Cruise Nation - Swansea

Emilia R.

The reviews below reflect my past experience with Cruise Nation's customer service, but not all representatives are unhelpful. After a recent negative interaction, I wasn’t looking forward to calling again today. However, Janine completely changed my perspective and made my day! Her kindness and exceptional service went above and beyond, and she handled my cabin change quickly and efficiently. If I ever book a cruise again, it will only be if I can speak with Janine!

Liz A.

Great service received from Mona today for our next Smart package cruise. Mona managed to successfully book up all of our specific requests.Thanks again.

Steve B.

Cruise nation were absolutely brilliant when we booked our cruise, they were a lot cheaper than everyone else, they kept us updated with any changes, they were easy to contact, and the cruise was absolutely amazing, thanks cruise nation, we will definitely be booking our next cruise with you.

Dan W.

Recommended a hotel with a hidden non-optional charge of $40 per day!!! if i had been on a ten night holiday i would have came home to a credit card bill of over $400 !!
Contacted cruise nation who said i should have spoken to the hotel at check in and asked about hidden charges, yes thats fantastic advice when its 11 oclock at night and ive just flew halfway across the world, ask about a hidden charge and then what ? wander the streets with my wife and all our luggage and lose th thousands of pounds we have already paid, excellent idea thanks.
When you recommend a hotel you should be aware of what that hotel has to offer, positives and negatives, you shouldnt just recommend somewhere you have no information about.
before someone from cruise nation replies and says this was city tax no it was not, there was a very minimal $2 charge for city tax which is to be expected. the almost $40 hidden non-optional charge was for things we didnt need or want including daily breakfast for 3 children, i bookde through cruise nation so they knew it was for 2 ADULTS NO KIDS, why would i want somewhere with a $40 daily kids breakfast charge

Unbelievable

Cruise Nation refused to refund me the hidden amount i was charged saying it was my fault after they recommended the hotel, be very careful with their recommendaations expecially if its for a long stay. i paid £6500 for my holiday and they refused to refund less than £40 ! what a joke

M Z.

I requested a call back which I got as I was looking for a cruise. When I received the call back the lady asked me how she could help. I explained to her I have cruised with TUI in the past and now I’m looking for deals as TUI are quite expensive at the moment.

Well straight away there was nothing back to say of course let’s see how I can help etc. it was all negative from the start. She started by saying oh well I can’t think of anything off the top of my head. Why would she think of anything from the top of her head, why would she not say let’s see what we can find. So I said we are looking to go in June and I explained what we wanted, etc.

Again she was quick to say oh I don’t know…. To be honest she didn’t want to help from the start so I said you haven’t been very helpful and I ended the call.

I am appalled and absolutely horrified at how this lady dealt with my call. No customer care, no willingness to help absolutely nothing. It infuriates me at how people can get jobs and get away with treating customers this way. They are paid to do a job which clearly she was not doing. I am a new customer looking for some advice which was obviously too much trouble for her.

Tracy O.

Wouldn't recommend this company to anyone. Shirley wasn't great when we were doing the booking but it got worse.... By alot... Had to try and change the booking due to date issues... absolutely impossible.. tried several times to get prices for a change to a new cruise... everything was triple the price advertised on thier website, something to do with a rebooking calculator.... rubbish. Emailed several times to the highly unhelpful Shirley to try and salvage my £1000 cancellation cost but replys took weeks and prices were ridiculous, thought she was bad then had to deal with "customer services" non existent... I'd rather pay extra ££ than book with this awful money stealing company. Do yourself a favour and book anywhere else... Wish I had.

Gulshan C.

I booked a cruise and 7 nights stay at Aaron hotel in Venice well in advance. During the booking process over the phone, I requested for a twin room, this I again confirmed via email that my request is placed with the hotel. And I was told the request is sent to the hotel.

When I reached the hotel said THEY HAVE NOT RECEIVED THE REQUEST FOR TWIN BED ROOM FROM CRUISE NATION. I showed my email and then hotel said it must be their supplier not forwarding the request. Cruise nation works with suppliers who deal with hotels. Cruise nation staff forwarded the request but the supplier did not. I understand the request is subject to availability but if no request is sent how can it be provided by the hotel. My agreement is with the cruise nation and not the supplier. If I would've booked it directly with the hotel, I would've asked for a twin room and made my decision accordingly.

Now it gets better. There was twin room availabile. The original room was dingy n dark. I'm moved to a twin room as there was availability. There is room change charge of 25 euros. The room is the same category, but a room change charge?!!! Where I'm wasting half of my first day in Venice. It is not just about 25 euros not inconvenience of packing and unpacking.

This is the response from cruise nation, when I'm asking them for their supplier to speak to the hotel to waive the charges. The customer is left on its own to deal with the hotel or to speak with the supplier. I am asking cruise nation staff why their supplier did not put the request of twin bed with the hotel and getting standard responses, not answering the direct question. Extremely disappointed.

Good afternoon,

The hotel supplier has advised the below.

Hi Team,

I can see you had requested twin beds, however all special requests are not guaranteed and are subject to availability.

If the hotel charged the clients an additional £25.00 it would be a supplement directly with them, we would not get this waived as the room type you had booked at the time of booking was provided.

Kindest regards

Tia

Cruise Nation

Booking Management

Becky

The worst company I have ever dealt with. It's two days until our cruise, we have no tickets and Cruise Nation are going out of their way to be unhelpful. I'm behind on my work because I've been on hold for an hour everyday before I'm told I'll receive them tomorrow. It's been a week of tomorrows and still no ticket. Now on hold to cancel and insist on a full refund since their incompetence means we're not going to go on our trip.