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 531 - 540 of 641 reviews
PR
1 out of 5 stars

Princess Cruises

The food was very bland - no seasoning, there were not very many choices. The entertainment was basic - just a man and piano nearly EVERY night also the celebrities which were there were Z list; the staff were mainly Filipino which I have no problem with in and of itself, however they didn't understand much English and I found I had to keep repeating myself. The service was very, very slow when it came to drinks and the cocktails like a basic Pino colada and Daquiris were just some foam. Also the drinks were too weak. The App did not work at all. I wasn't sure what and where the entertainment was. The communication and the signposting was Extremely BAD. The room, bed and decor of the whole ship was nice.

Date of experience: October 7, 2021

TH
1 out of 5 stars

This is the worst App that I have ever…

This is the worst App that I have ever encountered. I could only get half the things I was trying to input to work. Will have to finish when boarding..

Date of experience: October 6, 2021

AA
1 out of 5 stars

Sky Princess charged me twice for on board spend

I have just read several other statements about Princess cruises poor performance. I also had a complete nightmare on Sky Princess i had pre paid three speciality dinning experiences the first Crown Grill when the food was very ordinary but my pet hate is warm food on a cold plate which is what arrived. Other people were also complaining about the same problems around us. We was assured that the payment would be refunded. Then we tried the Bistro sur la mer same problems ordinary warm food on a cold plate so 5 minutes into your so called culinary experience the food was stone cold, we complained again and was assured that this would be refunded. We then cancelled our final third dining experience their and then. A couple of days passed and when the medallion experience actually worked for the first time in days when i wanted to view my bill it said an error occurred. So i went to guest relations to find out why and get a printout of my bill so i could check. I was informed they had a problem with their billing system and the medallion system and was once again assured it would be on my final bill. When i checked again night before disembarking lo and behold it still was not on the bill complained yet again and was assured it would ben dealt with and a new bill would arrive by email and my card would be credited. Later that day bill arrived no credits what so ever and THE MOST IMPORTANT ISSUE LIKE EVERYONE ELSE IS SAYING THEY DEBITED MY CREDIT CARD TWICE FOR THE SAME FINAL BILL. Causing me to go over my credit limited and various other smaller charges being declined. I travelled on the 7th September 2021 and to this day have not been contacted by Princess shore side guest relations even though they have acknowledged my emails with an automated reply they will deal with according to ABTA 28 day limit. If you try and phone it will take you an hour to get through only to be told yet again you have to wait for the automated reply. I await for the 9th of October so i can finally vent my frustration with ABTA and seek major compensation for the whole lack of customer service. I have cruised many times with many other cruise lines and never have i experienced such a disaster of a cruise. Also to add insult to injury Princess new this was my first cruise with Princess cruises and i can confirm that it will be my last.

Date of experience: October 5, 2021

D
1 out of 5 stars

UK staycation not impressed by princess

just returned from a UK staycation cruise 4 days on Sky Princess, could not wait to get off I have been cruising for 20 years and will never cruise with this company again The embarkation was good and the balcony cabin was lovely but luggage came as we were going to dinner so could not change the medallion app is terrible We were charged for someone else’s drinks in the restaurant that sat at the next table, the staff seem to pick up the medallion signal so watch out for this. I have emailed Princess to get a refund, but get an email telling me it can take 6 to 8 weeks to deal with this, what a joke ALSO BE AWARE WHATEVER YOUR BILL TOTAL, THEY WILL CHARGE THIS TWICE TO YOUR CARD WHEN YOU LEAVE THE SHIP, never had this ever happen in all my cruises, my daughter who was also on the cruise was charged twice as well, I called Princess to be told oh you need to speak with your bank, I spoke to my bank , they said it’s been charged by Princess and it’s a pending authorised payment, well it’s been 2 weeks and they have just released these funds back to my account, Ok if you have the funds but a total nightmare if you do not I was concerned when I used the Market place buffet the cleanliness of the tables, they weren’t cleaned when vacated by passengers that had finished their meals, food was very mediocre and very few staff about Tea was like dishwater, most staff onboard could only speak very little English. The deck space is not very good, on the 2 days we had lovely weather you could not find a lounger or seat on deck all day, unless you got up at 7am and left a towel or book on them, and the boat was only two thirds full The running joke with staff is “ place an order from Amazon” for sun loungers and food “ , they obviously have a supply problem The atrium was nice but not enough staff again to order coffee /drinks and during busy times again not enough seating The captain decided to sail down to the bay of biscay and we had 2 days of awful rocking which I feel could have been avoided Not impressed with Princess they really need to step up, but I won’t be sailing with them again

