Princess Cruises Reviews

Double charged our checking account for the entire cruise! They had no record though Wells Fargo confirmed Princess did a double charge. Could not remove second change as it was still "pending" so out the money for 7 days! Sent duplicate identical confirmation emails 10 minutes apart but still claimed they didn't double charge. Then to fix issue they re-booked and offered a complimentary Premiere upgrade as the new booking had $350 more a person cost, but corrected the issue. It showed up as "Complimentary by PRINCESS CRUISES" for us by names, and I took a screen shot thankfully. But then, on Feb. 8 we got a $2350 bill for it due the previous Jan 24 or they will cancel our cruise if not paid 15 days in the past! I pointed out this was an obvious error but the 2/8/23 "Navigator" (rep) said the first Navigator of 1/24/23 was wrong and mistaken, they Princess never gives Premier package out free even to smooth out an issue. I told him I have the screen shot but he insisted it was bogus! The only thing we could do was have him cancel the (formerly) complimentary Premiere so our cruise didn't get cancelled, then we sent an email to customer service with screen shots of "paid in full" from 1/24 and of the complimentary Premiere. Awful. It took many calls and house just to get unempowered and untrained customer reps. The worst! Such a contrast to the outstanding Royal Caribbean reps!

Princess shorted me $60 on my refund of money added to my account. Can’t get anyone to help me get it corrected. Spent 2.5 hrs in the phone with princess and got nowhere. I had a shipboard credit for $60 that they gave us when we booked our cruise but then princess subtracted it from the credit they mailed to us. Unreal that princess can cheat me like this. Trying to find someone to help me get my hard earned money back.
I also sent a complaint on the hotel they set us up in, bus transportation in Florida with no air conditioning and the poor food in specialty dining. Have not heard back
The cruise itself was great . Too bad the rest was/is a nightmare !!

this is prior to our 2 week cruise through the Panama Canal. We have done this twice before. This time we booked with Princess. WHAT A HUGE MISTAKE. They have no customer service if you have a problem, I believe they are trained not to care. It has been a horrible experience. WRONG descriptions of their cabins, lies about their ships, false emails sent to me over and over. We have only had one other bad cruising situation and that was with Carnival the owner of PRINCESS Cruises. AVOID AT ANY COST !!

I had a land portion of the cruise cancelled due to political unrest. It happens but Princess told me to contact princess ez air and make the flight changes. Iwas on hold for hours and transfered to many different people poor service and non us customer service that just transfers and then hangs up or disconnected. Finally got reservation for flights to find they were not paid for by EZ air and the airline cancelled them. Today I have been on the phone for over 6 hours, no one picks up phone, if they do they give you an excuse and when you ask for a supervisor they put you on forever hold and then you get disconnected. Absolutely the worst service I have ever dealt with. I will never travel with this company again. I wish I had seen these reviews before booking

My experience was really bad. I didn’t even end up booking a cruise bc it was so bad! I am a member of a Pilates studio that is partnering with Princess cruises to get $500 off your cruise. I was excited to hear about this and wanted to jump on the discount. I would use the $500 but my husband and parents were going to pay full price for their cruise. I’m order to get the $500 off, a Princess booking agent was supposed to get into contact with me. I filled out a form 2 times to request info. Never heard from them. So then I reached out to customer service to see if I can get some answers there, but I was just constantly told they were not sure, passed along from person to person and sometimes on hold for over an hour!! Now bc of this experience, I’m not long trying to book a trip. They lost me, my husband and my parents for travelers. I will not be booking with Princess ever again.

Princess cruises stole over $11,000 from our family under the absolute LIE that the money we gave them could be used as a credit to any cruise. Do not EVER go on a cruise with these people it is a scam. After you wait on hold for literal hours prepare yourself for a poorly trained customer service agent to give you the wrong information. The majority 1 star reviews here are legit. AVOID. My "credits" are about to expire in March which is too bad because we would have loved going on a trip with our kids. They have almost $12,000 of our real life hard earned money but if we go to book a cruise for $2,799 it says we owe more money to book so we have to call. When we call they say fun things like "it's taxes and port fees" and then I say "ok but we were told credits could be used for those" and then they say "well not on all cruises" and we repeat this conversation for three bookings before I give up and accept they've stolen our money. It takes so long to get to an actual person I had to take PTO for a few hours twice just to have my time wasted once someone eventually answered. It is laughably bad. Except it isn't funny because our family worked and saved to take a vacation. Things they originally told us we could use credits for: excursions, flights, room upgrade, specialty dining. Things we can actually use them for: literally none of those things. Rent a canoe for a few bucks and try to get to Mexico that way I promise it'll be more fun than dealing with Princess cruises. Keep your money.

