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Review summary
Azamara Club Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
Since the capital fund took over the cruise, they started to cut the cost, taking out the signature small things out of the offering and benefit, that means a lot to the loyal customers, this will lead Azamara lose edge and customer for the long run. The onshore special evening event, from opera to music, beautiful and magic moments mean a lot to many, all gone. The special welcome and the in-room small things all slowly changed, the capital fund has no clue how to run cruise and build loyalty, what they are doing seems short term benefit for the immediate profit will lead Azamara lose the competitiveness and loyal customers.
Customer service is a joke.
My mom called Nikki to book two rooms for out family. Nikki said she would hold the rooms and call the next day at 10am to confirm the flights. She never called back. By the time we figured out that she wasn't going to call, we called back only to find that she never held the rooms and the sailing was now sold out.
This is completely irresponsible and has completely ruined our trip.
Another great cruise. 2nd one. Nothing can beat Azamara for us—staff is always friendly and relaxed. Great service, no queues or waiting. No surprising bill at the end. The food is magnificent, and the stops were just as azamazing—each one better than the last. Big shout-out to Edward the waiter and our stateroom attendant, Leo. Thanks, man! DJ Tavo… arriba arriba! But most of all, East Pearl—the best cruise ship party band. They’ll get you of your chair!! Thx for enjoying us on our Journey... looking forward to the next one
Worst Wi-Fi at Sea – My Experience with Azamara
Azamara ships do have a lot going for them: excellent food, beautiful ports, and generally decent customer service. However, during my cruise from March 14 to April 2, 2025, from Singapore to Leam Cabang, Tailand there was one huge disappointment: the worst internet connection I’ve ever encountered on a ship.
The trouble started right from the login process. The login page led nowhere, and when I approached the reception for help, they only managed to resolve it the following day – after some confusion. The basic Wi-Fi package cost a whopping 680 euros, yet the connection was so poor that video calls were impossible. Messages often arrived late or not at all, and uploading or downloading files was a real struggle.
Hoping for faster speeds, I paid an additional 180 euros for the “fastest” internet package available. Unfortunately, it was set up incorrectly at the reception, causing overlaps with my old package. The result: even more connectivity issues and a week of back-and-forth until finally someone was brought in who identified the problem. It turned out the upgrade was never properly activated, and both plans were running simultaneously. Only after resetting my account did the internet become somewhat usable.
I reported these problems to customer service multiple times, but they showed little interest in actually fixing them. Instead of practical solutions, they offered excuses like “The internet at sea can be slow,” “China blocks this and that,” etc. It felt like they were just trying to brush me off. This was especially disappointing, considering Azamara usually delivers good service.
Compared to other cruise lines, however, Azamara’s Wi-Fi clearly falls short – both in terms of speed and its complicated setup and the service It’s a real shame, given that the rest of the trip was great. Thankfully, there are plenty of other cruise companies to choose from.
Finally, it’s worth emphasizing that the reception staff were not only unhelpful but also astonishingly incompetent and simply not open to take the problems serious – a true low point of an otherwise decent cruise.
They are as bad if not worse as their reviews suggest!
The actually cruise was underwhelming, the rooms are tiny and dated despite us paying for a suite.
The food was not up to the premium prices they charge.
But the worst of all is their customer service, unfortunately some of our party were unable to attend through illness. To claim on the insurance we just need a letter from Azamara confirming they didn't show. I may as well be asking for moon rock, after 2 months they are incapable of sending this info, just get 'it'll be done in 2 days etc' after 4 chases we just keep getting the same response nothing happens.
I WILL NEVER BOOK WITH THIS COMPANY AGAIN AND I ADVISE EVERYONE TO DO THE SAME, LOOK AT THE OTHER REVIEWS THEY'RE MAINLY ATTROCIOUS.
I am supremely disappointed in my Azamara experience. I booked a cruise 2.5 weeks prior to departure. I booked the cruise directly with Azamara’s 800 number because it was so close to the departure date. We paid considerably more for the cruise than our friends because it was so close to the departure date, which is understandable and was acceptable. I was told by the booking agent on the phone that we would receive a $500 per person on board credit. The credit was never applied. On board the ship, the Pursuit, one customer relations rep, Marlon, told me it was my travel agent’s fault. I used Azamara to book it! Beyond that I was repeatedly read to from a script that stated if I couldn’t provide an OBC in writing that it would not happen because they had no proof and they required written proof. Basically, they assumed I was trying to get something I wasn’t promised or that I was an outright a liar. Customer Relations was very poorly trained.
