TUI Cruises is a German cruise line that operates a variety of vacation experiences tailored for diverse customer preferences. The company specializes in offering premium cruise holidays, focusing on providing exceptional service and a wide range of onboard amenities. With a fleet of modern ships, TUI Cruises aims to deliver memorable travel experiences to individuals, couples, and families seeking leisure and adventure at sea.
Targeting both domestic and international travelers, TUI Cruises offers itineraries that cover popular destinations in Europe and beyond. The company's offerings include all-inclusive packages that encompass dining, entertainment, and excursions, ensuring a seamless travel experience for its customers. By prioritizing customer satisfaction and comfort, TUI Cruises positions itself as a reliable choice for those looking to explore the world from the deck of a cruise ship.
TUI Cruises receives a predominantly negative response from customers, with many expressing dissatisfaction regarding various aspects of their cruise experience. Reviewers frequently mention issues with the Marella ships, citing poor cabin conditions and unpleasant odors onboard.
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The quality of food is another common complaint, with many finding it subpar and lacking variety, particularly on themed cruises. Despite these criticisms, some customers do highlight the positive aspects of their trips, such as the hardworking and friendly staff, as well as the enjoyable food in certain dining options. A few reviewers also appreciate the overall cruise experience, noting that it can be better than traditional resort holidays.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
2.2
180
100%
-1.5
● Low
2.2 / 5 overall
=
180 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
2.0▼ 1.5
12-month avg
2.6
All-time
2.2
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
2.8
5
Sep 24
2.3
10
Oct 24
2.5
8
Nov 24
3.0
2
Dec 24
1.8
5
Jan 25
3.0
14
Feb 25
2.8
5
Mar 25
4.7
6
Apr 25
2.8
6
May 25
1.6
8
Jun 25
2.1
9
Jul 25
2.3
7
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 180 most recent reviews.
Top praiseof 43 positive reviews
Friendly staff35%
15 mentions
Customer service35%
15 mentions
Selection16%
7 mentions
Helpful support14%
6 mentions
“Great vibe everyone so friendly”
On “Friendly staff” · Jul 2, 2025
Top complaintsof 122 negative reviews
Shipping39%
47 mentions
Customer service33%
40 mentions
Payment issues29%
35 mentions
Returns21%
26 mentions
“Absolutely terrible holiday but if you like not being able to get a sun bed at all, (all occupied ones crammed in tig...”
On “Shipping” · Jul 23, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Cruise Lines.
Overall rating and review count for this company and similar companies
If anybody has ever had a nightmare neighbour they will understand the noise at night in the early morning, banging shouting drunk. It started on the first day the man in the next cabin started banging on the partition I had just unpacked and got on the sun bed on my balcony. As a solo female traveller I maybe should have confronted him but didn’t but asked to move cabin and was told the ship was full. This family really were the pits noisy every night, it is overly apparent that the general demographic on board these cruises it’s becoming more unsavoury as it appeals to a younger clientele. Marella won’t get another penny from me and I wouldn’t recommend them to anyone the ship is swimming in booze that attracts chavs. Spoiled my holiday not to mention paying two and a half grand and the room was chilly. The excursions were not fully explained and sometimes it was cheaper to get the local transport. Bathroom very smelly all the time.
Had a accident on morella voyager cruise ship run by TUI.my last day slipped on the bathroom floor due to broken toilet.asked for medical assistance they came.help me off the floor.I signed a form to say I didn’t need a doctor I just wanted to get home.my husband reported broken toilet to reception.came and repaired it from outside.had been contacting there legal team.but because I didn’t take photos and record the conversation with the receptionist and the nurse.there now saying that we where lying about it and no records of the incident.told them to check cctv said they can’t and dosnt prove nothing.please take my advice take as many pictures videos as you can.or travel with a better company that treats there passengers.I’m still waiting for treatment on my nose.I had 2 black eyes and bruise knee
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My review is specifically for the special assistance on arrival and departure at the cruise ship. I was advised by TJ, a crew member that assistance is not provided at this point from TUI Marella. All disabled customers need to be aware that when they book assistance with Marella it ends when their taxi or transport drops you at the ship, getting on to the ship you are on your own. I have more cruises booked with them and will follow up to suggest they make arrangements with their many crew to assist disabled people to board the ship, which includes passport checking and handing out cabin access cards, huge queues with no provision (separate line) for disabled folk. I was not alone, others were in tears, more than frustrating, it was cruel.
