Anonymous
map-marker Marbella, Malaga

Complaint

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Myself and my wife were on your cruise from Porto to Salamanca,21st to 29th may

Deck a,room 310.Robert and Janise ballerini

Congratulations on a lovely ship and well trained staff,from top to bottom,but you sell the cruise with top ,delicious,gastronomic meals.

I am afraid that this is not the case,whilst breakfast and lunch were adequate and plentiful,the evening meal were overall poor, and not as promised.

I was very disappointed with a few dinners.

I am making this complaint so you can address the situation,I repeat,the staff were really helpful and friendly,just the dinners are far from what one expects

I am going next month to another river cruise to Budapest,hopefully they serve dinners we deserve as customers

Roberto ballerini

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User's recommendation: On the Douro river cruise please complain if food is not what they promise in quality and expertise

Resolved
Rosemary C Usz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Dulles, Virginia

Resolved: Provide feedback from a unhappy customer regarding phone coverage assistance!

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Updated by user Sep 09, 2022

Company fixed the issue and I have been provided with partial refund. After many heated discussions and emails, a partial refund was given..

Original review Sep 09, 2022
Complaint:
Due to a funeral of a close friend we missed our flight from Dulles airport for our cruise. We tried to contact UNIWORLD on their customer support line but put on hold for over 2 hours and then disconnected.

Called back but office was closed for Labor day holiday at 12 noon PST. After finally getting through to them on Tuesday, the customer rep termed us as a "NO SHOW" and no accommodations. We argued that they facilitated this "NO SHOW" event by not answering phone and lack of customer phone coverage during the holiday.There was a later flight we could boarded and gotten to our cruise location a date late with help from customer service!

After many emails and heated discussions they agreed and gave us a partial refund for another cruise. We did rebook then same cruise for a latter date and are trying to file a travel insurance coverage claim for new flight cost, pr-assigned seats and new travel insurance coverage.
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Loss:
$6100
Pros:
  • Excellent cruise staff and service

Preferred solution: Full refund

User's recommendation: Request a 24 hour emergency contact number!

Rosemary C Usz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker York, Pennsylvania

Greatly disappointed with year long customers.

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Updated by user Sep 07, 2022

we actually heard from Uniworld and they made accommodations that we accepted

Original review Sep 06, 2022
as a loyal customer we made a big mistake arriving a day late for our flight to Portugal 9/4. Once we realized the problem we called customer service only to be put on hold patiently waiting for an agent.

2 hours later we were disconnected and the return call said Office closed. We had come up with an alternative. There was an United flight leaving for Madrid and we were hoping to catch that and catch the ship the next day. .You are now claiming us to be no show, but had you answered the phone we would not have been a no show.

Granted it was our mistake , but your poor customer service certainly contributed the problem.
I expect more service from a premium cruise line .Isn't that what we were paying for? The same premium service we have received on all the other cruises we have had with you.
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Loss:
$10000
Pros:
  • Excellent staff and accomations
Cons:
  • I do not like the customer support wait time and support hours

Preferred solution: Some kind of fair and understanding of our situations had you contributed to the message.

User's recommendation: Be careful it appears they are not what they claim to be.

Donna W Psq

Favorable

I've traveled extensively around the world, so I feel like I have a base to critique Uniworld. I've booked with the top of the line and I've booked with so so good. Previously, before my trip on Uniworld, I did my first river cruise with a friend on another cruise line No comparison. The service, the attention to detail, the food, the decor, the all inclusive program, and the staff's attitude to make your trip enjoyable went beyond all expectations on Uniworld. Not so on the other line. Needless to say we've booked another trip on Uniworld coming up in Oct.. You won't be disappointed if you book with Uniworld.
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Reason of review:
Good customer service
C G Kio

"Peace of Mind" does not Exist

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I am concerned about what appears to be misleading advertising in Uniworld’ s River Cruise brochures, and online advertisements. I chose the Uniworld River Cruise, having never been on a river cruise before, because of the Reviews and Awards Uniworld had received, for the itinerary offered, and more importantly because of the Terms and Conditions, in particular the additional offering of the available purchase of the “Peace of Mind Program”. I wanted to purchase the program simply because of the itinerary and the fact that Egypt has sandstorms in the spring, and there is always a possibly of disruption and delays given the particular location of our tour. This cruise is to be a first time River cruise, although we have travelled on many cruises before. We are traveling to Egypt on the River Tosca. I purchased the cruise in February 2018, as a University Graduation Gift for my son. My son is graduating with a degree in Ancient History and Archeology. He is pursuing a career in Heritage Law next year. Thus, the significance of the Egyptian itinerary. My concern is that Uniworld River Cruises has been advertising since I booked in Feb, 2018 the availability to purchase the Peace of Mind Program for an additional fee. This program touts itself as "safeguarding your vacation investment" and can be added up to 30 days prior to the cruise-tour start date". On December 3, 2018 my travel advisor was told by “Ben” at Uniworld that I was able to purchase the Peace of Mind Program up to 30 days before the start date of my tour. The second week of January, I was ready to make my purchase for the Peace of Mind program and my travel agent was turned down saying the program no longer existed and without further explanation. I pursued and contacted my Senior Travel Advocate to look into this further. He pursued this to the District Management Level at Uniworld, and again we were turned down. There has been no reason given for dropping the program, except to say that the program was dropped in December 2018 . Today I am really struggling with the ethics of Uniworld, in particular Page 05 of the 2019 Boutique River cruises Brochure entitled “Your deserve a masterpiece”. I certainly feel I have made a poor choice when there are so many other river cruise lines to choose from. I have worked in many areas of customer service for 30 plus years, and was taught from a young age to respect customers and honor your mistakes. If the sale sign is still up, you give the customer the sale price to generate good will. If the Peace of Mind program is advertised, up until 30 days before departure you honor the customer’s request to purchase it. I simply wanted "Peace of Mind" and instead I have been left uneasy. It is very obvious that Uniworld does not feel its customers "Deserve the Best". Page 05 of the 2019 Brochure states "Throughout this brochure, you'll read about the many promises. Promises to provide you with...A promise to go above and beyond to make sure even the smallest details are exactly the way you'd like them to be"..."Everything included in the following pages is our pledge to you to deliver a travel experience beyond compare." I certainly feel from these published words that Uniworld has no intention of standing by its “Promises” motto. In fact I am wondering if this is simply a ruse used to falsify a person's hopes. I truly feel others should know about this misleading information, and I caution you to carefully consider whether you will have "Peace of Mind" when you book with Uniworld River Cruises.
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Loss:
$169
Cons:
  • Brochure terms and conditions not fulfilled
Reason of review:
Not as described/ advertised

Preferred solution: Deliver product or service ordered

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