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This was only the second cruise my husband and I have been on and were so looking forward to it. Unfortunately, things went from bad to worse including our dealings with the provider TUI. We had booked a balcony cabin as we have in the past but although the room was pleasant, it certainly wasn't the standard we expected. There was a dummy dial (did not work) on the wall for the air-conditioning but it did not control anything so all day and all night we had cold air blowing directly on to our bed for the whole week. We went on the second sailing for this cruise ship and it was quite obvious, that things were not what they should be. Many of the staff, although always polite and helpful, ran around like headless chickens and it was obvious that management had not completed training of the staff. The food was OK but not as good as we had had on a previous cruise ship with a different company. I think that probably the worse problem was with the toilets. The public toilets were constantly having to be closed as the sewerage was overflowing and floating which smelt dreadful at times. Staff tried their best to keep on top of the problem but it is obvious that this old refurbished ship was not fit for purpose and was not able to take the volume of passengers. I can understand why things such as norovirus can spread quickly on a ship. There were many other issues which are too many to mention but I think what I am most annoyed about is that on the day after our return to the UK, I emailed TUI to outline all my concerns and problems. They did not respond so after 28 days I had no option but to contact ABTA who are no handling the complaint. A simple apology from TUI with acknowledgment of the problems the ship was having would have been sufficient but it has now angered me that they didn't even have the common courtesy to contact me following my email. I now have to wait a further 28 days for ABTA to try and resolve the matter but if nothing is forthcoming, I shall pursue the matter further TUI ..... (from a very annoyed TUI customer)

The cruise ship from hell ....

Marella Explorer Cruise Review by antiquelover

4 people found this helpful
Trip Details
This was only the second cruise my husband and I have been on and were so looking forward to it. Unfortunately, things went from bad to worse including our dealings with the provider TUI. We had booked a balcony cabin as we have in the past but although the room was pleasant, it certainly wasn't the standard we expected. There was a dummy dial (did not work) on the wall for the air-conditioning but it did not control anything so all day and all night we had cold air blowing directly on to our bed for the whole week. We went on the second sailing for this cruise ship and it was quite obvious, that things were not what they should be. Many of the staff, although always polite and helpful, ran around like headless chickens and it was obvious that management had not completed training of the staff. The food was OK but not as good as we had had on a previous cruise ship with a different company. I think that probably the worse problem was with the toilets. The public toilets were constantly having to be closed as the sewerage was overflowing and floating which smelt dreadful at times. Staff tried their best to keep on top of the problem but it is obvious that this old refurbished ship was not fit for purpose and was not able to take the volume of passengers. I can understand why things such as norovirus can spread quickly on a ship. There were many other issues which are too many to mention but I think what I am most annoyed about is that on the day after our return to the UK, I emailed TUI to outline all my concerns and problems. They did not respond so after 28 days I had no option but to contact ABTA who are no handling the complaint. A simple apology from TUI with acknowledgment of the problems the ship was having would have been sufficient but it has now angered me that they didn't even have the common courtesy to contact me following my email. I now have to wait a further 28 days for ABTA to try and resolve the matter but if nothing is forthcoming, I shall pursue the matter further TUI ..... (from a very annoyed TUI customer)
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Cabin Review

Cabin 118
Not bad but nothing special. Could not switch off the air conditioning so it constantly blew onto our bed all day and all night and was noisy.

Port & Shore Excursion Reviews