Scenic Luxury Cruises and Tours - UK Reviews

Recently returned from an Eastern Danube River Cruise - not a good experience. I am late 70's and was widowed just before Covid closed us all down, so thought I would treat myself to a really good holiday as I understood Scenic to be one of the best. Apart from the reams of paperwork sent through on the computer, if you tried to contact Scenic UK by phone it took an hour to get through, and the cruise ship was changed to Scenic Jasper the day before the holiday. I had booked their only single cabin on board, but to my horror the door of the cabin was adjacent to a steep open stairway leading to the Crew's quarters - a deathtrap is ever there was one. The first night I had hardly any sleep as the Crew were making so much noise. On the second day of the trip my valued engagement ring was stolen by a member of staff, which I have not got back - very upsetting as it was bought by my late husband. I had accidentally left the ring in a small washroom adjacent to the dining-room on board; it was later found by one of the passengers and handed into Reception that same evening. The following morning, having realised I'd lost my ring (but suspected where I'd left it), I reported the matter to Reception - nobody seemed to know anything about it, and this went on for several days until I discovered from the other passenger that it had been actually handed in to them. They had no procedure for lost and found property. Management were not very apologetic, but eventually decided to take action and asked me and two other passengers for written statements. The day before I left the cruise, I was advised that the ring had been stolen by a (previously trusted) member of staff who had disappeared off the ship in Belgrade some 3 days after I had first reported the ring missing. They merely said he had obviously been sacked and I would be hearing in due course from Scenic Head Office. Needless to say I have not heard a word from anyone, despite since writing to three of the top people at Scenic to complain. This whole matter has left a really nasty taste, and it ruined my very expensive holiday, never mind the stress involved.

Trying to contact scenic is impossible. They do not answer their phones unless you phone bang on 9:00 am. I had to chase for my documentation which only arrived today 11th july and my cruise starts on Thursday 14th. Hoping that the service on board is better, but I am not holding my breath because of the reviews I have just read.

Had a river cruise with Emerald in April 2022 that was excellent but had forgotten how bad the booking arrangements with Scenic were. So was about to try again for another cruise but 60 minutes of waiting for Scenic to answer the phone has put me off completely. They are a shower!

Contrary to recent reviews we had a great experience, true getting to communicate with Scenic is woeful but apart from that….this was a cruise that should have gone first in 2020 then 2021. We were upgraded and loved our Royal Balcony Suite with the extras including more laundry. Halfway through we had to swap ships due to water levels but apart from having to pack the crew made it seamless. We in fact like the Scenic Opal more than the Chrystal which was a little older. Our first river cruise but to us the food was pretty good with lots of choice and our mini bar was refilled daily and customised to our tastes. The service was good, slightly better on the Opal but the cruise director Nicolai was very good as the trips we chose were well run, most of the guides being interesting too. Our driver from Addison Lee for the airport runs was helpful and friendly. Only 3 minor niggles….the tap in the bathroom spat water out over you, the shower in the Chrystal had no handheld attachment which is useful for washing hair if short like me! And they took our bathrobes the day before…necessary I suppose to get all washed in time. All in all a very good week where we met some lovely people . Unfortunately since our return we have tested positive along with at least 4 others we met and to be fair there weren’t many precautions onboard and think we had all got complacent.

