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32 Celebrity South America Cruise Reviews

Wanted to see South America for the first time. The ship's décor is dated and tired especially the ocean view café, cabins and the lounges. The guest relations staff are mediocre and mostly not good at dealing with problems. The ... Read More
Wanted to see South America for the first time. The ship's décor is dated and tired especially the ocean view café, cabins and the lounges. The guest relations staff are mediocre and mostly not good at dealing with problems. The projector in the show theatre is appalling, giving a very blurred image and lack of vibrancy in the colour. Everything on board is way too expensive - drinks, spa, hairdresser, shops, speciality restaurants, and shore excursions. We had a good cabin steward and the waiters in main dining room were also very good. Some staff ocean café and bars were downbeat and sometimes even surly. Entertainment: most of the bands were good but the solo performers were dire. Speakers were very good. Too many shows featured the cruise director, who is great, but this was overkill! Poor organisation at embarkation led to delays. The medical organisation was appalling, and this at the time of the coronavirus epidemic. The waiting room was always full of people coughing and sneezing, absolutely no social distancing, and having to wait an hour to see doctor or nurse. Had to wait even to simply to find out that they did not have the extra medicine that had been requested when the cruise had to be extended because we could not dock in Chile: they would not give this information by telephone! No use of masks or other PPE. At least two people on board were told they had "flu" and were not properly isolated. It was probably coronavirus because many people contracted it after leaving the ship, or amongst those who stayed on the ship in San Diego. As far as ship's management and medical staff were concerned the coronavirus epidemic might not have been happening. They fell well short of the mark on the precautions needed. Read Less
Sail Date March 2020
The Celebrity Reflection Transatlantic 2014 cruise spoiled me. The Eclipse in 2019 woke me up. Food poisoning does that. I ate in the Celebrity cafe on the 14th floor. I was treated by the medical staff and once the ship docked in ... Read More
The Celebrity Reflection Transatlantic 2014 cruise spoiled me. The Eclipse in 2019 woke me up. Food poisoning does that. I ate in the Celebrity cafe on the 14th floor. I was treated by the medical staff and once the ship docked in Santiago South America I received further treatment. My cabin 6212 creaked incessantly. This ship does need to be overhauled. The dining room experience was enjoyable. The food, delicious. The Celebrity ships are not known for quality entertainment. This cruise was no different. I didn’t use the ship to book excursions. Third party excursions were much cheaper, very informative and enjoyable. Kristian, our cabin staff was excellent. All the staff I encountered rated five stars. The ship had a bad odor. The maintenance staff cleaned but the ship is old and in need of refurbishment. The upholstered chairs on the fourth floor, overlooking the grand foyer were filthy. I used a towel while sitting in these chairs. The cruise was geared towards seniors. Boring entertainment. Read Less
Sail Date November 2019
Terrible customer service from concierge desk and customer relations manager. Kids club very unaccomodating and there’s nothing else for young kids to do on board other than swim, which given the cold wasn’t possible a lot of the ... Read More
Terrible customer service from concierge desk and customer relations manager. Kids club very unaccomodating and there’s nothing else for young kids to do on board other than swim, which given the cold wasn’t possible a lot of the days. I wouldn’t recommend this ship for anyone with children. Waiters were amazingly friendly and helpful throughout. Manager from kids club is in the wrong type of employment. Shows were rubbish, you can see no effort has gone in to regursal or the choreography. Bar staff at the top bar near the pool were amazing. This ship really just caters to older / retired travellers without children. No nightlife on board. Shopping had a poor selection, again nothing really for children. Sad that this was my first cruise experience. I will never recommend Celebrity to anyone. Poor value and service for money. Very dissatisfied. I had a second cruise booked before going and upon returning home I cancelled it, lost service for the travel agents too. Read Less
Sail Date January 2019
I chose this holiday cruise for my family since we had not been to South America and not travelled on Celebrity Cruise lines before. we have been on many cruises and lines all over the world but had just never seemed to go on Celebrity so ... Read More
I chose this holiday cruise for my family since we had not been to South America and not travelled on Celebrity Cruise lines before. we have been on many cruises and lines all over the world but had just never seemed to go on Celebrity so we gave it a try. This itinerary looked great on the website and even had one of the highest overall ratings by reviews which I really can't understand why. We have one family member with mobility issues and in a wheelchair, and what they don't inform you of when booking is that guests who cannot walk on their own are virtually stuck on the ship for the entire cruise. Most port were accessed by tender and the port that didn't involve tenders had such convoluted ramps and gangways and busses involved; it was too scary to attempt to disembark. for those of us that did get off the ship we found the ports to be dreadful, dirty and poor locales which were only depressing.We did take a couple tours one to see penguins which was nice but a very long drive from the port. The other to "the end of the world" which was the end of the Pan American Highway, and a drive through a National park. Every activity on the ship was just a sales meeting for something else to buy or "experience for an additional fee". I always hear the food on celebrity was so wonderful but in reality I found it to be below the level of RCL the lower level sister company. In fact Norwegian Cruise line food and dining is far superior to Celebrity or RCL. The ship was generally clean and modern but nothing too extraordinary about Celebrity Eclipse. This cruise should have never been offered to anyone with mobility issues at all in the first place. Celebrity sure "misses the boat" with this S American trip, and I am really not sure I will even be willing to give this line a second chance; it was just that awful. Read Less
Sail Date December 2018
I accidentally chose this cruise line. I should have read the reviews more. The service on the ship was hit and miss. The food was lukewarm to cold in the main dining room. The stateroom itself was very worn, scratched and chipped in so ... Read More
