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River Voyages Reviews

4.8 Rating 1,966 Reviews

97 %

of reviewers recommend River Voyages

Company Reviews

4.8

Based on 1,966 reviews


Shipping & Delivery
Delivery Methods	Postal Service
On-time Delivery	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

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0800 197 0854

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River Voyages 5 star review on 12th November 2023

River Voyages 5 star review on 14th August 2023

River Voyages 5 star review on 1st May 2023

River Voyages 5 star review on 13th April 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I never got the chance to enjoy my River Voyage due to the virus. I have eventually been refunded the cost of the cruise but not the deposit which was in your hands for over a year. I told the agent who phoned me that I no longer had the original credit card and I am now suspicious that she did not take a note of that. Achieving a refund is like getting blood out of a stone! WOR 67017”

Posted 3 years ago

“We received an email on 13/03/020 telling us our river cruise had been cancelled and we requested a refund. Our cruise was beginning on the 04/04/2020. I called them on 22/05/2020 as we had not received our refund. We were assured that our refund was put to the front of the queue. We are still waiting on 02/06/2020. I am on hold (over 2 hours so far after being cut off after the first 55 minutes) after calling them. I think this is unacceptable. I feel that I am being fobbed off and am finding it impossible to get hold of this company to get my money refunded.”

Posted 3 years ago

“The representative we dealt with was having a bad day. Firstly we were asked to pay extra for two additional days in Prague but we pointed out that the stated itinerary included two days in Prague. Secondly we were told that we had to pay an extra £50 for our transport to the airport as we were seven miles over the limit of 100 miles. When we said that there was no mention on the website of this limit the £50 was not added. Finally we asked about the possibility of staying at hotel the night before our flight and were offered two hotels at £65 per person per night. This was declined as we could find on "Holiday Extras" a double room in a good hotel for under £65 for two people. A disappointing experience.”

Posted 4 years ago

Dear Mrs Booth we are sorry to hear you are disappointed with your booking experience, Gillian is a highly experienced sales concierge and advised correctly that there is an additional cost for the extra mileage which we paid for , with regards to your hotel we have a policy of only booking tried and tested 4* hotels as a minimum standard. Once again thank you for your feedback, we welcome feedback whether positive or not as that helps us to address areas of concern. Please do not hesitate to contact us should you wish to discuss this matter further.

Posted 4 years ago

“You should have kept us informed!! Did not contact or consult us after we had our cruise ended prematurely (low water in Danube). After we contacted them they said they had a cheque for compensation which Riviera had supplied and we subsequently received. After we we put off the ship the whole trip was chaos, a very difficult holiday time (hours in coaches and very early starts 4.30 am). The reps (Riviera) didn't know what was happening or wouldn't say. However those that booked directly with Riviera were contact personally by phone and letter.”

Posted 5 years ago

Dear Mr Mitchell, I am so very sorry to hear of the experience you had on your recent Riviera Travel cruise. It is unfortunate that we have had ongoing issues with different cruise lines due to the low water levels in Europe, causing unavoidable alterations to our guest’s river cruises. It is with regret to inform you that we did not receive any correspondence from Riviera regarding your sailing until the 14th August, where a letter addressed to yourself was received. We subsequently forwarded this letter on the 15th August to your home address. I would like to apologise for any inconvenience caused and if you would like to discus this further please contact us directly. Kind Regards Customer Relations.

Posted 5 years ago

“Once you make contact with a concierge they are very helpful and efficient. However I found it hard to get through the phone line was busy. I left my details for a return call and none was made to me. All I wanted to do was confirm and pay for my cruise. It is no use marketing if nobody is available to help you. Have there been staff cuts because I haven't had this problem previous years. I was also told by voice mail when I phoned on a Saturday that you were closed till Monday. I was very tempted to go elsewhere . I eventually got through and was helped by Simon who was very hepful. Had I done this survey last year I would have rated you Very Good”

Posted 5 years ago

Thank you for your review, I must apologise for the delay in getting through to us. We have been experiencing high call volume levels due to disruption on the Danube, so I am sorry that you have had experienced this however I am pleased that Simon managed to help you on this occasion and we hope to provide better service to you in the future. If you would like to discuss further, please be in contact with us.

Posted 5 years ago

“The staff were patient and efficient. The holiday pack was cheapskate and gave a very worrying impression of scrimping. The paper tags and wallet were disappointing. Other travel companies we've holidayed with have provided textile tags and even free knapsacks. It made us feel special. There wasn't a map or a word on what weather to expect. We were not offered the Eurostar option. There was no 'added value'.”

Posted 5 years ago

Thank you for your review Mrs Mullins, I must apologise if you were disappointed in the holiday pack that you received. Each cruise line send out different types of tickets and is completely their packaging that we post to each customer. Please call our customer service team if you have any further question regards this. We hope you enjoyed your cruise apart from this. Kind Regards

Posted 5 years ago

“Very quick to take our money Very slow to return it Prices are artificial - all "Smoke 'n Mirrors" - more like rogue traders in a street market”

Posted 5 years ago

Thank you for your review and kind comments about Erin Madine. I am so pleased that Erin was able to assist you with your booking arranging your second river cruise. Thanks again for your booking.

