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
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
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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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
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 31 - 40 of 176 reviews
MB

Just returned from a fabulous adventure…

We have just returned from a fabulous cruise on the Marella Discovery 2, departed Gran Canaria on 3rd March and classed as Atlantic islands cruise as visiting the Canaria islands - sailing through the night to awake to a new island adventure each day. Food and drinks were fantastic - loved the Prosecco and cocktails (was all inclusive) staff were all attentive and by the pool you didn’t have an empty glass. Excursions were amazing - highly recommend the cable car and the toboggan excursion in Madeira - all in all an amazing holiday on an amazing ship made special with a happy smiling crew. Already looking to see what other ports to explore later in the year.

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MG

Fantastic Caribbean Cruise

Just come back from 2 week Caribbean Cruise on the Marella Explorer 2 with TUI. It was fantastic, the staff worked very hard, the meals were really good (especially the cakes.) We had an inside cabin that was well equipped with wardrobe space and a very comfortable bed. Lovely to wake up each morning to a different Island. The last TUI cruise I went on was 12 years ago It was also exellent then. We also got to meet the Captain on our final departure he was a lovely man, very friendly.I also liked that you didn't have to dress up too much,( unless you wanted to) everything was very casual . I would definitely recommend this cruise Well done TUI.

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Rs

Carabian dream in the sun

Overall the standard the of food is just average now.from breakfast which was overcooked most days.lunch was hit or miss. Evening meal was the same every night with choice of roasts .I couldn't get my head round why they never had mash potatoes at that station you had to go to another one to get mash .the choice of drinks were good. Entertainment was brilliant best bands for me was rhythm and breeze and the journey men staff were very good .A big shout out to Anne covinder and Vicki from the squid and anchor hope I got names right they always new our drinks vodka and lemonade lol olso a shout out to the cleaners Elmo Antonia andJunaidi .apart from food not much to complain about on the voyager choice of islands we're good.

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MH

AVOID AT ALL COSTS!

We have just returned from a two week cruise on the Marella Explorer. We visited some of the Canary Islands and Madeira. The standard of the cruise has dropped dramatically. The smoking area is right outside of the entrance to the Spa and it stinks! The bedding and the towels in one of the most expensive cabins on board were a disgrace, they were Grey instead of White. And there was no fridge in the cabin. We paid for the premium package because of the coffee and certain alcoholic drinks which we like but these ran out two days after we boarded. We queried this but were told that they weren't getting further stocks until two days before our cruise ended. Like I say TUI's standards have dropped dramatically AVOID AT ALL COSTS!

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SN

Been on a lot of Tui cruises I…

Been on a lot of Tui cruises I questioned my Vodka and coke which was only coke it happened a lot.The food is not up to quality it used to be .It hasn’t put me off but they need to up there standards the price you pay the quality should be higher.

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AH

Caribbean cruise on the Voyager

Just completed a two week cruise on the Voyager and thought it was excellent value for money. A nice way to travel and see lots of different places. Getting on the islands each day was very easy, the staff can’t do enough for you and best of all was the food - it was incredible.

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M

Mein Schiff 6 mutiert zum Party- Schiff?

