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
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 51 - 60 of 176 reviews
C

We booked a holidays and they said they…

We booked a holidays and they said they have a price match not true overcharge us £400 vs Loveholiday I will never again book with tui

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SG

NOT WHAT WE EXPECTED ONE OF THE WORST HOLIDAYS WE HAVE BEEN ON

We have just come off the Christmas cruise, Marella Explorer. From the start at our arrival in Tenerife it was dreadful delayed in the airport on the plane then delayed outside waiting for passport control as they had no organisation whatsoever and we’re allowing plane after plane to land without any buses to transport and could not accommodate the volume of passengers. Thinking that once we got outside our coach would be waiting not a chance the Tui staff stood amongst themselves talking. I was desperate for water as I am not well and was told I had to wait in the queue. It was like a cattle market and still no coaches to take us to the ship for an hour, they didn’t seem to know what was going on and who was going where totally disorganise and disgusting customer service. When we finally arrived at the ship I was exhausted and unable to enjoy any of the first evening so was in bed by 10 feeling unwell. There was no meet and greet to give us information and a lack of any support or help from TUI staff. We listened to numerous people who were so disappointed with the whole experience. The only people that helped us enjoy our holiday, which may I add cost over £4000 for one week and was my birthday present that my husband had worked 7days a week to pay for were the bar staff who I will name as Brenlyn in the Squid and Anchor and Jerry in the Vista restaurant. I would never travel with TUI again out of choice and definitely not cruising. We can’t wait to get home. I’m writing this sat in the airport eagerly waiting for our flight 😔

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A&

Captain of TUI cruise- Jon Edwards

We’ve cruised with various cruise lines but wanted to leave this review to make a special mention about the captain Jon Edwards who is the captain on the Caribbean, Explorer 2 cruise that we have just arrived back from. Jon was the best captain by far. You can tell that all the staff loved him, he explained everything and he was very sociable and professional. He’s by far the most exceptional captain of all the 10 cruises we’ve been on & he made our experience all the better. We would highly recommend a TUI cruise and especially if Jon Edwards is the captain.

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DB

Äußerst unseriöses Verhalten. Finger weg!

Ende November haben wir eine Kreuzfahrt „Transsuez Kreta bis Doha“ für Herbst 2025 gebucht. Der Preis beinhaltete einen Frühbucherrabatt, der bis Ende November galt. Danach stieg der Preis für alle Kreuzfahrten je nach Kategorie um mehrere Hundert Euro pro Person. Ca. eine halbe Stunde nach der Festbuchung unsererseits stornierte TUI die Reise. Angeblich finde diese nicht statt. Zu diesem Zeitpunkt und noch Stunden später war sie aber online nach wie vor buchbar. Wir haben mit der Zusage eines 10%-Rabattes wegen der Stornierung dann Anfang Dezember eine andere Kreuzfahrt gebucht. Nach der Festbuchung verweigert man uns den Rabatt und den Frühbucherrabatt, den wir ja auch nicht mehr bekommen wegen des unlauteren Verhaltens des Unternehmens. TUI scheinen die enormen Marktanteile zu Kopf gestiegen zu sein. Offenbar meint man, mit Kunden so umspringen zu können. Selbst folgenlos verbindliche Verträge brechen und Kunden mit Zusagen locken, die man dann nicht einhält. Ein unfassbar unverschämtes Verhalten. Wir werden weder mit TUI, noch mit TUI-Cruises nochmals verreisen. Es bleibt zu hoffen, dass bei der nächsten finanziellen Schieflage der Steuerzahler dem Laden nicht mehr aushelfen wird.

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K

Traumreise???

