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 171 - 180 of 641 reviews
J

Jan

US

1 out of 5 stars

Cruise with a more honest company than Princess!

We did a cruise with this company back in 2017-indie passage Alaska and we loved it.Booked another through them-Western Australia late 2019 and yes Covid hit the worls and our cruise was cancelled. This company gave us 2 options early 2020.A Option 1-full refund plus 25% extra cruise credit or Option 2-175% cruise credit.I went for option 2 but 4 months later changed my mind and wanted a full refund.Well now in 2024 I finally got some of my money back from them.$799.00 AUD X2 BUT this wasn't what we paid.We paid $2016.They paid us back for the cruise but have charged us for transfers,port fees and taxes on a cruise that never happened/so why not a full refund?My friends had booked cruises with another company Royal Caribean and they recieved full refunds at the time.I have been begging,threatening,pleading with Princess for years just to get my money back.Don't trust this company.There are better cruise companies to deal with.We will never use them again.4 years people.

Date of experience: February 26, 2024

RA
4 out of 5 stars

We enjoyed the cruise for its…fun and satisfying experience.

We enjoyed the cruise for its organization, port punctuality, and the stellar service. The food options were fine for a medium tier cruise. We bought the Princess Plus package for all the bennies and top shelf alcohol. Well worth it! Entertainment didn’t disappoint. Don’t miss the production shows and comedy act's. Our cruise was Panama Canal. Feb 8 from fll. We only went on one excursion in Panama. The city walking tour. Good background history. Shout out for our cabin attendant Dennis. Outstanding with his attention to our cabin and personal needs. Osnaider from the casino was so cool. Thanks buddy. Mark and Glenn deserve 5 stars for their great service at Crown Grill! We’re definitely going back.

Date of experience: February 26, 2024

CJ
1 out of 5 stars

Very poor customer service

Very poor customer service. People are hard to understand, appear to have no authority to correct issues with booking mistakes and getting to a supervisor is Extremely difficult. When I did reach a supervisor named Win to explain a mistake Princess made with a shuttle booking, he basically said it was my problem and hung up. How these people are employed with this attitude is beyond me!

Date of experience: February 17, 2024

RM
4 out of 5 stars

I love Princess BUT

I am really sad to see these negative reviews. I wanted Princess to be my favorite cruise line. I have not cruised but 3 times. All on Princess with 2 more booked in 2024. I absolutely love the on ship experience. Top notch all the way around. The employees treat you like royalty. It wasn't until we decided to be hard core cruisers that all the problems started. Its all the off ship experience that gets out of hand. Customer service on the phone and online are absolutely hair pulling events. After being at my wits end I contacted Laila my assigned travel adviser. Laila solves everything. She is wonderful and if she doesn't know she will find out. She calls back that very same day and is very responsive to emails. The other thing I have learned is to book excursions through other platforms. There are several websites that do a great job and offer guaranteed return. Plug in your ship and date and all the excursions populate. If you are struggling with Princess customer service off the ship about charges etc. Look in your emails at the bottom. Find your assigned agent and use them every time you need anything. Its a great relationship and my hair is growing back. I wish corporate would pay attention to the lack of pre and post embarkment customer care. I am just happy I found a way around them and all the crazy charges that just kept popping up. Once they are charged unless you have a relationship with an agent, good luck! I did book on another line this year during all the turmoil. So I guess I will find out if its just the industry or the line.

