Marella Cruise Control Terms and Conditions

If you book a Shore Excursion, Spa, Salon, Fitness, Thermal Suite, Cabana, Ocean Spa Terrace, Entertainment Experience or Speciality Dining experience with us, the below Terms & Conditions will apply to your booking. Your contract will be with Marella Cruises Limited registered in England and Wales with its registered office at Wigmore House, Wigmore Lane, Luton, Bedfordshire, United Kingdom, LU2 9TN (registered number 12562788).

These Terms & Conditions govern the relationship, responsibilities and liabilities between the Passenger and the Carrier in relation to Shore Excursions, Spa, Salon, Fitness, Thermal Suite, Cabana, Ocean Spa Terrace, Entertainment Experiences and Speciality Dining and are supplemental to the Cruise Conditions of Carriage, Booking Terms and Conditions, Website Terms and Conditions, and CLIA Cruise Passenger Bill of Rights.

(https://www.tui.co.uk/destinations/info/booking-terms-and-conditions)

(https://www.tui.co.uk/destinations/info/cruise-conditions-of-carriage)

(https://www.tui.co.uk/destinations/info/website-terms-and-conditions)

(https://www.tui.co.uk/destinations/info/clia-cruise-industry-passenger-bill-of-rights)

Terms defined in the Cruise Conditions of Carriage have the same meaning when used in these Terms & Conditions.

1. Your right to change your shore excursion booking

Prior to travel, if you change your mind and have booked via our website, you can manage the cancellation of your own booking by logging back into Marella Cruise Control. If you’ve booked via one of our Holiday Stores, simply pop in and your Holiday Advisor can process the cancellation for you. If you decide to change or cancel your booking once you’re onboard and need a refund, you’ll be refunded the same way you paid. Unfortunately, we can’t refund the cost of your shore excursion if you amend or cancel within twenty four (24) hours of your excursion’s scheduled departure. This includes not turning up on time on the day of your trip unless you’ve got medical authorisation from the onboard doctor.

2. Our right to change your shore excursion booking

Every now and then, circumstances beyond our control force us to change or cancel excursions without warning. This may include itinerary and port amendments, late arrival into port, overcrowding at popular sights or traffic delays which all have a knock-on effect on excursions. Plus, most of our trips need a minimum number of participants to go ahead and, although we operate them come rain or shine, if the weather has an effect on an excursion’s safety, we may have to change or cancel your trip. During public holidays, access to certain facilities - such as museums, archaeological and religious sites - may be restricted, too. We’ll always do our best to run the trip in a different order to minimize inconvenience, but if we do have to cancel, we’ll give you a full refund.

3. Prices and itinerary

All excursions are subject to change without notice. Descriptions, departure times, itineraries, pricing and locations are correct at the time of publication and may vary or be altered due to unforeseen circumstances. Descriptions and excursion lengths are based on approximate times and predetermined points of interest. Changes may happen before or during your excursion, which are unavoidable and can be made at our sole discretion.

4. Dress code and safety

We strongly recommend you wear flat, comfortable walking shoes for all excursions. Please remember to keep knees and shoulders covered if you’re visiting a religious site - entry may be denied if you’re not suitably dressed. It’s important that you take plenty of water, a sun hat and sunscreen too. You can buy drinks by the gangway before all excursions. Your personal possessions are your own responsibility, so don’t leave anything unattended at any time.

5. Children

Anyone under the age of eighteen (18) must be accompanied by an adult. Infants under two (2) go free, but will have to sit on your lap, and children aged two to twelve (2-12) years of age inclusive will pay a child price, where applicable. If you have any concerns over the suitability of the tour for children, please speak to a member of the Destination Services team once onboard for advice.

6. Transport

We work closely with all our agents to ensure the highest possible health and safety standards that, as a minimum, will comply with local regulations. Seatbelts should always be worn where they’re fitted, and you must be seated at all times during coach and boat journeys. We can’t guarantee your coach or bus will be air-conditioned so please be prepared to accept the standard of transport that’s available.

7. Restrictions

Individual excursion operators have their own safety restrictions based on age, health, weight and/or height and we urge you to abide by them. Always follow the instructions of the tour guide. Illegal, threatening, disruptive, abusive, or dangerous behaviour and/or behaviour which is detrimental to or incompatible with the interests, comfort, well-being or harmony of others in the opinion of the tour guide may result in you being removed from the current excursion - criminal proceedings may also follow. If you’re taken off an excursion, you’ll have to make your own way back to the ship. No refunds or compensation will be paid, and we may claim against you for any costs and expenses incurred as a result of your behaviour. We reserve the right to amend or cancel excursions to meet local conditions for participant safety and convenience. We won’t compensate you for disappointment in circumstances caused by events beyond our control that make it impossible for us to provide services as intended. We’ll take no responsibility for the acts or omissions of third parties including, but not limited to, owners or those in control of any sites or property visited on an excursion.

