This was our 8th cruise (so definitely not new to cruising), but our first with Celebrity.
We booked a last minute room that included a standard drinks package 'perk' (drinks up to $12). This came at a premium of around $20 per day, per person above the cheapest price we could get for the room. So an extra $480 for 12 nights. I wouldn't normally spend $480 a fortnight on booze, but hey, it's a holiday. You could also pay for a 'Premium' unlimited package, but this was around $70 per person, per day and we don't drink that much (often not at all), plus the online drinks menu showed that all the drinks we like were under $12, so we were happy with that.
We boarded the Celebrity Solstice and head to our room. We are given a brochure showing all the drinks we can have up to $11 (it isn't $12, a bit rubbish, but close enough). We always like to start our cruises with a sail away cocktail. We looked at the menu, and confirmed with the bar tender that our 'package' included the drinks that we were about to order. He says 'you can have drinks up to $11, which is close enough as the drinks we wanted were $11 anyway (but it's not really what we paid for). So he pours the drinks, takes our card and says 'Sorry, I will need to charge you $2 extra for drink A and $3.50 for drink B" . WTF!
He checks with his manager and they say the drinks package only covers $9! and the menu has been updated today, but we only have the old one. Told the bar tender he can keep the drinks and we are going to guest services (never remotely felt like this on any of our previous cruises). At guest services, the boat pulls away from shore. Guest services says "sorry sir, it is $11 and I will call and inform the bar staff". He makes the call. Apologise are made etc. As we walk away he receives a phone call, and calls us back.
He says 'I'm sorry, but head office has announced today that the standard drinks package will only cover $9 and there is a new reduced menu coming". I said that's rubbish, surely you need to honor the price and value when the booking is made. What if I decided to cancel my cruise payment now and only pay you 75%. Make the changes for all future bookings, but you can't change your mind once the ship pulls away. He says 'yes we can sir'. Even if they possibly have a hidden clause in some T&Cs somewhere, surely management can see it's an Uber D!CK move to change the pricing once the ship leaves, and even worse after giving a welcome package that clearly states $11…Wow, what a company!!!
I said, then just refund me the package cost and we will buy our own drinks. I cant sir as it was a 'perk'. I said, but I paid extra for that Perk, he didn't care. Shook our head, realised in the first 10 minutes this would be our last Celebrity Cruise and walked away.
Since the cruise was booked online (US company) and departed from Honolulu (not Australia) I don't think there is anything we can do in regards to them not delivering what I paid for? (Do you think a chargeback is doable?)
Apart from the fact they don't care about customer satisfaction (only money) the food was sub par for what you would expect on a cruise (sit down dining was often poorly cooked (often over cooked), or wrong completely. ie ordered a chocolate fondant desert. It was an upside down chocolate mouse?? The only sandwich meat at the buffet for lunch or dinner was always Mortadella (too cheap to even provide ham!), and no cheese selections (just a generic yellow plastic cheese), fruit was often 'chewy' etc etc. If I wanted a scotch, a beer and a cocktail I had to get the from 3 different bars which were all multi decks apart. Bizzare.. Definitely not what you would find on Princess, Holland America, Cunard etc etc
The atmosphere and entertainment was non existent. Normally there are a few bands / sail away parties etc when leaving port. Celebrity had nothing.
So in summary, if you want to try cruising, GIVE CELEBRITY A MISS. There are far better cruise lines to chose from.
I feel sorry for you mate. That's some piss poor customer service right there. Would have put a dampener on the whole trip.
Get a strongly worded complaint in to head office and see what happens.