TUI Cruises
View company profile →
What has happened to this company
What has happened to this company We have been on alot of Marella Cruises but on the last cruise it really felt like we were on there for their benefit and not as a paying customer as though we were an inconvenience to them We paid to choose our room and when we got to the ship we were put in another room, apparently double booked. Told by a manager it was an issue which has been going on for 2 years Didn’t even tell us before we went or even on arrival to the ship. Had to ask for a refund for the fee we paid for booking the room Noise in room from maintenance in the middle of the night! We normally buy the premium drinks package on board as some drinks are not always available so we like to check what is available before buying. We have always been charged the same price as we would have been had we bought before going. Before going on our last cruise earlier this year we noticed that that the price had increased to £10 per person per day so we expected to pay £280 for two weeks However we were charged £320, nearly 15% more because we bought onboard instead of before going! The service was slow, whilst the majority of staff were excellent and helpful we can only put it down to not having enough staff. Even getting in a restaurant become troublesome with customers turned away from the Italian restaurant The food has gone downhill. Menus serve several of the same dishes every day which minimises choice, there appeared to be a lot of vegetarian options on the starters minimising options for meat dishes. Availability of drinks on the premium drinks package was hit and miss The worst thing about the ship was Reception, we found unhelpful, felt completely stonewalled when trying to resolve an issue that has been created by Marella! It was like banging your head against a wall, they just would not take responsibility for their issues, the absolute worst customer service we have ever experienced. I have no idea why any organisation would allow staff to behave like that towards customers. Absolutely disgusting Treating customers like this is damn right out of order and totally inappropriate service to paying customers If you have a problem with anything they just didn’t seem to care aswell as some managers and when you raise it when getting home. There is no email address to send to contact them. It just appears that once they have got your money they are not interested