I accidentally chose this cruise line. I should have read the reviews more. The service on the ship was hit and miss. The food was lukewarm to cold in the main dining room. The stateroom itself was very worn, scratched and chipped in so many places of the room, let alone the scratch sheets. I was informed by the activities director that Celebrity did not budget for entertainment. This is a shop on the ship's only - cruise line. Had I know that I would not have booked myself with this line. The ship itself had a few pretty areas to look at. There were no entertainment options or activities scheduled and we were on the boat for a miserable 7 days. The information on the ports we were going to was non-existent. I would not recommend this line to anyone. There are way better lines out there, please research your line. Read Less
Sail Date December 2018
This was the second phase of a back to back. Towards the tail end of the cruise, I contacted a stomach virus from the ship. I believed it was not noro virus as there was no vomiting or other symptoms that accompany this illness. On the ... Read More
This was the second phase of a back to back. Towards the tail end of the cruise, I contacted a stomach virus from the ship. I believed it was not noro virus as there was no vomiting or other symptoms that accompany this illness. On the last night of the March 4th cruise I had blood in my stool, so I decided it would be best to go down to see the ship's medical staff in morning. The doctor examined me, decided not to treat me himself, or bring on board someone who could, and ordered me to disembark. Three years ago, my wife and I took the most memorable cruise we have ever taken, a month long journey around South America. For context, we have taken over one hundred cruises, including over 80 on Celebrity and Royal Caribbean alone. We decided that the experience was so incredible, that we would repeat this same journey again. At the start of our cruise on the Celebrity Infinity on March 4th, we anticipated another wonderful adventure from a cruise line that we greatly respected and felt respected by. Little did we know that this would be at the most horrendous and nightmarish journey that we would ever take. We were abandoned in South America by Celebrity. A 78 and 75 year old husband and wife were dumped with their luggage, feeling ill, feeling the effects of the trauma they had already experienced, and no knowledge of the local language or customs, and surrounded by very few people there that spoke English. The cruise line showed no compassion nor did they take into account our many years of loyalty. How can anyone treat older people this way? Would these same people ever consider doing this to their parents or grandparents? I was specifically told by the doctor that there was not a good hospital in San Antonio and I would be transferred by ambulance to Valparaiso, Chile. It was in the paperwork handed to me. This was also confirmed by an officer on board. It turned out we were actually taken to a clinic in San Antonio, Chile, where the sole doctor there could not treat us. We tried to tell them that we were supposed to go to Valparaiso, but no one there spoke English and so communication was very difficult for us. Celebrity's port agent never came with us and would not answer his phone. Thankfully, the ambulance person used Google translate on his phone and we were able to translate a bit, and conduct basic conversation. We were then transferred to the local hospital, the one the ship's doctor said was no good, and sadly he was correct. This was part of the nightmare. We were kept in the emergency area with dozens of ill people, with no separate room for each patient. The area was not clean by anyone's definition. We worried about what other illnesses we might contract. We also felt bad that these poor people had to endure the same thing we did. It was so underfunded that people had to bring their own toilet paper as there was none and the bathroom I had to use, along with all these other ill people, had no toilet seat. We did not know how blessed we were with such good and sanitary facilities back at home. These were just a few of the many reasons we should have been sent to Valparaiso. I do not know if it was a question of cost or some other factors. What was clear was that they just wanted me off the ship rather than treating me there and by telling me we were going to better facilities in Valparaiso, I would not raise a row even when the doctor said there were no good medical facilities in San Antonio. There was another person in Medical with the same condition. I never saw him again and I believe he was allowed to stay onboard. Thankfully there was a US-trained doctor at the hospital in San Antonio who treated me. She did cultures and blood tests and determined that I had a NON CONTAGIOUS bacteria in my stomach causing the blood. She gave me an intravenous with antibacterial medicine and a prescription for medicine. Before we got out of the hospital, the ship provides a caregiver to those put off because of emergency. The person assigned to us spoke some Spanish and got us to a hotel. He was in communication with the ship and the Celebrity port representative, who was essentially worthless in terms of help or communication. The caregiver had problems getting callbacks and answers from the ship's staff and so we were basically helpless. We had to go back to see hospital doctor next morning where she checked me and said I was getting better. But our rep was still trying to get an answer if I could meet the ship in the next port, Arica, Chile. We had to checkout at 12 at the hotel but he still did not have an answer about re-boarding the ship. We were stranded and helpless with no communication from Celebrity's medical staff. We waited in the hotel lobby until 5PM and I finally told him we could not travel to Arica that night as it was far too late. To get to Arica, we had to go to Santiago and then take a plane to Arica. We stayed at the hotel a second night and late that evening our caretaker had finally gotten information that the ship medical staff required us to get confirmation from the doctor that I could travel. We went back to the hospital the next morning and obtained the clearance that the ship asked for. Then we had to take a cab to Santiago for flight to Arica. There was no travel van companies that we could use and a local bus was the only other alternative. The ship rep was not going to travel with us. As you can understand, we were not up to taking a bus. We lost our rep and we were on our own. Two elderly people who do not speak the language with all our luggage. On our own, we had to get online and book a hotel in Arica for our night's stay there. We got up next morning in Arica and I was feeling physically better, staring to get my appetite back, and so we skipped breakfast as we would be onboard in time to eat, and set out for the ship. Then the next part of the horror and trauma began. The port security would not let us get on until they talked to the management