Emerald Cruises UK Reviews

Our trip from Dubrovnik to Athens aboard the Emerald Azzurra was described by my wife as “ the best holiday that she had ever had” and, at over 60 years old, she has had hundreds! We enjoyed it so much we have booked THREE more cruises for 2025!

We thought booking in advance and paying a deposit would protect us. It does not and we have been let down! We booked a cruise earlier this year then recently, out of the blue, received a phone call to tell us our booking is cancelled because Emerald Cruises now have a charter booking. It was a shock. How could they sell our booking to someone else? We tried to recover a bad situation by exploring options and discussing how Emerald could compensate us for our loss but their Customer Care Manager stressed that they are not required to pay compensation or offer an upgrade if they cancel a cruise. Emerald eventually offered to upgrade us to what they called a deluxe cabin located above a lifeboat with an unusual layout that we don’t like. They said the additional cost was considerably more than our original booking and would be paid for with future travel vouchers that they would issue to bridge the price increase but added “this offer is above our standard conditions and as such is a confidential offer and is not to be disclosed to any other guests and if discussed could result in the removal of the credit.” It is clear to us that this company can not be trusted and is not treating its customers fairly. We have requested they refund our booking deposit and are most disappointed.

We have booked a cruise holiday with Emerald and simply cannot get to speak with anyone at Emerald regarding any details we wish to discuss with them, specifically in regard to our flights. They do not answer the telephone, ever. In fact their answerphone states that "there are no consultants available to take your call" at any time of the day on any day of the week.

Absolutely stunning ship and the Crew were an awesome bunch too. We we're on the French and Italian Riviera's Itinerary, Nice to Rome. Unfortunately due to a Hurricane bashing the Italian Coast there were 4 Port changes due to us Anchoring rather than docking in Ports. As this was unsafe, The Captain and his team made the necessary adjustments to the itinerary to keep us safe and give us the most enjoyable journey possible. The Captain was visible during port talks and would thoroughly explain what was happening and included visual aids too, Which I know a lot of the guests onboard appreciated greatly. The food was lovely, I'm Gluten Free and everything on the Buffet's and in menu's were highlighted for a variety of dietary requirements not just my own. Flatbreads in the pool area can also be made GF you just need to request the day prior so the dough can be made. GF pasta and bread was available throughout too. Had a number of seafood dishes onboard too which were a big hit with me, Especially the Tiger Prawns (which I loved that much they brought me more, no trouble and the Fish Stew, Nom! We also dined one evening in the pool area for the family style 'Tapas' Its not how you would imagine 'Tapas' to be, but more of a family style sharing experience, was a lovely evening and spent it with some lovely people too. Onboard entertainment was great, but finished too early in our opinion, However we'd either stay in the bar for another drink and a chat or simply go back to our cabin and watch a film. We made the most of our trip and looking forward to the next!

Recently cruised the Danube with Emerald. The cruise is excellent, well organised with good excursions led by experienced guides. However, the 'before cruise' experience wasn't as good. Firstly, they 'allow' £500 per person for air fares. We we on a low cost airline on the way out and had split, with a 3 hour stop over at Amsterdam, on the flight back. The cost of the flights (from airline websites) was around £300, yet no refund was available. We also requested an extension of 3 days at the end of the holiday. Emerald use the Barcelo on Budapest and quoted us £250 a night. The price on the Barcelo website is £125. Finally, we asked if we could fly with Jet2 as they fly direct from Budapest. We were told the only use scheduled airlines, not low cost. Yet our outbound flight, originally with Lufthansa, was changed to Lufthansa City, a low cost subsidiary. So, enjoy your cruise but don't book extension hotels with the. Also, see if you can book your own flights.

Travelled on Emerald Liberte on the Rhone and Saone. The crew and food were marvellous but the ship’s air conditioning was not working in the Restaurant or the Horizon Lounge. One week in excruciating heat so bad that waiters were having to change their clothing part way through service. Beware of the drinks packages too - Premium does not include all drinks. Complaints to Customer Service about repairs not happening for a week were dismissed as being the best that could be done. Been on Emerald 3 times before but never again if that’s their attitude.

Great holiday, crew on ship were very helpful, food was fantastic. This was our third cruise with Emerald it won’t be the last.

Service was great, food brilliant, nice wines, good quality spirits. Excursions were worth going on. Entertainment was very low key, but that suited us .

Great Ship; Great Crew; etc; etc.

Excellent service, food, wine quality, housekeeping and friendly helpful crew. Guides and staff excellent on external trips and visits. Overall a very positive overall experience. The Douro Valley is a beautiful area that we are pleased we visited. Not sure we’d do another river cruise as not quite as active a trip as we’d prefer, but no criticism.

Emerald never fails to provide all one needs for a lovely relaxing holiday. Fabulous food, comfortable cabin, smooth journey and so good to see a different place each day. Excellent optional tours included.

Delighted with the service we received. This was our first river cruise, and we were very impressed with the overall handling of the flights, accommodation and daily itinerary. Our homeward trip was rather stressful, but all ended well thank goodness.

Our second time with Emerald, this time on the Rhine. You see plenty in the stops but it all done at a relaxing pace. Staff are friendly and efficient

This was not the quality cruise we paid for. Apart from the bad weather we experienced on the second half of the cruise we found the quality of the food very poor & limited in choice. The evening meals were too regimented ( all have to be in at 7.00pm & they allow 2 & a quarter hours to serve it) the dining room over crowded & very noisy ( we left early several times before the end of the meal). Overall the dining & bar staff were not very friendly & helpful with a few exceptions. The sundeck was closed for most of the cruise so there was limited activity & space left on the boat, apart from the lounge & our cabin.We feel that the brochure description of the cruise was very overrated.

A stunning location with excellent onboard service/excellent food/variety of tours. The staff are very helpful and friendly and regular updates on schedule together with excellent weather made a truly memorable experience. Transfers were well organised at each stage.

Comfortable cabin, spotlessly clean. We only went on the daily included tours, which were lead by local, knowledgeable guides. The food was delicious with plenty of choice for healthy eating or indulgence. Staff on the boat without exception friendly and efficient.

All the staff were wonderful and very helpful. Nothing was too much trouble for them. They were always friendly and smiling. Even the Captain was seen helping unload the rubbish and dispose of it in the quay side bins! The ship itself was very clean, tidy and well maintained. The excursions were well planned and led by very good guides

This was our first cruise and we couldn’t have been more delighted with how it all went and the service from staff was bad

We thoroughly enjoyed our cruise on the Douro, packed in an awful lot in to the week. We were very well looked after wherever we went

we like emerald that was our fifth cruise with them there boats are well maintained and well stafed weve booked the duero for next year