything needing to be done and person is allowed to go about ship as normal and expose ppl. I was also told to be clear I didnt need medical as your employees said yall dont check fevers or for covid before boarding or require vaccines so like the one who joked probably many have it well I can believe that. But it needs to be out and other ppl know. Furthermore yall say yall follow the cdc but the cdc had very different views at time of our cruise. To bring up my pass complaint just makes yall look so much worse as it allows me to show the lies from back then as well. Not one of yall want to take responsibility for anything. Its scary and alarming but this is final point we did not cancel our first cruise to further put weight to that why would we have cancelled as I said we had two other ppl going with us and also with the whole money thing of us being ridiculously overcharged for what was on the final receipt and same. Happen to my mother in law at the point why would we have done anything to end up with a credit from **** as yall fraudulently took extra money from our parties and families and yall werent going to fix it despite ** having final receipts so why would anyone do anything to end up with a credit to a future cruise. We felt it was best to move forward apart after the money thing alone - you cany take money from ppl that they didnt agree too and believe its your right to keep it like that was a 6 hour battle with yall despite rock solid proof. *** always said pull the calls or do this or that to show Im not lying but yall never have or what you say you pull is not correct. Why would we pay for a cruise where as it states on my previous one I used booking number to get same promotions first yall told me this time this wasnt listed on your papers, then I was told I booked online so thats why I could see it , then it was explained to mean something else but at the time of booking I used the original booking Id and was told I just had to pay the difference for the days its over and the credit didnt cover along with the extra day things the package from previous would not have covered either whixh was approve &1100 plus 379 times two so basically ************************************************************************************************************************************** drink package and so on. Yall are a dangerous cruise line because yall are deceitful and not afraid to be that way or lie no matter the cost to your customers. Also on our cruise many of us were charged for things we didnt get or do and this was talked about widely on cruise. And to your final point of calling yall to make it sound like Ive not spoke to yall well I have several times and much of that info is included in details here. 

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

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19973754
  
  I am rejecting this response because:

  let Me note and make very clear Ive spoken to multiple ppl at celebrity and just as it was on the ship - everyone has a different story to why something is or say new policies or deny or state we did something a way we didnt and so on. Not one person on the ship or off are aligned and celebrity staff when Ive called largely make false assumptions and explain things entirely differently, state something doesnt exist, say something I did that I didnt, assume, and most notable lie. **** deserve to be reported so ppl know and those who dont know they can speak up have a voice. Lots of reviews about yall make very similar factual statements about their experiences that align with what happened and continues to happen with ***** claims and lies. At this point Im going to look at what else can be done for your cruise line to be held accountable and safety alone of passengers is very scary that it seems its not about your customers at all. I told your staff I had covid and asked what to do and was told by multiple employees different version of basically well were not doing test anymore to get on and vaccines arent required and so one even joked due to things yall dont do or require many passengers probably have it. Its also so alarming you leave the passengers sea pass at their room door for anyone to get that info and name and such. Those cards are linked to a card and I understand someone using it would be caught quick but sick ppl thrive on info like that and names are on the cards along its other info about sole person on card. Beyond alarming. We also had to make a appt for w health check prior to boarding and it clearly states a mask must be worn to that despite it countered everything else yall said which was no vaccine require, no covid free test , no mask , no fever checks and the health check did not happen so Im not sure the point.

   

  I am rejecting this response because all celebrity has done and continues to do is lie and bringing up my old complaint and speak about it multiple times feels like (since word choices by celebrity response make it seem like i was disgruntled person due to their response to my first complaint of their lies and bringing it up multiple times seem to be something celebrity is trying to make it look like I had issue with them before so now im just unhappy again). But the truth about the original booking was you are wrong about the price difference and the phone call where yall didnt even want to make it right. We DID not cancel our previous cruise as we have stated many times it was cancelled by your staff member - I did call to alert celebrity I was sick / had been sick and it was your staff member who said I wouldnt be allowed on the ship so SHE was who cancelled it as she said I wouldnt be able to get on ship. Yall dont want to own that but its the facts and while I understand **** probably told your staff a narrative to tell customers during that time and maybe she wasnt suppose to cancel it or tell me she had to but she did and I have said the whole time pull the recorded phone call cause you would hear it was not me who cancelled it. It would also make no sense we cancelled as my mother in law and aunt were going with us and had not cancelled and we would of all traveled together so at some point you are going to have to own the fact that yall cancelled that cruise and not us- its not even logical because ppl going with us. Equally as your staff member stated when she cancelled she went as far to say she would not even think travel like airlines would allow me but that is your staff member - I simply notified I was sick and had been. You claim my booking number changed because it was cancelled but it did not change. I used the booking number from the original cruise that yall cancelled not us but nonetheless the point is I used that booking number so it did not change. I dont need a breakdown of beverages but none of your staff knew anything on the same level it was me who spoke to your bar manger and he made me cry and made it clear it was not possible he also called someone else to confirm despite he had just told me he was the final voice in bad things which I was like apparently not since you had to call someone which it appears my husband was documented as one spoken to probably because it sounds and is terrible to make anyone cry but esp a woman. The entire staff all had different stories about the drink package but when I went to your bar manager guest services has said it could be purchased at any bar and would be prorated as it was 3 pm that day - went to three bars and kept getting sent around til finally one bartender saw the bar manager and he told me new policies started in January very forcefully and rudely despite your app said that it was allowed and he did not like being questioned but it was again on your app and I showed it but he still said no. Now later we crossed paths and he stated that as I had stated the crew was not on the same page and kinda tried to apologize the point about the drink package here its to show examples of how this is obviously yall that are the issue. Not some disgruntled person yall want to look bad and turned the tables but yall want to take no accountability despite so many things and the full stories. 
  

