Princess Cruises Reviews

Sorry to have to do this 9 years ago would 5 stars now 2, 1 1/2 hours waiting in the car to have my car concierge parked as you’ve now decided to let everybody on the ship at the same time, extremely poor, bearing in mind you have 3500 customers to board staggered boarding always works , over 30 mins to get a drink on a bar in the evening, to use the huge amount of queues, nowhere to sit and enjoy your drink as all open seating areas are completely rammed packed. Amazingly large queues to get shuttle buses back from the destination to the ship, which I also encountered various people getting taxis to avoid missing the boat. On smart casual nights, you decide to let customers enter the main dining rooms extremely poorly dressed to the degree of wearing shorts and flip-flops when they should be wearing a shirt trousers, and perhaps a jacket with no challenge. This type of dress sense is more suited to other cruise lines having stated the attire, smart casual with no challenge from the supervisors. The mini suite I had had an immense amount of creaking and clunking, which I’ve never encountered all my years with various cruise lines, despite my complaints nothing was done about it, this entailed in several nights of extremely poor sleep which I would not expect from any cruise line. I do appreciate in a rough seas you do get some noise. This is more a mechanical issue due to the creaking and knocking in my mini suite I have to say on the upside, the sky princess had extremely good members of staff, despite the lack and also an extremely good selection of food in the Lido food bar and the ship is extremely elegant. I do think you need to employ more staff to customer ratio and also more seating areas of people to sit in the evening to cope with extreme demand or cut back on the number of passengers on the ship.. please bear in mind I have sold on the Grand princess, Sea princess, and Emerald Princess, more than once, and I have never experienced in my life. I really think you need to address these issues before it starts affecting your business. Again the staff were amazing let down by poor management and planning so unfortunately it’s back to Cunard for me as I have never ever had an issue and do not expect to.

Poor Cruise on the Regal Princess. Over reliant use of technology with no personal touch. Stateroom smaller than usual. The evening meals were average to poor with a number of meals returned for various reasons including undercooked and containing allergens. They have no way of knowing anyones allergies because you have a different table and staff each night. Entertainment was hit and miss. Not sure if there should be safety concerns but you are supposed to watch the TV screen to indicate what to do in an emergency but although they can monitor that guests have tuned in they cannot know that the guests have watched it. Staff were excellent and tried their best but management poor.

We sent our son and daughter in law on this cruise for their honeymoon which left on Sept 5. Unfortunately, there was a medical emergency on their level which required an air vac. Due to this unforeseen emergency they and many others had to be woken up and had to evacuate their room at approximately 2 am and had to go to the muster station until 4 am. This was so traumatizing for the both of them as my daughter in law was so upset as this ruined their next day as they were so tired due to lack of sleep. Now, we all know that this was not Princess Cruise Lines fault as a safety procedure had to be followed, however, I truly believe that it would be a first class customer service gesture to give them something for the inconvenience they experienced. As my wife and I have been Platinum members and have always enjoyed travelling on Princess Cruises in the past, now I'm questioning this company business ethics. A Junior Manager on the ship was just cutting me off from speaking and saying that they owe them nothing as it was a safety protocol! (No kidding Captain Obvious!) Three higher up executives (Jan Swartz-VP, John Padgett-CEO and Collin Steinke-Dir PR) were also advised of this and not one of them had responded at the time of writing this article. This goes to show if the proper leadership is not shown or coached from the top executives, this filters down to the Junior management and in turn affects the paying customer.(see all the 1* ratings) This company has now lost not only my business but my family members business in the future. So Sad!!

Started a 18 day trip with a room that was too hot to sleep in. We kept asking for help with the air conditioning. They kept saying it was fixed. Finally, day 5 we got a supervisor to come to the room. She told us it was hot and nothing had been fixed. At the midway point of the trip, they found us another room. Only this time the bathroom toilet flushed sporadically. What a horrible experience. We asked for some of our money back, but they didn't budge from a credit. Why would I ever take another Princess cruise if my experience is like this one. So, what good is a credit. If I get a bad meal in a restaurant, then I don't pay. But not this cruise line. Everything else was excellent on the cruise. We just couldn't sleep or use the toilet facilities. Awful.

