Princess Cruises Recenzje 792

Whilst on my recent Princess Cruise on the Sky Princess, my expensive Barbour coat was unfortunately damaged whilst hanging up on the coat hook next to the stateroom door it got trapped in the door hinge when the door closed and the zip broken. I was extremely upset as I could no longer wear the coat due to the damage. On my return from the cruise I took the coat to the Barbour Head Office store in Regent Street, London to ask if they could repair the damage, only to be informed by Barbour that my coat had been damaged beyond repair and that my only option was unfortunately, for me to purchase another replacement coat. As the coat was very expensive, I emailed Princess Cruises Head Office to let them know what had happened. I would like to thank the professionalism of the Post Cruise Guest Relations Team at Southampton UK Head Office who were extremely helpful and who reimbursed me for the damage caused.

I am writing to formally file a complaint regarding my recent Mediterranean cruise experience, including issues with onboard spa services and overall service quality.
I have always believed that Princess Cruises is a long-established and reputable cruise line. Having sailed with you before, I have never encountered anything like this. Unfortunately, this experience fell far below the standards I expected.
One evening, feeling extremely tired, I went to the spa with a friend for a scheduled massage. The spa manager informed us that we could have an 8:30 PM session, 50 minutes each, for $139 per person, including a gift. Based on this information, I agreed and arrived on time.
While waiting, the room was very dimly lit, and I informed the staff that I could not clearly see any additional service information presented to me. The only additional service I knowingly agreed to was a $19 thermal therapy.
After the massage, no additional services or “gift” were provided as described. The front desk was unattended, and no bill was presented at that time. However, upon returning to my room, I discovered multiple unexpected charges on my onboard account.
The following day, I returned to the spa seeking clarification. Instead of receiving a clear and professional explanation, I was given vague and unsatisfactory responses. I was particularly shocked to find a 25% service charge that had never been disclosed to me in advance.
I asked directly why this fee had not been communicated beforehand. The staff insisted that I had been informed, which I strongly dispute. I was never provided with any documentation or written acknowledgment at the time of booking—only the quoted price of $139 per person. I also have a witness who can confirm this.
At one point, I asked the spa manager, Linzt, if he could confirm with certainty that the 25% service charge had been disclosed. He refused to do so. I want to state clearly that I was never informed of this charge, and I do not accept or authorize it.
What is even more concerning is that after I expressed dissatisfaction, additional charges appeared on my account. This raises serious concerns about billing practices and transparency.
Furthermore, the manager’s attitude was unprofessional and dismissive. Instead of assisting in resolving the issue, he engaged in arguments. After the service, no staff were available to assist, and I was directed to customer service. Despite visiting customer service twice, the issue remained unresolved.
In addition to the spa incident, I would also like to raise concerns about several other aspects of the cruise experience. The bathroom in my stateroom had an unpleasant odor, which significantly affected comfort. The food pricing felt excessive for the quality provided, and although I purchased a beverage package, I was still charged for certain drinks that I reasonably believed should have been included.
While I would like to acknowledge that the housekeeping service was satisfactory, the restaurant service overall was disappointing. Staff responsiveness was inconsistent, the food selection was limited, and the food often did not taste fresh.
As a paying customer, I feel misled and poorly treated. I never requested any “gift,” yet product charges were added to my bill without my consent. The lack of transparency and accountability is unacceptable.
Most concerning is the consistent shifting of responsibility between the spa and customer service teams, with neither taking ownership of resolving the issue.
If I had been properly informed of the additional 25% service charge, I would have had the opportunity to decide whether to proceed. I did not consent to this charge, and therefore I formally dispute it.
The overall handling of this situation felt deceptive and exploitative. Additionally, based on the staff’s attitude and treatment, I felt uncomfortable and perceived the interaction as discriminatory.
I respectfully request:
* A full investigation into this matter
* Removal of all unauthorized charges
* A detailed explanation of the billing practices
* Appropriate action to prevent similar incidents for other guests
I look forward to your prompt response and resolution.
Sincerely,


I have been on several Princess cruises and have 2 more booked - one leaves in 1 1/2 weeks. I plan to do all my sailing on Princess in the future. I love their ships and have not had a bad experience. There may have been a rare occasional glitch but nothing bad. All the staff have been very friendly and helpful. The ships were clean.