  our dining adventure- i did not make a reservation for a table or four for this cruise that would be stupid because its two of us and I would not take extra space from other ppl. I feel like if my booking says that its using notes from the first booking when we had requested a table of four as we were supposed to travel with two others but this trip they would not be with us period and I made it clear how important dinner was. Also its a absolute lie we were seated at a table of 8 the first night and three other couples did sit with us whixh we all agreed was awkward and ridiculous however I tried to stop it before it started as when we were seated I said its only two of us then we were told it would be just us and I continued to push the issue as it made no sense putting us at a table of 8 but a couple at another table of 8 infront of us did have their table all to the two of them however the woman at that table watched in panic as she saw what was happening at our table and didnt want it to happen to them. The night we had a table of 4 was the night we finally celebrated my husbands birthday. If youd like to tell celebrities side you should not lie in doing so. Our first night was a table of 8 and not 4 as you said you verified. It was great it got corrected to table of two but it should of been corrected that night or us assured of further nights but the head of the dining room told me hed try and brushed me off but another staff member looked up our reservation and told me and him that my booking does request table of two so somewhere a dining room employee could see this I would assume **** should be able to as well. I agreed to the cruise contract - I am simply reporting yall did nothing when I had covid and no staff member told me to go to medical and my understanding was you could not just walk into medical. If ppl cruise with yall they should be aware Same as cdc and such that covid reportings when confirmed are not taken to anything needing to be done and person is allowed to go about ship as normal and expose ppl. I was also told to be clear I didnt need medical as your employees said yall dont check fevers or for covid before boarding or require vaccines so like the one who joked probably many have it well I can believe that. But it needs to be out and other ppl know. Furthermore yall say yall follow the cdc but the cdc had very different views at time of our cruise. To bring up my pass complaint just makes yall look so much worse as it allows me to show the lies from back then as well. Not one of yall want to take responsibility for anything. Its scary and alarming but this is final point we did not cancel our first cruise to further put weight to that why would we have cancelled as I said we had two other ppl going with us and also with the whole money thing of us being ridiculously overcharged for what was on the final receipt and same. Happen to my mother in law at the point why would we have done anything to end up with a credit from **** as yall fraudulently took extra money from our parties and families and yall werent going to fix it despite ** having final receipts so why would anyone do anything to end up with a credit to a future cruise. We felt it was best to move forward apart after the money thing alone - you cany take money from ppl that they didnt agree too and believe its your right to keep it like that was a 6 hour battle with yall despite rock solid proof. *** always said pull the calls or do this or that to show Im not lying but yall never have or what you say you pull is not correct. Why would we pay for a cruise where as it states on my previous one I used booking number to get same promotions first yall told me this time this wasnt listed on your papers, then I was told I booked online so thats why I could see it , then it was explained to mean something else but at the time of booking I used the original booking Id and was told I just had to pay the difference for the days its over and the credit didnt cover along with the extra day things the package from previous would not have covered either whixh was approve &1100 plus 379 times two so basically ************************************************************************************************************************************** drink package and so on. Yall are a dangerous cruise line because yall are deceitful and not afraid to be that way or lie no matter the cost to your customers. Also on our cruise many of us were charged for things we didnt get or do and this was talked about widely on cruise. And to your final point of calling yall to make it sound like Ive not spoke to yall well I have several times and much of that info is included in details here. 

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

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19973754
  
  I am rejecting this response because:

  et Me note and make very clear Ive spoken to multiple ppl at celebrity and just as it was on the ship - everyone has a different story to why something is or say new policies or deny or state we did something a way we didnt and so on. Not one person on the ship or off are aligned and celebrity staff when Ive called largely make false assumptions and explain things entirely differently, state something doesnt exist, say something I did that I didnt, assume, and most notable lie. **** deserve to be reported so ppl know and those who dont know they can speak up have a voice. Lots of reviews about yall make very similar factual statements about their experiences that align with what happened and continues to happen with ***** claims and lies. At this point Im going to look at what else can be done for your cruise line to be held accountable and safety alone of passengers is very scary that it seems its not about your customers at all. I told your staff I had covid and asked what to do and was told by multiple employees different version of basically well were not doing test anymore to get on and vaccines arent required and so one even joked due to things yall dont do or require many passengers probably have it. Its also so alarming you leave the passengers sea pass at their room door for anyone to get that info and name and such. Those cards are linked to a card and I understand someone using it would be caught quick but sick ppl thrive on info like that and names are on the cards along its other info about sole person on card. Beyond alarming. We also had to make a appt for w health check prior to boarding and it clearly states a mask must be worn to that despite it countered everything else yall said which was no vaccine require, no covid free test , no mask , no fever checks and the health check did not happen so Im not sure the point.
  
