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 551 - 560 of 641 reviews
SW
1 out of 5 stars

Worst Customer Experience

We canceled a cruise in March 2020 for a scheduled May cruise. The cruise never happened due to COVID. Still have not received full refund. Worst customer experience ever. Basically their tactic is to ignore you and hope you give up in frustration. Would not recommend to anyone.

Date of experience: August 25, 2021

J
1 out of 5 stars

Trustpilot - Only means of contacting Princess Cruises - ARGHHH

Due to board a cruise in 8 days. Tried the MANDATORY app, which MUST be used before embarkation. Utterly useless because: 1 It will not accept ANY input. 2 It is completely non-intuitive 3 It has no HELP text or INFORMATION support. 4 It is painfully slow - adds to the frustration when no inputs are accepted. So....try calling customer support. Pointless. 3 off 30 minute waits tell me I am wasting my time. Look for an email address....can't find one. The worst aspect is inability to follow Princess's process and lack of response make random arrival at Southampton extremely stressful. Just what you need at the start of a (frankly quite expensive) holiday The pits. Last time I book a cruise with Princess. If I could cancel I would. Not at all interested in FCC.

Date of experience: August 24, 2021

NK
1 out of 5 stars

I have sailed many times with Princess…

I have sailed many times with Princess and they always appreciate my business bla blah BUT tried to download this APP - I have spent a total of over 15 hours on phone with them, that is fifteen hours. Trying to get their electronic entanglements sorted. It does not recognize my booking number. Deleted passport info, corrects something and deletes another. I now have a business manager trying to make it work.

Date of experience: August 24, 2021

SU
3 out of 5 stars

Nice cruise, ship too big for me.

Boarding was ok with rude/brusque people in the terminal which contrasts with the lovely helpful staff on board. My cabin is great, spacious, great balcony and really quiet (only spoiled by people in a neighbouring cabin who smoked a lot.). Dining was great, I tried out all the specialist dining and the main dining and cafes, happy with them all. The 24 hour room service is great and breakfast on my balcony each morning was great but the coffee is really weak! I tried the spa and had a massage and it was great but they really do the hard sell trying to sell products etc. and that takes the shine off the relaxing massages. We sailed around but made no port calls because of Covid and that was fine, it was very relaxing overall. Will only do another cruise if it goes to places I want to visit.

Date of experience: August 21, 2021

sJ
1 out of 5 stars

I can only echo what others have said…

I can only echo what others have said re the medallion app pre boarding . But I would like to share the nonsense of how it works on the actual cruise ! First day tried to order two drinks . You can only order one drink at a time although my husband was linked to my booking . You cant order a second drink until time allowed to drink the first one !This took half an hour . Other customers were waiting over an hour . We gave up and ordered manually .Another day the app crashed completely . So many guests at gusest relations trying to get the app to work . We struggled and also visited . We asked if we had missed the basic instructions and were they in the cabin . No because of Covid ?They advise you to book theatre shows/ cream tea , talks and everything through the app . When you arrive you are not checked in so even if you booked you maybe wont be allowed in as its first come first served . So whats the point of booking .It was explained very abruptly . We are not booking " merely expressing an interest " Really !!Only thing app is good for is opening the door . Aside from the app so disappointed in Princess . Food choice very limited in main restaurant . Cream tea dire . Evening entertainment (apart from Gareth Gates who was great ) was disappointing . Nothing much on during the day apart from bingo also . Waited over half hour to get drinks in the bar then told not allowed to take drinks into the theatre .Booked a spa treatment . Asked if there were any specials - "no" 2hrs later went to a ladies pamper talk . Same spa treatment offered at a special at $70 less . When I queried it very abrupt and couldn't fit me in at the new price .Eventually fitted me in the next day when I protested . Saw our room attendant only on embarkation day . Coffee/ tea bags and tea cups not refilled , no turn down /chocolates anymore .The queues and lack of seating around the coffee bar was ridiculous.You would have to go some to get the full use out of your drinks package with the constant wit times .The staff were lovely but just so understaffed and this is at a lower capacity of guests . We would not travel princess again . Hardened Princess cruisers were also not happy and asked us not to judge on this experience but its hard not to . I will be sticking with RC / NCL in future. No app to download and just relax .

Date of experience: August 20, 2021

AP
4 out of 5 stars

Really positive experience.