Date of experience: February 16, 2024

P
1 out of 5 stars

I have been cruising for over thirty…

I have been cruising for over thirty years, and have noticed that the cruise companies are using accountants to make decisions for them. CUT CUT CUT. Christmas new year's cruises are normally one of the most expensive times of the year to go. I have done this many times In different parts of the world. This is the first time I have ever written a review. Here it goes. Boarding the ship was fine. Finding the cabin ok but our bags arrived forty eight hours after we set sail. Not a good start , but for a two week , fourteen day cruise , we can live with it. But then we began to notice a lot less staff and a lot less cleaning on the ship. After the fourth day and with requests the sheets of my beds were changed. It seems that a lot has turned into requesting what you want rather than the staff anticipating what you might need. When we went to the buffet we noticed the food quality had deteriorated. The dining room whilst better had deteriorated also. The entertainment was by far the most disappointing. The sail away parties were non existent the first four days, most notable when there was a ship next to us sailing away and they were having a huge party on the top deck. The theater shows were boring and one was so bad that the passenger started booing. Not a good sign. I took the drinks package and every time I asked for a drink it took twenty to thirty minutes and became an issue after day three. I could continue but I will stop here. Now to the most worrying part of the cruise. People started to begin to fall ill. 1 or 2 cabins that I know of were quarantined. Then my problems started, along with my family and co travellers started when we had health issues. We begin to have severe throat pains, headaches etc. We took covid tests which were negative. Subsequently we were all diagnosed with a bacterial infection. We took antibiotics, but they did not work as this particular bacteria was ammune to penicillin. This is where we became worried about our situation. This continued all the way to the end of the cruise. FYI. Our group has ages from 12 years old to 60 years old. We have been off to ship now for 7 or 8 weeks and we are still taking antibiotics to try and shift this bacteria we picked up on the ship. WOW. The moral of this story is quite simple..... be very careful when you take ANY cruise, pick your cruise line with care and attention. I am an experienced cruiser and got caught by very bad service, cleaning, honesty etc. I have written to Princess directly about this issue and have received no response to date. Shame on you Princess cruises....

Date of experience: February 15, 2024

s

sue

US

1 out of 5 stars

Had a princess cruise to Greece on the…

Had a princess cruise to Greece on the sun princess……packed planned excursions etc for months. One day before check in they cancelled the trip. That was after signing up for their excursions and then having them cancelled. This ship should never been booked for trips by the management/owners.😡

Date of experience: February 14, 2024

WC
1 out of 5 stars

Princess departs early and keeps our money!

We were scheduled to depart on a Red Sea cruise from Dubai on March 11, 2024 however due to the ongoing security situation in the Red Sea the itinerary has been changed with a new departure out of Cape Town. Now I must be clear that the issue does not surround the change in route due to the security issues, however does have to do with the departure date. We have been advised that we must now board the vessel for departure on March 6 (5 days early). While we appreciate the offer by Princess to cover the flight change fees, and some additional onboard credit, we are simply unable to board early due to work commitments. After dozens of emails and phone calls with PCL we have now run into a road block, whereby we either board the ship for the early sailing or forfeit all fees paid. We have even gone so far as to attempt series of creative solutions with PCL such as a delayed boarding at another port followed by a delayed disembarkation, a movement of the cruise to the following year when we have some flexibility on holidays, or a refund. All have been met with a resounding no. The lack of empathy, customer service and professionalism in this case has been absolutely shocking and now we are left with no holiday for my wifes 50th birthday.

Date of experience: February 10, 2024

BR
1 out of 5 stars

Worst customer service ever

Worst customer service ever - and this is my first review about customer service. They force you to do their 'chat' or wait on the phone forever. I chose the chat and after 15 mins I was next in line but they kept making me wait. You can't click over to another page or even navigate their own site without losing your session - or God forbid leave your chair. Terrible!

Date of experience: February 9, 2024

TH
1 out of 5 stars

sexual assault and princess sky cruise…

sexual assault on princess sky cruise ship January 2024 beware female solo travelers I was sexually assaulted by a guest on an elevator on the ship. I reported it to the head of security officer, Jody, who offered me no protection. He stated that he questioned the attacker, and because the attacker was a retired police officer with no criminal history, and then he stated that the attacker apologized for what he did that he was free to go. He was able to roam the ship while I spent the remaining five days of the cruise in my room traumatized until I could get off the ship and file a police report because officer Jody refused to even let me file a police report. He didn’t want this to get out into the public all they care about is protecting.princess reputation not guest saftey life changing a horrible experience

Date of experience: February 9, 2024

SM
1 out of 5 stars

Paid for a premium Drinks package and…

Paid for a premium Drinks package and still got billed for drinks. We werent advised of this when we were ordering the drinks and weren't asked to sign for them. Other cruise lines protocol is that you are advised and sign for anything that you are being charged for. Lucky for us I checked our billing on the 3rd day Or our bill would have been even more. Very very poor. Ripped off. I complained but never heard anything back. Surprise, surprise. I think they should change their name to Dick Turpin Cruises. We have been with a number of cruise lines and they would never treat their customers in this underhand way. Won't be using them in the future.

Date of experience: February 7, 2024

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