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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Showing 191 - 200 of 641 reviews
WF
2 out of 5 stars

Not the quality we were used to

Cruised on Majestic Princess for 26 nights including Christmas and New Year around Australia and New Zealand. First part of cruise (12 nights) started well. We were happy with cabin but disappointed with how small the balcony was. You couldn’t recline both sunchairs at the same time due to lack of space. You no longer get individual toiletries, they refill large bottles instead. We bought our own toiletries as the ones onboard had a weird smell. Bed was changed on a regular basis but didn’t smell fresh and was badly creased. Food quality and service in the main 3 restaurants was about the same and we switched between all three. We prefer to share tables but the medallion app didn’t really work for this style of dining. In the end we just turned up each evening and waited for a table to become available, We booked 3 of the speciality restaurants and all 3 were beautiful and made a nice change as the food did get a bit monotonous.The Italian restaurant is no longer included in your cruise fare and you now have to make an additional payment to eat there. Entertainment was a little hit and miss not as many big show style productions as usual, but mainly consisted of comedians and singers. The various bands around the ship were entertaining and we loved a girl named Jamee. The sports bar only showed American football and basketball? The entertainment team worked hard to try and accommodate everyone. There is no night club on this ship so space on the dance floor was a little restricted in the piazza. Daytime activities were limited a few dance classes, quizzes, bingo (which was very expensive) and games. no free wine tasting anymore( this now has to be paid for) Lots of children on the 2nd part of the cruise. When we booked the cruise there was an adults only section on the ship, on embarkation this facility no longer existed and was a free for all including children. The ship was booked to full capacity and due to the weather the outside decks couldn’t really be used. The inside space was cramped due to the number of passengers so we spent more time that usual watching films etc in our cabin. The formal nights were nothing special and the dress code was not adhered to. Please be aware as a UK travelling on an Australian/New Zealand you will be charged differently. You will pay 18% gratuities, unless you buy the drinks package which also included the internet. Australians and New Zealanders do not pay any gratuities! The drinks package is £15 per day extra if you purchase this before you sail. It’s cheaper if you buy onboard when you first arrive. Beware of booking cruises early as 1 day after paying our final balance Princess dropped the price of our cruises by £1,000 and we’re giving $600 onboard credit for new bookings. This happened 4 months before we sailed. There is no loyalty given to previous cruisers. This is our 7th cruise with Princess but probably our last. The quality of everything has dropped and the up selling gets on your nerves. This cruise was not a cheap and cheerful one and to remove facilities and services before embarking is wrong. The pricing structures for those booking from UK is also unethical. We are regular cruisers but now prefer to use other cruise lines.

Date of experience: January 10, 2024

N

NS

US

3 out of 5 stars

We are on the Diamond Princess as I…

We are on the Diamond Princess as I write rhis review and I'll start by stating that the crew are magnificent but they are having to deal with a bad hand. The food is cold, Breakfast is slow and toast is soggy, eggs cold and undercooked. Lunch is OK but dinner is slow, poor and cold food served on hot plates. Very few staff around on port days, no crew to tell you where to get shuttle buses which are way over priced, had to find our own way via taxi. Nobody to advise you what's available at the port or even where to go. Much cheaper finding your own way than doing organised tours. Entertainment is atrocious. The second night featured a magician that was so cringeworthy a children's party would have complained. Smoking is allowed in casino. Not acceptable. Will not be sailing with Princess again unless things are turned around immediately.

Date of experience: January 9, 2024

BM
2 out of 5 stars

Princess Not what they used to be!!

I have been reduced to writing this review as there is no visible email for direct complaints to Princess Cruises. The following is what I wanted to send to direct to Princess Cruises. I am writing to express my deep disappointment and dissatisfaction with the recent cruise experience my party and I had aboard Princess Cruises. As avid travellers who have chosen Princess for three separate occasions, we have always held your cruise line in high regard. Regrettably, our most recent experience has compelled me to bring some significant concerns to your attention. Firstly, let me emphasize that my companions and I are seasoned food and wine enthusiasts, dining out at least three times a week. In the past, we have praised Princess Cruises for its exceptional dining experiences. However, on this particular voyage, we found the quality of food in the dining rooms to be subpar and a entirely different from our previous experiences. It was disappointing to witness such a decline in the culinary standards we have come to associate with Princess Cruises. Furthermore, our disappointment extended to the exorbitant costs associated with dining in the main restaurants. Astonishingly, the prices were more than double what we paid on our Princess cruise four years ago. This unexpected increase was not only a costly addition to our fare but also significantly detracted from our overall enjoyment of the cruise. Equally disheartening was the boring entertainment offerings during our journey. Unlike previous Princess Cruises and comparable experiences with other cruise lines, there was no adult piano bar with a dedicated dancing area. The only available entertainment was situated in the atrium, a setting spoiled by blaring lights and disruptive children running everywhere. The music sets, lasting a mere 45 minutes, were punctuated by breaks of at least 20 minutes, leaving adults with minimal opportunities for romantic moments and dancing. A particularly disappointing aspect was the rushed nature of the Captain's table experience. The exorbitant cost, more than double what we have paid on previous cruises, was compounded by a reduction in the number of courses from ten to a mere five. This drastic change diminished the once-regal allure of the Captain's table and left us questioning the value of the experience. I could delve into numerous other disappointments and deviations from the high standards we have come to expect from Princess Cruises. It pains me to convey that this recent voyage was not reflective of the exceptional service and experiences we have enjoyed in the past. To worsen matters, we extended invitations to our best friends, a couple experiencing their inaugural cruise with Princess. Like us, they are devoted food and wine enthusiasts, and their disappointment mirrored our own. I believe it is imperative for Princess Cruises' management to gain firsthand insight into the expectations of active couples above 50yrs of age, as our recent experience has demonstrated a stark misalignment with those expectations. In conclusion, I sincerely hope that this letter prompts a thorough investigation into the concerns raised. While my intention is not to sever ties with Princess Cruises, I do believe it is essential for these issues to be rectified to maintain the reputation of your esteemed cruise line. I look forward to your prompt response and resolution to these matters.

