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1 Helpful Vote
Sail Date: January 2018
First cruise with Celebrity and the last. We have been cruising for the last 35 years and never struck issues like these - even in older ships and much heavier weather. 6 days before we were due to board, the itinerary was changed due ... Read More
First cruise with Celebrity and the last. We have been cruising for the last 35 years and never struck issues like these - even in older ships and much heavier weather. 6 days before we were due to board, the itinerary was changed due to 'technical issues with the propulsion system". The issue had also been present on the previous cruise so why weren't we told earlier ? As a result, the itinerary was changed and one of the ports (Puerto Madryn) was to be skipped. We were told that we would be reimbursed the cost of 1 day - however 4 weeks later we still haven't received it. We now know that the issue won't be repaired until April, but the cruises will go ahead - presumeably with last minute itinerary changes. I know at least 1 person who has just been sold one of the trips - with the original itinerary. We were very late into Ushuaia and finished our land tour in the dark (10.00pm) - despite it being rushed and cut short by 1 hour. We were unable to visit the museum as it was now closed. We were told it was due to tides (?!) and winds - well the winds went heavy enough to worry a boat with an operation propulsion system! We then didn't stop at the Falklands supposedly due to 'bad weather', we were told the evening before. In reality, the visit had been cancelled much earlier in the day, as some passengers had been contacted from shore by 3:00 pm in the afternoon. It seems likely that with slightly heavier weather, it was necessary to bypass Port Stanley in order to get to Montevideo on time. So we missed 2.5 of the scheduled 4 ports. Embarkation procedures in Buenos Aires were a complete shambles with crowds milling around, no structure, no signs, and a large inoperative loud speaker system. Disembarkation at Ushuaia, was held up because of bunkering on the wharf. Initially, we didn't have hot water in our cabin and a light bulb was out. The cover on one of the beds was torn. At Montevideo, we could disembark from about 7:15, we gather, from watching people go off. However, no announcement was made - so you had to guess. The excuse was that they didn't want to wake people up ( However, they can prevent the announcement from being made in the cabins - so this is another piece of deceit). We had several incorrect bar items on our account as did other travellers - so watch your bar bill like a hawk.Two items that the desk had reversed when I queried them, reappeared 2 days later, as new bar items. We were also charged for higher priced drinks than we had ordered, probably to maximise the gratuity. There were 4 of us and we had booked a table of 8 in the second dining in order to meet other people. This was checked with them several times. However, we were put on a table for 4. When we complained, we were dumped on a table of 10, on our own. The second sitting dining usually took 2.5 hours. Eventually, we requested a change to open seating, and the service, etc improved dramatically. The juice and coffee machines in the Ocean Cafe frequently, ran out. Read Less
1 Helpful Vote
Sail Date: January 2018
As an Elite Captain's Club member on Celebrity Infinity's Antarctica cruise sailing January 22nd from Buenos Aires, I related my disappointment to the Concierge Mr. Hernandez in the Library on the 8th floor. He basically blew me off. I ... Read More
As an Elite Captain's Club member on Celebrity Infinity's Antarctica cruise sailing January 22nd from Buenos Aires, I related my disappointment to the Concierge Mr. Hernandez in the Library on the 8th floor. He basically blew me off. I have already booked 4 cabins on a Celebrity Cruise in the Caribbean next February. I thinking we may need to cancel and change lines. I have not heard one word about my complaints. We only stopped twice in 14 days. The captain did not spin the ship around much and therefore did not get good views of wildlife others saw on the opposite side of the ship. (we were on the Port side). Also the shore excursion in Ushuaia on the Terra Del Fuego, we did not get there when scheduled, instead we were 3 hours late, they piled too many people on some catamarans thru the harbor, could not see anything then we got off at the national park and they proceed to bus us back to town, too late for anything to be open (10:15) with the ship leaving at 11:30. For such an expensive cruise, they did not do a very good job of keeping us entertained. there was little to do on the ship, and the crew was also not prepared for 12 days at sea with only the 2 stops. Corporate was clearly all about the money! So Celebrity what are you going to do for all of us unhappy customers? Trip Advisor and cruise critic are my next stops. Read Less
5 Helpful Votes
Sail Date: January 2018
