ComplaintsforCelebrity Cruises Inc

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first contacted Celebrity on Monday, March 18, 2024, at 7:11 pm. I had them add my son's name to our booking (ID: ******** this was done, and a new invoice was sent. I also shared that I was concerned I would not receive my **** in time for my sailing and asked if I would be able to switch sailings, he said yes.On Monday, March 25 at 2:01 pm, I called Celebrity to switch my sailing, I was told by the agent this was not possible. I shared what I was told by the first person I spoke to and he told me essentially I was misinformed. I was told my options were to keep waiting or cancel and lose 100% of my cruise fare and be refunded the taxes, fees, and port expenses. I was shocked and upset. I ended the call feeling incredibly disappointed and frustrated as I had initially been told the sailing could be changed.On Tuesday, March 26 at 7:40 pm, I called Celebrity again and this time asked to speak to someone in hopes of resolving this matter. I was redirected to a man from resolutions. I recorded the conversation for my records considering the mixed information I had been provided to this point. This individual did hear me out which I appreciated, he even asked what sailing I wanted to switch to and looked it up, then proceeded to say no, they just could not switch the sailing, that is their policy. Why then would he even ask what cruise I wanted to switch to and give me hope if there was no intention of doing the switch? Again, I was left feeling incredibly disappointed and frustrated. He proceeded to tell me the same information as the other man I spoke to, my only options were to keep waiting or cancel and lose 100% of my cruise fare and be refunded the taxes, fees, and port expenses.I do not want to cancel my cruise, I have never sailed with Celebrity before and was very much so looking forward to it. I would like to switch sailings as this is what I was initially told I would be able to do.

  Business response

  03/29/2024

  Dear ********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Eclipse sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  A valid passport is required for all international travel, and for your protection, we strongly recommend that your passport expiration date not occur within six months of the sailing termination date. Unfortunately, we are unable to advise travelers of further required travel documents, including travel ****s. Due to the number of countries that Celebrity Cruises visits and the continually changing travel documentation required for each, it is simply not feasible for our cruise line to keep current on all travel prerequisites. As such, it is ultimately each guests personal responsibility to identify and obtain the necessary travel documents before commencing their cruise. Such requirements vary depending upon an individuals citizenship, immigration status, and cruise destination. Alternately, we encourage guests to contact the embassy or ***************** of each country their sailing is scheduled to visit. You can find guidance for obtaining **** requirements by visiting www.celebritycruises.com/frequently-asked-questions.
  
  Unfortunately, Celebrity Cruises does not play a role in getting guests their travel ****s. Instead, we suggest that you obtain a **** for your visits by contacting CIBT, a **** and passport service. CIBT can be reached by phone at ************, or email at *************************************** By providing them with our account code, *****, you will receive their services at a discounted rate. 
  
  Upon review of your reservation, it was created March 13, at that moment final payment date was due; as per the Cruise Ticket Contract, which is agreed at the moment of online purchase, Celebrity Cruises is not able to make major changes to the reservation after final payment date; I see that you called March 18 to ask, however, by then, the Final Payment was posted. We encourage you to review the provided Link, to process the correspondent ****s for traveling. 
  
  I see that your Celebrity sailing is just around the corner. We look forward to welcoming you aboard. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  04/08/2024

   
  Complaint: 21496570

  Hello ****** San ******,
  
  Thank you for your reply. I am rejecting this response because:

  My complaint was not addressed. It was not about obtaining a ***** I already did that on my own and was concerned I would not receive it in time for my sailing.

  The complaint was that I was told by a customer service agent on March 18, 2024 I could switch my sailing. When I called back on March 25, 2024 to switch my sailing I was told by a different agent I could not switch my sailing.

  At this time I have my **** and will be taking my cruise and no longer want to switch sailings.

  I would have appreciated if my complaint was actually addressed and at the very least was provided an apology for the mixed information provided to me by the Celebrity call center employee.

