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!

Useful
Share
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.

Useful
Share
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.

Useful
Share
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.

Useful
Share

Company details

Information provided by various external sources

No description available yet.

Contact info

🌐

All reviews

180 total • Write a review

Showing 61 - 70 of 176 reviews
N

Would not recommend

Would not recommend. Ironically, the cruise was spoiled by the cruise experience team. The excursions are poorly organized and rushed. You will get little time to enjoy them. They also do not display travel time on all of their excursions, I assume they do this intentionally so you don't know that you'll be spending hours on a bus and little time on the excursion. Food and drinks we really good, cabin was great. The reason for the 1 star is down to the poor excursions and their lack of care to resolve issues. We spend £144 on a 8 hour trip, and only got to spend 1.5 hours there due to their poor planning. They offered is a £14 refund, yes £14. We declined and will never sail with them again. My wife asked the cruise experience team for information on local transport at one of the ports. They were rude and dismissive to her. Oh and don't bother trying to speak to reception about your issues. The don't care. Lastly, after we returned from the cruise we were sent a survey to complete, before we had the chance someone had completed it on our behalf. We only know this because Tui emailed us thanking us for completing the survey. It's very shady.

Useful
Share
IA

We have booked our first cruise

We have booked our first cruise. But unable to book excursions to an error on the web site, the agent also tried to book the excursions but failed. They promised to contact me within 2 days, to date no reply. I tried to make a complaint but I am unable to make a complaint unit I returned from the cruise, so I was informed by Alex.

Useful
Share
MA

Not again !!!

Travelled on tui voyager for first time ever with Tui. Would I go back? There would have to some special offer from Tui. We went to spa first day … robbed blind … the pushy sales tactics to buy Elemis products is disgusting … the staff stand and hound at every exit and at every opportunity … said this in their review but Tui don’t care !! They deduct a £1 on embarkation from your credit card which is meant to be deducted from final bill … mine wasn’t intact it was taken twice under ‘charity’ payment… it’s only a £1 but if Tui did that to 1900 passengers then it fairly adds up but where does it go ???? Glass case taken from cabin … spoke to reception .. said it wasn’t their problem !! Booked trip via Tui to Rome … completely rushed … free time about 10 mins … didn’t see colosseum, Spanish steps and spend 15 mins at Trevi … restaurant recommended for lunch by Tui rep was awful !! But bar staff, cleaning staff, entertainment and food & drink all good. Weather bit iffy which meant we lost out on Corsica and an extra day at sea but no one’s fault but Tui didn’t offer any compensatory voucher which other travel companies would have. All in all it was a last minute booking at a ridiculously cheap price so I suppose I got what I paid for !! Used other cruise companies before & probably would use them again not Tui.

Useful
Share
J

Had a holiday on the marella voyager…

Had a holiday on the marella voyager for two weeks. spotlessly clean room was cleaned by Andre, Christopher & Amarie they were so good with us both and cared a lot thank you we ate in Vista staff were excellent. Food was so tasty. The Kitchen was good we liked that the food was behind glass so you know nobody else is touching it and putting it back. Great system, choice was plentiful and again not disappointed. Entertainment was really good. Coffee port served the perfect drink when needed. Thank you to all the staff.

Useful
Share
GC

Marella Voyager Cruise Ship Disappoints

On last day of our Marella Cruise on Voyager and felt compelled to inform future travelers that if they are expecting the same high standards as we have previously experienced on other Marella Cruise ships, then you will be very disappointed. Convinced our friends who had never been on a cruise to come with us based upon our previous experiences on Marella Cruises, then spent most of the cruise apologising for issues on the Voyager. Let me list the key issues: There is a lack of provision and support of people who need a mobility scooter to get on and off the ship. Food is too repetitive in the ‘marketplace’ dining area - No real differentiation between Lunch and Dinner. If you do not like spicy food then you are in even more trouble. Self-service beer dispensers are a joke and the wastage must be very high. Majority of food is served behind glass panels by crew members which leads to queueing and makes it difficult to see and get what you want to eat. There seems to be the conception that salad is either a starter or side dish as the quantity served is very small and in a small bowl. To get to the soup section you have to queue from the beginning of the bakery section and wait whilst others choose and have their food warmed up before you get to the very end where the soup is served. The cleaning and clearing of the tables if often very slow. It genuinely feels like your not on a Marella Cruise Ship and hence why I have taken time to offer this constructive criticism because it would not take much to bring the Voyager up to the standards of the other Marella Cruise Ships which we enjoy so much. P.S we are cruising again with Marella on the Explorer 2 at the end of November

