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

Michelle

1 out of 5 stars
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!

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LW

Lena Wagner

2 out of 5 stars
9 Minten Wartezeit

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

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KW

Kika Wigley

1 out of 5 stars
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.

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DT

Dawn. T

4 out of 5 stars
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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All reviews

180 total • Write a review

Showing 131 - 140 of 176 reviews
SH

Die telefonische Erreichbarkeit ist…eine Katastrophe

Die telefonische Erreichbarkeit ist eine Katastrophe. Das ist kein Kundenservice. Nicht zu empfehlen.

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e

TUI ist nicht erreichbar

Wir haben am 5. November 2023 eine Reise von Heraklion nach Dubai gebucht. Auf Grund des Krieges in Israel und der daraus resultierenden Gefahrenlage versuchen wir seit 2 Wochen ergebnislos TUI zu kontaktieren um eine Auskunft zur Reise und den geplanten Landausflügen in Ägypten und Jordanien zu bekommen. Das Auswärtige Amt hat schon mehrfache Reisewarnungen ausgesprochen aber TUI ignoriert im Moment alle Kontaktversuche. Die An- und Abreise haben wir selbst gebucht und wir befürchten, dass wir unter Umständen auf unseren Flügen sitzen bleiben. Dieses ignorante Verhalten ist schäbig und unprofessionell und wir werden diese Schiffe nicht mehr betreten.

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MC

Marella Voyager

sailed on Marella Voyager cosmopolitan classics very friendly staff and lovely ship even though full still didnt feel over crowded, Cabin 10034 executive suite was simply suberb and far exceeded our expectations (just be aware you do hear sunbeds being dragged on deck 11). food was fine, Kitchens was good but as the menu doesnt change could become boring but vista and latitudes were very good . Special shout out to Andri our cabin steward on deck 10 who went above and beyond. Did a couple of trips and were well organised but was not keen on Naples at all. Steve the captain kept us all well informed every step of the way without being intrusive. would definitely go again, nothing pretentious at all just a really good trip.

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Nw

Premium Drinks On Merella Voyager 2.

On Merella Voyager 2 from Dubrovnik. Tired ship. We purchased premium drinks package, not worth it. First three days they not no premium wine and the bars where all running out of drinks. Complained the day they were restocking doh! Took 2 days for the bars to restock, Don't buy premium drinks it is definitely not worth it.

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AS

First ever cruise

We have just returned from our cruise on the Morella Voyager. It was our first cruise and we were very excited and unsure what to expect. The staff on board and all the arranged transfers from TUI were second to none, everything was timed to perfection and were kept well informed. The cabin was clean and every day were offered clean towels and left fresh bottles of water. The evening we were left our towel animals and chocolate on the pillow which was a really nice touch. Also our daily cruise news which let you know what was happening the following day. There was a good variety of food and we really enjoyed the latitude 53 restaurant where the food was good and service exceptional. Shows were really good but some of the singers in the bars were a bit monotonous. There was a bad smell of sewerage in Appertif which was a real shame because it was a lovely bar and had a good choice of gins and whiskey's. Enjoyed all of the tours and being in a new port every day. Didn't have time to use the spa or the pool as we're busy off ship. Wanted to try and fit as much in as we could. Met some lovely people on board and only saw a couple of children with families so that was good to be 95% adults only which suited us. Overall we were really happy and would definitely do another cruise with Morella without hesitation.

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DA

Amazing

We had an amazing time on our cruise. Thank you to all there. Special thanks to Cris, John and Allyssa. From Kaz and Daz.

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d

Total lies from tui from before to went…

Total lies from tui from before to went and while we were onboard, we got a email stating our cabin had been changed before we left rang tui a number of times and were told not to worry you will get the room you booked got to ship and our cabin had been changed we were moved from midship to back of ship 30 cabins away and take make matters worse our cases were took to our cabin we should of had and had to collect them ourselves, we went to reception again and were told by Franklin that we can have the room we booked next week and we will pack your things and move you, the following day we reported our toilet didn’t work told it had been fixed and the following day it was just the same and didn’t work again reported it again it’s not ideal having to get ready and walk out of our room to use public toilets, the following week we went to reception to get new keys to the room we had booked only to be told there had gave it to somebody else you couldn’t make it up, when we went back to our room there had even put somebody else’s cases in our room another trip to reception and a snigger from Franklin, you can’t fault the hard working staff but like every were else there are understaffed and over worked but still have smiles on there faces, reception staff leave a lot to be desired, never again we tui or marella