My next cruise is on the Majestic leaving Southampton. I was on this ship for an Alaskan cruise and loved it - everything was top notch. So I am looking forward to it specially after it being refurbished since that cruise.

The other cruise I booked is the Sun. We were on that ship a few months ago for a cruise from Athens. I am also looking forward to returning to the Sun. It was new and very modern, especially the elevators and the service was great. We had the premium package so ate at speciality restaurants. My only complaint was for those restaurants. Either the food wasn't as good with taste or menu choice, or the service was slow but a couple of them were fabulous in all aspects. The buffet and other restaurants were great. So for our next cruise on the Sun, we got the Plus package for internet and drinks and will eat at the main restaurants. I loved the Irish pub which had great live music and was always filled.

The prior cruises included the Emerald, Ruby , & Golden ships. The Emerald ship was ok, but I didn't like the Canadian ports except for Prince Edward Island and for that we had 1/2 day in port while the others with nothing to do were full days.

We had a 10 day Carribean Cruise on the Enchanted Princess earlier in the year and had a great time other than an issue with our photo studio experience on board the ship. On returning home we made contact with Princess about the issue and were contacted by a member of the Post Cruise Guest Relations Team, namely Claire Wilson who was excellent in understanding and resolving our problem, thank you Claire.

I have always believed that Princess Cruises is a long-established and reputable cruise line. I’ve sailed with them before, and I never experienced anything like this. But this time, the customer service was unbelievably poor.

This Mediterranean cruise experience was extremely disappointing.

One day, I was very tired, so I went to the spa with my friend for a massage we had scheduled together. The spa manager told us they could arrange an 8:30 PM session, 50 minutes each, for $139 per person, and it would include a gift. I was happy with that and arrived on time.

While waiting, the room was very dimly lit. I told the staff I couldn’t see the additional service they gave me. The only thing I clearly remember agreeing to was an additional $19 thermal therapy.

After the massage, we didn’t receive any extra service as promised. When we came out, the front desk was completely empty, and there was no bill provided. Later, when I returned to my room, I found multiple unexpected charges on my account.

The next day, I went back to the spa to ask why there were so many charges. Instead of a clear explanation, they gave me excuses that were completely unacceptable. I was shocked to see a 25% service charge that was never disclosed to me beforehand.

I asked them directly: “If you’re going to charge a service fee, shouldn’t you inform the customer in advance?” They insisted they had told me. I made it very clear that I never received any document at the time of booking—only the promotional total of $139 per person was mentioned. I even have a witness who can confirm that I was never given any paperwork.

At one point, I told the spa manager, Linzt, “If you truly informed me about the 25% service charge, can you swear to it?” He refused and said I had no right to ask him to swear. I responded clearly: I am willing to swear that I was never told about this 25% service fee. I do not accept and will not pay this undisclosed charge.

What made the situation even worse is that when they saw I was upset, additional charges were suddenly added to my bill. This behavior felt extremely inappropriate and suspicious.

When I tried to resolve the issue, the manager was very rude and kept arguing instead of helping. After the spa service, there was no staff available, and I was told to leave and go to customer service. I went to customer service twice and still got no resolution.

As a paying customer, I feel completely misled and poorly treated. This felt like dishonest and unacceptable business behavior. I never asked for any “gift,” yet there were product charges on the bill, which makes the situation even more questionable.

Most importantly, both the spa and customer service kept shifting responsibility instead of resolving the issue. It felt like they were trying to avoid accountability rather than help a customer.

Overall, this was a very disappointing cruise experience, and far below the standard I expected from Princess Cruises.

If I had not been informed about the additional 25% service charge, then I never agreed to it. If they had told me in advance, I would have had the right to decide whether or not to proceed with the massage.

Their behavior was completely deceptive. To me, it feels like a form of exploitation—almost like being taken advantage of.

And based on her attitude, I perceived it as discriminatory.

