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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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.

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

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
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 151 - 160 of 641 reviews
MB
2 out of 5 stars

Had to queue for 4 HOURS to board in…

Had to queue for 4 HOURS to board in Vancouver without chairs, food or water. I was crying with exhaustion. Ship left 2 hours late so huge queues for dinner. Light in our cabin would not turn off at night, served raw meatballs and am generally having a very miserable time.

Date of experience: May 3, 2024

BM
1 out of 5 stars

Appalling lack of Customer Service

Booked a 2 week back to back Western & Eastern Caribbean cruise on Enchanted Princess starting 4th May 2025 plus various excursion at each port and had the excursion itinerary confirmed by Orincess early January. On checking the the itinerary 3 weeks before the cruise departure I noticed that 1 of the excursions had disappeared and that there had been no notification from Princess about it. I queried this through a web chat with a Princess employee who could not provide an answer but that it might be a 3rd party supplier who had cancelled the excursion. My response was that it was still Princess's responsibility and obligation to notify me as the contract was between myself and Princess. The employee said she would pass the query onto the relevant department but I stated that I wanted this registered and responded to as an official complaint. I was asked to put this in an email to her and she would forward it on which I did on 16th April. In my email I requested that Princess respond within 7 days to just advise me of the timescale to review and respond to the complaint. Any good company should have standard process times which they measure against for quality improvement. It is now 11 days on and I have received no communication from Princess. This leads to be believe that: a) They have read the email and ignored it - Appalling Customer Service. b) They have not bothered to read it and just deleted it - Appalling Customer Service c) They have so many complaints that it is stuck in a queue and they have not got around to reading it yet - Appalling Customer Service

Date of experience: April 28, 2024

KB
1 out of 5 stars

DON'T BOOK ON PRINCESS CRUISES

DON'T BOOK ON PRINCESS CRUISES Absolutely NO customer service before embarkation. AI.. generally stupidly useless.. OR a Phillipines "agent". You can hear household cacophony in background. I could not understand most of what was said. And when I could, the answer was scripted.. which is no answer at all. No help for the customer who needs to resolve any conflicts. You must wait until you embark on your cruise!!!! Loonngg lines to speak to Guest Services. And still they cannot provide answers. They only can say "that's what the computer report shows ". Terrible, callous disregard for the customer who has spent thousands of dollars on dream vacation.

Date of experience: April 22, 2024

JN
4 out of 5 stars

The choir

The choir. Bring back David Crathorne. Without him life on board would be a very sad song!!

Date of experience: April 22, 2024

HS
1 out of 5 stars

Do not book with Princess Cruises!

Ive been with Princess cruises since 2007 when I took my family on a two week Mediterranean cruise on the old Sea Princess. Since then I’ve accrued 94 sea days sailing the eastern Mediterranean, Baltics, Norway, South America, Asia & the Caribbean. They are not the same company. While their onboard experience has deteriorated substantially (now charging for room service, anywhere dining, & Alfredo’s pizza which used to be free) cramming more pay as you go fee restaurants & bigger ships, the pre-cruise experience is no better. I’m currently booked on a 16 night cruise to SE England, Ireland, Iceland, & Scotland on Caribbean Princess. To start with Princess no longer allows you to speak with anyone in the USA, it’s outsourced to the Philippines. The language barrier to terrible. But that’s the tip of the iceberg…….. After booking our cruise in March 2023 with vacations to go, I noticed the price drop in July 2023. Upon contacting my agency asking for a price rebate, they told me that princess said you have to rebook it. I received a refund, canceling the cruise. I then reached out to a new agency who helped me rebook the cruise in a balcony state room substantially cheaper with better onboard credit. In January 2025 the price dropped yet again! My agency spent almost 2 hours trying to get OBC or refund, Princess lied & said the cruise was “complete” and it was too late. My agent was hung up on by Princess. Frustrated, she rebooked us a mini suite for almost the same price as our balcony. On April 5th yet another price drop! Wow! My agent was able to get the refund for $1283. I was feeling victorious. I was told Princess would refund my money within or up to 2 weeks. It’s now the 19th, exactly 2 weeks later & when I called my agency to call Princess, they now said it may take up to 5 May, ONE WHOLE MONTH! Unacceptable! This will be my last cruise with this company unless they change tier ways. Mouse house operation with no credibility.

