Cruise Line Reviews on Trustpilot

[Arbalest123]

I am new to this forum, have never been on a cruise, but am thinking of doing so.

What concerns me are the quite dreadful reviews that appear on Trustpilot for all the Cruise lines, even the super luxury lines like Silversea or Regent 7 Seas.

If the consistently low ratings and reviews that appear on Trustpilot are to be believed then I would be well advised to never go on a cruise!

I would be very interested to hear the thoughts of other members of this forum; are all these Cruise lines as bad as the reviews suggest?

Thanks in advance to all who take the trouble to respond. 

[GeezerCouple]

We've been on quite a few cruises on several different cruise lines.

 

I never heard of "Trustpilot"; don't remember reading about it here before.

What is it?

 

GC

[MCC retired]

Never heard of it either . 

[Mike981]

I use Trustpilot as one of many sources for information reviews. Remember that most people are going to put a review on a site like that are most likely upset about something.

[Arbalest123]

In answer to the first 2 Responders Trustpilot is an online forum for consumers to provide commentary and feedback on all manner of different businesses, similar sort of principle to Tripadvisor. I'm pretty sure that it is not confined to the UK and covers the US too.

Google them and read all the terrible comments about all the different Cruise lines (Celebrity, MSC,

HAL, Norwegian etc) they all get consistently slated! 

[GeezerCouple]

8 minutes ago, Arbalest123 said:

In answer to the first 2 Responders Trustpilot is an online forum for consumers to provide commentary and feedback on all manner of different businesses, similar sort of principle to Tripadvisor. I'm pretty sure that it is not confined to the UK and covers the US too.

Google them and read all the terrible comments about all the different Cruise lines (Celebrity, MSC,

HAL, Norwegian etc) they all get consistently slated! 

 

No thanks! 😉 

And by the way, welcome to CruiseCritic! 🙂 

 

If/when we look for online reviews, we'd try to focus on places that specialize in the type of good or service.

And even then, as mentioned above, people are usually more likely to take the time to complain rather than to praise.

 

And I'd like to take a moment to all:

Please DO try to mention the praises as well as the complaints.

 

We sometimes will send an email to a Corporate HQ about someone who went above and beyond.  We almost always get a response, usually with "sincere" thanks (yup, it's probably a form letter, but sometimes someone went to the trouble of mentioning some specific we mentioned).

 

We started doing this when, a long time ago, I had a "Cellular One" (ah, memories!) rep who FINALLY fixed an ongoing and very troublesome problem.

I wanted to compliment her to her supervisor, so I said (without thinking, obviously), "May I please speak to your supervisor?"  DEAD SILENCE!  I suddenly realized that she must have wondered why I wanted to complain about her!

So I quickly said, without waiting for any comment from her during that silence, "I'd like to pass along a compliment about you; I'm so grateful for your help with this..."  I could hear her letting her breath out!

That supervisor was a bit chatty, and at the end, mentioned that this rep would be invited with all other reps who "got a compliment from a customer" to the "monthly awards luncheon", where they'd get recognition and some sort of special compensation. Who knew!?

 

Just a few days ago, DH did the same for a rep at another vendor, and he was told that it would be put into the reps file AND also would result in some other compensation.  (We usually do not hear anything about that.)

 

Apparently those praises are quite special.

 

And after sending an email to CVS HQ about an unusually pleasant head pharmacist, with a comment about how he must be carefully hiring similarly pleasant people, that the entire store was so nice that we drove beyond the closest CVS, etc...

... about 3 weeks later, when we were in to pick up an Rx, and he asked for the name, as soon as I gave my name, he stopped, grinned ear to ear, and said how happy he was to hear we were pleased with the service.  He still goes out of his way to greet us if he's on duty and notices us in the store, even if we aren't right in front of him.

 

Sorry for the digression.

We are VERY likely to file a complaint when due, but we therefore feel we should also give credit when due...

 

GC

[Arbalest123]

8 minutes ago, GeezerCouple said:

 

No thanks! 😉 

And by the way, welcome to CruiseCritic! 🙂 

 

If/when we look for online reviews, we'd try to focus on places that specialize in the type of good or service.

And even then, as mentioned above, people are usually more likely to take the time to complain rather than to praise.

 

And I'd like to take a moment to all:

Please DO try to mention the praises as well as the complaints.

 

We sometimes will send an email to a Corporate HQ about someone who went above and beyond.  We almost always get a response, usually with "sincere" thanks (yup, it's probably a form letter, but sometimes someone went to the trouble of mentioning some specific we mentioned).

 

We started doing this when, a long time ago, I had a "Cellular One" (ah, memories!) rep who FINALLY fixed an ongoing and very troublesome problem.