Just got back from the "Spectacular south of France" cruise aboard Scenic Sapphire. Holiday was booked and paid for some 14 months ago, since then nothing from Scenic. Finally contacted them by phone after a 90 minute wait. The result was to receive tickets and about 60 pages of type to be downloaded on friday pm the 10th June for a 0500 departure on 14th June. The trains to Lyon were good but the transfer arrangements appalling with drivers waiting in the wrong place with the wrong names. The cabin was excellent and the toileteries OK. Considering this was a cruise on the Rhone the food was lacking in choice (one meat, one fish and one vegeretian.), poorly presented ( part raw lamb chops, a piece of rose veal that could not be cut and a spinach pancake that was more like an undercooked dumpling with spinach flakes.) The wine choices were red or white - others may have been available but not offered. Most of the staff were well motivated but lacking in knowledge and skills. Most were nearly new recruits, were poorly supervised and received their training ( what there was of it ) on the job. The excursions were OK but some of the guides were more interested in completing the tour rather than the needs of the clients. In addition the audio system worked with each customers mobile phone and was out of order most of the time - the guides ended up shouting a lot. The entertainment was organised and sometimes presented by Darren and Katie and was very enjoyable, indeed they were the only bright spot on the cruise. Same problems on the way back as on the way out with a 45 minute search for the driver at St. Pancras. He was instructed to meet us at the end of the platform but he was unable to leave his taxi because of parking restrictions. What a cock-up. Altogether a very sub standard cruise, overpriced and very badly organised from start to finish. There was an all pervading air of "cut backs". Avoid using this company at all costs, it would age you quickly. The final irony was that my wife and I both arrived home with Covid.

We are booked on a cruise in July and need to speak to someone. We have tried daily this week, and today tried 3 different numbers. The main one left us waiting for one hour and 9 minutes then the phone battery ran out. Just tried another number and after 30 minutes lost patience, and cannot get into my account to alter the error as they are”working on it!” How do you get a person to talk to?? Today just rang Leger tours and they apologised for keeping me waiting for 5 minutes. Pull you finger out and give us a 5star booking service. Had a wonderful holiday in the past with Scenic to Australia. Reading the reports of other travellers we live in hope that the cruise is not cancelled and meets with our expectations.

We’ve travelled with Scenic before, and have enjoyed our trips. This one was disappointing. Not awful - just not the luxury we expect. We were due to go on a different cruise, but it was cancelled by Scenic with 2 weeks to go. They did give us a longer cruise for the same price, which was a generous offer. Flights were fine, arrival at the airport was Ok, and room allocation fine. The ship (Pearl) was a little dated but things generally worked (TV often needed re-setting as it seemed to freeze). The room was small and the balcony was separated from the next one by a metal screen, with large gaps all the way around, so we had to keep the door to the balcony closed if the guests in the cabins to either side of us were on their balcony and we didn’t wish to be overheard. Engine noise was quite excessive, and it was difficult to sleep if the boat was moving. Mini fridge was stocked with a small bottle of wine, one beer, orange, & apple juice and 2 or 3 cokes. The first few days, we only had a single miniature Bacardi and we were ignored when we asked for vodka or gin instead. This was rectified after a complaint to the Cruise director, and the fridge was kept well stocked. The toiletries were a disappointment. The L’occitaine items are gone, and they’re now using cheap smelling products decanted into large ESPA bottles. I do like the large refilled decanter of water- it does seem like a good way of reducing plastic usage. If we were in some countries, I might not be so pleased (I’ve contracted stomach bugs in Egypt, India, Mexico etc from such items, as staff have cut corners and used unsuitable sources to fill the bottles). I like having my own bottle to re-use - so that was a positive. Staff worked very hard and were very pleasant. But we saw little Butler service. Some of this was caused by large numbers of passengers contracting Covid (none were very ill) and needing food deliveries. We had coffee delivered 3 times, but then the card disappeared. We did have clothes pressed and this was well done. Food was good, and plentiful. I’ve lost the 8lbs I put on, thank goodness!! The bar staff were outstanding. I would, however, have liked to have seen a “cocktail of the day” just to add a little interest. Entertainment was generally OK, but it would have been nice if we’d had a resident pianist like I’ve had on other cruises. Covid measures were weak. No temperature checks, no masks out for use (you could ask for one), no request to sanitise (I do feel that we’re not children and should be responsible for our own actions but I do feel that the number of cases on board were seriously undercounted and under reported. We were told 3 people - but I know of at least 23). Trips were generally good, but too short. Far too little time to explore some of the gorgeous towns and cities we visited. No welcome home drink, but cold flannels were occasionally offered. Loved the e-bikes on board. Excellent idea and easy to use. There were a number of bike expeditions- around 25km each (a easy on the legs for weaker cyclists but still quite hard on the bum) - which were enjoyable. Lots of guests were disappointed with the rooms allocated- they’d paid for larger suites but were not given them. This is possibly due to cruises being collapsed- but no effort was made by Scenic to address the issues or apologise. It was almost a case of “We don’t care - you’ve got a cruise, now shut up.” The guests in the large suites at the rear of the boat could not open their balcony windows due to the smell of diesel, and one passenger was electrocuted in the bathroom (not seriously hurt), and even after staff came to “fix it” she received a second shock when she showed her husband how it happened. I think customer service needs to be addressed as a matter of urgency. It is causing discontent. Loyal customers are being put off travelling again, and it seems that other cruise lines are offering as good an experience for a lower price. Loyalty club perks are lower than they used to be (according to Diamond and Emerald loyalty members)… I also think that the quality products need to be re-instated and a re-vamp of the decor is urgently required.

