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 591 - 600 of 641 reviews
KM
1 out of 5 stars

It's 110 days (and counting)

It's 110 days (and counting), since we requested a refund rather than a credit note. Unable to contact them and last generic email received from them over two months ago. We were going to book another cruise with them for next year but have decided that we would never go with them again because of their total lack of any customer care and quite frankly 110+ days waiting for a refund is totally unacceptable and should be against the law!

Date of experience: August 25, 2020

IN
1 out of 5 stars

Worst customer experience ever!

Worst customer experience ever!! My refund was supposed to take a maximum of 60 days, after 5 months I still haven’t received a refund so the travel agent I booked through have refunded me and are now chasing Princess for their money!! Zero correspondence from them too! I know it’s a bad situation for everyone at the moment but I would treat people correctly so I would keep their custom when all this is over! Would I ever book again with Princess.........NEVER, shameful of you Princess!

Date of experience: August 18, 2020

RC
1 out of 5 stars

Appalling customer service

Appalling customer service. Our cruise was cancelled on 15th April stating refunds to be made in 6/8 weeks and now almost 16 weeks later no refund. Received telephone call 3 weeks ago stating refund to be expedited but still no money! Just receive generic emails in response. Will NEVER book with them again and urge others not to do so.

Date of experience: August 3, 2020

DA
1 out of 5 stars

140 days since our cruise was cancelled…

140 days since our cruise was cancelled and still no refund. Just shocking, how is this even legal?

Date of experience: July 31, 2020

DR
1 out of 5 stars

BEWARE purchasing ONBOARD CREDIT from PRINCESS CRUISES

UPDATE 15th Nov 2020 Princess Cruises still have not REFUNDED for Onboard Credit dated 2017 which should have been refunded in Feb 2019! Have used Resolver procedures all the way up to CEO Arnold Donald of Carnival Cruise Lines but have received NO REFUND. PLEASE BE AWARE OF PURCHASING ONBOARD CREDITS FROM PRINCESS CRUISES AS THEY DO NOT REFUND irrespective of the signed contract! Paid for Onboard Credit in 2016 which was due to be automatically repaid in 2019. Reviewed in Feb 2020 and realised had not been refunded. Contacted Princess UK and was informed as credit card used was no longer in use was unable to refund automatically! But Princess had my Circle details and ALL my home address information including phone numbers but made NO effort to call, email or send letter! They agreed to repay money but am STILL WAITING nearly 6 months later. Received email from Millie Spicer saying hope I enjoyed refund cheque! Have REPEATEDLY informed Millie Spicer by email that NO REFUND RECEIVED! NEVER replied to any further emails! Seems MILLIE SPICER is ALWAYS "OUT OF OFFICE"

Date of experience: July 27, 2020

ND
1 out of 5 stars

Avoid Princess Cruises

Unbelievably bad treatment from Princess Cruises. 4 months and still no sign of returning my money. Spoke to the sales manager for Ireland Rebecca Kelly this morning no other words for her other than hostile and rude-completely uninterested in assisting me. Suppose the clue was in her title..clearly only interested in sales. As previous reviews have stated they are quick enough to take our money. Very poor form...avoid!

Date of experience: July 9, 2020

CV
5 out of 5 stars

I highly recommend Princess Cruises

I highly recommend Princess Cruises. I was booked on a transatlantic cruise for end of April 2020 but it had to be cancelled due to the Novid-19 problems in the travel industry. Princess immediately refunded my prepaid excursions, then presented one of two optional choices for refunding the cruise. I selected Option 2 which meant I would be refunded the cruise cost, plus an incentive for inconvenience to be applied toward a future cruise. It took almost 12 weeks, but I received a full refund plus refund of travel insurance. Princess cruises was working as much as possible to take care of their customers with these refunds but one can only imagine how long this process would take since the volume of passengers needing refunds was beyond what anyone could imagine. With the number of ships in service times around 3-4000 passengers per ship does take time, and patience. Other cruise lines i.e. Norwegian, RCL, Regal, MSC, etc. only offered refunds to be applied toward future cruises, and did not offer cash refunds like Princess did. I have sailed on the other lines, but will seriously think again if I want to sail with them because they did not refund customers like Princess Cruises did. On a second note, any issues or problems I have experienced when on a Princess ship was taken care of immediately, or to the best resolution possible.

Date of experience: June 28, 2020

g
2 out of 5 stars

Update- finally recieved refund for…

Update- finally recieved refund for shore excursions today, without explanation,just appeared in my bank account! However still waiting for refund of prepaid tips and wifi! Seems a bizzare way of working to me,you would think they would fully clear their liabilities with one review..So more contact needed with them,causing them additional work that they could have avoided if refunding everything at the same time !!There may be a reason for this and a simple email saying rest to follow would have avoided further customer contact!!!

Date of experience: June 27, 2020

DW
1 out of 5 stars

After many enjoyable cruises on…

After many enjoyable cruises on Princess ships, their performance during the Corona virus Pandemic has been deplorable! The saga of the Diamond and Ruby Princess made disturbing reading. Getting refunds on our cancelled cruise has proved impossible to date. So much good will squandered . What a shame. Ex customer

Date of experience: June 23, 2020

Y
1 out of 5 stars

Бронирование каюты на круизном лайнере Ruby Princess.

4-го Февраля 2020 года мы забронировали каюту на круиз в Аляку (booking# XJGN5W). В связи с COVID-19 круиз был отменён и 15-го Марта мы получили уведомление о возврате денег за исключением $200 (cancel fee). Прошло уже больше трёх месяцев, но деньги на счёт ещё не поступили.Кроме того непонятно мне почему компания удерживает эти $200, если сама-же отменила круиз.

Date of experience: June 21, 2020

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