I wanted to compliment her to her supervisor, so I said (without thinking, obviously), "May I please speak to your supervisor?"  DEAD SILENCE!  I suddenly realized that she must have wondered why I wanted to complain about her!

So I quickly said, without waiting for any comment from her during that silence, "I'd like to pass along a compliment about you; I'm so grateful for your help with this..."  I could hear her letting her breath out!

That supervisor was a bit chatty, and at the end, mentioned that this rep would be invited with all other reps who "got a compliment from a customer" to the "monthly awards luncheon", where they'd get recognition and some sort of special compensation. Who knew!?

 

Just a few days ago, DH did the same for a rep at another vendor, and he was told that it would be put into the reps file AND also would result in some other compensation.  (We usually do not hear anything about that.)

 

Apparently those praises are quite special.

 

And after sending an email to CVS HQ about an unusually pleasant head pharmacist, with a comment about how he must be carefully hiring similarly pleasant people, that the entire store was so nice that we drove beyond the closest CVS, etc...

... about 3 weeks later, when we were in to pick up an Rx, and he asked for the name, as soon as I gave my name, he stopped, grinned ear to ear, and said how happy he was to hear we were pleased with the service.  He still goes out of his way to greet us if he's on duty and notices us in the store, even if we aren't right in front of him.

 

Sorry for the digression.

We are VERY likely to file a complaint when due, but we therefore feel we should also give credit when due...

 

GC

 

[Arbalest123]

Thanks for the welcome. I absolutely agree that praise is important when it is deserved.

Indeed some of the comments on Trustpilot are complimentary about different Cruise lines, but the vast majority are complaints. Hope your 'retiree training' (which I assume partly refers to cruising) is going well.🙂

[mom says]

Where exactly on that site can one find Cruise ship reviews?. I could not see a Cruise section in their Travel and Vacation category

[YourWorldWithBill]

Just now, Arbalest123 said:

Thanks for the welcome. I absolutely agree that praise is important when it is deserved.

Indeed some of the comments on Trustpilot are complimentary about different Cruise lines, but the vast majority are complaints. Hope your 'retiree training' (which I assume partly refers to cruising) is going well.🙂

If you read through any of the threads for the various cruise lines on Cruise Critic, you will find that a very high percentage of those posting here love cruising! I follow about three threads, and most people are constantly praising the line. The criticisms are often by those who have cruised a lot and are disappointed with some particular issue. It doesn't mean they would prefer to do something else.

 

Since we started cruising we never looked back. Maybe the food on one line is better than another line, but maybe we like that one's itineraries. Once in a while someone gets irritated at their favorite line and tries another line, but it's remarkably rare that you find anyone who doesn't want to cruise anymore. That should tell you something!

[Arbalest123]

19 minutes ago, mom says said:

Where exactly on that site can one find Cruise ship reviews?. I could not see a Cruise section in their Travel and Vacation category

Just enter the name of the Cruise line in the search bar (eg Celebrity Cruises) and you will then be presented with a few options to click on (eg Celebrity.com or Celebrity.co.uk)

[LHT28]

In the past  3 yrs  a lot of bad reviews on all line   some good reviews also

 Like they say  if people have a bad experience  they will  make sure everyone know about it   but those that have a good experience  just  do not shout about it

I would also read through the review here

https://www.cruisecritic.com/cruise-ships/

 

No cruise line is perfect

[ceeceeDee]

As others have said, people are very quick to complain and not so quick to praise. I've read disparaging reviews from people who have been on the same ship on the same cruise as we were, complaining about just about everything. I'm left scratching my head wondering if I am in a parallel universe! Rude crew (we found them extremely efficient, accommodating and pleasant), shabby room (we were in the same category and it definitely wasn't shabby), disappointing food (we ate at the same restaurants and were really happy with the food and we are reasonably fussy), not enough to do (really?!!!), it was really rough (hardly the cruise line's fault - it's the ocean, not a mill pond. We had a forward cabin (not an ideal location if you get motion sickness) and apart from the occasional lurch, nothing to write home about), it was a floating nursing home (ok, a lot of folk used walkers - not us, we're a tad younger than that - but so what?  Yes, you might get stuck behind them in the corridor but what's an extra 60 seconds to get to the lift lobby, you don't have a bus to catch), kids running up and down corridors (granted, a bit annoying but that's kids). So don't be put off by keyboard warriors nit picking everything. I'm sure some people spend the entire cruise actively looking for something to complain about and taking notes so they don't miss anything! Take a good time with you and that is exactly what you will have. No ship or cruise line is perfect and everyone has different expectations.

[cruisemom42]

Trust Pilot is very well regarded in the UK, so I can somewhat understand the OP's concern. 

 

I'm not sure why, but cruising in general seems to be a polarizing experience. When things go well, they go very, very well. When things don't go so well, the cruise lines don't always cope well with the problem/issue.

