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Sail Date: July 2006
I guess I should begin with the original situation that occurred about a year ago. My husband and I were ready to take a cruise for our 1 year Wedding Anniversary and decided to choose Celebrity Cruise Lines Summit because we liked their ... Read More
I guess I should begin with the original situation that occurred about a year ago. My husband and I were ready to take a cruise for our 1 year Wedding Anniversary and decided to choose Celebrity Cruise Lines Summit because we liked their itinerary through the Inside Passage of Alaska. The original sailing was for June 3rd of 2005. The night before we were scheduled to fly out my husband received a phone call late in the evening by a Celebrity Rep. They stated that our cruise had been canceled because of a propulsion problem, and we would receive our money back and a free voucher for a future sailing. Although I was very disappointed that our Anniversary plans were thwarted, we were happy that they were accommodating. We then made arrangements for our replacement Alaskan cruise which was set for May of 2006. Now comes the start of our issues with this cruise line. We, by chance decided to call the cruise line approx. 5 months before our sail date to confirm our reservations and ensure that our room was on the side of the ship facing land. When I called the cruise line they informed me that our prior booking had been canceled because they updated their computer system and any bookings that were not "paid for" were canceled. I promptly told the rep that we did not need to pay for our cruise because it was supposed to be comped. After she put me on hold for well over 20 minutes, she proceeded to tell me that all she could do was offer me another room on the other side of the ship. I told her that this was unacceptable and we wanted Celebrity to honor our original booking agreement made when the other cruise was canceled. She again stated that all she could do was give us another room. I asked her if it was then possible for us to move our sail date since she could not accommodate our needs. She began to get an attitude with me and told me that we can just take the other room and leave it at that. At this point my frustration level was clearly rising and I asked her if I could speak to a supervisor. She proceeded to tell me that she was the highest level of employee in which I could speak to concerning this matter. I hung up the phone with her, utterly angry at the situation at this point and called Celebrity back a couple of hours later and was able to speak to a woman that informed me of the Cresso desk. This is a customer service type sector of Celebrity that is supposed to go above and beyond to accommodate their customers. I had my husband speak to the woman at the Cresso desk because of my frustration, I did not want to lose my temper. After about an hour of back and forth with the Cresso rep, my husband was able to move our cruise to a July sail date (which by the way was not a date near our 2 year Anniversary such as the second canceled booking for May of '06). He also spent another 30 to 45 minutes on the phone with her reaching an agreement on what added amenities they could provide because of the situations we had encountered. She relented and provided us with complimentary wine on two of our formal nights and complimentary certificates for 2 to the Summit's specialty restaurant. After this exchange we were back to being happy with the cruise line until I tried to receive my credit for our airfare changes, which was a part of the original cancellation agreement from the cruise in June of '05. In January of '06, we made our flight arrangements for our new booking in July. I had the airline fax my receipts over so they could be forwarded to the cruise line in order to have my credit card reimbursed. I spoke with a Celebrity rep and they told me to fax the info and they would credit me. I did so the same day. After two weeks had passed I phoned the cruise to inquire about my credit. They proceeded to tell me that they had not received the fax and to please resend it. I did so the following day. After about a month of checking my credit card bill I still did not see a credit. I then phoned the cruise line again and inquired. They stated that they had not received it and to refax. At this point I was utterly ticked. To make an even longer story short. We finally received our credit the week before our sail date of July 7, '06. After all of this my husband and I still kept an open mind because this was a free cruise and we were looking for a cruise line that we could use on a regular basis and we had heard good things about Celebrity. We finally boarded the ship on Sat. the 7th and the ship was nice. The first thing we did was reserve our dinner at the specialty restaurant. The MD had our voucher for the free meal. We also received our comp. bottles of wine on two nights during the cruise. There were a few things that did not meet our standards with Celebrity: -the food was not very good, the portions were small. -the buffets and food areas closed early. -the only activities onboard after 10:30pm was a disco and the casino. -the activities throughout the trip were not geared to anyone under the age of 65. -Icy Strait Point