Princess Cruises is a leading cruise line that offers a variety of travel experiences across multiple destinations, including Alaska, the Caribbean, and Europe. The company provides passengers with an array of cruise packages that feature luxury accommodations, onboard dining, and entertainment options tailored to enhance the travel experience. Customers can choose from various promotions, including instant savings on cruise fares and special offers for families traveling with children.
Targeting vacationers seeking unique maritime adventures, Princess Cruises aims to cater to a diverse clientele, from couples looking for a romantic getaway to families seeking fun-filled holidays at sea. The company also promotes value-added packages, such as Princess Plus® and Princess Premier®, which include benefits like dining, drinks, and Wi-Fi, to enhance the overall cruise experience. Through its user-friendly website, www.princess.com, customers can easily explore available itineraries and current deals, making it convenient for them to plan their next voyage.
Princess Cruises receives a significant amount of negative feedback, with many reviewers expressing disappointment in their experiences. While some customers appreciate the beauty of the ships and the quality of the food, they often criticize the service and reliability.
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Common complaints include canceled excursions without proper explanations, poor customer service, and issues with the Medallion class system, which has led to frustration among guests. Safety concerns have also been raised, with reports of inadequate security and incidents occurring in front of staff. Despite a few loyal customers who have enjoyed multiple cruises, the overall sentiment leans heavily towards dissatisfaction, highlighting that Princess Cruises struggles to meet expectations.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
1.7
647
100%
+0.6
● Low
1.7 / 5 overall
=
647 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
2.1▲ 0.6
12-month avg
1.9
All-time
1.7
Category avg
4.0
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
2.1
21
Sep 24
2.0
9
Oct 24
1.1
9
Nov 24
1.8
11
Dec 24
1.8
14
Jan 25
2.5
8
Feb 25
1.6
7
Mar 25
1.3
6
Apr 25
1.6
7
May 25
1.0
4
Jun 25
2.3
13
Jul 25
2.4
7
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 67 positive reviews
Customer service45%
30 mentions
Friendly staff22%
15 mentions
Helpful support16%
11 mentions
Website & app13%
9 mentions
“I just wanted to express my appreciation for the excellent customer service provided by Luyanda Chiya who assisted me...”
On “Customer service” · Jan 16, 2025
Top complaintsof 394 negative reviews
Customer service53%
207 mentions
Shipping38%
148 mentions
Payment issues30%
120 mentions
Cancellation21%
83 mentions
“I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed c...”
On “Customer service” · Jul 4, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Cruise Lines.
Overall rating and review count for this company and similar companies
SCAM ALERT!!!!!!! THIS CRUISE IS A SCAM!!!!!!! I am currently on the 04/02-04/09 Ruby Princess cruise and we have skipped 2/3 ports because the captain can't figure out how to dock his ship!! We are the only cruiseliner that is not able to dock meanwhile all other ships near us have been able to! He claims it is windy and the water is rough but the water is so still and the weather shows the wind speed in the 1's. They will not refund anything except for the measly port fees which end up being less than $100 even though we spent a couple thousand since this is our honeymoon/my birthday cruise. On top of that, none of the activities have been fun and customer service is lacking. We requested several items when booking, and I had to keep reminding staff about our requests. Customer service is so slow everywhere as well and it is taking staff about 2 hours to deliver on anything. I DO NOT recommend Princess and will NOT recommend Princess to anyone I know. PRINCESS CRUISE LINES IS A SCAM!!!!!!!!!!
Our cruise was canceled during Covid. We received a refund and was given future cruise credit. During Covid My husband was diagnosed with blood cancer and needed a bone marrow transplant. My husband is now in remission but we did not book a cruise before the offer expired as my husband was too I’ll to travel.My husband is now in remission and able to go on a cruise.Our agent contacted Customer service to ask for an exception and had a medical letter as support. The extension was denied. I also contacted CS and was told that my request was escalated to the solution team. Once again no compassion. We were platinum customers and loyal to Princess Cruise.
