1. Home
  2. Cruise Reviews
  3. Celestyal Olympia
We boarded on Friday June 22nd. We entered our room (2039) and realized the floor was wet and there was an odor of mold. We called the front desk and they sent someone with a blower to dry it. I then realized the lower bed was wet. Not sure if this was related to the problem on the floor or if someone sat on it with a wet bathing suit and the housekeepers never bothered to put fresh sheets on the bed! Unacceptable either way!! My son then decided to take a shower and the entire floor was sopping wet! I called again asking to be moved to a new room and they repeatedly told me there was nothing! We decided to handle the problem in person so went down to the desk and said we would not stay in that room as our son has asthma that could be triggered by his mold allergy. We were told again and again there was nothing available but we refused that unacceptable room adamantly!! Finally they found an interior cabin (2114) which was fine and they told us we could have it until Sunday at 7:00am . Friday night at 11pm just as I was ready to go to bed in our new room they put a note under my door saying room 2039 was ready any time I wanted to return to it. Luckily I didn't move. The next morning we went to 2039 and a man was in there working on a broken pipe!! How that is ready to go back to I don't know! The odor persisted. We probably went to the desk 3 times on Saturday trying to get an answer as to where we would go on Sunday at 7am, everybody including Oksana gave us the runaround and wouldn't tell us. We told them there was no way we were going back to 2039! What they didn't seem to understand is that the carpet needed to be ripped up and replaced. Mold is something that should be taken very seriously and obviously they didn't get it. Saturday evening as again I was just going to bed at 11pm they put a note under my door saying I had to vacate 2114 by 7am. I was furious! All day I tried to get an answer to no avail. We had an excursion planned and had to be off the ship by 6:45 am on Sunday. At close to midnight on Saturday we found ourselves once again arguing with them at the front desk. They made us pack our bags and said they would move them to a new room by the time we got back from our excursion. This was a huge inconvenience at midnight!! We came back from our excursion and they said now we could stay in 2114 until our stop in Santorini. No one seemed to know what they were doing!! Meanwhile everything was packed. We came back from Santorini at 10pm on Sunday night and the general manager I believe Zlata Dukic or Martine Barbier ( the passenger services supervisor) finally got ahold of what was going on and put us in a suite. Earlier that day they gave us a pass to the more upscale dining, free wifi, and a bridge visit if we wanted it . Although it was a nice gesture at this point the damage was done. They had ruined our vacation with the constant fighting and begging with the front desk. I felt as if we spent more time fighting with the front desk than enjoying our vacation. We moved rooms 3 times during a 4 day cruise. We spent less than 12 hours in the suite because we had to vacate our rooms by 7am on Monday to disembark. One of the most upsetting parts was being informed via letter at 11pm that we had to move rooms. I can't imagine poorer customer service. It was as if on Sunday they finally realized they had failed at basic service quality standards. A dry clean room would be one of them. I will never set foot on a cruise run by them ever again !! I will be posting my experience on trip advisor because the public needs to be aware. I guarantee you they put some poor unsuspecting passenger back in to 2039 mold and all! This was my 11th cruise and never have I experienced conditions like this! Celestyal needs to be made aware that people pay money expecting comfort and satisfaction, they failed miserably!!

Awful, failed at basic standards of service!

Celestyal Olympia Cruise Review by rednurse

8 people found this helpful
Trip Details
  • Sail Date: June 2018
  • Destination: Greece
We boarded on Friday June 22nd. We entered our room (2039) and realized the floor was wet and there was an odor of mold. We called the front desk and they sent someone with a blower to dry it. I then realized the lower bed was wet. Not sure if this was related to the problem on the floor or if someone sat on it with a wet bathing suit and the housekeepers never bothered to put fresh sheets on the bed! Unacceptable either way!! My son then decided to take a shower and the entire floor was sopping wet! I called again asking to be moved to a new room and they repeatedly told me there was nothing! We decided to handle the problem in person so went down to the desk and said we would not stay in that room as our son has asthma that could be triggered by his mold allergy. We were told again and again there was nothing available but we refused that unacceptable room adamantly!! Finally they found an interior cabin (2114) which was fine and they told us we could have it until Sunday at 7:00am .

Friday night at 11pm just as I was ready to go to bed in our new room they put a note under my door saying room 2039 was ready any time I wanted to return to it. Luckily I didn't move. The next morning we went to 2039 and a man was in there working on a broken pipe!! How that is ready to go back to I don't know! The odor persisted. We probably went to the desk 3 times on Saturday trying to get an answer as to where we would go on Sunday at 7am, everybody including Oksana gave us the runaround and wouldn't tell us. We told them there was no way we were going back to 2039! What they didn't seem to understand is that the carpet needed to be ripped up and replaced. Mold is something that should be taken very seriously and obviously they didn't get it. Saturday evening as again I was just going to bed at 11pm they put a note under my door saying I had to vacate 2114 by 7am. I was furious! All day I tried to get an answer to no avail. We had an excursion planned and had to be off the ship by 6:45 am on Sunday. At close to midnight on Saturday we found ourselves once again arguing with them at the front desk. They made us pack our bags and said they would move them to a new room by the time we got back from our excursion. This was a huge inconvenience at midnight!! We came back from our excursion and they said now we could stay in 2114 until our stop in Santorini. No one seemed to know what they were doing!! Meanwhile everything was packed. We came back from Santorini at 10pm on Sunday night and the general manager I believe Zlata Dukic or Martine Barbier ( the passenger services supervisor) finally got ahold of what was going on and put us in a suite. Earlier that day they gave us a pass to the more upscale dining, free wifi, and a bridge visit if we wanted it . Although it was a nice gesture at this point the damage was done. They had ruined our vacation with the constant fighting and begging with the front desk. I felt as if we spent more time fighting with the front desk than enjoying our vacation. We moved rooms 3 times during a 4 day cruise. We spent less than 12 hours in the suite because we had to vacate our rooms by 7am on Monday to disembark. One of the most upsetting parts was being informed via letter at 11pm that we had to move rooms. I can't imagine poorer customer service. It was as if on Sunday they finally realized they had failed at basic service quality standards. A dry clean room would be one of them. I will never set foot on a cruise run by them ever again !! I will be posting my experience on trip advisor because the public needs to be aware. I guarantee you they put some poor unsuspecting passenger back in to 2039 mold and all! This was my 11th cruise and never have I experienced conditions like this! Celestyal needs to be made aware that people pay money expecting comfort and satisfaction, they failed miserably!!
Celestyal Cruises 1, Passenger Services @Celestyal Cruises has responded
Thank you for taking the time to share your experience on board the Olympia. We appreciate your feedback and opinion, for us to continue upgrading our products. Every passenger’s feedback is of great value to us and your remarks will be forwarded to the appropriate departments. We hope to welcome you again on board our vessels for a better experience.
This response is the subjective opinion of the management representative and not of The Independent Traveler, Inc.
rednurse’s Full Rating Summary
Enrichment Activities
Value For Money
Embarkation
Dining
Public Rooms
Entertainment
Cabin
Fitness & Recreation
Shore Excursions
Service
Onboard Experience
Free Price Drop Alerts
Get Celestyal Olympia price drops
250,000+ people have entered their email