We opted to go on Edge because we wanted to experience the new concept. It was a little disappointing to say the least. First, we'll start with the very few pluses, check in at the port was extremely easy and much smoother than ... Read More
We opted to go on Edge because we wanted to experience the new concept. It was a little disappointing to say the least. First, we'll start with the very few pluses, check in at the port was extremely easy and much smoother than ever before. Having to retrieve your room keys from your room is a very welcome change! Being able to leave your items in your stateroom again is a huge convenience! Hooray, for those changes. We're hoping the next cruise in April is the same? Our stateroom room attendant, Bernadeth, room #12114 (Concierge class) was amazing from the second we met her. She could not be more efficient and accommodating. Our room was cleaned and looked perfect every day when we returned from breakfast! We never had to wait! She truly was the best we've had in all of our cruises! Leaving the ship was also very smooth especially not having to stand in customs lines. We didn't take advantage of being able to stay on board and we did have a later flight but that too is a great new addition! We had one server, Roger, who was in Normandie Restaurant which we weren't able to enjoy until January 3, 2020! He was excellent, very friendly and accommodating! The gangway when exiting in port is a huge improvement! It's so welcoming!
That's about it for the pluses! The disappointments are quite a few, however, we'll touch on only the ones that "really" disappointed us!
The infinite stateroom, which is a huge upcharge, is disappointing! We understand the concept, however, it's not like having a veranda/balcony! It's more like a room with a huge window and when you close the doors it's very, very cramped! We did like the "charging stations" and the fact that you can use the hair dryer in bathroom. The new beds were pretty comfortable and the amenities were nice that they were big bottles. I always brought shampoo and conditioner because those little bottles were always an inconvenience.
The dining situation needs to be explained a little better to first time cruisers on these class ships! We called prior to boarding but no one could really explain what the whole new dining experience was all about! We went to the woman we were told to see, Paola, to see if she could help us out. We were traveling with friends, another couple, so it was just 4 of us and not a large group. She also didn't explain things in any kind of clear manner. She informed us that we had to make a reservation in whatever dining room we chose to eat in on those particular evenings. Well, obviously, every time we tried they had nothing available so by the second day she told us to just go at 8:30 and we should have no problem getting in. Eventually, that's what we did having to wait sometimes 15-20 minutes to be seated in a near empty restaurant? The menu in those now "Specialty Main Dining Rooms is underwhelming at best! The items they offer as "specialty" items are terrible! Most nights we chose to eat the items off the regular menu because they just weren't very good! When we cruise most times we buy a Specialty Dining package like on our scheduled 11 night cruise in April we'll be purchasing a 7 or 8 night package because we thoroughly enjoy the specialty restaurants! We tried to book in the Steak house but were told that it was booked for the entire cruise??? And yes, both couples are Elite and Concierge class and still couldn't get a reservation. With a little persistence, we were put on a waiting list and finally were able to dine at 6:15 in the Steak House on January 1, 2020 because they said they were full later. We left the restaurant at 8:45-9:00 and no one came and sat at the empty tables??? Our friends "dry rub aged" NY strip steak, which was another additional charge, was 80% fat! How disappointing! No one ever came to ask him if it was ok or why he didn't eat most of it. Totally lacking the personal touch in this restaurant and at $70/head extra, they should at least be more friendly and experienced servers. We didn't want to spend New Year's Eve in one of the Main Dining Rooms as again, we weren't too impressed with either one, Tuscan and Cosmopolitan that we had eaten in prior to New Year's Eve. We were told the only thing available was the Rooftop Grille! Ok, we thought, it has to be better than the others. We booked it and had a reservation for 8:00 PM. Well, unfortunately, it had been raining a little. We assumed some of it had to be undercover in case of inclement weather or that there would be some kind of alternative? It had stopped raining by the time we arrived for dinner, however, they had seat cushions piled up on a counter directly behind where they decided to seat us. We were seated in the chairs which weren't completely undercover and as soon as we both sat down we realized that our seats were wet! Now, here it is, New Year's Eve, so we both have "evening chic" clothes on, and now they are soaked! Should they not have checked those before seating someone in those chairs? The woman, whom we assumed was in charge, looked totally frazzled. They eventually brought us "blanket" to cover our shoulders because it had started to drizzle again. We moved our table as far as we could go undercover which meant that our friends were literally up against the kitchen counter with the staff immediately behind. Our friend actually was getting sprayed with something from the sauté pan that the Chef/cook was making! Still, we tried to make the best of it! After all it was New Year's Eve and the main reason we chose to take this cruise on this ship! Much to our disappointment, dinner did not get any better! Our server came to take our order. We had asked if we could order our apps first then decide on our other items. He informed us that they had a party of 18 coming in and we needed to place our entire order then???? Really?? Again, the lack of professionalism of the servers is apparent in almost every instance! Needless to say the party of 18 had to be relocated, a matre'd actually came up and accommodated them because they were not happy that they were "expected" to sit out in the rain and dine in their "evening chic" dinner wear! The woman, who we thought was in charge, apparently, didn't have a clue!
