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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Based on reviews, created with AI

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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!

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.

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.

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 171 - 176 of 176 reviews
AB
2 out of 5 stars

Shoddy behaviour!!

In 2919 I booked a cruise with TUI/Marella Cruises which did not sail because of the pandemic. I booked a Junior Suite as it was a 40th Wedding Anniversary treat. TUI asked me if I wanted to rebook for 2021 and they would give a 20% uplift which made the total £6200. I agreed to do this because of the problems in the industry at that time I didn't want to see companies go under. So I left my £5300 where it was in TUI's bank account and rebooked for 2021, which also did not sail. I tried to rebook again for 2022 and was told that the price of my original cabin was now £6900, and if I wanted the same cabin I would have to pay an extra £1600. So I agreed to a downgraded cabin, reluctantly. I know find that the original cabin is now on sale for less that the uplift value I was offered in 2020. I called TUI Customer Services but was told that if I wanted the original cabin it would still be £6900, even though a new customer could buy the holiday for £700 less. Bearing in mind that TUI have had my money for two and a half years, I think that this is shoddy behaviour. I am not asking for anything extra from TUI, only that they honour their promises and provide the holiday that I paid for in 2019/20 in the grade of cabin which I booked.

Date of experience: April 27, 2022

EK
5 out of 5 stars

Kann die schlechten Bewertungen nicht…

Kann die schlechten Bewertungen nicht verstehen! Wir haben schon sehr viele Kreuzfahrten gemacht und TUI ist immer mehr als super Service! Rückzahlung des Stornos war überhaupt kein Problem! Wenn durch eine Pandemie plötzlich tausende Buchungen storniert werden müssen, kann man auch mal ohne Anwalt etwas Geduld haben, bis man sein Geld bekommt! Die Mitarbeiter können doch auch nicht mehr als arbeiten!

Date of experience: March 23, 2021

S
1 out of 5 stars

Echt schäbig, das TUI nur Post vom Anwalt bearbeitet !

Vielleicht sollte TUI mal bei Phoenix Cruises in die Lehre gehen, wie man korrekt mit Kunden umgeht. Dort ist immer jemand telefonisch erreichbar und Mails werden verbindlich beantwortet. Umbuchungen und Rückzahlungen werden dort direkt erledigt !!! WER 4 MONATE KUNDENGELDER EINBEHÄLT, STATT NACH GESETZLICHEN 2 WOCHEN ZURÜCK ZU ZAHLEN, HAT KEINE GUTE BEWERTUNG VERDIENT ! Euer Handeln läßt sich auch nicht wegen Corona entschuldigen !!! Wer auch schlechte Erfahrungen gemacht hat, sollte hier zusätzlich eine Bewertung unter meinschiff.com | TUI Cruises hinterlassen !!!

Date of experience: March 5, 2021

Il
2 out of 5 stars

Das war das letzte Mal mit der Buchung bei TUI Cruises

Habe diesmal meine Kreuzfahrt direkt bei TUI Cruises gebucht, das glaube ich war ein Fehler. Diese Kreuzfahrt wurde von Tui Cruises storniert. Nun warte ich schon über 3 Wochen auf das Geld. Telefonisch geht nichts, wenn man Glueck hat kommt man im Service an eine Mitarbeiterin. Die sagen das wird bearbeitet. Ich weiß ja nicht wie lange ich noch warten muss. Ich werde sicher meinen Anwalt einschalten müssen. Bei TUI wuerde ich niemals mehr buchen. Bei einem anderen Kreuzfahrt Anbieter hatte ich das Geld innerhalb von zwei Wochen zurück.

Date of experience: November 25, 2020

MV
2 out of 5 stars

Tell the truth Tui

I phoned Tui to ask when or if they refunded my money for a Marella cruise to Iglu. Why won't they tell me? Do they still have it? Unfortunately the cruise was cancelled due to coronavirus so I requested a refund on 20th March from Iglu. I have made many phone calls and emails to Iglue who promise to refund me as soon as possible. What reason could Tui have for not telling me if they have released my refund.

Date of experience: September 8, 2020

CB
1 out of 5 stars

eine erfreuliche Nachricht an Alle die…

eine erfreuliche Nachricht an Alle die ihre Rückerstattung von Tui Cruises bis heute nicht erhalten haben. Hurra habe heute nach 9 Tagen meinen Reisepreis erhalten,allerdings waren meine eigenen Bemügungen nicht erfolgreich. Der Anwalt hat es gerichtet, kann euch nur empfehlen, bemüht einen Rechtsbeistand und schon läuft es....

Date of experience: May 28, 2020

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