We had a Cruise booked for Feb 2021; it got cancelled when they moved the no cruise to 31st May 2021. So we rescheduled our Cruise to January 2022. The Ladies were very helpful
The reviewer stated that an incentive was offered for this review
First Time User
Booked 3 cabins for my family for New Year Eve Cruise. Normally I would book face to face with my travel agent so I was a little apprehensive, but the ladies at cruise guru were so helpful both times I called with questions. I am so very happy, with the customer service. I received booking confirmation within minutes via email.
Excellent site, excellent services.
Booked one trip online, had some queiriesphone.
Nora gave me excellent service, so I bookes the nextcruise sector then.
So far so good. Hope it stays this way.
Looking at an other cuise, ill book with cruise guru
Here we go again with the best cruise company Around
We have booked a cruise for December 2021 with cruise guru for our family including 8 cabins. P&O cruise with $1 deposits.
We have also booked a Panama Canal cruise with Holland America in 2022.
Can’t wait to get back Cruising again.
Once again I found the customer service very good. I had a lot of future cruise credits to use before they would expire and Maxine at Cruise Guru arranged to have them all applied to a Princess cruise next November.
In the past when rebooking a cruise to get a better price there was never any hassle.
Have booked several times with Cruise Guru...no dramas... helpful and responsive... only one matter that is unacceptable... online booking summary shows outline of costing including "2nd deposit" due date but doesn't tell you how much it is... don't assume it's the penalty cancel amount as shown...mine was twice that amount. More clarity is in order here.... there's no reason for the second deposit amount not to be shown online upon initial viewing... this amount is fixed depending on the total booking cost.... transparency please
- Verified customer
Booking Easy Saved Money
Booked a Tasmania cruise for 2022 perfect as the ship leaves from and returns to Adelaide
Saved money and got a better cabin Cheaper than the cruise lines web page
All Happy with everything
New Zealand cruise Nov 2020
Yes i booked 3 cabins, needed to cancell one 60 days before Princess Cancelled this cruise, Cruise Guru still hit me with a Fee of $220 . Forgetting that everything else was done Proffesionally --re Maxine! ive now rebooked 2 more cabins for NZ cruise in Nov 2021.
Fantastic service once again
Once again booked with Liz at cruise guru she has always been great but this time really surprised us went over and above expectations can’t speak highly enough of her
Very good service from Liz!
liz was very professional and helpful in my recent booking.
She had great patience when explaining my options.
We had a few Future Credits and On Board Credits and she helped me with organising them.
Thank you again Liz and Cruise Guru.
Easy online booking process
The CruiseGuru website is the best one to use for booking your cruise. They make it so easy to get right through to the ‘book now’ button! Some others don’t let you choose your staterooms etc., and you have to wait for call backs. The Cruise Guru site takes 10 mins and it’s done! Communication back from them is also very prompt. We also love the low deposit options that allow us to have a cruise booking in place far off in the distance to look forward to. Now we just have to hope for no more (corona) cancellations.
Staff are fantastic
Easy to change cruise after cancellations Was to be on Pacific Aria and the ship was sold. Have rebooked for 2022. I had booked 2 cruises for 2021 and was easy with Cruise Guru. Liz was overly helpful and polite
Booking misunderstanding but resolved
After Covid 19 I called and cancelled our cruise which was going to Hawaii in April 2021 as I realised this was going to be pie in the sky. I was told I would loose the $20 deposit I had paid on my credit card. I had no problem with that. I was told they have no record of my cancellation. They were prepared to cancel the cruise portion but would hold back $25 per person plus all card fees. I was contacted by Katrina who very professionally and very understanding, went through their processes and agreed to waive the $25 fee. Great result and I am very happy in the way she handled it. She assured my my money would be refunded into my credit card within a few days. Thank you Cruise Guru
Easy, accurate and efficient booking process
Cost provided early in search and didn’t change through the process of booking a cruise. Couldn’t have been easier and a really competitive price. Also almost instant confirmation. Overall a fantastic experience
We booked our Celebrity cuise on line via Cruise Gure web page and Celebrity cancelled our cruise in March It is now nine months later and we are still waiting for our refund. We have rung Cruise guru many many many times and get nowhere. Oh yes they answer the phones alright but you always get to speak to another person, we have spoken to so many different staff and been put on hold many times, and still do not get an answer as to when we will get our refund back. All we get back is, it's been expediated. We have been told our request has...been forwarded to the product manager called Terry been told this a couple to times also, and still no result. No one ever sends an email back to you to let you know what is going on, its terrible customer service. We are at the point of what to do next and it look like going through ACCC or one of the other legal avenues. Its a terrible service.