Having read many reviews on here appears many could have been resolved with the Medallion Class app. I had no problem downloading although it is a little unwieldy. It is very easy to fill out all pre cruise documentation including uploading passport details, security photos and ordering medallion necklace. It is the neclace which governs all your onboard activities so if you have drinks package you just present medallion which will determine whether you have to pay or not. Also allows you to check in with your preferred boarding time and select dining times at all free restaurants but not specialty dining which you can only do onboard. Health questionnaires are included including all info re covid. A free but compulsory covid test is included in cost of cruise and will be done before you board at the docks. Luggage labels are all within the app and can be printed off. All in all the app will, in all likelihood, save a lot of time pre-boarding. I rang customer services to upgrade to Princess Plus which has heavily discounted drinks and wifi package bundled with staff incentive payments. Had to wait 60 minutes for an answer but extremely kind and helpful assistant answered all my queries. All in all, so far, a painless and easy process. Really looking forward to my seacation at end of September on Sky Princess.

Date of experience: August 18, 2021

MA
2 out of 5 stars

The Princess Cruises App

I am booked on a cruise on a Princess Cruises ship in September. Having provided personal data requested by Princess Cruises, I was surprised when they then requested the data again (and further data), strongly urging that this be fed into their "MedallionClass" app, on the basis that the app would make the boarding and the cruise itself a much smoother experience. However I'm afraid that my experience with the app so far is much the same as many other TrustPilot reviews on the subject. It took me a couple of stressful hours of failed attempts to download the app onto my phone (with unhelpful error messages, and sometimes none at all) before I eventually successfully installed it. Then I found there were various fields where it would not accept mandatory data, and I almost gave up with it at that point. But I decided to give it another shot, and phoned Princess Cruises. A customer service lady in the USA called Roberta then spent a good couple of hours with me patiently resolving problems with the app, both by getting me to make changes on my phone and by Roberta getting IT at her end to make changes to my account (which I learnt was held in the USA). I can only say that Princess Cruises should not have released an app that is clearly still suffering from teething problems. Roberta was patient and brilliant, apologised for the trouble the app had caused me, and did not let me go until the app was fully working. So thank you Roberta, and I hope Princess Cruises doubles your salary! Also, I hope that Princess Cruises does not charge me for the long phone call, which I was told would not be charged. I will report later how the cruise goes, and whether the app proved useful.

Date of experience: August 17, 2021

J
1 out of 5 stars

This is a review about princess cruises…

This is a review about princess cruises customer services and app. At first I couldn't log on to my cruise personaliser, maybe due to a unusual surname. I called princess at 0831 and it took 57 minutes to get through with no apologies, the advisor said they are busy! The advisor was very patronising and kept talking over the top of me and and saying 'well its simple really' when I said I was having trouble logging on. I was told 'well its there'. I was also told to borrow a phone if mine was no good! I am also down as Platinum and my hubby as Blue. After a stressful couple of hours I have added all our info onto the app, an older Samsung something, so it possible, but stressful. I know you can take paper copies of everything to do at port, but I was told 'this will delay you!' The advisors attitude was poor, everything you are told in a customer service role not to say, she did. Had I not booked last minute I would not have booked purely because of paying towards this unhelpful, bordering rude, advisor. As is the norm, Covid has made companies too busy to answer the phone and a query within a reasonable time. Covid has also stripped some staff of manners. And also as usual everyone's complaints will be ignored. As a professional company, you have had over 18 months to address customers queries even if you are working from home. I am too!

Date of experience: August 16, 2021

JW
5 out of 5 stars

Fantastic staycation..

Just got back from a 4 day cruise from Southampton.it was a staycation cruise.. but wow eas gorgeous. First cruise I ever done so I thought be a good way to try it.. was definitely not disappointed. Cabin was lovely.. I was surprised how quiet it was didn't hear anyone one else at all while sleeping.food was plentiful. And great. Had drink pscksge so all included could not ask for more . The only thing I would say was I don't no if it would be so great if ship was full. As under hslf full when I went and still busy uptop when sunny... Hopefully find out one day. Loved it...

Date of experience: August 14, 2021

c
1 out of 5 stars

Don't book it's not worth the hassle

We have booked a staycation cruise for 6th Sept. Their App is dreadful and causes a lot of frustration. We had to buy another iphone as my iphone6 wasn't man enough to download their app which needs 13.1. Phoned Princess held on for ages to be told can you borrow a phone f rom someone. Google Play another way to access the App won't download to our computer. We have not been able to complete their required check in documents for my husband as the App keeps saying data not available. Please try after sometime. On top of this I am showing as Platinum and he is showing as Blue despite us always cruising together. We did a Seacation with P&O in July and were able to do all the paperwork on our laptop including booking entertainment and meals. It was easy and simple to do but did take a while. Not sure all the hassle is worth 4 days away. If I had read the previous reviews I would not have booked.

Date of experience: August 14, 2021

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