Review summary

TUI Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.

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M
Absolutely terrible holiday but if you…

Absolutely terrible holiday but if you like not being able to get a sun bed at all, (all occupied ones crammed in tighter than sardines in a tin) outdoor swimming pool being closed 2 days running whilst at sea (due to vomit) told to use teaspoons to eat with as no other cutlery, cleaning your own table of previous occupants tableware etc before you can sit down with your own dinner, eating wet food that’s tasteless or poor choice ie pie and chips! Then this is the trip for you!!! And I’m certain I caught my bacterial conjunctivitis on day 3 of the trip due to dirty hot tubs (can’t be proven though for obvious reasons) - generally a 1* ship with 1* food/service/amenities- I’d struggle to express just how shockingly terrible this cruise was. TUI cruises are aware of all the problems/issues experienced on board and said they could only apologise but everything I’ve said/mentioned/complained about they can’t do anything about as their feedback is running at average so no cause for anything other than a gesture of goodwill and offered me a £100 discount voucher off another TUI holiday - I refused and don’t feel TUI realise just how appalling their cruise actually is I’d look elsewhere and definitely not waste money with them! Never have I been on a holiday I desperately wanted to get home from! I spent over £2000 for a week and really wish I’d read reviews before I booked because the negative reviews really are true and honest!

LW
9 Minten Wartezeit

9 Minten Wartezeit. Die Dame am Telefon war kompetent jedoch war es durch ihre schlechten Deutschkenntnisse sehr schwierig sie zu verstehen.

I explicitly asked the agent for no…

I explicitly asked the agent for no surprises regarding fees as my budget was very limited. I have 3 teenagers and wanted them to experience a cruise. Once booked I find buried in terms and conditions and FAQs that wifi is an extra charge and not cheap! I ask why this wasn’t made very clear when I was booking the cruise especially after asking for no hidden costs. All I got was a sorry from 4 different people I managed to speak to. Sorry but we can’t do anything! They even admit the wifi cost isn’t advertised properly but still they can’t do anything. With 3 teenagers I will have to remove some of the tours we wanted to do if the wifi costs use up our budget. Very very disappointing from a very greedy company. I will it book again.

DT
Morella Discovery 2. Cyprus/Greece/ Islands/ Turkey

We had a super time. 7 days. The food was good (though puddings uninspiring). The staff were fabulous and worked so hard. The entertainment was adequate. My only real gripes are: 1. The hogging of sun beds. There was notices asking people not to leave towels, but this was not followed up. We saw people pegging their towels on sunbeds and then going to do other things, going ashore and even going off on excursions for the day! . It is a shame that people are so possessive and uncompromising over such things. One example: My husband was sitting on the floor (after we had been ashore) next to two empty sun beds for over an hour, 2 ladies finally turned up just to collect their towels stating "you can have a bed if you like, we left our towels here this morning, but it didn't really work out for us today" 2. The bedding was very tired and had seen better days - flat sheets with knots in the corners to turn them into fitted sheets and thin in places - most lining was stained/ marked even the table cloths.

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Showing 1 - 10 of 176 reviews
SA
2 out of 5 stars

I booked a stay and cruise on marella…

I booked a stay and cruise on marella explorer for my husband’s 60 th through hays travel we did stay first in hotel that claimed to be in corfu town it was good 45 minutes walk away or taxi on arrival noticed really strong gas smell to find mini fridge was leaking ammonia reception wanted to sort it in the morning after my persistence finally came to room as soon as he walked in said amo amo put fridge outside the room no information from tui rep about our transfer to ship on checkout took receptionist about an hr finally found out what time we were being picked up excited to get on the ship found our room inside cabin on deck 4 back of the ship we didn’t have a good nights sleep all week everything rattled and it sounded like we were sleeping next to a generator exausted after three days no sleep I did complain to only get a feeble apology even though people next door got moved didn’t get to go to some of the islands got diverted to turkey bad swells market buffet deck is smelly and food not the best except for breakfast after two weeks we felt run down unwell and knackered complained to tui like the ship feeble apology don’t think I’ll ever go on a cruise again not relaxing at all

