Imagine Cruising UK Avis 

The choice of hotel. THE MITSIS. Was a great choice along with Silversea who I had travelled with frequently.
The holiday was thoroughly enjoyable apart from the services of the Imagine rep at the hotel.
We were left waiting for two hours in reception as the rep during the whole week did not make us aware of her ever being present or that the time of the transfers to the airport had been changed. Which made for a totally wasted day hanging around and due to the rep simply not bothering.

Ammi was very efficient could answer any questions without hesitation.
I needed to change return flight dates and it was sorted out for me with no problems

Always good customer service.

We liked the sound of one of your packages but didn’t like the cruise line as part of the trip. I didn’t think that we would be able to experience the added tour with a different cruise line but Morgan arranged it for us and got 2 couples booked in.

I found a cruise I wanted and yoiu beat Cunard's price by 15%.

It was nice to speak to someone who was happy to repeat things as I am hard of hearing (my wife tells me) she was clear and sounded like she was enjoying doing her job which made me feel happy.

Great service from reception staff and from Cameron. They were knowledgeable and efficient helpers who advised appropriately and moved me through the booking process rapidly.

Due to a software upgrade, I lost all information on a forthcoming river cruise which I had booked, some months ago, with Imagine Cruising. I managed to speak to Amelia, who was not only polite, patient and knowledgeable, but took ownership of my query. She also went an 'extra mile' to help me understand the 'perks' (which I was not aware of!) my booking had. She definitely made me feel important. Thank you Amelia.

Only booking at this time but very patient and helpful on the phone

Great customer service and knowledge staff who were also very helpful

Libby was excellent in explaining every thing. Payment receipts came straight away, all info received in two days. So far so good.

Just booked a trip to Japan and Cameron, the consultant, was extremely helpful and knowledgeable and the process could not have been made any more simple or straight forward.

Unfortunately restrictions on word count mean I can only share part of formal letter - basically Imagine let us down badly - their organisation is poor - their choice of hotels can be poor - I've included worst hotel on our Orient Express, Italian lakes , Cunard Cruise holiday to celebrate golden wedding. I've managed to include their response - poor. This was a top end high price holiday. Orient Express, Queen Victoria elements were magical and worth every penny. From now on I'll organise myself.
part of letter of formal complaint - we did NOT seek recompense - and didn't get it!!

• Lake Garda
o It was obvious on arrival there were issues – one guest having prebooked an alternative hotel because he was aware the boat/bus transfers etc at changed and the hotel was isolated
o Final straw when we found our room – as above I describe it as a cross between a prison cell and a youth hostel – our one window looked into a scruffy courtyard
o No upgrades available and staff kept repeating – Imagine messed up the bookings – pre-cruise info didn’t match this narrative. One guest whose room had only one window – and that was in toilet did get an upgraded room but no more were available
o We then began to fully understand the location and transport limitations
 Shuttle bus with limited capacity had to be booked to and from village/nearest town in advance
 Similar situation with boats
 As were standing at reception these were already fully booked by Imagine guests
 There were limited eating places close by
 Taxis to nearest village/town were an estimated 30 euros
o I took the decision to move hotel – at our cost – and thanks to the hotel reception we found an acceptable hotel at an additional costs of some 1600 euros including transport.
o As far as I was concerned Imagine ceased to be an acceptable supplier for our future holidays at this point
• Florence – acceptable hotel with usual uncommunicative Elisabethe causing havoc but I managed to purchase an upgraded room on my own efforts
o I did ask Imagine to organise this pre-holiday but was told hotel fully booked – as reported before holiday this was not true
• Cruise – all OK thanks to Cunard and queens grill staff

In summary – we asked for a quality experience start to finish – you let us down – as you may note from above the parts Imagine were not directly responsible for went well – Orient Express, Cruise – transfers, tour guides, hotel bookings all below expectations and had serious Imagine input.

It’s good bye from us

response
Good morning,

Thank you for taking the time to share your detailed feedback regarding your recent holiday. We genuinely appreciate your honesty and the effort you’ve put into outlining your experiences. We truly sorry to hear that your trip did not meet the high expectations we aim to provide, especially as this was a special occasion celebrating your golden wedding anniversaries.

We understand how disappointing it must have been to encounter issues with your hotel accommodations, luggage handling, and tour guides. It’s clear that these elements significantly impacted your experience, and we apologise for any stress and inconvenience caused during your travels. Your description of the challenges you faced, particularly with the transfers and hotel arrangements, is certainly concerning.

While we understand that you are not seeking compensation, we want to assure you that your feedback is invaluable to us. We take such matters seriously and will use your insights to improve our services and ensure that future guests do not face similar issues.
We have also noted your request to be removed from our mailing lists, and we will take care of that promptly.

Once again, we sincerely apologise for the shortcomings you experienced. Thank you for bringing these matters to our attention. We wish you all the best in your future travels and hope you find experiences that truly meet your expectations.

Warm regards,

Very helpful and friendly agent (Daniella Murray) helped me book our cruise. As an inexperienced elderly cruiser, the agent patiently guided me through the process without any hard selling. Subsequent call to Customer Services answered promptly by polite agent. Nice company to deal with.

A very helpful and knowledgeable assistant. Hopefully it continues in that vain until our holiday is complete.

Very friendly and efficient pocess

Morgan was super helpful, informative and knowledgeable, he offered us options that tailored the package to suit our needs.
No pressure to book either. I’m very impressed with the service I received.

We have used Imagine Cruising several times and always found them to be efficient and good value. Easy to communicate via a UK office. Prompt email booking confirmation. A pleasure to deal with.

We were well looked after by Imagine from start to finish and any small problems we had were resolved straight away. We have now booked for 2027 with Imagine.

Eloise very patient with signal problems