   
  
  I am rejecting this response because all celebrity has done and continues to do is lie and bringing up my old complaint and speak about it multiple times feels like (since word choices by celebrity response make it seem like i was disgruntled person due to their response to my first complaint of their lies and bringing it up multiple times seem to be something celebrity is trying to make it look like I had issue with them before so now im just unhappy again). But the truth about the original booking was you are wrong about the price difference and the phone call where yall didnt even want to make it right. We DID not cancel our previous cruise as we have stated many times it was cancelled by your staff member - I did call to alert celebrity I was sick / had been sick and it was your staff member who said I wouldnt be allowed on the ship so SHE was who cancelled it as she said I wouldnt be able to get on ship. Yall dont want to own that but its the facts and while I understand **** probably told your staff a narrative to tell customers during that time and maybe she wasnt suppose to cancel it or tell me she had to but she did and I have said the whole time pull the recorded phone call cause you would hear it was not me who cancelled it. It would also make no sense we cancelled as my mother in law and aunt were going with us and had not cancelled and we would of all traveled together so at some point you are going to have to own the fact that yall cancelled that cruise and not us- its not even logical because ppl going with us. Equally as your staff member stated when she cancelled she went as far to say she would not even think travel like airlines would allow me but that is your staff member - I simply notified I was sick and had been. You claim my booking number changed because it was cancelled but it did not change. I used the booking number from the original cruise that yall cancelled not us but nonetheless the point is I used that booking number so it did not change. I dont need a breakdown of beverages but none of your staff knew anything on the same level it was me who spoke to your bar manger and he made me cry and made it clear it was not possible he also called someone else to confirm despite he had just told me he was the final voice in bad things which I was like apparently not since you had to call someone which it appears my husband was documented as one spoken to probably because it sounds and is terrible to make anyone cry but esp a woman. The entire staff all had different stories about the drink package but when I went to your bar manager guest services has said it could be purchased at any bar and would be prorated as it was 3 pm that day - went to three bars and kept getting sent around til finally one bartender saw the bar manager and he told me new policies started in January very forcefully and rudely despite your app said that it was allowed and he did not like being questioned but it was again on your app and I showed it but he still said no. Now later we crossed paths and he stated that as I had stated the crew was not on the same page and kinda tried to apologize the point about the drink package here its to show examples of how this is obviously yall that are the issue. Not some disgruntled person yall want to look bad and turned the tables but yall want to take no accountability despite so many things and the full stories. 
  
  our dining adventure- i did not make a reservation for a table or four for this cruise that would be stupid because its two of us and I would not take extra space from other ppl. I feel like if my booking says that its using notes from the first booking when we had requested a table of four as we were supposed to travel with two others but this trip they would not be with us period and I made it clear how important dinner was. Also its a absolute lie we were seated at a table of 8 the first night and three other couples did sit with us whixh we all agreed was awkward and ridiculous however I tried to stop it before it started as when we were seated I said its only two of us then we were told it would be just us and I continued to push the issue as it made no sense putting us at a table of 8 but a couple at another table of 8 infront of us did have their table all to the two of them however the woman at that table watched in panic as she saw what was happening at our table and didnt want it to happen to them. The night we had a table of 4 was the night we finally celebrated my husbands birthday. If youd like to tell celebrities side you should not lie in doing so. Our first night was a table of 8 and not 4 as you said you verified. It was great it got corrected to table of two but it should of been corrected that night or us assured of further nights but the head of the dining room told me hed try and brushed me off but another staff member looked up our reservation and told me and him that my booking does request table of two so somewhere a dining room employee could see this I would assume **** should be able to as well. I agreed to the cruise contract - I am simply reporting yall did nothing when I had covid and no staff member told me to go to medical and my understanding was you could not just walk into medical. If ppl cruise with yall they should be aware Same as cdc and such that covid reportings when confirmed are not taken to anything needing to be done and person is allowed to go about ship as normal and expose ppl. I was also told to be clear I didnt need medical as your employees said yall dont check fevers or for covid before boarding or require vaccines so like the one who joked probably many have it well I can believe that. But it needs to be out and other ppl know. Furthermore yall say yall follow the cdc but the cdc had very different views at time of our cruise. To bring up my pass complaint just makes yall look so much worse as it allows me to show the lies from back then as well. Not one of yall want to take responsibility for anything. Its scary and alarming but this is final point we did not cancel our first cruise to further put weight to that why would we have cancelled as I said we had two other ppl going with us and also with the whole money thing of us being ridiculously overcharged for what was on the final receipt and same. Happen to my mother in law at the point why would we have done anything to end up with a credit from **** as yall fraudulently took extra money from our parties and families and yall werent going to fix it despite ** having final receipts so why would anyone do anything to end up with a credit to a future cruise. We felt it was best to move forward apart after the money thing alone - you cany take money from ppl that they didnt agree too and believe its your right to keep it like that was a 6 hour battle with yall despite rock solid proof. *** always said pull the calls or do this or that to show Im not lying but yall never have or what you say you pull is not correct. Why would we pay for a cruise where as it states on my previous one I used booking number to get same promotions first yall told me this time this wasnt listed on your papers, then I was told I booked online so thats why I could see it , then it was explained to mean something else but at the time of booking I used the original booking Id and was told I just had to pay the difference for the days its over and the credit didnt cover along with the extra day things the package from previous would not have covered either whixh was approve &1100 plus 379 times two so basically ************************************************************************************************************************************** drink package and so on. Yall are a dangerous cruise line because yall are deceitful and not afraid to be that way or lie no matter the cost to your customers. Also on our cruise many of us were charged for things we didnt get or do and this was talked about widely on cruise. And to your final point of calling yall to make it sound like Ive not spoke to yall well I have several times and much of that info is included in details here. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2023

