Review summary

Emerald Cruises UK receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.

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ME

Margaret Eccleston

5 out of 5 stars
Good Value for your money

Although at first the price appeared high it’s not when you consider what is actually included: Breakfast Lunch Dinner Bar Snacks each evening Beer and Wine at Lunch and Dinner Tea/Coffee/Hot Chocolate, Cookies 24/7 Popcorn on movie nights. Tours with excellent tour guides. Local entertainment on board ship Professional, friendly, hardworking staff. We did the Danube from Budapest to Passau then a coach to Prague for 4 Days. Our trip included stops of some beautiful places with ample time to explore. Emerald is our “go to” river cruise company which I strongly recommend to others to give them a try.

SC

Susan Clifton

5 out of 5 stars
A very pleasant experience

A very pleasant experience Staff helpful, competant and friendly

VM

Vivien Moore

5 out of 5 stars
Our Duoro river cruise was excellent.

Our Duoro river cruise was excellent. All the staff were friendly, efficient and our every need was catered for. The bar staff were great fun. The cabin was comfortable and always kept clean and tidy. We were also impressed that a lot of the staff came from Porto. A beautiful experience. Thank you

GG

Georgina GriffithsJeffrey

5 out of 5 stars
The cruise from starts to finish was…

The cruise from starts to finish was memorable for all the right reasons. Staff, the ship, food, accomadation all wonderful. Each day different with multi choices… relax in board, sightsee yourself, sightsee with a guided tour or be adventurous and do an active activity. Something for everyone.

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All reviews

363 total • Write a review

Showing 281 - 290 of 359 reviews
mh
1 out of 5 stars

We experienced nice ships but dreadful admin

I see that Emerald are offering to include flights again this year ... BEWARE their offer may try and fob you off with INDIRECT flights. When we were abandoned by them in Frankfurt they said afterwards it was nothing to do with them as they ask LUFTHANSA !!! to arrange them. Dreadful airline and Emerald poor admin when we travelled with them .. never again.

Date of experience: March 19, 2023

HH
1 out of 5 stars

Terrible customer service

Terrible customer service, we travelled May 2022 and are still trying to get a decent response from the company, we arrived at our destination with zero luggage and didn’t have it for four days of an eight day cruise. Do not accept connecting flights as this was the cause of the delayed baggage. We had to shop for clothes and toiletries on the first 2 days therefore missing the sights and tours. Our travel agent complained on our behalf and not even an apology. I wrote to the MD, no reply, we complained to Abta and now have to go to arbitration if we want to pursue at a cost. We were offered £100 voucher! Yes we’d love to spend another £8k and have £100 off!! (Not)

Date of experience: January 9, 2023

TP
3 out of 5 stars

Have travelled with Emerald Waterways many times…

Have travelled with Emerald many times in the past and have always found them excellent until our last trip, Christmas Markets on the Danube in December 2022. We only received our back packs two days before departing even though they were aware of the postmen being on strike. In the past we have also received a writting case containing luggage labels for the boat with our names and cabin numbers to be put on, they also have a health form for the crew to keep in case of an emergency.We did not receive this and when we rang we were told it would be posted that day although the writing cases were no longer sent. We have been home since 16th September and have received nothing. I also wrote a letter of complaint and have received no acknowledgment. To make matters worse our friends, who were on the same holiday and live locally and whom we introduced to Emerald received everything correctly. I know things can go wrong but there is no excuse for a company of this stature to lie and to ignore complaints. My husband and I have travelled with Emerald six times in the past so I really think we deserve better than this.

Date of experience: January 5, 2023

m
1 out of 5 stars

Awful flight and transfer arrangementsAs the time draws near for booking hols…

As the time draws near for booking hols check carefully that your inclusive flight DOES NOT INVOLVE CONNECTIONS. You should insist on direct flights to avoid the awful experience of being abandoned in Frankfurt airport as we were. Emerald seem to think that an hour is enough for disembarkation, new Brexit rules, finding your onward flight and possible delays. Dont think their emergency number will help !! Also dont rely on their dodgy ship to airport transfers. Unfortunately despite nice ships their admin is chaotic!