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First time Princess cruisers and not likely to book with them again. We booked to go on the Coral Princess over 12 months before sailing. We asked specifically for a midships balcony cabin portside, which we were assured we had. Unbeknowns to us six months before sailing we were 'upgraded' to a mini-suite at the bow starboard side. I have never had the privilege of an upgrade in my life, and this was one I certainly did not want! When we discovered this two weeks before departure I started ringing Princess. I rang every day to try and get some clarification as to why they changed the cabin without notification. They kept quoting that it was a 'guaranteed' cabin so they could change us where they like as long as it was an upgrade. This was not explained to us at the time of booking. So I calmly asked that they sort it out and return us to our original booked cabin. Each day I rang I got a different person at the 'call centre' and I got fobbed off every time. We were told that the ship was full and there were no cabins available and told us that our cabin had been booked - to which I said yes it is booked by us! Imagine our surprise that a few days before departure we were sent an email stating that passengers could put in a bid for a better cabin! Once onboard we went straight to the Customer Service desk to be told that no they could not move us anywhere and there was nothing available midships. Again to our surprise we were chatting to a person who had won one of these auction bids and had been given a cabin midships portside. Ringing the Customer Service people before the cruise was a complete waste of time. They were not going to help us, we were not considered at all. They were not listening to me and certainly did not care at all.
To the cruise itself: Firstly, the staff were nothing short of fantastic, especially our cabin steward. Food was okay in the buffet and the dining rooms. We went to one of the speciality restaurants one night and it was not worth the extra money. The shore excursions were good but getting off the ship was appalling. I felt that the activities were not very appealing. The nighttime entertainment was not that good either although a few shows were outstanding, especially the last night. We have sailed with different companies so was not new to this type of travel. I think the whole problem with our cabin in the first place tainted the cruise for us and the fact that you really could not get to speak to anyone with any authority.
what's a reservation for if Princess keeps changing it after it's been paid for?
We recently made the payment for the reservation for a trip on the "Enchanted Princess" cruise line to the greek Isles. We made the mistake of booking both the flights and the cruise through "Princess" owned by Carnival Corporation. Right after we made the payment (about $10k), we got a notification that our flights had been changed. The change gave us only 55 min connection time for our flight to Rome. We called to try to get it fixed. After 2 hours on the phone, we got disconnected and nobody ever called us back. Our flights would get changed a few more times, each time for the worse. Not only our flights got changed, our cabin has been changed as well. Now what we have is a far cry from our original reservation. A reservation is meant to be kept. If you can't fulfill a reservation, especially after it's paid for, what are you doing in a business where reservations are the vital contracts between you and the customers? This has to be the worst experience we've had with a company. Where is the integrity and honesty? If i could give a negative star, i would. You don't deserve a star.
I would like to share my overall experience in a brief way of cruising the Crown Princess which is operating in an "old-school " way, targeting mostly senior customers. We are active travelers, we wanted to see Hawaii because of its scenery and nature. That was our priority. Our journey left us disappointed and bored because we expected much more fun, additionally from the advertised 4 Hawaiian Islands, We could just see 2.
Crown Princess Service:
Embarking: Surprisingly smooth.
Information: Poor. The captain announced the important info only once a day, which is absolutely annoying. If Princess uses a Medallion App, these kinds of crucial announcements such as cancellations port docking, or changing itineraries, these things should be available for more time to acknowledge. It was a huge impact on our pre-planned private excursions that we could not be there due to weather conditions or difficult docking and we had to cancel Kauai and Maui excursions and we lost money.
Medallion app: We did really welcome the ship medallion class application system, it was easily useable and convenient when we did book services and order food or beverage or look over our account. However, this system needs some updates, because the start of using it was quite a bit of stress. For example, making a reservation in the main dining room was impossible or we have to share our table with others, which frankly is not so ideal.
Front of Desk: Felipe from Brazil was helpful, especially since he tried to help us with our Wi-Fi setup.
The room: Our room was convenient and had enough space for us, the layout was a bit outdated and the shower head should be adjustable but other than that everything was nice and clean all the time we would like to thank our amazing hard worker stateroom steward Randi who made our room spotlessly clean and he always respectful, kind and helpful all the time.
Entertainment: We had just various feelings about our entire holiday and again We did surprise by how many elderly people cruising with us during this time of the year, and day by day we also noticed that the entertainment and activities on the board were adjusted and moderated for this age group. Too many shopping events, quizzes, and trivia activities were adjusted for their demands. I have no problem with this if the management would taking account those who want to dance or play not in an old-fashioned way. The trivia and other games were packed with elder people and the feeling was we were not on a holiday but rather a retirement club. The entertainment management needs to reconsider their offers for younger guests' demands too. There were a couple of board and card games available in the crown grill bar but when was busy the opportunity to play with something was reduced to zero. Table tennis and other sport activity such as basketball, or mini golf were busy all the time, so during sea days we could not find lots of this to do. Activities were mostly sales pitches and poorly planned. We have positive comments on the performances at the Princess theatre, the best show was the Encore! The only show that had a real effort put on the visual scenery on the stage, nice clothes, and the musical artists did such a magnificent broadway show in the evening! The band Ocean Boulevard was great, they played live music, but 45 minutes was just a warm-up to go to bed.DJ Rio played music every night but seemed there were just the same songs from '70,'80, and as always. But We loved that guy though.
