8 Helpful Votes
Sail Date: March 2019
1st cruise thought small and friendly. Also because of ports of call. The 1st thing when embarking was the smell found out it was the sanitation the smell was especially strong down on deck 5/6. Food in self-service very poor at times ... Read More
1st cruise thought small and friendly. Also because of ports of call. The 1st thing when embarking was the smell found out it was the sanitation the smell was especially strong down on deck 5/6. Food in self-service very poor at times inedible seating area in self-service very dirty. Orion restaurant food slightly better. Only clean area onboard is deck 8 where reception bars and theatre one day there was a man in a white head to foot suit fumigating a cabin close to ours. Daytime activities poor day at sea was tooth whitening seminar??? 1 of several weird things on the activities list. watch out when settling bill reception will try over charge. 2 ladies questioned there's and we're told the items on bill must be from previous cruise?? Never go on Tui cruise again put us off cruise's. Very poor response and customer service from Tui in general. Read Less
4 Helpful Votes
Sail Date: March 2019
Chose this cruise as had sailed with TUI years ago. Customer Service had ignored my request for a cabin midships (due to disability). I was put in cabin 6001 as far forward as could have been possible. This was as far from lifts as was ... Read More
Chose this cruise as had sailed with TUI years ago. Customer Service had ignored my request for a cabin midships (due to disability). I was put in cabin 6001 as far forward as could have been possible. This was as far from lifts as was possible so l advised unsuitable on dockside, at Customer Relations onboard and was advised no other cabin available. First night the sea was rough, my husband got his foot stuck between the bed and furniture and went flying. (Not enough room between bed and furniture to walk). We had to hold onto the bed with pitching and tossing, the ceiling creaked with every wave and a door at the bow creaked groaned and slammed for hours. I got customer services down at 12.30am to listen to the creaking and next day customer service moved us. The ship is now very old and tired, the self service meals rely upon people using utensils (rather than being served by staff from behind glass partitions as they were many years ago) and the other customers must have had trouble knowing what serving with utensils rather than fingers actually meant! The entertainment was ok...not my cup of tea and staff onboard were wonderful considering the conditions they have to work under. Would l go again...no....not even if you paid me. Read Less
15 Helpful Votes
Sail Date: March 2019
5th time on the Dream and have watched her deteriate over the years. Staff are lovely, but the food not as good as it used to be. The entertainment not as polished as in the past but the technology is excellent. Our cabin was 5209. It was ... Read More
5th time on the Dream and have watched her deteriate over the years. Staff are lovely, but the food not as good as it used to be. The entertainment not as polished as in the past but the technology is excellent. Our cabin was 5209. It was at the rear (aft). The noise level was horrendous, we seemed to be above the engines and for everyone on the last quarter of this corridor it was the same. It went on all night of course so no sleep! We were like zombies. I recorded it and it sounds like the floor and roof and walls are giving way. A gentleman next to us who had complained numerous times and asked to be moved was told by 2 letters the cabin was adequate. ( he had not only paid a single supplement but also for an outside cabin) the poor guys outlook was into a storage area with gas cylinders up against his window and a grill beyond which made his view so narrow it was a waste of time. He was bery distressed, like us he had been before in October and enjoyed it so much that he booked again. In the past I would have rated this ship and her cruises a 10 but these cabins are only fit for storage. Obviously, the answer is to pay yet another supplement to choose your cabin but again I understand from other passengers these are also limited. A ruined holiday ...we needed another one to get over this ! So mich for loyalty, shame on you TUI/ Marella Read Less
6 Helpful Votes
Sail Date: April 2018
We chose this cruise because we ha d had a lovely cruise on the Red Sea on the Thomson Celebration. This was a poor imitation. Ther was a long queue to board the ship and they asked for a debit/credit card, which I refused to give them. I ... Read More
We chose this cruise because we ha d had a lovely cruise on the Red Sea on the Thomson Celebration. This was a poor imitation. Ther was a long queue to board the ship and they asked for a debit/credit card, which I refused to give them. I had booked an outside cabin for the view, only to be confronted with superstructure and an steel grill. When I enquired about this, I was told I should have paid extra to select a cabin. The cabin was small and cramped and poorly appointed. I had booked All Inclusive", only to find that common British beers and lagers attracted a premium. Seemingly I had booked the wrong "All Inclusive package. Even bottled water had to be paid for. The gin and brandy were of poor quality. there was a ridiculous surcharge of between £15.95 and £19.95 to visit the speciality restaurants. Even in the really good Orion restaurant, a steak was £9.95 extra. A shore excursion was cancelled due to bad weather. When I requested a refund, I was told it was only available back in Britain. I then asked for the money to be transferred to another excursion but was told that I had to pay in full for another trip. Every day, I got a letter asking me to put a debit/credit card or cash which I refused to do. The excursions we took were good. We visited Rome. Pompei, Herculanium, Corsica and Barcelona. Some of the entertainment was good, the theatre shows and the trio in the forward lounge. Some of the waiters left us waiting a long time for service, even though the lounge was not busy. The cabin steward was excellent. I have put my concerns to TUI but they maintain that everything was as it should be. They also refuse to explain why I was charged £50 for a Cuba visa on a previous trip. I will never ever book with TUI again. If you want value for money, do not go on the Marella Nightmare. Read Less
21 Helpful Votes
Sail Date: February 2018
The only positive thing I have to say about this pile of floating junk is one day it will finally be scrapped. I do not even know where to start. I Left my perscription glasses on the coach (my thought I guess) but as soon as I got on the ... Read More