Inkulantes Unternehmen. Umbuchungsmöglichkeit im pro Tarif empfinden wir als Verbrauchertäuschung.Wir sind schon 12 x mit Tui cruises verreist.Fast immer hochpreisige Suiten.
Im ProTarif bewirbt TUI, dass man einmal kostenfrei umbuchen kann.Das geht aber nur! Wenn die dann gebuchte Reise teurer länger oder mit mehr Personen ist!!! Egal wie viele Reisen man vorher und zu welchen Preisen man vorher gebucht hat.
Eine Karibikreise wurde von TUI zur Transreise gestaltet, viele Karibikinseln gestrichen, übrig blieb nur noch la Romana.Diese Reise wollten wir dann so nicht mehr.Die völlig geänderte Reiseroute war TUI völlig egal und wir mussten einen Rechtsanwalt einschalten, Erst dann bekamen wir die Storno Gebühr zurück, storniert viele Monate vor Reise.
The Tui Marella canaries cruise we done was great. The food and staff were lovely.
We would like to give a special mention to Cusyati, bar waitress in the Lounge bar. She is a lovely friendly girl who made our cruise experience special. She is a credit to your company.
Royally disappointed, we paid £2000 extra to upgrade to royal suite on marella explorer 2. The bed was very poor quality, the shower was ancient and wifi was an extra charge. All of these are better at premier inn.
Generally three star cruise only.
Adrian b
Customer services the only way you can get to speak to anyone on the phone is to pretend that you are booking a fresh holiday. If you select on the options that you are an existing customer you just get cut off.
If you send questions by email you only get part answers at best or they brush it off or ignore that part of the email. It does not matter how clear you make the question you don't get a clear answer.
This is done so you can't work out your own on shore time in advance of the holiday as you don't know exactly where the boat is docking and for how long.
Due to lack of cooperation I have asked to cancel holiday and a full refund but no joy so I will never book with Tui again as I like to do my own thing which I clearly cannot plan to arrange with Tui.
17.TUI Cruises Reise, 1.TUI Cruises Reise nach Corona
Dies war unsere 17.TUI Cruises Reise und bei jeder Reise sieht man wie abgespeckt wird. Im Theater war gar nichts mehr. Früher gab es Ausschnitte aus Musicals. Man freute sich auf den Abend im Theater. Bei dieser Reise gab es keine Freude. Dann wurde auch noch ein Darsteller krank und man schob die Crew Show ein. Die Verabschiedung am letzten Abend im Theater war früher ein Gänsehautmoment, diese war sehr langweilig. Das Essen im Atlantic war gut und ansprechend, aber langweilig. Bei einer Woche gab es Wiederholungen.
Die Ausflüge haben inzwischen immense Preise.
Wenn man die Frotteelatschen möchte, muss man explizit danach fragen, früher lagen diese in der Kabine. Also fragt nur der, der sie vermisst, Leute die es aus der Vergangenheit kennen.
Gosh hat auch nachgelassen, den Matjes musste man teils auf dem Brötchen oder Schwarzbrot suchen.
Wir waren auf der MS 5, die Balkon Bestuhlung war relativ neu, sehr positiv.
Auf Getränke musste man lange warten oder man wurde ganz vergessen.
Der Aperol etc. war im Preis enthalten , aber den Lillet Wild Berry musste man bezahlen, habe ich nicht verstanden.
Selbst das Betthupferl hat man gedrittelt.
Wir haben die 18. Reise gebucht und sind gespannt, ob es nur ein Ausrutscher war und alles wieder besser wird.
Mein Schiff 4: sehr schlecht.
Heute muss ich über meine Reise berichten mit Mein Schiff 4, Weltentdeckerreise, 43 Tage.
Wir wollten uns mal was Gutes gönnen, aber leider ist das ins Wasser gefallen. Diese Reise war das letzte.