Changed room. Havent even started the cruise and already something is wrong. I fear for the cruise itself. Apparently my reserved room is gone to a reactivation (dont know what it means) so i will get a reassigned cabin later. What? Dont we reserve a cabin for a reason? They will assign a cabin? Well expectation is getting very low,. Not looking forward to this. Amateurish.

Two weeks before a cruise that we booked 2 years ago we have been informed of major changes - including a cancellation of one of the ports. Customer service appalling and no sign of any compensation.

We have cruised with Princess exclusively for years all over the world, and this was our first post pandemic cruise and our first time to Japan - it did not disappoint. We had a great experience and it felt like returning home after waiting so long. Seeing Japan by cruise is so easy and felt so simple considering the language barrier. Everything was just as we remembered and we were so happy it was - good food, good staff, good itinerary, good times! We can’t wait to cruise again in August 2024 on the new Sun Princess! every industry is rebuilding customer service post pandemic, not just Princess - patience is a virtue and it’s not hard to be understanding as new staff learn the ropes - it’s best for your well-being and those around you to be kind rather than cranky 🙂

Absolute worst customer service and experience I've ever had and absolutely incompetent staff. My girlfriend and I booked a cruise with a live agent over the phone and that person screwed everything up and I mean everything. it was supposed to be in Canadian dollars it was us, we were supposed to fly out of Toronto they had us flying out of Texas, they misspelled our names and got our address wrong even though we spell our names for them and they still got it wrong, they had a Canadian address with a Texas postal code and it wasn't even the right Canadian address. so we try another live agent to fix what the other person screwed up for over a month they tried and no results and then they said we went through the phone records and realized it's our fault but is your problem not princess cruises and that we would have to pay more if we wanted to go. I reached out to the president of the company and I never got an email back. My girlfriend is a repeat customer for princess cruises this would have been her fourth cruise but we had to cancel cuz we cannot pay more I find it pretty sad how poorly they treat repeat customers.

The food was terrible. There was not one meal in the 7 days that I could actually say we enjoyed. Everyone at our table agreed it was the worst food we have ever gotten on a cruise. Would not recommend this ship to anyone. We were on the Grand Princess to Alaska

Princess has really gone downhill, which is a view shared by at least two senior members of staff onboard. Honestly, you couldn't pay me any sum of money to go on another Princess Cruise. Quick overview: my next few paragraphs are issues around food safety. After that it's what I wish I'd have known before I booked. Food safety My main issue is around food safety. IF YOU HAVE ANY DIETARY REQUIREMENTS, PRINCESS IS NOT SAFE FOR YOU. Please also note if you're vegan, there are no vegan dishes available. I am pregnant and allergic to dairy (to be specific, milk products like cream, cheese and butter). I told Princess on the app and on the online portal before I boarded. I told my booking agent when I booked the cruise. The first night, there was no meal for me. Instead I ended up with a dry piece of meat with some vegetables, served after everyone else had eaten. Thereafter I was told to order my food 24hrs in advance, which I always did. Yet every single meal had food that was unsafe for me to eat and each time it was me who noticed the issue. I even had issues in the speciality dining restaurants. When I was served food I couldn't eat, I often got a poor attitude from staff such as "oh it didn't say that on your ticket" as if I was the one who wrote the ticket and they just seemed really annoyed with me. I then had to eat by myself, as my family had all finished eating. Every day this happened. They did eventually make me a separate dessert, which I had no choice in, but it was the same one five days in a row and again later than everyone else at my table was served. They wouldn't serve everyone else the same food every day, so I don't understand why it was ok for me. Despite me asking them not to, a chef came out to talk to me about my dietary requirements and pregnancy on the restaurant floor, where other diners could overhear what was being said. He promised to take care of my food and ensure it was safe going forwards, but then admitted he didn't know what pregnant women can and can't eat. I similarly had a waiter argue with me about safe food and later apologised to my husband, rather than to me. He then asked me to teach him what pregnant people can and can't eat. Frankly the lack of training around this is shocking. I complained to Guest Services on board, who apologised every day. I was told every day the chefs would be told and that it wasn't good enough, and yet nothing ever changed. I was told I'd have a meeting with the Head of Catering, but that didn't happen. I raised my concerns after I left the ship, and was told it would be reviewed and they'd give me 20% of the cruise value back. It's really not good enough. I ended up ill on the cruise because, despite my efforts, I still ended up eating dairy. I dreaded meal times every day and it it ruined the holiday for my family too. I also tried eating in the buffet, but food is either not labelled or labelled incorrectly, and room service kept getting my order wrong. Princess don't seem to take seriously that if someone has a severe allergic reaction to a food, this could cost them their life. Thankfully for me, it just made me ill. Onboard amenities. There are not a lot of places to go on the ship during the day. We headed to Alaska, so it was often too cool to sit outside. Inside areas during the day were mainly limited to the buffet area and the atrium, which was always packed and difficult to get a seat in. There was only ever one restaurant open for lunch. Even with reservations, there were often long queues. Disability We travelled with my in-laws who are deaf. There's really not a lot of provision for deaf people. They can't hear announcements, or the door bell, or answer their phone when it rings (or for them to know it's ringing). Again we told Princess ahead of time. They weren't on our booking, so they looked like separate travellers. Luckily they were travelling with people who could hear or they would have missed important information, like disembarkation at the end of the cruise or where to go each day on the ship to get off the boat and go ashore. Wifi It doesn't work out at sea. You can, however, still use the Medallion app without paying for wifi to do ship related things, like make table reservations and find where other members of your party are on the ship. Medallion App This has to be downloaded before you board the ship. You need the app to be able to access Wifi (and make table reservations etc). If it's not working, sign out of it and then sign back in.

