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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.,

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

Celebrity Reflection Cruise Review by jrgray

6 people found this helpful
Trip Details
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
Enrichment Activities
Value For Money
Embarkation
Dining
Public Rooms
Entertainment
Cabin
Fitness & Recreation
Shore Excursions
Ages 16+
Service
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Cabin Review

Concierge Class
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.
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Port & Shore Excursion Reviews