Buchung für "15- Nächte Festtage" Kreuzfahrt ab/bis Singapore am 18.Dezember 24 in "Himmel und Meer Suite 14008" auf Mein Schiff 6 "Wohlfühlen" steht vielversprechend in großen Lettern am Bug des blauen Schiffs Es begann damit, daß die morgens beim Einchecken abgegebenen Koffer erst nach einigen Telephonaten in der späten Nacht vor die Kabinentür gestellt wurden, weil sie angeblich nicht auffindbar waren. Also Auspacken in der Nacht, der ersteTag war bereits mit Warten vertan. Wegen der aufkommenden Festtage schien womöglich gleich nach dem frühen Check- In eine Reservierung im X- Lounge Restaurant der Suiten Passagiere für ein festliches Abendesse ratsam. Die dort für die Suitenpassagiere zuständige Concierge erklärte in keineswegs kundenfreundlichen Ton, daß das Restaurant und auch die weiteren Spezialitätenrestaurants da für 3 Tage geschlossen seien. Auf die ungläubige Nachfrage erläuterte sie, nicht geschlossen, aber nicht verfügbar, weil bereits alle Tische reserviert seien. Man könne sich aber auf Deck 3 in die Schlange stellen, um eventuell einen Restpltz irgendwo zu bekommen (war auch falsch, es war angeblich doch Deck4) aber wir lehnten das kategorisch ab. Das Hochgefühl, eine besonders exclusive Bleibe auf diesem Schiff gebucht zu haben war bereits verflogen, aber als dann die Beschallung auf dem Pooldeck 14 aufgedreht wurde war es mit dem Hochgefühl zu Ende. Diese H&M Suite hat ja eine Dachterasse obenauf die mehr oder weniger der Druckwelle dieser Beschallung ausgesetzt ist. Alles ist daher auch überdeutlich im darunterliegenden Wohn- und Schlafraum zu hören (der nebenbei gesagt schön eingerichtet und groß ist,- kein Grund zu meckern). Nachdem "Musik" für die übliche Menschheit heutzutage aus überhöhten Computer- generierten Subwoofer- Bässen besteht (oder ist da sonst noch etwas erwähnenswertes aus musikalischer Sicht?) verbreitet sich diese gnadenlos bis in den Schlafraum, bis spät in die Nacht hinein. Dann kam die erste "Poolparty", das Erlebnis war noch steigerungsfähig. Gröhlende, All-Inclusive trinkende, tanzende Partymassen direkt vor der Haustür nur durch den Aufzugs- Vorraum getrennt. Beschwerden mehr oder weniger ergebnislos Es ging in dieser Form trotz sichtbaren Bemühens der Bordreiseleitung während der Reise weiter. Die Krönung war die Silvesterparty , die bis ungefähr 02:30 dauerte während ein Live Band in unserer Suite nachts "Holz hackte", so kam das unerbittliche Schlagzeug dort an. Ist das "Festlich"? Weiter halten wir für erwähnenswert, daß der TV in der Suite kein einziges TV Programm enthielt, außer einer Endlosschleife der Tagesschau vom Vortag. Erklärung: weil Astra 19°E nicht empfangbar sei. Kopplung mit dem Smartphone nicht möglich. Erklärung: Kinder würden immer damit spielen und Ärger machen. Abhilfe war dann ein kurzes HDMI Kabel zur direkten Verbindung der Geräte. Insgesamt blieb von der gesamten Reise der schale Nachgeschmack diese Suite war bei weitem überbezahlt. Und es lohnt nicht, eine Suite im Glauben zu buchen, man hätte dann eine etwas andere Behandlung, abseits vom teils unerfreulichen Massenbetrieb auf dem Schiff. Nach heftigem Schlagabtausch mit der Kundenbetreuung erklärte sich TUI bereits einen Betrag von 5% der Reisekosten zu erstatten. Unsere Meinung zu dieser Art Kreuzfahrt: Finger weg von MEIN SCHIFF. "Wohlfühlen" soll sich eine bestimmte Art von Passagier, aber wer ist dies? Besonders von der schönen aber sinnfreien H&M Suite die ein mehrfaches vom Preis einer vernünftigen Balkonkabine kostet.Es gibt auch andere Cruise Lines, wo ein First- Class- Passagier noch etwas wert ist. Das Management der TUI will mit Partyfreuden eine bestimmte Zielgruppe auf ihre Schiffe locken, zu der wir nicht gehören.

