Traveled with the Elks group aboard the Celebrity Summit in a balcony room in concierge class (Jan 26 - Feb 2, 2013). The cruise started off rough from a a quality and service perspective and never recovered.
The ship supposedly was overhauled recently yet it looked like it wasn't well care for. Stained carpets and leaking ceilings throughout the ship. Stateroom had damaged trim, ripped linens, cracked shower floor, and mirrors that were losing their polish around the edges. Balcony railings looked like they needed to be refinished. Food serving areas had several machines out of order.
Several members of our party had purchased premium drink packages prior to the cruise. Upon boarding they were told they only bought the basic package and would need to pay again to upgrade. Staff told guests that "there was nothing they could do to help, that they'd have to take it up with Celebrity Corporate after the cruise". Ship "ran out" of light beers first day of the cruise requiring guests to purchase more expensive drinks.
Several people in our party ran into issues with their ship cards and bar staff made scene in front of other guests that we would need to pay with cash. Ship officers said they would investigate then we'd later get a vmail message that said "We are sorry to hear you had a problem with your cruise experience, we have investigated the issue and hope your issue is now resolved." with no actual solution or further discussion of the problem. In-room breakfast orders were consistently wrong (hard boiled eggs instead of poached, 1 slice of bacon instead of 1 order of bacon, etc...). Room staff barged into room to grab plates when the wife was changing, wouldn't wait for her to finish. Had to ask several times for extra pillows. We never saw our Concierge the entire cruise. All non-dining room or specialty restaurant food service stopped at 7:00 PM. Internet service is charged by the minute, but the service is so slow that you use most of that time up waiting for pages to load. Should be charged by actual data used, just like cell phone plans.
What was good:
Q'sine, one of two specialty restaurants (Normandy (French food) is the other) was excellent serving a variety of small plate courses. The staff service there is what we expected in all other parts of the ship. The Caribbean islands.