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!

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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

180 total • Write a review

Showing 41 - 50 of 176 reviews
GM

We sailed with TUi for our first cruise…

We sailed with TUi for our first cruise ever in 2023 and didn’t know what to expect. We sailed on Voyager and all I can say is that it surpassed all our expectations and loved it. So much so that we booked a second cruise with TUI last year and again absolutely loved it. On both ships the staff were superb, the food was excellent, the entertainment excellent and our cabin was ideal. We are now looking forward to our next TUI cruise.

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MC

Have been on thus cruise (2 years ago)…

Have been on thus cruise (2 years ago) it has changed a lot in standard…. When arriving we immediately noticed our cabin had no balcony (we booked and paid for the larger cabin with balcony). In speaking to reception we were told to give proof of our booking - we could not get internet on our phones so could not prove, I did inform reception that they should have it on their system, they said it hadnt downloaded so there was nothing we could do, not a great start! Later that evening I approached reception again to be informed that they had received the correct booking and that we could move the next morning. The next day we were shown to our new cabin, it was tiny in comparison but reception blamed our booking agent and said it was a common complaint and they could not give us the cabin we booked. The drinks package is a total waste of money. The wines are nowhere near as good as they were. No Marlborough Sauvignon’s at all. French or Chilean, Italian on the Italian nights. So disappointed. Mateus (cheap and cheerful) is not even included in the premium package. Out on deck… unless you get up at stupid O’clock to put a towel out you’ve no chance of a sunbed, buttlins on the sea is a fair description. The only saving grace are the waiting and cabin staff, so attentive, polite and hard working,Never again!

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ms

great time from a great crew

from the very first minute we felt like we were welcome aboard the discovery 2 cruise ship. the cabin on the 6th floor was great, the food in all resturants was excellent and the food in the pay extra surf and turf was of the highest order, the shows were first class and the bars offered excellent service

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HG

The Exchange bar staff.

The staff and people serving, were fantastic, helpful and polite, I was especially grateful, to the staff, in the Exchange bar, on the Marella Voyager, on my Carribean cruise, over Xmas. Special thanks to Juliemar, Laxman and Kevih.

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W

Avoid at all cost

Avoid at all cost. We never got on the Mediterranean cruise back in November as tui cancelled it 6 days before. Trying to get our money back and the £100 compensation was a nightmare. TUI customer service is awful. So again avoid and use another cruise line with better customer support and care.

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SS

Tui Pfui Cruises !! Nie mehr

Wir haben die letzten 13 Jahre (vor Corona) schon etliche Kreuzfahrten gebucht. Zum Teil 3 pro Jahr und immer in einer grossen Suite. Wir haben schon Hunderttausende EUR für Tui Cruises Kreuzfahrten ausgegeben und waren meistens zufrieden. Früher wars ja noch besser leider. Wir hatten für 2024 eine grosse Kreuzfahrt gebucht in einer Panorama Suite für 2 Personen für 40 Tage. Die erste nach Corona. Aus geschäftlichen Gründen konnte mein Mann dann nicht 5 Wochen aneinander Ferien beziehen. Wir mussten also die EUR 45'000.- aufsplitten auf 2 Kreuzfahrten. Die erste machten wir im Nov. 2023. Das war eine Katastrophe. Nicht mehr zu vergleichen mit früher. In der X -Lounge konnte man keinen schönen Tisch (vorne am Fenster) reservieren. Es hiess es seien alle schon die ganzen 2 Wochen reserviert???? (Dieser Concierge war sehr unfreundlich und sehr arrogant.) Dies konnte man früher nicht, da es unfair gegenüber den anderen Suiten Passagieren wäre. Als ich den Concierge darauf angesprochen habe meinte er nur wer eine Flasche Wein zum Essen bestellt werde bevorzugt behandelt. Ich trinke kein Alkohol und mein Mann immer nur 1 Glas. Auch die vielen Junior-Suiten Gäste sind spürbar in der X-Lounge. Totale Katastrophe. Leider nicht mehr unser Fall. Die 2. Reise buchten wir dann für dieses Jahr im Nov. 2025. Wir wollten die 20-tägige Reise von Kapstadt nach Dubai über die Seychellen buchen in einer Himmel und Meer Suite. Hatten ursprünglich eine andere gebucht) Wir mussten ja auf die EUR 45'000.- kommen mit den 2 Kreuzfahrten. Leider wäre die 2. Kreuzfahrt 2'600.- EUR günstiger. Wir wollten den Aufpreis übernehmen aber die TUI Cruises wollte einfach nicht. Schande über Tui-Cruises kann ich da nur sagen. Teurer geht immer. Wir wollten ja den Aufpreis aufzahlen aber das geht scheinbar nicht. wir stornieren lieber die 2. Kreuzfahrt und bezahlen die EUR 7'800.- (Stornokosten) und müssen uns mit dieser Gesellschaft nie mehr rumärgern. TUI Cruises ist für uns gestorben!