Wir waren auf Deck 11, Kabine11090. Leider wurden wir jeden Tag um kurz vor 6 Uhr aus dem Schlaf gerissen. Es wurden frühmorgens um 6 Uhr durch immer die gleichen Gäste Stühle, Tische und Bänke verrückt und geschoben, was solch einen Krach in den darunterliegenden Kabinen gemacht hat. Dass alle Gäste links und rechts von uns aus dem Schlaf gerissen wurden. Wir nannten die später Dauercamper. Die Dauercamper haben nach Beschlagnahme von 6 Uhr bis ca. 9 Uhr die Örtlichkeit verlassen. Wenigstens ihre Liegefläche ist bereit und durch andere nicht mehr nutzbar.
Nach Beschwerden mehrmals an der Rezeption und auch an der Bordleitung, dieses doch abzustellen, dass am frühen Morgen die Dauercamper (Gäste) bitte keine Tische, Stühle usw. schieben und rücken …, wurde uns gesagt: „Das können wir nicht machen.“ Es ist eine Schande, dass TUI Cruises nicht in der Lage ist, anderen Gästen zu helfen, wenn Probleme auftauchen. Obwohl immer gesagt wurde, es dürften keine Ligen beschlagnahmt werden. Wir wollen eine andere Kabine, dass wir doch noch ein paar Tage Urlaub machen konnten. Es wurde gesagt, wir prüfen, ob Kabinen frei sind, und wir bekommen eine Nachricht Leider haben wir keine Nachricht von der Bordleitung bekommen.
Mit diesem Schreiben möchte ich andere Gäste warnen, sich doch zu überlegen, sich eine Kabine auf Deck 11 zu nehmen. Es wird kein Urlaub, auf jeden Fall nicht, wo der Pool ist.
Hilfe von der Bordleitung ist nicht zu rechnen.
Die Crew ist super und nett freundlich, da sollte sich die Bordleitung eine Scheibe abschneiden …
Wir werden keinen Urlaub mehr auf Mein Schiff 4 machen. Wir hatten das Gefühl, wir haben bezahlt. Und dann seid ihr nur noch Gäste und nichts weiter. Sehr schade.
So everyone told me going on a cruise would be the best holiday I could have. Wrong! Tui Marella Discovery ship and cruise pluses:
Firstly going Premium was superb. Lounge facilities, priority security checks, bigger seats, good food, so far so good
Barbados transfer to ship was seamless, staff helpful and smiling! Cabin, pretty good and thank god for balcony. There is very good hairdryer in the room a safe and coffee/tea making facilities. Clean and functional Restaurants serving excellent foods catering for most tastes and the staff are friendly and helpful.
On board there are various activities arranged by the staff during the day when at sea and the evening entertainment is also very good throughout.
Sadly there are some negatives for us, these may not be an issue for others though? Internet is awful even having paid for ships connection. Intermittent at best , wasted £40. Many travellers had same complaint. The connection is so poor fail to see how they justify charge which leaves you feeling scammed. Do not pay for it! Use wi fi in port or pay for roaming from your supplier!
Pool, small, very small and massively overcrowded on sea days as you may imagine. Far too much chlorine drawing complaints around pool! Pool closed for a short period on 24th as "something was floating in it?"
Sunbeds placed at 8:00am and a number of disagreements took place between travellers who thought they owned a position!!!
Sunbeds were packed in lines like sardines ( particularly on an at sea day). When you lie down you are virtually touching person next to you who you may never have met before ( a quick way to make friends or get a slap lol) No sun shades due to limited space but shaded areas available (so if you are fair skinned beware) If you leave your sunbed unattended for an hour you get a ticket and risk having towels removed. Support this because some of those ignorant travellers would place towel early then disappear for hours!! We found 60 minutes was more than enough time to eat and return.
Bar staff very good natured but so slow sometimes. There were regular queues at Atrium Bar on 24th despite some staff taking orders on the floor (again very slow and only appeared intermittently. )
If you go on thinking its a hotel on water then your expectations of hotels are not high! Its a ship with limited room. Its clean, tidy and functional. No real in -room entertainment such as music chanel on TV but how much time do you spend in your room? No mini fridge to keep supply of cold drink/water which generally ( not always) now comes as standard in hotels. No drinking water in room but there are several water stations to fill a provided jug on some floors. This was a topic of complaint among many we spoke to. We went Premium and so did a couple near us. We found out at end of tour that they had 6 complementary bottles of water in their room because they booked before 22nd previous July ? Whats that about?
Understand these things and the holiday comes into its own and a great many people clearly find it enjoyable. I guess its just horses for courses as they say.