Date of experience: July 18, 2025

BG
1 out of 5 stars

DO NOT book if you have allergens

I went on Marella Voyager around the Med. On their ap, Tui asks for any allergens. I filled in that I cannot have glueten, soya or dairy. PLEASE do not book if you suffer too. It was such a struggle to get alternative milk. Only GF cereal contained soya. Most of the breakfast food is cooked in soya. No alternative dairy foods readily available Really unimpressed and will NEVER book another Tui holiday.

Date of experience: July 7, 2025

NS
5 out of 5 stars

First cruise amazing better than any resort holiday …

Our first ever cruise we did the Grecian discoveries on the Marcella discovery 2. Absolutely fantastic from beginning to end we can't wait to go again. We are aged 45 and 49 so were worried about weather it would be for us. No need to be a mixed age group from 30s to 80s. Great vibe everyone so friendly. and chatty. Better than any resort as so much to do on board and caters for all types of entertainment right through till 2am in the nightclub, food was especially fantastic in 47 restaurant, music and quizzes by the pool every day. Each destination was different we did have 2 changes due to weather and did Marmaris instead of Bodrum. So pleased as the day trip to Daylan was worth every penny £48 each including mud Sulphur baths, boat trip, lunch and our highlight seeing turtles. We shall be going next on the Adriatic Delights

Date of experience: July 2, 2025

m
1 out of 5 stars

tui and marella customer service, very disappointing

tui and marella customer service, shocking, paid for outside cabin, £180, was given a cabin with entrance to crew staff next door and a porthole, advised to speak to marella when on board, they couldn't help as ship full to capacity, tried to change room 2 weeks before as advised by marella, rang up to change and couldn't as it was 14 days, the cabin we were given was shocking and spoilt our whole experience, won't be travelling again with marella or booking through TUI, also to top if off we had the all inclusive package, only drink john smiths, they ran out 2nd day and didn't restock, we could have saved out money and kept inside cabin for what different the porthole made

Date of experience: June 29, 2025

MV
2 out of 5 stars

Marella explorer greek islands cruise food is…

Marella greek islands cruise food is really poor greek island cruise no meze no grilled fish they were serving cottage pie unbelievable really low quality food too. Also all inclusive holiday you have to show your cabin card it becomes really annoying and the water in the ship taste really strange I am sure it's a filtered sea water. Market place restaurant got a really bad smell too.

Date of experience: June 26, 2025

t
4 out of 5 stars

We were on the Marella Explorer 2 in…

We were on the Marella Explorer 2 in June 2025. The ship was a bit 'tired'. The first thing to say is that all the staff were friendly and very hardworking. Our room (9228) had a balcony. When we arrived, the bathroom had a bad smell but was cleaned as soon as I complained. The previous occupants had trashed the safe, so that had to be replaced. The handrail on the balcony had just been varnished so was very tacky and we couldn't lean on it for a couple of days. As a person with a sensitive nose, I found an overwhelming smell of drains in most areas of the deck. There also seemed to be varnishing and painting going on regularly, so the paint/varnish smells were quite strong. The food and the service in the main restaurants was very good. The food in the self-service area was acceptable. The shops sold most things, but it would have been useful if they could have sold the pegs to secure the towels to the sunbeds (as we were unable to purchase them anywhere else).

