benkon

Update:  Just got off the phone with a rep from the executive offices, whom I had emailed.  She listened to the recordings, verified that my complaint was justified, and 100% resolved the situation.  I give them many props for following up and doing the right thing.

Now, a second glass of wine.

Interesting replies.  We've got over 25 cruises under our belt with 5 cruise lines.  I see a sharp decline in customer service and integrity among all of them.  The "nickel and diming" on cruises has always been ridiculous.  Now, it's also buried in the fine print and embedded in "great offers" sound too good to be true because they are.  To me, this is less a legal argument and more a moral one.  They've lost a good customer over $400.  A faithful customer who "donates" regularly to the ship casinos (LOL).  I'm not naive enough to think they care, though.

We have a scheduled cruise in December.  I was looking through available cabins and decided to call to change our stateroom (and pay the applicable upgrade fee, if any).  After spending 45 minutes on hold, I finally got a quote for the upgrade to a cabin we liked better than the one we had.  It was $402 total for both passengers.  I was about to give my CC number and seal the deal, but decided I should double check with hubby to make sure that's the cabin he wanted.  I told the CSR I'd call right back and she assured me "no problem"!

I called immediately back and waited another hour on hold to be told the cost for the same stateroom would be $796!  I gave them the previous quote and they said they'd put me on hold again to check.  After another 45 minutes, they came back and said it would be $746!  This whole time, I kept a mock booking open on my computer and refreshed it occasionally.  The advertised price never changed.  I hung up and still felt as if I had been wronged.

I placed a third call to try to get it sorted out.  The rep assured me they could check the "recording" of the first call.  Then, a resolutions rep came on the line and told  me they would not do that.  She said that the first agent had misquoted and would be reprimanded.  I told her that didn't help me much and said that RCCL should honor the quote they gave me.  I told her that, if I had given my CC info in the first call, the transaction would have been complete.  She said that even if they did that, their auditors would put the balance on my cruise bill once they realized the error. 

*****???  Does this sound like ethical business practice to anyone?  Has this happened to others?

Thanks for listening.  I'm getting a glass of wine, now.

Just now, mahdnc said:

Pretty depressing read.  I am sorry that it went so unenjoyable.

Thanks for the kind words!  We still had a good time together and made the most of it!  Met some great people, too!

Before you read - here is a disclaimer:  We are avid cruisers with five cruise lines and 25 sailings under our belt.  Comparisons and impressions here are not mean spirited or ultra fussy.  I'm writing this review because I wish someone had done this before I booked this horrible mistake.

We were super excited for our very first Celebrity cruise.  We'd listened to all the hype about this "premier" cruise line and wanted to experience it for ourselves.  Greece has been on our bucket list for awhile and the Infinity was the ship that fit our itinerary and scheduling needs.  We knew it was an older ship and in much need of a refurbishing.  We don't travel with children and have never really taken advantage of the bells and whistles on some of the newer mega ships (rock climbing, Flo-Rider, etc.).  So, we set sail with those lowered expectations in mind.

Embarkation - The port of Athens is clean and organized.  We were on the ship in short order and our luggage delivery was speedy.  No complaints there at all.

Stateroom - We had an Aqua Class balcony cabin on the 11th deck.  The location was great - a few steps to the buffet and the pool.  The first thing we noticed was the scum on the balcony glass and sliding doors.  You could not see out.  The decor is outdated and the fixtures were rusty.  Our bathrobes were like cardboard, as were the towels.  Toilet tissue couldn't have been cheaper quality.  The television was no larger than a laptop computer.  It was on one side of the bed and placed on a low cabinet, so if you slept on the opposite side, you couldn't see the screen over your cabin mate's legs.  No matter what we did, we could not keep the water from the shower flooding the bathroom.  The doors simply don't close and seal.

Food - I'm not a picky eater.  But, this was the WORST cruise food we've ever had!  Nothing was ever hot - in fact, it was barely warm.  The buffet layout is ridiculously inconvenient.  The buffet food selection was nonexistent for breakfast and lunch.  None of the usual cruise fare was there anymore.  The serving utensils were always filthy.  The "Oceanview" Buffet had no view, as the windows there were also very dirty for the entire cruise.  If you were lucky enough to have someone come over for a drink order, you would be unlucky enough to receive it WAY after you were done eating.  We ate dinner in Blu for all but one evening.  I had three beef and lamb entrees which were so tough you could not cut through them.  Again, food was barely warm.  Menus are unimaginative and bland.  Our one specialty dining experience was Le Petit Chef.  It's basically a video projected onto your table.  Nothing special.  And to top it off, they charged us twice for the meal on our account (we had purchased it online during a flash sale and then they charged us at dinner for the full price).  We've done Wonderland on Odyssey OTS - there is no comparison whatsoever.  