Mein Lebensgefährte und ich haben eine Reise auf der Mein Schiff 1 beendet. Vom 20.09.-12.10.2024 waren wir entlang der Ostküste unterwegs (2 Reisen). Für mich sollte es ursprünglich meine Traumreise werden....von Neufundland bis zu den Bahamas. Die Indiansummertour war erstmal keine. Einheimische sagten, wir sollten in 4 Wochen wiederkommen, anfangen würde dieser immer erst Ende Oktober. War dies TUI Cruises nicht bekannt? Es war trotzdem eine schöne Reise. Angekommen in New York hatte ich 3 Ausflüge gebucht, weil wir ja auf dem Schiff als Durchreisende geblieben sind. Der erste Ausflug wurde kommentarlos abgesagt (auf dem Fernseher in der Kabine). Super enttäuscht habe ich nach verschiedenen Anlaufstellen endlich den richtigen Ansprechpartner gefunden, der mir eine Alternative anbot. Leider in Eigenregie, aber wir buchten. Den zweiten Ausflug hatte ich im Vorfeld spontan abgesagt, weil wir einen Kabinenwechsel hatten und wir nicht wußten, wie das von statten geht. Kurzfristig wurden wir aufgeklärt. Als wir die neue Kabine bezogen haben, erfuhr ich, daß der dritte Ausflug auch ausfällt. Megaenttäuscht und sauer sind wir auf dem Schiff geblieben. Ich finde das nicht in Ordnung, das so mit Kunden umgegangen wird. Die Videothek funktionierte teilweise auf der Kanadatour, aber auf der Bahamastour funktionierte diese gar nicht. Das deutsche TV Programm gab es auf der ganzen Reise nicht außer alle 3 Tage eine Tagesschau. Bei den vielen Seetagen war das sehr ärgerlich. Begründet wurde es mit IT Problemen. Ich denke, das steckt viel mehr hinter. Man kann nicht 21 Tage dieses behaupten. Das Essen war teilweise eine Zumutung, Bsp.: Gurkengemüse, klebrigen Kartoffelbrei, totgebratenes Fleisch, Gulasch mit flüssiger Soße, seltsame Kartoffelspalten, boeuf stroganoff mit Torfu, Linsenfrikadellen, Kohlroulade gefüllt mit Quinoa, etc.. Es war teilweise ungenießbar. Der Supergau kam, als ich eine Erkältung bekommen habe. Gequält von Husten entschied ich, mich verantwortungsbewusst an den Boardarzt zu wenden. Der kurze Check dauerte ca. 4 max. 5 Minuten. Ich bekam 2 Medikamente mit. Für das eine Medikament musste ich dann das 7-fache bezahlen. Das kurze Abhorchen und Fiebermessen kostet mich über 100 € und der Abstrich, der bei mir gemacht wurde....der zum Wohle des Schiffes und nicht meiner Gesundheit diente, brachte bei uns das Fass zum Überlaufen....knapp 140 €. Insgesamt kostete dieser kurze Besuch 400,70 € ---> in meinen Augen ist das Wucher und völlig überzogen und entzieht sich meiner Logik. Zum guten Schluß möchte ich erwähnen, daß wir individuell an-und abgereist sind. Ich habe 3x an der Rezeption nachgefragt, ob wir in einem ihrer Busse mitgenommen werden können, was verneint wurde. Wir wußten, das das möglich ist, das es nicht klappt. Alternativen wurden uns nicht genannt. Als wir das Schiff verließen, stand ein Shuttle vorm Schiff, der zum Flughafen fährt. Dies hätte man uns doch im Vorfeld sagen können. Ich hatte mir so viele Gedanken gemacht, wie wir zum Flughafen kommen. Eine absolute Enttäuschung.

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GB

September 2024 our 14 day cruise with…

September 2024 our 14 day cruise with TUI down the Rhine & Danube was cut short due to high river levels. We started in Amsterdam and should have finished in Budapest but we had to stop half way. TUI customer service was awful and totally disorganised. We spent over 4 days on and off coaches, transferred to another boat for 1 day, TUI arranged coach transfers with shoddy operators, we endured danger with our coach driver taking and making calls on his mobile whilst driving on narrow roads and motorways at speed, totally in breach of Hungarys Law, we were very concerted for our safety. When we got back and complained to TUI they were dismissive of this issue totally showing no interest in their Duty of Care obligations. We paid for a drinks package which we were unable to use for half the holiday due to being stuck on coaches, in all the holiday cost over £7000 and the only compensation TUI gave was £500, 7%. TUI customer service post return is SHOCKING, their stance to our complaints was very much, tough, take it or leave it followed by, we hope you book with us again, NOT A CHANCE.

