Has Celebrity gone down hill since the new CEO took over?

[Fixit2010]

A couple of years back, I read nothing but praise for Celebrity. However that was under the reign of the old CEO. Since changing the "big cheese", do you think the service, facilities, the hard sales etc, changes in loyalty etc, has made Celebrity better or worse?

[4774Papa]

A couple of years back, I read nothing but praise for Celebrity. However that was under the reign of the old CEO. Since changing the "big cheese", do you think the service, facilities, the hard sales etc, changes in loyalty etc, has made Celebrity better or worse?

We have been cruising X for four years and have not seen a decline. Don't know when he took over.

[C 2 C]

This thread will prove interesting. I was never a fan of Dan Hanrahan but I think change is/was inevitable.

 

The concept of modern luxury is evolving in an attempt to attract a younger demographic. Whether the team in place is going in the right direction will be reflected by the number of unsold cabins. Ticket prices seem way higher but many sailings appear sold out.

[goodycruising]

When I first started reading these boards I picked up lots of hints and tips and it seemed so much fun. Now there is so much negativity. Is it the boards, or is it the ships?

[wpgcycler]

Yes, it's an absolute shambles! acapella groups dropping like flies, not a tube of shower gel in sight, trivia contests being treated as nothing more than trivial, scurvy rampant due to the lime shortage, newfangled electronic music everywhere (and LOUD!), brunch has been lunched... WHERE WILL IT END? Well according to noted industry analysts on the cruise critic forum, IT WON'T! It seems Mr. Bayley's strategy is to create a bare bones ferry service where even burgers at the Mast Grill will be an extra charge. Escargot? EscarGONE! Celebrity indeed - Calamity is more like it!

[Redtravel]

With each new CEO there will be changes. Sometimes they are good. Sometimes they are bad. I am Elite. I have sailed on Celebrity many times. The best cruises were those on the Horizon and Zenith before Royal Caribbean acquired Celebrity. Those cruises were outstanding. service was wonderful. Prices were higher. As Celebrity became mass market with larger ships and extended cruises, they changed. My most recent cruise on the Eclipse was very nice. Booked the same cruise for 2015. Food has improved. More smiles and friendly service on the ships. Some chaos boarding and leaving. Not horrible....could be better. Most on board experiences are good. With the exception of the Infinity, I would gladly sail on any of their ships. What has changed that irritates me is the people who do not know what they are doing. This is especially happening if you have to call or contact Celebrity offices. Trying to phone or sending emails are like falling into a black hole. The people who represent Celebrity need some training in being polite. Many are rude. One lady told me that she was overwhelmed because they are shorthanded. I did not need to hear this after waiting on hold...and she could not help me. Celebrity needs to improve their website. It is not easy to use. Michael Bayley needs to pay attention to feedback. His office contacted me after I sent an email. When I called them at their request, they were clueless. Train your office staff.

[trvlcarib]

As soon as Celebrity and RCCL merged.

[kevinyork]

A new CEO needs to impress Shareholders. They do this by increasing profits. They try to do this by cutting costs or by increasing turnover (raising prices). Reading these boards it appears he is doing both.

 

Cutting things bit by bit whilst making the product more expensive is very risky and a fine balance to achieve. Reading these boards, the only added value seems to be the new suite facilities for the few that can afford a suite. It would appear the other 95% of passengers may be the ones noticing the cutbacks.

 

 

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[NLH Arizona]

Have there been changes, yes. Are there usually changes when a new CEO takes over, yes. Do I think they are bad, no.

 

When there is someone complaining about something, someone else has not encountered it or likes the change. For example, some complain about having to wait to get a drink, while others say they have no problem. Some complain about the type of music or the volume played, while others enjoy it. Some complain that they are hawking drinks (is hawking having a server ask if you want a drink, I don't think so) at the activities, others are happy to see a server, so they can get a drink now at the activities something they felt was missing. Some are saying a trio has been reduced to a duo, since performers are contracted, is it Celebrity that made the decision to reduce the trio, I would seriously doubt it. Some are complaining that there will be no trivia or other activities, when in fact they have no idea if it will be deleted from the activities onboard (just complaining about something they think might happen). Some want a string quartet, while others don't.