Foodservice: We were satisfied with the food options and quality. The buffet has good assortments for items, so every day we could find something different on the counter. The pizza was awesome and available every day! The crew members quickly fix tables and serve whatever we wanted. We loved the Brazilian guy Vinicius' big smile and kindness! Well done!Dining: booking dining sessions was not possible or just had limited options, mainly if we did not prefer to get seated with others at dinnertime. It is an F&B management issue that there was so limited space for couples to get private dinners in the dedicated main restaurants. If we find a reservation time on the app, we have to wait extra time to get in. From other experiences with other cruise lines was much smoother and more organized. We usually went to the Botticelli dining room and we have to mention some people there who eased up our stress with their enthusiasm, optimism, and their high standard of customer service skills. Greg and Fabiola, superstars of the gates of Botticelli. Thank you for your cheerful and friendly attitude! We felt we have been warmly welcomed. Franco and Melvin thank you for the best possible dining experience while we cruising. All of them deserve gratitude and incentives for their passion!
Review Highlights
“. In speaking with Jeniya in the International Cafe she stated this was her dream job and has a You Tube documentary” in 4 reviews
“The "Princess Theater" hosted the comedian, Voice of the Ocean Finale, and musical shows etc.” in 4 reviews
“Tues- We're off ship onto Puerto Vallarta, Mexico ($40 per person), visiting The Malecon & Tequila Hacienda.” in 12 reviews
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100 Swinford St
San Pedro, CA 90731
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Food yes but drinks depend if you have purchased a drink package or not
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Dennis C.
San Francisco, CA
01
3/18/2023
I received the worst customer service I ever had. I was offered a free balcony plus stateroom offer # PXL5 with all the free amenities. I was also to receive $600. casino free play. The key word here is free. After calling Princess Cruise Line to book our FREE cruise they sent us an email showing our cruise. The very next day we received a cancellation notice and the money we paid all but the $400. was refunded. We called back and they said they were sorry and they rebooked the cruise and we paid the refunded money back. The very next day we received another notice that again we were cancelled and our money refunded except the $400. This went on 5 times over a 3 week period with no one at Princess Cruise Line giving an explaination or apology. To make matters worse after the first 4 cancellations and rebookings we were told that our FREE cruise would now cost an additional $2800. Remember the key word is FREE When we spoke to customer service and asked how they could possible cancel and rebook this many times and now charge us $2800. for the FREE CRUISE and now the FREE cruise that they want $2800. for took away all the free amenities and the $600. casino play. This last booking went thru several supervisors desks. Well low and behold the 6th time was a charm. They finally got the FREE cruise booked with amenities but neglated to add the $600. free play and they went way overboard saying for 3 weeks of torture and 15 phone calls and hours and hours on the phone they would make this up to us by giving us a $10. box of chocolcate covered strawberries. On our last phone call they finally conceded to add the $600. free offer that was on our original offer code # PXL5. During this horrendous ordeal we tried to call Princess Corporate Office in California. We were told we could not speak to anyone in authority other than the person that answered the phone. Three weeks ago we emailed Mr. Steinke, who is ahead of customer relations for Princess. I sent him a very detailed description of the absolutely horrendous service that we received from their customer service department. Needless to say we never heard back from Mr. Steinke where he apparently has set the example for his" no service " for his "no service" customer service relations department. We also sent the email to the President of Princess Cruise Lines Mr. John Padgett.Needless to say we never heard from Mr. Padgett either. This is without a doubt the worst cruise line customer service ever. If you wonder why we didn't just give up and book on a different cruise line remember they were keeping our $400. It was extremely disappointing that even senior management didn't take the time to respond.
I have been having trouble trying to negotiate my
boarding procedure, for my forth coming cruise with Princess Cruises Bolsover were unable to help me eventually the problem was solved within 5 mins by
Amanda a credit to Princess Cruises, any further cruises I take with Princess I will book direct.