even though we had our new key cards for the March 18th leg of the cruise. They did not have us in their manifest as joining the ship. Actually, we went through the ship manifest listing all the passengers with the port security officer and our names were not there. My wife said they must have given our room away, and that was another indication we should have recognized beforehand that they never had plans to let us back on the ship from the start. They just strung it along and caused more and more agony. Some Infinity representatives came to us on the dock, talked to us, and went back to the ship. I told them I was fine, that my diarrhea had stopped and I no longer had any blood. The medicine was working, but I guess my word was not sufficient enough, nor was the note from my doctor in San Antonio. The Guest Relations Manager, an old friend, came out to tell us we were again being denied for boarding the ship. This, they said, was base on the doctor saying I had some diarrhea. But that letter was two days old! I had stopped but they would not believe or test me. We could go up to Lima, on our own expense again, find a doctor there to confirm my problem was cleared, and maybe, they would let us back on the ship. Another three days alone in a foreign country with no communication tools or knowledge that there was ever going to be an end to this horrendous and tragic journey. My wife has celiac disease so finding food is trouble enough, but not knowing the language magnifies the problem. Another thing the doctor should have known was that the antibiotics for this treatment can cause things like nausea, dizziness, etc. And I was experiencing these, but they never asked. Just get off and find your own way. No support, security, comfort, or assistance, you are on your own, best of luck! You must understand, we were paying for all these expenses - airfare, taxis, hotels, food and drink, etc. - out of our own pockets. What little cash I was carrying was fast depleting. Very few people or businesses would take a credit card. For example, it cost $100 USD for my medicine and $142 for the cab to Santiago from San Antonio. Three more days on our own, tired and frustrated, again in a country where we essentially spoke no Spanish, and uncertain if we were going to continue this same exhaustive pattern to get back to home. No, you cannot get on in Lima, go to Manta, no cannot get on yet, go to Panama. I told the Guest Relations manager that my problems were gone, that they could test me themselves, that they could quarantine me all the way home as we could not continue with this agony and uncertainty. She says the ship refused and that the decision was made in Miami. Is Miami's policy so rigid that they would abandon older people in a strange country with no compassion? Abandon us with the problems we had experienced, would not test me to determine if I was alright. Use other options like quarantining me to insure I was alright. Forget our past loyalty. Forget mercy. I am certain it was the doctor that made the decision. The indications that they never planned for us to get back on the ship started to kick in. We should have paid attention to the warning signs like our representative not getting information, and not traveling with us to ship; our name not being on the manifest; no emails or calls from ship; being ordered to take all of our luggage. By this point, we decided Celebrity did not want us and we had no more willpower or stamina to continue dragging luggage, putting ourselves in possible danger by being alone, and continuing with this frustrating and humiliating process. So we decided it was time to go home. Celebrity's port representative was there to "help" us. You have to understand, at his time we were tired, angry, beaten, not thinking clearly, dejected and feeling the side effects of the medicine. In retrospect, I realized how little he actually helped us. Here is how he "helped." He got us tickets back home at a cost for us of $6000 dollars, which he originally had said was around $4000. His explanation for the difference was “all the other things they add on”. Also, rather than start flying us north, to say Lima, he kept us in his own country and sent us south to Santiago to start our trip. It was longer and probably more expensive. Thankfully, some wonderful people helped us here and there through this tragedy. It appears that in South America they are more considerate to older people than is Celebrity. But we definitely needed help. Two older people essentially on their own in a foreign country without the necessary language skills is a recipe for disaster. We travel by cruise ship for that reason and not alone by land. We relied on Celebrity to keep us protected and safe, and take care of our well being. I contracted my illness on the ship, yet they abandoned us. They would not consider our age and our lack of ability to speak the language. There were other options to consider for letting us back on the ship. The medical staff would not test me, would not believe me, nor would they take assurances from the doctor in the town that they sent me to. I gave the option of quarantining me even though my problem had gone away. At home, after we finally got home, a friend told me how he had experienced the same problems, diarrhea and blood, on another cruise line. For him, they brought a doctor on board to check him and kept him on the ship. We mistakenly felt we were considered family, the many times we have cruised with Celebrity. We always praised them and recommended them to many others as the best line to cruise. What disillusionment we have suffered. We have many friends in the crew that we met on our various Celebrity cruises. I was thrilled to be on this ship as it had many of the officers we knew and considered friends. We felt Celebrity was family. But it was all an illusion. Is Miami's policy to abandon the elderly no matter the consequences? Do they not leave any flexibility due to circumstances? I wonder if they would do the same thing to their own parents or grandparents. This was a nightmare that we still experience at night, and will be this way for a long time. For a business that advertises hospitality and loyalty, I think not. Cruising is extremely important to us. This took away a lot of that enthusiasm. No way would we cruise so far away again in a country where we are not proficient in the language Read Less
Sail Date March 2018
Passengers were not allowed to use the Constellation Lounge on sea days and some port days in the daylight hours. It was reserved by Park West to sell paintings. There were no other locations on the boat to sit in front and view the ... Read More