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KP

Beware

We went on the Marella Discovery 15.12.24 for 7 nights to the Caribbean, Cocktails and Coconuts. The cabin was clean, but the decor was tired and needs upgrading. The staff all work very hard across the ship, the 47 restaurants were very good and the food to a high standard. We were approached by a photographer who took some photos and asked if we would like a sunset photo later in the week. We agreed as it was our silver wedding and we wanted to do something different. We weren't told at the time if we needed to cancel if it was less than 24 hours we would be charged £25, we didn't cancel but this should have served as a warning. We viewed the photos and chose some agreeing to a price more than reasonable for digital photos. The photographer had us sign the paperwork as we had agreed the price with him. The last night I checked the account to my astonishment I had been charged £300 more than the agreed price. My husband asked the photographer what on earth was going on, he appeared to not understand. A language barrier came into play. He fetched his manager who initially refused to back down despite being told I would not be paying it. He then fetched a piece of paper that we had signed in the top left hand corner someone had scribbled £380 in black pen, the other side othe A4 sheet looked like a printer test page with no order information on it. I pointed out that the scribbled figure was not there when we signed and it was far from professional. I told him as soon as we touched down I would ring my credit card provider and get them to do a section 75. He had the audacity to laugh when I said I wanted to speak to someone higher up. My husband asked why he thought it was funny, he claimed he was the manager of the photography department and the only other person was the Captain. I told him to go and fetch the Captain and I would speak to him. His face changed and he then agreed to knock off the £300. It is nothing short of a rip off, they do not display prices and it is misleading. He claimed they were changing software and couldn't print things out! Not professional. I filled in the questionnaire TUI sent me by email straightaway including all I have said here. Surprisingly no one at TUI has contacted me regarding this. This ruined our last night onboard and took the shine off what should have been a really special holiday. Very disappointing.

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p

First Cruise

Travelled on our first cruise on the Marella Explorer on the Island hopper tour on the 14th till 21st December I’ll keep this quick Staff, Food, and Entertainment absolutely outstanding our balcony room was lovely would highly recommend as a first cruise.

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MD

Sailed on the Marella Explorer last…

Sailed on the Marella Explorer last week to see the Maderia fire works a 5 star experience.The Cleaning staff along with the waiters were exceptional and the food was well presented.The down side was the entertainment which used to be of a good standard but now reflects from the top with the so called entertainment manager Liam who only contributed to making everything tacky and sometimes like a school production a good example was one of the many boring quiz nights in which the tie breaker was to make a paper plane and fly it through a hoop.

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M

Mein Schiff 5 - Qualität extrem nachgelassen - nie wieder TUI

Mein Schiff 5: Kanaren mit Madeira - Silvesterreise: - Service: unterirdisch: zu wenig und z.T. unmotiviertes Personal (nicht so freundlich wie bei AIDA) - Qualität der Speisen: Bedienrestaurants: Fleisch hart, Fisch kalt, 0815 / Buffett Restaurant: immer das Gleich, weniger Vielfalt als bei AIDA - Programm: sehr wenig im Theater und dann auf einen low level Niveau (langweilig und unprofessionnell) -Route: eigentlich waren 2 Abende Madeira geplant. Dann aber 5 Std. Verspätung, so dass wir nach Mitternacht in Funchal ankamen und am Folgetag mussten wir tendern, letztes Boot 19 Uhr, man musste aber um 16 Uhr anstehen, da es nur 2 Boote gab. Also KEIN Abend in Funchal - Erfahrene Mein Schiff Fahrer waren sehr enttäuscht und haben den Qualitätsverlust bestätigt.

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