ROL Cruise: most-reported complaints
Automated analysis of 339 public Trustpilot reviews published 2025-05-14 to 2026-08-30. TrustScore 4.9 from 8,627 total reviews — see the Trustpilot page. Quick answer: is ROL Cruise legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, with 24 out of 76 identified complaints citing issues such as being quoted higher prices than other agents. Support problems are the next most frequent concern, comprising 22% of complaints for unhelpful responses and 17% for unreachable staff. Other reported issues, which account for 13% of complaints, include difficulties in stopping unwanted communications.
How to reach ROL Cruise
These are the contact details ROL Cruise publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0808 304 1800, email [email protected], address Lexden House, London Road, Lexden, Colchester, CO34DB, GB.
The company claimed its Trustpilot profile on 2020-06-26, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-01. Trustpilot ranks it 12 of 53 in Cruise Travel Agency. We last checked this profile on 2026-09-24 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 11 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 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: “E: 31/07 Win a Cunard 7-night Atlantic Coast and Iberia cruise worth over £2,500 with ROL Cruise”, “E: 31/08 Win the Ultimate Caribbean Escape worth over £6,000!”, “E: 30/06 Win an unforgettable FREE 7-12 day UK or European cruise”.
Elsewhere: 4.8★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 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: 2026-08-15 (100%, 2.2d) · 2026-08-18 (97%, 2.2d) · 2026-08-21 (100%, 2.1d) · 2026-08-24 (100%, 2.1d) · 2026-08-27 (98%, 2.1d) · 2026-08-30 (98%, 2.1d) · 2026-09-05 (100%, 2.3d) · 2026-09-08 (100%, 2.3d) · 2026-09-11 (100%, 2.3d) · 2026-09-14 (100%, 2.3d) · 2026-09-17 (100%, 2.3d) · 2026-09-20 (100%, 2.3d) · 2026-09-24 (100%, 2.3d).
Severity: 21% of this company’s 76 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In June 2022, 90% of 10 one-to-three-star reviews were 1★; in May 2026, 40% of 10.
Counted from June 2022 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (222 reviews record both dates).
What their policy promises
complaint process: FREE Champagne Gift Box
“Enjoy a FREE Champagne Gift Box when you book an Ocean View or above by 8pm 17th September 2026”
cancellation method: free of charge
“Transfer your booking once, free of charge, up to the date that the balance for your holiday is due (90 days prior to departure).”
cancellation method: once
“Transfer your booking once”
cancellation method: Future Cruise Credit
“Scenic cancellation fees will be waived and you will receive a refund of monies paid in form of a Future Cruise Credit to use on a future Scenic cruise.”
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. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-1 lines; added: Enjoy a FREE Champagne Gift Box when you book an Ocean View or above by 8pm 17th September 2026 T&C's Apply; removed: Enjoy a FREE Regency Hamper when you book an Ocean View or above by 8pm 10th September 2026 T&C's Apply (snapshot)
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 343 negative reviews that received a public reply, the median wait was 2 days — the company profile reports an average of 2 days.
Reply quality: of 343 company replies to negative reviews analysed, 42% engaged with the specific problem and 50% were generic templates.
4% of its 291 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: misleading pricing makes up 32% of this company’s complaints vs a 18% median across 87 ranked companies in its sector.
Review velocity: 2,276 of this company’s 8,627 Trustpilot reviews (26%) were written in the last 12 months.
What are the most common complaints about ROL Cruise?
Misleading pricing
24 reports · 32% of complaintssteady“I was assured that my purchase was the lowest price available but was subsequently approached by another agent who quoted £500 lower”
The company replied on 2026-07-13: “Thank you for your feedback. We are sorry to hear that you were disappointed with your experience. Your comments have been passed on to our Sales Team for review. We value your feedback and hope to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Disappointed that as a loyal customer over more than 10 years the price was 20% higher than the brochure as 4 days after offer .”
The company replied on 2026-06-08: “Thank you for taking the time to leave a review. We are delighted to hear that you received polite and efficient service from our team. The pricing and availability featured in our brochure were…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Disappointed that the advert on Cunard cruises said you could choose between free on-board spend or car parking”
The company replied on 2026-05-08: “Thank you for making contact with us, I understand a member of our team has been in contact with you directly with this matter and please be assured your comments have been passed to our marketing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
17 reports · 22% of complaintssteady“ROL say they won’t handle my query and refer me to P & O! So I go to P & O who refer me back to ROL.”