Useful
Share
L

Lost cabin hand luggage on transfer coach

There was 3 off us went on a cruise in September arrived at Corfu airport which was very chaotic as we were getting on coach to go to cruise terminal the driver off coach insisted that my husband put his cabin suitcase in the hold and not to take on coach even though the rest of the party had when we got to terminal we spoke to tui rep concerning our suitcase as it had no lock or label on it he assured us it’s not a problem to go through the terminal and it will be at customer services we went back to customers service numerous times suitcase never came in the end customer services said they didn’t no what happened to case so we had to buy some items that my husband needed never saw the customer general manager received a print out of what we had lost and a remark from her saying to give this to my insurance and this was the alleged amount we were claiming for not very professional since coming home had so much trouble a getting corrected forms for compensation and when did get any help tui refusing to pay out a reasonable claim even though I had receipts for items we bought telling me to claim off my insurance for rest off claim I don’t no why I should as it was put on coach and reassured by rep that it was not a problem. Been with tui many times and never had any issues but this time the cabin was the worst I have ever had noisy two pull down beds as my husband is 75 made it very had for him to get in and out of bed and coming home had a 10 hour delay a very upsetting start to holiday and the rest of the week because of case and a depressing end to holiday and still trying to get a reasonable claim from tui so if going to Corfu airport make sure you take hand luggage inside coach

Useful
Share
BF

Disappointed- will not use again

Just returned from fifth cruise with TUI and we had so many issues this time which was disappointing. It seems now the bottled water when upgrading to premium service and junior suites is no longer included. No slippers included either which whilst isn’t a big issue if I were made aware and I could have brought my own so didn’t have to walk barefoot round the cabin which makes me cringe. Still advertising the extras when booking suites but were told by staff no longer given extras. Lack of communication it seems yet happy to take the charge for it. The amount of people I spoke to and whilst at reception came by to make complaints was absolutely awful. Marella charge debit/credit cards the amounts which become pending then send letters to cabins saying cards have been declined, patrons then attend to show amounts being debited but marella refuse to acknowledge this and say another card needs adding. People out of pocket by hundreds of pounds due to marella saying they no longer accept certain debit cards but don’t tell you when you add them to your room account that the payments will be taken as pending essentially freezing the money. So if you only have enough money to pay for your purchases, you’ll become stuck as some people had to pay twice and wait 30 days for refunds to the other bank accounts where money would be refunded. Marella also won’t let you leave the ship on departure day until they have double payments to ensure they are paid despite this being their fault by not advising what debit cards are accepted etc. people missed their coach transfer due to this. numerous people were stressed and worried and it was quite upsetting to watch. Unfortunately staff were rude also which didn’t help the situation, almost like they we’re being looked down on as they were struggling to pay as marella had already taken their spending money. Ironic given the staff aren’t on a brilliant wage themselves. Just found the whole scenario quite appalling to witness and cant help but feel sorry for patrons whom live wage to wage. personally marellas staff and process with the check out and them not taking certain bank cards has really left an awful experience witnessed and for that reason i will be looking at cruising elsewhere in the future, a cruise company that treats people with dignity and respect despite their bank account balance. nothing worse than people being treated like third class citizens. Alarming this day and age.

Useful
Share
RS

Disappointing

We went on a river cruise on TUI Isla in July from Basel to Amsterdam. I chose this cruise because the itinerary was just what I was looking for. However, that went out of the window on the second day when there were problems with the boat and we ended up spending 3 days in the industrial port of Strasbourg. Great if you wanted to watch containers being unloaded but not what I had in mind when I booked the cruise. When the boat was repaired we travelled non stop to Amsterdam except for a very brief stop in Koblenz. One of the highlights I was looking forward toe was to go through the Rhine gorge. Scheduled for the afternoon and I had visions of sitting on the top deck with a cold drink taking in the stunning scenery. We entered the gorge before 7 o'clock in the morning and I missed the first part. On the deck at that time in the morning doesn't have the same appeal although the scenery is still something special. The air conditioning was woefully inadequate especially in the dining area and on a couple of occasions I had to leave the dining area to go up on deck for some fresh air before continuing my meal. The one good thing was the food. Very good and the dining staff were super - friendly, helpful, quick and efficient, especially bearing in mind they had to work the full shift in those conditions. The cabin was very stuffy because of the inadequate air conditioning especially on hot days and our cabin was a bit cramped being slightly smaller than adjoining cabins. Entertainment was mixed. If they were singing it was very good but not so otherwise. On the last night in Amsterdam we were entertained by a local violin recital which was very good and surprisingly enjoyable. This cruise had the potential to be an excellent holiday but this was not our experience. In terms of what I was expecting and what was delivered, it was probably the most disappointing holiday I have ever experienced. I would not go on a TUI river cruise again.

Useful
Share
S

Marella Voyager

Cabin - really noisy as next to a huge cupboard which housed plumbing. Also there were fold down bunk beds on the wall either side of the bed - as a couple in their 70s - we struggled to get in and out of bed. Whoever allocates the cabins need to look at DOB! reception not interested one bit - told us to tell oiur travel agent when we got home. (We booked on line).

Useful
Share
PH

50/50 POINT OF VIEW

Overall I would give the TUI Voyager cruise a 50/50. There were some really good aspects, food, drink and the service offered by the waiters who were always pleasant and polite. Maurice the singer was excellent and the entertainment very good, the crew worked really hard to entertain. The downsides were the pool area, no sunbeds available, very packed like sardines, no control over people saving sunbeds. Places to visit offshore were extremely disappointing. Very little points of interest. Unfortunately the weather wasn't great during our stay which didn't help matters either (no-ones fault). Sorry to say this TUI but we will not be going on another cruise.

Useful
Share
Previous1•••678•••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.