 

I personally think that a lot of the items that posters are saying are cuts, are in fact changes, changes that they don't like.

 

What I do find pretty interesting, is that ever since the change in the Captain's Club, some have found just about everything wrong with Celebrity. Makes me kind of wonder.

[4774Papa]

Sorry, but cc has had so many threads with this same old moaning. No problem with venting you opinion, that is what cc is for, but it gets to beating the dead horse.

[villauk]

With each new CEO there will be changes. Sometimes they are good. Sometimes they are bad. I am Elite. I have sailed on Celebrity many times. The best cruises were those on the Horizon and Zenith before Royal Caribbean acquired Celebrity. Those cruises were outstanding. service was wonderful. Prices were higher. As Celebrity became mass market with larger ships and extended cruises, they changed. My most recent cruise on the Eclipse was very nice. Booked the same cruise for 2015. Food has improved. More smiles and friendly service on the ships. Some chaos boarding and leaving. Not horrible....could be better. Most on board experiences are good. With the exception of the Infinity, I would gladly sail on any of their ships. What has changed that irritates me is the people who do not know what they are doing. This is especially happening if you have to call or contact Celebrity offices. Trying to phone or sending emails are like falling into a black hole. The people who represent Celebrity need some training in being polite. Many are rude. One lady told me that she was overwhelmed because they are shorthanded. I did not need to hear this after waiting on hold...and she could not help me. Celebrity needs to improve their website. It is not easy to use. Michael Bayley needs to pay attention to feedback. His office contacted me after I sent an email. When I called them at their request, they were clueless. Train your office staff.

 

What's wrong with Infinity :confused:?

[jkgourmet]

What's wrong with Infinity :confused:?

 

Best question/comment in this entire thread.

 

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[liverpoollad]

Have there been changes, yes. Are there usually changes when a new CEO takes over, yes. Do I think they are bad, no.

 

This says it all perfectly.

[liverpoollad]

[quote=NLH Arizona;42339363

 

I personally think that a lot of the items that posters are saying are cuts, are in fact changes, changes that they don't like.

 

Sorry, this says it all perfectly.

[cashmeremypuppydog]

Cruised on the Eclipse during winter 2013: OUTSTANDING Just came back cruising on Equinox. Here our point of view:

1-) After a few minutes being onboard, we felt something was slightly different but couldn't say what exactly. Maybe it was only the "wow" of the first cruising with Celebrity, the ship being exactly the same so no "wow" moment ... but it was nothing to be disappointed about.

2-) In our inside room: no ice bucket/ice (we had to request one and were told in order to have one you NOW have to ask for one). However, after asking, the ice bucket was filled every morning and evening.

3-) Food was excellent, no difference

4-) The entertainment level came in waves (at the Theater). On the Eclipse, it was always top notch. The comedian and The Tenors of Rock were outstanding on the Equinox. The ship dancers and singers were just okay and performed repeatedly.

5-) Zumba was entertaining and brought loud music but we are not dead yet so we enjoyed that for an hour or so...

6-) Their OBC for future cruise are not as generous as last year. The marketing thoughts with the 123 offer is genial. You think you are getting a free lunch BUT you are not! The prices between inside room and ocean view are way too much... If you are not aware of the 123 offer, it applies for booking an ocean view or higher. I do believe if Celebrity has sales in the future, it will apply to only inside room.

7-) The employees were OUTSTANDING just like on the Eclipse.

8-) We do believe that the cost of Celebrity cruises went up over the last year.

9-) Even though we love Celebrity, we always select our cruises with the itinerary. HAL has more choices so we are "obliged" to cruise with them this October as Celebrity doesn't have 24 day Mediterranean/Greek cruise. We were told to consider BTB but still they can not compete with HAL itineraries... Same thing with Asia 2015... We will be cruising with HAL. But if the itineraries would be the same, we would purchase Celebrity cruises over HAL.

Hope our comments can assist you.