Booked a cruise package through Princess including flights. Our return flight was cancelled the evening before we were due to return and Princess told us to sort it out ourselves with the airline at the airport. We’re not interested in helping at all or getting us to the airport.Our debark excursion was cancelled because of the flight issue and they refused to refund the cost. In addition, after agreeing my bill they added $300 after leaving the ship. Customer services are a joke, emails are being ignored and it looks like I will have to use Section 75 credit card protection to get my money back. Will never use the Carnival brand again.

If I could rate as a -10 then I would. The cruise itself was nice enough and what I expected; however, the dog sledding expedition was cancelled due to weather not allowing the helicopters to fly that day. The cancellation was not the problem. Princess has not refunded my $2,679.80 that I prepaid for this expedition for my family of 4. I have called weekly for the past 3 weeks and they promise "within 5 to 10 business days" I will receive a credit on my credit card. THEY HAVE NOT REFUNDED ME AS PROMISED. In 4 days, it will be a month since our cruise and we still have not received our money back. Total SCAM company. I have never in my life been ripped off this much money by a large company. Stay away from this company unless you insure your trip and arrange your own excursions.

I try to get a contact for 'customer serves' which seem not to exist. This is before going to the cruise.

Princess have now "enhanced" the cruise experience by removing many complimentary items and adding them to their packages. We found this out when we entered our cabin and found a printed note on the bed. It also stated that all of the pre booked packages had been withdrawn and in order to get the complimentary services added the the revised package an addition charge would have to be paid.

We have cruises with Princess Cruises for 20 years and have seen the company slowly progress from a 5 star cruise line to a three star. The company is now money driven to the detriment of on board standards and overall enjoyment. After the latest so call on board “enhancements”, basically paying more for less, meaning our previous 35 cruises care for nothing, we will not be cruising with them again.

If I could give a zero I would! Was taken sick on Sky Princess and diagnosed with a life-threatening condition, but I was taken to a private hospital with no ICU and my parents were not informed of the facility they were taking us. Also, insurance was not made aware by Princess Cruises that it was private and they should have been and they couldn't confirm they would pay and my parents had to sign to accept responsibility for the bill, which was 41,500 euros. Insurance was paid in the end but not until the British Embassy and a Unlawfully denied notice was issued as the hospital refused to let us leave. If you travel with them and need medical care beware!

Royal Princess to Alaska: The crew lacked knowledge of the ship. I was directed in 4 different directions by 4 different people, just to add people to our dinner. We had charges on our bill that were not ours. We had to track down food orders that weren’t delivered to our location. The food quality was poor outside of the specialty dining. We paid for the premium package and just before our departure was told it changed and had to pay even more instead of grandfathering it in. Our wedding photographer said we didn’t get any pictures in our package and it would cost us $800, then came back later to say he was incorrect. No kidding! And the pictures were not good. The customer service desk staffed 2 people so the lines were always really long. Why not have others be available for questions. There was also a lack of communication due to a lack of English with some workers. My mother-in-law won a “prize” of $200 but found out it was after you spent $600. Misleading.

