A Modern Disaster in Customer Service : Celebrity Summit Cruise Review by docoliver

Celebrity Summit 1
Member Since 2009

Overall Member Rating

A Modern Disaster in Customer Service

Sail Date: April 2012
Destination: Southern Caribbean
Embarkation: San Juan
I will start summarizing that this rather luxurious ship has unfortunately been submerged in the culture of its parent company "Royal Caribbean". So, instead of having had a luxury experience where all your needs are anticipated, you are in a culture were all your needs are ignored and even suite guests are treated like they are subordinates of Royal Caribbean International during the vacation.

Embarkation: Took us about 45minutes from port to ship. We arrived around 4PM when the line has calmed down a bit. First we stood in line to drop the luggage along with everyone else; at this point there was no preference to suite class passengers. Only after we passed TSA we reached another line dedicated to suite class passengers. A company representative came and removed us from the line and placed us in front of the regular line but behind a family that was checking in from the regular cabins; that's where we spent another 15 minutes. Ironically our in-laws who were in concierge More class completed the process way faster than we did. Subsequently, after many id checks we made it to the ship.

The restaurants:

Cosmopolitan (Main dining room): Of the 3 nights that I dined there, 2 I ordered filet mignon medium rare and it arrived medium well. The service was sloppy and the food was nothing special. To give you an example, on our last day we ordered vegetable curry just to find out that it was made out of canned mixed vegetables.

Normandie: Much better dining option than the main dining room. It would certainly be better regarded at as an International restaurant than French or Mediterranean. Do not expect a Michelin experience here. The service is probably what you would expect at Cosmopolitan, definitely not flawless but otherwise acceptable. The portions are American as well as the taste. The wine pairing was adequate.

Quisine: This restaurant is the best culinary experience the ship has to offer. Outstanding presentation, creativity and taste. Definitely international and creative. Should not be missed.

Bistro on 5: Nice crepes, good value for $5 when compared to the other specialty restaurants in the ship. On my first visit, the place was empty and the waitress took 10 minutes to arrive and take our order; this only after her supervisor mentioned to her that we had been waiting for quite a while without service.

Windfall Cafe: This is the buffet restaurant. Not bad. Probably a slight notch above your neighborhood $7 all you can eat buffet experience.

Debarkation: We were invited to debark at 8:30AM. 45 minutes later (after spending 30 minutes in a line thought US Customs, we were done.

Overall the service throughout the ship is very rough. For example, only half of the time did a waiter approach me upon sitting on a table to have a meal to ask me if I wanted a drink and after they did it took forever for the drink to arrive. Overall, the customer service culture of the ship was a total disaster.

The Gym attendants (personal trainers) were the only personnel who we found professional and up to the level that we had expected. The spa attendants were also nice, the only pity is that after you are relaxed by a massage, they make you sit through a 5 minute talk to try to sell you the Elemis spa products. Definitely my impression of Celebrity cruises was far from 5 star, far from luxurious and a total disaster.

Will definitely recommend The Yachts of Seabourn for anyone who looks forward to vacation time as a period for care free travel. I would not recommend Celebrity Cruises to any friend nor intend to travel again with them in the future. Less

Published 04/10/12

Cabin review: S26117 Sky Suite 2

There were some differences between the Sky Suite and Concierge Class. The concierge class room has wooden and mirrored walls, a more splendid balcony, a bath tub and marble bathroom finishes. What they say about the tub/shower area being high is true. A 6' 2" person will probably hit the ceiling often times and someone 6'3" or taller would probably not fit in the shower. The butler was a real parody of suite service. He was really a very nice person and I can assure you he did the best he could; however, he was not properly trained in how things should be handled at a 5 star level. There was no espresso machine, unlike my mother's concierge cabin; we did not get the fresh daily flowers, the binoculars, etc. Other than during breakfast when the butler served breakfast in a very timely fashion, room service would take approximately one hour to arrive. The cabin was not cleaned impeccably (stains on the mirrors persisted during the entire cruise). Towel service was not outstanding. They close the mini-bar for the last night of the cruise and will not refill-your ice during that night either. For the first night, we were offered a free dinner at The Normandie restaurant as were all the suite guests.

Read All Sky Suite 2 (S2) Reviews >>
Read more Celebrity Summit cruise reviews >>
Read Cruise Critic’s Celebrity Summit Review >>

Compare Prices on Celebrity Summit Southern Caribbean Cruises

Member Since 2009
Enrichment Activities
Family & Children
Fitness & Recreation
Onboard Experience
Public Rooms
Shore Excursions
Value for Money
Skip X

See Celebrity Summit deals up to 82% off:

October Deals
Celebrity Summit 79% Loved It

6 Night Eastern Caribbean Cruise
See all Celebrity Summit Deals >>