Review summary

Princess Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.

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MM

Marcelo Marqyez

3 out of 5 stars
Realice 3 cruceros con Princess

Realice 3 cruceros con Princess, el primero en 2023, a Islas Britanicas en el Regal, 15 dias. el segundo en 2024, trasatlantico en el Sun Princess 17 dias, el ultimo en junio 2025, fiordos, en el Emerald, 17 dias. En el ultimo note una baja muy importante en calidad de espectaculos y comida. Estos 2 itens para los cruceristas son importantes. Los espectaculos con excepcion de una cantante, creo que se llamaba Lynda Evans, mediocres. Un hipnotizador que se veia claramente el engaño y encima lo repitieron. Un coro y musical de los propios tripulantes, imaginense. Y otros por el estilo. La comida. Mucha comida de olla y aspecto regular para abajo, los primeros dias habia salmon, despues lo remplazaron por otros pescados de regular preparacion. Carne poco. Fruta siempre verde. Postres repetitivos. Un dia nos ofrecian croisants del dia anterior. Y varios dias faltaron. Entre los puertos, habia 3, de pequeños pueblitos con muy poco interes. Hubiera sido ideal, sacar por lo menos 2 e incluir 2 dias en Oslo. He viajado en MSC, Norwegian, Celebrity y pense que en Princess habia encontrado mi naviera Premium. No es mas una compañia premium.

GU

Gordon Underwood

1 out of 5 stars
We booked the Princess Premier Package…

We booked the Princess Premier Package and for 2 days now they've blocked my stepsons medallion insisting he can only buy non alcoholic drinks. He's 28 years old!! The ship is tired and a lot smaller cabins than other cruiselines we've used. Spent more time at guest services than enjoying the actual cruise

CN

Courtyard North Scottsdale

3 out of 5 stars
policy problem

The cruise experience itself was actually pretty good. The problem I have with them is a policy issue. My fiancee works for an airline and is able to get travel discounts, which she used to book the cruise. After booking I was looking at the Princess website and realized they offer a military/veterans onboard credit. As a vet I thought this was great. I went through the verification process and waited for my credit to be applied. And waited, and waited. I decided to call customer service to see why the credit hadn't been applied. I was told because my fiancee booked with her discount that I wasn't entitled to the veteran's credit. I'm not sure what one has to do with the other, but I hope Princess addresses this in the future.

MH

Matt Hart

2 out of 5 stars
Poor security majestic

I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed customers being attacked infront of staff, two other incidents that almost led to attacks in front of staff who in the staff words "didn't want to involve security as the head gets angry" which i can 100% relate to with his dismissive and confrontational attitude when we tried to reported our concerns with not locking rooms, the green unlocked light stays on even when you are out of sight of your cabin, allowing anyone behind you to enter your room without your knowledge, apparently not a problem from the head of ship security (you won't be covered on insurance) repeated entertainment and menu if on for over a week, dirty plates and napkins left on buffet tables, not to mention the movement sensor light in the cabin that comes on if you go to the bathroom at night and lights the whole room without being able to turn it off.

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All reviews

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Showing 111 - 120 of 641 reviews
N
5 out of 5 stars

Sun Princess

Sun Princess. 13th -20th July. What a gorgeous ship! We were a family of four and had a fabulous time. The ship is stunning! Staff were amazing, a big shout out to Ding our cabin steward who seemed to clean our cabin every time we left the room. We stayed in cabin 10216 and didn’t realise when booking that we had a slightly bigger balcony than other standard balcony cabins. We would definitely book this cabin again. In terms of restaurants the MDR wasn’t really for us. We were sat at the back, in a dark area, it was all very chaotic, slow service, but the food was lovely. We preferred the American Restaurant on deck 8, the staff we so welcoming! The two South African staff Petris, we didn’t get the name of the female assistant but she and Petris are such an asset to Princess! Very, welcoming, very friendly and I could see they were a big hit with other customers. We also loved the Teppanyaki restaurant, the best night of the cruise. We have never laughed so much! The food was second to none. In terms of sun beds we did have problems getting any, on sea days, so we would just go to a cocktail bar for a few hours then later on the day, around 4ish there would be some available. Port days, if you got back earlier around 2pm there would be plenty of sun beds. Being from the Uk, and it being an American Ship, I did miss a decent cup of tea! Only one English tea bag in the room. No tea spoons anywhere in the buffet etc, a miner thing obviously! All in all we had a fabulous time and will return.