Date of experience: October 2, 2021

HH
1 out of 5 stars

Avoid

This company needs shamed by the media to force them into action, truly appalling customer service and app

Date of experience: October 1, 2021

JJ
1 out of 5 stars

Medallion app and other problems.

Medallion app and other problems. I am having trouble with the app its very stressful. I booked a cruise for the British Isles, yet Princess at the last minute have decided to change cobb in Ireland to Le Harve. I am due to go on this cruise on the 5th October, with my sister and a friend so more expense for us all we now have to spend on a two day pcr covid test. We think they should pay for this we did not ask to go to Le Harve such a horrible port. I would like to know what Princess promise means. We wish we could cancel but obviously they would not let us. We just hope we do not get anymore terrible surprises between now and the 5th October. We also booked this cruise so we would not have to have any stress before we go what a way to start what should be and really exciting cruise .

Date of experience: September 30, 2021

KH
1 out of 5 stars

Medallion app and other problems

I am having problems with the app its stressed me and taken the shine off my holiday. I booked a British Isles cruise to avoid forms and expensive tests. We are due to go on the 5th of October yesterday we were informed instead of going to Cobb in Ireland we are now going to Le Harve. Not only is it the worst port imaginable we now have to spend on a two day pcr covid test. Princess dont answer the phone emails take twenty days for a reply. So much for the Princess promise I wish we could cancel but we can't. They have our money and are treating us abysmally.

Date of experience: September 30, 2021

rs
1 out of 5 stars

what an absolute useless company

what an absolute useless company. Booked a cruise three weeks ago - over £14k, then regretfully had to cancel because of health reasons. Emailed 7 times without reply from them. Spent two days ringing before I eventually got connected to a real human. Explained the situation - totally genuine reason, only to be told that the £2k deposit was forfeited. How on earth can they take £2k deposit when the cancellation was only 3 weeks after booking and the cruise was still 5 months away. A totally disgusting operation and one that i will never consider ever using - Back to Royal Caribbean next time - RC are a superb customer focused company, unlike this shower of s....!

Date of experience: September 27, 2021

JB
2 out of 5 stars

I booked a cruise back in May with…

I booked a cruise back in May with Simon Weston as a guest speaker. On arrival at Southampton it appears to be an 80's theme party cruise. No guest speaker and no one on board ship at guest reception desk had no knowledge of him. On return on the 9th September I emailed Princess cruises. Having not had a reply I sent another email on the 21st September. I had an automated reply saying I would get a reply in 3 days. As none forthcoming I have just spent nearly an hour on the phone. Even though the phone was eventually answered I am nowhere near getting a reply as the phone was answered by someone who doesn't deal with these issues. Said I need guest relations which I had done. So going round in circles. I just want people to be aware that you obviously don't always get what you booked for with Princess cruises

Date of experience: September 27, 2021

RP
1 out of 5 stars

Absolute shambles

Absolute shambles. No comms, no phone availability, despite hanging on for hours, no call back when I request it, no email address, no bl**dy use at all. Happy enough to take my money, (expensive enough for three two week holidays in a good 5* in Tenerife), but ignored afterwards. If I have to log into their system before I travel and that system refuses to recognise my logon, (supplied by them), what do I do when there is NO SUPPORT?

Date of experience: September 13, 2021

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