  Going forward I would strongly recommend Celebrity ensures employees are providing accurate information to avoid situations like these.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/24 I purchased a digital photo package while aboard the Celebrity Summit. This trip was in celebration of my mother retirement. A trip with her daughters. While aboard I was not able to download the photos because there was something wrong with their system. I was told and convinced that even if Im unable to download the photos now they would send me a link in 5-7 days. Today is 3/21 and I have yet to receive anything. I am currently on hold with Celebrity and its 24 minutes and counting. I have called several times, I have sent emails and still this is not resolved. These photos capture a moment that I will not get back. I dont have any of these photos on my phone or else where hence the reason why I need this resolve. I want what I paid for so I am not sure what the big issue is at all.

  Business response

  03/23/2024

  Dear *******************: 
  
   Thank you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We hope you enjoyed your time aboard the Celebrity Summit. Upon review of your request, this has already been addressed and we have sent you an email with a link with six-day expiration to download your photo package from your trip so that you can hold on to those special cruise memories. 
  
  We value your business and would be happy to assist you further should you have any further questions or concerns, please contact our ***************** at ************ 
  
  Thank you for choosing Celebrity Cruises. 
  
  Sincerely, 
  
  
  
  **************************;
  Celebrity Cruises 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter and I have been watching a celebrity cruise since September 0f 2023. We would screen shot the price of the entire crusie which included the taxes and fees and port charges. The taxes and fees and port charges for the cruise on April 27 on Celebrity Eclipse from Rio de ******* is $744. However, when my daughter and I finally decide to book the cruise in March, I noticed the taxes and fees and port charges have increased to $830 dollars. The cruise was book via air ******. After realizing this, I contacted Celebrity cruises and spoke to ***** on March 8 for over 1 hr. I sent proof fof the port charges in September via screenshot and he reported they would contact me to rectify the situation, but to date I have had no resolution. I would like for Celebrity to adjust the taxes, fees and port charges to $744. I did research and it was identified that everyone on the cruise no matter what category of room choice, pays the same taxes, fees and port charges. Therfore I would like a refund of $86 dollars to be refunded to myself and daughters account

  Business response

  03/19/2024

  Dear ***********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Eclipse sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  We are delighted you will be sailing with us aboard the Celebrity Eclipse. Our pricing and availability are constantly changing, and this can include government taxes and fees. As the pricing fluctuates, tax adjustments may be required for certain qualifying sailings. Any tax overages will be credited toward the SeaPass account on board. These refunds are determined by several factors, including the date a cruise reservation was made, the ship being sailed on, the sailing date, and the selected itinerary package. For this reason, we cannot adjust the taxes and port fees amount. 
  
  Again, we really appreciate you taking the time to write to us and cant wait to welcome you aboard the Celebrity Eclipse next April. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  03/20/2024

  Thank you for your response. 

  I do understand about taxes and fees and port charges.  My understanding is that The calculation includes the following: Ship's registered tonnage, ship's port of registry, number of passengers, last port of call/departure prior to this arrival. Therefore, everyone on the cruiseship should pay the exact taxes and fees and port charges.   

  If you review my attachments, it clearly shows taxes, fees and port charges of $744 dollars charged in September and currently those charges are $830 dollars.  Since everyone is to pay the same taxes, fees and port charges, why were they increased from $744 dollars to $830. 

  Additionally, why are some passangers paying the increase in taxes, fees and port charges while others are not.  This is unfair and celebrity needs to do better with regards to how they conduct business.  I do not believe that there will be any refund in taxes, fees and port charges and this is the reason, I am raising the issue now. 

  Regards,

  *******

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billed on 02-22-24 thru 02-26-24 The amount Celebrity Cruises took is $500. The business provided changes to a booking made on June 23, 2023, online at which time the booking was changed 5 times over the course of the next 8 months each time it got changed no fees or penalties were assed at the time of changes trip was rebooked and changed. Their policy states fees would be incurred at time of changes, but zero fees were ever incurred at time of changes. Looked at my reservation on 2-27-23 and over the course of 4 days fees were placed on the changes made over the course of the months since booking in June. A total of $500 Celebrity said that since the changes were made online and not called to their reservation department by phone, and that their system had a "glitch" and did not bill fees correctly. On part of celebrity their way of handling this was the most deceit failure to take responsibility for their systems errors and by charging this customer with fees that if was assed at time of changes per their policy all of this could have been avoided for there wouldn't have been any changes the customer me would not have spent the money on the change fees. Celebrity cruises were of zero help and placed the blame on me the customer for their system failure and deceitful way of conducting their business went so far as to locking my account access.