[TLCOhio]

A couple of years back, I read nothing but praise for Celebrity. However that was under the reign of the old CEO. Since changing the "big cheese", do you think the service, facilities, the hard sales etc, changes in loyalty etc, has made Celebrity better or worse?

 

As noted in the live/blog below, we got off of the Solstice in February. No big "problems". All worked out reasonably well. Did we see things to improve, fine-tune, etc.? Sure. But, overall things worked fine for us and the six other couples in our travel group from Central Ohio. We had previously done the Solstice for the Med in June 2011. One of the couples with us has done Celebrity five times prior. Maybe there has been a little "tightening", but nothing major that caused us any serious issues or challenges. Check out these postings for more info/background on this nice ship, its entertainment, food options, etc.

 

THANKS! Enjoy! Terry in Ohio

 

 

Just back from doing a 14-day Celebrity Solstice, Jan. 20-Feb. 3, 2014, Sydney to Auckland adventure on this ship and getting a big sampling for the wonders of "down under” before and after this cruise. Go to:

http://boards.cruisecritic.com/showthread.php?t=1974139

for much more information and lots of wonderful pictures on these amazing sights in this great part of the world. Now at 49,984 views for this fun posting.

[PinotBlanc]

A couple of years back, I read nothing but praise for Celebrity. However that was under the reign of the old CEO. Since changing the "big cheese", do you think the service, facilities, the hard sales etc, changes in loyalty etc, has made Celebrity better or worse?

 

I think Celebrity is worse.

Here are some examples for what's needed:

(1) Private Function management (signs need times the venue is blocked)

(2) No-Smoking policy should extend to the Sunset Bar on M-Class ships and smokers need less space on pool deck as the smoke catches a breeze and spreads through the area and into the Solarium.

(3) Extra crew should be on hand in the buffet to help with beverages and other tasks. A push cart should have not only coffee but also cups.

(4) Add extra monitors for moving towels, books, etc. left on lounges in pool area after 1/2 hours. Enforce the rules.

(5) Add waiters to the MDR and offer beverage refills as the glasses are emptied.

(6) Bring a combo aboard to entertain by the pool and in the foyer. Loud music is not a substitute for entertainment, it's nothing but loud music.

(7) Have prompt service for problems in cabins whether drains, bedding, pillows, water, ice, electrical problems, whatever.

(8) Stop it with the mini martinis and low-standard wines in small glasses for Vouchers used by Elite CC'ers.

(9) Stop organizing all tours in the theater then processing them to the stage, to a seat, to wait, and then follow a sign through the ship. Start tours on time or explain why it's late.

 

(10) Ask Sue Denning to step up to retrain and oversee All Executive Management. Bayley may know how to run a company but Sue Denning knows how to manage the good times that bring passengers back.

 

Penny

Edited April 6, 2014 by PinotBlanc

[Fixit2010]

I realise that change happens but it needs to be the right change.

 

Cutting staff and the extra touches that separates Celebrity from other cruise lines is what makes Celebrity stand out a little more.

 

Pleasing shareholders is just part of the current "greed culture" where businesses are not happy with just making a profit, they have to make a bigger profit each year.

 

Businesses are here to service the needs of their customers before they pander to the board and share holders.

 

Lose your client base and the business will suffer. You can not, in today's climate afford to lose custom to competitors, that is where the focus should be. Keep your loyal customers and bring in new ones. There are people that sail time and time again with the same line, simply because of the standard they receive. They are the people to look after, not turning your back and going after fresh revenue.

 

In my humble opinion Dan Hanrahan had the right idea, I do not like what Mike Riley has done to the line. (Mike feel free to chip in here).

 

I only hope that there are not many more cuts that turn Celebrity in to another "Ryanair"

[Cruising89143]

Who is Mike Riley?

[CruisinGirl777]

When I first started reading these boards I picked up lots of hints and tips and it seemed so much fun. Now there is so much negativity. Is it the boards, or is it the ships?

