TUI Cruises
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Beware
We went on the Marella Discovery 15.12.24 for 7 nights to the Caribbean, Cocktails and Coconuts. The cabin was clean, but the decor was tired and needs upgrading. The staff all work very hard across the ship, the 47 restaurants were very good and the food to a high standard. We were approached by a photographer who took some photos and asked if we would like a sunset photo later in the week. We agreed as it was our silver wedding and we wanted to do something different. We weren't told at the time if we needed to cancel if it was less than 24 hours we would be charged £25, we didn't cancel but this should have served as a warning. We viewed the photos and chose some agreeing to a price more than reasonable for digital photos. The photographer had us sign the paperwork as we had agreed the price with him. The last night I checked the account to my astonishment I had been charged £300 more than the agreed price. My husband asked the photographer what on earth was going on, he appeared to not understand. A language barrier came into play. He fetched his manager who initially refused to back down despite being told I would not be paying it. He then fetched a piece of paper that we had signed in the top left hand corner someone had scribbled £380 in black pen, the other side othe A4 sheet looked like a printer test page with no order information on it. I pointed out that the scribbled figure was not there when we signed and it was far from professional. I told him as soon as we touched down I would ring my credit card provider and get them to do a section 75. He had the audacity to laugh when I said I wanted to speak to someone higher up. My husband asked why he thought it was funny, he claimed he was the manager of the photography department and the only other person was the Captain. I told him to go and fetch the Captain and I would speak to him. His face changed and he then agreed to knock off the £300. It is nothing short of a rip off, they do not display prices and it is misleading. He claimed they were changing software and couldn't print things out! Not professional. I filled in the questionnaire TUI sent me by email straightaway including all I have said here. Surprisingly no one at TUI has contacted me regarding this. This ruined our last night onboard and took the shine off what should have been a really special holiday. Very disappointing.