Date of experience: June 23, 2025

P

PC

US

3 out of 5 stars

This is an honest review taking into account Discovery 2 is now 30 years old…

This is an honest review taking into account Discovery 2 is now 30 years old and is a de commissioned vessel that was once owned by Royal Cartibbean lines...If you've never cruised before you will probably love it...Plus's it's small and very friendly,...you could always get a sunbed along with a seat in the theatre and table in a restaurant but sadly that's as far as the anticipated cruise experience stops. It's far from luxury so don't expect the ritz.Balcony cabins have exposed rust on the balconies even though to be fair the insides have been fully refurbished on decks 6 and 7 and are fine and perfectly adequate.The all inclusive is lacking , if you dont mind a cocktail served in a scanky plastic marked glass then great but if you're expecting a dressed cocktail in a fancy glass then you will have reason for complaint .The draft drinks like diet coke are like cheap Rola Cola so expect to pay around £2.50 for a can or upgrade to the premium drinks package.The food..You could always find something to eat but there was no fab it was just okay.The excursions weren't that brill either.To summarise the itineraries are decent but if you are looking for a true cruise experience with an element of wow then give these a miss there's far better products out there for similar money...Would I go again ?? Only if it was cheap and sadly they aren't. That said they do have a loyal customer base.For me however they were below par and I was somewhat under whelmed.

Date of experience: June 22, 2025

JP
3 out of 5 stars

Misinformation relating to a Christmas…

Misinformation relating to a Christmas river cruise on the Rhine 28th November 2024. What was advertised at 2 of the 5 destinations either did not exist in terms of Christmas markets or the general German Christmas experience. We expressed our dissatisfaction on board to no avail and subsequently in writing but it has been rejected. Both ports have been removed from all advertised future Christmas cruises. Tui are in breach of their own contract Satisfaction Promise that says " love it or your money back". I am now commencing Court action due to their failure to properly address the matter and escalate to a Senior manager of Director. The Skyla was excellent in terms of crew and food but after cruise service is diabolical.

Date of experience: June 18, 2025

PS
1 out of 5 stars

Danube Treasures 21 - 28th April 2025

There was a Sickness and Diarrhoea bug on the boat from the outset. We found this out as most of the entertainment team had the bug prior to arrival. People & cabins were closed for 48 hours and to be honest the boat should have had a deep clean prior to arrival. 2 of our 3 cabins were ill. Made a complaint to TUI & they said speak to your insurance company. Blamed it on personal health problems and not their problem. They also wouldn't disclose the number of cases they had, but it was a lot. Would never use them again. There are better cruise companies that don't treat their paying customers this way. Poor!!

Date of experience: June 18, 2025

YC
1 out of 5 stars

SHOCKING MERELLA DISCOVER

MERELLA DISCOVER - march 2025- two weeks Caribbean cruise. We arrived on the 16th march, first impressions of the ship where a little disappointed main areas all nice but strange stale smell as we wondered around to find our cabin, once in side it was a smaller than I expected for a balcony but on the whole was ok , until we went to bad that evening lumpy pillows cheap bedding very thin sheets, not the quality I expected for the £6000 we had paid. On the second day I notiv=ce the bottom she had a massive tear in it.. I waited to see if this would be change that day, it was not in fact it was still on the bed when we disembarked. (yes I could have compained but by day three the disappointment with the whole ship had set in and the only thing keeping our spirits up was the island escapes. The food on board was poor quality in all dinning areas the only decent meal I had the whole two was was inn the the asian fusion but I think even this was microwaved. the cocktails on the all inclusive were served with no flair or grace and tasted of chemicals cheep. the staff knew they were serving up rubbish.. to be fair they were all lovely and helpful.. but it did not make up for the fact we spent two week feeling absolutely ripped off.. the captain clearly did not have enough time to make it to some of the islands as come 1am it was like sleeping on speed boat at 60 mils per hour and on the last night this happened at 10 pm making it impossible to walk around the ship. the ship was so cold even night we ended up gong to bed early just to get warm. our expectation for this cruise was low to start with as we have cruised over the years with other companies, but it did not even meet our low expectation !!! We have complained to TUI but to no avail they did not want to know.. WELL KNOW THIS TUI holidays & MERRELLA CRUISES WE WILL NOT BE BACK EVER.... if I could give 0 stars I would

Date of experience: June 16, 2025

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