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.
Brutal customer service. We travelled on a cruise at the beginning of Feb. and two ports were cancelled. We have been in contact with the cruise line half a dozen times for the refund of $106.36 USD and we have still not received it. They keep saying a cheque is in the mail but there is no way it takes months for a cheque to arrive to Canada from the USA. Terrible customer service.
Princess laid off their actual travel agents some time between April and July 2024, didn't notify existing clients, and now only have call center employees handling bookings. Frequent travelers know this is not looking good. A trusted Princess travel advisor booked my cruise with me last year. This guy has booked numerous Princess cruises, tours, and events for my family and friends for over 15 years. He even coordinated the renewal of my parent's vows one year. He's an absolute gem, so communicative, catching things when Princess' website doesn't properly transfer data to the Medallion app or visa versa, and before the medallion app, when data wasn't properly transferred within Princess's own systems or paperwork was needed. He'd advise and respond when we had questions, recommended things if Princess couldn't book them, coordinated multiple cruises with land tours without a hitch- our cruises and tours have always been wonderful. He made all of us feel so special and valued by Princess. It's now 8 months before our cruise and having booked our flights as usual thru Princess, something was different. No email from our advisor. I know our flight dates are off. Normally he'd send an email to make sure all the travel is coordinated. He's that good! I sent an email but it came back as undeliverable. So I called the 877 number to see what's up. There was no resolution with the human who answered the phone. To be 100% fair- Princess would have saved money by using AI. My frustration is with the shear facts that 'call center guy' knows nothing about coordinating travel, there was no resolution or confidence built, and now he has access to my itinerary and ultimately this huge investment I've made. At least with AI I wouldn't have been afraid- just frustrated. I was required to give this guy all of my personal data just to talk to him and he gave me zero helpful information back. He made me more concerned about my investment because now he has access to my itinerary. I have zero confidence in Princess now. That's all it took Princess- 1 wise-cracking fool in your answering service who couldn't coordinate catching a bus, and you all not having actual travel advisors. I was too nervous to leave any rating because of how callous he was on the phone- fearing he'd intentionally mess things up if I gave him a bad call rating. The trajectory of Princess' "services" doesn't support their industry or their company. What travel company lays off all their travel agents? They still offer to set clients up with Travel Advisors according to the their website. I've requested this twice and still no messages or calls. Guess they aren't in the travel business anymore.
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Princess software is trash. For a second time they incorrectly charged me about 7000 dollars when I changed a flight using EZ Air. Talking to HELP, they then would not fix the problem, so I had to cancel my flights and get them again (not a good way to do business). Now I have a $2400 negative cruise balance. I want my money back now!! Princess is now borrowing my money for free due to their lousy software and inadequate HELP. FYI: HELP fixed the problem two months earlier when this happened the first time. Also FYI: The flight change was required due to a Delta change (not uncommon) to a flight to make it land one hour prior to our next flight.
Overall I would not use Princess cruise line again, I found that you pay 1000's to be treated terrible. -No reservations -Wait times in restaurants are very long -The restaurants are actually half full/closed some nights -Staff unable to keep up with demand -Staff don't care/lazy - can't be bothered to get new drinks out the back so will just say we have none left -Staff pretend they don't understand so unhelpful -Staff are pretty clueless on items around the ship, unable to tell you where toilets are or smoking areas etc. -Have items on the menu and then say they are unavailable for 3 days straight, when you can get them in other parts of the ship - All food was average at best - Hasn't got the punctuality / service as expected - Paid for premier package and still felt like a lower class citizen - Drinks take over an hour to arrive when ordered - Items ordered for a birthday, didn't arrive until chased - Port changed a couple of weeks before travel and the new port had nothing to do (pointless waste of time) - Entertainment options were poor - Embarkation took hours
Awful, we bought the plus package so we could stay in touch with home due to some med issues going on ..service worked about 10%of the time biggest waste of money they try to say that wifi was only for media platform. Ship appearance was nasty. Food was was about what you would get in school cafeteria . Needed help with our safe couldn't get in, call guess service said call back in the morning. Mind you we had our tour ticket on there that left early in the morning.. would not choose this cruise line keep scrolling to other outfits !!!
