Well planned holiday with good trips
Well planned holiday with good trips. Excellent food and staff service
4.1
Great
407 reviews
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Review summary
Scenic Luxury Cruises and Tours - UK receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.
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Based on reviews, created with AISee what reviewers are saying
Best holiday
Great in every department. Will do it again. Amazingly good organised.
A great holiday company.
All inclusive holiday very good. No hidden costs. The variety of tours was excellent and the quality too of a high standard. We have no hesitation in recommending Scenic.
We found the cruise disappointing and misleading
We found the cruise disappointing. The staff were all lovely, polite and helpful, the room was kept clean and tidy and it was well organized. The food was good. The guides were all excellent. However pictures in the brochure were misleading. We only "cruised" for one afternoon where we could see the scenery we mostly travelled at night. Our cabin was also above the engine room and the bed actually shook at night. We thought we were booking an up market luxury cruise but it honestly felt more like a holiday camp. The photo in the brochure shows a couple at a table with space all around being served by a waiter. We were all crammed into the dining area with so little space you could hardly walk between the tables.
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Website
www.scenic.co.uk
All reviews
407 total • Write a review
Showing 361 - 370 of 403 reviews
SP
We’ve travelled with Scenic before but we’re slightly disappointed.
We’ve travelled with Scenic before, and have enjoyed our trips. This one was disappointing. Not awful - just not the luxury we expect. We were due to go on a different cruise, but it was cancelled by Scenic with 2 weeks to go. They did give us a longer cruise for the same price, which was a generous offer. Flights were fine, arrival at the airport was Ok, and room allocation fine. The ship (Pearl) was a little dated but things generally worked (TV often needed re-setting as it seemed to freeze). The room was small and the balcony was separated from the next one by a metal screen, with large gaps all the way around, so we had to keep the door to the balcony closed if the guests in the cabins to either side of us were on their balcony and we didn’t wish to be overheard. Engine noise was quite excessive, and it was difficult to sleep if the boat was moving. Mini fridge was stocked with a small bottle of wine, one beer, orange, & apple juice and 2 or 3 cokes. The first few days, we only had a single miniature Bacardi and we were ignored when we asked for vodka or gin instead. This was rectified after a complaint to the Cruise director, and the fridge was kept well stocked. The toiletries were a disappointment. The L’occitaine items are gone, and they’re now using cheap smelling products decanted into large ESPA bottles. I do like the large refilled decanter of water- it does seem like a good way of reducing plastic usage. If we were in some countries, I might not be so pleased (I’ve contracted stomach bugs in Egypt, India, Mexico etc from such items, as staff have cut corners and used unsuitable sources to fill the bottles). I like having my own bottle to re-use - so that was a positive. Staff worked very hard and were very pleasant. But we saw little Butler service. Some of this was caused by large numbers of passengers contracting Covid (none were very ill) and needing food deliveries. We had coffee delivered 3 times, but then the card disappeared. We did have clothes pressed and this was well done. Food was good, and plentiful. I’ve lost the 8lbs I put on, thank goodness!! The bar staff were outstanding. I would, however, have liked to have seen a “cocktail of the day” just to add a little interest. Entertainment was generally OK, but it would have been nice if we’d had a resident pianist like I’ve had on other cruises. Covid measures were weak. No temperature checks, no masks out for use (you could ask for one), no request to sanitise (I do feel that we’re not children and should be responsible for our own actions but I do feel that the number of cases on board were seriously undercounted and under reported. We were told 3 people - but I know of at least 23). Trips were generally good, but too short. Far too little time to explore some of the gorgeous towns and cities we visited. No welcome home drink, but cold flannels were occasionally offered. Loved the e-bikes on board. Excellent idea and easy to use. There were a number of bike expeditions- around 25km each (a easy on the legs for weaker cyclists but still quite hard on the bum) - which were enjoyable. Lots of guests were disappointed with the rooms allocated- they’d paid for larger suites but were not given them. This is possibly due to cruises being collapsed- but no effort was made by Scenic to address the issues or apologise. It was almost a case of “We don’t care - you’ve got a cruise, now shut up.” The guests in the large suites at the rear of the boat could not open their balcony windows due to the smell of diesel, and one passenger was electrocuted in the bathroom (not seriously hurt), and even after staff came to “fix it” she received a second shock when she showed her husband how it happened. I think customer service needs to be addressed as a matter of urgency. It is causing discontent. Loyal customers are being put off travelling again, and it seems that other cruise lines are offering as good an experience for a lower price. Loyalty club perks are lower than they used to be (according to Diamond and Emerald loyalty members)… I also think that the quality products need to be re-instated and a re-vamp of the decor is urgently required.