The only positive thing I have to say about this pile of floating junk is one day it will finally be scrapped. I do not even know where to start. I Left my perscription glasses on the coach (my thought I guess) but as soon as I got on the Dream,(nightmare) I went to report it, giving the coach number and seat location and asked that the rep back at the airport went on and retrieved them when the coach returned.Nothing was done. Cabin 5112 Sewage came up from the drain hole as soon as we were in the cabin.Walls so thin we never got a wink of sleep, god help you if your neighbours like ours are so selfish they put the tv on at 7am to watch world news, as thats all there is basically.You can hear the people next door talking etc so in between that and the constant drills and intrusive announcements, do not expect any sleep. No premium beer unless your willing to pay for a double upgrade (mine over £450) food is the worst I have ever seen on travelling with most of the other cruise lines.Even the car ferrys are better. If you are lucky it may be at beast luke warm.If you like soup that is just coloured water, fine. No one on there cares. The mains are a joke.This is canteen food at its worst. Who ever is giving this ship 5* reviews cannot of been on proper cruise ships. If I had paid £400pp for the cruise I could understand, but I never, I paid nearly 3x that pp. TUI ? where is all the money going ? you are a joke...seriously. Read Less
15 Helpful Votes
Sail Date: January 2018
Booked this cruise at short notice because we needed cheering up after Christmas. So booked on impulse and paid before reviewing. Big mistake !!!! Our 4th cruise and the first with Tui. The first 3 were with another company and ... Read More
Booked this cruise at short notice because we needed cheering up after Christmas. So booked on impulse and paid before reviewing. Big mistake !!!! Our 4th cruise and the first with Tui. The first 3 were with another company and absolutely eye opening. They were brilliant. Not this one though, what a disapointment. The room was lovely in size as we chose a larger room outside, for an extra £45. A large window and space to move around each other was great. We were in the middle of the ship on deck 7. The furnishings are dated and tired but seemed to be clean. The first problem was when we went for a meal in Sirens, selve service, I was struggling with 2 cups of tea and a small plate with a snack on and put them on a tray. Wow, was I told off !! "Sorry but you cant have a tray". When I asked why I was told by the *white suit* they are only for the waiters to collect stuff with, not for passenger use. !!! This I found very odd. When I asked a waiter / cleaner upper he said they dont have enough trays !! A couple of days later the wife was suffering with a sore throat and feeling sick. After struggling a lot trying to bring food and drinks to the table by several trips to fetch food and drink I got fed up and asked at reception. I was told it was not safe to use a tray and not efficient, so they had withdrawn the use of trays. !!?? My wife got worse over the week and we put it down to a mild dose of flu due to the weather being windy and wet. We missed a port stop due to weather and not Tui's fault at all. The entertainment was a very poor standard and the 4 piece group would not have survived the first spot in my local pub and would have been paid off !!! The 2 girl due were very good, the pianist was exellent and the 3 boys in the casino end were so-so. ( Would have been just tolerated in a pub) . A shame but true. Senior staff were not as helpfull as the minions trying to be helpfull. A shortage of sun loungers by the pool and too many reserved. A trio of middle aged ladiest returned from line dancing, 12.30, that started at 11.00 am and were very miffed when there prime located sun beds were taken up !!! Some people ............. . Wife still poorly after arriving home. ( Ship doctor cost £90 and gave antbiotics ) I am generaly not one for being fussy but this ship was a joke !!!> Read Less
19 Helpful Votes
Sail Date: January 2018
You will be dssapointed due to the whole experience was dreadful. so bad we booked a flight home from Maderia after 2 days. The ship was being steam cleaned which suggest a medical problem. Restaurants at times were closed due to this ... Read More
You will be dssapointed due to the whole experience was dreadful. so bad we booked a flight home from Maderia after 2 days. The ship was being steam cleaned which suggest a medical problem. Restaurants at times were closed due to this cleaning. Service of food was done by staff as you were not allowed to make contact with the utensils. The ship is in a poor condition. The lifts were a nightmare, went past were you were and in time seemed to get to our spot. I can't use the stairs due to a medical condition. Due to my wife becoming so ill we made the decision to fly back to the UK from Madeira after 2nights. Some of the staff were very good, however our involvement with the medical team was a disaster, very difficult to understand what was said as they were from Serbia. Our involvement with them DID NOT RESOLVE my wife's health issue. the cost was over £2600. Again I would recommend you give careful thought before booking. Read Less
3 Helpful Votes
Sail Date: January 2018
From arrival to departure the whole experience was not what we have come to expect from Marella, having previously cruised five times on Thomson/Marella cruises with good experiences. We joined the ship in Las Palmas only to find we ... Read More
From arrival to departure the whole experience was not what we have come to expect from Marella, having previously cruised five times on Thomson/Marella cruises with good experiences. We joined the ship in Las Palmas only to find we had arrived in the middle of a Norovirus outbreak! The ship was under a sanitation shutdown! Pools, jacuzzi’s and library closed! Buffet restaurants were not self-service. Tea & coffee even orange juice could not be poured without a plastic gloved hand giving assistance. We were surprised that holiday makers were still being allowed to join the ship due to the number of sick people on board and the dire health warnings issued by the Captain at every opportunity! We learned that the ship had undergone a deep clean in Tenerife the day before we arrived! This obviously did not solve the problem as this process was repeated 2 weeks when all non-disembarking passengers, us included were given a free excursion to get us off the ship! We never saw anyone cleaning the corridors other than cabin staff. We had a suite which was not always cleaned too well. It was our saving grace. We could at least stay in and have hot tea and biscuits ( bought biscuits when we went off the ship) As if the health situation was not enough to contend with, everything about the ship was poor! Our first night visit to the Lido was so bad it was our last for the cruise. We wondered what we had come to?? We ate breakfast & lunch in Sirens after that. It was better but not always good. The food was often cold & sometimes not edible! Tea & coffee often had scum on the top due to not using boiling water. I watched a waiter one day pour hot water in the orange juice at breakfast. It tasted like dishwater! Evening meal in Orions was often slow service, so much so that you could miss the Broadway show. Food was not hot & a menu for the inventive! It was the first time on a cruise we have both lost weight!! I have often gained quite a lot. AI drinks package ok but due to health reasons we were never given a drinks menu. I have never had so many versions of gin & tonic, some undrinkable! Lifts were a lottery if you were in the middle of the ship! The engineers were often working on them. Some passengers were getting really cross having to wait so long particularly if you had difficulty with the stairs. The entertainment on board was not always good as the bars turned into no-go areas due to the overly loud out of tune singing acts! The Broadway showcase team entertainment team were like a group of strangers thrown together for the night! We found the ship to be really dirty in some areas particularly the crew area on deck. There was quite a number of dirty cushions on sun beds & seats in public areas! Sorry can’t think of a nice thing that happened on the cruise, just an awful waste of money! Read Less
12 Helpful Votes
Sail Date: January 2018
I will be sort and straight to the point. There is a bug on this ship and has been for a while now. After getting on the ship on the Saturday my partner came down with sickness and diarrhea and had to get the doctor out to the cabin and ... Read More
I will be sort and straight to the point. There is a bug on this ship and has been for a while now. After getting on the ship on the Saturday my partner came down with sickness and diarrhea and had to get the doctor out to the cabin and the injection she got made her worse then on the Thursday i came down with the same symptoms and was confined to my cabin for the rest of the holiday, They even put 2 complementary excursion ticket under our door for the friday to get every one off the ship so they could do a deep clean but we could not go as we were confined to cabin. We saved up for this holiday and it was the worse holiday i have ever been on. We have been back for over a week and we both still dont feel right, I think it is really bad that Tui are still selling holidays on this ship when they know fine well that the novovirus is on the ship. Read Less
11 Helpful Votes
Sail Date: January 2018
If you are in wheelchair DO NOT book a cruise on this ship! When we booked direct with Thomson we were told that there were no wheelchair cabins left but that the Deluxe Outside cabins had plenty of room for a wheelchair so we made our ... Read More
If you are in wheelchair DO NOT book a cruise on this ship! When we booked direct with Thomson we were told that there were no wheelchair cabins left but that the Deluxe Outside cabins had plenty of room for a wheelchair so we made our booking in one of these cabins. They arranged wheelchair assist through the airports and taxi with wheelchair ramp to the port. When we had completed all the paperwork we made our way to the gangway to find that there was no ramp onto the ship and that the only access was up a steep flight of steps which my wife had great difficulties climbing - it then took 4 crew members to 'man-handle' her electric wheelchair on board. We made our way to our cabin 9013 to find that the cabin door was too narrow to get the wheelchair through ! We immediately went to reception where we were told that all the cabin doors were the same width apart from the 4 disabled cabins which were all full! An interesting point was that we only saw another 2 wheelchairs throughout the cruise so 2 of the disabled cabins must have been occupied by non-wheelchair users!! Because of the gangplank being steps rather than a ramp we only managed to get off the ship once in Funchal which was because they used the local port's facilities which was a ramp. Disembarcation from the ship was agin via the steps and again the crew had to 'man-handle' the wheelchair off the ship. We had discussions with another wheelchair passanger who was paralyzed from the waist down and she had had to be physically lifted on and off the ship whilst sat in her chair! Furthermore at the one port where she had been 'lifted off', the shuttle transport was a conventional coach with no wheelchair access so they had to use a taxi. The only good points of the cruise were the very helpful staff and the entertainment team who were very good. The food was good but it was odd that if you wanted a steak it was only available with a £ 9.95 supplement. Also having upgraded to the premium drinks package there were only a choice of 2 rose wines - to get a bottle of Mateus Rose was at an additional cost of £15 Overall the ship felt very old and tired! Read Less
8 Helpful Votes
Sail Date: January 2018
My husband and I chose this cruise to coincide with my birthday and to spend a holiday with our four friends. We have cruised with Thomson twice before on The Spirit and had a great time. This ship,however, was grubby and lacking in ... Read More
My husband and I chose this cruise to coincide with my birthday and to spend a holiday with our four friends. We have cruised with Thomson twice before on The Spirit and had a great time. This ship,however, was grubby and lacking in toiletries and decent towels. They had reduced the number of courses from four or five to three. Also there seemed to be a shortage of staff (they were busy cleaning everywhere or were sick!).We were told by previous passengers who were disembarking that day that there was an outbreak of sickness and dirorreah the week before but the Captain denied this. He said that the increase in sanitation and constant hand spraying was down to a changeover of passengers! We were not allowed to pour our own milk in our tea. touch any serving tongs or take any food from the buffet restaurant! The restaurant food was ok most of the time but we preferred the small restaurant on the 11th floor for breakfast and lunch. On the final day of our holiday, I sufferred with chronic dirorreah and projectile vomiting. I went to the medical centre and was unfortunatly bad while I was there. I was very surprised that there was only one toilet for the ladies which would not flush!!! Luckily, by the time our coach arrived to take us to the airport, I felt a little better and decided to take the risk and fly home. On a positive note, the staff were pleasant and the shows were good. We did not go on any of the organised trips but went ashore with our friends and had a lovely time with them We had two days at sea as we could not stop at La Palma as the weather was bad and the ship could certainly have done with more entertainment!!! I certainly would never go on this ship again. Read Less