Chose Antarctica as the trip of a lifetime. Was a totally awful experience : 1. Ship had only one azapod so 72 hours pre-departure we were informed the itinerary was changing as the ship was unable to travel at full speed. 14 day ... Read More
Chose Antarctica as the trip of a lifetime. Was a totally awful experience : 1. Ship had only one azapod so 72 hours pre-departure we were informed the itinerary was changing as the ship was unable to travel at full speed. 14 day itinerary and we lost one of only four land stops. We are due compensation of 1/14th of the cruise cost but this has not been received yet. Worth noting that the ship lists badly as a result of this issue. 2. Arrived in our first port at 17:00 instead of 07:00. This meant that the excursions (>£250 per person) were undertaken in the dark. All shops and restaurants closed when we returned to the port. No compensation offered. 3. Were delayed getting to our second port by one day due to slow speed of ship. This meant we missed a calm day for tendering and were in the middle of a storm on the new arrival day. Couldn't tender. No compensation offered. So far we have been on the ship for over a week and have only been on land for 5 hours. 4. Missed our third port even though technically we should have had enough time to go there as we had also missed our second port. 5. So, on a 14 day cruise we were on land for 12 hours - 5 hours on Day 3 and 7 hours on Day 13 (in a port that was approximately 1.5 hours from the port at which we embarked and were due to disembark a day later). 6. Paid c £470 for internet access for the 2 weeks. It was a JOKE. Had to complain 4 times before they would come and check speed in our cabin. Partial refund offered (only partial because they said we could access it in the communal areas). 7. Meals in the Trellis restaurant were cramped with very small portions and felt very much like a sausage factory - get in, get out as your table is needed for someone else. 8. Overall the ship is tired. Needs a facelift. 9. Playing loud dance music on the outer decks as we were sailing through Antarctica was ABSOLUTELY INAPPROPRIATE. No idea who would want to ruin the serenity with that nonsense. 10. Very little over the counter medication available on board. I caught a bad cold but couldn't buy cough drops or ibuprofen and, because we were not hitting land, wasn't able to buy them at a stop. 11. No binoculars for sale on a wildlife cruise.....despite sending a flier that they were having a binocular sale ! 12. I have complained to Celebrity via our travel agent and also directly with the CEO over Twitter. Their response is that no compensation is due and that my complaint has been 'closed' by them. Overall we spent about £10k and it was the biggest waste of money. I'll never cruise with them again. Read Less
7 Helpful Votes
Sail Date: January 2018
The staff on board were up to Celebrity usual high standards. It appears clear that Celebrity knowingly advertised and sold a product that was unfit for stated purpose since Infinity could not deliver the full itinerary. Celebrity ... Read More
The staff on board were up to Celebrity usual high standards. It appears clear that Celebrity knowingly advertised and sold a product that was unfit for stated purpose since Infinity could not deliver the full itinerary. Celebrity admit that they cancelled Puerto Madryn due to propulsion problems, and we missed Port Stanley because inadequate speed moved the arrival date from 30 Jan (calm) to 31 Jan (stormy). Celebrity received millions from Rolls Royce back in 2010 but have refused to acknowledge our complaints or offer us compensation! I applaud the Captain for appearing in public and speaking with passengers throughout. Miami put him in an impossible position by preventing him from telling us about Port Stanley until long after the decision was known by third party excursion operators. There was no need for the rudeness I observed from some passengers. On the subject of fellow passengers (who really affect cruise enjoyment as much as staff) here are my thoughts: *******************"How to be a selfish cruise passenger." ************************ Whilst the onboard officers and staff were amazing - excellent and polite in every respect, the same cannot be said for many fellow passengers: Day 1 – rush to the library and take out all the books in English. Use 4 pool towels even if you don’t get wet (some of us actually re-use cabin bath towels) Use towels and library books (not your own property) to reserve prime position deck chairs for several hours at a time – or even after you have left the pool deck for the day. Do the same with bags etc in the lounges – tell us ‘you are in OUR chairs, we got up at 4am to camp in this lounge’ when you haven’t been back for 2 hours because you went to lunch! If you are 2 people, sit at a table for 4 or more and tell us that your ‘friends’ are coming when we ask to join you – we know you have no friends! Abuse staff (such as the poor concierge) loudly in the library or tell waiters “I need more coffee” ( it is permissible to use the word please even though they work for minimal wages) Read Less
