The pre-cruise hotel needs to be looked at. We arrived in Auckland late, the reservation the hotel had was for two nights (we only had it for one) and luckily, we had the paperwork to prove it. I asked at the desk where the Celebrity Representative desk would be in the morning because we had a transfer to the ship. All I got was a blank stare and was told to ask the Concierge in the morning. I went to the Concierge and she was oblivious as well. My wife strolled the lobby looking for someone and finally found a Celebrity Rep. who told us we were on her list and to wait in the lobby for her. We would be leaving in 30 minutes but she had no idea where the bus would pick us up! After 20 minutes, my wife sent me out to search for her and she was boarding people to go to the ship! Thankfully, we travel enough to know that something was amiss!

We had sent 2 bags with Luggage Free to the ship ahead of time because Celebrity said they had an agreement with them. We've used Luggage Free in the past and have had no issues with them. We had another communication problem with Excursions and Guest Services! One evidently does not know what the other is doing! They had no idea what we were talking about. So much for having an agreement with Luggage Free! We had booked a post-cruise excursion. There was a problem to begin with with that piece as well. The bus we'd be on for the excursion was not going to drop us off at the hotel that Celebrity had booked us in for overnight. So we would go on the excursion, be dropped off at the wrong hotel and have to take a cab to our hotel! We were concerned we would miss the excursion bus because we had to find the luggage people. Celebrity wanted to tag our luggage with two different colored tags which didn't make any sense to us either. They weren't sure if the luggage we were keeping was going to be on the bus with us or Celebrity was going to take it to the hotel (the wrong hotel for us!). That made no sense to us! ALL of the bags had to be retrieved by us and we had to go through customs before the two bags we were sending back to the states would be picked up anyway. We spent 2 hours trying to get Celebrity to get us off the ship early to retrieve the bags, go through customs, find the luggage company and get on the tour bus for our post-cruise excursion. Finally, we just cancelled the excursion. We also had really poor internet. They are selling packages to cruisers, knowing that they can't provide the service. The band width is inadequate and the provider is in the U.S. The farther away you go from the U.S., the poorer the service. I paid $300 for unlimited service so I could do some work from the ship and that was a joke. I spoke to the IT Manager. That was a joke. He offered me more time! More time to do what???? Internet??? Haha. The line in the Internet Room was always a mile long with people who were disgusted with the service and they had one poor fellow who was doing his best, but please, that many people and only two guys working there and not at the same time! Give me a break. COMMUNICATION across the board needs to be addressed. From Guest Relations, to the Excursion people (oh, and one of our excursions was cancelled and we were given a voucher for a tour in Sydney that when we went to Captain Cook Excursions they would not honor because no where on the voucher did it say it was from Celebrity. When I brought it back to Excursions and told them what happened the comment I received was, Oh. Well thank you for letting me know! The pre-cruise hotel should have had some communication with the ship. They acted like they had no idea about a Celebrity Rep. coming to the hotel to pick up passengers. INTERNET. It is a fact of life these days that people like to be connected no matter where they are. You should not be selling internet packages for time online if you cannot provide good service PERIOD. We travel about 6 months a year and this was, by far, the most ridiculous situation we've ever encountered. No matter who we talked to we always got different answers. Celebrity needs to train their people so that one hand knows what the other is doing. I don't understand why the people who work in Guest Relations and Excursions cannot pull up the same reservation. We have 2 more cruises booked with them, one to the Galapagos and one around the British Isles with some friends, but honestly if we weren't committed to going with friends, we would cancel both of them.