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We returned a couple of weeks ago and I'm still kind of upset about how badly we were treated whilst on board. The ship is a little down in the dumps and could likely do with some work. The information on the ship is pretty shoddy really, they did not tell us that half the space for sunbathing and sitting would be out of order due to 'refurbishment' of an outside deck into a sun lounge whilst we were on board. The port and Shore excursions are what has me most upset however. We booked brought eight trips before we left the UK with our Thomson rep at home, a lady we happen to trust because she's been doing our holiday booking for a long time. But this has by far been the most disappointing and unhappy time we've ever had while on holiday with Thomson. The Excursions team were rude, dismissive and in one case very condescending. The problem is that we missed a tour departure time in the morning from the port. We mistook our time to leave on one trip towards the end of our holiday, but having been on several trips by now it shouldn't have been that big of a deal. We'd waited around for half an hour after our departure time once for missing people. But when we got to the dock side, the rep there told us we'd missed our tour by an unbelievable one minute. Because the tours only ever waited five for people and we were six minutes late. The rep was condescending and blamed us for not checking our tickets properly with a shrug. When we later complained at the excursions desk the rep told us he'd seek out his manager, basically to get rid of us so people wouldn't hear us complain in public we presume, then we got a letter through the door that stated verbatim what that rep had told us to our face. That Thomson wouldn't be giving us our refund, that we were 'seven' minutes' late- which was an added minute they seem to think makes it better for them leaving us behind- That they were sorry we'd missed out tour but basically tough luck we've got your money and we're not giving it back. To say we were unimpressed is an understatement. We explained to the excursions team about how we waited well passed the five minutes every single time we went on a tour with them that fortnight, this being the last day it was not an exaggeration. They told us blatantly lying to our faces that this wasn't possible because they never waited passed five minutes for people. To compound our disgust in the excursions team we then found out while talking to people we met onboard that they too had problems with the excursions team. They went on a tour to a 'closed' attraction and were told they would not be getting a refund despite the fact that they were taken someplace closed and then brought back to the ship. I don't know what sort of scam Thomson are playing on people, but this is by far the most disturbing and absolutely disgusting experience I've ever had with them in my many years travelling with them. If it were just the excursions though i could let it go, I'd just go on hols with them and avoid their trips. But it wasn't. We encountered unhelpful staff at Reception who didn't seem to care if we were left stranded with no money as long as they didn't have to lift a finger, an entertainment team that has probably been targeting college drop outs because the performances were not exactly what I would call professional level. I'm not a very good judge of musicality but even I cringed when the guy croaked and cracked his way through Adele. There was also a disappointing lack of anything to do besides wallow through their shows of an evening. The ship is small I give them that, but surely they can think of something to do for entertainment that doesn't involve singing or bingo? As for the other facilities on board, well extortion is clearly a main motivator, because the photographers are either con artists or delusional about what their services are worth. I feel bad mostly for the service staff and the cabin stewards who are truly the only thing the floating help has going for it. We had a wonderful cabin steward and our waiters were always happy and helpful. I'm sure that they must be an aberration for this ship because they are certainly the only people who seem to know what customer service is. The only other comment I can really offer is that several people we spoke to questioned just why this was a so called "platinum' cruise when clearly it was bog standard and a little limp and lifeless. If it wasn't for the places we actually disembarked the entire thing would have been a holiday from hell. Thank God the Caribbean is a wonderful lush place full of life and excitement or I may have thrown myself overboard. I know at one point I certainly contemplated the chances of getting an earlier flight home. It makes me kind of angry when I look at this review because I sound like a horrible sarcastic person. But I work in the Hospitality business and I am very forgiving of most problems because I know what it's like not to be able to do anything with a bad situation. But I honestly can't even justify half of what went on with these people. I can think of absolutely no excuse for their lack or care or abysmal attitude.

Poor and Disappointing

Marella Celebration Cruise Review by LJO90

3 people found this helpful
Trip Details
We returned a couple of weeks ago and I'm still kind of upset about how badly we were treated whilst on board.