Scenic - tragic and pathetic! On board Scenic Diamond the staff are East European with little training. I asked a waiter for a Pimms - because he did not understand he told me to go the the bar and get it myself and refused to serve me. On the sun deck there is no shade only netting. If you want a drink you have to go downstairs and get it yourself. On one excursion 4 guests had to get a taxi back to the boat because the guide changed the meeting place without telling them. On the outward journey we got of Eurostar at Gar Nord for a transfer to Mont 1 station - no rep to meet us so after 30 mins we eventually found mini coached hanging around outside. On the journey home no rep from Mont 1 station to transfer us to Gar Nord so after 40 mins found a person who had all the wrong names. When our group arrived at Eurostar 5 passengers missed the train as we were so late. At St.Pancras no car booked for us so we had to arrange our self. Do not travel with Scenic as they are incredibly unreliable. After sending a complaint to Scenic 5 days ago I have had no response!

We were advised last week that our return flight had been cancelled. I have been trying to contact Scenic for days to rearrange the flight. I have phoned repeatedly on multiple phone numbers, waited for long periods and often requested a call back. I have not received a call back and have not been able to talk to anyone. The customer service is appallingly bad. There is no specific customer service number to call. Obviously they are happy to take your money. After that they clearly don't care.

So disappointed with level of service received from Scenic prior to travelling that we have cancelled our trip at the last minute and forfeited all monies paid, the person I spoke to didn't even bother to ask why or apologise and surprisingly the cancellation invoice arrived in my inbox within 15 minutes. A much quicker result than my travel documents that finally arrived this morning, after 2 phone calls. Might seem drastic but the stress and anxiety their absolute lack of care, interest or support you are given once they have your money means we have no confidence or desire to risk travelling with them. Over the last week I have spent almost 5 hours on hold being told that they offer 6 star, exemplary service, which is definitely not true. Don't bother with them, they really don't care. There are plenty of other river cruise companies that will give you much better service. Their Customer Service Manager, Lindsey, is no help whatsoever, am still waiting for an email regarding compensation. Further update - having been told when I cancelled that Scenic would cancel the taxi pick up and all transfers that they had booked I have since been phoned by Addison Lee to confirm our taxi to the train and today (when we should have been on Eurostar starting our holiday) a phone call asking where we were as a driver was waiting at Gard de Nord to take us to Gare du Lyon. So not only do they not care about their customers but obviously don't care about how their inefficiency affects other service suppliers. The one star is for the poor staff that have to answer the phone after people have been waiting up to 90 minutes to speak to someone. Otherwise Scenic get no stars from me at all. Back to Viking and Silverseas for us.

