We took the Celebrity Silhouette Baltic cruise on June 19th. It was the worst cruise we ever took and we will never cruise with Celebrity again. Our dissatisfaction is mainly due to the fact that most of the crew we dealt with was indifferent and did not care at all about customer satisfaction. There are many incidents I can site, but the following are the two biggest:

Be very careful if you sign up for a Celebrity shore excursion. They canceled our shore excursion, Berlin On Your Own, at the last minute. The tour was for people who just wanted free time in Berlin and consisted of a 6 hour round trip train ride with a guide on the train with suggestions how to use your time. There were only 8 people signed up, so I had no problem with the cancellation. However, I later found out there was room on the train Celebrity’s vendor chartered for their shore excursions. The public train schedules to Berlin did not mesh with Celebrity's time in port, so we simply asked to buy a ticket on a train that was not full. Both Ben in shore excursions and his manager (I forgot her name) were rude and dismissive. They told us we cannot buy tickets for the train, they cannot control what their shore excursion companies do, and just said too bad when I told them they were ruining an important part of our vacation. Either they do not understand customer service or Celebrity needs to write better contracts with their subcontractors. Celebrity also canceled another tour that had 25 people on it when the tour maximum was 35. They also canceled a tour in St. Petersburg at the last minute, so those people were stuck on the ship since you must have a visa or be on a scheduled tour to enter Russia.

The second incident occurred at the Tuscan Grille specialty restaurant. There was a pebble in my food that I almost broke my tooth on. The host, Andreas, said he would speak to the chef and never returned to our table. Perhaps he should have apologized, offered the meal for free, and asked us to stay as someone who is customer satisfaction oriented would have probably done. I walked out after about 10 minutes of waiting for him to speak with us again. He stopped me, asked if I was coming back, and told me the chef said the pebble was part of the dish. I said I would not return walked out. Then my husband found a bone in his broccoli and again Andreas said it was part of the dish. My husband ate about 4 bites of his dinner, and the waiter, who had acted like nothing happened the whole time, asked for his card so he could charge him for his meal. My husband told them they have got to be kidding and walked out. It was the worst restaurant experience we have ever had! By the way, there was a table full of Celebrity officers dining less than 3 feet from us. No one came over to see what the problem was. Read more