Having run a travel business for almost a decade, I am always interested to see just how those in the travel and hospitality industry deliver customer service when I travel myself. Given the scale and complexity of the Celebrity operation. that they are able to get so much right, so often is, in my opinion, remarkable. People are the cherry on the cake of any holiday experience, and Celebrity have chosen well for this ship. They work hard, have energy, personality, and a sense of fun that energises the cruising experience. The feeling of genuine hospitality, when there are constant demands to generate income from guests by the selling of onboard goods and services must be a hard balance to achieve, but my experience is that on the whole they have got it right. The new plans for an enhanced suite experience ( effective in April 2015 ) to achieve a greater market share of the premium crusing market have a subtle, but noticeable effect on the onboard experience, with more areas now exclusive to Celebrity suite and above guests. Opus restaurant has now been reduced in size to incorporate an exclusive restaurant ( Lumineaux ) and Michaels club is now similarly for the use of suite guests only, as is one of the beaches on Labadee, the cruise line's private beach stop on Haiti.
Much of the ships meat and fish is frozen, and sourced in the USA, and that has to reflect on the quality of dining onboard to an extent. Having said that, my experience is that food quality was very good throughout the ship, not exceptional though. I found the experience in Murano one of style over substance, but it remains a memorable evening.
Reflections captain for me strikes an excellent balance between being available and personable, whilst not feeling the need to become part of the entertainment team, something that seems to be becoming a trend on some lines. He instills a sense that you are in very safe hands, and that is a good feeling aboard a cruise ship.