After my 2 previous cruises were cancelled due to covid I was extremely disappointed to be telephoned over 2 weeks ago to say my 14 day cruise for October 2022 ( I booked 18 months ago), down the Rhine and Moselle was also cancelled. I was offered an 8 day one, still in October but on a different date. I said I'd have a look and get back to them. As it doesn't go down the Moselle, which I have wanted to do for about 40 years, and not fit in with my other bookings I telephoned to decline and ask for a full deposit refund. It took me over 2 hours to get through then a very helpful lady said she'd organise my refund which would be with me in 2 weeks. In the meantime I get an email stating the new itinerary for the 8 day cruise. I've emailed several times to say I didn't want it but no reply and previous emails have also been ignored. I would dearly like to know the reason for cancellation. Surely after 2 years of not being able to travel one would have thought filling a ship with 250(?) people wouldn't be difficult especially as I was told when I booked I'd got the last cabin available for my requirements. Being an organised list making person I've booked a London hotel for a couple of nights prior to the Eurostar journey together with theatre tickets, train travel, time away from work, bought suitable clothes and shoes and booked my 2 cats into a smart cattery for 17 night so I am out if pocket over a grand with no smart 5* plus luxury cruise at the end of it. Their ships may be advertised as ultra smart and the last word in river cruising but I'm afraid I'm never going to find out. If they can't get a telephone system and their email replies organised it doesn't bode well for a relaxing holiday. Needless to say I haven't as yet had my refund.

Communication with Scenic is dreadful. We booked a cruise fro Lyon to the south of France. The flights to Lyon were non direct via Frankfurt Germany with Lufthansa I decided to complain about this, but there is no email contact. You either have to telephone, and talk to an unhelpful agent, or use their contact form. I decided initially to telephone. I was left waiting to be connected for 40 minutes, and when I got through I said that as this was an expensive cruise for 11 days, so why is it not a direct flight. I was told that this what they had been given by the airlines. After the call I went on British Airways website ( who is the airline bringing us home) , and found that they had a number of direct flights for our departure date. I have had no satisfaction with regard to this, so I thought I would document my experience. Also, part of the package is a chauffeur driven car, to and from the airport, and we have had no information regarding pickup time. The whole experience has been quite unsatisfactory. This is the third time that I have travelled with Scenic, but I certainly will not be traveling with them again Lawrence K

Very disappointed with cabin - avoid 237 as it’s next to engines and we were not told this when booking so lost 2 nights sleep before being moved at our request to a quieter room which cost us 300+euros despite first cabin being in our opinion unmerchantable - Scenic declined any refund of extra cost - very poor customer relations and won’t use them again or recommend them

They cancelled our cruise in October due to lack of numbers just like that! Offered us alternative dates by phone which i could not decide there and then due to work etc. For the past 3 days I have tried to contact them by phone but no one answers just the cheesy recorded loop. I have waited 40 minutes but nothing. call back doesn't work at all. Refund for me and I will never go near these cowboys again. AVOILD LIKE THE PLAGUE!!

Our experience on board was good (Douro, early 22). Our experience trying to book was not good. Try getting through on the phone - 6 hours plus. Try getting through on the Web site? Not going to happen, they got hacked recently. Pretty appalling for a company of their size. Check your details, as they've provided no reliable confirmation they weren't conpromised. Ask for a call back? Not going to happen. Try Viking instead. Update: As at 25/7/2022, the Scenic / Emerald MD has just written to existing customers, blaming amongst other things Covid. May I politely remind him, its Covid-19, not Covid-22. The customer support is practically nil. I've been waiting weeks for a response about an existing booking. AVOID. If you want confirmation, check out the warning on the Scenic Web site: Due to the latest changes and disruptions to flight and rail schedules impacting the travel plans of our guests, we are currently experiencing a high volume of calls, meaning our wait times are longer than normal. We apologise and are doing our utmost to ensure our guests holiday plans continue as normal and are contacting impacted guests. If you prefer not to hold please email *****.co.uk with your booking reference, name, date of departure and contact phone number. Thank you for your patience. Sounds great? Try the experience. No responses on this site from Scenic. That's quite telling, but in line with their contempt for you once you've paid.