So now we're trying to dine with all of this commotion going on. They "squeezed" another couple next to us, which we actually started talking and laughing with them because that's how close they were and we were still trying to make the best of this horrible dining experience! However, just when you think it can't get any worse, it does when they bring the food out! I had ordered soup, it was luke warm at best, no bread was ever delivered to the table, perhaps they don't serve bread up there? I thought ok, the rest will be better, well we were so rushed, it was crazy. We weren't finished with one course and they were bringing out the next! Our apps were again not hot at all and the topper was when our entrees arrived, I believe we all had filets, every one of them was cool, not even warm!!!!!!!!!!!! It was a total disgrace. There were only about 15-20 people in the entire restaurant! Why was our food cold? We chose not to say anything because, apparently, nothing was being done to accommodate guests. So we paid $45/head for terrible service, wet dining conditions, and cold dinners! Again, a disgrace for what we paid for this cruise and specialty restaurant! Fortunately, the water stains came out from our "evening chic" dress and suit after sending it to the dry cleaners at home! We managed to salvage the evening with a wonderful New Year's celebration up on the pool deck! That was a lot of fun!
Another thing lacking on this ship are seats at the bars and the lack of bars and wait staff serving drinks! We understand that the drink packages impact this, however, we paid for them! We should be able to get a drink! At the martini bar, we think we counted only 8-10 seats at the bar? That's ridiculous! At the Sunset bar, the same thing! The "Club" is dark and not very appealing, and Eden, was just too wacky! We didn't attempt to eat in Eden because we don't want to interact with people while we're trying to dine! We didn't attempt Bistro because there were an awful lot of families with young children and were afraid that would be more to their liking. We assumed there were so many families because basically kids go free and of course, it was a holiday. We vowed to ourselves never to do that again. We've always gone on Celebrity because it suits our age and service has before this cruise always been top notch.
Lastly, we booked an excursion online before the cruise, St. Bart's on your own, when we booked it we thought our friend did as well, they had forgotten to book it so when we attempted to book theirs, the one that we were on, was fully booked, we paid $119/head. There was another one leaving earlier. In order for us to all go together we had to cancel our originally booked one and go on the earlier one. That was fine, however, when we returned home, we realized they charged us $124/head instead of the $119/head. We know it's not much, but it's the principle of the thing. Why didn't they charge us the same? We understand that our friends should have paid the higher price but we should have never been charged the higher price when we rebooked it!
We are truly hoping that our next cruise in April will not be as disappointing! We have been cruising Celebrity for almost 20 years! We will not be cruising on Edge or the new Apex anytime soon unless it's an amazing itinerary and an amazing deal! We really hope that these issues are addressed and that we get some kind of response from the Celebrity family! As Captain's Club Elite members we should have been treated better! Read Less