Passengers were not allowed to use the Constellation Lounge on sea days and some port days in the daylight hours. It was reserved by Park West to sell paintings. There were no other locations on the boat to sit in front and view the cruise, unless I went to sit on the Rooftop Terrace in the full sun and get a sunburn. The Captains Club Celebration was held in the dark on the Rooftop Terrace because Park West reserved the Constellation Lounge. The handicapped elevator had not been maintained for over 2 years. The elevator broke down when the staff tried to help my wife get down off the Rooftop Terrace. She was forced to use the stairs and injure her leg. This cause us to limit our tours and I was not able to attend the Rio Carnival Tour which was the main reason that I selected this cruise. When the handicapped elevator broke your staff sent for electricians to fix it. My wife asked for me to go to the show and save her a seat. After I was in the theater for 30 minutes I went to the 3rd Floor Customer Relations Desk to see if they could page my wife or call their staff on the Rooftop Terrace. They refused and asked me to fill out a Missing Person Report before they would get Security to look for her. Then they insisted for me to wait in my room with a Security Guard outside my door. After another 15 minutes I left my room and started searching the ship with the Security Guard running after me. We finally found her in the theater where she asked me to meet her. Her leg was giving her a lot of pain and we had to get a wheelchair for the trip. They refused to have the Ship's doctor look at her leg unless we paid for his services. They wanted to sell her pain medication. We have our own medications for most emergencies. Read Less
Sail Date February 2018
This was to be our last continent to see - Antarctica, with stops in South America. We spent around $15,000 including airfare and excursions and a days stay in Buenos Aires before cruise. We had a balcony room in the concierge group. ... Read More
This was to be our last continent to see - Antarctica, with stops in South America. We spent around $15,000 including airfare and excursions and a days stay in Buenos Aires before cruise. We had a balcony room in the concierge group. That was a joke to get this grouping. It afforded us to miss one long line in boarding. There were a few perks, but not nearly enough for the extra money. The ship is old and worn, but very clean. The food is regular dining was average. To get a superb meal, you must eat in specialty dining at the additional cost of $45/person! Entertainment was good. The problems came with a notice one week before departure that one engine’s propulsion was damaged. They knew this before, probably at booking, but did not notify passengers until one week out, without possibility of canceling. They put out a entirely different schedule; canceling Port Madryn where we would have seen large groups of penguins. Then because the ship could not travel top speeds, we were very late ( later than the second schedule) arriving into Ushuaia. We had booked an “end of the world” train ride (rip off) instead of seeing one type of penguins because we had thought we would wait to see 3-4 varieties in Port Madryn and Port Stanley. BOTH OF THESE EXCURSIONS WERE CANCELED. WE SPENT THOUSANDS OF DOLLARS AND SAW NOT ONE PENGUIN ON LAND! Port Stanley was canceled due to storms. The ship rocked, rolled, and jumped during 50 mph winds and 15-20 ft. Waves. This ship was NOT sea-worthy, and Celebrity risked everyone’s life knowing this well in advance. Another huge disappointment was the shops were so undersupplied. THEY DID NOT HAVE ANY ANTARCTICA T-SHIRTS TO SELL. WE WERE ON THAT SHIP 12 out of the 14 day cruise with little to buy or do.....miserable! We had excellent wait staff and cabin steward. They were overworked because of 12 days on board without passengers leaving ship. If you are planning a cruise AYWHERE, please do not use Celebrity or Royal Caribbean’s ships; same company owns both. They lie and misrepresented their cruises and ships! Read Less
Sail Date January 2018
The itinerary on Celebrity Infinity was excellent: Buenos Aires to Ushuaia to Cape Horn to Antarctica to Port Stanley, Falkland’s, to Puerto Madryn to Montevideo and back to Buenos Aires. The only issue with it was the first [boring] 3 ... Read More
The itinerary on Celebrity Infinity was excellent: Buenos Aires to Ushuaia to Cape Horn to Antarctica to Port Stanley, Falkland’s, to Puerto Madryn to Montevideo and back to Buenos Aires. The only issue with it was the first [boring] 3 days at sea, but we skipped them by flying to Ushuaia directly. (Yet, Celebrity, of course, not only issues no refund for those 3 days, but charges a fee to allow you to embark in a different port. The funny part of that was a call from them on the day of the departure with a question of why we are not on the ship. Despite the fee charged, they did not bother to communicate our embarkation exclusion to the vessel!) There's more. Unfortunately, a week before sailing, Celebrity sent an email that they have a problem with the ship’s propulsion system, as such they won’t have sufficient speed and will have to cancel our visit to Puerto Madryn. It was very bad news, but at least they promised to refund one day as an excuse; not a fair exchange of course but something. (Later on the ship, during our Inside Access Tour, we of course asked in the mechanical room what the problem they have with the propulsion system, but the crew politely did not give an answer.) The worst part came later. They suddenly cancelled Port Stanley as well. This time it was “for safety reasons”, saying that the weather is too bad there, that it’s a strong wind of 55-80 kph and getting to the shores is not possible. Alas, there is a big problem with this statement. First of all, the crew already knew and many people told us two days before that we won’t go to Port Stanley; that's before there was any reliable weather information. Also, our sailing through Drake Passage was extremely smooth. We were really lucky with the weather! Then at 5 AM on the morning we were supposed to sail to Port Stanley I checked the weather there and it was …sunny with 50 kph wind indeed but also CALMING to 25 kph during the day. Nonetheless, “for our safety” we did not go there. Of course, people attacked all officers with tons of questions. The main one being why not visit Puerto Madryn or another port in Argentina instead. We got no answer. I also had an opportunity to ask the captain personally on the real reason for skipping Stanley. The answer was, “I’m the captain, I know better.” So, it looks like Celebrity Infinity either has a big technical problem with the vessel (and then it’s a real safety issue!) or saves money on port fees, etc., maximizing their profits. Either way, my advice is to never use this company. They have no respect for their customers, easily ruining vacations for 2000+ people. Read Less
Sail Date January 2018
We bought our tickets in November but most of the other passengers bought theirs far earlier than us. However Celebrity failed to let us know the ship was only sailing with one propeller which slowed down its performance so much that we ... Read More
