Six Star Cruises Reviews

Name: Six Star Cruises
Rating: 4.80

4.8 Rating 5,013 Reviews

96 %

of reviewers recommend Six Star Cruises

Company Reviews

Metrics

Info

4.8

Based on 5,013 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
On-time Delivery	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Email:

feedback@sixstarcruises.co.uk

Write Your review

Tell us how Six Star Cruises made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Six Star Cruises 5 star review on 18th January 2024

Anonymous

Anonymous // 01/01/2019

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

“Original booking ok,but went wrong when I tried to change it to a different and later cruise on the advise of customer services. I was put on an amendment list and heard nothing for 3 weeks .now sorted by Claire Taylor using her initiative”

Helpful Report

Posted 2 years ago

Thank you for your review, Rest assured your comments are very important to us, and we are sorry that aspects of your experience when trying to make a change has given cause for dissatisfaction. We appreciate you taking the time to write your review as all feedback good and bad is welcome to ensure we are offering the best service. I am pleased to hear that Claire was able to correct this issue for you. I am sure that you will appreciate that this is a very difficult time for all concerned and the Travel Industry has been particularly hard hit due to the volume of guests travel arrangements affected by this awful virus. We are sorry it is taking longer than we would like to process customers requests and are pleased to advise we are ongoing with our recruitment drive and are training some of the best customer service agents in the industry. In addition, we have also opened up our brand new online chat portal which has helped with current customer hold times. We are sure you won't have need to but If you do have any further problems can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving them for you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review it is very much appreciated.

Posted 2 years ago

“I’ll be happier when the flight problem is sorted - at the moment I’m coming back at the same time I’m flying out”

Helpful Report

Posted 2 years ago

“No confirmation or acknowledgement of deposit sent”

Helpful Report

Posted 2 years ago

“Polite and friendly but slow, never got back to us, had to phone again and still not received booking confirmation”

Helpful Report

Posted 2 years ago

Dear Guest Thank you for your review, Rest assured your comments are very important to us, we are very sorry that aspects of your booking experience have given cause for dissatisfaction and we appreciate you taking the time to write your review. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues raised, we look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review it is very much appreciated. Kind regards Customer relations.

Posted 2 years ago

“My most recent experience was variable. I wanted details of a cruise taking place in 2023 under the Black Friday deals banner, which was e-mailed to me last week. Almost immediately I identified a cruise that my wife and I thought would be worth booking this far in advance and at the preferential rates advertised. However, when I sent off my enquiry, mentioning it was urgent as I did not want to miss out on the deal, my ‘elite’ concierge was, unfortunately, ‘out of office’, so I repeated the message to another concierge I had dealt with previously, but this one was also ‘out of office’! Not wishing to miss the deal, again, I sent my message to another concierge I had dealt with previously, but I received no response at all. Two days later my original message was responded to by my elite concierge on her return to work. ‘Urgent’ does not seem to resonate with your concierge team! Fortunately I was able to obtain the deal requested, but I think my good luck had nothing to do with sixstarcruises customer service on this occasion!”

Helpful Report

Posted 2 years ago

Dear Mr Kavanagh Thank you for your review, We are a customer-focused company feedback whether good or bad is extremely important to us, as it is only on the receipt of information such as this we can assess and improve the services that we offer. I hope that your booking concierge apologised that it took two days for you to be able to make your booking. Six Star Cruises are sorry that two other concierges were not available or did not reply to you in a timely fashion. We are extremely happy that you eventually booked your cruise at the price advertised. May I thank you once again for taking the time to contact us, can I assure you that all customer service matters are taken very seriously and that we do value all the feedback we receive. Rest assured we are working hard to make sure that our normal high levels of service are met going forward. Kind regards Customer relations

Posted 2 years ago

“I was told the deposit had increased two days having enquired about a Oceania cruise 2 years in advance! I would not book with Six Star again if this silly issue was not resolved. It was in the end. Not a pleasure to book. We have two cruises booked,but in future will consider alternatives.”

Helpful Report

Posted 2 years ago

Dear Mr Heath, Thank you for your review, Rest assured your comments are very important to us, we are very sorry that aspects of your booking experience have given you cause for dissatisfaction and we appreciate you taking the time to write your review. Can I kindly ask that you contact our customer relations team to discuss the matter further so that we can look into the increased deposit? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review it is very much appreciated.