Date of experience: January 9, 2024

K

KS

US

1 out of 5 stars

Bait and Switch $100.00 Deposit

I tried four times over the weekend to book the $100.00/pp deposit special with Princess Cruise Lines. This promotion is still in progress, but ends supposedly in 5-6 hours. I chose three different cruises, and all three tried to charge me an $800.00 deposit. I contacted Princess via Live Chat, and after 1/2 hour the agent had no idea "why this cruise doesn't qualify." I contacted an agent verbally at Princess (supposedly in a more superior role), and he told me after his reading the details, there was no reason whatsoever why they should not book with the advertised $100.00 deposit. They all had the $100.00 deposit noted in a red box right by each cruise. I have photographs of the site showing this. There were plenty other cruises that showed this deposit promotion also. The agent, Jason, finally said he could do it for a $400.00 deposit, which I refused. He then said "would I go for a cabin upgrade" if he could not get the $100.00/pp deposit for us. I said "no." I made it clear this was an obvious bait and switch, and Princess was clearly in the wrong to post a promotion they refused to honor, and the agent readily admitted it was crystal clear on his end via the website that I was in the right. He was petitioning (?) via email the situation (someone in charge) and temporarily booked me to hold the cabin by showing an $800.00 deposit. Jason stated, I "may or may not get it," meaning the reduced deposit. If not, no money is owed. Guess what? No answer on this, but a repeated reminder I owe $800.00 for this booking by midnight or I lose it. Well, if they want to lose an Elite status passenger who has sailed, along with their spouse, for 308 sea days (25 cruises) each, over a $100.00/pp THEY are promoting, then so be it. This cruise line has continued to deteriorate, offering poor customer service, food, etc. This scam is the final straw. And yes, it is a scam.

Date of experience: January 9, 2024

CP
1 out of 5 stars

Last minute booking

Booked 8 days before cruise. Princess only had IE4 inside cabins available, This class of booking indicated they had multiple cabins available, but l now believe they were left with unsalable cabins. Basically these cabins are allocated last minute by princess, so we had no idea of what our cabin number was going to be. After arriving at port we were advised that our cabin was beside the midship “lifts” Had we had prior knowledge of this bad location we would not have booked the cruise. Premium $ paid for a crap noisy room. Late night party revellers. Truth be told princess has sold us a lemon and glossed it in gold foil.

Date of experience: January 5, 2024

MH
1 out of 5 stars

Useless Price Promise

A director of Princess issued a statement in October 2023 saying that the company's pricing structure had changed to benefit people who booked early. "Gone are the days of last minute discounts close to departure dates," said Terry Thornton, chief commercial brands director. "The best time to secure your 2024 vacation is RIGHT NOW." Unfortunately we believed him, dug into our savings, booked our April/May Cruise on Sky Princess, and parted with £600 in deposits. Two months later the same cruise, identical cabin, same ship was advertised at £700 cheaper. We contacted Princess and were told by the Southampton office that "prices are fluid and can go up and down." We were given the option of cancelling the cruise and rebooking - losing our deposit - or paying additional admin fees to change the booking. We refused to pay more money, cancelled , lost our deposits, rebooked the 14 day Med cruise at the new price making a small saving on the final amount owed. We are both aged 76, spend most of any spare cash with Princess, and feel well and truly ripped off.

Date of experience: January 3, 2024

J
1 out of 5 stars

Items stolen and C.S. wouldn't help

Reported money stolen by housekeeping and when report given, was referred to my passage contract which states they are not responsible for lost or stolen items. I asked what would be done at least regarding an investigation so that this won't happen to anyone else and was never responded to. Also, ordered drinks would say "delivered" but never were. Customer service apologized and offered a nominal credit. I declined since I will never sail with Princess again. Terrible and would not recommend to anyone. Choose another line for safety and not feel nickle and dimed.

Date of experience: January 2, 2024

RW
1 out of 5 stars

We were on the Coral princess Dec 4to…

We were on the Coral princess Dec 4to 18 2023 Standards have dropped dramatically service in the main dining room was slow things I ordered did not turn up the waiter poured my husband a glass of wine into his glass of water. Also the standard of the food was not up to expectations and poor quality, We were confined to our cabin for the last four days due to Covid meals sent up were lukewarm and unappetising. We have been sailing with Princess since 2027 and will never sail with them again.

Date of experience: December 28, 2023

JW
1 out of 5 stars

Trying to board is the worst

Trying to board is the worst Royal Caribbean passengers were moving smoothly to board Princess passengers were standing and waiting for hours

Date of experience: December 16, 2023

RR
1 out of 5 stars

Bean counters Overriding customer service awful!!

This my first and last cruise onboard Princess cruise lines. 10/26/2023-11/3/2023 Caribbean Princess. Market fresh restaurant 78 degrees! Food ice cold.3 times to guest Services. Ask guest services to take care of screaming child next door at two a.m every morning. Put me in the room by the engine room and laundry. Could not sleep there either. Lost 14 pounds on this trip. I'm sure they'll make it right, lol never again.

Date of experience: December 15, 2023

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