The company replied on 2026-07-06: “Thank you for your feedback. We're sorry to hear of your frustration regarding this matter. We would like to reassure you that we are actively assisting with your request and have already contacted…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Next I get another invoice for further £100 pus pounds. I called them but they couldn't tell me what is was for”
The company replied on 2026-09-01: “Thank you for taking the time to share your feedback. We are sorry to read about the difficulties you experienced throughout the booking process. This is not the level of service we strive to…”
Our classifier read this reply as a template response.
“What we were not told when we did this, was we would suffer extreme bass noise”
The company replied on 2025-12-23: “Thank you for your review. Please be assured your comments have been passed to our customer care team, who will be in touch. We are sorry for any distress caused by the noise. If you require any…”
Our classifier read this reply as a template response.
Support unreachable
13 reports · 17% of complaintsfalling“telephoned the office was put through to airlines who hung up when they tried to pass my call on”
The company replied on 2025-10-24: “Thank you for your review, please be assured your comments will be passed to our website team. We are pleased to hear that Jake was able to assist with your booking. If we can be of further…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was informed a letter was sent to inform me the cruise was due to be paid by the 28th of October.”
The company replied on 2025-11-13: “Thank you for your review, I am sorry to hear that you did not receive the initial booking confirmation. I can confirm that your booking documents have been resent. If we can be of any other further…”
Our classifier read this reply as a template response.
“Never heard from them again”
The company replied on 2026-07-27: “Thank you for your review. We're sorry to hear that your experience fell short of expectations. We understand how disappointing it must have been after missing our call and then not receiving any…”
Our classifier read this reply as a template response.
Other
10 reports · 13% of complaintsrising since 2026-04“MANY MANY TIMES I HAVE ASKED THEM TO STOP POSTING ME IMFORMATION AND SENDING ME EMAILS BUT TO NO AVAIL”
The company replied on 2026-07-17: “Thank you for your feedback. We're sorry to hear about your experience. We take requests to stop marketing communications very seriously and would like to investigate this for you. As your review…”
Our classifier read this reply as a template response.
“THEY ARE BY LACK OF ACTIONS EFFECTIVELY CANCELLING OUR HOLIDAY”
The company replied on 2025-12-15: “Thank you for your review. I understand you have been in contact with our customer services team, who are currently looking into this for you. However we do remain on hand should you require any…”
Our classifier read this reply as a template response.
“CANNOT GIVE ME HOTEL SO WE CANNOT FILL IN ESTA”
The company replied on 2025-12-15: “Thank you for your review. I understand you have been in contact with our customer services team, who are currently looking into this for you. However we do remain on hand should you require any…”
Our classifier read this reply as a template response.
Not as described
9 reports · 12% of complaintsfalling“The itinerary was completely misleading, when they advertise stopping at Bangkok and Hanoi, you are actually 3hrs away on a coach minimum”
The company replied on 2026-03-16: “Thank you for your review. Please be assured your comments will be passed to the relevant team and they will be in touch with you in due course. In the meantime, if we can be of further assistance,…”
Our classifier read this reply as a template response.
“What we were not told when we did this, was we would suffer extreme bass noise”
The company replied on 2025-12-23: “Thank you for your review. Please be assured your comments have been passed to our customer care team, who will be in touch. We are sorry for any distress caused by the noise. If you require any…”
Our classifier read this reply as a template response.
“I paid 1.8 times the single rate and thought I was getting a double bedded cabin. Ended up in a single cabin”
The company replied on 2025-06-05: “Thank you for your review. We can see you have spoken to our Customer Services Team and P & O Cruises to raise your concerns. We are sorry to note of your dissatisfaction with your cabin on this…”
Our classifier read this reply as a template response.
Overcharging
7 reports · 9% of complaintssteady“they wanted an extra £6000 on to of what we already paid for”
The company replied on 2026-02-09: “Thank you for taking the time to leave your review. Our records show that we did speak with you last week and explained the reasons for the hotel change, including our obligations under the Package…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I was disappointed that the deposit I was required to pay was so high - more than 25% when the cruise is over a year away”
The company replied on 2026-05-01: “Thank you for making contact with us, I understand a member of our team has been in contact with you directly with this matter and this has now been resolved, however we do remain on hand should you…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Next I get another invoice for further £100 pus pounds. I called them but they couldn't tell me what is was for”
The company replied on 2026-09-01: “Thank you for taking the time to share your feedback. We are sorry to read about the difficulties you experienced throughout the booking process. This is not the level of service we strive to…”
Our classifier read this reply as a template response.
Compare ROL Cruise with…
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 2026-09-02.