Posted 5 years ago

“I like to receive hard copy and I asked you to have a Scenic brochure sent to me but it did not arrive. The whole booking experience has seemed chaotic”

Posted 5 years ago

Thank you for leaving your review Mr Michael Peter Huntley. I am very sorry you have not received a Scenic brochure. We have requested a brochure from Scenic to be sent to you, however if you haven't received it we will re-request for you. Could you please elaborate on your booking experience and email me directly at kimberley.whitehead@cruise118.com which will give me some background so I can investigate what has seemed chaotic? Thank you

Posted 5 years ago

“I booked thru cruise.118 agent Gillian ... Gillian , needless to say is not at all up to speed dealing with international clients . She failed to understand our requirements and insisted that we provide our information in the form she is accustomed to ( lay out of passport name different from what she is used to. Upon confirmation of sequence of name for our airline tickets , one of my friends was asked to reissue her airline ticket at an extra cost of 6xx pounds because her name sequence was not correct.... we asked that name sequence be changed but Gillian of cruise.118 and Bianca of Vikings cruise liner said " not possible " and insisted that my friend buys / reissue a whole new airline ticket . To us , this is totally unacceptable as I think if there is a will , there is a way for Gillian and Bianca to help us out ... until now this issue has still not been resolved and I hope this survey gets to someone who can help solve the issue ... I can be contacted at email 'anneyclau@yahoo.com.hk ' for further discussions, our departure for odessa to Kiev cruise is July 26. thanks and I look forward to hearing from someone who can help us resolve this air ticket issue”

Posted 5 years ago

Thank you for your review, We appreciate all positive or negative reviews and we always strive to get the best we can. I have had a look at the notes throughout the booking, I must politely advise that you have previously admitted fault with regards to the name. As there has been no error by Cruise 118 on this booking, any amendments may result in additional charges . Due to the airline having already ticketed the flight, a new ticket would have to be issued, unfortunately this will result in additional charges from the airline. I am sorry about the issue you are facing but if you do choose to board the aircraft without the correct documentation you may not be able to fly and would not be covered until a new ticket is purchased.

Posted 5 years ago

“I haven’t received any acknowledgment of my booking. Awaiting details with interest and a lack of patience”

Posted 5 years ago

Thank you Mrs Norris for your review. I am sorry you have not received any acknowledgement of your booking. I have had a look at your booking and can see that your booking confirmation was sent to you on the 31st May by Susan via email, also your invoice was sent to you via email on the 4th June. Sometimes emails can go into the junk/spam folder of your inbox. Please can you check if they have gone into that folder. I have resent them for you as well. I will also ask one of our customer service concierge to give you a call to check you have received them. Kind regards, Angela

Posted 5 years ago

“I found them very helpful and concise with information. They were very friendly but professional Best wishes Janet Daly”

Posted 7 years ago

“Because our booking was more complicated than usual, this obviously proved to be a problem and we were given incorrect information from the outset.”

Posted 7 years ago

Good Morning Mrs Colegrave Thank you for your review, I do believe the issue of your flight/train miss understanding has now been resolved. Your River cruise was booked correctly however it had been inputted wrong. I am extremely sorry for any inconvenience this has caused. Kind Regards Customer Relations Manager.

Posted 7 years ago

“Did not give information vital to me as it turned out before I booked the cruise”

Posted 8 years ago

Dear Mrs Stevens, I have responded to your review. Please let me know if you need any further assistance. Kind Regards Lynsey Smith

Posted 8 years ago

“My name misspelt on letter forwarding Incorrect invoices which were not logical. Unclear that no fee on credit card for deposit was already included within the discount. Still shown as separate item on amended invoice. Told I may wish to book extra excursions and then told there were none on this cruise. Passport detail needed to be corrected when I checked on Emerald website booking detail. Transfer to airport from Nuremberg not confirmed on Emerald booking website. When queried was told that this was "normal" and will be done later. I hope so. Not enough attention to detail and the individual customer.”

Posted 8 years ago

Good Afternoon, looking at your booking history, this all now seems to have been resolved. Apologies for all the inconvenience this has caused. Regards Lynsey

Posted 8 years ago

“Despite making a booking for well nigh £3k I am disappointed as I was told an email was being sent within a few minutes advising me of my booking and I would get Assistance at the airports and I would get a brochure within 3 days. After 3 days and nothing I phoned you and was told 'an oversight and the email would be sent and give thee brochure another 2 days. Yes I did have contact and then an email telling me last week that my brochure would be in 3 days. Nil again. A five ***** holiday I am beginning to wonder just what else is not up to standard????? I am angry and annoyed as I go next week and was needing the brochure so that I could see and read all about it....... Never had this problem with other companies......”

Posted 8 years ago

“We are tying to book trips and all inclusive but no one seems to answer the phone or return messages please help”

Posted 8 years ago

“I have had no email confirmation or postal confirmation since booking. The agent was very helpful but subsequent lack of communication is disappointing. I have had no receipt for the payment . I booked a specific cabin, &flights & would like confirmation of that, together with the voyage. Please submit this to river voyages.”

Posted 9 years ago

“I discovered River Cruises from their website and sent aan Email enquiry about a specific cruise. I di d not receriver a reply so phoned as a follow up as I was still interested. After being passed from one to another three times, it was claimed that my email had been answered but I did not receive it. I spoke for a minute or so to a hapless male employee who had no idea what making a booking was, and eventually after more delays I finally spoke to an Emma, who was exceptionally helpful,, sent me an email quote straight away, which I accepted about an hour later after I had a Travel Insurance Policy confirmed. This company desperately needs a faster and more efficient telephone service and phones that are answered promptly by people who know what they are talking about.”

Posted 9 years ago

“Having booked this holiday by telephone, we have as yet received no written confirmation of our booking. The holiday is in the next three weeks and was booked quite a few weeks ago.”

Posted 10 years ago

River Voyages is rated 4.8 based on 1,966 reviews