 

I haven't looked at the site for cruise lines, but I know a couple of UK tour providers who I regularly use have stellar reviews on Trust Pilot, so it's not solely a matter of most people posting negative reviews. It could be more related to the fact that (I would assume) most of those submitting reviews are British, and the British are not as familiar with what to expect from the cruise experience. 

[fruitmachine]

7 hours ago, cruisemom42 said:

I haven't looked at the site for cruise lines, but I know a couple of UK tour providers who I regularly use have stellar reviews on Trust Pilot, so it's not solely a matter of most people posting negative reviews

Many (UK) businesses with an online offering actively solicit reviews on Trustpilot with an email or two after delivering their product or service and proudly display their rating on every interaction.  Those that do are much more likely to get a more balanced set of customer reviews compared to a business that does not prompt, where it's likely just those with a bad experience vent their anger & frustration.

 

 

[herbanrenewal]

14 hours ago, GeezerCouple said:

-----

We are VERY likely to file a complaint when due, but we therefore feel we should also give credit when due...

On cruises I take a photo of the people I'm particularly impressed with - including their name tag. Then when I write a compliment I have the name and spelling correct. Drop a compliment form to their supervisor while on the cruise, and for exemplary service I'll write to corporate.

[Mike981]

FWIW consumer advocate (I'm not sure what to call him) Clark Howard did a review on Trustpilot. He felt it was mostly a good site.

[mnocket]

20 hours ago, Arbalest123 said:

Hope your 'retiree training' (which I assume partly refers to cruising) is going well.

If this is typical of the reviews, I'd discount them as reflecting stereotypes of cruisers spoken by people who have never actually been on a cruise.

[Toofarfromthesea]

In general I think it is better to get reviews about "specialty" things from a more focused place.  For example if I want info and reviews about smokers I am going to go to one or more smoking sites, not Consumer Reports.  Trustpilot can be a very good website but less than ideal for cruise reviews.

[StollyBolly]

Whenever I read reviews when booking a hotel or restaurant, I often wonder if people went to the same place.  I think complainers are better at posting.  Happy people just carry on.  
 

That aside, let’s talk cruising.  You’ve never done one.  I don’t know your age or what you’re prepared to pay.  This forum may be a good start.  Do you have a travel agent?   If not, I suggest asking friends for one.   Cruising is very personal.  Do you like lots of activity and big or would prefer smaller with more personal service?   We are smaller ship cruisers.  Seabourn, Regent, Silversea.   Plenty for us to do in our age group.  Over 65.   Active.  Husband uses the gym.  The ports are often smaller.  
 

I could complain about something on every cruise I’ve been on if I tried hard enough.  I find more things to compliment  than complain.  In the main I’ve loved every one of them.  
 

Try it.  Good luck.  

Edited August 8, 2023 by StollyBolly

[Arbalest123]

1 hour ago, StollyBolly said:

Whenever I read reviews when booking a hotel or restaurant, I often wonder if people went to the same place.  I think complainers are better at posting.  Happy people just carry on.  
 

That aside, let’s talk cruising.  You’ve never done one.  I don’t know your age or what you’re prepared to pay.  This forum may be a good start.  Do you have a travel agent?   If not, I suggest asking friends for one.   Cruising is very personal.  Do you like lots of activity and big or would prefer smaller with more personal service?   We are smaller ship cruisers.  Seabourn, Regent, Silversea.   Plenty for us to do in our age group.  Over 65.   Active.  Husband uses the gym.  The ports are often smaller.  
 

I could complain about something on every cruise I’ve been on if I tried hard enough.  I find more things to compliment  than complain.  In the main I’ve loved every one of them.  
 

Try it.  Good luck.  

Thanks for your  response. I'm early 70's and most definitely do not want the sort of high energy 'theme park' experience with umpteen thousand passengers and kids running amok that some cruise lines seem to offer. The smaller ship luxury end of the market that you seem to favour is much more appealing to me. However these sort of cruises do not come cheap and an additional problem for me is that I will be cruising solo which seems to work out very expensive with up to 100% single supplements. Fair enough for the cabin (stateroom) where I don't object to paying double; but when it comes to the meals and other included items it seems a nonsense to have to pay for my non existent second passenger. It was because of the potential high cost for me in booking a cruise that I raised the subject on this forum of all the negative feedback on Trustpilot. 

Out of interest have you sailed at all with Viking as they seem to fit the sort of profile that I am looking for? 