  Business response

  03/09/2024

  Dear ************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity *******************. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I was sorry to learn you cancelled your sailing aboard the Celebrity Beyond departing on November 25, 2024. Upon review of your reservation, I show this cruise reservation was created by your travel agent. Regrettably, reservation was booked as non-refundable deposit, for that reason the amount was held. 
  With that information in mind, please contact your travel agent regarding any further concerns.  
  
  I hope you have a wonderful day. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  03/12/2024

  The reason why I still have a charge of $300 on my credit card on February 19, 2024, shouldn't be there why hasn't Celebrity refund those funds back to that card whatever that charge is has nothing to do with the non- refundable deposit. Nobody at Celebrity has an answer for that as well I want those funds returned as well as I'm ready to finish this nightmare of having any business dealings with Celebrity now and in the future.  Thank you in advance for doing the right thing for once and return the $300 charge back to my credit card along with the deposit for how we got here is the deceitfulness of your system and failure to understand common logic should in itself makes zero sense. Look forward to having this resolved ASAP I'm finished doing business with Celebrity now and forever in the future.

  Best regards,

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

  Customer response

  03/12/2024

   
  Complaint: 21359327
  
  I am rejecting this response because: The reason why I still have a charge of $300 on my credit card on February 19, 2024, shouldn't be there why hasn't Celebrity refund those funds back to that card whatever that charge is has nothing to do with the non- refundable deposit. Nobody at Celebrity has an answer for that as well I want those funds returned as well as I'm ready to finish this nightmare of having any business dealings with Celebrity now and in the future.  Thank you in advance for doing the right thing for once and return the $300 charge back to my credit card along with the deposit for how we got here is the deceitfulness of your system and failure to understand common logic should in itself makes zero sense. Look forward to having this resolved ASAP I'm finished doing business with Celebrity now and forever in the future.
  Best regards,
  ***********************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The following email that was sent to Celebrity on 2/12/2024 with a follow-up on 2/17/2024 should explain the issue. Several times requested ro speak with a supervisor and was denied.I am writing today because I am not having any luck getting my issue resolved in a TIMELY manner. On January 7th my husband and I sailed on the Ascent (reservation #*******) with the charges being applied to his **************** card. On January 14th we did a back to back, again staying on the Ascent (reservation #*******). On January 15th I went to guest services and asked that they change the charges for this cruise to my ****************. Upon returning home we discovered that they charged both cruises to my credit card. My husband called and asked them to correct it and charge the Jan 7th cruise to his Amex and keep the Jan 14th on mine. It took several weeks but they finally applied the charges to his credit card, however, the charges still remain on mine. When we called to address this, and yes, we have called several times to complain, they are telling me that it will take at least another 3 weeks to correct mine. That being said, will Celebrity be paying my interest charges for this?I cannot understand how this practice is ok. I have over $14000 on my card that is also on his. I have worked in the accounting field and cannot figure out how this entry has been made as there is no way that books balance. We have sailed on Celebrity for years and have recommended this cruise line to many but I am certainly rethinking my loyalty to this cruise line considering the responses we have received regarding this issue.I am requesting this charge be removed from my credit card ASAP as Celebrity already has the payment for this cruise.Regards,***************************

  Customer response

  02/29/2024

  Just wanted to let you know that I finally received my money back. However, since they had my money for well over a month, along with my husband's, I think they should refund it with interest but that is not their policy.

  Business response

  03/03/2024

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Upon review of your request, I found that **************** called us on February 27 and was advised that the refund has been already disbursed. 
  
