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.

✨
Based on reviews, created with AI

See what reviewers are saying

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.

Company details

Information provided by various external sources

No description available yet.

Contact info

🌐

People also looked at

1 / 3
FS

Fantastic Services

www.fantasticservices.com

4.755 out of 5 stars

4.8 (1000)

IC

International Card Services

www.icscards.nl

4.181 out of 5 stars

4.2 (1000)

EH

ENGIE Home Services

www.engie-homeservices.fr

2.597 out of 5 stars

2.6 (1000)

ET

Evolution Travel

evolutiontravel.it

4.924 out of 5 stars

4.9 (1000)

All reviews

180 total • Write a review

Showing 11 - 20 of 176 reviews
SB
1 out of 5 stars

Unmöglich einen Stammkunden nach 7…

Unmöglich einen Stammkunden nach 7 kreuzfahrten so zu behandeln. Wir haben wie immer eine balkonkabine gebucht für eine Reise im nächsten Jahr. Tui hat darauf hin balkonkabine in Nichtraucher Kabine umgewandelt ohne die Kunden zu informieren. Nachträgliche Umbuchung mit service center ist unfassbar. 10 verschiedene Mitarbeiter und jeder sagt was anderes. Und zu guter letzt sollten wir für das Fehlverhalten der tui noch 40 Prozent reisepreis zahlen. Die sind nicht mehr glaubwürdig

Date of experience: June 13, 2025

M
3 out of 5 stars

Bad evening meals and entitled rude bar staff

Just back week on Discovery Food in evening a disgrace not a decent meal for dinner junk food in all restaurants both 47 restaurants where awful food too can honestly say worst I’ve ate on any holiday??? surf & turf which we paid for as not part of our all inclusive served a lovely meal and staff where fantastic but yet again let down by rude bar staff, never ate so bad on holiday in the evenings, would say breakfast and lunch where good. upgraded drinks package had to upgrade per room each person so my daughter who was in a room with my granddaughter age 14yrs she had to pay upgrade for her too she doesn’t drink fizzy drinks or Alcohol so in order for my daughter to get her premium drinks she had to pay extra for her daughter who didn’t use it and they wouldn’t let her upgrade for just herself No bottled water available do had to buy a big metal bottle each at £17 to use at water stations carrying this about was a pain and went warm too quick. No water or fridge in rooms When we went to the bar staff would tell us on a daily basis there was no bottled beer or cans of Diet Coke available that’s what we paid premium drinks upgrade for so not happy they tried to get us to take cans of beer and draught coke that were available without upgrading so absolute con, seemed to be most bar staff on ship are rather rude and entitled, entertainment was fantastic both day and night and excursions were also fantastic with great guides, plenty to do on Ship snd rooms nice plenty space and well cleaned and looked after only thing was a rather old flimsy shower curtain. We where deck 8 terrible first night but that was only because party above us on pool deck which with early travel we where too tired to attend so that was basically our own doing, loved where we were situated on ship, would I go back, probably not with TUI, Definitely need to sort rude bar staff and waiters they actually forgot that we do pay for these drinks there not free as one waiter actually stated “Free beer” to me and please do better with evening meals as in spite of these I did love everything else about my experience on board

Date of experience: June 8, 2025

ML
1 out of 5 stars

Marella Discovery Cruise Ship…

Marella Discovery Cruise Ship Disappointing Experience The Good: • Entertainment was a highlight, especially the two talented Latin dancers who performed during the evening shows. • Cabin stewards and attendants were incredibly friendly and always helpful. • Bar staff by the main pool were also welcoming and added a nice touch to the atmosphere. The Not So Good: • The ship is clearly outdated and in desperate need of a full refurbishment—it feels like stepping back into the 1970s, and not in a charming way. • A very unpleasant sewage smell lingered on decks 1, 2, and 3, and it occasionally made its way to the upper decks. This was hard to ignore. • The food was a major letdown. The Island Restaurant often served food that was barely edible. The snack bar is acceptable if you’re happy with chips, burgers, or fish, but not much else. 47° and 47 are a slight improvement, but still not up to standard, and the Glass House was just okay. Overall, the food was bland and far from anything resembling fine dining. • Reception staff were rude and unhelpful. We specifically requested a fridge for medical reasons and didn’t receive one initially. On top of that, one of our suitcases was lost. After 10 phone calls, being hung up on three times, and three separate visits to reception, we eventually found the suitcase ourselves and finally received the fridge. Overall: I was very disappointed with this cruise. Yes, the price was on the lower side, but I would happily pay a few hundred pounds more for better food and service. If you’re content with mass-produced chips and minimal variety, this might suit you. But if you’re expecting anything more, I’d recommend looking elsewhere.