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MF

TUI medical malpractice

My wife fell ill with vomiting whilst onboard the TUI Marella Voyager on 14.07.2023. The only thing she eat different to me was the beef curry. We rang for medical assistance and I've covered the problems we experienced , and still have not resolved separately, on Trustpilot. I've managed to get hold of an e mail from the onboard Dr sent to TUI in relation to my previous, and still ongoing complaint. TUI have charged £800 for overnight observation for my wife and this is clearly stated by the Dr in her own words. The issue we have with this is that my wife was discharged by the Dr after approx 2.5 hours. She spent the night in our cabin. For some one to receive overnight observation they have to be at the very minimum, observable. This seems a minimum requirement. She was 8 decks above and we did not have medical staff in our room overnight. This is fraud ie charging for a service or product not supplied. I've tried to engage with TUI on this very serious issue but they just ignore us hoping we'll go away. I won't. I had to pay the finally onboard bill to TUI and as we were handed this 10 mins before our pick up for the airport i wasn't in a position to the read all the paperwork until i got home and that is when i saw the £800 charge for overnight observation in the medical centre. I've been trying to resolve this since 15.07.2023 and still ongoing with no end in sight. Fraud is a serious accusation but TUI are just not interested in engaging.

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AJ

First cruise , excellent

We went on the newly refurbished Marella voyger it exceeded our expectations . Excellent food , the premium drinks package is well worth the small extra cost. We travelled as a couple. We loved the large balcony in our cabin for a bit of quiet time but equity enjoyed the shows and the flute bar . The staff are amazing . pratama in the flute bar was delightful and looked after us well . I hope he is there when we return in winter for a Caribbean cruise . We were so impressed we booked the same ship. If you get chance the spa is well worth a visit too.

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O

Mein Schiff hat derbe nachgelassen

Auch wir haben schon einige Reisen mit Mein Schiff gemacht. Auch wir waren so fair, wegen einer abgesagten Reise das Geld bei Tui zu lassen, um es bei der nächsten Reise wieder zu verwenden. Die Corona Zeit endete und wir gingen 17 Tage an Bord, um den Norden dieser Welt zu erkunden. Man hat uns schon vorgewarnt und gesagt, dass der Service bei Mein Schiff derbe nachgelassen hat. Das kann ich leider bestätigen. Das Wort Kulanz kann dort wahrscheinlich niemand schreiben oder buchstabieren. ich konnte einen Ausflug nicht mitmachen und trotz ärztliche Bescheinigung wurde ich ab gebügelt, und die Vorgesetzte hat ihren Hintern nicht einmal aus dem Büro bewegt. Ebenfalls der Chef der ganzen Sache sprach mir auf der Kabine aufs Band und bügelte mich ebenfalls ab. Das Essen im AnkelMann Restaurant bestand leider zum größten Teil nur aus Kalb und Lamm, was nicht mein Geschmack ist. Gott sei Dank gab es im Tag und Nacht, Restaurant, Rollladen und Pommes… Die Ausflüge waren gut organisiert, wie immer, da gibt es nichts zu meckern, allerdings sollte man bei dem Alter der Passagiere schon vorher mitteilen, dass nur eine englischsprachige Begleiterin an Bord des Buses ist. Weiterhin sollten dringend die Beschreibungen der Ausflüge mal aktualisiert werden. Unsere alte Mutter wollte einen Ausflug nicht mitmachen, weil es in der Beschreibung hieß, dass man 600 m noch in die Höhe gehen muss bei Geröll und Steinen. Wir haben diesen Ausflug mitgemacht, und es gab keinen Weg, wie er beschrieben war. Das war für meine Mutter sehr ärgerlich. das schien aber niemanden dort zu interessieren, als ich darauf hin wies. Das Kabinenpersonal, mit der täglichen Reinigung waren fantastisch. Auch in der Lounge Nachbar waren die Bedienungen hervorragend. Wie schien es, als wenn das Personal insgesamt reduziert worden ist. Dann wollte ich meiner Tochter eine Flasche Prosecco von Mein Schiff mitnehmen, und es wurde ein Preis von 32 € genannt. Ich musste mich fast hinsetzen. Die Flasche haben wir natürlich dagelassen. Das Personal vom Boot Hospital waren ebenfalls einsame Klasse. Die Preise jedoch nicht. Für ein paar Behandlungen, die nicht lange gedauert haben, wurde mir dann einen Beitrag von fast 2700 € berechnet. Auch die Freundlichkeit bei der Auskunft ließ zu wünschen übrig. Das kennen wir besser. Jetzt wollen wir einfach mal schauen, was es noch so für Reedereien gibt und dann probieren wir halt das aus. eine Korrespondenz oder mal ein Telefonat mit mein Schiff in Hamburg ist unmöglich. Auf Mails wird überhaupt nicht geantwortet und telefonisch bekommt man niemanden. Aber es melden sich ja immer noch genug Leute für solche Schiffsreisen an und da kann man natürlich mit dem Kunden so umgehen. Stammkunden zählen bei Mein Schiff nicht mehr. Wie gesagt, dann versucht man es woanders.

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