We wanted advice about cruises incorporating specific locations. Several options given instantly with sailing dates and prices. They asked what sort of cabin we wanted and gave options. Everything worked out as planned. We wouldn't hesitate to use them in future. Communications are very good. Agents always pleasant and friendly. As they certainly get customers from other countries perhaps they could make their communication more generic instead of Aussie focused.
It stupid how long furture to get back when another party
I have nothing but trouble I first got email saying That your refund when I arrange as cruise future cruise credit when rang up six maybe seven as people is stuffing us around then when finally got wat we wanted cruise guru put me in on stupid group booking and still waiting on it even know I had book the same time as another party who I was going with and they gotten there future cruise credit was able to used to pay for the disposit and I have
Greedy Cruise Guru
Do not use cruise guru. If your cruise is cancelled by P&O, Cruise guru keep an admin fee even though your whole booking was done online..very greedy of them. While P&O refunded the whole amount, this selfish travel agent takes a cut. Absolutely disgusting
Friendly, efficient service
All phone communications were very pleasant and mission accomplished. The staff were all very friendly and helpful. Liz even rang Princess to clarify an issue for me. Well done ladies.
Questions & Answers
Why did some clients have the fees waived and others did not? Cruise Guru is a Qantas affiliate. Vote with your feet people and do not use companies who treat their clients like this. It is unfair.
I presume it depends on who deals with your refund ... its disgusting charging $110 a booking.
Lodge a complaint with the ACCC and your state Consumer Protection Agency.
Cruise GuruCruise Guru
Cancellation conditions vary subject to criteria including booked date, cancelled date, cruise line etc, which we understand does make it confusing.
Very disappointed that $330 in fees has been deducted for our cruise that’s was cancelled by Princess in April for a June sailing. Money returned to Cruise Guru from Princess in April and they had it in their account earning interest until September when I finally received my refund after following it up. If I had booked with Princess direct I would have received a full refund as they cancelled. It’s a shame Cruise Guru didn’t do what Flight Centre did for their clients i.e waiver fees after public backlash. Friends got $30,000 back for a Scenic Cruise with no penalties. I’m sure this company has received an enormous amount in fees if each passenger paid $110. I find it very excessive. Unfortunately I won’t be booking with Cruise Guru in the future.
Majority of agents tend to retain a portion of a 'Covid' cancelled booking. We booked with another agent for a cruise which included a flight to get to the port. Even though the agent had said that their fees would be waivered, we were still charged $100 admin fee each, plus $260 each for the fight we were supposed to take, which the agent said was deducted by the airline, if we had booked the flight ourselves (even though WE had to do our own research for the one we required) we would have received a full refund.
Apparently, even Flight Centre didn't fully refund everyone's booking, our son and daughter in law did not receive the full amount for their booking.
I cancelled my carnival cruise that was suppose to depart in July on the 5th of may called last week they have my money just waiting in the que for refunds I get that it would be a very busy time for them but seriously Im struggling at this point in time like many others that could just use there refunds to help them get through these times but the way this refund is going through cruise guru I'll be booking direct for any further cruises as someone else we were going with cancelled at the same time and got refunded within a few weeks hoping I will get my refund real soon :(
When I contacted them they said they were dealing with refunds for sailings due in may. When you contact them again they provide standard info - no update on progress of where they are up to. You wil just have to research options of where you can complain to... Bank, consumer affairs etc. Good luck
Rang again today completely different answer we are refunding when we can I'm going to try ring someone higher up tomorrow because I have no idea what's going on everyone is saying different things
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.