My partner and I cruised on the Celebrity Summit this past November and stayed in a Royal Suite. We had a very bad experience. We are frequent cruisers and generally stay in a suite category room. This was our first cruise with Celebrity.
On arrival we noticed the room was poorly maintained. The front door latch was loose missing a screw and had to be fixed by the Butler. Then there were broken closet doors and drawers. Our butler did his best to fix them but he is not a contractor. There was also a broken mirror and missing glass shelves in the bathroom. And when we asked for coat hangers we were told there was none on the Summit except wired hangers. No wood coat hangers for a suite guest on a premium cruise line? We were very shocked. Even on Royal Caribbean we've not encountered this problem.
Then there was the issue with the wireless internet. The speed was the slowest we have ever experienced on a cruise ship. Even though we had internet packages we kept getting billed daily. We had to take our computers to be looked at by the iLounge staff who did credit us for the erroneous charges. However it was really annoying to have to dispute these charges daily with iLounge and Guest Relations staff.
Now on our dining experience at Blu. When we arrived at the restaurant all the servers appeared very frazzled. We waited for at least 10 minutes before the first server came to the table stating he could only take our appetizer order. Then a second and third waiter came and took our order. We ordered ice tea at the beginning of the meal, however it only came after we had asked repeatedly and after we have already finished the first course. At the end of the meal we were surprised by the additional gratuity charges as we were never informed about this before dining. This would have been fine if the service was good which it was not. After the meal we spoke to the Maitre D' to bring all this to his attention. Instead of apologizing all he did was making excuses and made us feel like he was doing us a favor by fitting us into the restaurant's busy schedule. We then called Guest Relations on the ship to make a complaint. All we got was a call from Blu's Maitre D' inviting us back, which frankly was inadequate. By then we simply did not feel like going back to Blu.
Last night of the cruise we dined at Qsine. Things started off smoothly until our waiter knocked over a bucket of water and ice which went down my partner's pants and shoe. The waiter apologized but did not offer us any other method of compensation.
After the cruise we called Celebrity and complained. All they offered was insignificant onboard credit if we were to sail with them again. Absolutely inadequate.
In summary, this was the worst cruise experience we've ever had. We'll never cruise with Celebrity again and would discourage everyone from cruising with them. We're looking forward to our cruises on Oceania and Silversea later this year to erase the bad memories from this terrible experience.