Entertainment -  Wow.  Just horrible.  The singer/dancers in the main shows were out of tune and out of shape.  Costumes were low budget.  Special effects were few and far between.  The "magician" was inaudible because the sound guy had the background music up too high.  The "juggler" dropped stuff every trick.  We saw a medicre string duo in the bars, but not much else.  The pool had zero live music during our time there and the recorded Muzak was just awful.  

Pool - There was dirt and debris in both outdoor pools and the quality/cleanliness of the water was sketchy.  I know this is a problem on all cruises, but we saw passengers put down towels at 8 a.m. and never return for hours and hours.  Most of the pool loungers were just towel resting places.  Of course, the staff did nothing about it.  We spent two port days sitting at the pool and never once did we have anyone offer us a drink.

Drink Package - $10/per drink on the Classic Package basically gets you nothing on the menu.  Such a ripoff.  Stop calling it a "perk" and call it a "discount".

Casino - We cruised on a Casino Royale promo, so I tried to have some fun playing slots.  The machines were SO old and outdated.  I never saw anyone win a jackpot.  I played $500 out of sheer boredom, but gave up because every spin was a losing one.  

Spa - We made the mistake of upgrading to (and paying a lot more for) Aqua Class for the "perks".  The thermal spa is a joke.  It's small and claustrophobic.  Didn't look very clean.  Our last experience was on NCL where the thermal spa was world class awesome.  

Tendering - So, here's the system.  When the ship tenders at a port, you have to go to the Martini Bar and wait in a line to get a numbered ticket.  Then they start calling banks of numbers all at once and people converge on the gangway entrance from all manner of hallways, lobbies, and stairwells.  At this point, it doesn't matter which number you had - it's every man for himself in hand to hand combat to get to the entrance.  Yeah, good job.  I love me a relaxing vacay.

Fellow Passengers - See above.  Also, I love the guy who wanted to know if he liked the flavor of yogurt.  He stuck his finger in and licked it.  Decided NAH.  Put the yogurt back in its place.  

Ports - We loved Greece and had a great time.  Captain couldn't port in Mykonos due to high winds, so we missed that one.  

Service - Kudos to our stateroom attendant and service staff in Blu.  They all went above and beyond to be efficient and friendly.  

Disembarkation - Went fine, albeit too early in the morning for a relaxed pace.

If this cruise was a sampling of the Celebrity experience, I need see no more.  If this truly is the future of mainstream cruising, then it's a sad state of affairs.

The icing on the cake:  We both started to feel unwell halfway through the plane ride home.  Both of us had pretty bad cases of Covid for 10 days post cruise (vaxxed and triple boosted).  Maybe even if we don't revisit all the Covid mandates (masks, vaccination reqs, etc.), we could at least go back to keeping the ship clean and insisting people wash their hands???  Yes, we could have become infected in port.  I'm betting on the enclosed, crowded, unclean ship vs. the great outdoors.  Hey, maybe it was the yogurt guy.

Hello!  Is the cash-in on slots (Infinity - Greek Isles Cruise) US$ or Euro or both?  Thanks!

22 hours ago, irvington said:

I went on the Celebrity excursion 2 years ago and if it is the same you will be perfectly fine. It is described well above. There is some walking on uneven ground and a small incline into the ruined town. We had a quite frail looking elderly couple who seemed to handle it just fine.

 

The "challenging" part of it was really the boat ride over. The seas were rough that day. I was perfectly fine but some folks were queasy. I'm sure that's just luck of the draw.

Appreciate the help!  Thanks!

14 minutes ago, MeHeartCruising said:

 

My May 2023 experience on the Royal Caribbean version of the tour:  If you are able to walk on gravel and/or stone pathways, most of which are quite flat, and a few that are slightly on a gradual slope, you will be fine.  You do quite a bit of walking on the island.  But probably not more than 1/2 to 3/4 of a mile, I suppose.  There were frequent stops as the guide paused to discuss something.

