Princess Cruises Reviews

Called on 5/27/2025 at 12:29 EST to get information on the land portion of my upcoming cruise to Alaska, as well as my initial stay at the Fairbanks hotel we we will be staying at once we arrive. The customer service representative was very rude when I asked her questions regarding food and beverage packages and ended up hanging up on me. We also never received our Medallions before we left, even though when I called on two different occasions within 45 days of embarkment ensuring its delivery. My last communication one week prior they stated it was a system issue and I can pick it up on the cruise. 5 days prior to our cruise, I received an email stating medallion was being sent via FedEx, and the arrival date would be after I leave for the cruise. Absolutely terrible customer service, lacking any compassion. Our 1st and last cruise with Princess.

Very shady company. We booked a cruise and excursions and they ended up needing to change the booking which meant cancelling the excursions and rebooking them. It seems they were unable to transfer Princess excursions. We didn’t think much of it since the prices were the same. When reviewing our credit card summary a few weeks later, however, we noticed they only refunded a part of the original excursions. When we called them, they said all the money had been reimbursed and we politely told them that our bank confirmed that only part had been reimbursed. The customer service agent was impatient with me and treated me like I was scamming them for money when it turns out quite the reverse was true. I filed a dispute with my credit card and only then did Princess send me a check for the remaining amount they owed me. No apologies. Just forced to not steal from their clients and give the money back. I recommend you check the fine print on your Princess receipts and pay only with credit card, since Princess has proven themselves to me to be shady and self-profiting with their accounting practices.

2/5 – Good Experience Marred by Hidden Fees Cruise Line: Princess Cruise Line Ship/Route: Vancouver-Alaska-Seattle Our family cruise had enjoyable moments, but the lack of transparency around mandatory daily fees significantly impacted our experience. The Issue: When booking directly on [Cruise Line]’s website, there was no clear disclosure of a 17 − 17−18/day per person "crew appreciation" fee. The only mention of credit card charges was for onboard purchases—nothing about this automatic daily gratuity. Since my sisters (experienced cruisers) advised tipping staff directly, we did so every day (room stewards, dining staff, etc.). Only later did I discover we were charged twice—once via this hidden fee and again via our personal tips. Why This Is Unfair: Transparency Matters: If this fee is compulsory, it should be prominently displayed during checkout, not buried in fine print. Double Tipping: Guests who prefer to tip in cash (or adjust amounts based on service) deserve that option. Budget Impact: For a family of 5 , a couples of hundreds dollars unexpected charges are big burden—a significant oversight. Suggested Fixes: Clearly list all mandatory fees before payment. Allow guests to opt-out or adjust the fee if they tip directly. Train staff to explain charges upfront (e.g., at check-in). Final Thoughts: The crew worked hard and deserved appreciation, but the company’s approach feels misleading. Until this is addressed, I’d hesitate to book again or recommend Princess Cruise to others.

Poor customer service. I've spent most of the day waiting for a call back from Ross Ware. His colleagues Zara, Sam and Dan were unable to deal with the booking problem, which sounds bizarre! Our party of 4 contacted Princess Cruises when we realised our booking had dropped over £200/person within days of booking. Offered an on board credit, but declined. Doesn't customer service mean anything to Princess Cruises? My next phone call will be cancelling the cruise! 7 May 25 updated. I called Princess Customer Services (April Morrell) to cancel the cruise. Over 30 minutes of unbelievably poor service, I was offered 13p refund on one of the £155 deposits. Apparently, my wife needs to cancel the other booking for an additional 13p. I've explained my reasons for cancelling within 14 days of our online booking and it would appear that Princess Cruises are above Consumer Rights and British law. Please read other reviews before booking with this company. I'm absolutely livid!

Everything was perfect on sky princess. Isobel booked everything so that it was seamless getting all the way from Edinburgh to Miami with a fab hotel to start our holiday. The food was incredible especially the buffet. Staff so caring and committed to ensuring we could relax. Entertainment was excellent. The entire cruise could not be faulted. I am always very admiring of the culture and values at Princess cruises which goes from the captain all through the ship.

Old fashion , poor standard , high princes

Drone flyers avoid @PrincessCruises at all costs. They are completely an utterly prohibited... and are really anal and dumb about it. Additionally, food is average, communication is abysmal, entertainment is poor. All in all there are so many better options

Princess never gives refunds. Though I tried to resolve getting a USA $44.95 refund for a shore excursion, I never got one after calling them several times and emailing them several times. I cancelled one shore excursion with their excursion desk on the ship, when I could still get refunded all of my money. The person who helped me said I'd get a refund. I never got it for my January 2025 cruise.

1 Star Review for Royal Princess – Disgraceful Behavior by Executive Chef, No Accountability from Princess Cruises I took the Royal Princess (Sydney to Eden, March 13–16, 2025) to celebrate my 29th wedding anniversary. The trip was enjoyable — until it was completely ruined by the unprofessional, arrogant behavior of Executive Chef Daniel Skrba On the final morning, while waiting for my poached eggs, I had one hash brown on my plate. Lost in thought, I took a small bite — a simple mistake. Suddenly, this chef, who seemed more interested in barking orders than showing hospitality, confronted me loudly and aggressively in front of other guests. His tone was rude, overbearing, and frankly, unfit for someone in a leadership position on a luxury cruise line. I calmly approached him later to ask about his tone, only to be met with even more disrespect, including unnecessary comments about my age. His attitude suggested he forgot he was speaking to a paying guest — not someone working in his kitchen. I filed a formal complaint with Princess Cruises. It has been completely ignored. No response. No apology. No ownership. If this is how Princess Cruises empowers its senior staff to treat guests, I suggest spending your money elsewhere. There’s nothing “royal” about being talked down to by a chef on an ego trip.