Booked cruise in June 23 the cruise is for Sep 24. We paid over£10000 for the cruise. It is now being advertised at £3000 less with a better cabin upgrade.Even though it cost us so much more,I am still getting emails from Princess cruises inviting me to bid for a better upgrade of cabin ( this starts at about £1000) .on speaking to pre cruise team i accept I paid too much but I object to being sent emails wanting more money off me bidding for upgrades. So please anybody who,s thinking about booking early with this mob, think seriously before booking . Is it worth it or shall I wait, because they will drain every penny they can out of you and have no sympathy when you question it.
I have sailed on the Sky Princess 4 times. This ship came into service in 2019 and has suffered from the Covid problems and issues experienced by all other cruise lines. Each time I recognised general improvements had been made in various areas, which are most likely in response to the customer satisfaction survey comments. The comments I make are based on my experience and opinions.. others may disagree. Princess promotes itself on providing 5* service and expectations are high. Cruising is not cheap, but overall and taking everything into account, you get what you pay for and possibly more compared to staying on land, in a hotel of similar ** rating. Mistakes/errors happen wherever and whenever, hence being a called mistake/error. I have read negative comments posted by passengers. Some I agree with..such as ordering via the Medallion app, showing as delivered but not arriving. In order to resolve this I complained, in person, at Guest Services and it was quickly resolved, though not on first attempts via app chat link. Complain at the time, not after the event and then moan about it. If you do nothing, they do nothing as they are not aware of it. Complaints are encouraged, they do not like them and do react in trying to give satisfaction. If you do not complain, steps cannot be taken to rectify the issue. We were told by a couple, complaining about slow service in the main dining room, that they had waited 1.5 hours for their main course..why did they not open their mouths and say something? Another comment I read is regarding unidentified or duplicated monies being added to account. This happened to us, but being able to provide dates and times and suggesting how the duplicated error to our account had arisen helped resolve the matter. The monies were reimbursed. The Medallion app provides you with the opportunity to monitor your account during your cruise, so that any discrepancy may be raised with Guest Services. We had a bottle of wine added to our account that we had not ordered and the monies were removed...someone may have possibly received a free bottle of very nice wine, if the orderer could not have been identified. There may be some late accrual of outstanding costs that may not be credited until after the cruise ends. Again, as with anything, things take longer and are more difficult to resolve after the event. The Medallion app has its advantages, but it also has quirks and upgrades that are not necessarily user friendly. We have never encountered unfriendly or rude staff. Service has been favourable and positive overall, but possibly a little slow in some bar area at very busy times. Cabin steward, waiting and bar staff have always been polite and eager to please...which is more than can be said about some passengers at times. Comments have been made about accents and understanding. Staff come from all nationalities and so do passengers; it works both ways. Face to face is always better as it is immediate. You need to be clear in asking for exactly what you require. Chips might mean fries or crisps. Asking for something on the menu as described on the menu, then trying to make a change may mean you get both, rather than a replacement. My friend asked for the set breakfast, with scrambled egg, meaning instead of fried eggs..her breakfast was delivered as described on the menu, with a side dish of scrambled eggs. Another passenger asked at the Salty Dog for just a burger..he actually wanted the Princess burger as described on the menu and without fries. It was an entertaining conversation to listen to. I have seen and experienced passengers being rude or difficult with serving staff, in the main dining area, and also towards staff and fellow passengers in the buffet restaurant. Entertainment is an individual choice..it is provided for all tastes; it is, however, hit and miss at times. Some you will enjoy and others not, some you will join and some you will avoid. I felt it was lacking, or better, in some areas on our last cruise compared to previous cruises. I caught COVID in 2022 and we were very well cared for, albeit with certain restrictions. Negative comments on.. 1. embarcation dock number. Whilst cruise lines may generally use a regular berth, do occasionally change at port. 2. booking a " guaranteed cabin" at a lower price, you have no say on location & same with automatic upgrades. Worth a little extra to choose your own location & opt out of upgrade However, despite taking 4 cruises with Sky Princess, I do feel that there could be improvement which is not necessarily is due to the crew, but more inclined to company measures and policy. Cost cutting measures may not reflect favourably on passenger satisfaction. I will not hesitate in booking again and sail on this ship. Had a great time, each time. Good itineraries.