 

There is a "mountain" on the island that has a stepped pathway to the top.  People are permitted to walk up there.  But in the timeframe of the excursion that I was on, that was not possible.  We were told about the significance of the mountain top as part of our guide.  But it was only pointed to. 

 

Unless your tour is different and includes the mountain trek, I don't think you'll have any problem.  I'm an overweight, out-of-shape, non-athletic tourist and I had no problems whatsoever.  When I was there in May, the indoor museum was closed for renovation work, so it was an all outside time on the island.  There is little shade (didn't need it in May).  There is a restroom near the boat dock where you start/end the visit.  There was a bottled water machine nearby.

 

You may want to view a few videos on YouTube.  They show a pretty good idea of what to expect.  

Thank you!!! Very helpful. 

Hello!  We are on the Infinity in two weeks.  We booked the ship excursion to Delos.  The activity level is listed as "strenuous".  Can someone who has taken the tour elaborate on the level of activity required?  Is there a "bail out" area to wait if the tour goes somewhere one cannot climb?  

I have no real mobility issues, but I'm also no mountain climber.  I anticipate bringing good shoes, a hat, and water. 

Thanks, all!!!

Thanks, all, for the input.  I withdrew my bid and decided to stay where we are.  

17 minutes ago, mrgabriel said:

 

Sadly, there are many who post and do expect preferential treatment in one form or another. If I lumped you in with that group, apologies.

 

I'm guessing that the reason you can make reservations in one dining room and not Blu is because Blu was the original 'no reservations required' dining room and it's probably the number one reason people spend more for AQ cabins. 

Thanks, and I appreciate your kind words.

32 minutes ago, Snit13 said:

Why would I want to dine in Trellis?  I have been booking Aqua since it was first introduced on the roll out of Solstice.  Can't ever recall having to wait more than a few minutes for a table in Blu.  Why would I want a reservation to dine.  I enjoy dining when it suits my schedule not at a designated time.

I don't wish to dine in Trellis.  I was just asking why my Cruise Planner gave me that booking option and not Blu.   Making a reservation, from my experience, just eliminates all (or most of the wait), especially when you wish to dine between an excursion and a particular show.  Since everyone has indicated there's little or no wait for Blu, it shouldn't be an issue.  That's why I asked the initial question.

2 hours ago, cruisestitch said:

It is confusing.  You have run into an artefact of the Celebrity booking system. It makes it look like you can reserve dining times in Trellis but you actually can’t.  If you are in Aqua class your dining room is Blu, not Trellis.  Just ignore any references to Trellis.

 

as to Blu, it does not take reservations. It is walk-in only.  

Thanks.

2 hours ago, mrgabriel said:

"Prime" refers to your cabin location only. You get to wait in line like the rest of us who have paid beaucoup dollars for AQ 😉 And as others have mentioned, there will likely be a wait if you arrive between about 7 and 8:15. Sometimes we have the same server but if we don't want to wait, we've been seated with different servers.

Gosh, you guys are harsh.  I was only stating my cabin class as it is on my reservation, not implying I was someone special who doesn't have to wait in line "with the rest" of you.  Geez.  

3 hours ago, hubofhockey said:

I don’t believe that being Prime Aqua Class gives you preference at Blu and the ability to reserve there.  I would think “Prime” only means that you paid for a location.  I would guess that, at some point, Celebrity will allow passengers to reserve at Blu for a fee, as a new revenue source.  If they do, they will devalue Aqua for everyone else.

I wasn't implying that "Prime" meant preferential.  I'm aware it applies to the location.  I was only stating my cabin designation as it is on my reservation.  I was only saying it makes no sense that they allow time selections in Trellis, but not Blu.   

We are booked in a Prime Aqua Class on an upcoming Infinity sailing.  Can someone please explain why I can use the online Cruise Planner to reserve an actual dining time (we have Anytime Dining) in Trellis but not in Blu?

Thanks, in advance.

18 minutes ago, bikerunner said:

I would stay, the main thing you would get is access to Luminae and the Retreat lounge, if this was an E class ship would be a different story since you would also gain access to Retreat pool area.   If your happy with location you have now I would stay, Blu is great dining and you already have access to the Persian Gardens being in Aqua.  Think of it this way, the money not spent on the upgrade can do some specialty dinners if wanted, even the chefs table etc.    

