Bolsover Cruise Club: most-reported complaints
Automated analysis of 592 public Trustpilot reviews published 2023-04-26 to 2026-09-11. TrustScore 4.9 from 12,417 total reviews — see the Trustpilot page. Quick answer: is Bolsover Cruise Club legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 32% of the 84 identified complaints. Misleading pricing is the second most common issue, cited in 25% of complaints, while other concerns such as excessive marketing make up 16%. Additionally, 14% of complaints mention that support is unreachable. The trend for unhelpful support is falling, while misleading pricing and other issues are rising.
How to reach Bolsover Cruise Club
These are the contact details Bolsover Cruise Club publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 01246 819819, address 6 Lindrick Way, Barlborough, Chesterfield, S43 4XE, GB.
The company claimed its Trustpilot profile on 2022-11-02, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-11. Trustpilot ranks it 10 of 52 in Cruise Travel Agency. We last checked this profile on 2026-09-23 and found 26 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: BOLSOVER CRUISE CLUB LIMITED (no. 05729112), active, incorporated 2006 (20.5 years); next accounts due 2026-12-31, last accounts filed 2025-12-17. 2 current officers (4 on record historically), 2 resignations in the last 24 months; 10 filings in the last 12 months (73 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 7 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “bolsover cruise club”, “E: 31/01 Win a 12-night cruise for two with Bolsover Cruise Club [SILVERSURFERS]”, “E: 31/07 Win a 7-night Norwegian Fjords P&O Cruise with Bolsover Cruise Club [NL]”.
Elsewhere: 4.4★ on Google (412 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 0.7d) · 2026-08-15 (100%, 0.6d) · 2026-08-18 (100%, 0.6d) · 2026-08-21 (100%, 0.6d) · 2026-08-24 (100%, 0.6d) · 2026-08-27 (100%, 0.6d) · 2026-09-01 (100%, 0.7d) · 2026-09-04 (100%, 0.7d) · 2026-09-07 (100%, 0.7d) · 2026-09-11 (91%, 0.6d) · 2026-09-14 (100%, 0.6d) · 2026-09-17 (100%, 0.6d) · 2026-09-20 (100%, 0.6d) · 2026-09-23 (100%, 0.6d).
Severity: 14% of this company’s 84 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 10.0 days between the experience and publishing their negative review (162 reviews record both dates).
What their policy promises
delivery promise: 14 November
“Both Marella themed cruises go on sale today (14 November).”
delivery promise: Palma to Malaga
“The journey starts in Palma, with stops in Valencia and Cartagena, before concluding in Malaga, Spain.”
delivery promise: 5-9 February 2026
“The first setting sail from Malaga on Thursday, 5 February, and concluding on Monday, 9 February 2026”
delivery promise: 5-10 February 2026
“the second option is a five-night Marella themed cruise, which departs on the same date but finishes on Tuesday, 10 February 2026.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 165 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 165 company replies to negative reviews analysed, 31% engaged with the specific problem and 36% were generic templates.
7% of its 578 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 32% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 2,903 of this company’s 12,417 Trustpilot reviews (23%) were written in the last 12 months.
What are the most common complaints about Bolsover Cruise Club?
Support unhelpful
27 reports · 32% of complaintsfalling“I still have my doubts and was also dismayed that she did in fact make several mistakes and omissions”
The company replied on 2025-05-01: “Thank you for taking the time to share your feedback. I'm very sorry to hear that your experience with us did not meet your expectations. At Bolsover Cruise Club, we pride ourselves on the expertise…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“all they did was book the cruise we requested”
The company replied on 2024-11-11: “Thank you for your valuable feedback. We have carefully reviewed your booking and, despite exploring multiple flight options with both the cruise operator and our Cruise & Stay team, we regret that…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“found out it had gone down £700.we are pensioners so I rang them up to be told there is nothing that can be done”
The company replied on 2025-09-16: “Thank you for your feedback. We are sorry to hear of your disappointment. Cruise operators work on a fluid pricing system, meaning fares can change over time. When you noticed a later reduction, we…”
Our classifier read this reply as a deflection.
Misleading pricing
21 reports · 25% of complaintsrising since 2025-05“rang back at 8.00pm only to find price had gone up!”