Is this a bait and switch tactic by Azamara? Our four friends with whom we cruised do not have an e-mail or anything in writing that reflects an OBC, they received their OBC credit.
I had no illusion that the credit would happen. I do however wish it had been addressed in a more thoughtful or sincere manner. Their staff behaved a in an accusatory manner and it came off as a bait and switch… “pay the higher rate and in return we will reward you with this on board credit”.
Since returning home 2 weeks ago, I have reached out to Azamara by e-mail and phone. I’ve had no success in getting any response from them. Again, a customer relations fail.
I fell for it, don’t let it happen to you!
Shocking customer service and non response.
They cancelled our cruise without notice.
Promised full refund and all expenses
Nothing has happened.
Having to claim in the small claims court.
Appalling company
Absolutely terrible. Avoid at all costs
We booked the holiday of a lifetime around an Azamara Cruise in South Africa next January. I will NEVER EVER book with Azamara again. I echo other comments about communications and customer care right from the start, messing up bookings, being impossible to contact. Just after taking our money, they have now changed our itinerary - not just a bit (as you know you have to accept with a cruise) but swapped 2 ports for 2 sea days. As soon as they did this, we tried to cancel - but they would not let us without losing our money. No apology. No replies to my emails. They have changed the itinerary so completely, this is just not a cruise I want now. They tried to tell us they had done it as a result of customer feedback - but if you have booked a cruise of 7 ports in South Africa - how would anyone think that dropping 2 out of 7 ports to spend extra days and nights bobbing about on the ocean would be what anyone would want. They could not even be bothered to answer my emails or complaints. I've had far better customer care from 2 star hostels. Dreadful company. Buyer beware. Read the small print very carefully because no-one will care about you once you place your booking.
I booked a cruise from Venice to Athens in May and suffered all the nonsense that all guests were subjected to in the time leading up to the cruise due to Azamara ‘system upgrades’. These difficulties included pre-booked shore excursions disappearing off the booking and for a week or so the whole booking vanished! Contacting the company is a nightmare and on one occasion when I did get through the lady ‘helping’ me herself had difficulties and exclaimed
“ J—- s C——t this f——-g system! Charming. Whilst on the cruise I had an accident whilst ashore at one of the stops. I was assessed by the ship doctor but had to seek specialist support at hospital in Rhodes. The trip was curtailed and I flew home. The onboard account on the tv in our cabin showed credit for cancelled excursions and the bill for medical treatment. Even after the medical treatment I was in credit for over 100 usd and I was advised that this would be credited to me within 7 days of the cruise finishing. It has now been 14 weeks and apart from emails from a young lady trying to help, I have had nothing. I guess I will need to chalk this up to experience but please please learn from my experience and avoid this cruise line.
Vi var på et krydstogt med Azamara Journey fra Barcelona til Bordeaux. Det var den mest fantastiske tur - vi blev vartet op og forkælet i 14 dage. Personalet var meget kompetent, smilende og hjælpsom. Maden og vinen var bare så lækker og helt i top. Underholdning var rigtig god. Vi købte ingen ture hos selskabet - men fandt selv busser, taxa, hestevogn og tuktuk. Langt de fleste steder lagde skibet til i havnen nær byen - 2 gange var der arrangeret gratis shuttlebus når byen var længere væk. Alt var rigtig rigtig godt.
We just finished our first cruise with Azamara Onward - a 12-night cruise along the northern Mediterian and eastern Adriatic. Prior to booking, we heard so many wonderful things about Azamare and its onboard service that we were looking forward to experiencing it for ourselves. We might have been expecting too much.
My wife and I are pretty experienced cruisers. We’ve been on Viking Ocean and River, Celebrity, Princess, Royal Caribean, and Virgin. We appreciate the small ship experience on Viking and Azamara more than the large mega-ship craziness of Royal Caribean or Princess, and more than the full-time party of Virgin. We’re looking for quality ship decor, attentive service, extraordinary food, entertaining shows, and informative, inspiring, shore excursions.
We expected all this and more from Azamara. What we experienced was pretty average. We did have a couple of “Wow” moments; but, over 12 days of cruising there was more “ho-hum” than “wow”.