 

We were talking about this same thing over the weekend. The Celebrity boards used to be so positive and informative. Now it is all complaining and moaning. We hope to sail later this summer, so we can see for ourselves. But based on the boards I would say that the changes I am hearing about are NOT good and making us consider other lines. From Michael Bayley's first announcement as CEO of Celebrity, I knew that we were in trouble. :cool:

[Cruise Raider]

So, am thinking back to my first cruise on Celebrity -- back in Sept 2000.

 

I did a 14 night Panama Canal trip on this cruise on the Mercury, inside cabin. We went with my BIL & SIL, also in a midship inside cabin. We got was what we thought at the time was a pretty good deal at $1500 pp. with all taxes included. We knew Celebrity was something special from that moment on.

We loved the food, the waiters, our room steward, the entertainment, the staff as a whole, etc. We loved the whole concept of cruising on this line. We could figure our shipboard account would be approx. $100 per day including alcoholic beverages and excursions.

While the excursions have increased in price, as have the taxes for the passage through the Canal since the US relinquishing its control, the price of the cruises have thus not increased.

Overall, the food is still great, if not better, the staff is still amongst the best at sea, the accommodations are nicer as are the public areas on the ship, the entertainment is great, etc. All this, these things that made me love cruising, are now better than before .... without a huge price increase. Maybe the gratuities have increased, as have the shore excursions, but I get that. The casinos still give back as much as they used to and the entertainment options might even be more numerous than before.

Now, along with the beverage package option (free gratuities or OBC if you don't drink), I think I am getting a cheaper vacation along with nicer accommodations than I previously did. I am a big fan of Celebrity and haven't really seen a decline in their service -- even though I have had extended wait times on the phone. I even get that, though. More people are calling in but the service when they answer has still been fantastic to me.

With that being said, we recently sailed on the Century and think they are leaving that ship in desperate need of maintenance, which doesn't seem like it may happen due to the fact they sold the ship. I cannot judge the entire line on that one ship as we still had a very enjoyable cruise, thanks to the Zaca Mesa winery package, as well as such a fantastic staff, great entertainment, great dining, etc. ....such great service pretty much all the way around. And....a less expensive option than when I first started cruising back in 1983, or my first Celebrity cruise in 2000, considering these were both inside cabins and this latest one was in a concierge balcony cabin. Still the best bang for my vacation buck if you ask me.

[Cruising89143]

We were talking about this same thing over the weekend. The Celebrity boards used to be so positive and informative. Now it is all complaining and moaning. We hope to sail later this summer, so we can see for ourselves. But based on the boards I would say that the changes I am hearing about are NOT good and making us consider other lines. From Michael Bayley's first announcement as CEO of Celebrity, I knew that we were in trouble. :cool:

 

I highly suggest that you experience X for yourself. As I stated in another post if I had listen to the moaning and groaning of the posters of this board I would have never booked a cruise on X. I am glad that I tried it for myself. We now have three more booked after two great cruises on X.

 

Also I have not found the complaining attitudes on board Celebrity that prevails on this board for which I am very thankful for.:)

[neeko]

I still love Celebrity and have not seen any drastic changes on the cruise ships themselves. On land services like the call centre and the web site are useless to say the least and that is where I see the changes with the CEO. In Canada you cannot navigate the celebrity web site and when you call the toll free number you are told that there is no problem with the site. According to them all issues have been resolved. That is after being on hold for 40 minutes. Are you listening Celebrity....its been over a year since your site worked properly..

[mgfraser]

My wife and I are new to cruising, we have done two with Oceania, one with Celebrity, and one with Crystal this past year. We enjoyed them all, but the best value (by far) was on the Eclipse last year on it's trip from Miami to Southampton. We were able to afford a Sky Suite, because the prices were so low. We spent most of our time outside in the OceanView Bar. The service was wonderful! We got to know some of the waiters, life was good.

 

We are doing a 2nd cruise with Celebrity on the Solstice from Honolulu to Vancouver later this month and we will try a European cruise with Seabourn in June.

 

We will come back to Celebrity for more!

 

Malcolm

[dkjretired]

As soon as Celebrity and RCCL merged.

 

Haven't heard that one since the turn of the Century....