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 21 - 30 of 176 reviews
FS

Tui Marella canaries cruise

The Tui Marella canaries cruise we done was great. The food and staff were lovely. We would like to give a special mention to Cusyati, bar waitress in the Lounge bar. She is a lovely friendly girl who made our cruise experience special. She is a credit to your company.

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AB

Royally disappointed

Royally disappointed, we paid £2000 extra to upgrade to royal suite on marella explorer 2. The bed was very poor quality, the shower was ancient and wifi was an extra charge. All of these are better at premier inn. Generally three star cruise only. Adrian b

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C

Customer services unhelpful

Customer services the only way you can get to speak to anyone on the phone is to pretend that you are booking a fresh holiday. If you select on the options that you are an existing customer you just get cut off. If you send questions by email you only get part answers at best or they brush it off or ignore that part of the email. It does not matter how clear you make the question you don't get a clear answer. This is done so you can't work out your own on shore time in advance of the holiday as you don't know exactly where the boat is docking and for how long. Due to lack of cooperation I have asked to cancel holiday and a full refund but no joy so I will never book with Tui again as I like to do my own thing which I clearly cannot plan to arrange with Tui.

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u

17.TUI Cruises Reise, 1.TUI Cruises Reise nach Corona

Dies war unsere 17.TUI Cruises Reise und bei jeder Reise sieht man wie abgespeckt wird. Im Theater war gar nichts mehr. Früher gab es Ausschnitte aus Musicals. Man freute sich auf den Abend im Theater. Bei dieser Reise gab es keine Freude. Dann wurde auch noch ein Darsteller krank und man schob die Crew Show ein. Die Verabschiedung am letzten Abend im Theater war früher ein Gänsehautmoment, diese war sehr langweilig. Das Essen im Atlantic war gut und ansprechend, aber langweilig. Bei einer Woche gab es Wiederholungen. Die Ausflüge haben inzwischen immense Preise. Wenn man die Frotteelatschen möchte, muss man explizit danach fragen, früher lagen diese in der Kabine. Also fragt nur der, der sie vermisst, Leute die es aus der Vergangenheit kennen. Gosh hat auch nachgelassen, den Matjes musste man teils auf dem Brötchen oder Schwarzbrot suchen. Wir waren auf der MS 5, die Balkon Bestuhlung war relativ neu, sehr positiv. Auf Getränke musste man lange warten oder man wurde ganz vergessen. Der Aperol etc. war im Preis enthalten , aber den Lillet Wild Berry musste man bezahlen, habe ich nicht verstanden. Selbst das Betthupferl hat man gedrittelt. Wir haben die 18. Reise gebucht und sind gespannt, ob es nur ein Ausrutscher war und alles wieder besser wird.

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AT

Mein Schiff 4 sehr schlecht

Mein Schiff 4: sehr schlecht. Heute muss ich über meine Reise berichten mit Mein Schiff 4, Weltentdeckerreise, 43 Tage. Wir wollten uns mal was Gutes gönnen, aber leider ist das ins Wasser gefallen. Diese Reise war das letzte. Wir waren auf Deck 11, Kabine11090. Leider wurden wir jeden Tag um kurz vor 6 Uhr aus dem Schlaf gerissen. Es wurden frühmorgens um 6 Uhr durch immer die gleichen Gäste Stühle, Tische und Bänke verrückt und geschoben, was solch einen Krach in den darunterliegenden Kabinen gemacht hat. Dass alle Gäste links und rechts von uns aus dem Schlaf gerissen wurden. Wir nannten die später Dauercamper. Die Dauercamper haben nach Beschlagnahme von 6 Uhr bis ca. 9 Uhr die Örtlichkeit verlassen. Wenigstens ihre Liegefläche ist bereit und durch andere nicht mehr nutzbar. Nach Beschwerden mehrmals an der Rezeption und auch an der Bordleitung, dieses doch abzustellen, dass am frühen Morgen die Dauercamper (Gäste) bitte keine Tische, Stühle usw. schieben und rücken …, wurde uns gesagt: „Das können wir nicht machen.“ Es ist eine Schande, dass TUI Cruises nicht in der Lage ist, anderen Gästen zu helfen, wenn Probleme auftauchen. Obwohl immer gesagt wurde, es dürften keine Ligen beschlagnahmt werden. Wir wollen eine andere Kabine, dass wir doch noch ein paar Tage Urlaub machen konnten. Es wurde gesagt, wir prüfen, ob Kabinen frei sind, und wir bekommen eine Nachricht Leider haben wir keine Nachricht von der Bordleitung bekommen. Mit diesem Schreiben möchte ich andere Gäste warnen, sich doch zu überlegen, sich eine Kabine auf Deck 11 zu nehmen. Es wird kein Urlaub, auf jeden Fall nicht, wo der Pool ist. Hilfe von der Bordleitung ist nicht zu rechnen. Die Crew ist super und nett freundlich, da sollte sich die Bordleitung eine Scheibe abschneiden … Wir werden keinen Urlaub mehr auf Mein Schiff 4 machen. Wir hatten das Gefühl, wir haben bezahlt. Und dann seid ihr nur noch Gäste und nichts weiter. Sehr schade.