My family and I took a Princess cruise to Alaska June 1-8 2024. There was a medical emergency on day one, the ship had to turn around and take the ill lady back to where a helicopter could reach for pick up. Due to the 8 hours of lost time the captain decided to skip the first port to stop at (Juneau), good news the lady ended up being OK. We booked an excursion through Princes.com for the stop at Juneau, since we did not stop there the captain announced that we would be refunded for the excursion since we never made it to port. Its been a month of phone calls and emails to try to get the 1200.00 back with NO action from Princess Cruise line. Secondly, since it was our first cruise with Princes, unannounced to us " we were bottom of the list passengers. Even though we paid for the princess plus and other upgrades along with purchasing 2 suites, all we could get in the dining halls were awful tables next to kitchen or serving stations with no view of a window. We were sold the Princess premier package for the included dining in the specialty restaurant's, but then found out that they were totally booked and therefor unavailable, so I then cancelled the Premier upgrade. Third, unlike other cruises we have taken, Princess puts a sales pitch on so many things while aboard, I had to tell the lady in the spa 5 times no thank you in booking a his and hers 50 minute massage for only 600 dollars. Oddly the food on a carnival party cruise was better than what what was offered with Princess. All in all, very disappointed in Princess Cruises.
Customer service is atrocious. I'm considering cancelling my entire reservation
Just one situation adds to our thoughts on Princess cruises. At breakfast we asked for marmalade. The waiter brought a saucer and teaspoon and asked whether we wanted one or 2 teaspoons on our side plate, which he had a problem with it coming off the spoon! How far this cruise line has gone over the years. We have been on several Princess and had another booked, but since cancelled
The cruise was fine however when leaving the ship I had a balance of $1300 in the casino. I went to collect and was told it would be transferred to my account in 5 to 7 days! Absolute joke it took loads of emails after several weeks to find out where the payment was, only to get told a cheque would be sent in 12 weeks!! In other words the pirates keep your money for months earning interest. Funny how you pay them up front and they pay you months later. I will never go on a Princess or Carnival cruise again purely because of this disgusting behaviour.
Amazing cruise, seamless from start to finish. Food was lovely in buffet could always find something, we avoided the busy times , plenty of seat. Shows AMAZING. Have already booked again.
Do not trust Princess Cruises honesty regarding your Pre Cruise Purchases. Princess charges everying per passenger. We booked an excursion at $139.95 per passenger for a total of $279.90 and paid by credit card. Princess own policy stbcipulates that if you cancel then the refund goes to the method of purchase. We canclled within the prescribed time frame however, Princess only refunded our credit card in two payment of $20 and $79.95. for a total of $99.95. How did Princess come up with this FUZZY Math is beyond me. I have contact Princess on numerous occasions to get the remaining $179.95 refunded to my credit card. I have Gotten No where each time. THIS IS THEFT OF MY MONEY BY PRINCESS CRUISES.
My first and last cruise ever! We went to Alaska for 11 days. We chose Princess Cruises because we were told it's a step up from party cruises, more relaxed and nicer. It was NOT. This 11 day nightmare couldn't end soon enough. I'm posting my review everywhere I can because I told them everything and wrote multiple emails and not even one reply back. The weather was terrible which couldn't be helped but we only had 4 destination stops and one got canceled, so we had 8 cruise days of monotony. All excursions were also cancelled, they don't refund your card, wait 3 weeks for a check in the mail. I had to pay interest on these charges. NO FOOD OR DRINK OPTIONS FOR DIABETICS. No sugar free cocktails or sodas or red bull or rockstar or hot chocolate or margaritas OR desserts. NOTHING! The cruise knew my husband is diabetic, I confirmed that there was a refrigerator in the room to keep his medication cold weeks before departure. And I'm sure out of the 3500 people on board there was more than one diabetic! The 8 foot long wood headboard above the bed was being held on by 3 small pieces of velcro tape. 2nd day, while taking a boredom nap, it fell on my head! I called the guest services 18 times because no one would answer. The call just times out after so many rings. So 18 individual calls, all timed out. When they finally answered, they said to just hang it back on the wall. I said no because IT HURTS WHEN IT FALLS ON YOUR HEAD. We argued back and forth. They really