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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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 β€œgo to” river cruise company which I strongly recommend to others to give them a try.

A very pleasant experience

A very pleasant experience Staff helpful, competant and friendly

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

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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363 total β€’ Write a review

Showing 301 - 310 of 359 reviews
R
1 out of 5 stars

This river cruise line is dishonest

This river cruise line is dishonest, unable to keep their word. Our 2020 river cruise through Provence was canceled by Emerald due to Covid 19. They offered a credit for a future cruise in 2021/2022 but we decided to cancel any future trip with them. We agreed to accept a $1000 loss of our deposit and Emerald agreed to refund the remaining $7,790 balance. They stated it takes 90 to 120 days for the refund. This was on August 27, 2020. It is now January 7, 2021(way past 120 days) and still no refund. Repeated emails to their cancellation personnel either go unanswered or respond with "refund is in progress". Their Customer Service people are useless in providing any information. Do not book with these crooks if there is any chance you may need to cancel or reschedule.

Date of experience: January 8, 2021

MM
1 out of 5 stars

I was booked on a Croatia cruise ending…

I was booked on a Croatia cruise ending 4 July as part of a group which Emerald cancelled.initially they obfuscated saying that the boat for the cruise was chartered by them and thus had different TandCs.My colleague acted on our group behalf and eventually got or money back through the credit card used to pay. RESULT NONE OF OUR GROUP WII EVEN CONSIDER USING EMERALD EVER AGAIN AS THEY ARE A BUNCH OF AUSSIE COWBOYS

Date of experience: July 12, 2020

BH
5 out of 5 stars

Excellent Service

Like most people I was frustrated when my August river cruise was cancelled. However thanks to Lucy Dawe I have booked another one for next May. She was extremely helpful and nothing was to much trouble.

Date of experience: June 17, 2020

RT
1 out of 5 stars

The CAA have confirmed Vouchers have no value

The CAA have just confirmed to the BBC that the ATOL scheme does not protect Vouchers and etc. Please confirm this news to your Lords and Masters, There is no ATOL scheme for Vouchers/Future Travel credits/whatever the Trade are calling them. The DfT would need to change the law, says the CAA, who run the ATOL scheme. Now that Scenic/Emerald know this, to communicate otherwise would involve each and every employee in conspiracy to defraud.

Date of experience: May 27, 2020

CB
1 out of 5 stars

Not a good start

Not a good start. They cancelled my holiday and sent me an email setting out their preferred options as to how I could spend their Future Travel Credit. I declined their kind offer and asked for a full refund to which I am entitled to according to their own Booking Conditions and to The Package Travel and Linked Travel Arrangements Regulations 2018. Had a reply today telling me what a good offer their FTC was and making no mention of any refund. Replied that I wanted my refund within 14 days of the cancellation of my holiday. Copy to the CMA and to my MP. Will not hesitate to go to the small claims court.Incidentaly,there is no mention of FTC in their Booking Conditions which form a contract.

Date of experience: May 19, 2020

D
1 out of 5 stars

Refusing the legal right to a refund.

They have cancelled our cruise and are not answering their phone. I guess it is time for a Section 75 call to the credit card company who are answering calls. Update. After a number of calls when they refused to answer the phone I spoke to one of their team following a long wait. The lady was not empowered to give a refund. She said it would be at least 11 days before someone would be in touch about the cancellation. I told her this was unacceptable, and that I expected a full refund within14 days. Formal complaint now being written.

Date of experience: May 14, 2020

MG
1 out of 5 stars

Emerald waterways are the most…

Emerald waterways are the most untrustworthy company I have had to deal with .They cancelled our River Cruise the c night before departure no emergency help ,no personnel to talk to over the weekend , They lied about the reason for cancellation Offered a refund but no compensation then offered 100Β£ off if I booked for 2020 The Md very offhand couldn’t care less . NOW I FOUND OUT THAT EMERALD CANCELLED Another French river cruise without notice . Cruisers arrived at the airport to be told flights have been cancelled as well as River Cruise South France October 2019

Date of experience: November 6, 2019

AA
5 out of 5 stars

The week on the Rhone was brilliant and…

The week on the Rhone was brilliant and the Liberte a lovely ship. The morning sightseeing, sometimes by coach but often on foot was excellent as were all our guides, whose knowledge of their areas was second to none and the provision of a 'gentle walking group' was really appreciated by my husband. And it was great to be able to walk directly from the ship. Our cabin had all we needed for our stay and a very comfortable bed (We had a panorama balcony suite) the en-suite was fairly small (although we've had smaller!) but was well supplied with Molton Brown toiletries and the maid did a great job every day & evening. With everything supplied for the weeks cruise plus some unexpected extras we really appreciated the 'all inclusive' aspect of the cruise. The food was excellent and the ships staff and crew were very good, most with a great sense of humour making the trip a lot of fun. We were really starting to get into the 'onboard' life when sadly it was time to go home. All in all - a great holiday! This wasn't our first River cruise but it was our first with Emerald Waterways - and it won't be the last. Well done Emerald!

Date of experience: September 2, 2019

BT
5 out of 5 stars

Excellent holiday

Excellent holiday, activities, experiences, food, drink, accommodation, friendly staff and wonderful weather what more can you ask for!

Date of experience: August 20, 2019

JC
5 out of 5 stars

Danube Delights July 2019

Danube Delights August 2018 after a presentation the cruise was booked our second cruise with Emerald. I can certainly say that the booking service and assistance received was first class. Three weeks before departure our travel plans etc. arrived all aspects were covered resulting in a a smooth journey ending in a courteous welcome on arrival at our ship. Shown to our cabin by a friendly steward cases already to be unpacked we were delighted with all aspects of our accommodation.Clean Spacious and ample Storage. The cruise was excellent the itinerary was superb each port of call we had either a walking or walking and coach tour with very knowlegable tour guides using the provided listening equipment one could hear the guide at all times. Now to my favourite subject food all I can say is it was like dining in a five star restaurant three times a day. The menus were out of this world well done catering staff. On board entertainment was also of a good standard and really put everybody in a good mood at the end of the day. Highlights for myself were, the concert in Vienna,the visit to a Slovakian family home, Melk Abbey and Durnstein,the cruise along the Wachau valley scenery that will live in my memory for years to come. Emerald well done good value for money all round.

Date of experience: August 1, 2019

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