was a huge disappointment. Souvenirs were very expensive and there was nothing to do unless you had an excursion planned. The town of Hoonah, which is about a two mile walk from the dock was a dilapidated, run down, poor excuse for a destination location. -the service on board was excellent in the casino and our stateroom attendant was great. However, the rest of the service was poor. -the entertainment was also very poor, the comedian was good but aside from that the other shows were terrible. The Cirque De Soliel show only lasted about 30 minutes, and it was nothing like a real Cirque show. -we booked a concierge class room, it was very small, not functional at all (i.e. no real space for luggage) and the bathroom was worn down and extremely small. The tiles in the shower were coming up, the shower curtain was dirty, and the toilet seat was worn to the point the paint was coming off. Also, there were no outlets in the restroom for a curling iron. On a final note we have now checked our credit card bill and they seem to have overcharged us $100 from our final statement. This ought to be fun trying to get this resolved. Overall, this was a very disappointing experience and I could not recommend this cruise line to a fellow cruise traveler. We would rate Carnival higher than Celebrity. Read Less
Sail Date: May 2006
This was our first ever cruise and also our first ever flight, which was from the UK to Los Angeles. We were terrified on the plane and had to be given injections of tranquillisers by one of the Pilots who was also a trained neurosurgeon ... Read More
This was our first ever cruise and also our first ever flight, which was from the UK to Los Angeles. We were terrified on the plane and had to be given injections of tranquillisers by one of the Pilots who was also a trained neurosurgeon and champion jockey (rode the Derby winner a few years ago). So the flight was somewhat hazy in our memories. On arrival at the port, after spending an uncomfortable night hitch-hiking from LAX to San Pedro, we spent several hours in line. Going up the escalator, my wife caught her expensive mink coat in the machinery and brought everything to a standstill. She was lost for words - a minor miracle. After having our welcome photos taken, I accidentally stumbled into the photographer and broke his camera - he was very nice about it and actually apologised to me ( well, I think he did. It was in Spanish and I couldn`t be sure.) On boarding the ship we eventually found our balcony cabin and proceeded to settle in. The ship, itself, is very big and it was quite easy to lose one`s way. In fact my wife disappeared on the first night and I haven`t seen her since. I found the casino very amenable and often slept there after spending pleasant evenings in the Champagne Bar, the Martini Bar, etc. Food was a huge disappointment. No decent chips, no meat pies, no tripe and onions. Just a range of snobby menus which even my French tablemates couldn`t understand. Ate most of the time in the crew`s cafe with the Chief Engineer and his mates. Some problem with the propellors affected the ship`s speed, but the Captain assured us that we would not sink and that even if we did we would be suitably compensated. He mentioned the "Titanic" much to everyone`s amusement. Ports of call were OK but isn`t Alaska cold ? No one warned us that we would need warm clothing and I found it distinctly chilly just wearing shorts and sandals. Still, the nice young ladies in the Red Onion Saloon at Skagway did their best. Embarkation was a breeze. Just got on the first bus at Vancouver and finished up in the middle of nowhere. All in all, a salutary experience which I would readily wish upon my worst enemy. Read Less
Sail Date: May 2006
This was a very disappointing cruise and not at all what we expected from Celebrity Cruises. Our first cruise was last year on Royal Caribbean Explorer of the Seas to Eastern Caribbean, which was fabulous. We chose Celebrity to Alaska this ... Read More
This was a very disappointing cruise and not at all what we expected from Celebrity Cruises. Our first cruise was last year on Royal Caribbean Explorer of the Seas to Eastern Caribbean, which was fabulous. We chose Celebrity to Alaska this year because we thought it would be spectacular and of an even higher standard but, oh boy, were we wrong; it was dreadful! The embarkation was disorganised and confused with Celebrity staff looking flustered and check-in being suspended for quite a while. The ship looked 'tired' and in need of some refurbishment both inside and out. Varnish was well worn on hand rails, paint was flaking, carpets were stained and communal area toilets had broken seats and faulty taps. The cabin was pleasant enough but the wardrobe cupboards didn't fit properly and there was much creaking of the cabin fixtures when the ship was at sea. We spent the first few days stuffing wads of paper in various gaps to stop the creaks so we could get some sleep. The cruise itinerary was substantially changed when the ship suffered a damaged starboard propeller-pod bearing right at the start of the cruise. Two significant ports were missed altogether, most other port calls were shortened and the two special sea days at the Hubbard Glacier and Inside Passage were so badly degraded they were barely worth doing at