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.
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.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.7 | 647 | 100% | +0.6 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| 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 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“I just wanted to express my appreciation for the excellent customer service provided by Luyanda Chiya who assisted me...”
“I'm so surprised to a company like princess has so many issues with customer safety, with insecure rooms, witnessed c...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Cruise Lines.
| Company | Overall | Legit | Service | Booking | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 1.7 out of 5 (poor) | 100 out of 100 | 1.9 out of 5 (poor) | 1.7 out of 5 (poor) | 1.6 out of 5 (poor) | −3% | 647 |
| 4.8 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.7 out of 5 (good) | 3.0 out of 5 (fair) | — | 1,000 | |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | 4.6 out of 5 (good) | — | 1,069 |
Bottom line: Princess Cruises is #5 of 5 on overall rating in this group. On service, Evolution Travel scores higher (5.0 vs 1.9).
500 reviews of Princess Cruises. Filter by what matters to you.
Without a doubt the WORST customer service I’ve ever experienced. We have made 6 calls trying to add additional cabin and can’t get it done. Personnel does not have a grasp of the English language. They are apparently working from home because you hear babies crying and dogs barking in the background. DON’T experience the same HORRIBLE service from Princess….book elsewhere.
They are holding on to almost $3000 dollars from my account unlawfully!!! I was informed at guest services that this would take 2 weeks, Customer Relations does not reply for over 1 week, I've tried to go through my TA but they still don't do anything. This service is just terrible, I will never sail Princess again.
We cruised on Regal Princess 14th to 26th July 2024 with the Premier Package that includes speciality dining. On leaving , our onboard account included a cover charge of $92-04 (£76) for 2 meals we had in speciality dining restaurants. An initial call from a Princess agent on 2.8.24 said a refund had been approved and would be sent to me by bank account. Despite many efforts via our booking agent ROL and Princess we are getting nowhere.
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Disappointing Service and Poor Staff Morale on Sun PrincessRating: ★★☆☆☆Our first European cruise on the Sun Princess, which embarked on August 17th from Athens, was far from the relaxing and luxurious experience we had anticipated. While the ship itself is stunning and the food quality exceptional, the overall experience was marred by poor organization, subpar service, and an unsettling atmosphere among the crew.Onboarding Chaos: The initial boarding process was chaotic and disorganized. We, along with many other passengers, were left waiting for hours without any clear communication or assistance. The frustration among the crowd was palpable, with some passengers shouting due to the long wait times. This disorganized start was a major letdown.Housekeeping Woes: Once on board, our issues continued with housekeeping. Simple requests, like asking for hangers, took an unreasonable amount of time—over three hours and conversations with four different staff members. This delay meant we couldn't settle in and rest properly on our first night. Additionally, housekeeping staff expressed a preference that we leave the room while they clean, which we found a bit insulting. Despite following their request and leaving the room for four hours the next day, we returned to find it still uncleaned. When housekeeping finally arrived, the attendant was visibly distressed, even to the point of tears, citing overwork and an overwhelming number of rooms to manage. This was heartbreaking to witness and certainly not the experience one expects on a luxury cruise.Event Mismanagement: The onboard activities were another source of disappointment. Scheduled events were either canceled without notice or started earlier than advertised, leaving many guests, including ourselves, confused and frustrated. For instance, we attended a highly anticipated spirit tasting only to find it had ended half an hour earlier without any notification. This lack of communication and coordination was inexcusable.Product Knowledge and Upselling Issues: We were also disappointed by the staff’s lack of product knowledge, particularly concerning the offerings at the bars. When inquiring about different types of Patrón tequila, the staff member had no idea about the differences, which discouraged us from making a purchase. Furthermore, what was billed as a "Grand Champagne Reception" turned out to be misleading—there wasn't enough seating, and they served Crémant instead of champagne. This felt like a deliberate attempt to deceive guests, especially those knowledgeable about such finer details.Overall Experience: While we appreciated the quality of the food on board, the overall experience was soured by the poor service and visible unhappiness among the staff. It’s clear that the crew is overworked and undertrained, which not only affects their well-being but also impacts the guest experience. As someone who has traveled extensively and stayed in some of the world’s best hotels, I found this cruise deeply disappointing. The Sun Princess needs to address these issues, from improving staff training and morale to better event management, if they hope to meet the expectations of their guests.
I wanted to let everyone know about the absolute disaster it was to board the Sun Princess on August 17th in Athens. We boarded during a MAJOR Greek holiday. As such, there were very few officials (2?!) to check passports and scan luggage. The whole process took four hours. Three were spent in a very hot tent with no AC. Outside temperatures were above 90 degrees. At least one person collapsed due to heat exhaustion. The last hour was to check luggage. Overall, a terrible and dangerous experience. They did hand out bottles of water otherwise I might have fainted. No compensations from Sun Princess and I'm not holding my breath. People are on edge and unhappy. The company made on brief announcement apologizing but blamed the port/Greece. This should have been easily preventable by Princess.