Thanks for the advice!

We are booked on an upcoming Infinity 7nt. sailing in a Prime Aqua Class (Deck 11).  Were offered to place a Move Up bid for an Aqua Sky Suite.  From searching available cabins, the suites available would be 6130 or 6132 (assuming no other movement).  These look like their right above the life boats and don't exactly have private balconies - they are adjacent and on the angle of the bump out.  

Since it's a Move Up, we'd get the amenities of the Sky class, but not the Perks.  So, we already have the AQ all-inclusive (Classic/Wifi/Tips).  

I'm thinking our current location might be actually nicer than the suite location.  Does anyone have any advice on whether to bid or just leave well-enough alone?  I'd appreciate any feedback from cruisers who have had eitther stateroom type.

Thanks, in advance!!!

1 minute ago, soniam said:

I know you get access to the Retreat facilities and room amenities, such as a butler. However, my understanding is the wife/drink package/prepaid gratuities/OBC are considered perks, not room amenities, so you would not receive those. You would keep the perks that you already have with your Aqua stateroom reservation. You could pay extra to move up though.

That was my guess.  Thanks for clarifying!

Thanks for the great info, cruisemom42 and edinburgher!  We have all of the historical sites/museums on our "to do" list for each port, but I do like to pick up souvenirs!  Everything I've read says the retail type shops are closed on Sunday.  I'm hoping a few might make an exception for a large ship's arrival.

Cheers!

Sorry if my question has already been answered somewhere....I searched for awhile before posting this.

I submitted a bid for Move Up from a Prime Aqua stateroom to an Aqua Sky Suite on the 9/9 sailing of Infinity.  Since Aqua already has included classic drinks, regular WiFi, and prepaid gratuities, will I also be "moved up" to premium drinks, premium WiFi and prepaid gratutites at the suite level, or will I have to pay extra for those?

Also, as I understand it, the Sky Suite includes all access to the Retreat facilities.  Am I correct?

Thanks for your patience and help!

Hello!  We are on the 9/9 Celebrity Infinity cruise to the Greek Isles.  Our first stop is in Thessaloniki on a Sunday.  Should we assume the shops will all be closed on Sunday, or do they open for a large ship in port?

Thanks, in advance, for any help!

Just got our ROYAL UP acceptance email for the 5/1 Oasis OTS!!!!  OVB to JS for minimum bid.  We had a JS on the Odyssey and got spoiled by the extra closet space and Lavazza espresso.  This one only has one bathroom, tho.  

Does anyone know - if I put in a new bid for a category up, is that bid on top of what I've already paid for the first one or does the first get credited and the new one debited?  

Thanks to all, in advance!

1 minute ago, benkon said:

Same thing happened to us on our last sailing.  Modify/Cancel was disabled about a week before our credit card was charged and we received the upgrade email.  Since their policy is that you may modify/cancel up to 48 hrs. prior to sailing, it would be extremely unethical for them to take that option away from you - unless your bid had been accepted.  I'd say that with 98% confidence.  Good luck!

Correction: Two hours, not two days.  

16 hours ago, Mark_UK said:

So I probably already know the answer to this one but feel a need to discuss..!

 

We have a sailing in about 18 days and a number of people found out today/yesterday that their bids were accepted. 

 

Sadly all of my bids bar one (max bid on a JS) are as of today showing expired. The JS says pending and I can't modify/cancel it. No charges to my credit card or email. A number of others are reporting the same.

 

It seems there are only 2 JS cabins now available from about 15+ a few days ago.

 

So I guess I'm wondering if I may now be on a bit of a backup list given others have already been informed and we will be upgraded if rooms become available? 

 

Or does the fact my bid is no longer cancellable and other bids expired mean it's been accepted? Perhaps they just need to wait for the rooms vacated by others upgrading to become available??

 

Never stayed in any form of suite so would be amazing if accepted 🙂

 

Same thing happened to us on our last sailing.  Modify/Cancel was disabled about a week before our credit card was charged and we received the upgrade email.  Since their policy is that you may modify/cancel up to 48 hrs. prior to sailing, it would be extremely unethical for them to take that option away from you - unless your bid had been accepted.  I'd say that with 98% confidence.  Good luck!