I've currently been on the phone for an hour. Nobody at the other end. For a company that promises 5 star luxury, this is an absolute disgrace

We went on a Danube river Cruise with Scenic from 11th to 18th April 2022. There were four of us and it cost £12,000 for the week. There was no proper greeting on arrival and our cabins were not ready. Our bathroom door didn’t shut, our safes didn’t work, our floor was stained, our friends’ bedside lights didn’t work and there was a toilet brush sticking out of the bowl and a vile smell emanated from it. Our tv didn’t work. The toiletries were not as advertised - much cheaper versions - our tv didn’t work. Beyond 5 star luxury - I don’t think so. In the middle of the night before day three, the toilet system on the ship broke and we were left with no working toilets. Despite repeatedly trying to get answers from the management we were simply repeatedly told they would be fixed shortly. We came back from a morning excursion for lunch and the toilets were not in use (well we used them because we had no choice but they couldn’t be flushed - 5 star? I don’t think so). We went out for the afternoon and on our return found that they still weren’t working. Eventually we were instructed that we were to have dinner then pack all our things and we would be taken to a hotel. We arrived at our hotel at 11pm, queued with our luggage until 11.30pm to check in. We then had to be up, breakfasted and out again by 8am to sit on a coach for most of the day. They fixed the problem and we met the ship further down the river only to find that the air conditioning in the cabins was no longer working and didn’t work for the rest of the trip. We did not spend £12000 to spend 2 days on a coach trip or to be chucked off the ship at 11 at night having had to pack all our luggage after only 3 days! They also asked us to pay for any extras before leaving the ship!! The customer service and Public relations was just appalling. I have spent hours trying to speak to someone. The customer service person here in the U.K. is a Lindsay Ash. She never answers her phone or replies to messages. I had a response to my first email with an offer of a £275 pp refund which I declined as this does not reflect the disruption to our holiday caused by the myriad problems. She said they were offering it as a gesture for having to spend one night off the ship and basically ignored every other problem I highlighted. The Scenic Crystal was the name of our ship and I have read that two other ships have also been throwing passengers off because of mechanical failures. Scenic will tell you that these issues are beyond their control! I would suggest that if that is the case then You are better off cruising with a company who is in control! I would also suggest that perhaps in the two years the ships weren’t sailing they were not properly maintained and they are happy to take our money, still charging top dollar whilst not investing in their fleet. DON’T BOOK WITH SCENIC!

A tale of 2 Scenics. Scenic Portugal Douro Cruise was fantastic, all the staff were amazing. Scenic UK totally useless with impossible communication and all made worse by their use of Addison Lee for transportation between home and airport.Outward journey car arrived 40 minutes late and then went to the wrong terminal. Return. The car hadn't turned up after waiting well over an hour from pick up time. Gave up in the end. Sort your UK operation out Scenic before you ruin the reputation of your Portuguese hosts.

Scenic - they have so much to do if they ever want my custom again and it starts with customer service Windmills and Tulips Cruise April 2022. Not the the luxury that they advertised or we expected. Mechanical engine failure four days into the holiday. Average food. Hard working staff but lacked leadership. Poor communications. Was the Cruise Director just not up to the job or perhaps she had the unenviable job of being the mouthpiece of an almost uncontactable company who when they eventually surfaced had little to say and as yet have failed to honour what they did say. Once they have your money - you are on your own.

Please don’t book with this company. They cancelled our return transport and cannot explain why. They blamed the car company Addison Lee but they confirm they have an e mail from scenic cancelling. They did not provide gluten free food. If you have a severe food allergy please don’t go with them. They left us for 6 hours at a Swiss airport. We complained but they just blame everyone but themselves. Would never travel with them again