wanted to come hang it up. The next day they called me and asked if they could see the spot it came off the wall. Was this going to be a trick? Yes, it was. They showed up with the headboard with more stickers on the back and hung it up. Every morning and night, we had to push it back on the wall because you could hear the velcro detaching. There was not enough seating. At the buffet we would wander around with our food (nothing is served hot, just mildly warm) getting colder and colder looking for a table. If someone got up 5 people would swarm the table trying to get a place to sit. EVERY SINGLE MEALTIME WAS LIKE THIS!! TOOK 30 MINUTES TO GET A TABLE! This was so tiring and we started eating in shifts. We would find a table, then one of us would get up to get a plate and come back so the other person could go get a plate to eat. I got tired of never enjoying meals together. We started just eating hot dogs or pizza at the little kiosks. But pizza and hot dogs got very old meal after meal, day after day. Room service was free but you use an app to do it so you can't add helpful instructions like "IM ALERGIC TO TOMATOES" . The menu was limited to sandwiches and burgers.. all had tomatoes.All the on board activities were lame. There was a knitting group daily, inches of gold which is just some dude selling chains by the inch. Anything fun was so crowded like comedy or trivia, but it only lasts 30 minutes. By the time you find a seat and get a drink, it's over...now what? They also shouldn't start tours so early in the year. The crew said the first couple cruises to Alaska are always bad because of the weather. Why do this to people? I saved a long time to do this "dream cruise" and could have saved my money or enjoyed it more if they wouldn't sell dates the KNOW aren't good!
Fantastic staff in the most part, great food, drinks and entertainment, lovely room, awful ‘balcony’ (looking at sheet steel rather than a glass balcony as per promotional sales videos). When queries with guest services we were told the travel agent should have told us it was a terrible room and we should have paid according (we paid nearly £10k). Refused to move us…..
Grand Princess von Melbourne bis Willis island und zurück, Schiff älter , aber große Kabinen , Laden verschmutzt . Kantinenatmosphäre , Essen ok . ABER : Wir buchten mit Bestätigung und Bezahlung einen Great Barrier Reef Scenic Flight (Airlie Beach ), der uns an demselben Tag in der Früh abgesagt wurde , Grund : Überladung , angereist aus Ö . totale Enttäuschung!!! Kontrollieren Sie unbedingt 3Tage vorher , ob Sie an Bord sind , Sie können dann noch selber organisieren . Auch das Angebot , von Cairns aus zu fliegen , half nichts , weil wir da schon einen anderen Ausflug bezahlt hatten . Auf die Rückbuchung auf das Bordkonto , hätten wir liebend gerne verzichtet , da ich in meinem Alter dort nie wieder hinkommen werde .
Poor from start to finish and an utter scam, ships entertainment is garbage, if listening to the same quiz over and over again is for you then this is the ship to be on. Worst I’ve seen in over 15 cruises. The whole point of this cruise was to go to reki in Iceland but the morning of port we got the captain telling us it was to windy, the funniest thing is my family was on holiday there to and was in port to meet us and go the blue lagoon they said there’s no wind at all so when the winds really bad he puts us through it from Lerwick to Iceland but won’t go in reki when they’re is no wind and make out there is. The fact there casino got hit for 110k by one lucky winner and the ship not being at full capacity prob meant they scammed all the customers for a sea day to claw it back. Utter scum bags this company not a patch on Cunard, royal carribean and I’d even say p&o now, thinking of cruising with this company think again and go elsewhere or butlins there’s better entertainment.
We are currently on the Sky Princess cruising up the Baltic Sea. So mostly it has been very good. As a passenger with disabilities I can’t complain about the assistance I have received from the crew members. So far my only complaint has been with customer services, I phoned to find out which gate the ship leaves from at Southampton and was give the wrong gate by two separate members of staff. It was the staff at Southampton that directed to the correct gate, not Princess staff! The onboard experience has been good, the food has been excellent and so has the service. The entertainment is a little repetitive but ok. I will say if you feel the cold make sure you pack some warm clothing as inside the air conditioning is set to quite cool!
Worst cruise Royal Princess. DISGUSTING FOOD in restaurants and buffet. Room is dated and worn. Bad entertainment. Small & cramp gym. Shower temperature control is broken. AVOID ROYAL Princess Cruises.
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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