Posted 2 years ago

“We have used six star cruises previously and currently have a booking with them And afraid their service levels are far below what we expected having booked an expensive cruise There have been several personnel changes and continuity has failed we had contact the cruise company direct to get answers currently we are still awaiting an answer on promised call back which has failed to materialise l am afraid since we made the booking we have had chase them to obtain explanations why significant changes had been made!! Overall not impressed with their customer support and service”

Helpful Report

Posted 2 years ago

Thank you for your review, Rest assured your comments are very important to us, we are very sorry that aspects of your booking experience have given cause for dissatisfaction and we appreciate you taking the time to write your review. During these unprecedented times our response turnaround has not been as we would like. This is due to the pure number of notifications and changes we are receiving on a daily basis due to health and safety protocols and regulations updating daily. Whilst everyone of our customers are important to us, we do have to prioritise customers due to depart imminently. We are taking on and training some of the best in the business to get this back to the level we believe our customers deserve. I understand from your review that you are still awaiting contact from us, could I kindly ask that you contact our customer relations team with your Six Star booking reference so that we can discuss the matter further, and in the hope of resolving the issues raised, we very much look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review it is very much appreciated.

Posted 2 years ago

“My booking experience was NOT up to the usual standard I have been accustomed to receiving from Six Star I enquired about a Regent cruise and then told the price advertised was incorrect and it was £2k much more I asked about a Caribbean cruise again with Regent with a pre cruise hotel stay and a post cruise hotel stay. I was told later the post cruise option was no longer available and yet several days later it’s still on the website as an option Finally I booked a cruise ,paid a deposit ,and three days later i have not received the confirmation email I realise these are difficult times so I will remain a Six Star customer”

Helpful Report

Posted 2 years ago

“Sorry, I've no idea which booking this survey relates to?”

Helpful Report

Posted 2 years ago

“Thanks Scott, you made the booking easy with your prompt attention to any questions that we had. We thought that Sixstar offered us a good service and are looking forward to our holiday next year.”

Helpful Report

Posted 3 years ago

“I had a very good and professional service from Maura. She didn’t rush me at all when I have been very unsure in what I should do. Bring clinically vulnerable it has been very difficult to decide. She has been wonderful and so easy to deal with. When I am able to cruise again I will certainly be in touch. Thank you Maura.😀😀. Mary”

Helpful Report

Posted 3 years ago

“There doesn't seem to be any continuity with the concierges during the enquiry/booking process. If your concierge is away from the office for a long term emails are eventually picked up by a colleague, if that colleague is then away from the office the system seems to fall down and you have to start the process again. Emails sent to other cruise agents always receive a reply immediately and never start with "apologies for the delay"! The response to queries can be measured in days not hours.”

Helpful Report

Posted 3 years ago

“This was a cancellation and re-book and was therefore complex. Stacey was excellent and supportive - 5 stars below for her service. 2 issues re the booking process: 1. Oceania wouldn’t putthe fcc time limit back by a couple of months which seems extremely inflexible given how slowly Covid issues are being resolved 2. Having FCC’s meant that we had to pay full price for the re-book cruise. Given that the FCC’s gave us no monetary benefit meant that taking an fcc has cost us a lot of money. This is very unfair whoever’s fault it is. The moral is don’t take an fcc. We also found that despite having a best price guarantee they wouldn’t match the price of a competitor. So shop around.”

Helpful Report

Posted 3 years ago

“My Crystal Cruise, booked through Sixstar last summer for a cruise in June of this year, was cancelled by Sixstar/Crystal in May due to Covid. After 150 days I have still not received a refund. This is despite the fact that I was initially told by Sixstar that I would be refunded in 90 days. I was then assured I would be refunded in 120 days. After some prompting, Sixstar have engaged with me and they are now, albeit with no success thus far, trying to extract the refund from Crystal. They have told me that they will not refund me until Crystal has paid them. Sixstar are still selling Crystal Cruises through their website and one must question whether they are right to do this given that Crystal are not honouring their contracts with their existing customers. The behaviour of Crystal inevitably makes one question whether the company has a viable future and whether or not the company is trading when technically insolvent. It's a tough time for Cruise Companies, and their agents, but at the end of the day I did not receive the holiday which I paid for handsomely. I have every right to expect to be promptly refunded and the booking agents do need to accept some of the responsibility.”

Helpful Report

Posted 3 years ago

“It took me 4 calls to get somebody to react positively for me to transfer from one cruise to an alternative. When I eventually got to somebody who was prepared to action my request they were very competent and professional as I would always expect. She was able to action it where as the other consultants were trying to pass the book onto the admin team without at least quoting the cruise we have changed to. I must say that service from your consultants has declined in the past 12 months. I do not believe you can blame that on Covid.”

