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
Worst customer service. We were told we had unlimited specialty dining, had it in writing from them and they refused to honor it. There is a GI outbreak currently onboard and we didn't want to eat at the standard restaurants because of it. We said we would even pay more to add it (even though they told us it was included) and because it was day 3 of the cruise they told us we were too late. Conversations keep disappearing from the app, as do reservations and then times are no longer available. Apart from guest relations and customer service, other staff seem nice. I cleaned our room when we first got here because they didn't do a great job--there was hair on the chair at the vanity, surfaces hadn't been wiped clean. The beds are comfortable. It says there was a refresh 4 years ago but everything seems very old and worn. I know they were bought by carnival awhile back. Perhaps it's become worse since. We will not be cruising this line again.
Was told incorrect information when trying to book a cruise from a cancelled booking you cannot get hold of anyone to sort this out and they have promised to get back to us since last week with no calls even though we have called three times a day to get them to call us back. You cannot speak to a manager they said they are not contactable !!!!!!!!!
Before we even sailed it was one CF after another! I booked in April 2024. Ordered our medallions in April 2024. They didn't mail my sons. Took over an hour in line to get a credit card thingy to go wait in line again on the boat to get his medallion.
They didn't have his pkg on his medallion. Laundry on our floor wasn't working, machine took my $ but didn't give me my coins TWICE, charged us for dinners that were part of our Premium pkg, took 3 DAYS to finally get charges off. Charged us extra for gratuity when we HAD the Premium pkg, charged us for bus shuttle when we took a cab, food was terrible.
WORST CRUISE, HORRIBLE CUSTOMER SERVICE, WASTE OF $ EVER!!!!!!!!!!!!!!!!!!!!!!!
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Princess Cruises left us very disappointed. We were given a quote for a cruise and paid the requested down payment. However, when we went to pay for the cruise we were asked to pay more than 15% more ($1500) no one at Princess could tell us why. Or let us booked for the price promised. This is complexity unacceptable and a dishonest business practice. We will not be cruising with Princess. I recommend that others proceed with caution with this company.
Absolutely horrific customer service.
Haven't even been on the cruise yet and they have messed me around something terrible.
Booked a dinner reservation for NYE, got charged for it despite having the premier package (2 speciality restaurants included). Over a month later and multiple hours on the phone, they finally sort out a refund but only after I cancelled it. Reportedly I would be able to re-book it, but alas! The time requested was no longer available, they couldn't add us onto the other family member we are sailing with who already had a booking and so I had to book a time slot 20mins later and STILL pay a fee!
I will not be sailing with Princess cruises again and am strongly considering cancelling the next cruise booked.
Customer service sounds like a robot reading from a script, which of course they are. They don't listen and aren't able to give any actual help.
Waste of time and energy, and I have never posted a bad review of anything in my life.
Princess cruises customer service is waste of space. Unable to speak to anyone to solve issues and each person gives different responses or just hangs up on you. Believe the main issue is that their App. is not fit for purpose. We have sailed many times with Princess and the App. just seems to get worse. Things that work one day don't the next. When Princess have taken money by mistake it is very difficult to get a refund although they are quick to take a payment. Don't ever book anything on the App. If you are not 100% certain or getting a refund takes a long time!
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!
Travelled on Sapphire Princess to Alaska, paid to upgrade to the penthouse suite, already had drinks package. Great wifi. Fabulous cruise.
Fifth cruise all different cruise companies
This was the best, great food , great staff could not fault the service.
Highly recommend.
So impressed~ has wonderful service, and great food! As well as people work really hard, care about you. They put a lot of effort into making things special.
Back in June, 2024 I was contacted by Princess Promotions (PP) with a package offer. We had used Princess Cruises several times so we agreed. We put a deposit down ($3,000 US) and agreed to monthly payments for 14 months. This has turned out to be a big mistake. We were promised many things with the package and since we had planned to take at least two more cruises this seemed ideal. When I went to book our first cruise we were informed that we had to pay off our plan. We had been told that we could use the plan while paying for it. I decided to cancel the plan. I was contacted by PP and told they would mark our file so we could use the plan while paying for it. Since our supposed Cruise advisor was not advising, they also gave us another advisor. In the interim the price had gone up and we were stuck paying about $1,300 more for our Panama Canal cruise. On August 1st the original advisor called to inform us that we had been sold a US plan but we are in Canada so we had to get a new Canadian plan. This would cost us more ($3,400 US) and the terms changed. We agreed and pointed out that we had already paid $3,000 US and asked about getting the money back. We were, by the advisor, that he would make it happen quickly. We are now at August 23rd and despite numerous calls and emails I am still waiting for my refund. I have been promised different things at different times. First it was 7 to 15 days (Passed); then it was 7 to 22 days (Also passed), recently it was that I should get it by August 30th. On August 9th, after all of the false promises and other problems, my wife and I asked to cancel our plan. In Ontario you can do this within 10 days with no issue, Princess obviously don't know this or don't care. As of today (23rd or August) our plan still exists and our trip is still booked. I have taken steps to go around PP and recover my money asking the credit card company to cancel the charges. I am writing this to warn users to be very careful is using PP. Take many notes, hold them to their promises and if they make misleading statements or fail to keep their promises get out.
We had a wonderful 14 night Norway and Icelandcruise on Sky Princess ending 13th July. When we got ashore we realised we'd left several items in the cabin - Sunglasses, Mini Tripod, Selfie Stick etc. We first tried contacting a member of the entertainment staff that we knew to try and retrieve them but they were told we had to contact Princess directly and they passed on to us contact details given by the onboard Guest Services desk. The email address given was not recognised and the phone number given did not exist. We then looked up a contact number for Princess and the helpful person then gave us a "correct" number for lost property. We called that number and again that number did not exist. We then found a lost property link for Princess and painstakingly completed their online claim form giving details of exactly where the items were left in the cabin and uploaded photos of all items. To this day we have never had any response and meanwhile the ship (Sky Princess) has been back and forth to Norway many times. I hope Princess Cruises read this and contact me
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.