all. Celebrity handled the issue appallingly and caused widespread anger amongst the passengers. Discontent became so bad that Celebrity embarked two Customer Service Representatives at the first Alaskan port to try and calm the situation. In reality they worsened things as they had no authority and no proper plan of how they were going to deal with the large community of disgruntled passengers. The entertainment provided in the Celebrity Theatre was poor at best. We did try it out but generally left after ten or fifteen minutes because it was so amateurish and juvenile. Given that we ended up having more days at sea than initially scheduled, there was no additional entertainment laid on and there was little to do. All very boring really. The only saving grace of the entire cruise was the serving staff. They were great but the ships officers were morose and unfriendly. The staff assigned to our second sitting dinner table were just the greatest and looked after us really well and helped compensate for all the other shortfalls Celebrity accomplished. Our cabin butler was also fantastic. Nothing was too much trouble for him and he was always cheerful and helpful. The excursions booked through Celebrity were rushed and somewhat disorganised. We always felt under time pressure having to see and experience things in a hurry. The best excursions were the ones we organised ourselves once ashore. The final excursion was a Vancouver city tour before being dropped off at the airport for the journey home. We waited over two hours at the assigned meeting point aboard the ship before disembarking and then another hour clearing customs formalities and awaiting a bus. By the time we got going there was very little time left for the tour so we had a very rushed tour of Vancouver in order to get to the airport on time. NEVER AGAIN WITH CELEBRITY. The after sales service from Celebrity is virtually non-existent. Despite numerous letters and telephone calls they have failed to communicate with us at all. The local UK Customer Service Manager refuses to speak with us on the phone and will not reply to our letters. Customer service just isn't their priority once they've got your money. Read Less
Sail Date: July 2005
After reading other reports it would seem that our experience as first time cruisers on the Summit does not agree with anyone else. We found the atmosphere on board attuned to one object only, that of fleecing their captive customers of ... Read More
After reading other reports it would seem that our experience as first time cruisers on the Summit does not agree with anyone else. We found the atmosphere on board attuned to one object only, that of fleecing their captive customers of their last dollar at every opportunity (hot chocolate at the Hubbard Glacier sir ? $10 - yeah, right). Port excursions were far cheaper when booked ashore (Juneau - Taku Lodge flight/Salmon Bake $244 aboard compared to $180 at the pier). The Alaskan ports were great fun to visit (the object of the cruise) but we were bored rigid on board between ports. The entertainment in the theatre was crass in the extreme, resulting in our leaving each show after 20 minutes. Amateur would just about describe it. I will spare you any comments on the grotesque feeding habits of our fellow passengers The ship was ugly and the internal furnishings banal. Our first cruise will certainly be our last. Value for money?, I'll take Sandals on the Caribbean over the Summit anytime. Read Less
Sail Date: May 2005
I was on the Summit cruise of 5/7. First I want to say the crew was GREAT. To our waiter Bobbo and assistant waitress Tamera, we miss you. I have read many of the comments from people calling many of us cry babies or so what if you were ... Read More
I was on the Summit cruise of 5/7. First I want to say the crew was GREAT. To our waiter Bobbo and assistant waitress Tamera, we miss you. I have read many of the comments from people calling many of us cry babies or so what if you were at sea, you had a cruise experience. The first thing I have to say is if I wanted days at sea, I would have taken a Cruise to Nowhere, out of New York and saved the airfare to the west coast. How much BINGO can one take at $30.00 a pop per person, twice a day ($120.00 a day) when at sea? How much Pictionary, Name That Tune or battle of the sexes trivia can you play? How much time are you going to spend in the pool sailing the North Pacific in May? I have to admit it was funny seeing people on lounge chairs around the pool dressed from head to toe and with a blanket. How many drinks can you down (at 5.95 to 9.95 per drink plus 15% gratuity) a day. I did enjoy the Martini Sampler Special they had twice during the cruise. Six varieties of martinis at 2 oz. each. After a couple of specials you forget about the rest of the day! Did I mention the Wine Auction, the Art Auction or the diamond and jade specials, how about the gold chain by the inch, starting at 99 cents per inch! If that does not interest you, the Casino is open when we are not in Port. This cruise was doomed from day one! I was told the ship got in late from Hawaii. When we went to board the ship, we had to go up an escalator and at the top was an enclosed area with a doorway going out to a walkway that led to the gangplank to board the ship. The line backed