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As Celebrity Elite members, and having sailed on most of the major cruise lines that market to customers in the U.S., we are sad to report that there were too many issues we encountered on this cruise to recommend Celebrity. The bottom-line: not one issue with the staff on the Reflection (that's saying something on a 16-day cruise!); the key issue was the quality of the management team. Truly poor sense of customer service. We are hoping that this is simply a failure of the management staff on this cruise on the Reflection and not a general degradation indicate of the Celebrity brand. We would add that many of our observations were reinforced by discussions with fellow passengers. Just a few specifics that led to our conclusion: - Surprised at the overlapping events (e.g. Elite wine tasting at essentially the same time as one of the open wine tastings). Brought to the attention of a senior officer. Her reply: "Well, each department plans its own activities; these things happen." Hmmmm....how about having someone coordinate among department? - Left two separate voicemails for the Elite Manager; one not returned; second returned two days later (too late to deal with the issue we presented in the voicemail). - Manager of computer/Internet office. We had a connection problem (we are both in IT); the manager had no idea what to do, gave us erroneous information and was remarkably rude ("that is your opinion" response when he stated a surprisingly inaccurate assessment of the root cause of our problem). - Terrible planning for performances in the Grand Foyer of the ship. One of the better nightly performances was scheduled here; far too crowded due to the huge turnout; people started to get testy; we decided to leave. Further, 16 nights and only 3 production performances. - Only one of the three enrichment speakers were top notch; limited attendance for the other two; hard to get into the lounge for the one good speaker. - The Cruise Director (considered a senior officer) was never seen "around and about" for the 16 days. His colorful socks and repeated "I love you" mantra became old...very quickly! - Room Service Manager - rude and clearly communicated his disdain for his customers; did not like the fact that we ordered form the dining menu. - Elites have three free drinks using coupons for a two hour period every night at only 3 bars. Approximately one-third of cruisers were Elite members. Picture the seating and service issues! Quickly management had to change the hours of service due to crowding and conflicts with the early dinner seating (no notification of the change in hours was given). Reflection: Recent upgrade was noticeable; overall, excellent ship. Dining: Service was slow; after second night we did not return and opted for the buffet and room service. Food: limited variety in the buffet; however, quality was good. Shore Excursions: only scheduled one (we plan our own excursions); logistics and experience was good. Cabin (Veranda, 1B, 9193): standard; no issues; room steward and assistant were excellent. Activities: far too limited for a 16-day cruise with 7 consecutive sea days. Embarkation/Disembarkation: excellent. Wine tastings on sea days: plenty but far too expensive; most were poorly attended. Specialty restaurants: poorly attended; likely due to costs for several. Workout Room: crowded at times but waits were short; adequate equipment. Villefranche We found one shore excursion gem we thought we would share. We researched car rental companies and came across Easy Car Rental in Villefranche (http://www.easycarbooking.com). Renting cars in Europe can at times be challenging, so we were pleasently surprised with the excellent service we received. Eva from Easy Car met us at the dock where we exited the tender from the ship, had our car parked within walking distance and all the paperwork ready. She helped us with our itinerary for the day and even arranged to be available when we returned. We recommend them highly.

Great Ship, Great Itinerary, Great Staff; Major Issue: Management

Celebrity Reflection Cruise Review by Pat & Joe

11 people found this helpful
Trip Details
  • Sail Date: April 2016
  • Destination: Transatlantic
  • Cabin Type: Deluxe Ocean View with Verandah
As Celebrity Elite members, and having sailed on most of the major cruise lines that market to customers in the U.S., we are sad to report that there were too many issues we encountered on this cruise to recommend Celebrity. The bottom-line: not one issue with the staff on the Reflection (that's saying something on a 16-day cruise!); the key issue was the quality of the management team. Truly poor sense of customer service. We are hoping that this is simply a failure of the management staff on this cruise on the Reflection and not a general degradation indicate of the Celebrity brand. We would add that many of our observations were reinforced by discussions with fellow passengers.

Just a few specifics that led to our conclusion:

- Surprised at the overlapping events (e.g. Elite wine tasting at essentially the same time as one of the open wine tastings). Brought to the attention of a senior officer. Her reply: "Well, each department plans its own activities; these things happen." Hmmmm....how about having someone coordinate among department?

- Left two separate voicemails for the Elite Manager; one not returned; second returned two days later (too late to deal with the issue we presented in the voicemail).

- Manager of computer/Internet office. We had a connection problem (we are both in IT); the manager had no idea what to do, gave us erroneous information and was remarkably rude ("that is your opinion" response when he stated a surprisingly inaccurate assessment of the root cause of our problem).

- Terrible planning for performances in the Grand Foyer of the ship. One of the better nightly performances was scheduled here; far too crowded due to the huge turnout; people started to get testy; we decided to leave. Further, 16 nights and only 3 production performances.

- Only one of the three enrichment speakers were top notch; limited attendance for the other two; hard to get into the lounge for the one good speaker.

- The Cruise Director (considered a senior officer) was never seen "around and about" for the 16 days. His colorful socks and repeated "I love you" mantra became old...very quickly!

- Room Service Manager - rude and clearly communicated his disdain for his customers; did not like the fact that we ordered form the dining menu.

- Elites have three free drinks using coupons for a two hour period every night at only 3 bars. Approximately one-third of cruisers were Elite members. Picture the seating and service issues! Quickly management had to change the hours of service due to crowding and conflicts with the early dinner seating (no notification of the change in hours was given).

Reflection: Recent upgrade was noticeable; overall, excellent ship.

Dining: Service was slow; after second night we did not return and opted for the buffet and room service.

Food: limited variety in the buffet; however, quality was good.

Shore Excursions: only scheduled one (we plan our own excursions); logistics and experience was good.

Cabin (Veranda, 1B, 9193): standard; no issues; room steward and assistant were excellent.

Activities: far too limited for a 16-day cruise with 7 consecutive sea days.

Embarkation/Disembarkation: excellent.

Wine tastings on sea days: plenty but far too expensive; most were poorly attended.

Specialty restaurants: poorly attended; likely due to costs for several.

Workout Room: crowded at times but waits were short; adequate equipment.

Villefranche

We found one shore excursion gem we thought we would share. We researched car rental companies and came across Easy Car Rental in Villefranche (http://www.easycarbooking.com). Renting cars in Europe can at times be challenging, so we were pleasently surprised with the excellent service we received. Eva from Easy Car met us at the dock where we exited the tender from the ship, had our car parked within walking distance and all the paperwork ready. She helped us with our itinerary for the day and even arranged to be available when we returned. We recommend them highly.
Pat & Joe’s Full Rating Summary
Enrichment Activities
Value For Money
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