  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.

  I sailed on Celebrity Equinox on 18 Mar 2023 for 7 days. During the last 3 days of the cruise, another passenger was stalking me. I reported it to ship security twice and each time I was recorded/video taped and did a written statement, They did nothing saying the other person was a guest and until he "did something" there was nothing they could do. Not acceptable! I was in fear and tears all the time. When I got back from the cruise, I contacted Celebrity and told them I did not feel safe sailing with them again and I wanted to cancel my 8 Jan **** Cruise on the Beyond. They said I had a "nonrefundable" deposit and I would lose it. I said that was not fair in light of what happened on the Equinox. I can't get them to budge on the refund for the 8 Jan **** cruise that I want to cancel. I need your help. They are making me a victim again.

  Business Response

  Date: 04/18/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your reservation for the January 8, **** sailing of the Celebrity Beyond.On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I was very sorry to read of the situation you encountered during your March sailing aboard the Celebrity Equinox and truly regret it caused you to cancel your future plans with us. Because you booked a non-refundable deposit for your January **** cruise vacation aboard the Celebrity Beyond, the deposit money was set to be held in penalty upon the bookings cancellation. In reviewing the notes on reservation *******, I found that you had also written into our **************** regarding your refund request, and, in response to your email, ***** from our Executive Team has decided to refund the $450.00 deposit as a gesture of goodwill. The refund has now been submitted for processing and should show back in your account within the next few weeks.
  
  ********************, we appreciate you reaching out to us through the BBB and giving us this chance to review your concerns. We trust that youll be seeing confirmation of your refund soon.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/18/2023

   
  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:04/05/2023

  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 on 10/27/2022 using a Future Cruise Credit voucher. Since that time, I made the following payments:10/27/2022: $500 10/28/2022: $500 11/17/2022: $500 12/8/2022: $500 1/14/2023: $500 2/17/20203: $2,500 3/17/2023: $2031.40 For a total of $7,281.40. I had to cancel this cruise due to a scheduling conflict on 3/21/2023. I received $4,631.40 in refunds on 3/22/2023. Despite the fact that this cruise was cancelled WAY before the penalty date of August 14, 2023, I am still waiting on a reimbursement of $2,900. I called Celebrity Cruises today and they agreed that there was an accounting discrepancy but that it could take an additional 45 days to rectify. That is in violation of the Cruise Terms and Conditions that I agreed to. $2,900 is a lot of money and I want it back. They told me that they refused to accept anything in writing regarding this refund request. Enough is enough!

  Business Response

  Date: 04/14/2023

  Dear ************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the November 11, 2023 sailing of the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry to hear that a scheduling conflict prevents you from sailing with us as planned this November. I also sincerely regret that ***** encountered frustrations while attempting to obtain reimbursement for your cancelled reservation. I hope you will accept our sincere apologies for the delays youve experienced.
  
  In reading the notes on your booking, I was glad to find that our ********************* had already reviewed your situation, identified the technical issue that had held up the processing of your refund, and expedited the return of your missing funds. I am happy to advise that, according to our records, a refund of $2,500.00 has now disbursed to a **** card ending in ****. This credit should appear on your account within approximately 10 to 14 business days. Please note that $450.00 was held in penalty because you booked a non-refundable deposit.
  
  ************, we appreciate you reaching out to us through the BBB and giving us this chance to assist you. We are grateful for your patience and trust that youll be seeing confirmation of your refund soon.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19902641
  
  I am rejecting this response because: This is not accurate. The Celebrity Equinox cruise was booked using a Future Cruise Credit so that was the deposit. According to Celebrity's Terms & Conditions, any cruise booked using a Future Cruise Credit that is purchased on board a ship means that the entire deposit is refundable. In fact, you already refunded me the $100 for that Credit so why would you now say that I have to forfeit $450? That is not accurate. I'm also not going to accept that it is going to take another ***** days for you to issue the $2,500. It has already been a month which violates your Terms & Conditions. If this is not rectified immediately, I will seek legal counsel. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/27/2023

  Dear ************:
  
  Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your remaining concerns.
  