up and people piled on top of each other at the top of the escalator. People were screaming for help and to stop the escalator. Two people were cut up and hurt pretty badly. Celebrity had no personnel at the top of the escalator. A few days later we were talking to one of the people hurt and they told us Celebrity tried charging them $300.00 for medical care!! After we left port later that night, one of the crew members I was talking to told me they had a problem with the ship coming back from Hawaii and that is why they were late. We were to dock in San Francisco on Tuesday at 8 am, but on Monday night the Captain announced we would be docking at 12 am due to some maintenance needed. SF was nice and we were supposed to leave at 6 pm. We sat at the dock in San Francisco till about 7:00, when there was an announcement that it would be another hour till we left. The ship FINALLY left a little after 8:00 pm. Late Wed. morning the Captain announced that due to a bearing problem we would not be docking at Seattle or Sitka because the ship could only due 17.4 knots to be safe instead of 22 knots. Later the Captain stated that Lloyds of London inspected the ship and they were told if they kept the speed of the ship at no more then 17.4 knots per hour they could continue the cruise. The problem with that was at that speed, they could not make all the ports and had to cut time at the rest of the ports. People were very upset and they demanded a meeting. I have to give the Captain credit; he stayed at the meeting until every question was answered. When the captain was asked if he knew about the ship problems while we were in SF, his answer was I would not insult your intelligence and tell you no. When someone got up and asked for a show of hands how many people thought they should get a full refund, the Captain raised his hand. This was all on video tape. This meeting started about 1 pm PT on Tues. May 10. The same day, at 12:16 pm ET (9:16 am our time) it was posted by South Florida Business Journal; Celebrity will dry-dock Summit and cancel May 20 cruise to Alaska. Passengers will be given a full refund AND a FREE CRUISE!! We did not find out about this until the next day. Celebrity gave us a $200.00 credit per cabin. In Ketchikan we left at 2 pm instead of 4 pm so we had to cancel one of our excursions. We arrived in Skagway late. On May 16th we were supposed to arrive in Hubbard Glacier at 9:00 am and stay till 1:00 pm. We did not arrive until 11:00 am and then we never got near the Glacier. The Captain said it was because there was another ship in there and only one at a time could go in. We left there at 1:00 pm. The only way I could see the Glacier was with a pair of binoculars. On May 18th we were suppose to Cruise the Inside Passage. We did not cruise the first 775 miles of the passage, only the last 225 miles. We arrived at that point of the Inside Passage about 9:00 am. The Captain announced that because of the fog, and that we would not be able to see anything, we would sit in the Bay until 5:00 pm when the fog would lift. By 11:00 am the fog lifted, at 3:30 pm the fog rolled back in. We found out that was a lie, the reason we sat there was because they had no pilot to take us in and he would not arrive until 5:00 pm. At 4:52 pm I was standing on our balcony and watched the pilot boat drop off the pilot. He boarded right below me. Then we took off but you could not see more then 60 feet ahead due to fog. Our dinner was 6:00 pm to 8:00 pm. When we left the dinning room the passage was clear so we got to see the Inside Passage for 1 hour then it got dark. There were other things that happened, there were meetings in the grand foyer each day we were out at sea with anywhere from 300 to 600 passengers at each meeting. Over 1000 people signed a petition to join a class action suit. On the last day Celebrity said they were giving us 30% off our next cruise. That means I have to save up the other 70% and the airfare to see what they took away from us. What are the highlights of a cruise to Alaska? The things you can only see from a ship, Hubbards Glacier, the 1000 mile trek along the Inside Passage with wondrous wildlife and waterfalls. Spotting whales and orca and just the natural beauty of it all from your balcony or up on deck. If anyone tries to tell me that Hubbards Glacier and the Inside Passage are days at sea I must say no way, those are spectacular sightseeing days. Why else did we take a cruise? To unpack once, and besides, its impossible to drive from town to town in Alaska. If I had been given the choice of disembarking in SF and taking another cruise, I would have. We saved for 2 years and booked 9 months in advance. I spent 9 months researching as much as I could so that we would have the best experience possible. Unfortunately I did not research Celebrity or the parent Royal Caribbeans corporate treatment of customers. I hope Celebrity does the right thing on their own without having to file the class action suit. Read Less
Celebrity Summit Ratings
Category Editor Member
Cabins 5.0 0.0
Dining 4.0 0.0
Entertainment 4.0 0.0
Public Rooms 4.5 0.0
Fitness Recreation 4.5 0.0
Family 4.0 0.0
Shore Excursion 4.0 0.0
Enrichment 3.5 0.0
Service 4.5 0.0
Value For Money 4.0 0.0
Rates 4.0 0.0

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