TUI Cruises
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Disappointed- will not use again
Just returned from fifth cruise with TUI and we had so many issues this time which was disappointing. It seems now the bottled water when upgrading to premium service and junior suites is no longer included. No slippers included either which whilst isn’t a big issue if I were made aware and I could have brought my own so didn’t have to walk barefoot round the cabin which makes me cringe. Still advertising the extras when booking suites but were told by staff no longer given extras. Lack of communication it seems yet happy to take the charge for it. The amount of people I spoke to and whilst at reception came by to make complaints was absolutely awful. Marella charge debit/credit cards the amounts which become pending then send letters to cabins saying cards have been declined, patrons then attend to show amounts being debited but marella refuse to acknowledge this and say another card needs adding. People out of pocket by hundreds of pounds due to marella saying they no longer accept certain debit cards but don’t tell you when you add them to your room account that the payments will be taken as pending essentially freezing the money. So if you only have enough money to pay for your purchases, you’ll become stuck as some people had to pay twice and wait 30 days for refunds to the other bank accounts where money would be refunded. Marella also won’t let you leave the ship on departure day until they have double payments to ensure they are paid despite this being their fault by not advising what debit cards are accepted etc. people missed their coach transfer due to this. numerous people were stressed and worried and it was quite upsetting to watch. Unfortunately staff were rude also which didn’t help the situation, almost like they we’re being looked down on as they were struggling to pay as marella had already taken their spending money. Ironic given the staff aren’t on a brilliant wage themselves. Just found the whole scenario quite appalling to witness and cant help but feel sorry for patrons whom live wage to wage. personally marellas staff and process with the check out and them not taking certain bank cards has really left an awful experience witnessed and for that reason i will be looking at cruising elsewhere in the future, a cruise company that treats people with dignity and respect despite their bank account balance. nothing worse than people being treated like third class citizens. Alarming this day and age.