Emerald Cruises UK Reviews

We just wrapped up our inaugural cruise with Emerald aboard AZZURRA, but let me tell you, it was far from smooth sailing. The good points like comfortable bed were overshadowed by the disappointments, leaving us with a clear message: we will NEVER cruise with Emerald again. Let's dive into the grievances that ruined our experience: - Prepare for a delightful whiff of sewage, as our room and most of the ship reeked. Emerald's response? They denied it, blaming it on an AC issue. Yeah, right! - Brace yourself for the worst Wi-Fi ever. It was so abysmal that we had to rely on our own mobile data. Seriously, in this day and age? - Now, let's talk about the meals. The selection and presentation were utterly lacklustre, especially for the so-called sit-down dinners. Fine dining? Not even close! We expected far more imagination and taste for a cruise of this calibre. - As if that wasn't enough, the diversion to Naples and the absence of a stop in Capri left us utterly disappointed. We signed up for an unforgettable journey, not a unexciting detour. For a hefty price tag of €11,870 for just 7 nights (that's a whopping €1,695 per day), we anticipated exceptional service. Included tours, meals, and evening entertainment should have been top-notch. Instead, we got mediocrity. Staff were friendly and helpful from house cleaning to bar staff. Breakfast was acceptable, with a decent buffet and egg orders to suit our preferences. Lunch, too, was a buffet-smorgasbord affair and, admittedly, the highlight of the onboard meals. But dinner? It was a set menu disaster. The seafood was perpetually overcooked, the quality subpar, and the flavours practically non-existent. One night, they had the audacity to serve chicken, with a sauce of ketchup. Seriously, that's food truck fare, not what you'd expect on a cruise. Oh, and let's not forget the premium drinks package. When we tried to use it in the dining room, we were swiftly informed that the Chairman's wines listed on the menu were not covered. Oh, the joys. AZZURRA, supposedly a state-of-the-art vessel made in Vietnam...well say no more But wait, there's more. We had also booked another cruise on the sister ship SAKARA, still under construction in Vietnam. Thankfully, we had the foresight to secure a free cancellation policy. Initially, Emerald conveniently forgot about it, claiming we had forfeited our deposit. Only after numerous emails and reminders did they agree to refund us, but not without dragging the process out for a painstaking 24 days. Take it from us, DO NOT deal with these guys. Trust us, you'll regret it as much as we do. This experience has left such a sour taste that we may never set foot on a cruise ship again. Oh, and did I mention that after paying €1,695 per day for 7 days, we were informed upon entering our room that the peanuts, mini bar drinks, and snacks would cost us extra? Talk about adding insult to injury

My cruise with Emerald was ruined by the loss of my luggage at Marseille. Whilst I understand this can happen the customer service received from Emerald when the case arrived was appalling. They refused to organise for the case to be picked up from the airport even though myself and a fellow passenger offered to pay for a taxi to collect it. I lost a whole afternoon of my holiday and considerable phone charges as I had to call Air France to organise delivery. It was suggested that the case may be returned to the UK and should buy clothes and claim it back on my insurance. As the shops were closed, I was unable to do anything but there was no concern that I may be in the same clothes for the whole week. I complained to Emerald on my return but the response stated that they had made call to the airline when I myself sorted it not them. Appalling customers service by a supposedly premium cruise line. Will not travel with them again.

Had a fantastic cruise on the Mekong river. Highly recommended. BUT. A farewell dinner was he,d on our last night in Cambodia. 9 of our group of 22 suffered a gastric infection, taking a full week to recover. 2 needed additional medical attention and one further was hospitalised. Emerald have been contacted and asked to investigate, so as to Protect other customers. However, apart from an automated acknowledgement Emerald have not replied or shown any interest. We are entitled to think that they do not care. Emerald are part of a group with Scenic Cruises. They have also been advised and again no response.