  When it comes to reservations that are booked with a non-refundable deposit, in the event of cancellation, the deposit amount is typically held in penalty regardless of whether payment was made with Future Cruise Credit, a gift certificate, or a credit card. That being said, in reviewing the notes on your booking, I found that ***************** representative ****** has decided to refund the $450.00 penalty amount as a gesture of goodwill.According to our records, that refund disbursed to a MasterCard ending in **** on April 24, 2023, which means you should be seeing the money back in your account soon. The other $2500.00 refund disbursed to a **** card ending in **** on April 13, 2023, so you should already be in receipt of those funds.
  
  ************, again, we thank you for bringing your concerns to our attention. We appreciate your patience and hope you are pleased with the resolution thats been provided.
  
  Sincerely,
  
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/27/2023

   
  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:04/04/2023

  Type:Billing 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 had a paid-in-full cruise that departs on April 6, 2023. Due to a known computer glitch in their system, Celebrity sent me two separate emails on Sunday, April 2nd indicating I owed upwards of $1,250.00. After sitting on the phone with customer service for over an hour their supervisor zeroed out the charges. In doing so, she also eliminated all of my previously scheduled dining options. I called this morning and not only can I not re-book the dining options since we are so close to the departure date, it will also cost me more money as the "pre-cruise" prices are now gone as we are so close to the cruise date. The customer service supervisor I spoke to today assured me she would reach out to the dining department on board and also credit my account $100 onboard credit per passenger for all of my trouble. Not only did this not happen, she deducted $50 on board credit from my account. I now have to deal with this mess when I get onboard the ship and have to pay the higher rates for the cruise dining and upgraded alcohol package. All of which were removed. If Celebrity knows of this "glitch" why isn't it being fixed?? The last thing I want to do when I board is wait in a line of 100+ people to speak to guest relations.

  Business Response

  Date: 04/13/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your April 6, 2023 sailing aboard the Celebrity Silhouette. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the concerns you have shared within your complaint.
  
  First and foremost, I sincerely apologize for the frustrations you encountered with your pre-cruise dining arrangements because of technical issues on our end. We truly value the feedback youve provided and can assure you that we are actively working to eliminate glitches like the one that impacted your reservation. We are very sorry you had to deal with the inconvenience of having to possibly rebook your dining options on board, as this certainly does not reflect the stress-free experience we wanted you to have in the days leading up to your cruise vacation. Although Im happy to hear that we offered you compensation in the form of Onboard Credit for your troubles, I deeply regret that it was not correctly added to your booking, as promised.
  
  In reviewing the notes on your reservation, I was glad to find that you were able to speak with representative **** a day before you set sail. I see that she was able to re-add the mistakenly removed $50.00 Onboard Credit and get the additional $100.00-per-person Onboard Credit correctly applied to your booking. It appears that she then provided you with an updated invoice confirming the credit. I do hope you enjoyed your time on board and were able to use this Onboard Credit to enhance your vacation experience.
  
  ********************, thank you, again, for reaching out to us through the BBB and sharing your feedback.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  Date:04/03/2023

  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 was told by the representative on the phone that they would be able to help me board as long as I arrived before the boats departure. After they refused to let me board, I was told that I would be receiving a refund due to the port unaccomodating my handicap mothers special needs. WE WERE ON HOLD FOR HOURS AND TRAVELED FOR HOURS. THEY DID NOT LET US BOARD, I WANT ALL OF MY MONEY BACK. I am extremely disappointed.

  Business Response

  Date: 04/13/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the April 1, 2023 sailing of the Celebrity Solstice. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the concerns you have shared within your complaint.
  
  I was very sorry to learn that, due to traffic delays,you missed the boarding deadline and were unable to sail with us aboard the Celebrity Solstice as planned. Its always difficult to learn that a guest must cancel their cruise for reasons such as yours, as we understand how much our guests look forward to and have invested in their vacation. We did carefully review the calls and notes associated with your reservation and also consulted with the ship but found no indication that you were promised a monetary refund as a result of our handling of your mothers special needs. As such, we will regretfully be unable to provide full reimbursement, as requested.
  
  Ultimately, it is each guest's responsibility to reach the ship in time for departure, so refunds are rarely given in circumstances like yours. However, as a gesture of goodwill, we are happy to offer you the attached Letters of Credit, equal to 50% of the cancellation penalty, for use on a future Celebrity sailing. Please refer to the included guidelines and instructions for redemption when considering a future cruise. 
  
  ********************, we thank you for reaching out to us through the BBB and giving us the chance to assist with this situation. We wish you and your mother only the best and hope to welcome you both on board one of our ships soon.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  Date:03/31/2023

  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.

