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

[FortyNinerLiz]

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!

 

Another cruiser had the right idea!

"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."

We have two cruises coming up this year and we just finished one in New Zealand. We try to avoid the MDR because of all of the cutbacks. So sad!

[Phxazzcruisers]

As stated over and over, there will always be changes, in Cruising, in flying, in vacations, in everyday life. We have not felt that the changes made under Mr. Bayley's reign have been bad. Yes, there have been some cuts made, but all in all, as can be seen form our signature line Celebrity is our cruise line of choice. They have never disappointed us, ever, on any of our cruises and we find great value given for what we pay. We do, pay top dollar, as we book Royal Suite or Penthouse, so our expectations are high, and again, we have never been disappointed.

[floridacruisers]

Celebrity HAD to merge with RCCL or it wouldn't have survived. I was told this when we were on the Century in 1998. Costs were killing Celebrity back then and they (Chandris) were thinking of shutting it down. It is true it's not like it was back then. Our first trip was the Zenith in April, 1992 and it was unreal. I still enjoy Celebrity, but if cuts keep coming I will look elsewhere.

 

However, I can not imagine trying to get a hold of food costs these days even with bulk purchases. Going to our local grocery store now is a heart stopper. Fuel is no fun either! All this and turn a profit too.

[Karynanne]

Were the "good ole days" better? I don't think so.

 

We have been cruising with Celebrity since 1999. It has been our only line of choice. We've seen lots of changes throughout that period. Some good...some not so good. But we realize that the only thing in life that is constant...is change.

 

We feel that the food is actually much better now. Smaller and healthier portions. Beautiful presentation, and a great variety of special restaurants. We enjoy the Oceanview Buffet on the S-Class far more than on the M-Class ships. We like the individual stations, that offer a specific grouping of foods, rather than walking through a long line of "cafeteria style" buffet lines. We too enjoyed the Acapella singing groups, but not having them now isn't a deal breaker for us.

 

But the ONE thing that will keep us with this line, is the level of professional staff and crew. They genuinely enjoy their work and enjoy the passengers. And that's a huge plus for Celebrity.

 

So if some of you are annoyed with the new changes...find another line that suits your needs. There are lots of choices in the industry.

[ECCruise]

So if some of you are annoyed with the new changes...find another line that suits your needs. There are lots of choices in the industry.

 

Unfortunately, that is the attitude that allows any business to do what they want. If you don't like it, LEAVE.

 

Being in business for myself for many years, that is the attitude that will eventually bite you and bite you hard. There simply is not an inexhaustible source of customers, especially customers with money to burn.

[NLH Arizona]

Another cruiser had the right idea!

"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."

We have two cruises coming up this year and we just finished one in New Zealand. We try to avoid the MDR because of all of the cutbacks. So sad!

But if Sue Denning keeps things the way they were in the past, only those that want things the way they were will be happy. Celebrity needs to update their entertainment, activities, etc.

[cle-guy]

But if Sue Denning keeps things the way they were in the past, only those that want things the way they were will be happy. Celebrity needs to update their entertainment, activities, etc.

 

Not sure if you have cruised with Sue, I did last spring on my TA to the UK, and she really was an amazing member of the crew. She was able to bob, weave and roll with the flow and punches somehow managing to keep an entire ship entertained and happy for 13 nights cross in the atlantic.

 

She definitely could help with staff training.

 

I do think it's possible staff service levels have declined in recent years with the addition of so much capacity (new S class ships) that may have canabilized cohesive staffing, and I'm willing to give some more time to get all staff up to par. However I will also say, the time is running out to get everyone up to speed....

 

I do believe staff training is an area that X needs to look to enhance. I also think CONSISTENCY is an area they are weak in. I like Marriott's because although all properties have a different look and feel and vibe, they have a core set of standards all across the brand. Consistency does not mean a complete copy of another ship. An example, the cellular service isn't standard across the brand, The bridge view channel isn't standard across the brand, the map channel on the TV isn't standard. The use of the red carpets and VIP lines isn't even standard and always there yet. Even ice buckets in or out of cabins isn't standardized based on reading the forums.