4 Helpful Votes
Sail Date: January 2018
We wanted to see Antarctica and some ports of call in South America and Mulvenas Is. This was offered by the cruise on CC Infinity. Just before we left Celebrity cancelled Pt Madryn because the vessel was under-powered. What CC did not ... Read More
We wanted to see Antarctica and some ports of call in South America and Mulvenas Is. This was offered by the cruise on CC Infinity. Just before we left Celebrity cancelled Pt Madryn because the vessel was under-powered. What CC did not tell us was that Infinity had been operating for some time under-powered. The whole cruise ran late from the start and Celebrity knew that it would. it reached Ushuai late makiing it impossible to explore the town. It reached Paradise Bay on the Antarctic archipelego, but then continued to run late including into some bad weather. Port Stanley was cancelled. Infinity just made it back to Buenos Aires just in time t\for its next cruise. we estimate we lost at least 2.5days due to an under-powered boat. Celebrity refuses to acknowledge this or reimburse commensurately passengers for this loss. While the staff and crew on-board were excellent, the company stinks and we would not recommend it. Read Less
12 Helpful Votes
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
9 Helpful Votes
Sail Date: January 2018
This was our third cruise to the Antarctica and our first ever cruise with Celebrity. It started out badly when a week before our sailing date we received an email from the company advising that due to trouble with one of the ships ... Read More
This was our third cruise to the Antarctica and our first ever cruise with Celebrity. It started out badly when a week before our sailing date we received an email from the company advising that due to trouble with one of the ships thrusters and subsequent need to reduce cruising speeds the itinerary had to be changed. Accordingly the stop at Porto Madryn was dropped and the times and schedules for other ports were altered. We were assured that our experience in Antarctica would not be affected. This would not prove to be the case. The reduced speed of the ship, never more then 18 mph and a lot less then the stated maximum speed of 28 knots, meant that we from the outset we had little chance of meeting the schedule. Accordingly arrival at Ushuaia was at 4.30pm and not 2pm with impact on excursions'. etc. Originally we were to have from 11am on 27 January until 6pm on 28 January in Antarctica this was changed to 7.30am on the 28th until 2.30pm on the 29th. The same amount of hours but due to the times we were met with a lot of foggy conditions that meant that for the most part our cruising was staring into the fog. Also the ship seemed to speed through the area no doubt to catch up time etc. which exacerbated the situation. During on-board talks we were given the impression that we would be able to see both the Chilean outpost and also Deception Bay where there are usually large penguin colonies. For whatever reason this did not happen. Elephant Island consisted at staring into the fog for about 90 minutes until it lifted enough so that we could at least see part of it before sailing about an hour earlier back into Drakes Passage. Again if the original schedule was maintained I think that our time in the peninsular would have been a lot different. Next disappointment was that due to bad weather the stop at the Falklands Island was cancelled. Again being a day out on our schedule who knows if the situation would have different. This further disappointment almost prompted a mutiny among about a quarter ofd the passengers with there being a large meeting held and a petition presented. Upshot was that we had 10 day sea days in a row and some 13 sea days in total. I know for Celebrity kit was a case of dammed if you do go ahead with the cruise and dammed if you don't. Overall the experience left a bad taste in a lot of passengers mouths. Having said all that the crew were excellent throughout. The activities provided although good were strained due to the number of sea days. We found the ships library small for such a large vessel and there were no board games provided. Food was good unless you were a vegetarian. I think all cruise lines have the same menu in the main restaurants. The on board speakers were more like enthusiastic amateurs then the been there done that got the t shirt experts I have seen on our other cruises. Then there are the little things that Celebrity don't do that others do, like fresh fruit in the cabins, having your bags placed on the bed and not left in the hallway on embarkation, port maps. The layout of the ship meant that there was deck that you could walk around without having to go indoors or climb up or down stairs. A promenade deck would be nice. Embarkation and disembarkation went smoothly. I could go on and no doubt others will. Overall rating would be close but not good enough and although the weather played apart the ships mechanical problems and resultant change of schedule were equally to blame. Another Celebrity cruise? No I don't think so. Read Less
