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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Showing 151 - 160 of 176 reviews
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Wir hatten mit Tui-Cruises einen Flug…

Wir hatten mit Tui-Cruises einen Flug auf die Canaren gebucht und sind bei CONDOR gelandet. Ein verlockendes Angebot auf ein Upgrade für Business noch gerade wegen der Corona-Zeit hatte uns auch gefallen. Aber wir mußten ebenso beengt sitzen wie in der Economy und haben dafür einen Aufpreis von 218,- Euro bezahlen müssen. Die Reklamation hat sich nun ein halbes Jahr hingezogen und wurde nicht angerkannt. Natürlich haben wir uns mit Corona infiziert und wurden krank, hat aber Niemand interessiert. Eine unverschämte Frechheit und Abzocke! Wir buchen NIE wieder bei TUI-Cruises oder Condor !!!

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ae

Horrible customer service as when l…

Horrible customer service as when l checking my holiday l discovered that my holiday was £800 more than l paid and when l asked for a upgrade they wanted another £700 for it when l said it was cheaper to cancel which they said would cost £600 l then asked to speak to a manager and was told they did not speak to customers l then asked for them to call me back and they then said that they would not call me back and changed it to £2200 as the amount of time remaining till departure. Don’t know whether to cancel or suffer the humiliation as have been a loyal customer for over 10 years and when you have problems they are not there to help but

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N

What has happened to this company

What has happened to this company We have been on alot of Marella Cruises but on the last cruise it really felt like we were on there for their benefit and not as a paying customer as though we were an inconvenience to them We paid to choose our room and when we got to the ship we were put in another room, apparently double booked. Told by a manager it was an issue which has been going on for 2 years Didn’t even tell us before we went or even on arrival to the ship. Had to ask for a refund for the fee we paid for booking the room Noise in room from maintenance in the middle of the night! We normally buy the premium drinks package on board as some drinks are not always available so we like to check what is available before buying. We have always been charged the same price as we would have been had we bought before going. Before going on our last cruise earlier this year we noticed that that the price had increased to £10 per person per day so we expected to pay £280 for two weeks However we were charged £320, nearly 15% more because we bought onboard instead of before going! The service was slow, whilst the majority of staff were excellent and helpful we can only put it down to not having enough staff. Even getting in a restaurant become troublesome with customers turned away from the Italian restaurant The food has gone downhill. Menus serve several of the same dishes every day which minimises choice, there appeared to be a lot of vegetarian options on the starters minimising options for meat dishes. Availability of drinks on the premium drinks package was hit and miss The worst thing about the ship was Reception, we found unhelpful, felt completely stonewalled when trying to resolve an issue that has been created by Marella! It was like banging your head against a wall, they just would not take responsibility for their issues, the absolute worst customer service we have ever experienced. I have no idea why any organisation would allow staff to behave like that towards customers. Absolutely disgusting Treating customers like this is damn right out of order and totally inappropriate service to paying customers If you have a problem with anything they just didn’t seem to care aswell as some managers and when you raise it when getting home. There is no email address to send to contact them. It just appears that once they have got your money they are not interested

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kh

Booked a mirella cruise for June this…DEBS

Booked a mirella cruise for June this year, after a recommendation from a family member, 4 adults paying over 10k, airport parking included,,, just forund out that it is meet n greet parking. not happy about this, heard so many horror stories (know personally people who have had damage done to their car) when enquired about this, and told them that i had been misled,as this is not what i requested or paid for,,,, they made a pathetic excuse,, basically tuff s#ot.... not happy about leaving a 42k new car for some boy racer to go joy riding for a fortnight. It might not be an expensive sports car,,, but it's mine,, TUI and Manchester airport (when you eventually get through),,, not interested,,, they have my money. looking forward to my holiday,, if i can get alternative transport to the airport.. have been travelling with (Thompson) Tui for many years..decades.. NEVER AGAIN... if they can't give you what you have booked and paid for, without making up pathetic excuses, and going back on it , then trying to bat it back to you, as if it's your fault, that they mis sold you, then i have no confidence in their ability to trust them with my hard earned money. word of advice,,,, check everything when booking with TUI, get everything confirmed in writing. as it will cost you big time, and they will re-eng on it.I only hope my cruise lives up to the hype,, and price,,

