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 631 - 640 of 641 reviews
WW
1 out of 5 stars

Draconian Customer Service - Pressure to buy cancellation insurance

We had to cancel a Princess cruise for our parents 30-days out after dad ran into serious medical problems. Dad eventually passed after a long struggle. Both of my parents were Platinum Elite members with Princess. Throughout our ordeal, we requested for some kind of credit for mom to use on a future cruise. Unfortunately, Princess was adamant that we should have paid extra for cancellation insurance and we would have to forfeit 100% of our cruise and air fees including the balcony upgrades. Princess customer service ignored our requests to elevate to higher management. We attempted to call Princess customer service and could not get through the long wait times.

Date of experience: March 24, 2019

S
1 out of 5 stars

Negligence With Intent To Harm

Absolutely the worst experience of our lives. We were denied boarding three times and only allowed on the ship, 5 minutes before departure, under threat of "forced disembarkation" because Princess's totally incompetent "Agency" that provides Visa requirement information to the ship staff had information that was wrong and completely out of date. Princess which is owned by Carnival and renown for their record of environmental destruction dating back to 2014 is a Lawyered up hostile organization that thinks nothing of destroying your vacation or refusing to refund or compensate you for anything related to their own criminal or negligent behavior. They'd rather spend thousands of dollars in legal fees then admit their mistakes and offer justifiable compensation. Don't be taken in by the more then sweet sounding reservation people. This organization, led by a Harvard MBA who I suspect never took a class in Management is totally indifferent to service quality and totally focused on cover up and avoidance or responsibility for their own actions. Dec 4, 2018, 16 day cruise to South America.

Date of experience: February 20, 2019

D
3 out of 5 stars

Beware of administrative credit card incompetence

I returned from a far east cruise on Sapphire Princess on 21st January 2019. My on board spending amounted to £1535 and was debited to my credit card account on the day of disembarkation (21st Jan). Despite having paid my on board account on the day of disembarkation there was still £5135 of my credit card balance being held by Princess. I contacted my bank and asked them to remove the money being held by Princess on my credit card because I'd paid my on board account and reinstate my full credit balance. My bank informed me the holds on my credit card would need to be reversed by Princess. I contacted Princess and spoke to a guy called Alexis, after much communication back and forth and Alexis best effort, Princess were unable to determine what they themselves had done and kept throwing responsibility back to me to prove the money was being held on my account asking. I eventually obtained from Princess a list of debits they had made on my credit card account and it became obvious that my final on board spend had been held on my credit card on multiple days and multiple times prior to the end of the cruise on the and after Princess had taken their payment they did not reverse the previous holds. The current situation is that Princess do not know what to do to reverse these holds and apparently are unable to even determine what they have done in order to reverse them and my bank cannot reverse them. I am informed by my bank that the holds will fall-off my account after 31 days which is 22nd February and I'm still waiting, in the meantime and 3 weeks after returning from the cruise my credit card account balance is still showing in excess of £5135 is still being held on my credit card by Sapphire Princess, and Princess informed me this is normal practice, which it I know it is with many businesses, as long as money held is reversed once account has been paid- BUT IN THIS CASE IT ISN'T PRINCESS BECAUSE MONEY BEING HELD WAS NOT REVERSED AFTER THE ACCOUNT HAD BEEN PAID, THIS IS CALLED ADMINISTRATIVE INCOMPENTENCE, AND THE ADMINISTRATIVE INCOMPETENCE WAS UNDERLINED EVEN FURTHER BY THE FACT THAT YOUR STAFF CANNOT UNDERSTAND WHAT THEY HAVE DONE ON MY ACCOUNT EVEN AFTER I DETERMINED WHAT THEY HAD DONE BY DOING THE MATH AND INFORMED THEM THEY ARE STILL UNABLE TO REVERSE MONET BEING HELD- APPARENTLY ITS MY FAULT AND I'LL JUST HAVE TO WAIT UNTIL THE £5135 FALLS OFF ON THE 22ND FEBRUARY.

Date of experience: February 12, 2019

BC
4 out of 5 stars

Staff was pleasant and well trained

Staff was pleasant and well trained. I would have liked more vegan options but i still feel like the service was a good value.

Date of experience: February 7, 2019

LO
1 out of 5 stars

Do not recommend

I never write bad reviews but this was the worst experience I have ever had on my holiday. The food is below average even in the speciality restaurants. I mean fish martini for starters or a smoothie? Come on. The swimming pool smells musty, very dated ship. One of the evenings I went to have a cup of tea at the buffet to find out that the milk had gone off, after telling the waiter he said he'd get rid of it, to then see him just swap it over with the one behind and leaving it for people to use? Surprised they are allowed to serve food. The only positives is the hardworking room cleaning staff, and lovely 2 nurses. This had completely put me off of going on cruises not to mention with Princess. Wouldn't go with them even if it was for free. If you do chose a cruise make sure you don't make the same mistake I did and go with them. Had my first ever panic attack on the ship and was left with $1000 medical fee due to feeling so isolated and unhappy with trip so had to take a flight back few days early.