We bought our tickets in November but most of the other passengers bought theirs far earlier than us. However Celebrity failed to let us know the ship was only sailing with one propeller which slowed down its performance so much that we arrived in Ushuaia seven hours after the scheduled time. All tours were rushed and by the time we finished the tour all shops and museums were closed for the day. It was our intention to visit this far away place thoroughly and experience the life here. Then we were supposed to circle Cape Horn, but the ship just went a little north then turned around. When we got to Elephant Bay the ship was not able to get close to the shore because it did not have enough force. We did not stop in Port Stanley because of the weather and our next stop, Port Madryn, was canceled. We were on board for 12 days out of the 14-day cruise. This ship was working with only one propeller for a long time. Celebrity was well aware of this problem yet it chose not to disclose it so as not give the passengers the right to cancel the trip without penalties. It is still sailing north and back to Antartica without any plans to stop to fix the problem. Read Less
Sail Date January 2018
This ship is tired, broken engine,rusty, peeling varnish on all outside wood surfaces, broken furniture, blacken mirrors, dirty, poor sanitation in buffet , and no on board activities. Every day the only activity was a different sale at ... Read More
This ship is tired, broken engine,rusty, peeling varnish on all outside wood surfaces, broken furniture, blacken mirrors, dirty, poor sanitation in buffet , and no on board activities. Every day the only activity was a different sale at the stores on the ship or the spa or gym trying to sell you something. Every Day! That's it. We have been on over 50 cruises and this was by far the worst cruise we have ever been on. I agree with the other reviews about the captain's attitude and the attitude of the corporate office. Every strategic decision was made with corporate profit in mind, not the passengers. 9 continuous days a sea with nothing to do . The broken engine affected the arrival times at the only 3 stops the ship made and therefore affected the shore excursions. We have traveled on about 10 Celebrity cruises and will never go on one of their cruises again. Too many other choices offering the same itineraries. Read Less
Sail Date January 2018
Very disappointing. Following several great experiences with Celebrity, this was a lifetime experience gone very bad. Celebrity communicated that the ship had propulsion issues and cancelled a port, with no option to cancel, less than a ... Read More
Very disappointing. Following several great experiences with Celebrity, this was a lifetime experience gone very bad. Celebrity communicated that the ship had propulsion issues and cancelled a port, with no option to cancel, less than a week before we left home. Then the first port of call got delayed by 2.5 hours pushing excursions into darkness, with no option to see the town, which according to the captain, was due to “adverse winds and currents”. No mention of propulsion issues or our late departure from Buenos Aires. Mid afternoon prior to the Falkland Island port call, some passengers were advised by shore based tour operators that our port stop was cancelled. Neither Guest Services or the Excursions Desk had any info. Finally at 8:30pm the captain announced that the Falkland port of call would be cancelled due to bad weather, with no substitute port call planned. Both the tour operators and Met office records show that without propulsion issues, the ship could have tendered in good weather, the prior day, as planned on the original itinerary. So we lost 2.5 of 4 port days due to propulsion issues Maintenance issues on this ship are extremely widespread. Bad Propulsion, multiple Issues in our and other cabins/suites and lots of visible issues in public areas. To make matters worse, after 2 weeks, we’ve had no acknowledgment of our written complaints or any apology from Celebrity. I guess they just don’t care. With the exception of late communication from the captain, the staff on board were excellent, but they will get tired of the lack of support from head office and frustrated passengers on board and move on to cruise lines who care about customers and don’t hide behind excuses about weather when the real cause of everyone’s extreme disappointment was a very badly maintained ship. Read Less
Sail Date January 2018
We were on Celebrity Infinity Jan 21 – Feb 4, 2018, going from Buenos Aires to Antarctica. There was a technical issue with the ship’s propulsion system that resulted to changes in the itinerary. • Due to cancellation of the ... Read More
We were on Celebrity Infinity Jan 21 – Feb 4, 2018, going from Buenos Aires to Antarctica. There was a technical issue with the ship’s propulsion system that resulted to changes in the itinerary. • Due to cancellation of the stop at Puerto Madryn we received an email telling us Celebrity was issuing a refund in the amount equal to one day of our vacation. We only received half of the amount of one day of vacation. • We were to be in Ushuaia from 9 am to 9 pm. We arrived at 4:30 pm. After our excursion we had only 10 minutes before the shops closed and it was too dark to safely explore the town. • The schedule for the Falkland Islands was changed and then cancelled. The weather would not have caused us to miss this port if the ship did not have a propulsion problem. • When we didn’t go to the Falkland Islands, there was no plan to go to another port. We cruised past Puerto Madryn, the port that was cancelled. We cruised slowly to use up time until we arrived in Montevideo. Customer service prior to the cruise • We had a one night pre-cruise stay at the Sheraton Hotel. Before the cruise, Celebrity customer service gave us incorrect information about transportation from the hotel to ship. I was told that transportation was not provided. I arranged and paid for a private car to take us from the hotel to the port. • We were notified about the change in itinerary only a few days before travel. I tried to change excursions through the Celebrity website. Most excursions were booked. I called customer service to change excursions. They could not help me. I was told to send an email to Shorex@rccl.com. They never responded. • Pre-cruise telephone customer service did not know about the itinerary change. I was left with no credible resource to get help. I was often on hold over 20 minutes. Concierge service • There was no concierge separate line for luggage or migration, so we stood in line with everyone to board ship. • On the day of boarding the concierge desk was not open until 6:30 pm and closed at 8:30 pm. Our concierge had to help with luggage so he wasn’t available when we boarded. There are many needs and questions on the first day; so again, we stood in line with everyone else. • No concierge service for excursions. • There was no concierge line to get off the ship for excursions. • Concierge hours were limited on the day we got notice about the disembarking process. Many people had questions. I waited my turn and