Pongo 1 estrella por el personal, sino sería CERO. estamos a bordo del Island Princess, 54 noches. Ya nos anularon 3 Puertos, sin nada a cambio. Nos cargaron un gasto de U$s 572 en la Tarjeta de Débito q no es nuestro, y hace 15 días q lo venimos reclamando sin respuesta alguna. Llega la fecha de pago de la tarjeta!!! Y lo peor fue el EMBARQUE. lo hicimos en Los Angeles: nos trataron como familiares de PABLO ESCOBAR ir poseer pasaporte Argentino. Tantos sueños, preparativos para llegar desde Buenos Aires, para q en 5 minutos nos arruinaran el sueño...sin contar lo q PAGAMOS por este costoso crucero, con paquete PREMIER. En ninguna otra naviera hemos sufrido de esta manera. Nunca MAS Princess...no se los recomiendo a nadie....hasta MSC es mucho mejor

Booked back to back cruises not realizing there would be a problem. So I paid the nonrefundable deposits.

When I do realize there was a problem I spoke chatted with 3 different representatives. 1 representative kept trying to upsell me inspite being told there was a problem. I finally indicated to cancel everything but she couldn’t do it.

2nd person I chatted with kept ending the chat after he provided some information. He did this twice.

Finally got someone who was for the most part competent and was able to cancel my booking but annoyed that I will not be refunded $198 for something it should have told me about when I booked.

More annoyed that I took this exact same cruise with its sister company and no problems.

Avoid

28th March - 7th April 2026 FNQ Cruise.. Princess has dropped its level of service to the customer since transitioning to Carnival with no follow up or communication where required:
1.4.2026:
Port Douglas captain Tony allowed tenders to continue to transport patrons in 2.5m - 3m swells causing safety concerns to children and the elderly onboard who were thrown around like rag dolls, not to mention multiple people (15-20) in the tender throwing up excessively due to the conditions, in one word this was HORRIFIC for my children to witness. (Absolutely no concern for the health and safety of paying customers)
3.4.2026
Airlie Beach due to inclement weather shore excursion cancelled which was not the issue we totally understand the safety issues involved. The issue being Princess is happy to take your money immediately for any purchases, however when Princess cancel the shore excursion the amount of hoops you have to jump through to get your funds returned to your bank account is beyond ridiculous. Be warned discussions had with guest services onboard who were very rude and dismissive, emails sent following up, phone calls made to princess head office, only to be passed on to HSBC in London who control Princess/Carnival finances who expect you to understand and follow codes, registration numbers to submit your bank account details online, which they already had initially, as you have to provide your credit card details prior to boarding the cruise. After 7 days of time wasted funds were finally deposited into the nominated bank account which is 7 days to long. (Imagine not knowing how to navigate the internet i.e. elderly who frequent these cruises; multiply that by 2000 people and that is a significant amount of money withheld from its rightful owners which infuriates me at $300 per person for a shore excursion,)
$665 for internet over a 10 day period for four devices is absolute extortion and leaves a sour taste in your mouth when you can access free wifi in most places around the world in 2026.
Overall, for what you pay which is a considerable amount of money, you expect professionalism in every aspect of a business, unfortunately after my 3rd cruise with Princess the first 2 being great in 2013 (Mediterranean) and 2018/19 (New Zealand) the lack of customer service has diminished considerably over time to the point whereby we will not be using Princess/Carnival for our holidays anymore as they should have followed up on the health and safety of those onboard the tender at Pt Douglas there was no communication even though they knew people where vomiting and being rag dolled on the tender in considerable swells. (They recorded this information when returning onboard so we expected follow up and at the very least an apology)
Plenty of frontline staff look burnt out and this reflected in their attention to detail when servicing clientele. Having polite, informed communication is key, acting naive as though it has not been communicated to frontline staff by upper management does not cut it Princess.
Do better and customers won’t review poorly; remember people read reviews of others experiences to determine if they choose to holiday with your cruise line and it shows on this review platform people have a lot of indiscretions with the service provided by Princess with so many poor reviews. We are not just a number we are customers paying big money who have worked hard to enjoy a special holiday with family and friends so attention to detail is paramount for positive five star reviews and better experiences overall.

Acabo de regresar del crucero Puerto Rico Islas Antillas y Barbados y elvtrato ha sido excelente. Los camareros, espectaculos, , conidas, animación , cantantes,....todo excelente. El capitán se sacó fotos con mis hijas y nos la regalo. Desde luego repetiré.

