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Lisa Jacobi

Age: 34

Occupation:Management

Number of Cruises: 5

Cruise Line: Celebrity

Ship: Summit

Sailing Date: 2011-06-12

Itinerary: Bermuda

Bermuda was a beautiful island and it was really neat to port out of New Jersey with views of NYC. This was my first time on Celebrity. My past cruises had been with Royal, Princess and Carnival. For months, everyone kept saying how Celebrity was the best and the service was outbeat Royal and the food would beat them all out. Not sure if it was because Celebrity puts the worst food and staff in the older ships however I was completely shocked at the service. Unlike Royal Caribbean and Carnival, the employees at Celebrity had no focus on service and there was not a great spirit in the air. Perhaps the quality is there on the newer ships but I would stay far away from the Celebrity Summit unless you have a 50% off coupon. :)

Smaller portions at dinner compared to Royal and Carnival. Very limited options for food from 2:30 through 5pm. Unlike Carnival that has sandwich options open all day, Celebrity had there sandwich area opened from 11:30am through 2:30pm. The last day many of the items ran out. Never knew scrabbled eggs could taste so different. The ice cream station was great. If you are used to Royal and Carnival where you can make your own portion size, Celebrity doesn't do that for you. They give you small portions. For example, a side of fries consisted of seven fries.

The stateroom was great with good space. Though a bit dated because the ship has been around...I was impressed with the comfort and appearance. Our stateroom attendant did not clean the room the best and had terrible body odor. When we first got into the stateroom, there was a dirty plate under the chair. Other than that, things were good.

Good options for all days. No smoking in the casino was great! They definitely do a great job with their activities and shows. I was impressed with the comedian, Troy Thirdgill. Funny Funny Guy!

So here is the interesting part....every time we go on a cruise, we usually do 1-2 excursions. You always have to do the math with all cruise lines on the excursion and the cost. Many times it is cheaper to just grab a taxi to a beach, etc. In this instance, there were a large group of us (with kids) that signed up for a three hour excursion to the Bermuda Aquarium and Crysal Caves. The excursion was a nightmare. We waited on the bus for over an hour before we left to start the tour because they were waiting for another party (that never showed up). The excursion turned into a one hour sight tour of the island (this was not disclosed on the write up) with only 40 minutes at the aquarium and 30 minutes at the caves. It was an excursion that was recommended by the excursion desk for a good choice with kids. What was suppose to be a three hour excursion...turned into a total of over 5 1/2 with no time for food or drink. When we tried to go down to the excursion desk to inform them that what they had written and explained to us was not accurate to the experience we had, we found ourselves talking to Simon, Excursion Manager. I would describe him to be someone like the service you get at the DMV. It was a horrible experience of absolutely no customer service, not willing to listen to our valid complaints and practically calling us liars, talking over us, etc. I could not believe any cruise line would employ someone like this.

On the flip side, the excursion titled "famous beaches tour" was fantastic. The excursion was written exactly as it happened and it was a great experience. Bottom line, if you go on Celebrity Summit...don't use the excursion desk...it is a joke.

Celebrity needs to seriously recharge their employees and either provide some deep client service training to some of their employees (i.e. Simon in Excursions) or go through a big recruitment phase. It was really sad on my sour taste of Celebrity. Royal Caribbean blows them out of the water.

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