This was our 3rd experience with Celebrity. Our first 2 were excellent.
Our connection from the San Diego airport to Celebrity's SD terminal was quick. It went downhill from there. The terminal was chaotic and dirty. We finally boarded a bus to Ensenada at around 4PM.
The bus proceeded to the border, where we were delayed about 1 hour by Mexican border security (not too bad, others were much worse). As night fell, the passengers enjoyed the darkness, as there was no light in the restroom. ( I leave this to your imagination). We reached the dock at 8 PM.
Incredibly, we sat on the dock, waiting to board, until 9:05. After 5 hours, I thought it was reasonable to get an explanation from an officer. I was told that no officer was available, but someone from Guest Relations would contact me. We finally made it to our cabin at 9:20, just in time for the mandatory safety muster. We informed the officer at the muster station that there were still hundreds on guests on the dock, waiting to board. We also mentioned that we hadn't eaten since early that morning. We were told that the Captain had ordered the restaurant to stay open until 10:30 PM.
After the safety meeting, we tried to get to a restaurant, only to find that only part of the buffet was open. We also had the pleasure of walking up from Deck 4 to Deck 10, because the elevators were being used for luggage.
The next day, when I received no call from Guest Relations, a I decided to pay them a visit. Their response was that they had received similar complaints from many passengers (surprise!), that they were very sorry, and that 'corporate' had been notified. My reply was that this was disgraceful and unacceptable, which prompted another 'sorry'.
(As a postscript to this, we followed up in writing in the ship's survey. Finally, after no callback we called corporate to repeat our complaint. This generated another 'sorry').
Here is my (hopefully) objective review of the balance of the cruise:
Cabin - small, but modern and clean
Housekeeping - excellent
General ship condition - good to very good
Entertainment - very good to excellent
Dining - In general, not as good as prior Celebrity cruises.
- Buffet - good
- Metropolitan - quality good, presentation fair, deserts poor
- Qzine - very good
- Excursions - pricey but very good
To summarize, under no circumstances should you consider embarking in Ensenada.
Celebrity quality and service, on which the company prides itself, has slid significantly.