We booked a cruise for our family of 4 and upgraded to the deluxe suite. We were told since we upgraded, we would receive a $50.00 on board ship credit to use towards transportation once we got off of the ship at Grand Bahama. We were told to go to the purser's desk to receive it once boarding the ship.
We stood in line for 20 minutes and was told there was no credit but to check back in an hour. We went to the elevator to get to our room and they were broken. We had to carry all of our luggage up 4 flights of stairs with children.
We went back and stood in line for another 20 minutes and there "was no record of this credit".
So after getting off of the ship in Grand Bahama, we were hearded like cattle to the awaiting taxi's and buses. We stood there for an hour waiting for transporation. It cost us $60.00.
When we arrived at the hotel, it was not the hotel advertised on their commercials and website. We were placed in a smaller hotel next door. We inquired why were were put at this hotel and the lady at the desk said "we get alot of complaints...I don't know why they tell everyone they will be at the hotel next door". We had to stand in line for 1 hour and 15 minutes to check in.
Upon our return trip, our room smelled like vomit. We were given a new blanket and a can of Lysol.
When we returned home, I called my booking agent and she was not available so I left a message. I never got a returned phone call so called again and I spoke to her and she apologized for not applying the credit but we could get $50.00 credit towards a future cruise. (NO thank-you!)
She then put me on hold for 20 minutes because she was going to check with her supervisor on how to refund the $50.00. The Supervisor said it was too late to apply it but I could write to the company and they would refund it.
I sent a letter and three weeks later, I received a response of "we need your booking number". I sent it to them.
I never heard back from them, so sent another letter. At this time, it had been three months with no response. I still did not receive a response and we waited 5 months so I contact the Better Business Bureau. Celebration reponded to them, with "there is no record of a $50.00 credit". I replied once again explaining the whole situation with names of my booking agent, the supervisor's name and everything. Once again, their response was the same.
I am so disgusted with their policy of false advertising (wrong hotel) and their lying about an on board ship credit promise.
The ship is very low key, too. I would not recommend this ship to anyone. They will RIP you off and play dumb. They do not document any phone conversations and will not follow through with their promise.
POOR customer service! | 