Cruise was cancelled, i’ve waited for refund for 7 mos
Princess cancelled our cruise, and after seven months we are still waiting for them to refund our hotel cost. I’ve submitted the refund request and receipts THREE times, called them monthly, and they always say my check is on its way. But it never comes. Worst customer service experience ever. We are long-time Princess customers but will never go again. They used to be the best so it’s sad to see their lack of concern for their customers.
hello, I’m hoping someone could address this issues. I’ve booked cruise to Alaska. And before I booked the ticket I asked your customer service if I can go without passport ,it’s expired, from Seattle, and back to Seattle, the customer service told me yes. And I also read online in your website that this is a “closed loop” and I can travel with my ID. Couple days before the departure I also called and asked for help with check in, I can’t do it on my own since my passport is expired and the app asking me to upload passport, so I call customer service again, and the person “helped “me check in. On the date of the departure at the gate I was told I can’t go, I need to have my passport! This is irresponsible. And you refused to refund or provide future credits . Your employee is not acknowledged with that they’re telling the consumer. And the consumer is responsible for their fault. Why would a big company like you to be like a scammer, telling me I can, and I booked the tickets, and helped me check in , but the result is I can’t . Or at least tell me that I can bring other supportive document! We had to carried all winter clothes and ended up change ALL plans, and flew to Hawaii for the vacation. This needs to be addressed. Thank you!--
Booked travel and cruise through Princess, airfare I paid for first class on Delta airline got coach, Princess no help only a apology letter. If you book travel for your experience hope it goes better for you than I got form Princess.
We saved for a long time to go celebrate our 40th anniversary. On this horrid holiday the ship should be condemned . Balcony doors flying open during the night . Leaks Smelly carpets . Laundry machines not working toilets not flushing bathrooms leaking in our other guest's room's.
The ship sounded like it was being hit by large metal crashing out side of ship . Was Broken propellers . So front desk said . one captain crew said " the waves were hitting ship an rolling under it (not) the lady with him said (" hitting whales ")also not . Or would be having green peace after us.
Absolutely nothing in entertainment. We got racing paper airplanes. Over central balcony. Drop an egg over balcony see if it would not smash.
Design a floating boat to put on water . All pools were empty last five days of the cruise also were netted off before being empty so no swimming .the medallion things did not work or crew never used just asking for name a room number all time . Any one could give your name as room numbers was out side your cabin door . No security at all.
Ship was rolling around like a wheel barrow could hardly stand up the whole cruise. Food was ok our Steward was fantastic . The ship Lost our suit cases had to go around the ship trying to find them. Lifts mostly Broken . But you could do the day entertainment of Guess the floor it's gona stop on.
Or hoopla for five year old for us adults more day entertainment. The things on the entertainment list omg knitting class . Bible classes ukulele classes ribbon classes jigsaws . They’re the entertainment OMG . Rude spa if you like to be insulted. Thay say come to classe 2:30. then not doing it now come back at 5 . Cost an absolute fortune. Wast time.
Or hoopla for five year old for us adults more day entertainment. The things on the entertainment list omg knitting class . Bible classes ukulele classes ribbon classes jigsaws . Hawaii not that grate either. Should return our hard earned cash back. Went 31/1/23 to 16 /2/23
Dean mr Mrs
Just wanted to make you aware of a few bad things from our cruise
1. Hotel room in bad shape. Our room smelled of mold and Meldrew which triggered my asthma. They tried covering up the smell with disinfectant Was on my nebulizer 3 times in the short period we were there. Dr put me on steroids and antibiotics. Not a good way to start my cruise
2. Our transportation bus had no air conditioning. We all sat on that bus sweating for 45 minutes before driver offered to get a new bus. The air should of been ckd before they picked us up. They then kept us on the bus at the boat terminal. I told the driver I could not breathe and had to get off. Hard to believe I had to pay for this
3. First thing we got were strawberries from our travel agent. They were mush. We gave back to guy who said he would bring again. Never saw them. Really not that big of deal because food was great there but our travel agent was kind enough to get for us we should of received eatable strawberries
4. Speciality dining was horrible. Yes our steaks were huge but what good are they if they are tough and stringy. The main dining room food was much better. Think you need to step up your food if you want people to eat there and pay. Other cruisers we talked to felt the same way
All in all the cruise was great. Just wish I would of felt better after having asthma issues in the beginning. Our travel agent did have down I have a lung disease. ( bronchiectasis)
Look forward to hearing back from you
Thank you
Still waiting to hear back after almost 2 months. We were on the Island Princess for 2 week cruise in Dec 2022
Just had a great cruise, problem is they have overcharged me and cannot get my money back.