We booked an Ocean Suite. It was pricey; but, it did deliver a sitting room separate from a sizable bedroom and both a full and half bath. The room was comfortable with a large balcony facing the bow of the ship. The balcony was crowded with too much furniture so there was no room to stand; but, the furniture did give us get places to relax without having to compete for a lounge chair on the pool deck.
Onboard entertainment. We didn’t expect any full-scale production numbers. Onward did have a troupe of four singers and a dancer who performed several evenings. The cruise director did double duty as an occasional performer who also told bad jokes about his grandfather, and there was a piano player/singer who performed a couple of times each evening. Nothing over the top. Nothing to knock your socks off. No real wow factor; but, okay entertainment. We did have an AzAmazing evening opera performance in a historical coastal fortification that lived up to the marketing promise; but, I wouldn’t stand in line to do it again. We also had an onboard White Night party on the pool deck that included local musicians, a buffet, performances from the ship’s troupe, and a parade of the onboard crew. It delivered on the promise of a White Night pool deck party and was something different.
In addition to the live entertainment, Azamara has a television in each guest room. Unfortunately, the TV is limited to one movie each day that runs in a loop. You just have to be lucky to catch it at the beginning. Similarly, there is one TV series that runs in a continual loop each day. There is no on-demand TV service. Too bad.
I mentioned that we booked an Ocean Suite which included complimentary specialty dining. One of the specialty dining options that the website features is the Chef’s Table. We experienced the Chef’s Table once during the 12-day cruise. The food was good. The presentation was lovely. The $190 bill at the end of the complimentary specialty dining was a surprise. It took most of the remaining cruise to get Azamara to back off their demand that we pay for the Chef’s Table which the website claimed was included in the complimentary specialty dining. They eventually did back off; but, the experience was less than satisfying. Just be aware that if you book a suite that includes complimentary specialty dining, it does not include complimentary specialty dining.
Also, the Ocean Suite included a Premium Beverage Package for both of us. Don’t waste your money. There is a wide selection of complementary beverages onboard. The Premium Beverage Package just adds a few mid-price spirits and no premium wines. I didn’t realize that in addition to the Premium Beverage Package, there is also an Ultimate Beverage Package. The Ultimate adds more spirits; but, in my opinion, isn’t worth the money.
All in all, the onboard experience delivered on the marketing hype - except the complimentary specialty dining wasn’t complimentary. Other than that it was okay. It wasn’t amazing or over the top. We’ve seen much better on other cruises.
The invoice we received from Azamara included detail about the cost of the room, port taxes, and airfare. It also included a line labeled "Charges" for $800. We challenged them on this because they were just padding the bill. Ultimately they backed off and agreed to refund the money. But, I would double-check everything and look for unsupported costs.
Having done seven cruises with azamara we will never book with them again.Just paid for cruise no 8 with them at short notice for a cruise in three weeks time, having paid in full we then get a call from the travel agent to say azamara bumped the price up by 600 pounds.They can get lost ,and given our last two trips (we do at least three cruises a year)have been with a different cruise company it’s safe to say we will be sticking with them in future.The travel agent bent over backwards to assist but azamara were having none of it.Don’t treat loyal customers like mugs.Will be amazed if Azamara still exists in 12 months.
EDIT
Having read through the last few reviews I’m starting to think we’ve had a lucky escape by stopping our payment.I was disappointed at the time but phew .
Horrible!!!! Don't do it! It's a watered down version of a real high end cruise with the WORST customer service shoreside. I've contacted them 8 times over 3 months with very simple questions about my past cruises/loyalty program. If I do get a reply, it's weeks later and does not address my questions. Even if you do make it throrugh the horrific customer service, website that has been limited/down for over 3 months, etc. the onboard experience is lame at best. The cabins suck--super small bath. The food is OK but good luck getting a seat in either the buffet or main dining room....the service is stretched SOOOO thin that they are frantic and unable to even get you a glass of water before you're done eating. The entire thing has become a total joke. The word on the street is that they are going to file for bankruptcy...
Can't get my refund. It has been six weeks, and now they are saying 60 more days before I can get a refund. Yeah, while they claim bankruptcy and then never pay anyone back! To all consumers: this company is on the verge of bankruptcy. DO NOT BOOK OR YOU WILL LOSE YOUR MONEY. If you have already booked with them, cancel and initiate a CHARGE-BACK through your credit card before it is too late!
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