I am not able to write this review not sure why but it's obviously all controller by the cruise line, it is a negative review and will never book a cruise with princess ever no matter how good the offer. Called in 3 times dealt with various agents, when they didn't know how to help me, they either hung up or put me on hold for over 1 hour. THEY either ignored me or were not educated properly to help me by the cruise line what a bunch of untrained people Princess shout not outsource the CS DEPARTMENT TO SAVE A BUCK. NEVER AGAIN after this experience I will rather use a rowing boat to go to wherever. Iam sure to get better satisfaction, it's not worth the aggravation just to remove transfers from a cruise booking. i will never recommend princess ever again to family and Friends. they must get their act together we pay good money for these cruises and should not have to get the aggravation to remedy a simple problem.

Chose a different cruise line. When it came time for me to fly home on a flight that I booked through Princess Cruises, I was told by the airline that my flight had been canceled by Princess. I was at the airport, on my cell phone with their customer service for 1 hour 50 minutes and told “I’m sorry there’s nothing we can do about it, it was canceled”. Apparently, they refunded that flight to my account but didn’t bother to tell me. It showed up in my account 10 days later. On the 7th day I wrote to CEO Jan Swarz, explaining that I had to pay a higher ticket price for my last minute flight home, hotel stays, meals and Lyft rides and that I felt like Princess Cruises was dismissive of me, and she did not respond. It has been over a month and no validation, no ‘let us help make this right’ no apology-nothing. Let me assure you that if it happened to me, it will happen to you. Princess Cruises does not value their customers

I am a casino player. I spend a ton, and I mean a ton of money onboard. Princess accommodated me with a free cruise, which I upgraded by paying the difference in fare; however, this last cruise I was not informed that they no longer let you change a thing. No downgrading, no paying to upgrade. So as I sit throwing money their way thinking, no worry, I am really just paying for my next cruise, I come to find out, nope. You only get exactly what we offered…a cruise you more than likely don’t want to take.
Sure enough. I have a “free” cruise that I don’t want to take. I want to pay extra for a different one and they absolutely refuse to assist me.
Shame on Princess for not advising me, as it would have changed my mindset regarding my no worry, just paying for next cruise.
I am supposedly a much appreciated passenger yet they they could care less about me or my future loyalty to them.
Time to jump ship!

We have recently done 5 back to back cruise around Australia on the Coral Princess, we have issues with bad weather and COVID-19. The way Princess respond was excellent. We were given cruise credit and onboard credits because we were not able to go to ports, due to the weather and kept informed about COVID-19. The service was excellent, food very good, an enjoyable 56 days.

Impossible to talk to customer service for problems using cruise credit. I'm told I must e-mail customer service & wait. I waited 2 weeks with no reply.

Well what can I say? We haven't even been on the cruise yet and this cruise company took our payment twice! So we are over 5000 euros out of pocket and the customer service we are receiving to try to get our money back is diabolical! We are totally disappointed by the blatant dis- regard by this company on this matter even though we have sent them all the proof they need! Nothing has been forthcoming. And all we get is excuses. I will be going to their CEO if this matter isn't resolved soon!! We are still waiting for the repayment!!

I would not say that Princess is the best, but overall, my experiences cruising with Princess a positive experience. I'm sorry for the others who forgot their passport and yes, the crew should be more professional, but the US passport is required. Individuals need to take responsibility of what is required and believe me, cruising is complex and if you do not pay attention, it can ruin your vacation. Princess has lots of promotion, but be careful there's a lot of restriction and frankly I cannot drink 15 alcoholic beverages in a day. The break-even is 5-7 drinks per day and even that is a lot for me. I do get the Princess plus, but beyond the drinks. The service fees are in the Princess Plus and that tells your Steward that you are not going to stiff them.

I was overcharged on Princess Caribbean , I.e the actual credit card charge was more than the invoice. I was trying to call customer service several days in a row, they kicked me from one agent to another and I was spending more than an hour to be able to speak to human. I didn’t get my issue resolved . Terrible customer service.

Sky princess on december 17 sailing from fll.Very fat and rude hotel mngr. onboard named charles Verwaal who acted like a bully during cruise. Guest service dept. rarely responded to phone calls and this oversized bully tried to send flowers to my cabin to atone for aggressive behavior. Stay away from this poorly run ship at all costs. do believe that I could have had him arrested at U.S. ports.