8. General

You should carefully read all literature on excursions for details of the level of the activity and the necessary experience, if any, required. While we ensure all activities run to the local legal standard, and risk assessments are regularly carried out, some activities do carry an element of risk. It’s your responsibility to ensure the trip and/or activity is suitable for you and that you’re fit enough to join in. Always check you have suitable and valid insurance for your excursion and optional extras. It’s your responsibility to declare any material facts, including known medical conditions, to your insurers, as failure to do so may result in a claim being reduced or declined. You may be required to sign an additional waiver agreement form with the excursion provider in order to participate in any of our excursions.

9. Speciality Dining includes

Surf & Turf Steakhouse, Kora La, Sushi Bar, Umi Sushi, Sushi within Kora La, Beach Cove, The Dining Club, Silver Fork, Platter, and The Great Musical Afternoon Tea.

10. Your right to change your Speciality Dining booking

Prior to travel, if you change your mind and have booked via our website, you can manage your own booking by logging back into Marella Cruise Control. Here you can cancel existing bookings and re-book an alternative dining experience up to seven (7) days in advance of travel. If you’ve booked via one of our Holiday Stores, simply pop in and your Holiday Advisor can process the cancellation or change for you. If you decide to cancel your booking once you’re onboard, you can do so at any point up to 24 hours prior to your dining time and you will be refunded in full. This can be requested at reception; you will be refunded in the same way you paid, this may take up to fourteen (14) days. If you decide to cancel your booking within twenty four (24) hours of your dining time, a cancellation charge, no greater than fifty percent (50%) of your restaurant booking value, may be applied. If you would like to change your booking, this can also be requested at reception. Your original booking will be cancelled in full and a new booking made for you onboard.

11. No shows

If you fail to turn up to your Speciality Dining booking, you will be refunded in full but a cancellation charge, no greater than fifty percent (50%) of your restaurant booking value, will be charged to your onboard account. If you are more than fifteen (15) minutes late for your Speciality Dining booking, your table may be offered to someone else, and a cancellation charge may be applied.

12. Our right to change your Speciality Dining booking

Every now and then, circumstances beyond our control may force us to change or cancel your Speciality Dining booking. If your booking is cancelled pre-departure, you will receive an email notification. If your booking is cancelled onboard you will be contacted by the onboard teams. In both cases, you will be refunded in the same way you paid, this may take up to fourteen (14) days.

13. Prices

Our Speciality Dining prices vary by restaurant, itinerary, date, availability, and time slot and may fluctuate prior to booking. The prices displayed onboard may vary from those available at the prebooking stage. Cuisine descriptions, prices and sample menus are a guide only; the Speciality Dining Menus for your cruise will be available to view onboard.

14. Dress code

Dress code varies by restaurant and by time of day. In the evening, the dress code is Smart for all Speciality Dining restaurants. For lunch time sittings, a Casual dress code applies.

Smart: Shirts or polo-shirts, trousers or tailored shorts, skirts or dresses, smart trainers, shoes or sandals, but we ask that you leave sportswear, flip-flops and non-tailored shorts in your cabin.

Casual: No Swimwear allowed – footwear and tops required, and shirts must be buttoned up.

15. Children

Younger children (those aged twelve (12) and under) are welcome at the early sittings (reservations prior to 19:30) in our Speciality Dining restaurants. Younger children will not be charged at the point of booking. Instead, they will be offered the option to select their meal from a fully inclusive, free children’s menu onboard. If younger children decide they would like to dine off the main Speciality Dining menu at the time of dining, this can be accommodated with the additional charge added to your cruise account at the end of your meal. Unfortunately, we are unable to offer reduced portion sizes or an amended version of the main menu for children in our Speciality Dining restaurants.Older children (aged between thirteen (13) and seventeen (17)) are required to dine off the main Speciality Dining Menu and will be charged at the time of reservation. Older children dining from 19:30 onwards, must be accompanied by an adult.

16. Restrictions

Dining parties with more children than adults or greater than six people may be unable to use the pre-booking platform. Bookings for such parties can be made onboard.

17. Dietary requirements

During the booking process, parties are given the opportunity to advise of group dietary requirements. Whilst we will endeavour to take account of all dietary requirements listed on the booking, this in no way absolves a customer from their responsibility to inform their server of any specific needs at the beginning of each dining experience.

18. Your right to change your booking

Prior to travel, if you change your mind and have booked via our website, you can manage your own booking by logging back into Marella Cruise Control. Here you can cancel existing bookings and re-book an alternative up to seven (7) days in advance of travel. If you’ve booked via one of our Holiday Stores, simply pop in and your Holiday Advisor can process the cancellation or change for you. If you decide to cancel your booking once you’re onboard, you can do so at any point up to twenty four (24) hours prior to your experience start time and you will be refunded in full. This can be requested at the spa reception; you will be refunded in the same way you paid; this may take up to fourteen (14) days. If you decide to cancel your booking within 24 hours of your booked time, a cancellation charge, of fifty percent (50%) of your booking value, will be applied. If you would like to change your booking, this can also be requested at spa reception. Your original booking will be cancelled in full, and a new booking made for you onboard.