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TG

Worst cruise ever

This is the second December Marella cruise we have taken, We have also cruised on three occasions during the Summer months. We have had no cause to complain with regard to the Summer cruises as indeed no cause for complaint on December 2023 cruise to the Canary Islands which in our opinion was excellent. In 2024 we had more or less the same itinerary but the ship was Explorer and not Discovery. Our initial reaction to the accommodation was a qualified positive one given that the ship had been recently refurbished however we could not help notice that the cabin and balcony sizes were less than Discovery. The balcony was considerably smaller than the one on Explorer. We understood from enquiring with the crew that this could have been part of the refurbishment. We had an early observation that the ship was cold. The cabin was cold as well but thankfully we were instructed in how to control the cabin heating. I am now going to enumerate the multiple complaints regarding the cruise and our expectations will be that we will receive a genuine engagement in this process not a “fobbing off” of a major UK leisure operator looking for internet “clicks” without really caring or paying attention to take remedial action. 1. Food and dining facilities – We found comparison between Discovery and Explorer quite frankly, shocking. In general, the restaurant 47 seemed to have the same choice as Explorer however on the first night we noticed that although the choice seemed the same the quality was poor and the choice was less exotic. When we were on Explorer my husband would regularly have prawn cocktail probably a universally popular starter however it was never on the menu. Another repeat dessert we liked on the Explorer was home made apple pie and custard. My husband and I ordered this on the first night to only find that not only was this not remote home made it was a rectangular tasteless clearly a frozen product probably not even worthy of a high street café. There were several other dishes that I rejected and although offered alternatives there was nothing in these remotely comparable to the food on Explorer. We could not help noticing that every vegetable was frozen and occasionally under thawed. We became desperate after a while and started using the serve yourself facility. Thi was slightly better but the vegetables were still not the same as we had had on Explorer. We tried other desserts and they were all mass produced and of a quality of a cheap supermarket product. We tried a fish dish with an exotic description only to find this was a minute piece of fish so watery it just disintegrated. This was the first holiday cruise or otherwise where my husband and I actually lost weight. We complained several times about the standard of the food including senior restaurant who promised to take this up with the chef but things did not improve. Having said all this the waiters and waitresses were attentive and accommodating. 2. Entertainment – Our cruise last year on the Explorer included a large group of young dancers and singers of a “West End” standard and performed every night. I don’t think there was any entertainment the first night. The second night was a tribute band based on the limited appeal audience for “Glam Rock”. The tribute band was imitating the Sweet. I think it must have been the third night we saw the musical theatre group. They were talented but the stage settings were sparce and clearly money was being saved here. The performances compared with Explorer were shorter and limited in scope with what we had experienced the year before. 3. Internet - We paid in excess of £40 for internet connection. It was either slow or non-existent. The connection was long drawn out . I would go to the desk and get them to connect me which they did. I would go back to the cabin call up the internet and a message would appear that there were connection problems. 4. As mention the ship was cold. We were not the only people to notice this. In fact on our return flight to Bournemouth the aeroplane was an hour late. By the time our plane arrived in Bournemouth our flight anf another came in at the same time. Being a regional and relatively small airport we queued for a long time and were delayed further in a cold car park waiting for our taxi. As a result of this we both went down with severe cold symptoms which required anti - biotics and have only passed in the last week. We were contacted by TUI by phone who offered an apology but were unwilling to give any assurance that would give us cause to book further holidays with this company.

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DC

Beware medical charges

Firstly, I was reading through these reviews and note that there are a lot of negative comments that aren't directly related to the cruise itself, but to peripheral aspects which are presumably outside of TUI's control, airport issues etc. This was our first cruise and we'd deliberated for a while about whether cruises were for us. The Explorer 2 Caribbean cruise was a fabulous experience. The staff were amazing, professional and attentive. Special shout out to Thiha and Kadek who were our cabin stewards and made the experience extra special. I can't name individual restaurant and bar staff unfortunately as we went to so many different places. Our favourites were Latitude (we breakfasted there most mornings, loved the options of daily specials and freshly cooked food). We also tried Latitude for dinner which was great, as was Vista, Tapas, and Piccadilly's. There were options for speciality restaurants outside the all inclusive band, which we had considered, but with only a week on board we enjoyed the included restaurants too much to want to go elsewhere. So any downside? Some of the evening entertainment was a bit mediocre (but Amy Vaziri and The Collective were especially enjoyable). Full Coverage were okay and I guess it's a matter of preference. I enjoyed their reggae numbers much more than the more disco themed stuff. The show was okay, though in fairness we didn't get to see the full version, but some of the cast performing separate shows were less than great. As many have said in other reviews, the availability of sun loungers was an issue although I did love the policy of ticketing beds that were reserved but left empty for lengthy periods; if they weren't claimed within 45 minutes of ticketing the personal items were taken to reception and the loungers freed up. ONE MAJOR GRIPE. My husband was taken ill over the last couple of days with an awful cough which was keeping us awake at night. We think this was a combination of the effects of air conditioning and being in contact with other coughs and colds. There was a note in the cabin which stated that with certain symptoms, including continuous cough and fever, no charge would be levied for seeking medical help. When we did so due to him struggling to breath on the last night, we were warned there would be a call out charge of over £200. When I pointed out the no charge info, I was told this was only for during COVID. So why is it still showing? Surely the idea is to avoid people being put off seeking medical help and spreading illness further? Overall, with tests and medication, the bill was in excess of £750. In my opinion, the notice formed part of our contract and therefore the call out charge constituted a breach of contract. I will be raising a dispute with our credit card provider under Section 75. Overall though, massively impressed. There really is something for everyone, both on the dining front, and for evenings whether you wanted to see a show, have a quiet coffee and read in The Coffee Port or take part in quizzes, game shows, karaoke etc. There were also quieter entertainment areas where you could enjoy a cocktail and listen to a pianist or guitarist.

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R

FANTASTIC!!! Just came back from the cruise with Tui…

Just came back from the cruise with Tui on marella explorer, from the start to finish can not fault the choice, superb organisation from the flight, transfer and the cruise itself. The entertainment, the food and most important the Crew were incredible.Will definitely recommend and will be returning.Rob

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