Name: Six Star Cruises
Rating: 4.80

“Once you have a sales contact and personal number the service is very good but if you are new and waiting to place an order you might be waiting 10,20,30 minutes to get someone to take your money. In my view the wait time on the phone is unacceptable. If you are an existing customer and cannot get to speak to your personal advisor then the call goes back into the basic queue and you will have to wait and wait and wait!”

Helpful Report

Posted 7 months ago

Thank you for taking the time to share your feedback. We're sorry to hear about the wait times you experienced and have passed your feedback on to the relevant teams to look into this further.

Posted 6 months ago

“The initial booking went fine with the exception of the transfers the lady ( Elizabeth Wright) had trouble trying to book them. Which we understand can happen. We booked with the understanding that Elizabeth would book them and come back to us confirming the four (4) transfers where booked. After a week we tried to contact Elizabeth to find out if she had managed to book them on the contact number she had given us. We were put on hold and had to wait approximately 30 minutes before we got through to one of your operators ( not Elizabeth) they said they contact EW . They did and in a few days we got a new itinerary showing from EW which said three of the four transfers had been arranged. There was an *** comment saying one still to be arranged*** . Today 17th July we tried to contact EW again to find out what was happening with the last transfer and had to wait a further 30 minute on the phone before we got someone to answer a mr James Farkins who was very helpful, he tried to book the remaining transfer for us only to find it was to short a journey between the hotel and the port and we were better arranging this transfer ourselves, which is fine with us. My point is your company should have told us this and not wait for me to chase you for an answer.”

Helpful Report

Posted 9 months ago

We're sorry to hear this and thank you for your feedback. We have passed your comments on to our concierge to look into this further. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so.

Posted 9 months ago

“Takes too long for a response cost me money on a cruise no response to my complaint.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback. We are a customer-focused company and 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. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage, we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk.

Posted 1 year ago

“Just finished telephone call with Six Star Cruises (Shirley), after a lot of research in to the Regent Seven Seas Navigator Cruise, Crests of North Sea Coast, 16 nights from 23 Jul 2023, for a Penthouse Suite (C) only to be told that this was no longer available but a Penthouse Suite (B) was available but for £200 per person more, BUT the business class flights and 1 night pre-cruise hotel stay, as advertised were NOT included in this price. I was told the business class flight from Copenhagen back to London Heathrow would be an extra £199 per person. On line the BA business class fare for the same flight is £204 per person, so how come they ask for £199 more. In total without the pre-cruise hotel stay, the extra cost would be £800. So with the hotel stay and transfer to the ship it would be over £1000. This is frustrating and annoying. It is not even so much about the cost! It is just the false marketing (an error by Six Star / Regent). I also feel sorry for Shirley, who did her best, who has to go through this and me saying forget it! Whe I questioned the extra cost for the business class flights, quoting first the BA fare, Shirley said, 'Well, this is Regent' So what does this say? I have actually used Six Star in the past but for cruises with Seabourn, to the Mediteranean and Caribbean.”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and 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. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage; we hope you will give us the opportunity to do so.

Posted 1 year ago

“The prices shown on the website for the cruise I was interested in were not actually available. I had paid my deposit before the cruise concierge told me that. Even a week afterwards the website still showed the wrong price. Not good enough”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback. We are a customer-focused company and 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. Please rest assured that the points you have raised in your review will be looked into and addressed. We value your business and are working hard to earn your continued patronage; we hope you will give us the opportunity to do so. Can I kindly ask that you contact our customer relations team to discuss the matter further in hope of resolving the issues you have raised? We look forward to hearing from you: Customer.Relations@worldtravelholdings.co.uk. Once again thank you kindly for your review.

Posted 1 year ago

“Massively disappointed at present, local private transfers did not turn up and contact number was engaged constantly, also having requested hotel with pool, there was none! I usually rely on travel agency to deal with things but six star have let us down”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback, we're sorry to hear that you've had a poor experience with us and we would like to investigate this further. So that we can look into this for you please could you provide your booking reference number?

Posted 1 year ago

“Started off very well with the original booking but then went downhill !!!I had to contact them several times and never spoke to the same person, although most of the team were helpful. We had 3 transfers booked from Airport/Hotel/Port and none of them arrived on time, one was half an hour late and we had to phone them twice, also the vehicles were not in good condition, one was all bashed in at one side. This was the first time I have used Six Star as I have previously booked direct with the cruise line and have never had any issues.”

Helpful Report

Posted 1 year ago

Thank you for taking time to share your feedback, we're sorry to hear that you've had a poor experience with us and we would like to investigate this further. So that we can look into this for you please could you provide your booking reference number?