No telephone numbers to talk to them
Its a shame but will not go with them again
I have been witing for a refund since October 2022.
I have had many frustrating phone calls and still been told they are investigating. It is now the end of February 2023. Very unsatisfactory. I will never sail with Princess cruises again.
Having read thru many customer reviews on this site and others I feel relieved that Princes has only scammed me of $300. Will not go thru the whole story other than to say that like others getting any response to calls and emails is non existant.
Obviously staff are trained to delay responses until the customer gives up.
Surely this is criminal when customer bank accounts can be freely accessed at the will of another party?
I am surprised this is allowed to continue. Perhaps a class action would get their attention???
It is a pity Princes acts this way as I did enjoy the cruise however helping themselves to my account some days after the cruise has turned me off them for ever. The issue I have is a simple bookeeping mistake that should be easily corrected but no-one wants to help.
My husband and I would give a zero to the princess cruise line if we could. We booked a 15 day cruise last December and it ported out of Los Angeles. My husband talked to two different people affiliated with the cruise line to make sure we had everything we needed. The people told my husband we didn't need our passport because the ship ported in Los Angeles. It was a Hawaiian trip that stopped in Mexico last. When we got to cruise ship we were told we needed our passport or birth certificate to board. So we were denied. Now we can't get our money back or credit towards another cruise. That would of been our first trip and it was our retirement trip. Totally disgusting that we can't even get a trip out of this! Over $3,000 later. Hope they enjoy our money:(
Just returned from the Majestic Princess cruise from Auckland to Sydney. The crew were all amazing, attentive and professional; the shows were as good as any West End production and the guest entertainment was enjoyable.
Sadly, due to the weather many people struggled to join the cruise but as they did, in various ports of call, they were welcomed aboard.
The weather was definitely against us, with planned ports of Bay of Islands and Fjordland cancelled due to rough seas. We had to remember that residents of North New Zealand were in a very difficult situation.
The biggest mistake we made when booking the cruise was to select a premium suite cabin...beautiful and spacious though it was...at the front of the ship. I was aware that this could be problematic but didn't expect the Pacific or Tasman Sea to provide such a rollercoaster of a ride. The sound of pounding as the ship rode the waves was very disconcerting and scary for many.
If you want a gentler ride, book a cabin mid-ship on a lower deck but not too close to the lifts.
I can't fault the way Captain Foster made difficult decisions but kept everyone aware of the whys and wherefores.
Good call Captain
Medallion app needs alot of work! Won't even notify you with sound when someone chats. Rooms are small. Food was only fair. No food that was not with many tastes mixed with my food. Service was fair at best. They are more worried about getting you to eat at special restaurants than make there food better. Entertainment was bad on the Ruby Princess!! Not impressed with the cruise director. 😒
We just got back from a cruise on… Discovery Princess
We just got back from a cruise on Princess down the CA coast to Cabo San Lucas, Mazatlan, and Puerto Vallarta. Our whole experience was first class from getting on the ship to the excellent food, entertainment, servers and room stewards. Our servers in the dining room were Ni Komang and the junior waiter was Freceous. They knew what we usually ordered and were thorough at taking our orders. Can't say enough about their friendliness and excellent service. Also, our room steward was Mo and he attended to our every need.
Princess Cruises is a leading cruise line that offers a variety of travel experiences across multiple destinations, including Alaska, the Caribbean, and Europe. The company provides passengers with an array of cruise packages that feature luxury accommodations, onboard dining, and entertainment options tailored to enhance the travel experience. Customers can choose from various promotions, including instant savings on cruise fares and special offers for families traveling with children.
Targeting vacationers seeking unique maritime adventures, Princess Cruises aims to cater to a diverse clientele, from couples looking for a romantic getaway to families seeking fun-filled holidays at sea. The company also promotes value-added packages, such as Princess Plus® and Princess Premier®, which include benefits like dining, drinks, and Wi-Fi, to enhance the overall cruise experience. Through its user-friendly website, www.princess.com, customers can easily explore available itineraries and current deals, making it convenient for them to plan their next voyage.