Date of experience: May 21, 2025

ML
1 out of 5 stars

The worst holiday ever!!!!!!

This was my first cruise I have just returned from, On the marella Discovery. I arrived to pick up the ship in Minorca. When we arrived there was a strong smell of human waste around the ship and to be honest I was so underwhelmed and it just looked tatty. The smell of human waste you have to endure every time you leave the ship it is a pure delight. We had booked the deluxe balcony suite, i’m afraid there was nothing deluxe about our suite. The balcony was full of brown rust and mould. I also requested a fridge for medication purposes. This was not in the room and took me three attempts with the rude reception staff to actually get my fridge. They bring your luggage to your room and they lost my suitcase having to locate it somewhere on the ship which took several hours, I was extremely frustrated. Finally, we head off for something to eat. I cannot express in words how dreadful the food is on this ship. You have an option of fast food. Where can I even begin in the Island restaurant, the food is no less than disgusting. I felt sick even looking at it. There are two à la carte restaurants. The food is all microwaved and been sitting on the side. I would imagine for several hours. It’s tasteless and their seasonal vegetables are all frozen vegetables. I had to resort in the end to buying all my food when we were on land in restaurants because I refused to put that food in my body. The entertainment was good. They put a lot of effort into the shows and I enjoyed them. I especially enjoyed the comedian and magician one night. There are also two dancers who are absolutely outstanding and I thoroughly enjoyed watching them. Hence I have given my one star. My one star is only for the entertainment. Otherwise it would’ve been zero stars. We booked a excursion every day and this kept me going knowing I was getting off this awful “Butlins on the sea” Also I was so seasick the boat is constant swaying it never stops! My warning to you all is DO NOT book this for your holiday if you want a decent place to stay and to eat lovely food! I’ve never wanted a holiday to end as quick as this. I’m so glad it’s over and I’m home! My heart broke for all the passengers that had a further week to endure as they booked a 2 week holiday. Tui you should be ashamed of yourself to sell this as a cruise it’s nothing more than the Dover Calais. The Food is utterly disgusting! Although I thank you for the 1st time going on holiday and actually losing weight! 😡

Date of experience: May 21, 2025

ML
4 out of 5 stars

We’ve just returned from a week long…

We’ve just returned from a week long cruise. Grecian discovery on Marella Discovery 2. This was our 3rd Marella cruise and there were areas where cut backs have been made, however other than us spending our first day complaining it didn’t really impact on our holiday. In short, we had a great time and will definitely book another. The service we received was generally exceptional with the odd bad moment thrown in. We would like to give special thanks to Jun, Princess and Clinton who did a great job of keeping our cabin clean and tidy and Sunhil in the watch shop who entertained us all week.The waiter service was generally good although some of the bar staff were downright miserable. One in particular had a stinking attitude in the Live Room. The waiter/waitresses in the restaurant did a great job and tried their best to make you feel valued. The food was good although the food in Islands was average at best and only to be used if in a hurry to be somewhere. The drinks in Islands were also very poor. (Coffee, Tea, Juice, and fizzy drinks from the machine) The snack shack was not as good as on previous cruises and the cookies, sandwiches etc’ weren’t the best. The Coffee port was good, and the service was good, the girls always made an effort to make you laugh. Although paying extra for cookies and cakes is a bit of a poor show. The internet is an absolute rip off. So depending on where you travel to it may be worth pre arranging something with your provider. There aren’t many shops on board but the ones that are there are good and the sales advisors do a good job. Travel from airport to port and vice versa was seamless and totally stress free. The entertainment on the ship was very enjoyable and we thought there was something for everyone and when we looked around most people seemed to be enjoying themselves as much as we were. On the one occasion where someone drank far more than he should have the staff dealt with the situation calmly without any drama. Finally.. the excursions. Do you homework so you don’t fork out for what can be nothing more than a bus ride into town.

Date of experience: May 19, 2025

C
1 out of 5 stars

Dreadful cruise

Just returned from a 1 week cruise around Croatia on Marella Explorer. To say I was disappointed is an understatement. I am a single traveller and paid £1,950 for this experience but certainly will never go on a cruise or holiday with Tui again. The food was awful, cheap produce and badly cooked, some inedible. For example I tried boiled eggs but they were raw, soup cold and lasagne tasteless and very dry. I tended to buy food when I was off the ship. The Market Place buffet offered no better with the same food on the salad bar each day. A cruise is about fine dining and frankly I have eaten better in a canteen. On my last day I had a 9 hour wait for my pick up for the airport, just the awful buffet open, nothing to do on board. The entertainment was provided by their own young people and whilst the dancing was good it became boring every night, only one night when we had an entertainer brought on board, a magician who was very good. Altogether a very poor experience, just glad to get home. I have been on many cruises with different companies and I suggest the managers of Tui take a cruise on P&O, NCL or Cunard and see the difference for themselves. I have definitely been robbed, shame on you Tui. Just an update: I have contacted Tui several times, who have replied to my travel agent, not me - why? I requested a refund but received their stock reply saying they will pass my comments to the cruise line and hope my experience won’t put me off booking with them again. Absolutely will NEVER go on another cruise with Tui or book any holiday with them. You have been warned!!