This was a cruise to the Mykong on the Emerald Harmony that we had booked originally in 2020- cancelled because of Covid. Since then we had heard of a few issues with Emerald customer service and indeed did find some problems trying to speak to a representative in the early days of booking . However they have totally redeemed themselves with the service since, from the rucksacks sent out , booking our seats on Premium Economy as requested and plenty of really informative documentation sent in plenty of time. We loved the cruise, 1 member of staff to 2 passengers. Such friendly helpful staff . The food was superb, the trips were well organised with interesting & informative guides. I loved the Monks blessing, the Rickshaw and Tuk Tuk rides. The Chu Chi tunnels and the killing fields filled in some amazing although very sad historical facts. Saigon. Phnom Phen and Ankor Watt were fantastic, gave us a real feel for the culture, as did the Sampan rides to the villages ! Plenty of time to chill on the boat if you wanted too. The laundry facilities were welcomed. I enjoyed a well equipped small gym at least 3 times on the trip. The little gifts on certain days were so thoughtful. The cabin was excellent see below .Entertainment was mainly through local children's shows - they were enjoyable although the Pool party was the most fun ! The Boat was fabulous , great lounge, great facilities lovely cabin , gym and laundry etc just loved it!

I see that Emerald are offering to include flights again this year ... BEWARE their offer may try and fob you off with INDIRECT flights. When we were abandoned by them in Frankfurt they said afterwards it was nothing to do with them as they ask LUFTHANSA !!! to arrange them. Dreadful airline and Emerald poor admin when we travelled with them .. never again.

Terrible customer service, we travelled May 2022 and are still trying to get a decent response from the company, we arrived at our destination with zero luggage and didn’t have it for four days of an eight day cruise. Do not accept connecting flights as this was the cause of the delayed baggage. We had to shop for clothes and toiletries on the first 2 days therefore missing the sights and tours. Our travel agent complained on our behalf and not even an apology. I wrote to the MD, no reply, we complained to Abta and now have to go to arbitration if we want to pursue at a cost. We were offered £100 voucher! Yes we’d love to spend another £8k and have £100 off!! (Not)

Have travelled with Emerald many times in the past and have always found them excellent until our last trip, Christmas Markets on the Danube in December 2022. We only received our back packs two days before departing even though they were aware of the postmen being on strike. In the past we have also received a writting case containing luggage labels for the boat with our names and cabin numbers to be put on, they also have a health form for the crew to keep in case of an emergency.We did not receive this and when we rang we were told it would be posted that day although the writing cases were no longer sent. We have been home since 16th September and have received nothing. I also wrote a letter of complaint and have received no acknowledgment. To make matters worse our friends, who were on the same holiday and live locally and whom we introduced to Emerald received everything correctly. I know things can go wrong but there is no excuse for a company of this stature to lie and to ignore complaints. My husband and I have travelled with Emerald six times in the past so I really think we deserve better than this.

As the time draws near for booking hols check carefully that your inclusive flight DOES NOT INVOLVE CONNECTIONS. You should insist on direct flights to avoid the awful experience of being abandoned in Frankfurt airport as we were. Emerald seem to think that an hour is enough for disembarkation, new Brexit rules, finding your onward flight and possible delays. Dont think their emergency number will help !! Also dont rely on their dodgy ship to airport transfers. Unfortunately despite nice ships their admin is chaotic!

We paid in 2020 for a Danube River Cruise. Covid caused it to be postponed to 2022. Despite hours on hold on the telephone, we received no information about our trip until one week before it was supposed to start. Then we learned through a third party that it was cancelled due to lack of staff and supply chain issues. This was in May of 2022. We did not receive a refund until 5 months later. This, after having our money for two years. We concluded that Emerald is not a river cruise line, it is an investment bank. friends who used Viking for the same trip reported nothing but great customer service. Lesson learned.

I should have read these reviews before booking. When trying to book on Emerald Cruising web site the phone number advertised was Imagine Crusing. That’s where the issues with flight arrangements started. As others have found only and after paying for the Mosel/Rhine cruise they then offered flights at £400. EACH EXTRA from Newcastle - refused so then Manchester via Paris at 6.15am.-Which is 3 hours from home. Spent a further 3 hours on phone with both Emerald and Imagine who couldn’t ring back until 5 hours later as answering phones for new sales. We were told no direct flights available and didn’t deal with budget airlines - ha ha Lufthansa would not appreciate this. Consequently had to book a day before and a day later from Edinburgh (3 hours drive from home) and pay for hotel rooms at our extra cost of £200. Lovely Cruise BUT No reply to my complaint made directly to Emerald Marketing Director who was filming on the Cruise ship. Pity all this spoilt our first contact booking with Emerald, the cruise was excellent but follow up non existent. Why should we book with them again - no trust in their Customer service to suit our needs, Tui and Viking both offer River cruises so think twice.

