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

645 total • Write a review

Showing 511 - 520 of 641 reviews
D

Dee

US

1 out of 5 stars

A con

Overcharged for drinks due ti a glitch with the app and despite being told on board that it would he corrected, the money has been taken and requests for refund go ignored. The credit card company say they can’t help as the company takes pre authorisation on the card. I am at a loss for words that this company have charged us for drinks consumed by another group and cant be bothered to correct their mistake. Never agan.

Date of experience: November 21, 2021

EM
1 out of 5 stars

A UK cruise aboard the Regal Princess

Having experienced many cruises always booking balcony or above this time I treated my daughter and son to a suite and this was the new medallion class, taking the time and trouble to book everything on the medallion app as Princess specify before the cruise and is mandatory and very time consuming - the medallions were not sent to us as as they are if you are from the USA - but had to be collected on boarding the ship Regal Princess in Southampton. We were very disappointed with attention to detail on this UK bound cruise, Staff are not properly trained, and were unable to deal with "the drink/gratuity/wi-fi packages" food was bland and everything broiled and wet - tasteless. We were never offered any extra vegetables at our dining table and were informed you really had to pay for a speciality restaurant for this sort of service - we had already paid for a suite and expected this extra service as I had experienced on Cunard with the Grill Suite we experienced on the Queen Elizabeth. All in all I would never travel with Princess again, having taken the time and to write to their Senior CEO Ms Jan Swartz in Southampton well over 4 weeks ago - signed for post - so they did receive the letter - but up to now - no response whatsoever. A most dissatisfied cruise passenger! Ms Swartz 'Do get involved' and answer the concerns of 'your' passengers.

Date of experience: November 19, 2021

C
1 out of 5 stars

The Princess Medallion App STINKS.

The Princess Medallion App STINKS.

Date of experience: November 16, 2021

PB
1 out of 5 stars

I have yet to go on the cruise but can…

I have yet to go on the cruise but can only attest to the poor customer service we've had with booking it. Of course like any company they are willing to take your money. However the BOOKING APP is glitchy at best and the support number had me on hold for 44 minutes before I gave up. I'm trying to adjust details within the app, both mine and my girlfriends booking app just sends us rounds in loops of errors. Happy to amend this review if they can come back and support my queries. > Peter Brooker

Date of experience: November 15, 2021

JC
1 out of 5 stars

Regal Princess 30th October Southampton to Rotterdam 2021 .

We have sailed Princess 12 times now! Have always loved the ships the crew the service. But this recent one felt more like a booze cruise! Our 4 day trip ! The day we boarded was our golden wedding anniversary ! We booked a special meal in the Crown Grill! My steak was tough they did change it and bought me a fresh one But still tough to eat ! My husband said it was not the best steak he ever eat ! But better then mine ! Then we went to the theatre to see the dancing and singing which was excellent ! But sadly the curtains went down the house lights came on there was an altercation with a passenger who ran down the stairs to the front and started being abusive! which started some passengers booing and jeering as he ran out of the theatre ! But we all know what causes that! Is the drinking on board my husband noticed at 9 in the morning some drinking alcohol ! Saids a lot about the standard of some passengers that book these short trips! The lady sat next to me said this is typical of these types of cruises! With excessive drinking comes excessive foul language which I have never heard on board before With some drunken passengers ! Not a nice sIght you don’t expec to see on Princess I know that your company has had very difficult circumstances because I have seen the ships for the last 18 months going back and forth to Torbay I know we loved having the ships in the bay was a great tourist Attraction And Torbay made the ship crews feel very at home although very difficult for them too. ! The children wrote Xmas cards for the crew etc! They were all made to feel very welcome And there was a special site that the local people could ask the crew The captain the workings of the ship And I know that a lot of people who had been hesitant about cruising were saying they they couldn’t wait to try it out seeing the magnificent ships in the bay .my last cruise was from Australia from Sydney to South east Asia 19 days The brand new majestic princess was a fabulous ship and we thoroughly enjoyed the amazing trip our first time to Australia ! We loved the Regal Princess similar ship! But the staff crew were amazing but they were very short staffed we were told that some of the crew were downstairs isolating for the American cruise crossing the Atlantic right after ours ! Well that all very well but the staff were struggling to cope The volume of people and not enough staff Well Princess we may only be a short 4 day cruise but we are just as important as the Americans who will be on board now we payed out money too. And the service fell very short of the normal service we have come to expect from Princess ! But I would like to add that the rest staff were excellent no waiting. Very good service The problem was there was no where to sit on the ships I have a walking stick awaiting Two knee replacements But everyday we struggled to find a seat Which has never happened before I have a shield at home I get asthma and I was told that wearing a mask can trigger an asthma attack a consultant said that But I was challenged about wearing it telling me I had to wear mask BecAuse no doctors letter they asked me to see the ships doctor Which I did And he said we have to wear the masks because as he said we are crossing the Atlantic after this cruise we’ll okay fair enough I couldn’t believe it when i saw three people wearing shields and some passengers did not wear their mask at times ! And no one in authority challenged them! A young girl waitress did she was ignored well Someone in authority should have been enforcing it ! And a bit of a joke really telling me I can’t wear my shield And then seeing people blatantly ignore it and nothing done about it Really made me very angry and some other passengers felt the same too. And as for the covid face coverings because of the lack of crew having to isolate we looked around and at one point the whole placed packed two people serving And the tables weren’t cleared very quickly They were dirty dishes there for quite a while and there was a dirty serviette one around someone else’s mouth just left on the table not cleared until I asked if they could remove it and clear our table And then you say about covid infections etc ! Wasn’t very hygienic to say the least we have a 28 day cruise booked in 2023 March down to the South Pacific from los Angeles to the Hawaiian islands and then on to the South Pacific the crown Princess! We went to South America on the crown too .Our cabin steward was lovely and the staff were too just the pressure of trying to cope with the little amount of staff they had not their fault Just bad management ! And because of the American trip coming up ! We were told !No doubt you will deny it! But you put your staff under extreme pressure by doing that ! Well luckily we have never experienced anything like that before! Everything was always first class not this one sadly to say Just felt like a booze cruise Horrible !