A Princess Promise Broken: (this is going everywhere - I'm sure you'll be out here with the ban hammer but let me just say this I’m not going away AND I am not following your directions on where to post my grievance) Ship: Royal Princess (never board)
We purchased tickets with the understanding that we would receive a livable stateroom
with functioning air conditioning. Upon boarding, we discovered that our assigned room
had no working air conditioning. The temperature in the room made it unlivable. This was
not a minor inconvenience; we could not sleep and using the accommodations we paid for was physically painful. One of our friends had to leave our room within 5 minutes because it was too hot for them. We spent several hours of our vacation time reporting the issue and requesting assistance. In response, we were repeatedly provided maintenance “cards” indicating that work had supposedly been performed. Despite these claims, the issue was not resolved. The air
conditioning remained inadequate throughout nearly the entire cruise. We were not moved to a different room until the second-to-last day of the cruise. Even then, the replacement room’s air conditioning was insufficient and did not fully resolve the issue. In addition to the failure to provide basic accommodations, we were treated rudely by ship personnel when we attempted to address the issue. We approached the matter respectfully and simply asked for a functional room. Instead, we encountered dismissive responses and poor customer service. After the cruise, Princess offered what they described as a “good faith” credit of $200 to be used only on a future cruise with their line. This does not meaningfully compensate us. In order to use this credit, we would have to book another cruise with a company that failed to provide the service we paid for and has since been unhelpful in resolving the matter. We are not considering doing so at this time. I have also attempted to resolve this directly with the company through email, their website, and by phone. I was repeatedly redirected without assistance. I was told to submit the issue through a specific section of their website, which I was unable to locate. During a phone call, I was informed the matter was “not their department,” told they could not transfer me to a manager, and was then disconnected after approximately 12 seconds. —There’s good news though! Redemption is but a simple act of complete repayment of the money we spent on the ticket, although you’ll never be able to give me the time off I took from work, after that I go away.

I was very disappointed with the quality of the food on the Ruby Princess. Nothing like the great food we had on the Princess Sapphire a few months earlier. Princess's choice to save money on food, will result in a substantial loss in customers. I for one, will not be returning.
I was also upset about the beds that were attached to the walls. I banged my head on them a few times. I'm surprised there are no lawsuits because of it.

Ich möchte hier über unsere Reise mit der Princess Emerald von Los Angeles nach Hawaii und zurück im März 2026 berichten.
Kabine: Innenkabine - sehr sauber, begehbarer Kleiderschrank, Wasserstrahl in Dusche und Waschbecken sehr gut (ist auf vielen Schiffen anders 😊). Klimatisierung sehr gut manuell einsetzbar.
Öffnen der Kabinentür automatisch bei Annäherung über die „Medaillon“, mit der auch alle anderen Leistungen erfasst oder bezahlt werden (sehr gut und fortschrittlich).
Verpflegung: wir sind Freund von Buffet Restaurants. Hier waren wir jeden Tag von der Auswahl und vor allem von der Qualität der Speisen begeistert. Alles frisch und besonderes Highlight waren die Dessert!
Service: wir haben schon diverse Kreuzfahrten mit verschiedenen Reedereien unternommen (Aida, Costa, Royal Caribbean…), aber so etwas wie auf der Emerald hatten wir noch nie! Immer ein Lächeln, immer ein paar freundliche Worte - einfach exzellent - und genau das machte diese Reise besonders.
Interieur: BJ 2008 - da hatten die neueren Schiffe einfach mehr zu bieten - trotzdem gepflegt und sauber.
Shows: typisch amerikanisch (Geschmacksache).
Leider hatten wir extremes Pech mit dem Wetter. Hawaii wurde geflutet 😕. Viele Ausflugsziele standen nicht zur Verfügung.
Laut Kapitän „schlechtestes Wetter seit 20Jahren“!!!
Trotzdem waren wir super zufrieden und sind gerade am überlegen, ob wir 2027 die gleiche Reise nochmal machen wollen.
PS: über Preise für Internet oder Landausflüge braucht man nicht zu diskutieren. Ist bei allen Kreuzfahrten teurer.

My problem with Princess Cruises right at this moment is that I canceled a cruise February 23rd due to a breast cancer diagnosis. I still have not gotten my refund. Every time I call they say it'll go back on the card and if it doesn't go back on the card I will get a check in the mail. I was going to Better Business Bureau but was urged to make a plea hair on social media first. I'm out almost 6 grand and I'm having cancer surgery in less than a month. Can anyone help me get my refund? I will go to the Better Business Bureau if this doesn't work, and then we'll go to the Attorney General of Washington State because this is unacceptable to have to wait for or more weeks for a refund of something I paid in full for and can't use now.