 

Dissemination of corporate polices and view seem to never make it out to staff in a timely fashion. Prime example, on Reflection all staff give a different exude and troubleshooting advice for why an iPhone on AT&T contract won't get on the cellular service they have. End of day, ship should alert ALL staff the iPhone has an issue with the service on the ship, and its different than the service on all the other ships and give them all legitimate speaking points on the matter. But most only know this via cruise critic postings.

 

Another example, the demise of Century, the worst kept secret on the planet, seemed only kept from actual staff members. I mean their sister company under the RCII umbrella put out a PRESS RELEASE saying they were getting the ship last fall (maybe summer?), yet onboard booking staff, kept insisting the ship was just relocating to Venice since the port wasn't allowing larger ships anymore. The press release by a publicly traded company means it is going to happen....unless they retract it later, otherwise, they would be accused of manipulating their stock prices with bogus press releases.

Edited April 6, 2014 by cle-guy

[NLH Arizona]

Not sure if you have cruised with Sue, I did last spring on my TA to the UK, and she really was an amazing member of the crew. She was able to bob, weave and roll with the flow and punches somehow managing to keep an entire ship entertained and happy for 13 nights cross in the atlantic.

 

She definitely could help with staff training.

 

I do think it's possible staff service levels have declined in recent years with the addition of so much capacity (new S class ships) that may have canabilized cohesive stating, and I'm willing to give some more time to get all staff up to par.

 

I do believe staff training is an area that X needs to look to enhance. I also think CONSISTENCY is an area they are weak in. I like Marriott's because although all properties have a different look and feel and vibe, they have a core set of standards all across the brand. Consistency does not mean a complete copy of another ship. An example, the cellular service isn't standard across the brand, The bridge view channel isn't standard across the brand, the map channel on the TV isn't standard. The use of the red carpets and VIP lines isn't even standard and always there yet.

 

Dissemination of corporate polices and view seem to never make it out to staff in a timely fashion. Prime example, on Reflection all staff give a different exude and troubleshooting advice for why an iPhone on AT&T contract won't get on the cellular service they have. End of day, ship should alert ALL staff the iPhone has an issue with the service on the ship, and its different than the service on all the other ships and give them all legitimate speaking points on the matter. But most only know this via cruise critic postings.

I cruised with her on one of my cruises and to be honest, I didn't see any difference from the other cruises I've been on with regard to the activities, etc.

 

For many to keep cruising there needs to be some more updated, newer activities; the same old, same old gets really old.

 

Yes, training can always be approved upon and that is in every department.

 

As far as information getting out to the staff. Is it a problem with corporate getting it to the ships or the ships getting it to their staff?

[stanjj111]

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!

 

was on two "x" cruises recently. in dec the constellation was fine. just returned from South America on the infinity and it left much to be desired. Food just okay. room had odor of sewage. got so bad on rough day that had to be wheeled to another room (glad they had one) and was sick for two days. Noro on board. door to pool closed on us two times. had an infant in hot tube and the pool was not closed even for a short time until it could be checked out.

I need the email address for the new president if anyone has it.

[shipshape sam]

We have seen lots of cuts/deletions in what was provided by Celebrity and Royal Caribbean (the 2 lines we sail the most).

 

We have seen a good number of changes and additions too. They have numerous goals that they are trying to achieve at the same time: there is constant pressure to reduce costs or at least contain costs. Here is where we have seen the most number of changes.

 

Someone mention the ice bucket in cabins. We ask for one on each sailing as we purchase the in cabin liquor package, but how many people do not (either because they do not use them or even know to ask) But, assuming half the cabins do not want/ask for/need an ice bucket and thus the once or twice a day restocking saves a lot of time for our room stewards. Potentially enough that they can eliminate maybe 1/2 a room steward on each deck? Just guessing here, but that is what I would expect them to be looking at. Then look for more things to cut and you could reduce head count again.