  On Saturday, March 25th, I received a Celebrity Cruise Certificate from Wind Creek casino (23WCP0305). I'm traveling with my developmentally disabled adult niece. She was with me when I received the Celebrity Cruise Certificate. She was very excited to be going on a cruise. She cannot fly, so we have to go out of ************ **. Since the certificate had that port and summer dates, it was perfect for her. We immediately called on Saturday to book but was told Celebrity didn't have the list yet, so I had to call back. I called back on Sunday and was told the same thing. When I called on Monday, I was told I had to use a QR code and fill out the form. I did that and was waiting for my call back that never came. I decided to call and see why I hadn't received a call. The rep did not know but said he would try to book it. I told him any of the date that is going out of ************ **. He said there is nothing available. I even said I would upgrade to a higher category room. Again, I was told there was no availability. Now I feel I was scammed into going to the casino and spending a lot of money just so I could get this cruise for my niece and now I have to disappoint her. I dont understand how Celebrity can allow a certificate to be given to someone and then say there is no availability when they try to book it. I would like someone to call and speak with me and explain why this happened.

  Business Response

  Date: 04/11/2023

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding the cruise certificate you received from Wind Creek Casino. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am sorry to hear you encountered frustrations with the booking process when attempting to redeem your cruise certificate. As soon as I finished reviewing your BBB case, I got in touch with **** from our Casino Team so that he could provide his support. I was very happy to see that **** was able to reach you by phone on Monday, April 10, 2023, to speak with you about your concerns and help you make your preferred cruise arrangements. We do have only a limited number of free rooms held back on any given itinerary, and the allotment for the July 9,2023 sailing of the Celebrity Summit had already been filled. However, in light of your nieces travel limitations and eagerness to sail, **** made special arrangements that allowed you to still use your casino certificate toward that particular cruise. Hopefully, you are pleased with the assistance **** was able to provide.
  
  ******************, we thank you for reaching out to us through the BBB and giving us the chance to assist with this situation. We look forward to welcoming you and ****************** aboard the Celebrity Summit this summer!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/11/2023

   
  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:03/26/2023

  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.

  During the week March *****, my girlfriend and I took a special cruise aboard the Celebrity Summit and we noticed some problems in the pool area. We discovered that all of the whirlpools were not working correctly. The jets were not running at at any time during the whole week. We complained more than once to guest services ant their response was they were working on getting them fixed soon. They were never fixed by end of cruise and my feeling is that they were shut off on purpose as Celebrity had some kind of spite against ******************************** who leased the ship for 70s Cruise. Now we paid a lot of money to take this cruise and did not get what we paid for. I think a partial refund would suffice for our loss. Reservation # ******

  Business Response

  Date: 04/06/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your March 16, 2023 cruise aboard the Celebrity Summit. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the concerns you have shared within your complaint.
  
  We are glad you sailed with us but are very sorry to hear there were issues with the ships whirlpools that prevented you and *************** from being able to fully enjoy them. I can assure you that our cruise line would never deliberately shut off the whirlpool jets out of spite, as we cherish our charter company partnerships and want all on board to have a wonderful cruise experience. We appreciate you letting us know about the disappointment you encountered so that we can work to make improvements to our repair and communication processes.
  
  I understand you are seeking a partial refund, but as you were booked on a charter sailing, only the charter company can make compensation decisions for your particular sailing. With that in mind, we encourage you to reach out to StarVista Live directly by calling ************ or emailing ********************************* of their representatives will be able to review this situation and determine if theyll be offering any form of reimbursement.
  
  ********************, we are grateful for your feedback and hope the contact information weve provided is helpful.
  
  Sincerely,

  
  *******************************
  Celebrity Cruises

• Initial Complaint

  Date:03/24/2023

  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.

  Celebrity Cruises (CC) Reservation Number ******* Due to CC Book with Confidence initiative, phoned 1st Mar 2023 at 15:40 GMT (** time). Believe we were connected with one of your *** based agents. Call lasted 19mins 5secs resulting in the agent increasing our ******** Credit (OBC) to 1208.53.The agent insisted this was our entitlement and in fact asked us to check our OBC on our Celebrity account to ensure that is was showing. This we did, confirmed the correct amount, thanked him & ended the call.That evening we booked online the Submarine and Island Tour for ****** (Order No. ********). This left an OBC balance of ****** as shown in our email from CC dated 1st Mar 2023.On 17th Mar booked online Ultimate Beach Experience for ***** (Order ********) and Glimpse of ******** for ***** (Order No. ********) this left an OBC balance of ****** shown on email from CC at 12:04 GMT 12:11 GMT (time 15mins16secs) We telephoned Celebrity to book the upgrade to Premium drinks package - ****** (Order ********) left an OBC balance of ****** as shown on email Confirmation from CC at 12:24 GMT Received another email from CC at 12:31 GMT saying balance due of ****** and our OBC is 365.22.On receiving this telephoned Celebrity at 12:46 GMT (duration 25mins 55secs) to query. The agent appeared unable to resolve this and raised an IT ticket to attend. We were advised that this should take between ***** hours.Whilst waiting resolution to our query we received a further email on 20th Mar saying the drinks upgrade had been cancelled, refund amount is zero and our OBC balance is 365.22.It is now one week after this has all occurred and no resolution appears forthcoming. Please resolve the reinstatement of our OBC balance that should presently be ******, as confirmed by CC on 17th Mar; prior to purchase and then cancellation of the premium drinks upgrade We hope that the accuracy of times and dates will expediate the checking of telephone call transcripts etc.