Posted 1 year ago

“I have used six star cruises on many occasions and had excellent service but my last experience was not up to their usual standard. I never actually got a telephone call from my concierge it was always email me please, when sometimes a discussion is needed. I understand all travel has had issues but being asked for final balance of around £7000 before i even had my flights booked was ridiculous. I found i was the one chasing everything that needed doing, it did not help being given wrong reference numbers for flights and being told to ring BA myself to sort it. The whole process from cruising re opening to going on my cruise has definitely not been six star. The only way i got to speak to someone was to call the number to book a holiday and i was answered within minutes! NOT GOOD SIX STAR”

Helpful Report

Posted 1 year ago

Hello thank you for your feedback we welcome both positive and negative reviews as we are a customer-focused company and aim to continually improve our services. We are experiencing a high level of calls at present and call waiting times are longer than usual. If you would like to private message us with your booking reference number and the issues you have faced we will look into this for you and we apologise that you feel this way. Many Thanks- SixStarCruises Team

Posted 1 year ago

“i am afraid we are not impressed with the help and assistance with our booking .We have used this company previously but notice a lack of continuity in the people we are having to deal with. We are aware other companies are helping and advising customers with COVID tests to enable them to travel even booking them for their customers. Having spoken to Six Star Cruises I am advised that they do not offer assistance in this area and refer you to Gov website If this is providing a five star service then what is a two star? As I stated other travel companies are assisting their customers in many areas to overcome the challenging issues and Six Star should do more to assist. I have no doubt Six Star received a substantial commission for our booking but we have received nominal communications and frequently need chasing to answer issues arising rather than being pro active and keeping you informed and up to date. I think we will have to consider if we use this company for any future expensive travel !”

Helpful Report

Posted 2 years ago

Dear Mr Kirk 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 can see that your concierge gave information to you on the 6th of December advising that it is best to wait until 2-3 weeks before travel so that the cruise line can provide us with the latest information regarding travel requirements. Six Star Cruises are sorry that you have noted a lack of continuity. We will be happy to assist your further in this matter. Can I ask that your contact Customer.Relations@worldtravelholdings.co.uk 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

“It is becoming difficult to justify retaining 6* as Agents for our regular Silversea Bookings, other than to take advantage of occasional special promotions. Booking direct with Silversea provides immediate documentation, ABTA Certificates etc plus MySilversea on line access. Unfortunately, the 6* Back Office System is hardly fit for purpose. Yesterday I received the 6* Booking for this 20th Aug Silver Dawn Cruise missing details such as transfers, excursions, ABTA cert. I also received, at my request, an updated 30th March Silver Moon Cruise Booking missing the flight details - which are available in MySilversea. Having just endured a shocking transfer in Frankfurt (returning from the Silver Spirit) which could have been avoided with better communication & planning, I am questioning the role of 6*. It doesn’t matter how good the 6^ staff are if they are lumbered with poor systems & too many problems. Maybe some staff need to be dedicated to making sure that revenue earning activities such as our Siversea cruises are taken care of by a special customer care delivery / customer retentions team for cruises which are actually happening.”

Helpful Report

Posted 2 years ago

Dear Mr Slingsby Thank you for your review and taking Stacey’s call. 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 Stacey explained our position in full and that you were happy with what was discussed, rest assured all the points have been noted. May I thank you once again for taking the time to contact us. Kind regards Customer relations

Posted 2 years ago

“I am not at all happy with this booking. There are several mistakes in the booking. I have emailed the company over a week ago and have still had no acknowledgment or revised booking.”

Helpful Report

Posted 2 years ago

Thank you for your review, Rest assured your comments are very important to us, and we are very sorry that these aspects of your booking experience have given cause for dissatisfaction. I am sorry no one has replied to your email, and understand how frustrating it can be to wait for a response. I can see that we have received this and the points you have raised are being looked into. If you can please bear with us a few more days whilst we do this and then will be back in touch accordingly. If you have any further issues please do not hesitate to contact the customer support team directly on Customer.Relations@worldtravelholdings.co.uk. We appreciate you taking the time to write your review and your feedback is important to us.

Posted 2 years ago

“I was told that my deposit payment invoice would be sent by return email it wasn’t and I had to call the next day to receive it. As usual you don’t pick up and answer your phones for ages,so nothing has changed since before the pandemic. Thought we would give it one more go withSix Star and unfortunately you seem as shambolic as ever.”

Helpful Report

Posted 3 years ago

Dear Mr Weiss 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.

Posted 2 years ago

“Difficult to contact. Take ages to respond to emails. Seems like anything other than booking a new cruise is of no importance to them”

Helpful Report

Posted 3 years ago

“After booking the replacement Cruise approx 2 weeks ago we are still waiting for written confirmation and booking ref. Throughout this whole process we have found it almost impossible to speak to someone with it taking many attempts on the phone, then after speaking to someone the outcome has not been carried through as identified.”

Helpful Report

Posted 3 years ago

“Specialist Service Concierge, Danielle Wynn when concluding my cancellation arrangements was patient, courteous, helpful, efficient and very professional. Could not have been better in sharp contrast to contacts during previous 4 weeks trying get other than conflicting information and having to get in touch with Oveania in order to clarify information received. Frank Benson”

Helpful Report

Posted 4 years ago

“Be warned! We have decided not to take a couple of cruises we have booked. At first they said we would loose all the deposit, despite the cruise line taking nothing as the cruise is a year away. This was then changed to £150/person/cruise + £29.99 charge. So they want £600+ and the cruise line itself takes nothing. I have been told this will be waved if we book another cruise.”