The ship is a little down in the dumps and could likely do with some work. The information on the ship is pretty shoddy really, they did not tell us that half the space for sunbathing and sitting would be out of order due to 'refurbishment' of an outside deck into a sun lounge whilst we were on board.

The port and Shore excursions are what has me most upset however. We booked brought eight trips before we left the UK with our Thomson rep at home, a lady we happen to trust because she's been doing our holiday booking for a long time. But this has by far been the most disappointing and unhappy time we've ever had while on holiday with Thomson.

The Excursions team were rude, dismissive and in one case very condescending. The problem is that we missed a tour departure time in the morning from the port. We mistook our time to leave on one trip towards the end of our holiday, but having been on several trips by now it shouldn't have been that big of a deal. We'd waited around for half an hour after our departure time once for missing people. But when we got to the dock side, the rep there told us we'd missed our tour by an unbelievable one minute. Because the tours only ever waited five for people and we were six minutes late. The rep was condescending and blamed us for not checking our tickets properly with a shrug. When we later complained at the excursions desk the rep told us he'd seek out his manager, basically to get rid of us so people wouldn't hear us complain in public we presume, then we got a letter through the door that stated verbatim what that rep had told us to our face. That Thomson wouldn't be giving us our refund, that we were 'seven' minutes' late- which was an added minute they seem to think makes it better for them leaving us behind- That they were sorry we'd missed out tour but basically tough luck we've got your money and we're not giving it back. To say we were unimpressed is an understatement. We explained to the excursions team about how we waited well passed the five minutes every single time we went on a tour with them that fortnight, this being the last day it was not an exaggeration. They told us blatantly lying to our faces that this wasn't possible because they never waited passed five minutes for people.

To compound our disgust in the excursions team we then found out while talking to people we met onboard that they too had problems with the excursions team. They went on a tour to a 'closed' attraction and were told they would not be getting a refund despite the fact that they were taken someplace closed and then brought back to the ship. I don't know what sort of scam Thomson are playing on people, but this is by far the most disturbing and absolutely disgusting experience I've ever had with them in my many years travelling with them.

If it were just the excursions though i could let it go, I'd just go on hols with them and avoid their trips. But it wasn't. We encountered unhelpful staff at Reception who didn't seem to care if we were left stranded with no money as long as they didn't have to lift a finger, an entertainment team that has probably been targeting college drop outs because the performances were not exactly what I would call professional level. I'm not a very good judge of musicality but even I cringed when the guy croaked and cracked his way through Adele. There was also a disappointing lack of anything to do besides wallow through their shows of an evening. The ship is small I give them that, but surely they can think of something to do for entertainment that doesn't involve singing or bingo?

As for the other facilities on board, well extortion is clearly a main motivator, because the photographers are either con artists or delusional about what their services are worth.

I feel bad mostly for the service staff and the cabin stewards who are truly the only thing the floating help has going for it. We had a wonderful cabin steward and our waiters were always happy and helpful. I'm sure that they must be an aberration for this ship because they are certainly the only people who seem to know what customer service is.

The only other comment I can really offer is that several people we spoke to questioned just why this was a so called "platinum' cruise when clearly it was bog standard and a little limp and lifeless. If it wasn't for the places we actually disembarked the entire thing would have been a holiday from hell. Thank God the Caribbean is a wonderful lush place full of life and excitement or I may have thrown myself overboard. I know at one point I certainly contemplated the chances of getting an earlier flight home.

It makes me kind of angry when I look at this review because I sound like a horrible sarcastic person. But I work in the Hospitality business and I am very forgiving of most problems because I know what it's like not to be able to do anything with a bad situation. But I honestly can't even justify half of what went on with these people. I can think of absolutely no excuse for their lack or care or abysmal attitude.
LJO90’s Full Rating Summary
Enrichment Activities
Value For Money
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Port & Shore Excursion Reviews

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