  If there is anything else we can help with, please contact our ***************** at ************. 
  
  Have a wonderful day. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  03/03/2024

   
  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. I notified the BBB on February 27th to notify you that I had received my refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to lodge a formal complaint against Celebrity Cruise Line for failing to deliver the promised service and for their inadequate response concerning a refund. In June, 2023, my spouse and I purchased a European cruise from Celebrity Cruise Line, specifically chosen to celebrate our 10th wedding anniversary in Ibiza, ***** the location where we were married 10 years ago.However, to our profound disappointment, Celebrity Cruise Line later informed us that Ibiza had been removed from our cruise itinerary. This change significantly impacted our plans, as the visit to Ibiza was the primary reason for choosing this specific cruise. When we requested a full refund, given that the service sold to us was no longer being provided, Celebrity Cruise Line offered only a 30% refund of the total trip cost. This response is unacceptable and unjust, considering they are not delivering the product we paid for.The refusal to provide a full refund under these circumstances is not only disappointing but also raises serious concerns about Celebrity Cruise Line's commitment to customer satisfaction and their adherence to fair business practices. It's disheartening to witness such disregard for the impact their decisions have on customers, especially in matters of significant personal and emotional importance.I kindly request the BBB's assistance in this matter to seek a fair resolution. I believe that a full refund is warranted, given that the key component of our purchase (the visit to Ibiza) is no longer being fulfilled by Celebrity Cruise Line. This situation has caused us considerable distress and inconvenience, tarnishing what was meant to be a celebration of a milestone in our relationship.Thank you for your attention to this matter. I look forward to your support in resolving this issue with Celebrity Cruise Line.Sincerely,********************* ***************** ************ Booking Reference Number *******

  Business response

  02/15/2024

  Dear Mr. ******  
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Upon review of your reservation, I show this cruise reservation was created under a non-refundable deposit, amount has been held in penalty. Although I certainly empathize with your disappointment concerning this alteration to the sailing schedule, ********** Ticket Contract states that we may modify the itinerary for any reason. For this reason, we cannot fulfill your compensation request. Please contact your private insurance company to claim further refunds. 
  
  Again, we appreciate you taking the time to write to us and hope we can be of service to you in the future. 
   
  Sincerely, 
  
  
   
  **************************;
  Celebrity Cruises 

  Customer response

  02/15/2024

   
  Complaint: 21274664
  
  Dear ************************* & Celebrity Cruises,
  
  Thank you for your response to my complaint submitted via the Better Business Bureau concerning my experience with Celebrity Cruises, specifically regarding the Celebrity Ascent sailing however I am rejecting this response.
  
  I understand the points you have raised, particularly concerning the non-refundable deposit and the company's policy as outlined in the Cruise Ticket Contract. However, I must express my profound disappointment and disagreement with the stance that the service alterationsservices which were a pivotal reason for my bookingdo not warrant any form of compensation or refund.
  
  The crux of my dissatisfaction lies not just in the itinerary change but in the broader issue that the service I paid for was not provided. The modifications to the sailing schedule significantly impacted my travel experience, negating the value I expected to receive for the price paid. The terms that allow for such changes, I feel, were not made sufficiently clear or emphasized at the point of sale, which feels misleading.
  
  While I understand that contracts are legally binding, consumer rights and ethical business practices also dictate that customers should receive the service they have paid for, or in cases where this is not possible, adequate compensation or remediation. The suggestion to seek redress through my private insurance does not absolve Celebrity Cruises of its responsibility to deliver the purchased service or a fair resolution when failing to do so.
  
  Therefore, I am requesting a more equitable resolution to my complaint. I am not merely seeking a refund for the sake of it but am looking for acknowledgment that the service promised was not delivered as per the expectation set at the time of purchase. I believe a compromise can be reached that reflects the inconvenience and disappointment caused by these changes, beyond what private insurance claims might cover.
  
  I appreciate your attention to this matter and look forward to a resolution that considers the customers' expectations and rights as much as it does Celebrity Cruises' policies.
  