6 Helpful Votes
Sail Date: January 2018
Been cruising with Thomson since 1998 1st ship Thomson Topaz. Been on the Thomson Dream 5 times (Used to be "Costa Europia") Was on it for 2 weeks in October in the Adriatic. Great 2 weeks no problems. was on the liner with my 91 ... Read More
Been cruising with Thomson since 1998 1st ship Thomson Topaz. Been on the Thomson Dream 5 times (Used to be "Costa Europia") Was on it for 2 weeks in October in the Adriatic. Great 2 weeks no problems. was on the liner with my 91 year old sister-in-law 5th January for 2 weeks, in single cabins Deck 5 and deck 9 (Right next to the Gym) We knew there was problems aboard with the Nora virus so we was careful not to frequent crowded areas. After 5 or 6 days my Sister in law became ill and was confined to her cabin. After 8 or 9 days the same thing happened to me. We had been given injections and 1 500 mg paracetamol and let out after 2-3 days with no instructions, no medication and the doctor even asked me to use my own paracetamols. We left the ship to pass the germs on our flight home. He both still have the illness (25.1.18.) and are seeing our doctors 29.1.18. The waiter service at The Orion was excellent, a bit slow at times but that was due to more passengers using, instead of the caferteria. We did not use the activity due to our age, but passengers appeared to be enjoying it. The service all over was ecellent, except Reception with the staff being overwelmed with customers. The cabin staff I would say are the best on the ship as always. When locked away in the cabin, I had no eatable food at all. Entertainment was exactly the same when we were on this same liner in October 2017 Read Less
7 Helpful Votes
Sail Date: December 2017
Ports of call were lovely. Fireworks in Madiera wonderful. Ship horrendous. A very disappointing trip. Today is Saturday 13th Jan. My husband and I are just about getting over our illness with bad stomachs. The food was dreadful. Poached ... Read More
Ports of call were lovely. Fireworks in Madiera wonderful. Ship horrendous. A very disappointing trip. Today is Saturday 13th Jan. My husband and I are just about getting over our illness with bad stomachs. The food was dreadful. Poached egg for breakfast delivered on cold plates, egg slid off the plate onto the table leaving a slice of cold wet bread.. Beef you couldn’t cut. Very poor selection of meals. Lots of people not well. Our holiday was Saturday to Saturday. On Friday 5th Jan. we were all told we had a complimentary trip on the Island. 4 coaches left while the ship was fumigated and the water pipes flushed. Everything was hush, hush. A report was then given by the Captain to say there was no Nora virus. So what was this illness?? People on drips. One person was air lifted to hospital. Although I am not sure what the problem was in that case. Our Cabin was grubby, 4 days to fill up the body wash in the shower. 2 days for a box of tissues. Waited all week for the air conditioning to cool the cabin down as there was no air being let in. Mound around the shower and wash basin. We are regular cruisers with other companies, but have never been with Thompson, tui. Marella Before and never again. Please be warned. Read Less
Sail Date: December 2017
I chose this cruise because it covered NewYears eve and my wifes 70th birthday. The best part of the cruise was the firework display provided buy Funchal, thank goodness TUI didn't have anything to do with this , other than docking in ... Read More
I chose this cruise because it covered NewYears eve and my wifes 70th birthday. The best part of the cruise was the firework display provided buy Funchal, thank goodness TUI didn't have anything to do with this , other than docking in Fuchal. The ship was in the midst of a virus issue and underwent a chlorine deep clean of all the ships plumbing in Tenerife the day before we left for home. This entailed getting nearly all the passengers off the ship and onto a complimentory tirp (10 coaches I counted). New passengers where boarding in Tenerife when the trip got back to the ship. More chaos ensued as both sets of passengers had to board through the same gangway. The next day the Captain announced to the new passengers not to believe what had been posted on social media in the UK about the virus onboard, but said it had been mostlikely been brought onboard by previous passengers on a previous. cruise. What a cheek !! Why did it take nearly two weeks to deep claen the ship!!!! Food was abismal, luke warm at best. Bacon at breakfast could have been used to tile a roof it was that hard and overcooked. I didn't fancy complaining about the food as you never now how upset the cooks can get!! Waiters where cleaning tables in the self service restaurants with spontex cloths and on sign of them using antibacterial even though the passengers were religiosly using and being prompted to use the hand sanitisers. The cabin flooded on Wdnesday night along with many more at various times throughout our week (good, sorry bad news travels fast in lifts). Hense the eventual deep clean. TUI GET RID OF THIS TUB ITS A NIGHTMARE NOT A DREAM!!! Read Less
14 Helpful Votes
Sail Date: December 2017
We chose this cruise in order to celebrate the new year in style (sic) and particularly to witness the fantastic firework show which is put on in Funchal, Madeira every year. That was very much worth experiencing but unfortunately the same ... Read More
We chose this cruise in order to celebrate the new year in style (sic) and particularly to witness the fantastic firework show which is put on in Funchal, Madeira every year. That was very much worth experiencing but unfortunately the same cannot be said of much of Marella’s own contributions to the trip. Other reviewers have already highlighted the poor quality of the food onboard, the amateurish nature of the entertainment and the generally shabby condition of the ship. But what we found most unacceptable was the lie which was repeatedly peddled in the announcements from the Captain and Cruise Director that the enhanced sanitation regime which was in force - extending to draining the pools and withdrawing the supply of lemons and olives in our gin and tonics and martinis - was just a precaution recommended by head office to reduce the spread of coughs and colds brought over by passengers from the UK when it was patently obvious that a gastrointestinal virus was already rife in the ship from which many onboard were succumbing and which ultimately afflicted my wife. Read Less