Date of experience: October 26, 2018

B
1 out of 5 stars

Our worst holiday experience

Our worst holiday experience - ever!! The cabin assigned to us seemed to be mounted on the ships engine! We complained and the night manager saw how clothes on the bed were physically shaking and she moved us to a smaller INSIDE cabin. For this we were given a refund of less than 5%!! We would have never had booked a inside cabin as it is so claustrophobic. The cost of internet access is outrageous!, the cheapest deal would have cost us £50 a day! We had to use free WiFi when ashore. Princess even charge for ship to resort transport! All calls to the cabin stewards were not answered at all, and we had to contact the main desk with all our problems. A lot of the on-board entertainments were simply sales promotions. We had to pay an automatic gratuity even though we were not happy with the service provided, and 15% was added to all bar and restaurant sales as well. The only interest this company has in its customers seems to be to squeeze as much cash from them as possible.

Date of experience: June 18, 2018

T
1 out of 5 stars

Cheap and it shows

The first cruse I did with Princess wasn't too bad. There were 2 live shows a night and it all seemed pretty exciting. I did another one a year later and it was awful. Shows down to one night, Freddie Mercury impersonator was terrible and liked shoving the microphone in people's faces presumably because he wasn't capable of entertaining himself. Food was average at best, restaurant menu was the same as a year before. Broken balcony door handle never got fixed. Old aged people fighting over seats. Band had a singer who liked to sleaze on to women in the audience and crew. Never again.

Date of experience: June 11, 2018

u
4 out of 5 stars

Princess cruise deserves 4 stars because of health and safety

Princess cruise deserves 4 stars and I'm hoping nothing changes. There were some health alert in the ship about novovirus and the ship put in a real strict protocols in the dining area and all over the ship. The crew was vigilant about making sure everyone washed hands before entering the dining. The whole place was repeatedly cleaned- elevators, stairs, seats, and we're not even allowed to return the pencils the ship provided for trivia games. All I can say is that this cruise line had some remarkable ways of making sure we're safe including the last day before disembarkation. Also, the captain of the ship - Regal Princess decided not to allow passengers to take the tender to an island and was very apologetic to inform us that we will miss Cayman because of the dangerous swells in the sea. Though we did not see some of our intended tour, we admire the captain for keeping us safe. Next, the day the passengers were not allowed to go on land, we thought we would be idle for the rest of the day. But Regal Princess had a lot of back up activities and the day was just filled with so much to do in fact, people lined up to see the shows after shows that the crew just put together to keep us entertained. But a 4 star because of health and safety measures. I could have given 5 stars but there were crew people rude, disrespectful and openly say they're disgusted with their jobs

Date of experience: January 25, 2018

M

MM

US

1 out of 5 stars

Sheeple mover

Sheeple mover If being vomited out of a cruise ship, into a city with 3000 of your fellow cruise mates and 6 other docked ships containing 2000-3000 people each is your idea of experiencing a city, you will be sorely disappointed. That's 15,000 people all vying for the same services. On our first day in St Petersburg, we stood in a 2.5 hour customs line, as the cruise ship released everyone within the same hour and a half and then blamed customs for going slow. Mismanagment by Princess is more like it, as they exited half day excursion passegners out at the same time as full day passangers creating a back log. No Princess employee came near the messy lines, no water for everyone standing for 2 hours in the sun. But, they told us they took pics from the deck to complain to someone up above, somewhere. Thanks for caring. After arriving at the Hermitage 3 hours later, and missing our slot, we were shoved through, with no space, air, or line of sight except the ceiling above as it was packed with tour group after tour group. Horrible experience. Food: The dining room is terrible food but you get good desserts (they use real ingredients for desserts only in the dining room). All the fish and most meat is unedible and soggy from frozen. On the other hand, the buffet the food is good (cuz u can see its condition before u eat it) but the desserts are bad. They use some sort of faux whip to make the desserts cheaper, so everything basically tastes the same. Ultimately, Princess is the same as every big corporate money grubbing company that smiles when you are buying, but when things go bad, they stand behind their written agreement which has basically considered anything that could go wrong and make sure they told you so, so they can claim they covered that. My recommendation- instead of being sheepled through cities, go on the off season and visit the city and stay for a while. You will have a much better experience and get to know the feel and culture of a place other, instead of just the mayhem of your fellow cruise passengers. The cruise ships have gotten greedy and are ruining cities for tourists and inhabitants alike.

Date of experience: August 30, 2017

IM
1 out of 5 stars

We sailed on the Crown Princess on the …

We sailed on the Crown Princess on the 8th of July on their Baltic cruise, we went to the first formal night and I wore my 4 diamond rings, my wedding ring and a multi stone ring, after the formal night the rings were locked in the safe with other bits and pieces of jewellery, several nights later I returned to the cabin safe to get my rings, upon opening the safe I found my jewellery case was undone, when I looked inside, the above mentioned rings were no longer there, we immediately informed the ships customer services and they came and searched our cabin to see if they had been misplaced, security was then informed and the cabin was searched again, we gave statements to security and had the impression they disbelieved us despite showing them a photo of me wearing them on the first formal night, security only appeared interested in protecting the ship and crews reputation. After the one visit to see the head of security who asked about the value of the rings there was no further contact from any of the ships company or their shore based offices. I truly think that this was a disgusting way to treat a passenger and someone at least could have contacted me over this matter. The Crown Princess has no cctv in their passenger cabin gangways so I would warn anyone travelling on this ship to keep their valuables with them at All times as they are not safe left in the cabin safe .

Date of experience: August 5, 2017

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