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

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Showing 141 - 150 of 176 reviews
LP

Marcella Explorer 2 Cabin flooded and in a poor state of repair

Cabin was in a poor and tired state. 3 of 7 days our carpet was flooded and remained wet due to rain leaking in to the cabin via the balcony doors. The carpet smelt very unpleasant and we were forced to sleep with the patio doors open. Our complaint was raised 3 times over a 6 hour time period before any assistance was provided. The light and extractor fan in the bathroom were broken and there was a significant amount of mould evident in the shower.

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C

Marella Voyager,Very poor

Just returned from a cruise on the TUI Marella Voyager. The staff were great and did the best they could. The ship has just had a refurb but only in the bar's and restaurants. Unfortunately the cabins and plumbing infrastructure hasn't and it's show's. The toilet broke down twice in our room this also happened to other passengers as well.But the worst thing was corridors and bars and restaurants smelling of sewage. The first night the Latitude restaurant smelt of sewage and the following night the sewage smell was in the Flutes bar.

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L

If I could rate minus 1 I definitely…

We have always booked with TUI and never had an issue always a great experience, however If I could rate minus 1 I definitely would .We booked with TUI for the marella explorer xmas cruise. I can’t list all the complaints on here but as to say we complained in the January as soon as we returned, and are still waiting for a satisfactory reply regarding these issues Mouldy food Staff being the evening entertainment Cleanliness dirty toilets and bathrooms Rodents on board which we alerted members of reception staff but nothing apparently had be noted or seen by staff members! Wi-Fi not included Not enough sun beds Meals uncooked and cold . The only thing that was satisfactory was the hand sanitiser on board. Please save your money and book with another cruise line as I honestly believe you won’t get a great experience on this ship.

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TL

I have my pros and cons here

I have my pros and cons here Do not going with tui if you have a baby or toddler under 3 they are just not interested in families with small children at all I noticed this as before I had my baby I was treated like royalty And also there isn’t much to do for babies on the voyager they say they have a splash pool by the children’s club It was never used and hardly had water in it The older children were at the main pool TUI turn that into a baby pool it small enough to clean and you empty the water out daily plus next to this pool by the Mini clubs as they call them is a Decking area closed off and not use attached to the children’s club I was in the 0-3 babies room a lot I didn’t see that used and I think it’s a waste of space and could be turned into a small splash pad for little ones They get hot as well and want to cool down Now I have a baby and been on my 4th tui cruise I won’t be in a rush to return as I feel my baby didn’t have much to do There was no changing areas anywhere I had to go back to the cabin Lacking a lot for small passengers Staff were good overall Food was nice Again small pools I didn’t use as I didn’t leave my baby but watching the pool area to small for the amount of people on board And as people say these are the cheaper end of cruises so you could say if you looking for a bit of Benidorm go around the pool area cheap and cheerful not for me though Cabin was clean and tidy and nice size large balcony was good size to Terrible trouble with the safe every day it was a call to reception as safe wouldn’t work .reception like to come up and tell you there is nothing wrong the safe we took this as lack of customer service Another small con but they do add up Over all don’t go on tui unless you have a child over 3 year old and like a mix of Benidorm behaviour I am now going on a cruise with NCL And I’m hoping with a splash pad etc that I will have found my new cruise line to go with from now on

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MM

Very average cruise experience.

Staff: Very polite and helpful staff all round. Special thanks to Galeb and Germain at the flutes bar and Aidil and team at vista restaurant. Food: very repetitive and quite bland unless you are willing to pay additional extortionate price for a la carte, which should be included in all inclusive package. Drinks: variable good quality beer, spirits and wine. Value for money: would have been good value if A La Carte restaurant were included within all inclusive package. Cleanliness: ok Pool very small and jacuzzi in the boiling hot sun with no canopy. Far too hot and unhealthy for use in current hot climate.

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G

If anybody has tried to book excursions...

If anybody has tried to book an excursion on a tui cruise, don't bother. I chose one online put it in my "planner" and tried to pay. The website just hung so after a while I came out and tried again. The same happened again. I checked my bank account and both transactions are showing as pending. This worried me so I phoned the number on the booking which promised help with all my issues but they could not so I was transferred to another person who was completely unhelpful treated me like an idiot and told me there was no way I could talk to anybody just email. Such fantastic customer service!!!!!

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RE

Tui,Marella Voyager Cruise

Just got home from a cruise with Tui on board Marella Voyager. As a party of four, we all had an absolutely fantastic cruise, the food in the restaurant's was amazing, we all thoroughly recommend both, Surf & Turf and the Silver Fork. The standards of service, quality of food and friendliness of the staff was unbelievably good! The facilities on board were brilliant. All staff were approachable, friendly and helpful. The cruise destinations were great too. Although it was very hot in Italy, the excursions were run very efficiently. We all agreed, St Raphael, France, was a particular favourite. Snorkeling on the beach watching shoals of small fish then having refreshments in the shade at a pavement cafe. We managed to book a bridge tour, very interesting, lots of technology to assist the crew. We finished every evening with a trip to one of the many bars, waited on with drinks, listening to live vocalists, chatting to other cruise goers, everyone was very friendly, then onto the Broadway Show theatre to watch the late shows before returning to our cabin, where the stewards had even in and turned the beds down, left the cruise news for the following day and a different towel arrangement every day. Can't fault any aspect of our experience on this cruise, 100% hooked and already looking at next year's cruise. Enjoy your cruise.

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RC

I gave one star becoue I couldn't give…

I gave one star becoue I couldn't give less. So disappointed. Cruise to Greece with Marella awful 2 small pools super crowded, very poor internment the excursion people so ignorant and unhelpful. The noyse at night unbearable no sleep. The food is HORRID every thing is frozen taste like dog food. We were suppose to go to Rodhy island as well they didn't stop for a very lame excuse. NEVER EVER AGAIN. PLEASE DO NOT BOOK WITH THEM

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pl

Just returned from a American dream…

Just returned from a American dream cruise It was more of a night mare tender running aground Day at sea to get off the ship for 4 hours then another sea day engine fire ( small ) 7 hours back to port from engine room fire total nightmare the food was terrible this is the only cruise I’ve lost weight on with worry You reception staff walked away from me when asked I a question your captain could not even address us on how we was getting back to the uk your customer communication skills are below average we recommended family to go on this cruise you have had the best part of £18.000 hard earned money from us For what Never again Regards paul lee

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L

Great Cruise on Marella voyager

Great Cruise on Marella voyager What a lovely friendly ship from passengers crew and captain we had a lovely week we were so well looked after …all staff work so hard & always happy helpful and smiling

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