8 Helpful Votes
Sail Date: December 2017
IF YOU ARE CONSIDERING USING THE MARELLA DREAM - PLEASE PLEASE THINK AGAIN. How could this ship be allowed to leave port when it was in the grip of a sickness virus. Many customers were confined to cabins. Marella demonstrated absolute ... Read More
IF YOU ARE CONSIDERING USING THE MARELLA DREAM - PLEASE PLEASE THINK AGAIN. How could this ship be allowed to leave port when it was in the grip of a sickness virus. Many customers were confined to cabins. Marella demonstrated absolute disregard to passengers health and safety. NO deep cleaning was performed. The service on this ship was absolutely appalling. Staff failed to serve customers in a timely manner. They were highly unprofessional and downright unfriendly at times. The drinks were simply the lowest quality available. Any drinks with tonic were just flat sweet water. When dining in the restaurant, the table was only prepared once in 7 nights, dining was simply chaotic. Our cabin 4032 was flooded from the toilet in the bathroom. Marella simply refused to give us an alternative cabin. Our access to the cabin was severely restricted because of blowers being installed for 2 days. Carpet was stinking and still not dry when we left on the Friday. Read Less
6 Helpful Votes
Sail Date: December 2017
We chose this cruise for the Madeira fireworks as we have been previously how I wish we hadn't, The ship is old but we have cruised on her 5 times and had no problems. Cabin- this was clean and suitable for us for the duration of ... Read More
We chose this cruise for the Madeira fireworks as we have been previously how I wish we hadn't, The ship is old but we have cruised on her 5 times and had no problems. Cabin- this was clean and suitable for us for the duration of the cruise, we didn't see the cabin steward very much. Food - The worst food I have ever had on a cruise and we have done a few including the Discovery we ate at the buffet which resembled school dinners, no presentation at the buffet all food just lying there no carved fruit or anything. This was all served to you by gloved staff which I do not mind if it prevents the bugs being spread, but the food could have been placed on your plates in a better manner not slopped on. Entertainment - this was the worst I have ever seen, the entertainment team in the Medusa were terrible apart from the one female member they preferred insulting each other thinking it was funny (NOT) than entertaining the passengers. Also when the band finished their allotted time it took ages for the next item to start not streamlined at all. The entertainment staff were standing about as if they were waiting on a sign to start any further entertainment. Bar- Tides staff were very professional and no problems getting drinks served this cannot be said about the Medusa (you would have thought that they were on two different ships) I asked for a Virgin Emotion and the server brought first of all a Gin and Water, then a Vodka and Tequila then disappeared it took an hour to get the drink I had ordered and that was when I went to the bar myself to complain, the response I received was that my accent wasn't understood by the bar waiter. Bug on Board - all passengers that we spoke to were not happy many had been floored by the so called bug (in my opinion NoroVirus) no joy complaining to reception as all staff were in denial regarding this and said that all enhanced sanitation was a precaution due to word from head office that many bugs were rife in the UK. I don't think so. I have sent a letter of complaint to Thomson, Tui Marella or what ever they want to be called and feel that all passenger's on this cruise deserve some sort of a goodwill payment due to a substandard cruise. PLEASE READ ALL OTHER REVIEWS BUT IN MY OPINION DONT GO ON THIS SHIP IF THIS IS THE MARELLA STANDARD OF CUSTOMER CARE. Read Less
5 Helpful Votes
Sail Date: December 2017
food was awful cold the choice was like being back at school in the late50 early 60 if you ate in the orion restraunt and ordered steak or lamb you had to pay 10pound if you had been on land you would have got up and walk out there was a ... Read More
food was awful cold the choice was like being back at school in the late50 early 60 if you ate in the orion restraunt and ordered steak or lamb you had to pay 10pound if you had been on land you would have got up and walk out there was a sickness bug on board and alot of people were ill all swimming pools were closed but were told by staff to drink tap water the bug was on board two weeks before the ship should not have sailed it had everybodys health at risk i have allways booked holidays with thompson for years but now it is tui i dont think i will be booking any holidays with them again all they want is your money do not care for the customer making the people pay for bottle water even with bug on board i wish for a report back Read Less
13 Helpful Votes
Sail Date: December 2017
Fights: the seats were small and uncomfortable. Fights attendants seemed only interested in desperately trying to sell as much hot food, as many goods to passengers as possible. They seemed unprofessional. One of them needed to get ... Read More
Fights: the seats were small and uncomfortable. Fights attendants seemed only interested in desperately trying to sell as much hot food, as many goods to passengers as possible. They seemed unprofessional. One of them needed to get something from the cupboard above whilst the plane had just taken off and she left it open for a minute or two before she closed it – very hazardous in my opinion. Food: the decoration is very tired and unexcited. The food tasted dry and terrible. Once learnt that all food provided is frozen I realised the reason why. The restaurant on deck 4 served exactly the same food as the two buffet-restaurants, lido and sirens on deck 9 and 11, which is an absolute joke. It was very disappointing and boring to have the same food served in all three inclusive restaurants. Swimming Pools & Whirlpools: despite the weather being fantastic, during a week’s stay, we did not get ANY opportunities to enjoy the swimming pools nor the whirlpools. Every time when I tried to call the reception to ask why and when they would be open, the receptionists always gave me very rude and patronising answers. They always informed me they were waiting for the captain’s direction on when they would be open which never happened. Reception: what a sorry excuse of a reception