 

I don't like Celebrity and Royal Caribbean to be cheap and bare bones, but when amenities are not used by most guests, it makes sense to consider making them optional vs continuing to do the same thing over and over with no perceived benefit by the customer.

[ReneeFLL]

Another cruiser had the right idea!

"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."

We have two cruises coming up this year and we just finished one in New Zealand. We try to avoid the MDR because of all of the cutbacks. So sad!

Completely agree. Sue is the best.

[shipshape sam]

We always enjoyed Alan King before he departed.

[pbrady]

After 24 cruises with Celebrity, we have seen a real change (in our mind decline) since Michael Bailey took over. The food in the buffet is much worse and usually very dried out. The entertainment is worse - on our last 14 day, we never made it through even 1/2 a show. The bar service is terrible. The bar near guest relations (Eclipse), during open hours, had no one there sometimes and people waiting all around the bar for service. The Casino bar was impossible to get service. We had the beverage package & tipped each server/bar tender $10 the 1st time but it made no difference. They cut the nachos & corn dogs from the Mast Grill (Popular with the younger crowd). And, my biggest disappointment, is the way he is going overboard for the Suites. After 24 cruises in a balcony, many 2 weeks, I would think we'd be valued as customers. I guess he doesn't care about loyalty - just cash as the moment.

Princess now has the same no-smoking policy as Celebrity & do value their non-suite customers so our next 3 cruises are with Princess. We first picked Celebrity because of the smoking on other lines.

I agree that Mr. Bailey only trying to appeal to a younger crowd & the suite passengers will lose Celebrity a lot of business.

[jgreenwo17]

Excellent post. Succinct and to the point. The company I work for needs to read your post. (and a lot of others)

 

Profits come if you just treat the customer right.

 

I'm an X newbie. I hope I'm not late to the party.

[deliver42]

Does anyone know where he came from and what his qualifications are to run a cruise line? Especially one that's supposed to be upscale from RCCI.

[curiouscat]

Does anyone know where he came from and what his qualifications are to run a cruise line? Especially one that's supposed to be upscale from RCCI.

 

Seriously:confused: that was rude.. read his bio and then ask that again!

 

http://investing.businessweek.com/research/stocks/people/person.asp?personId=8424260&ticker=RCL

 

CC

[caliber35]

Since no one has mentioned it, I am very happy with the many changes and enhancements that have been made to the Captain's Club program. For Elite members, nothing has been taken away, and many new benefits have been added, such as free internet and complimentary cocktails most evenings. Now that I am Elite Plus, my internet minutes have doubled to three hours and I am really enjoying my free Specialty Coffees. I also feel that the food in the MDR has taken a remarkable turn for the better in the past year, and discounts on Specialty dining are readily available for the asking. Overall, I am more pleased than ever with my Celebrity cruises, and Yes, I have been sailing with them since the year 2000 and have sailed on every ship in their fleet, from the Horizon on.

[jagoffee]

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 do believe that many of the changes are positive, but I can understand why the changes are not for everyone. For me Celebrity is better than it was. I do sometimes cruise on other cruise lines, but the overall Celebrity value is hard to beat based on my criteria. Celebrity does not always offer the ports that I want particularly cruises to the South Pacific. The Solstice class ships are my favorite ships by a wide margin.

 

IMO the increase of negative posts is expected with changes especially when something changes that one values. You should have seen all the negative comments concerning Princess's new Royal Princess. Many of the same comments were made when the Solstice Class was first introduced at Celebrity. The Solstice Class has been a winner for Celebrity as will the Royal Princess class on Princess. Many negative comments are made even before they are actually experienced.

[NLH Arizona]

And, my biggest disappointment, is the way he is going overboard for the Suites.

 

Princess now has the same no-smoking policy as Celebrity & do value their non-suite customers so our next 3 cruises are with Princess.

