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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.
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 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
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.
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.
Beware of Sun Princess medical service and guest services. For starter guest services seem to always be overwhelm and in the first few days of the cruise the lines are very long, which takes it in front of the elevators making it a hazard for other passengers.
I got sick on the cruise and had to go to medical services. Dr Dunn Giola saw me and told me I had bronchitis. I could barely speak because I was coughing so much. She was very condescending and not willing to listen to the patient. If you refuse one of her treatments because in my case I had had a bad reaction to the medication ( it caused palpitation and almost lost conscious ) she responded “you are refusing treatment” so why did you come? She lacks human caring skills specially for a cruise ship doctor. She did not explain or provided other options or was willing to listen to the patient. She just prescribe paracetamol and OTC medication. Then, the next day when requested to talk to her on the phone because I was getting worst, she never call me back. I needed antibiotic because my phlegm had turn green and was running high fever. My family member had to request a call from medical officer so I could get medical attention. I requested to see a lead physician, but when the lead physician was to tend to me, she yell saying “no I need to see her”. So the patient has no voice. Her bed side manner needs training.
Also, Sun Princess does not have an isolation or quarantine cleaning crew, so they will not clean or enter the room nor provide disinfecting products while you are place in isolation. They expect a passenger that is very sick with, fever, diarrhea and coughing to do all the house keeping. They could have use a mask and gloves and at least change the sheet and replace the towels and trash can. Even after speaking to a supervisor they refuse to provide cleaning service. And the room service menu is very limited. I have to spend over 4 days in an unclean room with this unhealthy and terrible conditions.
Also there were several people with stomach problems and diarrhea because they do not disinfect the public areas like Cunard or other ships do. Cunard has a very professional quarantine cleanning crew always desinfecting public areas. Sun Princess needs to learn from Cunard.
In short if you care about your health, think twice before coming on a Sun Princess cruise. Also prices are very high or more than $550USD just to see a doctor and medication is charge triple than on land, even for over the counter medication, even if you have the Sun Princess health insurance. Then you have to go thru the whole process to get partially reimbursed.
There were two wonderful nurses Laura and Rie that were caring and nice, and deserve kudos for working with a doctor such Dr Giola.
I want to start out by saying the staff are fantastic and found not fault with them. However, the food and the entertainment options were extremely limited. We also had to contend with a bunch of “influencers” who were the most loud and obnoxious individuals I’ve ever come across.
Customer service is a disaster. I tired multiple times to complete a booking. Items I was promised kept disappearing from my booking. I would call to have them fixed, I even paid in full to “complete” the booking so they couldn’t change it and it still changed. My last call to fix all of this took more than 2 hours. They got it fixed (again) and offered free chocolate dipped strawberries as compensation. Food is free on board. Including fancy deserts. The value i place on strawberries is quite low.
Their app is confusing and hard to navigate to find your reservations and booked excursions.
This will be my first princess cruise and probably my last.
I’ve sailed RC, NCL and my favourite is Celebrity. All of which delight in customer service.
Edit: I reached out on social media and was contacted by the company. They made an honest effort to make it right. They cancelled the chocolate dipped strawberries and came up with something else better that I will keep private out of fairness to them. I have increased my rating to reflect their second effort.
The cruise experiences are better than average cruise line, but the U.S. based customer service needs an overhaul. Today, a weekday, I called seeking to simply pay and complete an existing booking. I waited on hold for around 30 minutes, and then my call wa disconnected. Called again, another lengthy wait, and then a lady answered whose English was barely understandable. I gave up and rang off. Come on, Princess. When your customers are booking cruises costing 5 figures and above, they deserve top line, professional service from well trained and well spoken agents. Forget the bots; hire more agents and train them well.
Ich habe insgesamt drei Reisen mit Princess Cruises gemacht. Zweimal zwei Wochen, einmal sechs Wochen. Zweimal war ich Alleinreisende mit einer Balkonkabine, einmal zu zweit ebenfalls mit Balkonkabine. Die Schiffe sind ähnlich, daher findet man sich sehr schnell zurecht, wenn man sozusagen „Wiederholungstäter“ ist. Zuerst die positiven Dinge: die Kabinen sind groß, wesentlich großzügiger als bei vielen modernen Schiffen. Die Balkone sind geräumig, sodass man auch eine Liege hinstellen kann. Das ist definitiv nicht bei allen Schiffen möglich. Häufig ist da nur Platz für zwei Stühlchen.