Terrible cruise. It is absolutely a 65+ year old cruise but it is NOT advertised as such. It was a nightmare. Nothing but events like "how to get rid of wrinkles" and "knitting and crochet." Everyone on the ship is elderly and it is an absolute nightmare. Thanks to Princess Cruises I will never be going on another cruise ever. How this is not strictly a 65+ cruise line baffles me. Also they charge hundreds for wifi. How is this NOT INCLUDED. A nightmare of a vacation.

THINK TWICE ABOUT PRINCESS CRUISES, READ THE REVIEWS ON YELP, GOOGLE, AND SOCIAL MEDIA, AND GOOD LUCK GETTING A REFUND CHECK FROM PRINCESS CRUISES AFTER YOUR CRUISE IF YOU'RE OWED A REFUND $!!! We pre-paid cruise, excursions, etc before sailing (Plus package) for our 7-day Alaska cruise from Seattle. Our most expensive excursion was canceled by the ship or vendor the day of and no one even notified us until we packed up and got ready to leave the ship. No notification in the room, on the app, or anywhere about it being canceled. Although it was disappointing, we understood because it was a flight canceled due to weather which was unavoidable, and better safe than sorry. The bad part is that we stayed within our package and have an overpayment that our credit card was billed for due to the canceled excursion ($1,314). It's a lot billed to our credit card, now interest so we could use our refund to pay it back. I just got off the phone with 1-800-PRINCESS AND the agent told me “It’s not a lot of interest.” I've contacted customer service, customer relations, email, live chat, and everywhere almost 20-30 times within the last 6 weeks. I must've spent 8-10 hours so far on this to get our refund $ back. They all give different information, timeframes, etc. The customer service line is so loud with outside noise and strong accents that I couldn't hardly understand. Emails come back with an auto delay message, blah, blah, blah. They never even mailed us our expenses (portfolio) after the cruise and I had to call, request, and email multiple times to even get that (they won’t give it to you onboard and say it will be emailed). I think they want you to not realize, forget, or give up if you're owed $. Good thing I took a screenshot of the account on our room tv monitor as we were walking out to go home. Did you know that they "assume" if you have an overpayment that you want it kept as a "future cruise credit?" unless you contact them and beg, plead, and demand your $ back? The food was not even that great. They charged $1,028 for the drink package once we reviewed the breakdown and our portfolio (that’s $514 per person for 7 days). Drinks were average $10 so between the 2 of us we'd have to drink around 100 drinks in 7 days (that's about 14 drinks per person/day) to even break even on that portion. Our medallion didn't work properly as advertised. We hung our room service breakfast order on our door hanger as we had an early wake-up day and no food came. Ordered food on the app with our medallion to come to us and it never came either after waiting in our room for 2 hours. We requested 2 twin beds and had 1 queen bed. We requested robes in our room and there were none (not really a big deal but if you’re paying $7,500+ for a 7-day vacation it would’ve been nice for my wife). Also, just a head’s up: as of August 12, 2023, some things that were previously included now have a charge from my understanding and they are: Vines, Salty Dog Gastropub, O'Malleys, Ocean Terrace, Alfredo's and Gigi's — will now offer three-course, fixed-price menus. Regular passengers will pay $14.99 for these meals, but Princess Plus and Princess Premier guests can dine for free. A one-time activation fee of $14.99 for OceanNow on-demand food and drinks delivery to your location on the ship, no matter where you are (app/medallion location food service did not work on our Royal Princess cruise). The fee will be waived for passengers who book either of the all-inclusive Plus & Premier packages. Princess Plus or Princess Premier packages can get free room service delivery. Everyone else will have to pay a newly added $5 delivery fee per order. And lastly, I believe they may now be charging to mail your medallion to you. Our port time in Victoria B.C. Canada was cut short only 3 hours from 9 p.m. to midnight so why even bother? We spent over $7,500 on a 7-day cruise for 2 with excursions, not including airfare, and will never go back to Princess!!!

Our 21 day mediterranean cruise on Enchanted Princess was brilliant! Great service, fantastic food, our balcony suite was excellent and the entertainment was mostly top class, especially the Philippe Lavoipierre trio and the dance band. Our only gripe is that post-cruise service has been terrible! We had two simple requests in June and we still have heard nothing back.