Date of experience: May 11, 2025

AH
2 out of 5 stars

Chavella Explorer

If anybody has ever had a nightmare neighbour they will understand the noise at night in the early morning, banging shouting drunk. It started on the first day the man in the next cabin started banging on the partition I had just unpacked and got on the sun bed on my balcony. As a solo female traveller I maybe should have confronted him but didn’t but asked to move cabin and was told the ship was full. This family really were the pits noisy every night, it is overly apparent that the general demographic on board these cruises it’s becoming more unsavoury as it appeals to a younger clientele. Marella won’t get another penny from me and I wouldn’t recommend them to anyone the ship is swimming in booze that attracts chavs. Spoiled my holiday not to mention paying two and a half grand and the room was chilly. The excursions were not fully explained and sometimes it was cheaper to get the local transport. Bathroom very smelly all the time.

Date of experience: May 11, 2025

CM
1 out of 5 stars

Had a accident on my last day slipped…

Had a accident on morella voyager cruise ship run by TUI.my last day slipped on the bathroom floor due to broken toilet.asked for medical assistance they came.help me off the floor.I signed a form to say I didn’t need a doctor I just wanted to get home.my husband reported broken toilet to reception.came and repaired it from outside.had been contacting there legal team.but because I didn’t take photos and record the conversation with the receptionist and the nurse.there now saying that we where lying about it and no records of the incident.told them to check cctv said they can’t and dosnt prove nothing.please take my advice take as many pictures videos as you can.or travel with a better company that treats there passengers.I’m still waiting for treatment on my nose.I had 2 black eyes and bruise knee

Date of experience: May 9, 2025

p
1 out of 5 stars

Special Assistance

My review is specifically for the special assistance on arrival and departure at the cruise ship. I was advised by TJ, a crew member that assistance is not provided at this point from TUI Marella. All disabled customers need to be aware that when they book assistance with Marella it ends when their taxi or transport drops you at the ship, getting on to the ship you are on your own. I have more cruises booked with them and will follow up to suggest they make arrangements with their many crew to assist disabled people to board the ship, which includes passport checking and handing out cabin access cards, huge queues with no provision (separate line) for disabled folk. I was not alone, others were in tears, more than frustrating, it was cruel.

Date of experience: May 5, 2025

SM
2 out of 5 stars

Inkulantes Unternehmen

Inkulantes Unternehmen. Umbuchungsmöglichkeit im pro Tarif empfinden wir als Verbrauchertäuschung.Wir sind schon 12 x mit Tui cruises verreist.Fast immer hochpreisige Suiten. Im ProTarif bewirbt TUI, dass man einmal kostenfrei umbuchen kann.Das geht aber nur! Wenn die dann gebuchte Reise teurer länger oder mit mehr Personen ist!!! Egal wie viele Reisen man vorher und zu welchen Preisen man vorher gebucht hat. Eine Karibikreise wurde von TUI zur Transreise gestaltet, viele Karibikinseln gestrichen, übrig blieb nur noch la Romana.Diese Reise wollten wir dann so nicht mehr.Die völlig geänderte Reiseroute war TUI völlig egal und wir mussten einen Rechtsanwalt einschalten, Erst dann bekamen wir die Storno Gebühr zurück, storniert viele Monate vor Reise.

Date of experience: May 4, 2025

Previous123•••18Next page

The CrowdTrust Experience⭐

We're open to all
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
We champion verified reviews
Companies can ask for reviews via automatic invitations. Labeled Verified, they're about genuine experiences.
We fight fake reviews
We use automated software and a dedicated team to detect and remove fake reviews. We take action against anyone who tries to manipulate reviews on our platform.
We show the latest reviews
Reviews are displayed chronologically with the newest first, ensuring you always see the most recent customer experiences.
We encourage constructive feedback
We believe in honest, constructive feedback that helps both consumers make informed decisions and businesses improve their services.
We verify reviewers
We use various verification methods to ensure reviews come from real people with genuine experiences, not bots or fake accounts.
We advocate against bias
We work to ensure our platform remains neutral and unbiased, giving equal opportunity for all genuine reviews to be seen and heard.