then at 12:00 the concierge announced that his time was up and he would not return until 4:30. So I went to guest relations and stood in line again. • Celebrity marketing materials say that concierge guests have additional services and amenities. This is regarding some of the things listed: We had a beverage package, so one bottle of sparkling wine in the room was no added value. Custom blended bath amenities were very ordinary. A tote bag is something we could have bought cheaply. The key holder is a small token. The towels were thin and worn, certainly not plush. We requested isotonic pillows. The pillows were flat and worn. We were never notified of the “exclusive destination seminar”. Private departure lounge and priority disembarkation was not applicable if you have a post-cruise excursion. The massaging showerhead was very ordinary. Condition of the ship • Internet connection was intermittent even when we were in seas along the Argentina coast. Internet was not as reliable as promoted. • Plastic glasses on deck 10 were cracked around the rim. • Celebrity website says the Infinity is modern luxury with a grand makeover in October 2015. The upholstery in the theater and other areas was tattered and stained. The overall condition of many areas does not reveal the grand makeover. Read Less
Sail Date January 2018
This was the worst cruise ..... They sent us a message that the ship was broke, but we are going anyway. They were going to skip a stop. So we cruised and cruised out of 12 days we make one stop off the ship, That was Ushuaia ..we were ... Read More
This was the worst cruise ..... They sent us a message that the ship was broke, but we are going anyway. They were going to skip a stop. So we cruised and cruised out of 12 days we make one stop off the ship, That was Ushuaia ..we were there for 5 hours....Then we sailed through the antarctica and around that area. We were on our way to Falkland Island. We were all excited, finaly going to see the penquins, Lot of them. Then seas were kicking up, if we were not on a broken boat we would have already been there. Many of us bought two trips for that day. The cruise cut out the highlight of the trip. The entertainment was good a couple nites... They had this Micky live who hated what he was doing..... I paid for an Adventure, not a boat trip. What made it worst the company has not reimbursed me a dine. except to say the next one will be better....They have got to be kidding. All they did was encourage us to shop on the board :( There was not one thing that was included in the price of the cruise...... horrible.... Read Less
Sail Date January 2018
We were looking forward to visiting some amazing ports. Unfortunately this cruise was a real disappointment as Puerto Madryn was cancelled before we left and The Falklands was cancelled due to bad weather. Spending nine days at sea was ... Read More
We were looking forward to visiting some amazing ports. Unfortunately this cruise was a real disappointment as Puerto Madryn was cancelled before we left and The Falklands was cancelled due to bad weather. Spending nine days at sea was exceedingly boring. Bad weather in this region is not unexpected yet there was no attempt to build any flexibility into the route. This was our first cruise with Celebrity and it had started well with a very efficient check in. Generally we found that there was a good range of food at all meals. We also thought that the entertainment was very varied and of a high standard. However, all these positive aspects have been completely forgotten by the fiasco of the cancellation of going to The Falklands. Celebrity have yet to provide us with an answer to our complaints. There just seems to be a deafening silence......This was our first cruise with Celebrity and we won't be repeating the experience. Read Less
Sail Date January 2018
The Cruise from Chile through Patagonia and up to Uruguay ending in Buenos Aires. From start to end our room was dirty and poorly maintained - worst cruise of 15 I have ever experienced. Issues: 1) dirty bed skirt (I ... Read More
The Cruise from Chile through Patagonia and up to Uruguay ending in Buenos Aires. From start to end our room was dirty and poorly maintained - worst cruise of 15 I have ever experienced. Issues: 1) dirty bed skirt (I didn't want to know what liquid was on it!) 2) rust and hair and dirt in bathroom floor 3) dirty shower curtain 4) dirt behind sofa 5) dirt under bed - laundry bag and dirty bathrobe from prior customers Staff behaviour was that of a party ship for them. Room 6002 is apparently about the Staff party room! We head music til 3 am! There was a smell of smoke in the hall way we were told was staff smoking areas and later found out it was inside the ship! We had a drinks package and did upgrade to the higher level - poor service at the pool area in particular and no bar service during a quiz in the lounge! Read Less
Sail Date January 2018
The most dissapointing cruise I have ever taken.. I had asked Celebrity directly if there where top brand liquors, specifically Grey Goose or Black Label and replied yes. Not only where there no Top Brand liquors onboard but I was not able ... Read More
The most dissapointing cruise I have ever taken.. I had asked Celebrity directly if there where top brand liquors, specifically Grey Goose or Black Label and replied yes. Not only where there no Top Brand liquors onboard but I was not able to have a drink because I do not drink national brand liquor. It gives me a headache. Additionally the cruise inner loop is a geological exploration cruise not a true Galapagos experience. We only where able to see birds but no real wildlife until practically the day before last when they took us to the Giant Turtle farm. Which by the way it was a very supervised and limited activity that we could not even get close to any turtle for a photograph if unless we had a 200 zoom lens because the guide adamant about it scolded you like a child if you dared to get reasonably close. The cabin I had a Veranda on the 4th floor could not be smaller because then we could not enter at all. Bed not even a twin it was 3/4 of twin narrowing at the feet to 1/2 twin. Bathroom so small I could not wash my hair in the whole week because my elbows could not withstand the pain. No entertainment at all. Food very good and the only worth mentioning was the staff. They bended backwards to make you feel happy. Never seen a crew so eager to help and make your voyage great. A very expensive cruise for so little offering. Excursions where merely walks over rocks and lava or extreme hikes with only some panoramic views. Activities not prepared for the not so young or very physically fit. I have many friends who chose Silver Seas over Celebrity and pictures and amenities don't compare. I chose Celebrity because always liked Royal Caribbean Service and thought this cruise would be more fun and amazing with good facilities. Very disappointing for my husband and me. Not worth the money for the quality. By the way don't mislead saying there is what is not in the cruise as I would have brought my own liquor. I am very sorry my Galapagos experience was so poor and when I share with friends they are amazed at our poor cruise experience compared to theirs in other cruise lines.You need to provide more realistic information of what you offer and not mislead customers as I have lost faith in Royal Caribbean. Tried writing and contact Celebrity Expedition to express my dissatisfaction and 1/12 month later they keep telling me when I call they are to busy to respond. Read Less