  Sincerely,
  
  D. Troop

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $900 down payment for a cruise with Celebrity Cruise back in May2023.The Cruise is for March **** to ****** Canal They Canceled my cruise and confiscated the down payment ($900) saying that I did not pay the whole amount on time. They did not notify me. they say they sent me an email. It went probably to SPAM. They never called me.They really spoiled my Trip and took my money unjustly.

  Business response

  01/30/2024

  Dear ******************: 
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity **************. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  While creating a reservation online, we show the Cancellation Fees schedule as well as the policy on the bottom of the page, as it says: * Full deposit must be paid by deposit payment required due date. Standard full deposit penalty is applied if booking is cancelled within final payment period; see Celebritys cancellation policy for details. Non-Refundable Deposit Bookings (NRDB): To qualify for the lowest available cruise fare, guest must choose a non-refundable deposit. All deposit payments for NRDB made after 03/02/23 are non-refundable from the time of booking. NRDB are applicable to groups at prevailing rates. Not applicable to incentive, contract, or charter groups. Nonrefundable deposit offers are applicable to sailings within final payment, however full deposit is due at time of booking.... you may go to:  *******************************************************************************************************************************************************************************************;
  While the booking is in process, we do have an option to change to a refundable deposit rate by selecting the option prior to Review and Pay, under Select your travel preferences. 
  We also offer CruiseCare which helps protect you with a full refund if you need to cancel for any reason. 
  We also provide our terms and conditions information while booking, you may go to www.celebritycruises.com/guest-terms. 
  
  ******************, your experience with Celebrity is very important to us, so we are very sorry we will not be able to provide you with the monetary refund you were looking for. Due to lack of payment before the final payment date which was on December 12, 2023. 
  We do hope that, in the months ahead, you will find a good opportunity to sail with us. 
   
  Sincerely, 
  
  

  
  **************************;
  Celebrity Cruises 

  Customer response

  01/30/2024

   
  Complaint: 21204221
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have not been on a vacation in over 20 years and was traveling with my 26 years old autistic daughter on the Ascent from November *****. The trip was intended for me to have someone wait on me for a change and to also try and see if my daughter would enjoy this type of travel. On Thanksgiving prior, I woke up with severe sciatic pain and wasn't sure we would be able to travel. I got medication and hoped for the best.I specifically picked the celebrity suite because of the separate bedroom for my daughter because it is what she is accustomed to. Day 2 we went into port and came back around 11:00 a.m. and were then informed that the sprinkler went off in our suite and it was flooded. Everything got wet, clothing, shoes, electronics, etc. We were then downgraded to a sky suite which was not ideal (noisy) and not what I paid for. I do realize it is not anyone's fault and just an accident but you should also understand, this was no vacation for me. Day 2 was spent moving, unpacking again, drying things off and waiting for my laundry to be returned so I would have something to wear for dinner. All this extra activity has made my sciatic pain much worse, I am still recovering. I know it was necessary for the workers to clear out a lot of our belongings but to me it was a problem, I am a private person and I would prefer that people I do not know not go through our belongings. I was offered $3022 in credit for my next cruise. I found this to be insulting. Who's to say I will travel with you again? The only one to benefit is Celebrity because I would be forced to pay extra for this additional cruise. I am requesting a full refund especially since the suite we ended up in probably would have cost me $2000 less than the room I actually paid for, along with the disruption we went through. I will also be filing a complaint with the BBB so this is resolved as soon as possible.

  Business response

  12/19/2023

  Dear **********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  In reviewing your reservation, I was happy to see that our agent **** did receive your call and is currently assisting you. 
  
  I am sorry for your unpleasant experience.  I can assure you we will continue to improve our services to meet the needs of our guests.  
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  01/05/2024

   
  Complaint: 20971769
  
  I am rejecting this response because:
  
  **** has done ZERO to assist me.  
  Weeks have gone by and I have received nothing from her. No FCC, nothing.

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

  Business response

  01/13/2024

  Dear **********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  I see you have talked to our Executive team, and explained there would be no refund, however, we are providing Future Cruise Certificates and Onboard Credit. 
  