Helpful Report

Posted 3 years ago

Thanks for your feedback Nigel we are sorry to hear that you had difficulties as you can appreciate it is extremely busy at the moment but we are pleased Hannah was able to action your request positively. We pride ourselves on delivering a remarkable service and are sorry you feel the service has declined in the past 12 months it is something we continually aim to improve.

Posted 3 years ago

“Had we not booked through Six Star/118 cruises before, and would therefore not have £1500 deposited with you, we probably would not have booked again. My wife spent over six hours across three days attempting to speak to someone about rebooking our cancelled cruise. She used several phone numbers - the message on the number on your website stated that you were closed when you were not! I appreciate that your staff are working from home which presents difficulties, but when one has spent hours, literally, to get through, to be told finally that a certain person would ring back and they don't, one is back to the beginning, dialling, waiting and frustrated. We finally managed to speak to someone and made arrangements and thought that we had made a firm booking, but were contacted later in the day by another member of staff who seemed to know nothing of the booking. The next day my wife tried to get in touch with the original member of staff who we thought had booked the cruise, but again, had to wait a long time to be answered and even then, the specific person was not available. We were then in the situation of two people contacting us, but again, it seems that our information had not been logged correctly. By Thursday (July 29) we believed that the booking was finally made with Seabourne Cruises BUT WE ARE STILL WAITING FOR A FINAL CONFIRMATION EMAIL To be fair, this was not representative of the service and communication that we have received from your company in the past, so we are looking on it as a complete breakdown in communication both to us and between members of your staff; had we been new clients, I suspect that we would not have had the patience to pursue. A final point; the recorded message on your phoneline(s) states that you are the world's largest cruise provider. If this is true, you need to have more people answering phones and, at the very least, some indication of where one is in the queue to be answered. I have not answered the question on recommending or not Six Star Cruises, because on previous experience I would have given 8 or 9, but on my present experience, only 3.”

Helpful Report

Posted 3 years ago

Thanks for your review, we’re sorry that you’ve experienced difficulties on this occasion. So we can look into your case in more details and contact you directly, please can you email us at customerrelations@worldtravelholdings.co.uk so we can escalate your concerns to our Customer Service Management team. Many thanks.

Posted 3 years ago

“I booked with Six Star Cruises based on their best price guarantee. Some three weeks later I saw an advert from another cruise specialist offering the cruise for quite a bit less. This price also included 10% reduction for early payment when I had been told that this particular offer was not available on this cruise. To be fair, I believe Seabourn made the mistake by telling my Six Star concierge on two occasions that the offer wasn’t available and it was only due to persistence that we achieved the discount. I found it extremely difficult to access customer services ( waited 97 minutes before finally getting through only to be cut off) as so many staff are furloughed. I understand the need for this but it does make it very difficult for your customers. When I phoned the other cruise specialists who were offering the same cruise for a discounted price I got through immediately. In the end I agreed to accept Six Star’s reduced price even though I could have saved a further 5% with the other company but the only way I could do this was by dropping the ‘package element’ which included flights and a two night stay in Miami which was disappointing.”

Helpful Report

Posted 3 years ago

“As an established customer of quite a few years, initially I was frustrated at the time it took to book a cruise that you had 'offered'. My lovely personal concierge had been furloughed , and I felt that I was passed around and no-one seemed to want to take my booking! It seemed that you had left insufficient staff available to both answer refund queries, and take bookings. I waited over 5 hours for someone to contact me! Luckily we then got Lisa. An 'old hand', who steadied the boat and handled the booking perfectly. So FIVE PLUS for Lisa and around 1 for the rest of your system.”

Helpful Report

Posted 3 years ago

“Whilst i have no problem with six star per se, i have a major problem with Regent's behaviour at this difficult time.In particular their refusal to carry over our on board credits as we amended our booking to 2021. They are now offering us1000 credits on all new bookings. I believe they are totally out of order and should be reported for sharp practice.”

Helpful Report

Posted 3 years ago

“Very good support from Mathew the travel consultant. However the end result in pricing was no different from what I could have achieved myself. I didn't see any benefit on this occasion in consolidating the whole package with Six Star beyond just paying a deposit to secure the holiday against paying the whole cost up front”

Helpful Report

Posted 4 years ago

Many thanks for taking the time to submit your review with your kind comments about Matthew. When booking with Six Star Cruises, we provide a Concierge Service throughout your journey with us - Which includes, our concierges looking after your booking and making sure your holiday runs smoothly. You can contact your concierge at any time with any questions/enquiries regarding your booking with Six Star Cruises. If you have any further questions, please don't hesitate to contact your Cruise Concierge or our Customer Service Team on 08082747745.

Posted 4 years ago

Six Star Cruises is rated 4.8 based on 5,013 reviews