it was. The staff were very rude. I asked for ice for two times on two different days – on neither occasion it was delivered even though I made it crystal clear that I would like them now please. They hang up on me on the second day when I asked for ice. When I called asking when the swimming pools would be open they hang me up once again – RUDE! On the last day upon requesting our bill, I discovered a sum of 7.80 pounds was falsely charged on my bill and it took them a while to sort it out for me. Ports: we did not get the opportunity to go ashore on Porto Santo as planned. We wasted a full day’s time and our money on board. All because the captain decided it was not safe to carry out the tender boat operations. Whilst we could see clear sky, beautiful sunshine and no wind at all on the top deck. At Arrecife, we had to walk 30 minutes fairly speedy without any stop just to leave the port – an absolutely waste of time when you have not got very long for your stop. Cabin: The cabin is always very dirty. As the rest of the cruise ship it got a dusty smell – that kind of smell you’ll discover if the carpet has been left without deep clean for a very long time. It was small. The toilet was not smartly positioned. You cannot position your legs in front of you when you sit on it. Rather, you have to bend them at a very uncomfortable angle. The air-conditioning was extremely irritating – either you got boiled alive or it made monstrous sounds that one could not possibly fall asleep. I called the reception several times on the matter and they falsely sent an engineer twice so we were forced to wake up at about half eleven – very unprofessional. On another night, the door was mysteriously opened by itself – lack of security! The bed sheet and cover weren’t changed often and they were still very dirty even if they were changed. My girlfriend’s skin is sensible so she would get rash and itchy feeling if she sleeps on dirty bed sheet. She spent nights scratching and could not sleep. Library: the collection of books is appalling. Any charity shops would have more and higher-quality books than this. The air condition in the library (Browser’s Corner as it is called on the ship) is always freezing. Staff: some of the staff are extremely rude and unprofessional. Besides the aforementioned receptionists, one of the staff walked in Lido as I was walking out with one hand holding a plate full of food and another holding a glass of water. Not only did he not opening the door for me but he slammed the door in my face causing the water split on me. There was another member of staff who was at the exit of the cruise ship, he was shouting at us to get back as he did not get captain’s announcement that it was ready for passengers to get ashore. We were just standing there quietly waiting. Apparently, it was not acceptable in his opinion. Card Room: As we did not get on Porto Santo we decided to play chess in the card room but we were interrupted by some commercial saleswomen who demanded us leaving because she booked the room for some sort of presentation for another cruise line – totally unbelievable. Activities and Entertainment: lack of them. A few bands who played were disappointing. Some others involved staff shouting in desperate attempt of cheering the crowd up and using phrases such as “chaps” as if this was a school playground. Lack of manner and respect. Lack of facilities on board as well. Excursions: Very few options and over charged. We went on a “Cable and highlights of Funchal” excursion. Such a disappointment – we visited a tiny church, a botanic garden which was a little bigger than your average back garden in Britain and we were drove endlessly back and force an avenue with the tour guide constantly gave us useless information such as there used to be something here etc. We stopped at a shop at last and we were offered to taste some wine. Well the tiny bit we were offered could not even possibly to feed a thirsty ant and we felt as if we were forced to spend our valuable time at a stereotype, lack-of-character souvenir shop. It was such a shame as we explored Funchal on our feet before the tour and we really enjoyed it. Should have gone on our own for the whole stay. Lifts: lack of them. You had to wait centuries before one arrives and only if you are lucky you would get one which has space. Read Less
8 Helpful Votes
Sail Date: December 2017
Package cruise. Very poor standards. Cabins lacked facilities and not checked. Fridge found to have yoghurt in it since dec. No flannels and rooms to be very hot. Kettle not working. Shower was a nightmare to use. Lifts were slow and not ... Read More
Package cruise. Very poor standards. Cabins lacked facilities and not checked. Fridge found to have yoghurt in it since dec. No flannels and rooms to be very hot. Kettle not working. Shower was a nightmare to use. Lifts were slow and not many of them. Risk of infection very high with virus, trying to play it down. Deep cleaning done as we left ship. Swimming pools closed due to sanitation, should have been told. Food very poor, dried out, and no choice. Food was not always hot. Drinks included package was not what you think either. Extras to pay and no menus of drinks around. Not a lot of trips organised. Ports not bad. Paying for a safe? Never done before on cruise ship.Also had to have been the most temperamental safe to use. Very tired looking ship even though has been overhauled. Would not recommend cruise line. We were glad to leave. Read Less
8 Helpful Votes
Sail Date: December 2017
On arrival at the port to board the ship we were met with quite another set of Tui reps. The first one was serving orange drink, no eye contact and no offer of a drink, when I mean serving what I mean was stood behind a table loaded with ... Read More