My cruise was cancelled by Emerald. I have been told by my travel agent that they are very slow to provide refunds and it could take up to 6 months. Absolutely ridiculous to have to wait 6 months for a refund,

I wish I had read Trustpilot before booking a river cruise on the Douro with Emerald Cruising. During the booking procedure I specified it had to be direct flights - when the itinerary arrived next day there were split flights from Manchester, via Paris outward, to Porto and Porto to Amsterdam then Manchester on the return journey. When I contacted the very unhelpful customer support team was advised that during the booking I had agreed to alterations to the travel arrangements (the usual reading of terms and conditions at the end of the booking). Although I tried to speak to someone in authority was fobbed off. I instigated a dispute form with my credit card provider. It took over a month for the monies to be refunded into my account. Please take care when using Imagine Cruising who act on behalf of Emerald Cruises. Very unpleasant and troubling experience.

Just returned from river Douro cruise with Madrid and Lisbon add on. Excellent holiday, staff very friendly and welcoming. Very comfortable and really good food. Would have given 5 stars if it wasn't for our 11hr day travelling from Madrid to Porto via Lisbon. It is only 1hr 45 mins to fly direct but we had to go via Lisbon, one case never arrived (I know not Emeralds fault) we missed our transfer to the ship and in all it took us 11 hrs!!! They have been difficult to get hold of by phone prior to the holiday but documents arrived by email. Overall a good holiday, home now for a rest!!

I have recently reviewed this company pre cruise as just could not get through to anyone and gave 1 star. I am pleased to say our tickets arrived in time for our Balkan cruise and we had a wonderful time. The boat was fab, the staff were amazing and as we enjoyed it so much have now booked a Douro cruise with them for next year. I have also today received an email from the chairman explaining what had gone wrong which I was very appreciative of . They had been cyber attacked and quite rightly refused to pay a ransom even though it caused enormous problems. He also confirmed all guest info was secure.

We received our paperwork a few days before our cruise departure and found out that we’re not cruising on the DESTINY ship. EMERALD changed our ship to SKY. We booked wanting to go on a newer ship and now we’re going on an older ship. Called EMERALD and they said according to the fine print they can make this modification to our cruise. Ok, BUT WE WERE NEVER NOTIFIED OF THIS CHANGE. We’re screwed because we leave in a few days. They offered nothing other than we’re sorry. This is how terrible EMERALD treats their customers so BEWARE of their lousy business practices.

We have an email from KLM cancelling flight and re booking to much later 16.40 - 17.55. Does this schedule fit with cruise departure? why have Emerald not been in touch? Tried to call several times, but left in queue for over 15 mins and line dropped! email form from web site will not submit. I managed to lodge a call back request on an 0161 number, but not holding my breath. All means of communication exhausted. Having noted other complaints receiving no response, I fear our trip may not take place. Avoid!

Tried cancelling a cruise for an elderly relative who can't go due to ill health. Cannot get through by phone despite long waits. Emails go unanswered. Their cancellation policy says you must notify them in writing but they don't have their address anywhere on their website. Avoid at all costs. PS Their current Credit Focus credit score is 15/100 which puts them at very high risk of going bust.

I’ve paid I. Full fir my cruise with Emersld Cruuses but the won’t answer the phone or respond to my emails. Took my money though. I don’t know what to do. Are they still operating?

Booked to travel with Emerald on 12 th June. Received an email requesting flight information, they booked our flights and have sent us the details, which had been changed from the original times. Tried to complete the email info requested and email told me it was blocked and I couldn’t update it. I have been trying for two weeks to get through on the telephone, holding on for hours and getting cut off. The email says there may be a delay in us getting our tickets if the info. Isn’t received. I have emailed them to no avail. What a dreadful company, they don’t deserve to have customers. Would never use them again. I just wonder if they are in trouble! Anyone else having problems or suggestions as to how to contact this company?

We booked a cruise that was cancelled during the pandemic so we changed for one in October this year. Final payment is due next week but flights have not yet been arranged by Emerald and so there is no up to date invoice - flights should be included in the price but they refuse to give final invoice until they are booked. We have no idea how much is outstanding and can’t talk to anyone.