19. No shows

If you fail to turn up to your booking, you will be refunded in full but a cancellation charge of fifty percent (50%) of your booking value, will be charged to your onboard account. If you are more than fifteen (15) minutes late for your booking, a cancellation charge may be applied.

20. Our right to change your booking

Every now and then, circumstances beyond our control may force us to change or cancel your booking. If your booking is cancelled pre-departure, you will receive an email notification. If your booking is cancelled onboard, you will be contacted by the onboard teams. In both cases, you will be refunded in the same way you paid, this may take up to fourteen (14) days.

21. Prices

Our prices vary by itinerary, date, availability, and time slot and may fluctuate prior to booking. The prices displayed onboard may vary from those available at the pre-booking stage. Descriptions and prices are a guide only.

22. Children

Guests must be at least eighteen (18) years of age to receive spa treatments or utilise spa facilities unless participating in the kids or teen spa program. Salon services are available to guests of all ages. Fitness facilities are available to minor guests when accompanied by an adult. Please see restrictions posted at the onboard gym.

23. General

You should carefully read all literature on Spa, Salon, Fitness, Thermal Suite, Cabana and Ocean Spa Terrace for details of the level of the fitness and health requirements and the necessary experience, if any, required. While we ensure all activities run to the local legal standard, and risk assessments are regularly carried out, some activities do carry an element of risk. It’s your responsibility to ensure the activity is suitable for you and that you’re fit enough to join in. Always check you have suitable and valid insurance for you and that you’re fit enough to join in. It’s your responsibility to declare any material facts, including known medical conditions, to your insurers, as failure to do so may result in a claim being reduced or declined. You may be required to sign an additional waiver agreement form prior to participating in/using any of the above mentioned activities/ facilities provider in order to take part.

24. Entertainment Experiences include

The Heist and The Lock In

25. Your right to change your Entertainment Experience booking

Prior to travel, if you change your mind and have booked via our website, you can manage your own booking by logging back into Marella Cruise Control. Here you can cancel existing bookings and re-book an alternative entertainment experience up to seven (7) days in advance of travel. If you’ve booked via one of our Holiday Stores, simply pop in and your Holiday Advisor can process the cancellation or change for you. If you decide to cancel your booking once you’re onboard, you can do so at any point up to twenty four (24) hours prior to your Entertainment Experience and you will be refunded in full. This can be requested at reception; you will be refunded in the same way you paid, this may take up to fourteen (14) days. If you decide to cancel your booking within twenty four (24) hours of your Entertainment Experience time, a cancellation charge, no greater than fifty percent (50%) of your Entertainment Experience booking value, may be applied. If you would like to change your booking, this can also be requested at reception. Your original booking will be cancelled in full and a new booking made for you onboard.

26. No shows

If you fail to turn up to your Entertainment Experience booking, you will be refunded in full but a cancellation charge, no greater than fifty (50%) of your Entertainment Experience booking value, will be charged to your onboard account. If you are more than fifteen (15) minutes late for your Entertainment Experience booking, your table may be offered to someone else, and a cancellation charge may be applied.

27. Our right to change your Entertainment Experience booking

Every now and then, circumstances beyond our control may force us to change or cancel your Entertainment Experience booking. If your booking is cancelled pre-departure, you will receive an email notification. If your booking is cancelled onboard, you will be contacted by the onboard teams. In both cases, you will be refunded in the same way you paid, this may take up to fourteen (14) days.

28. Prices

Our Entertainment Experience prices vary by itinerary, date, availability, and time slot and may fluctuate prior to booking. The prices displayed onboard may vary from those available at the prebooking stage. Descriptions, prices and sample menus are a guide only.

29. Dress code

Smart:

Trousers, smart tailored shorts, skirt or dress and a shirt or polo shirt and smart shoes – no trainers or flipflops. Jackets and ties are optional.

30. Children

‘The Heist’ and ‘The Lock In’ are only available to guests eighteen (18) and over.

31. Dietary requirements

During the booking process, parties are given the opportunity to advise of group dietary requirements. Whilst we will endeavour to take account of all dietary requirements listed on the booking, this in no way absolves a customer from their responsibility to inform their server of any specific needs at the beginning of each experience.

32. Event specific information

‘The Heist’ and ‘The Lock In’ include cocktails as part of the Entertainment Experience. Please discuss with your server if you prefer an alcoholic or non-alcoholic version, the price of the experience remains the same.

33. Law and jurisdiction

All disputes and matters arising between the Passenger and the Carrier in connection with any booking covered by these Terms & Conditions shall be subject to the laws of England and Wales and shall, subject to the provisions of The Athens Convention, be brought in the Courts of England and Wales. You may however choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident in either of these jurisdictions, but not to any other law and/or jurisdiction.

34. Use of data

We will only use your personal data as set out in our Privacy Notice, which can be found here: https://www.tui.co.uk/destinations/info/marella-cruises-privacy-policy

35. Limitation on liability

The limitation of liability contained in the Conditions of Carriage, are applicable to any bookings covered by these Terms & Conditions, whether purchased before travel or onboard.