  Business Response

  Date: 04/03/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your reservation for the March 11, **** sailing of the Celebrity Silhouette.On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry to hear that youve encountered frustrations with the promotional Onboard Credit associated with booking 7313137.We want cruise planning to be pleasant and stress-free for all our guests, and I sincerely regret that has not been your experience. As soon as I finished looking over your BBB case, I reached out to our ***************** and asked them to assist with this situation. Currently, ***************** Advisor ***** is working with a supervisor to review the customer service phone call you had with us on March 1, 2023, in order to determine if you were misadvised about the amount of credit you were eligible to receive.This will enable us to make a fair decision regarding your settlement request. Once the investigation has concluded, ***** or one of her colleagues will reach out to you by phone to advise you both of our findings and the action we will be taking.
  
  ********************, again, we thank you for reaching out to us through the BBB and giving us this chance to assist you. We appreciate your patience and look forward to following up with you soon.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19848342
  

  Thank you for the promising response received from Celebrity Cruises 4th April where a check of the content of the phone calls (1st March etc) will be undertaken.
  I welcome this action wholeheartedly as it will show your agents insistence on the entitlement of OBC and our understandable pleasure at receiving this
  I feel it is reasonable to assume that this check has now been undertaken (2  working days have now elapsed) however I have received no contact by phone call or otherwise.This maybe due to the vagaries of international calling to a ** Mobile Phone so if you are experiencing problems please do not hesitate to call or text my mobile **************) or email me (************************)
  Failing that my Landline is ***************
  I presently look forward to not only a **************** to this but also to the cruise itself.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/13/2023

  Dear ********************:
  
  Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review the additional information youve shared.
  
  We appreciate you taking the time to provide us with several contact options. As soon as I received this information, I passed it along to the agent who had been reviewing you Onboard Credit situation. I was glad to hear that ******************, the representative originally involved in applying the extra Onboard Credit to your reservation, was able to speak with you by phone to explain the unfortunate mistake he made and offer his apologies. I was also very happy to see that he received authorization to honor the $225.00-per-person credit offer that had been extended to you in error. We hope you are pleased with this resolution.
  
   ********************, we are grateful youve given us the opportunity to make things right. We very much look forward to welcoming you and ********************* aboard the Celebrity Silhouette next March!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/14/2023

   
  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.
  Please send on the following message to ******************************* thank you, and thank you also for facilitating this resolution, kind regards *************************

  Dear *****
  Thank you for your reply.
  I did indeed receive a very pleasant call from ****************** on 8th April who has reinstated Onboard Credit and emailed me a record of the same.
  Inexplicably the ****************** and Island Tour was cancelled on 10 April by email (with the *** balance once more showing incorrectly) which necessitated a further call to Celebrity to query this occurrence.
  
  We rebooked the Premium Drinks Upgrade, the ****************** and Island Tour and today booked the ***** Hop on Hop off Tour.
  This now shows our Onboard Credit Balance of ****** Which I trust is correct and not subject to any further amendment we have found this experience to be quite unsettling when planning our future cruise.
  That said, we would like to thank Celebrity for their very professional way in handling our concerns and the integrity that all of the staff have shown in undertaking its resolution.
  This is why we chose a cruise company of this stature.
  We are indeed looking forward to the cruise and reboarding the Silhouette next March - we had only recently completed our previous cruise on the Silhouette in February and found it excellent!
  With Kind Regards
  ****

• Initial Complaint

  Date:03/23/2023

  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 booked a Cruise ****** from *********.A few days before ****** the health of my wife took a turn for the worst, she is an oncology patient and due to an ifection she had to stay inside the hospital for intense care.I presented the documentation required but I was denied a refund.I dont know if this is a response from Celebrity or the travel agency dening it and blaming the cruise ship company.Thank you very much.

  Business Response

  Date: 03/31/2023

  Dear ****************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the February 25, 2023 sailing of the Celebrity Infinity. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry to hear that your wife encountered a medical emergency a few days before your cruise vacation that prevented you both from being able to sail with us as planned. Please know that our thoughts remain with ************** at this time, and we hope only the best for her.
  
  Although we do not normally provide compensation to guests whove had to cancel a reservation while in 100% penalty, given your unique circumstances,I reached out to our ***************** to see if an exception could be made. Representative ****** volunteered her assistance, and I was happy to see that she was able to speak to your *****************************, who has been advocating on your behalf, about a goodwill credit offer.
  