Excursions
Really looked forward to the semi submarine tour however once on coach we were told the engine had broken down and that part of the tour was replaced by a visit to a Butterfly Farm. Really? However these things happen, its not the fault of TUI and we were offered a reduction in tour price. Still very disappointing though and a long time on the coach ( good Aircon though).
We did the Turtle viewing tour on the Wednesday and its fantastic. Do take beach shoes though. Snorkel and mask supplied if you don't have one . Tour guides brilliant and passionate
The Rum and Son Grenada was well worth it for the 2 hour beach time alone. It is 5 dollars for a sunbed! Snorkeling is good Not too much travelling so highly recommended
St Lucia Piton cruise was fabulous. Open water, a stop to photograph Pitons and a stop of 30 mins swimming at gorgeous Bay. Plenty of rum punch on offer. Well recommended. If we were ever to hotel on one of the islands it would be St Lucia, it wins hands down for us!
In conclusion I am glad we tried it and thoroughly enjoyed many parts but I am definitely a "land lubber" and enjoy a good hotel and beach holiday . My wife would cruise again though so as I say its horses for courses and not for me.
We have been on a number of Tui cruises now and have always enjoyed them. A touch of sun in the Canary Islands after a long, dark, Highland winter is a live saver. The food and service was fantastic as usual, could not fault the mostly foreign staff. The captain was informative without trying to be over familar, we felt in very safe and capable hands with him and his crew. We did notice a few changes though, the Premium drinks package no longer gives you a bottle of mineral water in the cabin daily, which was a real setback. The filtered water, you could fill own bottle with was OK, but not as nice and you had to keep remembering to refill it yourself. It is not obvious which are the Premium wines in some restaurants, I was glad one waiter in Vista told us we could have a better quality Italian wine as we had the package, but did not know before he told us. Some of the passengers manners seem to get worse each year, probably attracted by the price of the all inclusive deals available now - we saw an incident of two drunken men keeled over in a walkway late at night, reeking of alcohol and about to chuck up - nice! The rules for dress code not enforced much, it annoyed some of us who made an effort that men (particularly men) went in in shabby shorts and tee shirts as if on the beach, when the waiting staff make such an effort to do the whole thing properly. I sadly, experienced an accident after just leaving the transfer coach back to Tenerife airport, so many people, was shoved from behind and went flying, landed flat out on the pavement and blacked out. Two lovely ladies from Glasgow helped me, along with my husband, as was badly bruised and unable to walk straightaway, kept blacking out with shock. Two Tui reps who had been on our transfer coach, one British, one Spanish, looked at me on pavement and walked straight past, without offering help, to disgust of the other passengers. I had wheelchair assistance to get through the airport, and the senior flight attendant onboard gave me paracetamol and looked at my bruises, gave me water and was very helpful. The captain himself helped me down the steps of plane at Glasgow! I was wheeled to airport hotel by lovely man at Glasgow airport and had taxi to station for onward journey to Inverness next day. Was pretty disgusted by those Tui reps though, obviously just did not want to get involved. I would not have held them responsible or have claimed anything from Tui, but common humanity might have made them offer help or concern surely?
Our third TUI cruise on the Marella Discovery 2 cruising the Canary Islands and Madeira in March 2025. Overall a super experience and far more great things and few nit pickings. Staff were excellent as ever and we enjoyed the evening entertainment. If you want to join in there is always something to do. Pool area can get busy but we accept that and get in early with bagging a sunbed. Excursions seem on the expensive side so only did the one in La Palma which was enjoyable. Food in generally very good; the buffet always offers really good choices and hot food is Hot!
Our major and very important gripe was with the drinks. I gave up alcohol last year for health reasons but my wife still enjoys the odd drink. She wasn't allowed to up grade to the enhanced package unless all parties on a booking did. I can see their point as some customers could cheat on the sysyybut sometimes you have to trust the integrity of your guests. I was extremely disappointed with the non alcoholic options. Heineken zero was the only adult alcohol drink on offer. I have never drank lager and avoid too much sugar so coke and juices were out. Perhaps TUI could expand the alcohol free menu by adding Guinness Zero and perhaps an alcohol free cider?
Overall though another great experience and we will book another Marella cruise in the future.