Date of experience: April 19, 2024

PG
1 out of 5 stars

£500 of Unauthorised Payments Taken

Since Returning from my Cruise, I have had nearly £500 debited from my bank account that I have no account of what this is for and is totally unauthorised. I have contacted Princess Cruises several tmes by phone, email and web contact form. No one is coming back to me, its a clear case of now we have your money, its your problem. Shocking Customer Service. Do Not give this Company Access to your debit / credit card !!

Date of experience: April 19, 2024

D

DL

US

1 out of 5 stars

Fraudulent Practices

I had to cancel my reservation and was told that my refund would take 6 to 8 months to be issued.

Date of experience: April 15, 2024

AS
5 out of 5 stars

Emerald Princess Cruise - Hawaii

I had the pleasure of embarking on an unforgettable journey aboard Emerald Princess Cruise, and I must say, it exceeded all my expectations. From the moment I stepped on board, I was greeted with warmth and hospitality that instantly made me feel at home. The crew went above and beyond to ensure every aspect of my experience was nothing short of perfect. The accommodations were good and the bed was very comfortable. Many thanks to Marius Tilimpea. The attention to detail and cleanliness was impeccable (many thanks to Nestor Tungpalan - best steward and kind human being), thanks to the dedicated room stewards who ensured everything was just right. But what truly stood out was the exceptional service provided by the staff throughout the ship. From the restaurant managers (Fernando da Silva, Marius Codinca, Razvan Dobre, Nebojsa Nikosavic) to the servers (especially Antonella), everyone went out of their way to make dining an unforgettable experience. The variety and quality of the food were outstanding, and I found myself looking forward to each meal with anticipation. Entertainment options were plentiful, with live music performances, engaging shows, and a variety of activities to suit every taste. Whether I was lounging by the pool or exploring the ports of call, there was never a dull moment on board. Overall, my experience aboard Emerald Princess was nothing short of magical. It's clear that the crew takes immense pride in providing top-notch service and creating unforgettable memories for their guests. I can't wait to embark on another adventure with Princess Cruises in the future. Highly recommended for anyone seeking a truly exceptional cruise experience! Alexandra Stroia

Date of experience: April 14, 2024

O
2 out of 5 stars

Disappointing Experience with Princess Cruise Line

I recently embarked on a voyage with Princess Cruise Line on the Discovery Princess. While the ship itself was beautiful, my overall experience was disappointing and didn’t meet my expectations. The ship lacked a variety of activities for children. They had a multi-purpose court and two ping pong tables, but the equipment was worn down and in need of repair. They didn’t organize many outdoor activities, which was a letdown. The cabin was clean, and the stateroom staff was very friendly. They certainly contributed to making the stay more comfortable. The food, unfortunately, was only mediocre, even with the upgrade to selective restaurants. Dining always seemed to take a long time, regardless of the hour or how busy they were. The service was inconsistent, with some staff not being as friendly as expected. However, one restaurant stood out with stellar customer service, making us feel like valued customers. My biggest disappointment was with the communication from the cruise line and the value I was getting for my money. There were services included in our packages that we were unaware of, and it seemed we paid twice for some of the services. Even when we asked for clarification, the explanations were vague and not all benefits were thoroughly provided. There was also some incorrect information given by staff about available services. In the end, I was not happy with my overall experience. I would definitely try a different cruise line next time. I also wish I had done more research as I have since found many others complaining about the same issues with Princess Cruise Lines.

Date of experience: April 14, 2024

TC
1 out of 5 stars

Horrible service.

Horrible service. I need to include the correspondence history and write it out as it is a lot over multiple days but it is truely damning both in terms of their incompetence and lack of accountability and service.

Date of experience: April 5, 2024

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