Sail Date May 2017
The itinerary and entertainment was great. Everything else was awful...condition of Ship and cabin, food, service. The Infinity is not being kept up. Do not go on any Celebrity Ship that is not newer! We had a horrible time. Nothing was ... Read More
The itinerary and entertainment was great. Everything else was awful...condition of Ship and cabin, food, service. The Infinity is not being kept up. Do not go on any Celebrity Ship that is not newer! We had a horrible time. Nothing was kept up and no one cared. The crew were not properly trained. The phone service did not work. So much was dirty. There was norovirus for months and months. There were floods and constant wet floors and the ceiling was leaking. So many of the Officers were so snooty. I'm not sure I will do on Celebrity again, but if I do, it will be on a new Ship. They made promises that were not kept. The loungers at the poo, were uncomfortable. We really did not like a thing about the Cruise Ship itself exceoy a few of the crew. I would stay far far away from this Ship or any Millenium class ships from Celebrity. Oh, the HVAC system did not work properly the entire time! Read Less
Sail Date March 2017
The worst was the in-room phone system. I was in cabin 1111 and received countless pocket calls from crew members at all hours. Not fun in the middle of the night (4 times)! Customer Relations said there was nothing that could be done ... Read More
The worst was the in-room phone system. I was in cabin 1111 and received countless pocket calls from crew members at all hours. Not fun in the middle of the night (4 times)! Customer Relations said there was nothing that could be done since the system is 16 years old. Unless I noted who the extension was, they had no caller ID to identify the offenders. Palease!!!!! They asked I do not unplug the phone in case of emergency. So, don't they have other ways to communicate for emergencies? After 4th pocket call in the middle of the night, we unplugged. Unfortunately, the experience did serious damage to the fun factor. The second bad news is the unpleasant seating situation in the breakfast buffet. Extra tables and chairs were added to the aisles, but that only worsened matters by obstructing the food lines and it did nothing to ease finding seats. When Infinity is upgraded, they not only need to upgrade the phone system, but they also need to add a larger seating area to the buffet restaurant. They also need to replace the Guest Relations Manager with someone who has better suggestions than making customers note the caller ID. I suggested changing the number of the room could do the trick. If you've got a lozeng-style phone, like the Infinity crew, just lock it in your pocket. Imagine how easy it is to lean up against something and have the number 1 depressed. The phone may register 20 number 1's before you move, but it only took 4 to ring my cabin. No other staterooms on the Infinity have 4-digits all the same. It could be an easy fix until the phone upgrade. But why did I have to come up with it? The GRManager said this was the first time he received a complaint about this. I don't believe that for a second. I caught him in another lie too. Celebrity, please get rid of him!!!! Read Less
Sail Date March 2017
Oh my gosh! I have seen some bad things on cruise ships, but this is the worse ever. The food was awful, unless you paid in the pay restaurants and then okay. The paint is peeling off everywhere, they are not taking care of this old ship. ... Read More
Oh my gosh! I have seen some bad things on cruise ships, but this is the worse ever. The food was awful, unless you paid in the pay restaurants and then okay. The paint is peeling off everywhere, they are not taking care of this old ship. There were plumbing leaks everywhere and we had a flood in our cabin. They could not get the heat and air working correctly in our room. The responsiveness of the staff to problems was erratic. The phones were not working properly and we missed several wake up calls. The Asst. Guest Relations Mgr. was just awful. The great part of the cruise was Alejandro the Cruise Director. We would not ever ever go on an older Celebrity ship again, nothing ten years or older, Celebrity is not keeping up their older ships. What was scary was how many leaks and how much water was stained everywhere. Oh and the buffet tables and floors were very sloppily cleaned...disgusting! Read Less
Sail Date February 2017
The worse part of this Ship is how old it is and how they do not maintain it. Our HVAV (heating and cooling) malfunctioned constantly throughout the lengthy cruises we were on. There were broken pipes and leaks in multiple public areas, ... Read More
The worse part of this Ship is how old it is and how they do not maintain it. Our HVAV (heating and cooling) malfunctioned constantly throughout the lengthy cruises we were on. There were broken pipes and leaks in multiple public areas, including a flood in our room. The floor Supervisor actually told us this is almost a daily/nightly occurance.The phone systems did not work properly, and we were told that they will not be fixed, due to the age of the Ship. We missed multiple wake up calls, and we eventually begged them for a person to call from what I jokingly refer to as "Guest Relations", and we missed four in a row, and thus missed what we were to do that day. Room service was atrocious and we were bothered on multiple occasions when the do not disturb sign was up, early in the morning, with orders that were not even ours. The room and bathroom was so dirty; we have pictures that would curl you your toes. We brought up at least two safety issues, that were not addressed, and the Officers actually blamed it on the Passengers. The food was not good at all. Friendly-ness about the Ship was very inconsistent. There is so much more I could say, but will end with just STAY AWAY!!!!! Photos coming later. Read Less
Sail Date February 2017
My main reason for choosing this cruise was the itinerary and I decided to do it on Celebrity Infinity as I had sailed on Celebrity before and for them to be reasonable good value for money. Unfortunately this was not the case this time ... Read More