Date of experience: July 31, 2024

ib
1 out of 5 stars

Not worth it

Well on our first time on the royal princess ship. Our first impressions are a mistake. The most fundamental part of any trip. Infact any day at home is to be able to make a cup of tea or coffee day or night. But not on this BOAT. You either pay to have one delivered or you have have to go up to the food area and get one ..Very poor the first trip will be our last trip. As ships go this BOAT doesn't cut it.

Date of experience: July 26, 2024

JO
2 out of 5 stars

Over priced + nickel and dimed

Over priced & under served. Excursion was triple the price + full of delays & excuses. Room service consistent missed our orders. Waited over an hour but billed as delivered, several calls to be told it's on the way & it never arrived (6 times over 2 weeks) Room steward was the only true service Bren + Julie bartender excellent. Cabin walls are thin. Towels are thin, rough & sometimes stained. Wait staff is over worked & exhausted. All Regal cares about is upcharges. Beautiful ship but poor management.

Date of experience: July 25, 2024

AR
1 out of 5 stars

Princess cancelled my shore excursion with no explanation

I've booked a Princess land and cruise tour to Alaska in early September as a retirement gift for my brother. We're very excited about this trip and booked our shore excursions in April to ensure we get to do everything on our bucket list. When I went into my account yesterday to check a couple of dinner reservations, I learned that my shore excursion in Skagway has unexpectedly, and without explanation, been cancelled. I spent over 2 hours on the phone with Princess to find out why and the only explanation I could get was that the vendor cancelled my reservation because of a time conflict. That's very interesting since my brother is booked on the same tour at the same time and his reservation has not been cancelled. There is no time conflict since we arrive in port at 5:45 AM and the trip starts at 7:30. The Princess representative suggested my travel agent should contact them to see if she can get a better explanation. She has spent over 3 hours on the phone with them today and has gotten the same run around--no valid explanation. The only thing they will tell her is that they issued me a refund on June 3. I am now on a waitlist for the exact same trip. If it was a time conflict, why would they put me on a wait list? Something is very screwy and I am not at all happy with Princess. This is my first trip with them and will definitely be my last. My guess is that a large party needed another ticket and they thought it would be easy to cancel a single female. What they don't know is that this single female can be very vocal! If you’re on the Sept. 7th sailing out of Whittier to Vancouver, you may see me picketing Princess Cruise Lines at the dock and in the lobby. Stop by and say hello!

Date of experience: July 22, 2024

JG
1 out of 5 stars

Brutal customer service

Brutal customer service. We travelled on a cruise at the beginning of Feb. and two ports were cancelled. We have been in contact with the cruise line half a dozen times for the refund of $106.36 USD and we have still not received it. They keep saying a cheque is in the mail but there is no way it takes months for a cheque to arrive to Canada from the USA. Terrible customer service.

