Well planned holiday with good trips
Well planned holiday with good trips. Excellent food and staff service
4.1
Great
407 reviews
5-star
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1-star
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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.
Company details
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Website
www.scenic.co.uk
All reviews
407 total • Write a review
Showing 371 - 380 of 403 reviews
L
Lauren
US
Danube cruise on Scenic Crystal
We went on a Danube river Cruise with Scenic from 11th to 18th April 2022. There were four of us and it cost £12,000 for the week. There was no proper greeting on arrival and our cabins were not ready. Our bathroom door didn’t shut, our safes didn’t work, our floor was stained, our friends’ bedside lights didn’t work and there was a toilet brush sticking out of the bowl and a vile smell emanated from it. Our tv didn’t work. The toiletries were not as advertised - much cheaper versions - our tv didn’t work. Beyond 5 star luxury - I don’t think so. In the middle of the night before day three, the toilet system on the ship broke and we were left with no working toilets. Despite repeatedly trying to get answers from the management we were simply repeatedly told they would be fixed shortly. We came back from a morning excursion for lunch and the toilets were not in use (well we used them because we had no choice but they couldn’t be flushed - 5 star? I don’t think so). We went out for the afternoon and on our return found that they still weren’t working. Eventually we were instructed that we were to have dinner then pack all our things and we would be taken to a hotel. We arrived at our hotel at 11pm, queued with our luggage until 11.30pm to check in. We then had to be up, breakfasted and out again by 8am to sit on a coach for most of the day. They fixed the problem and we met the ship further down the river only to find that the air conditioning in the cabins was no longer working and didn’t work for the rest of the trip. We did not spend £12000 to spend 2 days on a coach trip or to be chucked off the ship at 11 at night having had to pack all our luggage after only 3 days! They also asked us to pay for any extras before leaving the ship!! The customer service and Public relations was just appalling. I have spent hours trying to speak to someone. The customer service person here in the U.K. is a Lindsay Ash. She never answers her phone or replies to messages. I had a response to my first email with an offer of a £275 pp refund which I declined as this does not reflect the disruption to our holiday caused by the myriad problems. She said they were offering it as a gesture for having to spend one night off the ship and basically ignored every other problem I highlighted. The Scenic Crystal was the name of our ship and I have read that two other ships have also been throwing passengers off because of mechanical failures. Scenic will tell you that these issues are beyond their control! I would suggest that if that is the case then You are better off cruising with a company who is in control! I would also suggest that perhaps in the two years the ships weren’t sailing they were not properly maintained and they are happy to take our money, still charging top dollar whilst not investing in their fleet. DON’T BOOK WITH SCENIC!
Date of experience: May 24, 2022
D
David
US
A tale of 2 Scenics
A tale of 2 Scenics. Scenic Portugal Douro Cruise was fantastic, all the staff were amazing. Scenic UK totally useless with impossible communication and all made worse by their use of Addison Lee for transportation between home and airport.Outward journey car arrived 40 minutes late and then went to the wrong terminal. Return. The car hadn't turned up after waiting well over an hour from pick up time. Gave up in the end. Sort your UK operation out Scenic before you ruin the reputation of your Portuguese hosts.
Date of experience: May 16, 2022
JT
Scenic - a name to forget
Scenic - they have so much to do if they ever want my custom again and it starts with customer service Windmills and Tulips Cruise April 2022. Not the the luxury that they advertised or we expected. Mechanical engine failure four days into the holiday. Average food. Hard working staff but lacked leadership. Poor communications. Was the Cruise Director just not up to the job or perhaps she had the unenviable job of being the mouthpiece of an almost uncontactable company who when they eventually surfaced had little to say and as yet have failed to honour what they did say. Once they have your money - you are on your own.
Date of experience: May 14, 2022
MK
Please don’t book with this company.