13 Helpful Votes
Sail Date: January 2018
We had heard great things about Antarctica from fellow cruisers on a Holland America ship, so we booked the January 21 sailing on Celebrity Infinity. There were many good things to report. - Antarctica was beautiful - Great port ... Read More
We had heard great things about Antarctica from fellow cruisers on a Holland America ship, so we booked the January 21 sailing on Celebrity Infinity. There were many good things to report. - Antarctica was beautiful - Great port lectures - Staff was uniformly excellent - Good food - Enjoyable entertainment The ship is somewhat tired. Not in bad shape, but a clear step down from other ships/cruise lines we have sailed recently. Needs a major overhaul or retirement to be first class. Not a big issue, but takes the edge off the experience. The truly bad was that the ship had lost 1/2 of its propulsion. There are 2 units and only one worked. While the ship can function with one, it has to go slower, has no reserve power to compensate for problems and would completely disabled if the remaining unit failed. (Clearly they do fail as one had on the prior cruise.) Yes, a modern jet can fly with one engine, but they never leave the ground unless both are working. A good approach for a ship? Besides the safety problem, the ship was only able to make 2 of its scheduled ports and one of the ports was had arrival much later than planned. Nothing like a scenic tour in the twilight. One port was cancelled prior to departure and Celebrity gave us a refund for 1/14 of our cruise fare (one night of a 14 day cruise). This was purely based on the cruise fare so things like airfare cost weren't considered. The second missed port was the Falklands. It had been delayed a day due to the slower ship. The revised day had bad weather and we couldn't tender. We would have made it the prior day and the weather was OK. So the broken ship was the problem (but not according the Celebrity as it is cheaper to blame the weather). With our broken ship, we couldn't make any other substitute ports even with all those sea days available. We were looking forward to the two missed ports and think we would have been better off if they had cancelled the cruise. (An April cruise has been cancelled to allow the ship to go into dry dock for repairs. The ship was good enough for our cruise but not cruises starting in April?) Most cruisers (particularly this older crowd) are pretty easygoing. The number of VERY upset people was amazing. That says a lot by itself. After complaining, no compensation is being offered other than the 1/14th mentioned above. The bottom line is that Celebrity thinks it is OK to charge a premium price to sail on a ship that is broken. I don't share their view so I will not be sailing with them again. Maybe my mistake was only listening to the stories about Antarctica from my friends on Holland America and not paid attention to the cruise line they were on. Read Less
9 Helpful Votes
Sail Date: January 2018
Ship is tired, crew is great. Trellis dining room food good but service inconsistent. Ocean view Cafe always crowded, not enough seating and food average. Difficult to manage with a cold weather itinerary. Were 4 ports scheduled. One ... Read More
Ship is tired, crew is great. Trellis dining room food good but service inconsistent. Ocean view Cafe always crowded, not enough seating and food average. Difficult to manage with a cold weather itinerary. Were 4 ports scheduled. One port cancelled before sailing with 1 day refund due to ship propulsion issues, Puerto Madryn (penguins). Ushuaia arrival at 4:30 pm to 2 am. Shore excursions out after dark, town closed not a full value stop again delayed due to ship issue. Falkland Islands stop cancelled due to weather on rescheduled day due to ship issue. No flexibility in travel so more sea days. 2 ports on a 14 night cruise. Arrived Montevideo, last stop at 6 am, 2 hours early. Big deal, who wants to go out at 6am? Celebrity needs to give additional refunds due to their known propulsion issues and the effect it had on the trip. Passengers were very upset. Entertainment is mixed. Cruise Director makes the day, Alejandro. Most entertainers focused on older music with little current. Understand the mix is difficult to obtain but needs to be a little more focused on those “slightly younger”. MickeyLive is the best value on the ship with his lectures and active meetings. He really does a great job and Celebrity is lucky to have him and his energy on the ship. Read Less
Celebrity Infinity Ratings
Category Editor Member
Cabins 4.0 4.1
Dining 5.0 4.0
Entertainment 4.0 3.9
Public Rooms 4.0 4.3
Fitness Recreation 4.0 4.0
Family 3.0 4.0
Shore Excursion 3.0 3.7
Enrichment 3.0 3.8
Service 4.0 4.4
Value For Money 4.0 3.8
Rates 4.0 4.1

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