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Review summary
Riviera Travel is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
The online booking was relatively straightforward - I had to stop and start a few times to check dates etc before completing the whole process.
The personal details section asked for my middle name - I don’t have one - and then didn’t enter my surname so I finished up having to ring and speak to an agent - who sorted things quickly.
I opened an online account so I can fill all the necessary information - passport details etc. However, although I had had my confirmation email, this hadn’t registered. I contacted the online assistant and everything was sorted quickly.
So, four stars as everything was booked - but not five as I had to contact Riviera twice - which was quick and easy.
Ben made the booking experience really simple. He was very informative & answered all my questions e.g about the included optional excursions & I was relieved that not all involved a lot of walking but utilised land trains or coach tours with adequate time to explore independently. I can make periodic payments before the final payment is due. I can contact Ben if I have any further queries but Riviera Travel Q&As pages are very informative. Confirmation of booking was emailed promptly.
The ability to communicate with one particular agent who took a personal interest in my booking. It was never suggested that I 'go online'.
Able to make contact seven days a week
Lots of to-ing and fro-ing and being on hold and ringing mw back. Took a long time but that was because we were doing comparisons between dates and ways of having the holiday (solo v travelling solo on a mixed ship) Shelley covered every detail very well. A bit disappointed that 10% discount came off of lowest base price rather than my price for date and cabin chosen.
Fantastic service today when booking our holiday from Laurie Mathieson.
He showed enthusiasm for the holiday and took me through the booking process with great efficiency.
Thank you for such excellent customer service. X
I recommend Riviera Travel for excellent customer service
Ringing Riviera travel you never have to wait long to speak with staff member. They are all so helpful. Just booked a third holiday with them. Laurie went above and beyond speedily responding by email and telephone to all my queries. So friendly and efficient. Good knowledge of all aspects of the holiday too. Thanks Laurie.
Great experience from start to finish.
We called last year to book a trip to South Africa and from then on they could not do enough.
Grand Tour of South Africa was amazing from start to finish. Sylvia Currie, our guide for the whole holiday was absolutely brilliant in coordinating everything. We literally did not have to think for the whole holiday. Our drivers Venus and Goodman did a great job driving us around and TK, our South African guide was full of knowledge about everywhere we travelled. Would highly recommend.
Didn't have to wait too long to speak to someone. Initially spoke to Melanie who was very helpful with all info, for me to then discuss with hubby. We finally booked with Laurie who too was very helpful and knowledgeable. I had to call back with a minor query which was dealt with immediately.
I have posted this response from Riviera Travel on TrustPilot to show the poor customer service, particularly the rudeness to my elderly mother.
The company’s response is patronising and does not value the customer
It totally ignores the health and safety issues of the cleanliness of the hotel, the coldness of the rooms with in-room air condition controls not adjustable and no opening windows if you wanted to switch of the air conditioning, the inappropriate in-room crockery and lack of space to adequately store luggage.
Having extensively travelled to many countries and stayed in a variety of hotels in city centres and I know what to expect and I would state I have stayed in better 2 star hotels which have the basic facilities expected in a room and are clean compared to this hotel.
Riviera’s response show they have not vetted this hotel and if they had they would have seen the large number of guest reviews about similar issues about this hotel have been raised, irrespective of it being a 4 star rated.
Either the tour director is lying they have submitted reports of the sub-standard issues of this hotel or Riveria are not listening to either their tour director or customer feedback.
Furthermore , when we originally booked this holiday, we were due to be staying at another hotel which provided all the facilities needed. But 2 months before the holiday we received notice the hotel had been changed but Riviera Travel’s communication provided no detail of what to expect and this lack of communication detail is a common occurrence by Riviera Travel.
I would recommend not booking the added Vienna extension on The Blue Danube river cruise.
From: Guest Relations
Date: 29 July 2025 at 11:54:30 BST
To: xxxxxxxxxxxx
Cc: xxxxxx
Subject: Complaint re Mooons Hotel Vienna - booking ref 1524533
Dear Sue Joseph,
Thank you for making your recent booking on The Blue Danube (including the Vienna extension) aboard the MS Riviera Radiance, and for taking the time to share your thoughts following your stay at the Moons Hotel Vienna.
We truly value your feedback and are sorry to hear that the style of the hotel and its focus on local produce and vegetarian options did not meet your expectations. While many guests find the Moons Vienna a suitable base for the included excursions, we fully appreciate that its concept and culinary approach may not be to everyone’s taste, and we regret that it did not align with your preferences on this occasion.
We understand that transitioning from the luxurious surroundings and attentive service of a 5-star cruise to a more contemporary city hotel can feel like a stark contrast, and we’re sorry this impacted your overall experience.
Regarding the medical conditions you mentioned, please be assured that had we been made aware of these in advance, our team would have been more than happy to offer further insight and advice to help ensure your accommodation was both comfortable and appropriate for your needs.
In relation to you hotel stay in Malta, please do review the room inclusions at xxxxx and if you have any further questions we will be happy to assist.
Finally, four comments have been shared with the relevant teams and will be taken into careful consideration as we continue to review and refine our hotel partnerships and guest communications.
We look forward to welcoming you in September.
Best regards,
xxxxxx
Guest Relations Senior Advisor
Riviera Travel
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xxxxx @rivieratravel.co.uk
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rivieratravel
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328 Wetmore Road
,
Burton on Trent
,
DE14 1SP
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Riviera Tours Ltd is a company, registered in England, with company number 01869298 and having its registered address at New Manor, 328 Wetmore Road, Burton on Trent, Staffs, DE14 1SP. This message is sent in confidence to the addressee(s) only. The contents must not be disclosed to any person other than the addressee(s). If you believe that you have received this email in error, please inform the sender as soon as possible. For information about how we process your personal data, please see our Privacy Notice, which is available at: Privacy Policy | Riviera Travel
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