You might want to reconsider Princess, as they go overboard for the suite guests as well. Here are a few of their amenities:

 

• Priority embarkation and disembarkation at tender ports as well as private lounge at the conclusion of the cruise
  
• Priority onboard shore excursion reservations
  
• Complimentary laundry and professional cleaning and shoe polishing services
  
• Private portrait sitting with onboard photographer
  
• Dedicated priority line at the Passenger Services Desk
  
• Use of the Lotus Spa Thermal Suite
  
• Priority reservations for the Chef's Table, the Ultimate Ship Tour and Princess Cays Bungalow
  
• Exclusive Suite Breakfast served in Sabatini's with a complimentary Good Morning Mimosa each morning
  
• Exclusive Elite Lounge with complimentary hors d'oeuvres
  
• Extended room service menu with full breakfast, lunch and dinner offerings
  
• Nightly delivery of deluxe canapes
  
• Afternoon Tea service in suite
  
• Complimentary cover charge for one of the specialty restaurants on embarkation evening
  
• Chef's Welcome Goodies on embarkation day
  
• Complimentary flower corsage and boutonniere for your first formal night
  
• Enhanced turndown service with six decadent chocolate dipped strawberries or wrapped chocolates presented on a silver tray
  

[Jayneykul]

We have only cruised with Celebrity twice and have another booked for next month. We so enjoyed our last 2 cruises. We are hoping to become Elite members. We made the huge mistake of a cruise with MSC now if you want to see a truly bad product experience them you will never complain about Celebrity again!

[Lastdance]

What is all this suite talk? Not everyone can afford a suite, nor do some cruise in one even if they can. Celebrity wants to entice the suite situation for their profits, because that is what it is all about. Money talks! I don't see the need for all of that fluff, but you can't take it with you. Celebrity has created another class onboard, separate from others to entice bigger spenders; however, we still all sail on the same ship. IMHO, our society has been that way for years. I was brought up to do things for myself, so it is difficult for me, personally, to buy in to all of that. My DH doesn't like or want that kind of attention attention. I could care less if others enjoy it, because it is their prerogative, along with their $$$. I still have the wait and see attitude and hope the changes are not too drastic for my own personal view. Bottom Line: My DH and I cruise to enjoy all of the educational experiences around the world. The ship is a place to eat, sleep and meet new friends. :cool:;) We still enjoy the S class ships!

Edited April 6, 2014 by Lastdance

[cle-guy]

And, my biggest disappointment, is the way he is going overboard for the Suites.

 

Curious, what has been taken from the general cruisers by way of enhancing the Suite Perks program? Sure Michael's is gone, but it's always dead anyway and always used for special events (based on the postings in these threads) and not always open to regular guests 24/7 anyway - and the beers are moving so people still have access to the beer that was there, just on a more regular basis now.

 

Add the new special dining room will move bodies from other dining venues, so that's not going to hurt any other cruisers, and in fact may alleviate some of the stress at BLU giving suite passengers alternate venues leaving BLU guests to the private BLU dining room. Win Win....

 

Seems they have enhanced the suite experience, bringing them closer (but not quite there yet) to par with Princess, NCL and RCI finally.

[If only]

We are just off the Eclipse & had a fantastic cruise & we were not in a suite.

The crew were all happy & attentive.

[ghstudio]

Add the new special dining room will move bodies from other dining venues, so that's not going to hurt any other cruisers, and in fact may alleviate some of the stress at BLU giving suite passengers alternate venues leaving BLU guests to the private BLU dining room. Win Win....

 

Huh? They are taking some space from the main dining room/select dining area for a small group of passengers, but it will effect everyone else due to the removal of tables. Not sure how this new area effects blu at all...Suite guests were only permitted on a space available basis...so it should actually have zero effect on blu, either way. Breakfast in Blu was never a problem.

 

I agree that there should be little impact, but let's not put blu in that mix...it's uneffected.

[gskimmel]

Huh? They are taking some space from the main dining room/select dining area for a small group of passengers, but it will effect everyone else due to the removal of tables.

 

 

Not really. Suite guests were already in the MDR. So the tables suite guests were using will still be used but just in a different part of the MDR.