 

[StollyBolly]

6 minutes ago, Arbalest123 said:

Thanks for your  response. I'm early 70's and most definitely do not want the sort of high energy 'theme park' experience with umpteen thousand passengers and kids running amok that some cruise lines seem to offer. The smaller ship luxury end of the market that you seem to favour is much more appealing to me. However these sort of cruises do not come cheap and an additional problem for me is that I will be cruising solo which seems to work out very expensive with up to 100% single supplements. Fair enough for the cabin (stateroom) where I don't object to paying double; but when it comes to the meals and other included items it seems a nonsense to have to pay for my non existent second passenger. It was because of the potential high cost for me in booking a cruise that I raised the subject on this forum of all the negative feedback on Trustpilot. 

Out of interest have you sailed at all with Viking as they seem to fit the sort of profile that I am looking for? 

 

We’ve not done Viking.  I hope you find one to your liking.  We have met solo travelers on cruises and they are always welcome to join in on trivia and meals.  Most cruisers are friendly people.   Too bad cruise lines are not more receptive to solo travelers.  
 

 

[aungrl]

1 hour ago, Arbalest123 said:

Thanks for your  response. I'm early 70's and most definitely do not want the sort of high energy 'theme park' experience with umpteen thousand passengers and kids running amok that some cruise lines seem to offer. The smaller ship luxury end of the market that you seem to favour is much more appealing to me. However these sort of cruises do not come cheap and an additional problem for me is that I will be cruising solo which seems to work out very expensive with up to 100% single supplements. Fair enough for the cabin (stateroom) where I don't object to paying double; but when it comes to the meals and other included items it seems a nonsense to have to pay for my non existent second passenger. It was because of the potential high cost for me in booking a cruise that I raised the subject on this forum of all the negative feedback on Trustpilot. 

Out of interest have you sailed at all with Viking as they seem to fit the sort of profile that I am looking for? 

 

We've sailed Viking and it's worth you checking into further, I think.  There are so many useful threads over on the Viking board that would help you determine more specifically if this is the right line for you.  From this thread, I think you'd be very happy with it, but because it does command a premium price, I'd recommend investigating further. It has no casinos, no kids under 18, no formal nights, and a very spacious passenger to space ratio.  There are some downsides; you'll see that many people are unhappy with the paid-in-full requirement, which is generally 12 months in advance and sometimes longer unless you have another cruise booked.  Things like food and entertainment are so subjective that my opinion on these doesn't matter at all; that said, we've found the food in all venues to be anywhere from very good to outstanding.  There have been some post-Covid hiccups, but that's true of all lines, it seems.  Good luck in finding the right line!

[cruisemom42]

I'm a solo traveler. Viking rarely gives a break to solos; you have to look hard for a discount when sailing with them.

 

Some other lines with smaller ships are kinder to solos. Azamara, for example, sails 700-passenger ships and offers a large number of cruises at about a 125% (double = 200%).  They attract a lot of passengers from the UK. It's a pretty low-key line that focuses on the destinations. Few kids.

 

[Toofarfromthesea]

5 hours ago, Arbalest123 said:

Thanks for your  response. I'm early 70's and most definitely do not want the sort of high energy 'theme park' experience with umpteen thousand passengers and kids running amok that some cruise lines seem to offer. The smaller ship luxury end of the market that you seem to favour is much more appealing to me. However these sort of cruises do not come cheap and an additional problem for me is that I will be cruising solo which seems to work out very expensive with up to 100% single supplements. Fair enough for the cabin (stateroom) where I don't object to paying double; but when it comes to the meals and other included items it seems a nonsense to have to pay for my non existent second passenger. It was because of the potential high cost for me in booking a cruise that I raised the subject on this forum of all the negative feedback on Trustpilot. 

Out of interest have you sailed at all with Viking as they seem to fit the sort of profile that I am looking for? 

 

 

You might have a look at the MSC Yacht Club.  Although MSC has large ships with lots of bells and whistles, the Yacht Club is an upscale experience in a ship within a ship.  It has its own lounge, upscale restaurant, and pool deck with a grill.  I've been looking at sailing solo for the first time and I haven't seen much in the way of breaks for solo cruisers.  However their prices are way below those smaller luxury line ships. 

 

And while the food and service don't meet the standard of those luxury lines, they are head and shoulders better than anything in their price class.  In addition to the private areas you get a drinks package, wifi package, priority embarcation, priority disembarkation, and priority everything in between. Plus you get butler service and your butler can escort you anywhere there are lines and take you to the front of the line, including excursion lines.  You get the privacy and uncrowdedness of the Yacht club while still having the option of sampling the wider offerings of the ship.

 

And the price is way more reasonable than you would guess.  For example I was looking at a 7-day Caribbean cruise in October of 2024 and for an interior Yacht Club cabin, even with the 100% single supplement, it was around 3500.  A balcony was about 5500.  Not cheap, but not outlandish, compared to smaller luxury cruise lines and upscale ship within a ship offerings on other consumer lines.

 

Good luck with your search and when you find what you think will fit you, have a great time.

 

Cheers!