My main reason for choosing this cruise was the itinerary and I decided to do it on Celebrity Infinity as I had sailed on Celebrity before and for them to be reasonable good value for money. Unfortunately this was not the case this time round. In fact I am not sure about cruising anymore. Infinity is an old ship and to say it has seen better days would be understating it. The whole ship although clean in appearance is very shabby. The choice in the buffet dining room was virtually the same every day. Maybe its because I am English but I expected that if a roast dinner was on offer for example roast pork or beef with gravy that next to or at least very close by you would find some sort of potatoes and maybe a little veg, but sadly this wasn't the case. If there was potatoes to be found it was always at the complete opposite end of the dining room and it was like a game of hide and seek to find the vegetables very very poor in my opinion. The main dining room although food was adequate that was all everything from steak to chicken to fish all seemed to taste the same a little like airline food. Also it was extremely dull and dingy possible so you couldnt see what it was you were eating. The Cellar masters that was supposed to be a wine bar had a list of 17 red wines of which 8 were not available and of the remainder more than half were not available on premium drinks package. The itinerary although looked exciting the ports of call were very poor. Any port information that the ship had basically said there was nothing to do unless you booked there excursions, which in several ports was an out and out lie to make you pay exorbitant prices for trip. Having said all that the staff were amazing very friendly and courteous and always seemed to be happy although I cant imagine how working for Celebrity. This is my 3rd cruise with Celebrity and very much doubt I will be rushing to book with them again. Read Less
Sail Date January 2017
This cruise was the worst I did with Celebrity. It was my third cruise with the company and the experience was negative in general. We are a couple +70 no children. The first day: I had concergie class and points as frequent guest. That ... Read More
This cruise was the worst I did with Celebrity. It was my third cruise with the company and the experience was negative in general. We are a couple +70 no children. The first day: I had concergie class and points as frequent guest. That belong a champagne bottle at the cabin and a long list of other amenities. Nothing of that was in the cabin, I had to complain at the service desk in order to get those compliments. Lack of information in general. The TV set the channel with the navigation information regular in all cruisers was incredible bad, without the data of temperature, pressure, wind directión, forecast, etc. The channel of the navigation chart very poor, without different scales to show properly the location of the ship, etc. The quantity of TV channels very small and full of "poor signal". The bulletin of daily activities no informed about the ship set sailing time. The ship doesn't comply with the time of arrivals and departure written in the brochure and contract. The cost for Wifi connection incredible expensive compared with other cruises. The library was closed all the cruise time with the excuse of sanitary danger. The meals at the Ocean View Restaurant, the buffet restaurant deck 10, were totally rutinary. All days the same food. It was completely boring to don't have daily alternatives to eat. It is strange that the same company could be different ( I mean worst) making cruises in Europe or Australia tha in south America. May be the target at the south is less than at north. Read Less
Sail Date January 2017
We chose this cruise because of its South American Ports. We enjoyed each port opting to hire a driver to take us around those ports we had not visited before. Our cabin was a good size with more than enough storage. First few days the air ... Read More
We chose this cruise because of its South American Ports. We enjoyed each port opting to hire a driver to take us around those ports we had not visited before. Our cabin was a good size with more than enough storage. First few days the air conditioning unit in our cabin sounded like a jet engine. Once reported it was repaired right away. Our cabin steward was great (thank goodness). Entertainment...horrible. Food...horrible. Gym...small and in need of an upgrade with equipment. Shops...over priced. The one and only drink I ordered from the bar in the pool area was horrible. We witnessed far too any unsanitary conditions in the cafe. Utensils not being (actually saw someone pick up a breakfast Danish with his hand, pull the top off and put the bottom back...a gentleman put his hand in a candy jar to get a handful of jelly beans and then became angry when told he could not do that...several people ducking their heads under the glass shield to get food and you could see their long hair landing in the food. I did report all these unsanitary conditions to guest services. In the gym which I frequented, the santitary conditions were not any better. At least 80% to 90% of the people using the equipment did not bother to santitize before or after use. Many people stayed in their workout clothes all day never changing their clothes from the morning workout. There were possible cases of Norovirus on board, as all passengers received a form on the last night and were asked to check it we had symptoms. If this was the case I can see why with all the unsanitary condition we observed. After reading CC threads and other reviews I was disappointed with the Infinity. There was nothing remotely resembling luxury about this cruise ship. I have seem better on other cruise lines (NCL, Princess, RC, and yes even Carnival). What we witnessed on the iInfinity we can honestly say we have never witness on other cruise lines. Last but not least all the discussion about dressing to go to the dining room is blown way out of bound. I went once and on that night (causal chic night) I saw everything from evening gowns and tuxs to t-shirts and jeans. No one was turned away (I was seated at the table at the front door). This was our first and maybe our last cruise with Celebrity. I quess we were expecting cream of the crop and we got the low of the lows. Read Less
Sail Date December 2016
The ship rocked for most of the trip and the waves were NEVER over 15 feet. Where were the stabilizers?The food was really not edible at most dinners (we were 2nd seating). My estimate is that about 1/2 the passengers ended up with some ... Read More
The ship rocked for most of the trip and the waves were NEVER over 15 feet. Where were the stabilizers?The food was really not edible at most dinners (we were 2nd seating). My estimate is that about 1/2 the passengers ended up with some kind of influenza (everyone was coughing).. I think there is an issue with the HVAC system. We had water coming into our cabin the next to the last night of the cruise and we had to change rooms. The entertainment was excellent. The staff was nice. We did get into the ports we were supposed to see. However, there are other choices to make this trip. Take the other choice! Read Less
Sail Date February 2015
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