Our Caribbean cruise booking experience was great. We originally obtained a brochure from a travel agent and then found the online site for Morella Cruises which was easy to use although referring to the brochure was also helpful. Having worked through the various details, discussed the options with members of the family who had already used Morella cruises we entered our preferences and obtained a quote. We them pursued the Blue Light discount which meant making a telephone call. This was straightforward as we had already decided the details and we spoke to a knowledgeable and competent assistant. She also recorded that the cruise was for a special birthday.
What a great Cruise on the Tui Marella Discovery 2
We have thoroughly enjoyed our experience on the Tui Marella Discovery 2, on the Canarian Flavours Cruise, we set sail on the 11th March 2025. The staff were absolutely brilliant, all very happy in their work. Entertainment was amazing, each of showcast had outstanding singing voices and every show, was a pleasure to watch and enjoy. We are already planning our next cruise.
We have just returned from a fabulous cruise on the Marella Discovery 2, departed Gran Canaria on 3rd March and classed as Atlantic islands cruise as visiting the Canaria islands - sailing through the night to awake to a new island adventure each day. Food and drinks were fantastic - loved the Prosecco and cocktails (was all inclusive) staff were all attentive and by the pool you didn’t have an empty glass. Excursions were amazing - highly recommend the cable car and the toboggan excursion in Madeira - all in all an amazing holiday on an amazing ship made special with a happy smiling crew. Already looking to see what other ports to explore later in the year.
Just come back from 2 week Caribbean Cruise on the Marella Explorer 2 with TUI. It was fantastic, the staff worked very hard, the meals were really good (especially the cakes.) We had an inside cabin that was well equipped with wardrobe space and a very comfortable bed. Lovely to wake up each morning to a different Island. The last TUI cruise I went on was 12 years ago It was also exellent then.
We also got to meet the Captain on our final departure he was a lovely man, very friendly.I also liked that you didn't have to dress up too much,( unless you wanted to)
everything was very casual . I would definitely recommend this cruise
Well done TUI.
Overall the standard the of food is just average now.from breakfast which was overcooked most days.lunch was hit or miss. Evening meal was the same every night with choice of roasts .I couldn't get my head round why they never had mash potatoes at that station you had to go to another one to get mash .the choice of drinks were good. Entertainment was brilliant best bands for me was rhythm and breeze and the journey men staff were very good .A big shout out to Anne covinder and Vicki from the squid and anchor hope I got names right they always new our drinks vodka and lemonade lol olso a shout out to the cleaners Elmo Antonia andJunaidi .apart from food not much to complain about on the voyager choice of islands we're good.
We have just returned from a two week cruise on the Marella Explorer. We visited some of the Canary Islands and Madeira.
The standard of the cruise has dropped dramatically. The smoking area is right outside of the entrance to the Spa and it stinks!
The bedding and the towels in one of the most expensive cabins on board were a disgrace, they were Grey instead of White. And there was no fridge in the cabin.
We paid for the premium package because of the coffee and certain alcoholic drinks which we like but these ran out two days after we boarded.
We queried this but were told that they weren't getting further stocks until two days before our cruise ended.
Like I say TUI's standards have dropped dramatically AVOID AT ALL COSTS!
Been on a lot of Tui cruises I questioned my Vodka and coke which was only coke it happened a lot.The food is not up to quality it used to be .It hasn’t put me off but they need to up there standards the price you pay the quality should be higher.
Just completed a two week cruise on the Voyager and thought it was excellent value for money. A nice way to travel and see lots of different places. Getting on the islands each day was very easy, the staff can’t do enough for you and best of all was the food - it was incredible.
TUI Cruises is a German cruise line that operates a variety of vacation experiences tailored for diverse customer preferences. The company specializes in offering premium cruise holidays, focusing on providing exceptional service and a wide range of onboard amenities. With a fleet of modern ships, TUI Cruises aims to deliver memorable travel experiences to individuals, couples, and families seeking leisure and adventure at sea.
Targeting both domestic and international travelers, TUI Cruises offers itineraries that cover popular destinations in Europe and beyond. The company's offerings include all-inclusive packages that encompass dining, entertainment, and excursions, ensuring a seamless travel experience for its customers. By prioritizing customer satisfaction and comfort, TUI Cruises positions itself as a reliable choice for those looking to explore the world from the deck of a cruise ship.
