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Have just returned from this cruise, billed to visit New York and Bermuda (both with overnights in port) before finishing at Port Canaveral, then Miami. We were diverted because of bad weather on the Atlantic, calling first at Madeira instead, then New York (2 days late), missing out Bermuda altogether. It's my guess that the majority of passengers booked this cruise on the strength of it visiting Bermuda; most people from the UK have been to Madeira (probably a number of times) so an afternoon call there (because that is all we got) was no substitute for the loss of an overnight in Bermuda. The first mistake Celebrity made was that a few passengers were actually notified of this change in itinerary at check-in, although what good it did is anybody's guess because they didn't say we could cancel and get our money back! Most passengers didn't even know of the itinerary change until they learned it from others once on board. The 2 day delay in arrival in New York meant that we lost money on theatre tickets and Top-of-the-Rock tickets we had pre-booked. I make no suggestion that Celebrity should have compensated us for this loss but I found out later (when it was already too late) that a number of passengers who ranted at Guest Relations on the first day were allowed to use the telephone on board to re-arrange their theatre tickets etc. No-one told us we might do this. Mistake no.2. The third mistake Celebrity made was that, even though the weather is not their fault, it has been a tradition on cruise ships that, if passengers are disappointed by not making a port, something is done on board to make them feel a bit better about it - like a special party, free drinks, or (dare I even utter the words) a nominal refund! They did nothing extra, apart from announce proudly that our stay in New York would be extended by 2 hours until 8pm the second day - no use whatever to go to the theatre for instance. Midnight would have been worth something but no. We've travelled on Eclipse twice before and had a wonderfull time; Equinox too, twice. But this time, the food was just the same as before - the menus haven't been changed in at least two years (and then, not for the better) and the regional additions to the Favourites Menu included Irish Stew and Chicken Tikka Masala - hardly what you would associate with sophisticated dining, since you can order them in any pub in the UK! Even the lamb was lacklustre - even tough and grisly at times - but even an expression of discontent was not enough to get the Assistant Maitre d' to visit our table. In the past, the faintest whiff of unhappiness with the food would have them in fits to please you but not this time. Mistake No.4. We dined in Murano one night. In the past, we've thoroughly enjoyed the food and skilled service but on Eclipse, the service was inexperienced and as if learned from a script. A potato croquette was served in a upside-down plastic glass as an "amuse bouche" and we nearly laughed out loud. I have a whole bag of them at home in my freezer! Even the pastry around the Diver Scallop Wellington style was soggy. Sadly, not an experience I want to repeat. Mistakes Nos 5 & 6. Poached eggs cold in middle and improperly cooked in the Oceanview Cafe on three occasions. Again, a complaint brought no follow-up from Guest Relations, as it would have done in the past. Mistakes 7 & 8. One upon a time, I used to say that the thing that marked out Celebrity from other lines was that, if a passenger complained, provided there was some justification, they would not be content until that passenger was pleased again. It seems to me that the bean-counters have been at work, trimming things here and there, cutting corners and changing the protocols regarding how to be "nice" to a disgruntled passenger. Is it time to start looking elsewhere for the quality and standards that Celebrity claim to offer but repeatedly failed to do on this cruise?

Broadway & Beaches? Celebrity Foul-up Big Time

Celebrity Eclipse Cruise Review by CaptainMartini

2 people found this helpful
Trip Details
  • Sail Date: November 2014
  • Destination: Transatlantic
  • Cabin Type: Sky Suite
Have just returned from this cruise, billed to visit New York and Bermuda (both with overnights in port) before finishing at Port Canaveral, then Miami. We were diverted because of bad weather on the Atlantic, calling first at Madeira instead, then New York (2 days late), missing out Bermuda altogether. It's my guess that the majority of passengers booked this cruise on the strength of it visiting Bermuda; most people from the UK have been to Madeira (probably a number of times) so an afternoon call there (because that is all we got) was no substitute for the loss of an overnight in Bermuda.
The first mistake Celebrity made was that a few passengers were actually notified of this change in itinerary at check-in, although what good it did is anybody's guess because they didn't say we could cancel and get our money back! Most passengers didn't even know of the itinerary change until they learned it from others once on board.
The 2 day delay in arrival in New York meant that we lost money on theatre tickets and Top-of-the-Rock tickets we had pre-booked. I make no suggestion that Celebrity should have compensated us for this loss but I found out later (when it was already too late) that a number of passengers who ranted at Guest Relations on the first day were allowed to use the telephone on board to re-arrange their theatre tickets etc. No-one told us we might do this. Mistake no.2.
The third mistake Celebrity made was that, even though the weather is not their fault, it has been a tradition on cruise ships that, if passengers are disappointed by not making a port, something is done on board to make them feel a bit better about it - like a special party, free drinks, or (dare I even utter the words) a nominal refund! They did nothing extra, apart from announce proudly that our stay in New York would be extended by 2 hours until 8pm the second day - no use whatever to go to the theatre for instance. Midnight would have been worth something but no.
We've travelled on Eclipse twice before and had a wonderfull time; Equinox too, twice. But this time, the food was just the same as before - the menus haven't been changed in at least two years (and then, not for the better) and the regional additions to the Favourites Menu included Irish Stew and Chicken Tikka Masala - hardly what you would associate with sophisticated dining, since you can order them in any pub in the UK! Even the lamb was lacklustre - even tough and grisly at times - but even an expression of discontent was not enough to get the Assistant Maitre d' to visit our table. In the past, the faintest whiff of unhappiness with the food would have them in fits to please you but not this time. Mistake No.4.
We dined in Murano one night. In the past, we've thoroughly enjoyed the food and skilled service but on Eclipse, the service was inexperienced and as if learned from a script. A potato croquette was served in a upside-down plastic glass as an "amuse bouche" and we nearly laughed out loud. I have a whole bag of them at home in my freezer! Even the pastry around the Diver Scallop Wellington style was soggy. Sadly, not an experience I want to repeat. Mistakes Nos 5 & 6.
Poached eggs cold in middle and improperly cooked in the Oceanview Cafe on three occasions. Again, a complaint brought no follow-up from Guest Relations, as it would have done in the past. Mistakes 7 & 8.
One upon a time, I used to say that the thing that marked out Celebrity from other lines was that, if a passenger complained, provided there was some justification, they would not be content until that passenger was pleased again. It seems to me that the bean-counters have been at work, trimming things here and there, cutting corners and changing the protocols regarding how to be "nice" to a disgruntled passenger.
Is it time to start looking elsewhere for the quality and standards that Celebrity claim to offer but repeatedly failed to do on this cruise?
CaptainMartini’s Full Rating Summary
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Cabin Review

Sky Suite
Cabin S1 1403
Apart from the pole in the middle of the cabin (!) it's really nice, with a large balcony and a huge porthole-style window on the side. There's a full-size bath with good shower, and room enough in the wardrobe and drawers for a third adult passenger, which makes it excellent value. The roll-out double bed from the settee unit has a slightly thin matress, unlike the main bed(s) but it's ok as long as the third person is not a really heavy one!You get evening hors d'oeuvres and a butler service which includes afternoon tea in your suite. You also get 2 complimentary goes in the speciality restaurants - that's worth up to $80 per passenger, for starters!And your butler will reserve best seats for you at all the main production shows on Formal Nights.
Resort Deck Balcony Cabins, Suite Cabins