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MP

We travelled on our first cruise…

We travelled on our first cruise recentky. The Marella discovery, it was perfect. All the staff we came into contact with met us with a smile and polite friendly greeting. A special mention goes to a lady named Chris in the 47 restaurant where we ate breakfast. The food and service was just so enjoyable. THANKS to you all wonderful staff , our holiday was lovely 😍

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DA

Our recent experience with Marella…

Our recent experience with Marella Cruises was deeply disappointing. My mother suffered an injury on board the Marella Discovery 2, which left her unable to walk and in need of a wheelchair. Despite this, Marella’s policies severely limited her ability to enjoy the cruise as they refused to allow the wheelchair off the ship, preventing her from disembarking at any of the ports. This restriction was not clearly explained when we booked the cruise, and their inflexible approach made an already difficult situation much worse. The lack of support and understanding from Marella added significant frustration and distress to what was supposed to be a relaxing holiday. Attempts to address the issue directly with Marella resulted in excuses rather than solutions. They showed no willingness to make reasonable adjustments or offer compensation, ultimately leaving my mother unable to enjoy the holiday we had paid for. I would not recommend Marella Cruises to anyone who may need extra assistance or who expects compassionate, responsive service in times of need.

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LW

Tui marella voyager on…

We sailed on the Tui marella voyager on the 19th of October around the Mediterranean, overall the ship was ok but we have now been on several cruises and know what to expect and thought we would give tui a go. Flights transfers and embarking the ship was zero hassel our suit case was took to our rooms within minutes, the cabins was an ok size with two single beds we pushed together to make a double and a chair we made into another bed for our 5 year old. First night we went to latitude the main restaurant and was seated at a table within a couple of minutes, on the remaining 6 nights their was an average of 40min wait. From being seated on the first night the service was shocking it took us over a hour to be served our main meal it felt like the staff was reluctant to serve us and to get any bread on the table was impossible. We was a little worried if this was what we was in for all week but the rest of the week services was fast and great waiters, the food was good to great you can’t always have it perfect. Next we head over to the broadway theatre to watch a tina turner tribute for the main show, what a huge disappointment it was just someone singing to a poor backing track at best running around stage like a loon, now i know Tina was an eccentric but this was just awful. Couldn’t wait for it to be over, compary to all the other cruises we have been on this was not what we was expecting we are normally blown away! The rest of the week was a comedian named Noel Brodie who was absolutely brilliant he did two shows one for families and another for late night adults only and had us laughing all night, the rest of the week was made up of a dance / singers groups residency tbh these was great it was a different theme every night from 60s to pop if anything i would say it was abit of the same for 5 nights a week and it would have been great to have a live band like other ships to go along with them and the sound differed during the week with dry vocals no effects then swimming in reverb but thats me being picky from a tech point of view, cocktails was average and if you paid for a premium cocktail there wasn’t much difference in quality. The breakfast in the buffet in a morning was ok i have no idea what the so called pork sausages were all about but they were awful tasted like old fat! And the breakfast in the main restaurant was pointless as it was the same as the buffet but took forever and was limited to certain bread items like eggs Benedict on a Tuesday only what was totally bonkers compared to other ships the snack shack-shack out side but the pool in the day was good but always served the same items this would be good for a little rotation of food items and no ice cream apart from In the kitchens what shut at 2pm for change over any other would be all days at the side of the pool! Overall the staff and entertainment team was great but the shipped lacked massively no dress code enforced i could have wore my tesco 2 stripe all week and got away with it in the restaurants and captains night, next was how marella charged your credit card every night we a pre authorised with what you spent during the day so if you spent £100 day one this was on hold the if you spent another £100 day two they would pre authorise £200 and the first £100 took 5 days to drop off so by the end of the week we could have had over £1000 on my credit card pending even though i hadn’t spent it for some people This could be what they are relying on for there holiday I found this shameful from tui no other do this! this was a total disappointment especially for a £5000 holiday other ships and companies blow these out the water it was like a cheap all inclusive hotel on water what felt like how cheap can we make it and get away with it, Tui and turning the cruise sector into the ryan air of the sea. There is so many things they can do to improve the service levels, ordering at the table on the intranet which haven manage so why cant tui? Also, the pools are freezing! And i mean turn your lips blue. On reflection we wouldn’t book tui marella ever again its benidorm on the sea and not what cruising is about .

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C

Sehr gut organisiert - Tolle Reise

Sehr gut organisiert. Toller Service. Excellentes Essen. Sehr guter Service und eine schöne Balkonkabine. Wir waren rundherum zufrieden. Alle ausgesprochen freundlich, vom Kapitän bis zur Reinigungskraft. Wir waren vom 09.10.2024 - 16.10.2024 von Palma mit Mein Schiff 2 unterwegs.

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