Date of experience: October 19, 2022

CE
1 out of 5 stars

Held our money for years, then late in making refund

We paid in 2020 for a Danube River Cruise. Covid caused it to be postponed to 2022. Despite hours on hold on the telephone, we received no information about our trip until one week before it was supposed to start. Then we learned through a third party that it was cancelled due to lack of staff and supply chain issues. This was in May of 2022. We did not receive a refund until 5 months later. This, after having our money for two years. We concluded that Emerald is not a river cruise line, it is an investment bank. friends who used Viking for the same trip reported nothing but great customer service. Lesson learned.

Date of experience: October 17, 2022

RC
2 out of 5 stars

Don’t Imagine

I should have read these reviews before booking. When trying to book on Emerald Cruising web site the phone number advertised was Imagine Crusing. That’s where the issues with flight arrangements started. As others have found only and after paying for the Mosel/Rhine cruise they then offered flights at £400. EACH EXTRA from Newcastle - refused so then Manchester via Paris at 6.15am.-Which is 3 hours from home. Spent a further 3 hours on phone with both Emerald and Imagine who couldn’t ring back until 5 hours later as answering phones for new sales. We were told no direct flights available and didn’t deal with budget airlines - ha ha Lufthansa would not appreciate this. Consequently had to book a day before and a day later from Edinburgh (3 hours drive from home) and pay for hotel rooms at our extra cost of £200. Lovely Cruise BUT No reply to my complaint made directly to Emerald Marketing Director who was filming on the Cruise ship. Pity all this spoilt our first contact booking with Emerald, the cruise was excellent but follow up non existent. Why should we book with them again - no trust in their Customer service to suit our needs, Tui and Viking both offer River cruises so think twice.

Date of experience: October 12, 2022

SR
1 out of 5 stars

My cruise was cancelled by Emerald

My cruise was cancelled by Emerald. I have been told by my travel agent that they are very slow to provide refunds and it could take up to 6 months. Absolutely ridiculous to have to wait 6 months for a refund,

Date of experience: September 27, 2022

MB
1 out of 5 stars

I wish I had read Trustpilot before…

I wish I had read Trustpilot before booking a river cruise on the Douro with Emerald Cruising. During the booking procedure I specified it had to be direct flights - when the itinerary arrived next day there were split flights from Manchester, via Paris outward, to Porto and Porto to Amsterdam then Manchester on the return journey. When I contacted the very unhelpful customer support team was advised that during the booking I had agreed to alterations to the travel arrangements (the usual reading of terms and conditions at the end of the booking). Although I tried to speak to someone in authority was fobbed off. I instigated a dispute form with my credit card provider. It took over a month for the monies to be refunded into my account. Please take care when using Imagine Cruising who act on behalf of Emerald Cruises. Very unpleasant and troubling experience.

Date of experience: September 11, 2022

NT
4 out of 5 stars

River Douro cruise…

Just returned from river Douro cruise with Madrid and Lisbon add on. Excellent holiday, staff very friendly and welcoming. Very comfortable and really good food. Would have given 5 stars if it wasn't for our 11hr day travelling from Madrid to Porto via Lisbon. It is only 1hr 45 mins to fly direct but we had to go via Lisbon, one case never arrived (I know not Emeralds fault) we missed our transfer to the ship and in all it took us 11 hrs!!! They have been difficult to get hold of by phone prior to the holiday but documents arrived by email. Overall a good holiday, home now for a rest!!

Date of experience: August 22, 2022

Ds
5 out of 5 stars

Brilliant cruise , booked another one

I have recently reviewed this company pre cruise as just could not get through to anyone and gave 1 star. I am pleased to say our tickets arrived in time for our Balkan cruise and we had a wonderful time. The boat was fab, the staff were amazing and as we enjoyed it so much have now booked a Douro cruise with them for next year. I have also today received an email from the chairman explaining what had gone wrong which I was very appreciative of . They had been cyber attacked and quite rightly refused to pay a ransom even though it caused enormous problems. He also confirmed all guest info was secure.

Date of experience: July 25, 2022

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