On arrival at the port to board the ship we were met with quite another set of Tui reps. The first one was serving orange drink, no eye contact and no offer of a drink, when I mean serving what I mean was stood behind a table loaded with drinks. We asked for one as it was hot and was given a drink. This guy didn't want to be serving as he was really flat and not attentive at all. We went to the second desk and the girl their had envelopes and she was quite rude to the people before us and I over heard her saying "how can I be expected to know what flight you're from" not sure of the full detail but nevertheless it could not be described as warm or welcoming! She was indeed abrupt, maybe a bad day and we thought that it was hot and we didn't think anything of it? We then preceded to the ship "The Marella Dream" we were quite excited as we had cruised before a couple of years ago on the Thompson Majesty and had high expectations of our upcoming week. We got to our cabin and although small and quite old and tired we were of course aware that we had booked an inside cabin and had lowered our expectations slightly and thought we would make the most of it. We freshened up and went for a walk round - that's when we noticed that all wasn't as it should be. We noticed that the pools were covered up with orange nets? We thought how odd? The pools were never opened on our holiday, and we learned that they were closed the weeks before and they are still closed now … The buffets (both of them) served exactly the same foods? We thought how odd this was? We thought that we would try the food and found it very bland and similar to a works canteen. The food was served to us by staff in the buffet once we offered our plate. When you did this you returned to your table to find a pile of food on top of each other in the centre of the plate, not very appetising at all. We left our food as it wasn't nice, bland and not palatable. We then began asking others about their experience and was very shocked to be told that the ship was currently in the middle of a Norovirus outbreak and "Special measures" were in place. On asking what these were we were told that buffets would be served, pools closed and heightened hand sanitising was being implemented across the ship. We knew nothing about Norovirus and also was not informed of this before we boarded, as clearly this was an ongoing problem that the ship had! Further checking on the Facebook Pages I was getting very concerned as to the horror stories that were unfolding about people who had just got off the ship and those that were on it dealing with sickness and diarrhea . Lots of older people looking dreadful and ill. Not very conducive to a relaxing holiday. We persevered through the ordeal and began to see for ourselves the dreadful conditions of this tired old ship. Dirty toilets, washrooms, poor canteen style food being served in the buffets. The drinks seemed watered down to us and on asking for a gin and tonic were served a soda water and tonic? On taking it back to the bar the barman said "oh I thought it had ran out"? Very poor indeed. As were had a week we were determined to make the most of it but then the stomach pain started in my partner? We went to the doctors below deck and were seen and advised to have an enema?? My partner suffered with stomach pain for 4 days of our stay on this and could not go to the toilet? As I started this communication saying our cabin was a little tired…. I began to notice that it was not only tired but filthy and below standard to. Ros (my partner) went to reception to report the poor conditions and to report the shower that had a broken hose. The broken hose was fixed that day but nothing else. I went to reception to complain about the conditions but no action. I then decided to post some pictures on the Marella Dream Facebook page. This certainly promoted some action (albeit far too late on our last night). I include the pictures as they really speak for themselves and do not represent TUI well at all and are a clear illustration that we were given a cabin that was substandard and filthy, including the pubic hairs that were on the corners of the floor and walls as illustrated in the photo's. A Serious a health hazard. As I had said my partner raised the alarm at reception (as I did) and on one occasion this was around the lack of hairdryer in our cabin. Not only did the person not believe her as he had to come look for himself? He must have thought that it was ok to have live wires behind masking tape (where a tile was missing) then the tape painted the same blue as the tile? Completely shocking and dangerous. On the Thursday afternoon I went back to the cabin for a nap. I noticed that the "trap" below the sink had been replaced? I noticed that the hole in the wall covered up with tape hiding live wires, had been repaired with a new tile fitted instead of tape? I thought finally someone has listened and done something? The power of my Face Book Posts. I returned above deck to see my partner and let her know that cabin had been attended too. When we both returned to the cabin we noticed a letter from Hotel Manager inviting us to see them at 7.00pm to discuss our cabin. As we had dinner booked in Mistrall at 7.00 I thought I would ask the waiter at Mistralls to kindly let hotel manager that 8.00 would be more convenient for us? We dined in the Mistralls as I have previously said the buffet food we thought was awful. Orion was marginally better but being given stale bread more than one occasion, we found the only descent food on the ship was in the pay restaurants (or indeed off the ship). At 8.00pm we went to reception and awaited to see the person who invited us? We were then greeted by two women who invited us to an office to see Hotel Manager. We followed them…. We were shown into an office and were greeted by a uniformed man who told us that he was hotel manager. I shook his hand and he replied "we shouldn't do that?" he then preceded to walk to a bucket of chlorine and dip his hands in? Without explanation apart from keeping clean? He then sat behind his desk and I was expecting an apology? How wrong I was? He opened the meeting (as he was clearly annoyed) with asking why I had posted such pictures on facebook? I explained that it was not a secret. His manner was aggressive and not apologetic in the slightest. He was clearly very annoyed with me and he showed it. He demanded why I had posted the pictures….. I then told him that how unhappy I was that he had not even started with an apology? He then said well I apologise? DO YOU ACCEPT IT! This was bullying and intimidating to say the slightest. I then very firmly told him what I thought about his treatment of me and my partner and that he had let the ship down , his staff down and above all his passengers. His systems, processes and procedures, that he was in charge of has resulted in my holiday being ruined and our enjoyment of such lost. His attitude was rude, aggressive and I was not going to tolerate that. When I told him what I thought of him, the ship and the conditions (that he was responsible for, as Hotel Manager) I asked was there anything else I could help. Him with? He said "no" so we got up and left. I will not be bullied or intimidated by your employee (Hotel Manager). This was shocking and I have never witnessed anything like this before. If he had opened the meeting with an apology, this would have indeed calmed the situation. Instead an accusatory tone and words, almost demanding an apology from me for posting on an open facebook page of filthy disgusting pictures of my cabin. The whole holiday was ruined and is unacceptable. We have cruised before with Thomson and it is certainly apparent that standards have slipped and are now unacceptable. Read Less
