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Celebrity Reflection Cruise Review
5.0 / 5.0
Cruise Critic Editor Rating
1,874 Reviews

Bungling guest services staff disappoints but rest of staff and cruise fantastic

Celebrity Reflection Cruise Review by jrgray

16 people found this helpful
Trip Details
  • Sail Date: Aug 2019
  • Destination: the British Isles & Western Europe
  • Cabin Type: Concierge Class 3

We had read so many great reviews of Celebrity so we decided to try them after cruising on three other lines.

We were "upgraded" to concierge two days before our cruise. So now our luggage tags were wrong and we had to find a business center to print them when we got to Amsterdam. Concierge is promised priority delivery but our bags arrived much later than anyone else's on our floor. The concierge embarkation area was the same plastic chairs and the only refreshment was a water jug that was empty. Hardly "special"

When we arrived in the room, we had documents for another family, all in Spanish, and only two of our excursion tickets. Had to stand in long line at guest.services who didn't seem to understand when I explained the tickets were missing.

We never got our invite to the Connections party despite talking to GS and Concierge. Who knows what else we missed. Our stateroom host had another family's name on his list. He was great after we explained to him we were not the Spanish speakers he was expecting. We later spoke to the cruise director and he also had another family listed for our room. Both the cruise director and Concierge said they would address the issue but we still had calls in Spanish coming from staff throughout the week and our daughter didn't get any kids club information either.

The coup de grace was when our daughter's charging privileges were disabled and we went to GS for help. The rep pulled up the account and said "everything is fine". We said the charge was just denied upstairs and the rep said she "updated our account" without touching her computer again. When we said she didn't do anything, she said "I can't help you" and stormed away. Another rep came over, consulted with another staff member, updated the charging and ran a test charge. Why the first person refused to help is unknown.

But other than Guest Services, the rest of the staff was fantastic. Our serving team was quick and efficient and got our orders right, even having drinks on the table each night before we arrived. The bar staff is incredible. Very fast and friendly, particularly Imade and Budi at the Martini Bar and the staff at the pool bar.

The non-Celebrity entertainers skewed old with a lot of swing music. The Celebrity dancers, singers and aeralists were very good and sang a lot of modern music to make up for all the swing. The cruise entertainment staff worked hard to have fun activities but the layout of the ship caused issues with dance parties as the Grand Foyer was not big enough for all of the people who wanted to dance.

One other thing to note is events listed in the app and printed dailies are moved or times are changed and the app is not updated. Menus in app were also different sometimes from the actual restaurant menu.,

jrgray's Full Rating Summary
Onboard Experience
Enrichment Activities
Value For Money
Public Rooms
Fitness & Recreation
Shore Excursions
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Cabin Review

Concierge Class 3
Cabin C3 1635

Cabin was the typical verandah cabin. Very little storage available. The area over the bed was useful, but not for my short(er) daughter and wife. And things tended to fall out when the door was opened. Only three electrical outlets, all at the desk and none near the bed. Only outlet in bathroom was way up high on the ceiling.

Port & Shore Excursion Reviews

Bus was half hour leaving port and due to construction and other issues, took over four hours to get to Berlin vs. three hours listed. Meant we only had three hours in Berlin itself. Bus driver seemed to be unaware of construction and demonstration in downtown Berlin, which seemed odd.

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Old Town Porvoo

Did afternoon tour of Porvoo. Tour guide was informative and gave us option to explore Porvoo on our own or tour with her.

View All 55 Old Town Porvoo Reviews

Great experience with Nina from TJ Travel. It was an exhausting two days but she got us to all of the major attractions and made sure we saw the top items at the Hermitage and Catherine Palace. Night tour of Faberge Museum from TJ Travel was not worth the cost. Our time was limited due to the first tour returning late but it didn't matter because there was not a lot to see at the Museum.

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Took tram to Kadriorg Park to view the gardens and then walked around Old Town on our own. Followed Rick Steves' walking tour for the most part and saw all of the major sights.

Guide spent too much time talking at Vasa Museum, going over all of the details which the museum exhibits explain in detail. So there was nothing else to see after she talked but we still had 45 minutes. Time there should have been shorter. Tour of Old Town was a disaster. It started to rain and guide decided on her own to take us on a driving tour on the bus around Old Town so we ended up with only about thirty minutes in Gamla Stan itself. Almost all of us had rain gear as rain was forecast for the whole day. We didn't see hardly any of the sights promised.

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Followed Rick Steves' walking tour to see the main sights and then spent the afternoon at Tivoli, which was fun. Only disappointment was several attractions including the best roller coaster down for maintenance.


Did Amsterdam on our own a few days before the cruise. Recommend Eating Europe's food tour, which was informative and funny and provided a great experience with Dutch food.

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3 Reviews Written
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