Helpful Report

Posted 4 years ago

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. We are sorry that you have had to cancel a couple of cruises. Our cancellation charges are £150 pp plus £29.99 booking fee as per our terms and conditions. Although we charge a cancellation fee we issue a future cruise deposit to this value to be used on your next booking. The deposit does not have an expiry date and can be transferred to another person if required. We value your business and are working hard to earn your continued patronage, We hope you will give us the opportunity to do. Kind Regards Customer Relations Executive

Posted 4 years ago

“Note, no comment from sixstar regarding my review....”

Helpful Report

Posted 4 years ago

“Booked a cruise and paid deposit. Then found I couldn’t obtain reasonable travel insurance for the countries on itinerary. Phoned only two hours after booking to cancel. Told I would lose ALL of our deposit, or £250 if we booked another cruise with Regent. Frightened into booking alternative cruise with Regent. In the end, no deposit lost but a salutary experience. The concierge has been as helpful as she could have been. But, would not book through Six Star again. Also, they have not been willing to honour the ‘lowest price’ guarantee.”

Helpful Report

Posted 4 years ago

Thank you for your review, I am very sorry to hear that you are unhappy with Six Star cruises, we pride ourselves on delivering a remarkable experience however having read your comments it is clear you do not feel this is the case, therefore a thorough investigation is needed, I will contact you direct in this regard.

Posted 4 years ago

“Booked a cruise and paid deposit. Then found I couldn’t obtain reasonable travel insurance for the countries on itinerary. Phoned only two hours after booking to cancel. Told I would lose ALL of our deposit, or £250 if we booked another cruise with Regent. Frightened into booking alternative cruise with Regent. In the end, no deposit lost but a salutary experience. The concierge has been as helpful as she could have been. But, would not book through Six Star again. Also, they have not been willing to honour the ‘lowest price’ guarantee.”

Helpful Report

Posted 4 years ago

Good Evening, Thank you for your feedback, I hope this reply finds you well. Here at Cruise 118 we strive to give the best possible service and appreciate your feedback. We are sorry to hear that you were unable to attain a visa after booking your Regent Cruise. If you would like to contact us directly to discuss further please see our details as follows: PreTravelCustomerRelations@cruise118.com 0207 138 8302 We are in the office Monday to Friday from 9am. Customer Relations

Posted 4 years ago

“Superb Seabourn cruise very badly messed up by Six Star Cruises and their delegated suppliers who we found (when our tickets arrived) were not Seabourn. When our travel companions could not travel due to emergency surgery days before travel, they advised Six Star Cruises of the situation out of courtesy. Even though our travel companions received no refund from Six Star, Six Star sought to optimise their profit by cancelling our companion’s pre-cruise hotel stay. Something got lost in translation and we landed in Barbados to find our own room cancelled as well and the hotel fully booked! That aside, we had thought our transfers and hotel were all through Seabourn but they were in fact of substantially lesser quality and poorly thought through. For example, Six Star had arranged for us to be picked up at the hotel at 5:00pm when all aboard was at 5:00pm! We re-arranged this the previous day ourselves and were of course entitled to have lunch on board. Six Star did not have a 24 hour 7 day service and we were stranded and left to re-arrange things ourselves and we found Six Star Cruises singularly unapologetic and wholly un-remorseful on our return home. Sorry but this is a two star travel agency.”

Helpful Report

Posted 5 years ago

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 am pleased to read that the Seabourn cruise was superb and that despite the other problems you incurred you enjoyed your cruise. At the time of booking it was explained that Six Star cruises use The Cruise Club to book package holidays and this was reflected in the documents sent to you. By using the Cruise Club we can ensure our customers receive the best deal available and your holiday is ATOL bonded. This also allows us to dynamically package our customers holiday to their personal requirements thus receiving the best possible prices. I am sorry that your companions had to cancel last minute due to emergency surgery. We cancelled the unrequired room as a courtesy to the hotel & our supplier and we did not make any profit from this transaction. Our supplier had already been paid for the room as per our contract with them and the room was non-refundable. Unfortunately, when cancelling your companions’ room, your room was cancelled in error. I understand this caused a lot of upset and inconvenience and I would like to apologise again for the error. Our supplier has admitted the error and compensation has been offered however if you are unhappy with the amount offered please contact us directly to discuss further. We booked the transfers at the time we thought appropriate as the cruise departed in the evening. Although we do not have a 24 hour 7 day emergency number all our suppliers do and their emergency numbers are listed on the travel vouchers provided. I am saddened to read that you feel we were unapologetic and un-remorseful however I can see that we have been in contact with you throughout your holiday and we have apologised several times. Please can I assure you Six Star Cruises is committed to providing exceptional of standard service and it is important to us that each of our customers receives the service that exceeds his or her expectations, whilst we recognise there is nothing we can do at this point to change what occurred on this occasion we have offered you compensation in the hope of restoring your good faith in our company. Kind Regards Customer Relations

Posted 5 years ago


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

Six Star Cruises Reviews