  ****** is currently waiting for confirmation as to whether you would like to accept a Letter of Credit offer or would prefer to instead file an insurance claim, should you have purchased independent travel protection for your cruise. If you decide to accept the Letters of Credit, which would be equal to a portion of the cancellation penalty withheld, ****** will get the credits created and emailed to you right away. Please know that unless you provide us with authorization to speak freely with your nephew about the specifics of your reservation, we will be able to talk with him only generally about your situation.
  
  ****************, we know this is a very difficult time for your family, so there is absolutely no rush regarding your decision. We will be here and ready to help when you are ready to proceed. Once again, thank you for reaching out to us through the BBB.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19641505
  
  To whom may correspond, 
  
  I spoke with ****** a few days ago, we reached an agreement but since then I never heard from her again.
  
  A few hours ago I was communicated that ************************* passed away and memorial services will be held.
  
  As you can see, circumstances chenged abruptly in the past few days so I will be requesting, again, a refund from Celebrity as an exception.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/08/2023

  Dear ****************:
  
  Thank you for your most recent email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your concerns.
  
  We were very sorry to learn of ***************** recent passing and offer you our sincere condolences. In reviewing the notes on booking *******, I do see that Letters of Credit were accepted as compensation, and the offer details were then sent to ************************* on April 26. In light of the sad news you have shared, we will be able to inactivate ***************** Letter of Credit and instead fully refund the $252.00 that was paid toward her cruise fare. This can be done as soon as we are in receipt of a copy of ***************** death certificate, which can be submitted to ** via a follow-up message to the BBB or emailed to ******************************,with Attn: ****** in the subject line. Although we will not be able to refund your portion of the cruise fare, we have adjusted the amount of your Letter of Credit (certificate # 1-T5ZF1JP) to $1689.00 to reflect 75% of your cruise fare cost. As a courtesy, we have also extended the expiration date of your Letter of Credit to April 20, ****, so that you now have two years to use it instead of just one.
  
  ****************, please know that you and your family remain in our thoughts. We wish you comfort during this difficult time and look forward to assisting you with the refund as soon as we receive the documentation thats been requested.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 05/18/2023

  Complaint: 19641505
  
  I am rejecting this response because:
  As you can see Im attaching the invoice from the travel agency.
  We paid USD **** between both of **, after we had to forcibly cancel our trip due to health conditions we got back USD 801,98 due to port fees.
  
  If to that number you subtract USD 289,38 of commission we get a gross total of USD 1924,64. and that is the number we think we should get reimbursed.
  To reach an agreement here, we are willing to drop that number to USD 962,32, which is *****'s part and we consider this to be our final number.
  We don't know how you reached a USD 200 refund but we believe it's not even close to a fair arbitration.
  
  Sincerely,

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

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19641505
  
  I am rejecting this response because:

  
  As you can see Im attaching the invoice from the travel agency.
  We paid USD **** between both of **, after we had to forcibly cancel our trip due to health conditions we got back USD 801,98 due to port fees.
  
  If to that number you subtract USD 289,38 of commission we get a gross total of USD 1924,64. and that is the number we think we should get reimbursed.
  To reach an agreement here, we are willing to drop that number to USD 962,32, which is *****'s part and we consider this to be our final number.
  We don't know how you reached a USD 200 refund but we believe it's not even close to a fair arbitration.
  

  
  

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

• Initial Complaint

  Date:03/17/2023

  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.

  I cancelled a cruise with Celebrity Cruises and they issued a refund of $900.00 ($450 per person) on 9/20/2022 to an old Chase card ending in ****. We no longer have the card, so we don't know the whole number. ***** cannot find that card. They say it must have been purged. And since it was purged, they can't do anything about it. They said the only thing that can be done is for Celebrity Cruises to issue a recall of the money and give it to us in a different way. However, Celebrity says they can't do it because they claim we've already received the money. We haven't. A ***** rep told me to write a letter to ********** Services, which I did on 12/1/2022. They never responded. So, I emailed the letter. They still didn't respond. The money is in limbo with Celebrity and ***** both saying they can do nothing about it. I believe this is unacceptable and one of them should be able to do something.

  Business Response

  Date: 03/27/2023

  Dear ****************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the February 27, 2022 sailing of the Celebrity Infinity. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  Im very sorry youve encountered such challenges while attempting to obtain the money owed to you following the cancellation of cruise reservation ******* back in December of 2021. It is disappointing to know that, in spite of your efforts, you still do not have your funds back. I hope you will accept our sincere apologies for the delays and inconveniences youve experienced.
  
  As soon as I finished reviewing your case, I got in touch with ****** from our Engagement Team so that he could provide his support. I was glad to see that ****** was able to reach you by phone on Monday, March 27, to speak with you about your concerns and assist with your refund. Im very happy to confirm that a refund of $900.00 has now been successfully set up to disburse to a **** card ending in ****. Please note that these funds should appear in your account within approximately 15 business days.
  
  ****************, we are grateful for your patience. Again, we thank you for reaching out to us through the BBB and giving us the chance to assist with this situation.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 03/28/2023

   
  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,
  
  *************************