2 Helpful Votes
Sail Date: December 2017
As many reviews have mentioned this was an awful experience. Food tasteless, repetitive, luke warm and overall disappointing. The only meal we really enjoyed was in Stones Restaurant. Waiting staff couldn’t have been more attentive ... Read More
As many reviews have mentioned this was an awful experience. Food tasteless, repetitive, luke warm and overall disappointing. The only meal we really enjoyed was in Stones Restaurant. Waiting staff couldn’t have been more attentive and food was delicious, pay extra for this but was worth it. Stomach bug was rife, crew spraying corridors at night wearing protective outfits. Can’t believe we managed to escape this old rust bucket without catching something. Made sure we all used hand sanitizer every time we passed one and knuckles to press lift buttons etc. Surely warnings should have been given so people could take more precautions, lack of information only added to spread and ruined people’s holidays. Swimming pools were all freezing cold so no one was using them. When they were closed down due to sickness/ diarrhoea it was no inconvenience. Not much for children to do, luckily we had younger children with us so were not independent. Had they been older boredom would have been awful for them on ship. Overall this was not a positive experience. Port visits were highlight of trip, particularly Madeira. We got a local taxi to take us round parts of island, very informative and friendly. Read Less
2 Helpful Votes
Sail Date: December 2017
This is the worst cruise we have ever had in all our days of cruising. The first 2 nights our room thermostat was broken and it was freezing, when it was fixed it went the other way and was really hot, finally a new one was put in. ... Read More
This is the worst cruise we have ever had in all our days of cruising. The first 2 nights our room thermostat was broken and it was freezing, when it was fixed it went the other way and was really hot, finally a new one was put in. The 4th night the toilet overflowed and raw sewage was all over the floor. Our cabin was on deck 7 and at the rear of the ship, wow the ship just vibrated and everything in the room just vibrated all night, the only time it stopped was when we were in port. We were right under a nightclub, and fair enough the band stopped at midnight, then it was the turn of the disco till 3-4 in the morning, if you go stay away from that area. When the ship was in port most days the crew would do there duties, like painting and so forth, but a needle gun chipping the old paint off and a angle grinder making all that noise, it was like being at work. The worst bit for me was on the morning we had to leave the ship, I must have eaten some thing odd, we left the ship at 8-30 and our flight back was at 12-40, we took off and I couldn't wait to go to the toilet, I spent most of the journey home in the toilet being sick and diarrhoea, spent 4 days in bed and the doctor said it was food poisoning. This was all told to TUI in a e-mail and the reply back was what I expected, in so many words of quoting " the terms and conditions" nothing can be done, SO SORRY, and you can get sick on holiday, so they say. My advice stay away from TUI . cheep yes but can be nasty James Read Less
10 Helpful Votes
Sail Date: December 2017
Been on previous xmas cruises with fred olsen which was 5 star ,also been on previous cruise with thompson dream . The moment we stepped aboard marrella dream we all felt that things were not as we expected ,, we travelled up the lift ... Read More
Been on previous xmas cruises with fred olsen which was 5 star ,also been on previous cruise with thompson dream . The moment we stepped aboard marrella dream we all felt that things were not as we expected ,, we travelled up the lift to our cabins and spoke to a fellow passenger who remarked without prompting that cut backs were evident throughout the ship ,that was not the welcome we expected .. following on we have to agree with the comments made in the lift , the restaurant food menu was dreadfull ,and was best to be avoided , the food in the lido was better .. The entertainment was mediocre,unless you wanted your eardrums bursting with the awfull loud music . On our last day iwent down with the dreaded nori virus and received little sympathy from the medics ,who incidently demanded payment for their services , i was seriously ill along with many others on board ,and as a consolation we were give a free pill to take ,i managed to get on board the shuttle bus and into the airport whereupon i was violently ill and collapsed and required assistance to board the aircraft .. Previous cruises we have been on the standards of hygiegn have been high , not so on marrella dream , so,,never again tui . You must do better . Read Less
9 Helpful Votes
Sail Date: December 2017
Our first cruise - disaster I was so ill. Would like other reviews of this Christmas/New Year cruise. Did you have gastroenteritis? Not warned before we embarked? My ratings would come out good but awful sickness should we have been told ... Read More
Our first cruise - disaster I was so ill. Would like other reviews of this Christmas/New Year cruise. Did you have gastroenteritis? Not warned before we embarked? My ratings would come out good but awful sickness should we have been told before our holiday of real problems on this ship? We were pleased with the cabin pity no toiletries provided just horrible soap dispenser over bath. TV awful particularly as locked away for two days! The evening meals in Orion were very good because we had excellent waiters who looked after us. Breakfast in this restaurant was a disaster - see other reviews- good job these guys were not on in the evening! Entertainment in evening good these guys worked really hard? Other activities not great. Lack of sun beds round pool - no wonder bugs spread quickly. Pools and jacuzzi closed second week because of problems. Glad we booked shore excursions with our local store. The girl we dealt with onboard only interested in selling excursions absolutely NO HELP with any other queries. When feeling better we did our own trips to Costa Teguise in Lanzarote and local bus to Maspalomas in Gran Canaria. We paid a LOT of money for this our first cruise what a disappointment were we so unlucky? Read Less
Marella Dream Ratings
Category Editor Member
Cabins 4.0 3.9
Dining 3.0 3.9
Entertainment 4.5 4.0
Public Rooms 4.5 4.0
Fitness Recreation 3.0 3.4
Family 3.5 3.4
Shore Excursion 4.0 3.6
Enrichment 2.0 3.4
Service 4.5 4.3
Value For Money 4.0 3.6
Rates N/A 3.9

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