Princess Cruises
View company profile →
Disappointing Service and Poor Staff…
Disappointing Service and Poor Staff Morale on Sun PrincessRating: ★★☆☆☆Our first European cruise on the Sun Princess, which embarked on August 17th from Athens, was far from the relaxing and luxurious experience we had anticipated. While the ship itself is stunning and the food quality exceptional, the overall experience was marred by poor organization, subpar service, and an unsettling atmosphere among the crew.Onboarding Chaos: The initial boarding process was chaotic and disorganized. We, along with many other passengers, were left waiting for hours without any clear communication or assistance. The frustration among the crowd was palpable, with some passengers shouting due to the long wait times. This disorganized start was a major letdown.Housekeeping Woes: Once on board, our issues continued with housekeeping. Simple requests, like asking for hangers, took an unreasonable amount of time—over three hours and conversations with four different staff members. This delay meant we couldn't settle in and rest properly on our first night. Additionally, housekeeping staff expressed a preference that we leave the room while they clean, which we found a bit insulting. Despite following their request and leaving the room for four hours the next day, we returned to find it still uncleaned. When housekeeping finally arrived, the attendant was visibly distressed, even to the point of tears, citing overwork and an overwhelming number of rooms to manage. This was heartbreaking to witness and certainly not the experience one expects on a luxury cruise.Event Mismanagement: The onboard activities were another source of disappointment. Scheduled events were either canceled without notice or started earlier than advertised, leaving many guests, including ourselves, confused and frustrated. For instance, we attended a highly anticipated spirit tasting only to find it had ended half an hour earlier without any notification. This lack of communication and coordination was inexcusable.Product Knowledge and Upselling Issues: We were also disappointed by the staff’s lack of product knowledge, particularly concerning the offerings at the bars. When inquiring about different types of Patrón tequila, the staff member had no idea about the differences, which discouraged us from making a purchase. Furthermore, what was billed as a "Grand Champagne Reception" turned out to be misleading—there wasn't enough seating, and they served Crémant instead of champagne. This felt like a deliberate attempt to deceive guests, especially those knowledgeable about such finer details.Overall Experience: While we appreciated the quality of the food on board, the overall experience was soured by the poor service and visible unhappiness among the staff. It’s clear that the crew is overworked and undertrained, which not only affects their well-being but also impacts the guest experience. As someone who has traveled extensively and stayed in some of the world’s best hotels, I found this cruise deeply disappointing. The Sun Princess needs to address these issues, from improving staff training and morale to better event management, if they hope to meet the expectations of their guests.