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Eva

Age: 48

Occupation:housewife

Number of Cruises: 1

Cruise Line: Celebrity

Ship: Celebrity Solstice

Sailing Date: 2012-06-16

Itinerary: Barcelona

Overall, the food, roomservice and most staff are very friendly. But the Guest Relation office brought a serial numbers of trouble to me.

Good, thought the food at buffet are always the same everyday.

Clean and good service

Mostly very boring, but the Hot Glass Show is excellent!

The staff at the excursion office are very nice.

The service from some staff of Guest Office brought lots of trouble to me and the manager of the office was very arrogant. After the cruise I submitted a letter to their Customer Relation headquarter and the letter was referred to the Guest Relation manager. I have got a reply email from headquarter and they also attached the manager's reply. In the manager's letter, he told the headquarter that I had strong emotion against them because I was not able to get on board and kept on complaining on board. If this manager and certain individual staff in Gust Relation office represent Celebrity Cruise, I believe they are helping the cruise line to drive away their guests in the future. Here I am writing my true experience on Celebrity. I don't think I am a demanding guest, but I do expect the cruise can be better. I just wonder why the service of the whole cruise is very good, except the Guest office which had so messy management. After I read the reply from it's manager to my case, I know the reason now.

Because of the Visa problem, mother and I missed the cruise at the beginning on June 16. We got on board on June 20 early morning, the same day the cruise arrive Venice. I happily said "Nice to meet you again" to a lady who was in charge of the visa problem from Guest Relation office, but she just looked at me without any smile or words. Then she asked for our passports and gave us two boarding cards without explaining anything else to us. After we settled down and left the cruise for excursion, we were reminded by a staff outside the cruise that we need to bring our passports. Then I realized that our passport had been taken by someone. Our group had to go back to the cruise and to the Guest Relation office. At first no one knew where were our passports, so we waited there for quite a long time and then our passports were returned to us. After the excursion on the day, I complain to Guest Relation office manager Tom about Janet.

At 6am on the day we arrived the next port, Kotor, totally 4 cabins of our group were called and everyone was woke up! We were told by someone from Guest Relation office that they needed my mother's passport. They explained (This was the first time) to me they needed all the passports with Visa to report to the port authority. I could understand, but I just wondered why they didn't call us or tried to contact us the day before rather than so so early in the morning? We like the relaxing life style on the cruise. Who likes to wake up so early during a cruise trip? According to my past experience with cruise trips, if the cruise had some important message for me and failed to contact with me through phone, they would have sent a letter to my cabin! My mother's passport had been kept at Guest Relation office since that day because we was told that her US residential card was ok for port authority.

Again at 6am on the day we arrive Rome, I was woken up again by Guest Relation office asking for my mother's passport. I told them my mother's passport was in their office and they insisted that they don't have it! That made us very panic after experienced so much before and after my mother and I got on board! I check ourselves carefully and were very certain that the passport was not on our hand with a passport receipt. Then we called the Guest Relation office again and they search for my mother's passport in their office. They found it at last!

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