I wish I could give them zero stars for their lousy customer service. As other reviewers noted, they pull the wool over your eyes and when you complain they point out the fine print in their contract. Tips should be optional and dependent on service, right? Well, not so with Princess. They charged us $952 Crew Appreciation and when we told them that we had already paid $400 in tips to crew members whose service we appreciated and that we were not okay with the additional charges, we were told that it was too late to adjust that. Their argument was that we could have adjusted the amount to zero only before disembarkation (we had contested a charge a few days later). To me it's a scheme to squeeze the last dime out of passengers. Corporate America at its worst. I'm all in favor of rewarding the staff on cruise ships and the Crew Appreciation is used for bonuses. However, maximizing company profits by financing bonuses in this sneaky, roundabout way is not the way to go. How about fair wages instead - and paying bonuses out of the large profits Princess makes? (2023: $21.6 billion revenue and $2.1 billion free cash flow - the share holders were very happy with that)

I made a reservation directly with Princess on January 9th (Booking #8W9XCL, Cabin #E324, booked by Auston Auch) and paid the full amount of $3,799 on January 10th. My two friends, traveling from London, were especially excited as it was their first cruise. On February 3rd, I confirmed with a Princess representative that the payment was in their system and would be processed within 2-3 business days. However, on February 18th, I was shocked to learn from Hanna at Princess that our cruise had been canceled due to non-payment, despite our payment being confirmed by both the bank and Princess. This error caused us significant distress, as we spent hours searching for alternatives during peak season. We eventually booked with another cruise line at a much higher cost. While we salvaged our trip, the excitement was lost. After this experience, we are reconsidering cruising with Princess again, as this was the worst experience we've ever had.

Onboard service is great but UK Customer Service is shambolic at best, rude and aggressive at times. Currently advertising a 15% off sale on onboard activities but prices are the same as the day before the sale. Customer Service claim the price was increased 'minutes' before the sale but when you ask to speak to manager of complaints the call agent claims to be 'the most senior person working for Princess in uk' - really? Manning Customer Service on a Sunday morning?

I booked a cruise with Princess for 2026 (over a year away!). They changed the itinerary, one less port stop which I had wanted to do and shortened the cruise. Despite this being a year away, they are refusing to give my deposit back or even part of it, stating their T&Cs say it’s not a substantial change. Awful customer service despite this being their doing and no lee-way on customer service at all! I will never book with them again. The greed for your money is disgusting!

Although a great cruise, I was supposed to get a refund about an excursion that was cancelled. I'm now here months after the cruise still fighting for my refund. They also charged me for other people's wine at dinner and just keep saying it's a "valid charge" so they won't refund that either. Avoid this cruise line if you want anything resembling good customer service

Princess cruises is a scam, be sure to read all fine lines, which I didn't my mistake, booked a cruise and received onboard credit which was charged on my credit card, I had to cxl the cruise and did not receive the onboard credit back, I called princess and there response was that the onboard credit was not refundable, so I called and asked if I did take the cruise and did not use the onbaord credit, would I get my money back and customer service said no, that was a non refundable charge..that to me is a sales scam..

Katastrophe hoch 3...2 Schiffsreisen mit unterschiedlichen Schiffen in einem 4 Wochen Zeitraum gebucht. Katastrophale Hygiene an Bord mit Magen Darm Viren auf beiden Schiffen, Katastrophales Ausflugsmanagement, selbst bei über Schiff gebuchten Ausflügen mehrfach unpünktlich. Außenkabinen ohne Sicht, da Rettungsboot direkt press davor. Auf Reklamation keine akzeptables Angebot. Für Schiffsreisende geeignet, die Nostalgie lieben, konkret alte Schiffe in den 70 er Jahren hängengeblieben.

In early December we noticed an advertisement regarding a cruise around Great Britain, interesting itinerary, extras included, looked like a good buy. We booked immediately after being informed by the travel agent that the deal was for 2 days only and would not be available after that. Two and one half months later we see the same deal advertised, we booked early because we believed what we were told. We feel we have been lied to, the agency states that they were told by Princess that it was a one time deal, then they were contacted with additional space. The optics of this practice is pressure sales or false advertising, We have contacted Princess Customer Service twice and they have not responded. We feel disrespected and used unfairly.

Terrible company I’ve been waiting since November to get money I won in the casino , I was told on the ship it would credit to my onbatd account , not true , and now I’ve been trying for 3 months to get the money I’m owed , I would not recommend this company and certainly won’t be cruising with them again

I have never traded with this company, or taken any cruise, yet I have started receiving SMS spam from them. If this is their attitude to data protection, imagine how bad it must be if you're an actual customer. I will be reporting this to the ICO. Avoid.

Do Not Use Princess. Money hungry rats refused to refund or credit our deposit. Booked a 20 day Greek Is & Croatia cruise. Over priced but covered all the places we wanted to visit. Sudden Health issues necessitated change of plans. Requested refund or credit 3 times they refused point blank