Awful cruise that treated my parents terrible! They are both disabled yet weren't helped with their luggage during embarkation or disembarkation,due to an unfortunate illness while onboard my father was quarantined and was told the only way to get food and drink to him and my mother was by room service and yet was charged £5 for each room service delivery!
During their 6 days of quarantine nobody came to clean their bed sheets either.After coming home we have even found out that they were overcharged on their folio bill (which I have managed to now rectify to an extent) but if I hadn't noticed the error they would have been overcharged $200 dollars yet no goodwill gesture was even offered on top for their treatment and they can't even give them back all their crew appreciation they paid as they have now left the ship and it's non refundable,pretty much unbelievable beyond belief for me,to treat 2 vulnerable members of society this way and with a terrible folio bill itemisation,I wonder how many more people on board the emerald princess have had extra money taken from them without ever realising!

Princess cruises need to ditch their new allotted boarding times & go by status. Many of us have paid big $ to show our loyalty, so, I think status should determine cruise embarkation time. Regardless of how many people have the loyalty & have become elite, I disagree with the entitlements downgraded. I love Princess cruises, but, PICK UP YOUR ACT.

I have cruised with Princess since 2018 and have enjoyed every cruise. If things aren't quite right Princess have always done their best to rectify it.
I am about to go on my next cruise in April which I booked 2 years ago to New Zealand and Fiji ( my absolute dream !) My 60th year and Princess 60th year !
I thought I would book my own flights myself ( first time ) and perhaps get a good deal. To cut a long story short I was scammed for a huge amount of money which was taken without my consent. I received my tickets so there was nothing I could do (a hard lesson to learn, should have used Princess ) The stress made me very poorly and my hair fell out, then the war with Iran and the USA began causing disruptions, flight changes, and cancellations.
I called my Princess Cruise Agent Dhalveen ( my absolute Savior ) she was so supportive, kind and helpful ( even though I didn't book flights with Princess). I knew if my flights were cancelled I would lose my cruise , I would lose everything which I had saved up for many years. Thankfully Dhalveen said she would support me and that I was not alone. She kindly helped with new flights (which she didn't have to do).
This lovely lady went above and beyond and I am truly grateful.
Princess Cruises and their staff have always made our holidays very special but what stands out for me is the kind compassionate lady Dhalveen and that's the reason why were return year after year.
For those of you who are considering cruising I highly recommend Princess.....ask for Dhalveen to she will look after you !
A little kindness goes a long way, hopefully to New Zealand and Fiji !

I thought I was booking the relaxing cruise of my dreams to Hawaii . Quite quickly we discovered cancelled ports,disappointing but rolled with it until we just received our flights . Expecting a direct flight of perhaps 11 hours but getting indirect flights culminating in a journey of more than 24 hours ( including a layover of 9 and a half hours in Chicago airport) 5 different airports in total. As someone who is disabled this is totally unmanageable for me .

I just wanted to say that Dhalveen at Princess cruises is an absolute star ⭐️
She has helped me so much booking my cruises excursions packages with total patience and is so professional
It doesn’t matter how often I call her as my consultant at Princess she is always ready to help
So thank you, Dhalveen

This review is aimed at a specific cruise specialist.
Dhalveen Khela.
Dhalveen went above and beyond to assist with booking amendments for our cruise.
I respect all specialists are great.
Thank you.

I would give no stars if I could. I paid extra for a reserve collection mini suite (special occasion cruise) It stated on the website priority embarkation/disembarkation. This is not true. I am currently sat waiting & waiting & waiting to embark ‘Sky Princess’ at the Southampton Terminal. I have queried this and was told that we do not have the benefit of priority embarkation. I showed the printed off benefit clearly stating priority embarkation to the terminal staff and they said take this up when I get on board the ship! I am leaving this review to help anyone else reading this who has decided to book Reserve Collection mini suite - do not expect early embarkation. This is misleading and this cruise has not delivered one of the key benefits and needs to be addressed. My first Princess cruise not a good start!