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D

An "ok" Experience

So everyone told me going on a cruise would be the best holiday I could have. Wrong! Tui Marella Discovery ship and cruise pluses: Firstly going Premium was superb. Lounge facilities, priority security checks, bigger seats, good food,  so far so good Barbados transfer to ship was seamless,  staff helpful and smiling! Cabin, pretty good and thank god for balcony. There is very good hairdryer in the room  a safe and coffee/tea making facilities. Clean and functional Restaurants serving excellent foods catering for most tastes and the staff are friendly and helpful. On board there are various activities arranged by the staff during the day when at sea and the evening entertainment is also very good throughout. Sadly there are some negatives for us, these may not be an issue for others though? Internet is awful even having paid for  ships connection. Intermittent at best , wasted £40. Many travellers had same complaint. The connection is so poor fail to see how  they  justify charge which leaves you feeling scammed.  Do not pay for it! Use wi fi in port or pay for roaming from your supplier! Pool, small, very small and massively overcrowded on sea days as you may imagine. Far too much chlorine drawing complaints around pool! Pool closed for a short period on 24th as "something was floating in it?" Sunbeds placed at 8:00am and a number of disagreements took place between travellers who thought they owned a position!!!   Sunbeds were packed in lines like sardines ( particularly on an at sea day). When you lie down you are virtually touching person next to you who you may never have met before  ( a quick way to make friends or get a slap lol) No sun shades due to limited space but shaded areas available (so if you are fair skinned beware) If you leave your sunbed unattended for an hour you get a ticket and risk having towels removed. Support this because some of those ignorant travellers would place towel early then disappear for hours!! We found 60 minutes was more than enough time to eat and return. Bar staff very good natured but so slow sometimes. There were regular queues at Atrium Bar on 24th  despite some staff taking orders on the floor (again very slow and only appeared intermittently. ) If you go on thinking its a hotel on water then your expectations of hotels are not high! Its a ship with limited room. Its clean, tidy and functional. No real in -room entertainment  such as music chanel on TV but how much time do you spend in your room? No mini fridge to keep supply of cold drink/water which generally ( not always) now comes as standard in hotels.  No drinking water in room  but there are several water stations to fill a provided jug on some floors. This was a topic of complaint among many we spoke to. We went Premium and so did a couple near us. We found out at end of tour that they had 6 complementary bottles of water in their room because they booked before 22nd previous July ? Whats that about? Understand these things and the holiday comes into its own and a great many people clearly find it enjoyable. I guess its just horses for courses as they say. Excursions Really looked forward to the semi submarine tour however once on coach we were told the engine had broken down and that part of the tour was replaced by a visit to a Butterfly Farm. Really?  However these things happen, its not the fault of TUI and we were offered  a reduction in tour price. Still very disappointing though and a long time on the coach ( good Aircon though). We did the Turtle viewing tour on the Wednesday and its fantastic. Do take beach shoes though. Snorkel and mask supplied if you don't have one . Tour guides brilliant and passionate The Rum and Son Grenada was well worth it for the 2 hour  beach time alone. It is 5 dollars for a sunbed! Snorkeling is good Not too much travelling so highly recommended St Lucia Piton cruise was fabulous. Open water, a stop to photograph Pitons and a stop of 30 mins swimming at gorgeous Bay. Plenty of rum punch on offer. Well recommended. If we were ever to hotel on one of the islands it would be St Lucia, it wins hands down for us! In conclusion I am glad we tried it and thoroughly enjoyed many parts but I am definitely a "land lubber" and enjoy a good hotel and beach holiday . My wife would cruise again though so as I say its horses for courses and not for me.

