Number of Cruises: 1
Cruise Line: Celebrity
Sailing Date: 02-23-2009
Itinerary: Miami - Key West - Grand Cayman - Miami
We did not receive our luggage once we boarded the ship. We did not find out until the second to last day that it fell off of the luggage caresol at the Celebrity Terminal. Our concierge told us that we could buy anything that we needed for ourselves and infant son, and that we would be fully reimbursed once we were back home from Corporate Office. We bought the basic neccessities (underwear, shorts, baby formula, etc.) and spent our Port days running around buying things. Once we returned home, I spent over a week being transferred from agent to agent claiming that there wasn't anything they could do. I received a letter from our concierge confirming that we would be reimbursed, and I emailed that to the Celebrity/Royal Carribean Corporate office, and they still said there was nothing that they could do. The food was just okay, nothing spectacular, especially for kids. The room was clean and well organized, with a comfortable bed and basic ammenities. We spent a lot of time in our room, as we didn't have much since Celebrity lost our luggage. The activities were very senior focussed (bingo, 50's dance party, etc.) and there were no real activites for kids or young adults. We were not able to do any excursions as all of our spare time was spent dealing with Guest Relations on out lost luggage, or shopping for baby supplies and amenities. This was our first family vacation with our 11 month old son, and when Celebrity misplaced our luggage, it put a horrible damper on the trip. Once we returned, we were given a very hard time about being reimbursed, and I have yet to see any money from them. They did not treat us like valued customers at all, and had no sympathy for the fact that we spent thousands of dollars to go on this trip with our son for the first time, especially in today's economy. The Customer Services Department for Celebrity and Royal Carribean Cruises clearly do not value their customers and are not willing to compensate people when their trips are ruined by no fault of their own. We were given false hope by our concierge onboard, and were never taken care of after the fact. I will never travel with them again.