  Below are your Future Cruise Certificates Information: 
  
  ***********************;
  Certificate Number: 3-uoq4c17 
  Amount: $2,077 DLLS 
  Expiration date: 01/05/2026 
  
  ***************************;
  Certificate number: 3-UOR5113 
  Amount: $2,077 DLLS 
  Expiration date: 01/05/2026 
  
  Please refer to the guidelines and instructions for redemption provided within our official certificate email when planning your next cruise. 
  To redeem your ***, please visit CelebrityCruises.com/future-cruise-credit or your Travel Advisor. You can also contact us using the below information: ************* and ******: ************** or email us at ******************************  
  Future Cruise Credits are per person, per booking, and valid only for the person noted above. ***s are redeemable towards cruise fare only and are not valid on Complimentary cruises, Incentive bookings, and Charter sailings. 
  All guests are responsible for taxes and fees where applicable. 
  Celebrity Cruises reserves the right to void the *** Savings amount if the guest named above receives other reimbursement. 
  ***s are only valid for the cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  Additional terms and conditions apply. 
  In addition, we would like to offer you Onboard Credit in the amount of $1,000, which can also be used on a future Celebrity sailing. Kindly note, this offer will remain valid until 01/05/2026. When finalizing plans for your next cruise vacation, you are welcome to contact our ***************** at ************ with the certificate number 3-UOR5115 to have the credit applied. 
  It was a pleasure corresponding with you. We really appreciate your feedback and assure you it will be used to improve the Celebrity experience. We hope to welcome you and ******************************************* back on board one of our ships in the future! 
  **********************, it is our sincerest hope that we may welcome you back again under better circumstances. Again, accept our best regards and well wishes. 
  Sincerely, 
  
  **************** Miguel 
  Celebrity Cruises 

  Customer response

  01/13/2024

   
  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

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Celebrity cruise is withholding a contracted refund and has not responded to my attempts to contact them.On Feb 24, 2023 my boyfriend and I reserved a future booking and were guaranteed a full refund if the booking was not made in 6 months. On Aug 24, 2023 the future booking expired. No refund was made. Attempts to reach the company have been ignored, including by individuals communicated with in the weeks prior to it expiring. The amount paid was $200. The contract states With a Cruise Later reservation, a ************* date are not selected at the time of booking; however, a specific ************* date must be selected within 6 months from creation of the booking or it will expire and the deposit will be refunded. This is a predatory practice. I would like this resolved. The booking ID is *******.

  Business response

  11/17/2023

  Good day.

  We have review complaint and we would like to extend our apologies for the misunderstanding as cancelation of a reservation is made as per guest request directly, we do  acknowledge that Terms and Conditions give the impression that reservation will be automatically cancel and refunded; We have already escalated this for corrections.

   

  I would like to confirm that reservation has been canceled and the $200.00 USD place as deposit will be refunded to the original form of payment  VA****2927 within 15 business days.

   

  Thank you for reaching out to us and we hope we have provided a resolution to your satisfaction.

   

  Sincerely,
  
  
  *****************************
  Advisor, ***************** | Celebrity Cruises

  Customer response

  11/17/2023

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a cruise through Celebrity Cruises. We cruise every year for the past 10 years. I suffered a stroke 5 days before leaving. I was hospitalized. My husband called Celebrity cruises to cancel. They said we need to wait til cruise was over. We got the run around and then in the end only received taxes paid and port fees. My husband asked to postpone the cruise. No one accommodated us.

  Business response

  11/01/2023

  Dear ***************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry to learn you were not able to sail with us due to healthy issues; I see that your husband, **************, called and he was advised by one of our representatives to contact your travel agent to make all the changes you needed. Your reservation was booked with a travel agent. Please contact your travel agent and any private insurance you may have. 
  
  We wish you only the best. 
  
  Sincerely, 
  
  
  
  ****************************;
  Celebrity Cruises 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