Date of experience: June 29, 2022
RG
Scenic - no tragic and pathetic!
Scenic - tragic and pathetic! On board Scenic Diamond the staff are East European with little training. I asked a waiter for a Pimms - because he did not understand he told me to go the the bar and get it myself and refused to serve me. On the sun deck there is no shade only netting. If you want a drink you have to go downstairs and get it yourself. On one excursion 4 guests had to get a taxi back to the boat because the guide changed the meeting place without telling them. On the outward journey we got of Eurostar at Gar Nord for a transfer to Mont 1 station - no rep to meet us so after 30 mins we eventually found mini coached hanging around outside. On the journey home no rep from Mont 1 station to transfer us to Gar Nord so after 40 mins found a person who had all the wrong names. When our group arrived at Eurostar 5 passengers missed the train as we were so late. At St.Pancras no car booked for us so we had to arrange our self. Do not travel with Scenic as they are incredibly unreliable. After sending a complaint to Scenic 5 days ago I have had no response!
Date of experience: June 24, 2022
DK
Our Return Flight is Cancelled but Can't Contact Scenic to Rearrange
We were advised last week that our return flight had been cancelled. I have been trying to contact Scenic for days to rearrange the flight. I have phoned repeatedly on multiple phone numbers, waited for long periods and often requested a call back. I have not received a call back and have not been able to talk to anyone. The customer service is appallingly bad. There is no specific customer service number to call. Obviously they are happy to take your money. After that they clearly don't care.
Date of experience: June 15, 2022
HS
No service, but happy to take your money
So disappointed with level of service received from Scenic prior to travelling that we have cancelled our trip at the last minute and forfeited all monies paid, the person I spoke to didn't even bother to ask why or apologise and surprisingly the cancellation invoice arrived in my inbox within 15 minutes. A much quicker result than my travel documents that finally arrived this morning, after 2 phone calls. Might seem drastic but the stress and anxiety their absolute lack of care, interest or support you are given once they have your money means we have no confidence or desire to risk travelling with them. Over the last week I have spent almost 5 hours on hold being told that they offer 6 star, exemplary service, which is definitely not true. Don't bother with them, they really don't care. There are plenty of other river cruise companies that will give you much better service. Their Customer Service Manager, Lindsey, is no help whatsoever, am still waiting for an email regarding compensation. Further update - having been told when I cancelled that Scenic would cancel the taxi pick up and all transfers that they had booked I have since been phoned by Addison Lee to confirm our taxi to the train and today (when we should have been on Eurostar starting our holiday) a phone call asking where we were as a driver was waiting at Gard de Nord to take us to Gare du Lyon. So not only do they not care about their customers but obviously don't care about how their inefficiency affects other service suppliers. The one star is for the poor staff that have to answer the phone after people have been waiting up to 90 minutes to speak to someone. Otherwise Scenic get no stars from me at all. Back to Viking and Silverseas for us.