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MT

We have been on a number of Tui cruises…

We have been on a number of Tui cruises now and have always enjoyed them. A touch of sun in the Canary Islands after a long, dark, Highland winter is a live saver. The food and service was fantastic as usual, could not fault the mostly foreign staff. The captain was informative without trying to be over familar, we felt in very safe and capable hands with him and his crew. We did notice a few changes though, the Premium drinks package no longer gives you a bottle of mineral water in the cabin daily, which was a real setback. The filtered water, you could fill own bottle with was OK, but not as nice and you had to keep remembering to refill it yourself. It is not obvious which are the Premium wines in some restaurants, I was glad one waiter in Vista told us we could have a better quality Italian wine as we had the package, but did not know before he told us. Some of the passengers manners seem to get worse each year, probably attracted by the price of the all inclusive deals available now - we saw an incident of two drunken men keeled over in a walkway late at night, reeking of alcohol and about to chuck up - nice! The rules for dress code not enforced much, it annoyed some of us who made an effort that men (particularly men) went in in shabby shorts and tee shirts as if on the beach, when the waiting staff make such an effort to do the whole thing properly. I sadly, experienced an accident after just leaving the transfer coach back to Tenerife airport, so many people, was shoved from behind and went flying, landed flat out on the pavement and blacked out. Two lovely ladies from Glasgow helped me, along with my husband, as was badly bruised and unable to walk straightaway, kept blacking out with shock. Two Tui reps who had been on our transfer coach, one British, one Spanish, looked at me on pavement and walked straight past, without offering help, to disgust of the other passengers. I had wheelchair assistance to get through the airport, and the senior flight attendant onboard gave me paracetamol and looked at my bruises, gave me water and was very helpful. The captain himself helped me down the steps of plane at Glasgow! I was wheeled to airport hotel by lovely man at Glasgow airport and had taxi to station for onward journey to Inverness next day. Was pretty disgusted by those Tui reps though, obviously just did not want to get involved. I would not have held them responsible or have claimed anything from Tui, but common humanity might have made them offer help or concern surely?

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RL

Very limited Alcohol free drinks

Our third TUI cruise on the Marella Discovery 2 cruising the Canary Islands and Madeira in March 2025. Overall a super experience and far more great things and few nit pickings. Staff were excellent as ever and we enjoyed the evening entertainment. If you want to join in there is always something to do. Pool area can get busy but we accept that and get in early with bagging a sunbed. Excursions seem on the expensive side so only did the one in La Palma which was enjoyable. Food in generally very good; the buffet always offers really good choices and hot food is Hot! Our major and very important gripe was with the drinks. I gave up alcohol last year for health reasons but my wife still enjoys the odd drink. She wasn't allowed to up grade to the enhanced package unless all parties on a booking did. I can see their point as some customers could cheat on the sysyybut sometimes you have to trust the integrity of your guests. I was extremely disappointed with the non alcoholic options. Heineken zero was the only adult alcohol drink on offer. I have never drank lager and avoid too much sugar so coke and juices were out. Perhaps TUI could expand the alcohol free menu by adding Guinness Zero and perhaps an alcohol free cider? Overall though another great experience and we will book another Marella cruise in the future.

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TC

Great Booking Experience

Our Caribbean cruise booking experience was great. We originally obtained a brochure from a travel agent and then found the online site for Morella Cruises which was easy to use although referring to the brochure was also helpful. Having worked through the various details, discussed the options with members of the family who had already used Morella cruises we entered our preferences and obtained a quote. We them pursued the Blue Light discount which meant making a telephone call. This was straightforward as we had already decided the details and we spoke to a knowledgeable and competent assistant. She also recorded that the cruise was for a special birthday.

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SB

What a great Cruise on the Tui Marella Discovery 2

We have thoroughly enjoyed our experience on the Tui Marella Discovery 2, on the Canarian Flavours Cruise, we set sail on the 11th March 2025. The staff were absolutely brilliant, all very happy in their work. Entertainment was amazing, each of showcast had outstanding singing voices and every show, was a pleasure to watch and enjoy. We are already planning our next cruise.

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