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E

Albtraumreise von Hamburg n. New York Mein Schiff 1

Von dieser Reise nehmen wir leider eine Menge Negatives mit: Hier hat – dem Sparfuchs sei Dank -ein groß angelegter Qualitätsabbau zu einer eklatanten Verschlechterung des Services auf allen Ebenen geführt. Details finden sich in vielen veröffentlichten Bewertungen. Aber am schlimmsten war das Ende unserer Kreuzfahrt, das eigentlich der Höhepunkt unserer Reise werden sollte. In Bayonne, einem Werfthafen gegenüber N.Y. City, mussten sämtliche Crew-Mitglieder und alle Passagiere das Schiff verlassen und sich den amerikanischen Kontrollen unterziehen. Völlig planlos (mangels irgendeiner Organisation der Ausflüge durch TUI) versuchten die Passagiere alle gleichzeitig von Bord zu gehen, was in einem 5-stündigen Chaos endete. Gott sei Dank gab es keine Verletzten! Vielleicht lag das an den dümmlichen Ansagen, „man solle doch nett miteinander umgehen“?... Jedenfalls waren am Ende die letzten Reisebusse dann auch weg, und wir mussten warten, wieder auf das Schiff zu kommen. Der letzte Urlaubstag war ruiniert - wir haben New York nicht gesehen so wie ungefähr 700 andere Mitreisende auch. Am nächsten Tag – dem Tag unserer Abreise – brachte man uns sehr unsanft von Bord (man wollte uns ganz klar möglichst schnell loswerden) und viel zu früh zum JFK-Airport, noch dazu auf das falsche Terminal, so dass wir mit dem ganzen Gepäck einmal rundum den Flughafen mussten. Wieder zu Hause haben wir einen mittlerweile monatelangen schriftlichen Austausch mit TUI geführt, weil wir nicht einsehen, soviel/viel zu viel Geld für eine solche Katastrophe zu zahlen – wir haben die Reise doch nicht gebucht, um irgendein kleines Nest in Neuseeland o.ä. zu sehen: In Corner Brook haben sich die Anwohner die Augen gerieben, weil sie noch nie so ein riesiges Schiff gesehen hatten; da waren WIR die Attraktion! Leider hat man unser Anliegen, uns einen Teil der Reisekosten zurückzuerstatten, abgewiesen. Daher haben wir einen Anwalt eingeschaltet und werden nun den Klageweg gehen. Sollten sich noch andere ehemalige Mitreisende hierzu äußern wollen, können sie gern mit uns Kontakt aufnehmen. Wir werden uns jedenfalls gegen dieses Ausbeuten der Reisenden zur Wehr setzen!

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cc

The standard of Marella cruises is now…

The standard of Marella cruises is now appalling. The quality of food, waiting times for the restaurants, lack of bar service on deck 10, the repetition of the theatre performances, standard of guest acts leaves much to be desired. Social media now compares TUI to Butlins or Weather spoons, that is an insult the quality of both far exceeds what TUI now offer. Having cruised with them 7 times I would never use them again, it is only the fantastic hard working crew that keep them afloat!

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JR

Don't go on a Marella Cruise

Went on the Marella Discovery to the Caribbean. Standard of TUI cruises has plummeted. Evening meals - unless you pay extra in the speciality restaurants - are inedible. Cheap slop at best. Trips are short, expensive and do not live up to their descriptions. Entertainment is abysmal. The only thing that keeps the ship afloat, literally and metaphorically, is the staff. They are helpful, friendly and always smiling - despite some of them having to suffer the humiliation of being bawled out in public by their so-called 'superiors.' TUI are clearly too big now to care. The airport in Barbados was complete chaos and not a Rep in sight to help. Total disaster. Don't go on a Marella cruise.

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Fw

Second week of our Carribean cruise cancelled by TUI

Second week of our Carribean cruise cancelled on day 6. Very little information whilst on ship. Total lack of leadership and communication. Reception staff left to deal with huge queues of frustrated disappointed guests. We were left to make instant decisions without adequate information. No TUI rep in the hotel allocated to us. We were offered a flight to Manchester and a bus to Glasgow which, all in meant being awake for 30 hours, so unsafe to drive and wholly unacceptable. If you are thinking about ANY holiday with TUI, beware. If things go wrong, they are not interested in assisting. Communication is worse than dire.

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C

Non existent after care service

Went on the Marella Explorer 2 Caribbean Cruise for 8 days. Spent 3 days at sea not 1 day as the holiday advertises. This was due to the ship not being able to refuel due to no contingency plan by TUI. Whole trip was a disaster. Really poor service and quality for the money paid. 6 weeks after returning, really struggling to communicate with TUI (we booked Online, if you want afer care support book instore) We've had no response to an official complaint and now started ABTA complaint. I've emailed the Directors who again have not responded. I will never travel with TUI again.

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G

3 cruise company we have been with and…

3 cruise company we have been with and definitely the worst understaffed and underperformed service very very slow at all bars apart from flutes feel for the staff as there isn’t enough of them definitely trying to make profit by cutting back .

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