I was racially abused on the cruise ship by it's staff (Lucia Egyegova, from the Casino). I have made a complaint, but it has been 3 months and they keep saying someone will come back, but no one has come back to apologise. I'm really shocked with their service. If you want to be racially abused then book their cruise ship. Terrible service.
Our ship was 6 hours late getting into the port in Sydney causing us to mis our flight. we have filed an out of expense report with princess cruise line 4 months ago for flights, hotel stay, cabs, meals all incurred from our missed flight. We have tried contacting them every 10 days to no avail. We are continually lied to from we have moved you up the list to the check is in the mail. They will not even acknowledge the ship got in late. If we miss the ship in port we would have to pay. it turned a dream trip into a nightmare. They also do not answer emails.
Just boarded the Caribbean Princess today, extremely disappointed with the state of the ship. The balcony cabin we have B633 is what I can only describe as tatty. Lamp help together with tape, drawers broken, balcony covered in peeling paint. I’m 6 foot 4 and cannot fit under the fixed shower head, automatic lights that can’t be turned off in the night. Very poorly designed cabins. Bathroom smells like it’s been cleaned with a dirty cloth that hasn’t been washed for the last 6 months. Extremely poor standards of cleaning by on this cruise, suspect it’s just the cabin steward though. 18% service charge added on to already expensive drinks so you are paying $8.85 for a beer that’s on the menu as $7.50 On top of all this we have a $16 per person per day crew appreciation charge already added on to our bill meaning $64 per day. We didn’t agree to this, especially given the 18% service charge already added to every drink. That is getting removed today, what a joke We have sailed with P&O, MSC and Royal Caribbean before Princess and can honestly say despite the above Princess are way better. Princess actually cater for normal people instead of mainly vegans etc which P&O seem to do. Attention to detail is better, food choice is better, service is better. Impressed and Princess are now our favourite cruise line Ports cancelled whilst on cruise and not even offered 24 hour free internet to sort out our cancellation meaning we have lost quite a bit of money on excursions due to Princess cancelling
Total lack of compassion. Our grandson was hospitalised and his mother then became ill. We asked through our travel agent if we could cruise at another time given the circumstances. The answer was no. We were not asking for a refund as we have received elsewhere on this holiday so we were very surprised by their response. This appears to be a company that cares more about money than their reputation. It's very sad they could not help us out as this was a special occasion for our 40th Wedding anniversary. We saved for this and will not be able to afford it again.
The only reason I give 3 stars is because lots of the staff and people were lovely it’s just the shop Pandora I had a problem with this women who worked there she was rude to my sister and made her uncomfortable then proceeded to make my other sibling feel embarrassed about her autism and adhd Then the gym , my sister has adhd and autism so she finds using a treadmill helpful , she was made fun of by the worker forced of the machine for being underage by a year !!!! , then made fun of my other sister with dyslexia saying “can you read” The cleaners did a awful job with cleaning the rooms I got a contagious horrible cough from everyone on the cruise
We recently got back from a Princess cruise in Scandinavia and the Baltics. It was a great cruise and we totally enjoyed our trip aboard the Sky Princess. The staff members were outstanding in appearance, work ethic, and friendliness. They genuinely seemed to enjoy their jobs.The food in the dining room was great, with appropriately sized portions. We sat at the same table in the dining room every night and the waiters knew exactly what we usually liked with our food and service. This was actually our first time in staying in an inside room after years of sailing in balcony rooms. Our room had a lot of storage space with open closet for suitcases, a cabinet with shelves, and drawers near the bed and TV area. Embarkation and disembarkation were very smoothly completed. Entertainment was very good, but the music, as with any cruise ship, was way too loud. We left at the beginning of some performances because of the volume. I had to get my medallion fixed twice during the two-week cruise because it wouldn't open our cabin door. But our overall experience was great!
Sun Princess new ship poorly laid out. Pools, deck area theatre etc too small for the volume of people. Getting onboard at departure was shambolic 3 separate areas where we all had to queue in the heat. Entertainment was poor apart from the theatre. Bar staff couldn’t make cocktails. Bellini bar that doesn’t sell Bellinis and bars that close at midnight. Also if you buy the drinks package there is a 15 drink limit and a rum and ginger beer counts as 2. Staff ask do you want a double and of course charge you for 2. If you want a fun holiday choose another cruise company. No deck parties, no white parties, no sail away parties no holiday vibes - staff had no clue. Afternoon entertainment included a 9 yr old interview with Adele and some awful Irish movie - fun times!! They Changed the stop for Kotor to Bar which was awful and charged hundreds of dollars to actually visit Kotor If you ever dock in Bar don’t get off the ship . DG upset a lot of people and cruise services had a constant queue all day and night . The positives were the food and the cabin but not enough to venture on a Princess ship ever again.