Please don’t book with this company. They cancelled our return transport and cannot explain why. They blamed the car company Addison Lee but they confirm they have an e mail from scenic cancelling. They did not provide gluten free food. If you have a severe food allergy please don’t go with them. They left us for 6 hours at a Swiss airport. We complained but they just blame everyone but themselves. Would never travel with them again
Date of experience: May 14, 2022
TG
Scenic cancelled our Danube cruise last…
Scenic cancelled our Danube cruise last week, about 10 days before departure. We were given the option of either rebooking or getting our money back. We opted for the refund as we’d managed to find a similar cruise for the same dates with Avalon. Trying to get through to Scenic to give them my bank details to process this, though, proved very difficult. I was on hold for over one and a half hours and, when I finally did get through, I was told that we’d have to wait about a month until the money came through. Scenic had full payment from us several months ago, cancelled the cruise at short notice and then insists it will take about 4 weeks to do a simple bank transfer. This is shocking customer service. Ps: I’m delighted to say that the refund came through yesterday, after the initial review was published, so it wasn’t as long as I was initially told.
Date of experience: May 13, 2022
JB
Very disappointed with Scenic
Very disappointed with Scenic. After the Scenic Jade broke down on a recent cruise and we were transferred to a hotel we were promised we would get notification of compensation within three weeks of the cruise ending. That three weeks has passed - and so far nothing - at the very least I would have expected an email apologising and stating that it is being looked into - to just ignore it is just downright rude. Scenic used to be a company you could rely on but not anymore it seems.
Date of experience: May 11, 2022
vl
Still no contact from scenic re…
Still no contact from scenic re promised compensation for engines BREAKING DOWN AND BEING CHUCKED OFF AT 8 A M.Just cynical breaking of promises.
Date of experience: May 11, 2022
c
customer
US
Not enough staff available to keep customers in the loop with current cancellations
We love Scenic. The cruises are phenomenal and the service on board has been outstanding. We have been on several trips, and have at least one more booked for this year. However… Over recent months, it’s been almost impossible to speak to a human. I don't get an email reply for days, and the responses don’t always answer my queries (eg alterations made to our original bookings which have then been changed/cancelled by Scenic, and new re-booked holidays don't always use previous details). Our cruise was cancelled yesterday (due to fly out in 12 days, cases ready, leave booked) and we were unable to re-book as we couldn’t speak to anyone. It took 1hr and 46 mins to end up speaking to a human today, and as yet, we have no options in place for another holiday. I do need to add that we have been told that our “BOGOF” deal will be honoured - something which had concerned me. Watch this space.
Date of experience: May 4, 2022
CM
no communication, poor service, failed promises.
Patchy but well meaning on board experience, until the engine failed (on their second trip since lock downs) and bags packed and outside our 'luxury' ship cabin at 7am to be herded onto a coach with no idea or reassurance of where a hotel would be or at what comfort/standard. A long coach journey ahead, no info on where we would be put up, herded, refusal to answer questions. Hardly the 'luxury' experience we had booked and paid for. Promises that scenic would contact us within the week broken, e mails not answered. Scenic is among the most expensive river cruise companies, but what do we get for our money? Beware, as they are also Emerald another river cruise company.
Date of experience: April 29, 2022
DW
Trustpilot but NOT Scenic Travel
What a horrendous experience from beginning to end with Scenic. As others have said before me, they have chosen to hide behind a computer problem which emanated from Australia to excuse their multiple shortcomings. This doesn’t explain why Scenic do not answer the telephone or respond to emails. My wife and I have traveled much by sea and on rivers, with Silversea & Uniworld who are both absolutely excellent. By comparison giving both companies mentioned ten, Scenic would just rate 2. The food & wine selection was of poor quality, there was absolutely no customer service to speak of, & had it not been for my wife devoting at least 8-10 hours of detective work, we would not have got on the stricken Jade at all. The culmination of many errors on the part of Scenic was that the Jade failed to make the entire trip due to engine failure. The staff were great but badly trained & supervised, the cruise director Cathy was a disaster. The ship itself was fine except for the engine as it transpired. We were promised a cash refund of some kind within 3 weeks of our return home, but as our American passenger victims had it “ We won’t hold our breath that that will happen “. Nobody we spoke to onboard excluding some of the staff will ever travel with Scenic again.
Date of experience: April 22, 2022
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