Celebrity Cruises Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***The Royal Suite was over $13,and I feel like this is an insult because obviously Celebrity Cruise Line knew that
the ship wasn't ready as to what the advertised expectations were
Also, there was only one certificate attached and its very unclear whether there are black out dates, etc
We spent thousands of dollars on our shipboard account and if the whole fleet is non-smoking this wont work anyways
Finally, they indicated that the bar and the casino were closed due to being near or in port, which was not the case, they were "at sea" days
Please clarify and adjust to something realistic,
Sincerely,*** ***

To Whom It May Concern: Thank you for contacting Celebrity Cruises. I truly appreciate this opportunity to respond to the concerns Ms. [redacted] recently brought to your attention regarding her May 20, 2016 sailing aboard the Celebrity Millennium. We genuinely regret that Ms. [redacted] was disappointed...

with the condition of the Royal Suite assigned to her family. The feedback she provided about plumbing and internet connectivity issues encountered in her room, as well as her descriptions of patched holes in the woodwork and peeling paint, were brought to the attention of the shipboard staff. As Ms. [redacted] indicated, it is true that the Celebrity Millennium has very recently been renovated. Unfortunately, our staff on board has confirmed that the refurbishment crew was unable to complete varnishing and other finishing work on Royal Suite 6138 prior to Ms. [redacted]’s sailing, as they had hoped. Thus, final touch up work in the suite is only now being completed. Ms. [redacted] had a right to expect that her accommodations on board would reflect a Modern Luxury experience, and it is apparent that we failed to meet this expectation. We are very sorry this impacted her enjoyment of her cruise vacation and are eager to both restore Ms. [redacted]’s faith in our brand and make amends for our shortcomings. Thus, we are happy to offer her and Mr. [redacted] Future Cruise Certificates in the amount of $1450.00 per person, which can be used on a forthcoming sailing with Celebrity Cruises and will remain valid for two years. We ask that they be guided by the included guidelines and instructions for redemption when planning their family’s next cruise vacation. Rest assured, the additional comments Ms. [redacted] provided pertaining to the hours of operation of the ship’s casino and bars, and also her disembarkation experience, have been carefully reviewed as well. Due to government regulations, Celebrity Cruises is unable to open our bar and casino venues while in most ports. Thus, for the convenience of our guests, the hours of the on board venues are listed within the Celebrity Today newsletter that is delivered to each stateroom on a daily basis. It is, nevertheless, unfortunate that the reason for such operational limitations was not clearly explained to Ms. [redacted] during her time aboard. With regard to the departure process, our records indicate that our staff did call her suite several times in attempt to assist her. We deeply regret our efforts in this area were unsuccessful, as it is never our desire for a guest to feel as though they were left to their own devices.Although we cannot alter certain unfortunate aspects of Ms. [redacted]’s experience, we do believe they represent rare and uncharacteristic departures from our customary first-class service. We would appreciate the opportunity to welcome both Ms. [redacted] and Mr. [redacted] back aboard another Celebrity Cruises sailing so that we may demonstrate our commitment to guest satisfaction. Sincerely, Natalie D[redacted] Celebrity Cruises

To Whom It May Concern: Thank you for again contacting Celebrity Cruises. It is my pleasure to address the additional concerns Ms. [redacted] brought to your attention regarding both her recent Celebrity Millennium sailing and the compensation we provided. We are very sorry to learn that Ms. [redacted] is dissatisfied with the Future Cruise Certificates we have extended to her and Mr. [redacted]. Celebrity Cruises prides itself on being customer service oriented, and we are prepared to do whatever we believe is reasonable to resolve a situation. While we recognize there were disappointments with the Royal Suite and take full ownership of our shortcomings in this regard, we trust that Ms. [redacted] and those she traveled with were able to still enjoy other aspects of their cruise vacation. In this particular case, we offered certificates equal to approximately 30% of the cruise fare, which we feel fairly reflects the impact the condition of the suite had on the guests’ overall sailing experience. As such, we will not be increasing our compensation offer. With regard to the Future Cruise Certificates Ms. [redacted] received, we genuinely regret the confusion caused by the attachment. Although only a single PDF document was sent, it did contain the certificates for Ms. [redacted] as well as Mr. [redacted]. We encourage Ms. [redacted] to print the document so that she can more easily view them both. For her convenience, I have included the PDF certificates with this response. I am happy to clarify that the booking conditions on the Future Cruise Certificates confirm that the credits can be applied toward any cruise that begins on or prior to June 10, 2018, provided it is not an inaugural or holiday (Christmas) sailing. Additionally, I am pleased to advise Ms. [redacted] that although Celebrity Cruises ships are non-smoking, all our vessels have smoking areas in specified outdoor locations, as we understand that some of our guests do smoke. It is our hope that this information proves reassuring to Ms. [redacted] and encourages her to book a future sailing with our Celebrity brand. Please know that I have also carefully reviewed Ms. [redacted]’s follow-up comments regarding the timeframes in which the casino was in operation during her May 20, 2016 sailing. While, as previously indicated, this venue is typically closed when the ship is in port, there may also be times in which it is temporarily closed on certain sea days for maintenance or restocking purposes. That being said, altered hours of operation should always be properly notated in our Celebrity Today newsletter, and I am sorry if Ms. [redacted] found that not to be the case. Rest assured, I have presented this feedback to our shipboard staff so that they can ensure the hours of the casinos are properly advertised on board.Thank you for your time. We realize we must earn Ms. [redacted]’s business by providing the best possible service both on and off our ships. I sincerely hope that we may be given the opportunity to restore her full confidence in our cruise line. Sincerely, Natalie D[redacted] Celebrity Cruises