Fraudulent! Booked a 2 person cruise, however, they only charged 90% of the cruise cost. Then a few hours later they cancel the cruise because "Your remaining balance was not paid". So I called to ask how to pay the remaining balance, and why they did not charge me the full amount in the first place. They said that there was nothing they can do, and that would also have to pay their standard cancellation fee if I wanted to cancel. I stated I wanted to go on the cruise still, and was not trying to cancel so they sent me to "The escalation team" that after 30 minutes I was given an automated voice saying "How would you like to book your airline tickets? Press 1 for ....". I will be ensuring the charge on my card is rebuked, and I refuse to pay the $100 fee for a cancellation that was only due to their systems mess up.
1000 Characters are not enough. However, here we go. Worst vacation experience in my short 61 years walking this earth. the one thing Princess did well was moving people from each location, and it stops there. Absolutely little to no Gluten\/Celiac sensitivity training with your personnel. The failure of the trip started with the train that we were so looking forward to. 45 minutes into train ride the generator for multiple train cars died. We got to enjoy the remaining 8 hour ride with no a\/c. No gluten options for food, so wife sustained on salad. get to the ship and still no gluten knowledge. My wife spent a day in and half in bed sick because she was told dessert was gluten free only to find it was not. Multiple days I had had toast and your staff continued to place gluten free items on the same plate. No one would come to you to offer a drink unless you waved money for a tip. Oh ya, a fishing trip for over $400. and the captain didn't even know what we could fish for. What a joke ! Trip was in memory of my late father in law, and due to repeated failures the trip was money wasted.
Sun Princess. 13th -20th July. What a gorgeous ship! We were a family of four and had a fabulous time. The ship is stunning! Staff were amazing, a big shout out to Ding our cabin steward who seemed to clean our cabin every time we left the room. We stayed in cabin 10216 and didn’t realise when booking that we had a slightly bigger balcony than other standard balcony cabins. We would definitely book this cabin again. In terms of restaurants the MDR wasn’t really for us. We were sat at the back, in a dark area, it was all very chaotic, slow service, but the food was lovely. We preferred the American Restaurant on deck 8, the staff we so welcoming! The two South African staff Petris, we didn’t get the name of the female assistant but she and Petris are such an asset to Princess! Very, welcoming, very friendly and I could see they were a big hit with other customers. We also loved the Teppanyaki restaurant, the best night of the cruise. We have never laughed so much! The food was second to none. In terms of sun beds we did have problems getting any, on sea days, so we would just go to a cocktail bar for a few hours then later on the day, around 4ish there would be some available. Port days, if you got back earlier around 2pm there would be plenty of sun beds. Being from the Uk, and it being an American Ship, I did miss a decent cup of tea! Only one English tea bag in the room. No tea spoons anywhere in the buffet etc, a miner thing obviously! All in all we had a fabulous time and will return.
Well on our first time on the royal princess ship. Our first impressions are a mistake. The most fundamental part of any trip. Infact any day at home is to be able to make a cup of tea or coffee day or night. But not on this BOAT. You either pay to have one delivered or you have have to go up to the food area and get one ..Very poor the first trip will be our last trip. As ships go this BOAT doesn't cut it.
Over priced & under served. Excursion was triple the price + full of delays & excuses. Room service consistent missed our orders. Waited over an hour but billed as delivered, several calls to be told it's on the way & it never arrived (6 times over 2 weeks) Room steward was the only true service Bren + Julie bartender excellent. Cabin walls are thin. Towels are thin, rough & sometimes stained. Wait staff is over worked & exhausted. All Regal cares about is upcharges. Beautiful ship but poor management.
I've booked a Princess land and cruise tour to Alaska in early September as a retirement gift for my brother. We're very excited about this trip and booked our shore excursions in April to ensure we get to do everything on our bucket list. When I went into my account yesterday to check a couple of dinner reservations, I learned that my shore excursion in Skagway has unexpectedly, and without explanation, been cancelled. I spent over 2 hours on the phone with Princess to find out why and the only explanation I could get was that the vendor cancelled my reservation because of a time conflict. That's very interesting since my brother is booked on the same tour at the same time and his reservation has not been cancelled. There is no time conflict since we arrive in port at 5:45 AM and the trip starts at 7:30. The Princess representative suggested my travel agent should contact them to see if she can get a better explanation. She has spent over 3 hours on the phone with them today and has gotten the same run around--no valid explanation. The only thing they will tell her is that they issued me a refund on June 3. I am now on a waitlist for the exact same trip. If it was a time conflict, why would they put me on a wait list? Something is very screwy and I am not at all happy with Princess. This is my first trip with them and will definitely be my last. My guess is that a large party needed another ticket and they thought it would be easy to cancel a single female. What they don't know is that this single female can be very vocal! If you’re on the Sept. 7th sailing out of Whittier to Vancouver, you may see me picketing Princess Cruise Lines at the dock and in the lobby. Stop by and say hello!
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.
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