The company replied on 2025-09-05: “Thank you for taking the time to share your feedback. I am sorry to hear of your disappointment when you called back later that evening. Our team are indeed available until 9pm, however it is…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I still have my doubts and was also dismayed that she did in fact make several mistakes and omissions”
The company replied on 2025-05-01: “Thank you for taking the time to share your feedback. I'm very sorry to hear that your experience with us did not meet your expectations. At Bolsover Cruise Club, we pride ourselves on the expertise…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“we found our cabin was nothing like th one illsutratedin the brochure”
The company replied on 2025-02-27: “Thank you for your feedback. We appreciate you taking the time to share your experience. We understand that your concerns have already been addressed by a manager. To clarify, all discussions…”
Our classifier read this reply as a deflection.
Other
13 reports · 16% of complaintsrising since 2025-05“pushing marketing material incessantly, even though we have have asked them multiple times to stop sending material”
The company replied on 2025-07-16: “Thank you for taking the time to leave your review. I am sorry to read your comments and would like to reassure you that Bolsover Cruise Club does not exploit or take advantage of anyone. We are…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“booking put the 2 couples flying from the same airport on different flights”
The company replied on 2026-08-07: “Thank you for your feedback. We’re sorry to hear of the issues with your group’s flight arrangements. Our team are currently working on this to resolve the matter. When arranging group bookings, we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I felt totally let down by Bolsover and out of pocket by £220.”
The company replied on 2026-06-26: “Thank you for taking the time to leave your review. We are pleased to hear that you found the advice friendly and helpful at the time of booking, although we are sorry to read that you felt let down…”
Our classifier read this reply as a deflection.
Support unreachable
12 reports · 14% of complaintssteady“still not received any conformation for cruise holiday”
The company replied on 2025-05-06: “Thank you for your feedback. Having investigated your booking, I can confirm it was placed during the evening of 30th April, minutes before our offices closed at 9pm. As with all reservations, we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I have tried to contact them its impossible unless to want to book with them Been on their website again for over 2 hours to try to speak with a person”
The company replied on 2024-08-27: “Hi Tony, thank you for your feedback. Pleae use the 'unsubscribe' link at the bottom of our emails. Alternatively, please call us and we can remove your details. Thank you.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I tried to explain to them what they had done and what I was expecting, but got nowhere.”
The company replied on 2023-07-20: “Thank you for taking the time to provide a review on Trustpilot – all feedback is good feedback and a learning platform for us here at Bolsover Cruise Club. If you recall, our Customer Service Team…”
Our classifier read this reply as a deflection.
Overcharging
5 reports · 6% of complaintsrising since 2025-05“they made an error with our amount of cruise credit and have said it was a mistake and will now not honour their error”
The company replied on 2023-05-11: “We're really sorry to hear this. Cruise credits are arranged by the cruise lines and unfortunately we have no control over these. Thank you.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“found out it had gone down £700.we are pensioners so I rang them up to be told there is nothing that can be done”
The company replied on 2025-09-16: “Thank you for your feedback. We are sorry to hear of your disappointment. Cruise operators work on a fluid pricing system, meaning fares can change over time. When you noticed a later reduction, we…”
Our classifier read this reply as a deflection.
“Every time we were in contact with Bolsover the deposit changed and they took 25% more than they quoted”
The company replied on 2025-04-07: “Thank you for taking the time to share your feedback. The hotels you originally requested showed no availability across any of our hotel suppliers at the time of booking. As such, an alternative…”
Our classifier read this reply as a deflection.
Billing errors
4 reports · 5% of complaintssteady“Every time we were in contact with Bolsover the deposit changed and they took 25% more than they quoted”
The company replied on 2025-04-07: “Thank you for taking the time to share your feedback. The hotels you originally requested showed no availability across any of our hotel suppliers at the time of booking. As such, an alternative…”
Our classifier read this reply as a deflection.
“I am still waiting for the £60 to be credited back to my visa”
The company replied on 2024-04-22: “Thank you for your review, we appreciate all feedback. I can see the refund was processed on Thursday last week, it should be back in your account any day. Thank you.”
Our classifier read this reply as a substantive response.
It promised: refund.
“the booking summary showed an incorrect price.”
The company replied on 2026-08-04: “Thank you for your feedback. We're sorry the booking summary initially showed an incorrect price, but we're pleased this was quickly corrected. We appreciate you bringing this to our attention and…”
Our classifier read this reply as a substantive response.
Compare Bolsover Cruise Club with…
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- Bolsover Cruise Club vs Viva Cruise
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-11.