Das Essen war durchweg gut. Im Buffet Restaurant gibt es für jeden Geschmack etwas. In den normalen Restaurants gibt es eine durchaus abwechslungsreiche Küche auf sehr gutem Niveau. Dazu gibt es immer noch exklusive, elegantere Restaurants für die ambitionierten Gäste mit den höheren Ansprüchen. Wer sich übers Essen beschwert, bei dem würde ich gerne einmal zu Hause sehen, was dort gegessen wird. Ganz gleich, ob Obst, Gemüse, asiatische, vegetarische oder vegane Gerichte, große Brot- und Brötchenauswahl, riesige Kuchenbuffets und Süßspeisen, alles ist in ausreichender Menge vorhanden. Wenn mal etwas nicht da war, hat das Personal auf Nachfragen diese Dinge sofort aufgefüllt. Der Kabinenservice hat hervorragend geklappt. Es wurde regelmäßig und gründlich sauber gemacht, die Betten waren stets super sauber bezogen, ich habe nirgendwo Schmutz oder Unreinheiten gefunden. Wenn ich Bestellung für Essen oder Getränke auf die Kabine hatte, ist dies sehr schnell erledigt worden. Überhaupt fand ich das Personal rundweg total freundlich! Ganz gleich, ob es sich um Service, Reinigungspersonal, Rezeption oder die Gästebetreuer handelte. Gerade bei meiner langen Alleinreise habe ich das zu schätzen gewusst. Nie kam ich mir alleingelassen vor, stets wurde ich ganz locker integriert, es war eine tolle Reise, Von Singapur, über Vietnam, China, Taiwan, Südkorea, Japan, Alaska bis nach Kanada. Ganz besonders die Bordpartys waren hervorragend! Auch die Theateraufführungen waren großartig. Ich habe eine Reise von Chile rund um Kap Hoorn bis in die Antarktis, von dort zu den Falkland Inseln, weiter nach Uruguay bis Argentinien gemacht. Bei dieser Reise ist mir besonders die exzellente, hochklassige Information über die Geschichte der Antarktis- Expeditionen hängen geblieben.
Nun die negativen Dinge: Ausflüge über Princess zu buchen ist generell zu teuer. Ich habe das auch nicht gemacht, bin in allen Ländern allein viel besser zurecht gekommen. Ich habe nicht nur mehr gesehen, ich habe nur ein Bruchteil dessen gezahlt. Ich weiß aber, dass das nicht für alle Passagiere gilt, viele ziehen die Gruppenausflüge vor. Man kann Gutscheinkarten, zum Beispiel Kaffeekarten für die besseren Cafés kaufen, unverbrauchte Guthaben werden aber nicht erstattet. Man kann anhand der Karte aber gar nicht sehen, wie viel noch übrig ist. Dass das WLAN an Bord derartig teuer ist, fand ich bei den teuren Kabinenpreisen den Passagieren gegenüber unfair. Es sollte wenigstens ein Minimum an freier Internetnutzung pro Kabine eingerichtet werden. Das kann man ja nach Kabinenpreis staffeln. Da ich meine Ausflüge selbst organisiert habe, ist für mich die Anlegezeit im Hafen wichtig. Diese ist bei Princess für meine Begriffe in mindestens 70 % der Fälle viel zu kurz. Ich möchte doch auch etwas vom Land sehen, und nicht nur hin und her hetzen. Die Schiffe fahren so früh ab, um möglichst schnell außerhalb der 3-Meilen-Zone zu sein. Nur dann dürfen sie die gewinnbringenden Spielbänke öffnen, für die auch ständig an Bord geworben wird. Das ging mir auf die Nerven.
Das andere ist, dass die Schiffe, die überwiegend einer älteren Bauart entsprechen, wirklich sehr schadstoffintensiv sind. Hier müsste Princess deutlich nachrüsten in Abgasfilteranlagen und Umstellung auf modernere sprich weniger Umwelt schädliche Antriebsmöglichkeiten.
mit etwas mehr Umweltbewusstsein der Reederei würde ich jederzeit wieder bei Princess buchen.
Terrible post cruise customer service from Princess
Cruise was great, but they ended up owing me a refund of just over $300 - received an email from a Princess UK representative about a month after the cruise asking
where they should send the refund & to which I replied. Have not heard any more from them in spite of 3 chase up emails - no replies & no refund to date - 3 months after the cruise ended.
Our travel agent has also called Princess UK twice chasing up the refund and all she has got out of it was an email address on which there is no reply and a claims link that does not go to a claims site.
Amazingly bad post cruise customer services.
Beware of Princess cruise lines and their FOLIO!! If you purchase a premier package and book dining prior to boarding they will charge your CC and only refund once on board via the FOLIO. That's theft. It should have been Credited to the CC not added to the folio as a credit that you must spend on board or wait forever for them to send you a refund which may or may not come. Also don't fall for the airport valet service as they will charge a bag fee which you may or may not have to pay depending on your airline status. Either way I would avoid Princes Cruises as they are slow, refuse refunds and the FOLIO is out of control.
the bad princess removed the cigar lounge on discovery and made an arcade was on it in 2022 and met some great people in the lounge also was able to watch sports etc now only place to smoke a cigar is 17 aft outside in the rain heads up if you want a cruise with a cigar lounge, disembarkation was a disaster we had a suite our time to disembark was 9 am we were in our suite only breakfast lounge @ 7;30 when they came before our breakfast arrived and told us the bus was waiting for us so it could leave no directions group # or where it was 2 ports where to short almost didn't get back from excursions in time . the good staff all food and drink servers cabin steward first class, dinning was also very good
I'm so shocked to see so many negative reviews.....we have just finished a week's cruise from Barcelona to Rome on the Sun Princess and from start to finish we had an incredible experience. From the moment we stepped into the cruise terminal to board, to the housekeeping staff (especially Jayson who was in charge of our room and cleaned it twice a day), to the immense choice of food in The Eatery and Horizons restaurant, and the entertainment each night in The Piazza, O'Malley's Irish Bar etc. If we ever needed help with anything the staff were so helpful and extremely friendly.
Also, my wee nephew who was with us and my brother both have allergies and the staff were so accomodating with this. Not a bad word to say about any part of our holiday. However, if we were to go on another Mediterranean cruise we would try and go at a cooler time of year as we found it too hot to tour each place properly. Just another excuse to book again! Will definitely be booking again in the not too distant future and will be highly recommending to all family and friends!
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