Date of experience: July 22, 2024

lg
2 out of 5 stars

Beware- no more travel advisors/coordinators

Princess laid off their actual travel agents some time between April and July 2024, didn't notify existing clients, and now only have call center employees handling bookings. Frequent travelers know this is not looking good. A trusted Princess travel advisor booked my cruise with me last year. This guy has booked numerous Princess cruises, tours, and events for my family and friends for over 15 years. He even coordinated the renewal of my parent's vows one year. He's an absolute gem, so communicative, catching things when Princess' website doesn't properly transfer data to the Medallion app or visa versa, and before the medallion app, when data wasn't properly transferred within Princess's own systems or paperwork was needed. He'd advise and respond when we had questions, recommended things if Princess couldn't book them, coordinated multiple cruises with land tours without a hitch- our cruises and tours have always been wonderful. He made all of us feel so special and valued by Princess. It's now 8 months before our cruise and having booked our flights as usual thru Princess, something was different. No email from our advisor. I know our flight dates are off. Normally he'd send an email to make sure all the travel is coordinated. He's that good! I sent an email but it came back as undeliverable. So I called the 877 number to see what's up. There was no resolution with the human who answered the phone. To be 100% fair- Princess would have saved money by using AI. My frustration is with the shear facts that 'call center guy' knows nothing about coordinating travel, there was no resolution or confidence built, and now he has access to my itinerary and ultimately this huge investment I've made. At least with AI I wouldn't have been afraid- just frustrated. I was required to give this guy all of my personal data just to talk to him and he gave me zero helpful information back. He made me more concerned about my investment because now he has access to my itinerary. I have zero confidence in Princess now. That's all it took Princess- 1 wise-cracking fool in your answering service who couldn't coordinate catching a bus, and you all not having actual travel advisors. I was too nervous to leave any rating because of how callous he was on the phone- fearing he'd intentionally mess things up if I gave him a bad call rating. The trajectory of Princess' "services" doesn't support their industry or their company. What travel company lays off all their travel agents? They still offer to set clients up with Travel Advisors according to the their website. I've requested this twice and still no messages or calls. Guess they aren't in the travel business anymore.

Date of experience: July 18, 2024

j

ja

US

2 out of 5 stars

Princess EZ Air software is trash

Princess software is trash. For a second time they incorrectly charged me about 7000 dollars when I changed a flight using EZ Air. Talking to HELP, they then would not fix the problem, so I had to cancel my flights and get them again (not a good way to do business). Now I have a $2400 negative cruise balance. I want my money back now!! Princess is now borrowing my money for free due to their lousy software and inadequate HELP. FYI: HELP fixed the problem two months earlier when this happened the first time. Also FYI: The flight change was required due to a Delta change (not uncommon) to a flight to make it land one hour prior to our next flight.

Date of experience: July 18, 2024

CS
1 out of 5 stars

Overall I would not use Princess cruise…

Overall I would not use Princess cruise line again, I found that you pay 1000's to be treated terrible. -No reservations -Wait times in restaurants are very long -The restaurants are actually half full/closed some nights -Staff unable to keep up with demand -Staff don't care/lazy - can't be bothered to get new drinks out the back so will just say we have none left -Staff pretend they don't understand so unhelpful -Staff are pretty clueless on items around the ship, unable to tell you where toilets are or smoking areas etc. -Have items on the menu and then say they are unavailable for 3 days straight, when you can get them in other parts of the ship - All food was average at best - Hasn't got the punctuality / service as expected - Paid for premier package and still felt like a lower class citizen - Drinks take over an hour to arrive when ordered - Items ordered for a birthday, didn't arrive until chased - Port changed a couple of weeks before travel and the new port had nothing to do (pointless waste of time) - Entertainment options were poor - Embarkation took hours

Date of experience: July 17, 2024

JB
1 out of 5 stars

Awful

Awful, we bought the plus package so we could stay in touch with home due to some med issues going on ..service worked about 10%of the time biggest waste of money they try to say that wifi was only for media platform. Ship appearance was nasty. Food was was about what you would get in school cafeteria . Needed help with our safe couldn't get in, call guess service said call back in the morning. Mind you we had our tour ticket on there that left early in the morning.. would not choose this cruise line keep scrolling to other outfits !!!

Date of experience: July 15, 2024

S
1 out of 5 stars

Their customer service is absolutely…

Their customer service is absolutely shocking. Can't speak or understand English and can't resolve any problems. Just hope there are not any issues with your cruise booking as they are certainly not going to sort it.

Date of experience: July 12, 2024

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