Date of experience: November 9, 2021

PK
1 out of 5 stars

Frustrated and disapppinted

Have joined the one star club. Trying to get a simple question answered by Princess using their online facility prior to sailing early next year. Written on 3rd October, 17th October and 26th October with no response other than the automated rapid response email.

Date of experience: November 7, 2021

C
3 out of 5 stars

Dreadful app and very poor post-cruise follow up on money owed

After 18 months of covid disruption we were looking forward to our 5 night staycation cruise on the Sky Princess, sailing from Southampton on Sept 17th The ship is lovely, the staff friendly, the entertainment good BUT - the whole pre-cruise experience was extremely stressful with the medallion app. We are tech savvy but dealing with this and the so-called help line was dreadful. The taxi driver was told he couldn't drive through the testing centre so we were tested on board and had to sit in the hangar for 30 minutes waiting for our test result. We had booked an excursion - cost for 2 £153- which was subsequently cancelled. Despite numerous emails, phone calls and even snail mail to the headquarters in Southampton we still have not had a refund. I have been passed from pillar to post, wasted hours on phone calls, had emails ignored etc. No-one is taking responsibility. I used to love Princess - we have taken many very happy cruises with them but this has stretched my loyalty too far.

Date of experience: November 5, 2021

L

LFC

US

1 out of 5 stars

Awful food and wine, no or little alcohol in cocktails

Awful food, poor choice and very tasteless. No or very little alcohol in cocktails, wine on the premium drinks package was awful. The wine list online shows many good wines included on the premium drinks package but you can only find these in one wine bar and cannot order any good wine with your meals. Our whole group suspect the wine served at dinner is not what it is listed as, no bottle is ever seen and they all taste the same. Food served on plastic plates at lunchtime which matched the quality of food, work canteen standard. They are clearly trying to cut costs and it certainly shows, such a disappointment. The ship itself was lovely and staff mostly good but dreadful food and wine ruined it for us and many other guests we spoke to. The last two meals were decent which our waiter told us is normal as they hope hope you’ll remember that not the previous 5 awful dinners. Will not be cruising with Princess ever again.

Date of experience: November 5, 2021

H
2 out of 5 stars

Must do better.

After a recent cruise on the Sky Princess, I was glad to get back home and have some decent food. The ship is great with well designed and fitted rooms and the staff mostly very good. However, the food was dreadful with little choice. Poorly presented and either under or over cooked. Entertainment and things to do disappointing. Only plus point, most people seemed to have lost weight on the cruise - I did!

Date of experience: October 31, 2021

ER
1 out of 5 stars

Appaling service

Appaling service, constant noise, pools closed due to paint not dry, damaged suitcase on return definitely give this company a miss.

Date of experience: October 29, 2021

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