Date of experience: June 10, 2022
KJ
Disappointed on all fronts
After my 2 previous cruises were cancelled due to covid I was extremely disappointed to be telephoned over 2 weeks ago to say my 14 day cruise for October 2022 ( I booked 18 months ago), down the Rhine and Moselle was also cancelled. I was offered an 8 day one, still in October but on a different date. I said I'd have a look and get back to them. As it doesn't go down the Moselle, which I have wanted to do for about 40 years, and not fit in with my other bookings I telephoned to decline and ask for a full deposit refund. It took me over 2 hours to get through then a very helpful lady said she'd organise my refund which would be with me in 2 weeks. In the meantime I get an email stating the new itinerary for the 8 day cruise. I've emailed several times to say I didn't want it but no reply and previous emails have also been ignored. I would dearly like to know the reason for cancellation. Surely after 2 years of not being able to travel one would have thought filling a ship with 250(?) people wouldn't be difficult especially as I was told when I booked I'd got the last cabin available for my requirements. Being an organised list making person I've booked a London hotel for a couple of nights prior to the Eurostar journey together with theatre tickets, train travel, time away from work, bought suitable clothes and shoes and booked my 2 cats into a smart cattery for 17 night so I am out if pocket over a grand with no smart 5* plus luxury cruise at the end of it. Their ships may be advertised as ultra smart and the last word in river cruising but I'm afraid I'm never going to find out. If they can't get a telephone system and their email replies organised it doesn't bode well for a relaxing holiday. Needless to say I haven't as yet had my refund.
Date of experience: June 8, 2022
LK
Communication with Scenic is dreadful
Communication with Scenic is dreadful. We booked a cruise fro Lyon to the south of France. The flights to Lyon were non direct via Frankfurt Germany with Lufthansa I decided to complain about this, but there is no email contact. You either have to telephone, and talk to an unhelpful agent, or use their contact form. I decided initially to telephone. I was left waiting to be connected for 40 minutes, and when I got through I said that as this was an expensive cruise for 11 days, so why is it not a direct flight. I was told that this what they had been given by the airlines. After the call I went on British Airways website ( who is the airline bringing us home) , and found that they had a number of direct flights for our departure date. I have had no satisfaction with regard to this, so I thought I would document my experience. Also, part of the package is a chauffeur driven car, to and from the airport, and we have had no information regarding pickup time. The whole experience has been quite unsatisfactory. This is the third time that I have travelled with Scenic, but I certainly will not be traveling with them again Lawrence K
Date of experience: May 31, 2022
R
Ruth
US
Very disappointed with cabin
Very disappointed with cabin - avoid 237 as it’s next to engines and we were not told this when booking so lost 2 nights sleep before being moved at our request to a quieter room which cost us 300+euros despite first cabin being in our opinion unmerchantable - Scenic declined any refund of extra cost - very poor customer relations and won’t use them again or recommend them
Date of experience: May 30, 2022
NA
They cancelled our cruise in October…
They cancelled our cruise in October due to lack of numbers just like that! Offered us alternative dates by phone which i could not decide there and then due to work etc. For the past 3 days I have tried to contact them by phone but no one answers just the cheesy recorded loop. I have waited 40 minutes but nothing. call back doesn't work at all. Refund for me and I will never go near these cowboys again. AVOILD LIKE THE PLAGUE!!
Date of experience: May 27, 2022
R
Robert
US
Our experience on board was good... But avoid
Our experience on board was good (Douro, early 22). Our experience trying to book was not good. Try getting through on the phone - 6 hours plus. Try getting through on the Web site? Not going to happen, they got hacked recently. Pretty appalling for a company of their size. Check your details, as they've provided no reliable confirmation they weren't conpromised. Ask for a call back? Not going to happen. Try Viking instead. Update: As at 25/7/2022, the Scenic / Emerald MD has just written to existing customers, blaming amongst other things Covid. May I politely remind him, its Covid-19, not Covid-22. The customer support is practically nil. I've been waiting weeks for a response about an existing booking. AVOID. If you want confirmation, check out the warning on the Scenic Web site: Due to the latest changes and disruptions to flight and rail schedules impacting the travel plans of our guests, we are currently experiencing a high volume of calls, meaning our wait times are longer than normal. We apologise and are doing our utmost to ensure our guests holiday plans continue as normal and are contacting impacted guests. If you prefer not to hold please email *****.co.uk with your booking reference, name, date of departure and contact phone number. Thank you for your patience. Sounds great? Try the experience. No responses on this site from Scenic. That's quite telling, but in line with their contempt for you once you've paid.
Date of experience: May 26, 2022
JW
Is there anybody out there?
I've currently been on the phone for an hour. Nobody at the other end. For a company that promises 5 star luxury, this is an absolute disgrace
Date of experience: May 25, 2022
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