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
Firstly, Princess Cruises turned out to be quite unreliable. We had six shore excursions planned, but the most important one — viewing the glaciers and icebergs — was canceled without adequate explanation. Another excursion, originally meant to take us to the city of Victoria, was substituted with a visit to a much smaller, unremarkable location, the name of which we don’t even remember. For these cancellations and itinerary changes, we were given just $200 USD per person as compensation — and even that had to be spent onboard. This felt insufficient and disappointing.
Secondly, getting access to drinking water onboard was surprisingly inconvenient. Guest cabins were located between decks 6 and 14 (we stayed on deck 8), but the only place with self-serve drinking water was on deck 15. Each time we needed water, we had to carry our own thermos all the way up, and elevator wait times could be long. Alternatively, bottled water (800ml) was available at the bar for over $3 USD each, but the bar staff were not always honest. On three occasions when two bottles were purchased, the family was twice charged for three. Refunds were only issued after complaints were made at the front desk.
Realice 3 cruceros con Princess, el primero en 2023, a Islas Britanicas en el Regal, 15 dias. el segundo en 2024, trasatlantico en el Sun Princess 17 dias, el ultimo en junio 2025, fiordos, en el Emerald, 17 dias.
En el ultimo note una baja muy importante en calidad de espectaculos y comida.
Estos 2 itens para los cruceristas son importantes.
Los espectaculos con excepcion de una cantante, creo que se llamaba Lynda Evans, mediocres. Un hipnotizador que se veia claramente el engaño y encima lo repitieron. Un coro y musical de los propios tripulantes, imaginense.
Y otros por el estilo.
La comida. Mucha comida de olla y aspecto regular para abajo, los primeros dias habia salmon, despues lo remplazaron por otros pescados de regular preparacion. Carne poco. Fruta siempre verde. Postres repetitivos.
Un dia nos ofrecian croisants del dia anterior. Y varios dias faltaron.
Entre los puertos, habia 3, de pequeños pueblitos con muy poco interes.
Hubiera sido ideal, sacar por lo menos 2 e incluir 2 dias en Oslo.
He viajado en MSC, Norwegian, Celebrity y pense que en Princess habia encontrado mi naviera Premium.
No es mas una compañia premium.
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The cruise experience itself was actually pretty good. The problem I have with them is a policy issue. My fiancee works for an airline and is able to get travel discounts, which she used to book the cruise. After booking I was looking at the Princess website and realized they offer a military/veterans onboard credit. As a vet I thought this was great. I went through the verification process and waited for my credit to be applied. And waited, and waited. I decided to call customer service to see why the credit hadn't been applied. I was told because my fiancee booked with her discount that I wasn't entitled to the veteran's credit. I'm not sure what one has to do with the other, but I hope Princess addresses this in the future.
We've cruised with Princess to several destinations without incident, including two repositioning cruises form FL to the UK. I've never had a problem with cleanliness of the rooms, food quality or variety, staff or entertainment.
To be very clear -- Princess onboard staff has never been an issue for us; they have uniformly been great. The food was at worse, very good. The Italian specialty restaurant has always been an excellent experience, and the Steak House as well. The Thermal Suite experience has been great (soaking in the large thermal bath and internally heated lounge chairs does wonders for my chronic back pain). My wife has had uniformly great experiences with the hair care services in the Spa, also.
The RFID medallions used by Princess are an excellent experience -- your room unlocks on you approach, they inform the cabin stewards when you are in your cabin or not, so they do not disturb you when your in your cabin. And, it used to charge costs for extra-cost food and drinks. That portion of Princess' push into passenger convenience through applied technology is working well.
The onboard Princess app, however, needs work -- lots of work. It has some good points -- locating other guests in your group, for example -- and offers a unique service: food and drink delivery where you are anywhere on the ship, or schedule food/drink delivery to your cabin before you get there.
The rest of the app is fairly useless and/or undeveloped. Take the Scheduling portion of the app ... please! It is woefully underdeveloped, showing only the ship's daily schedule ... period. This is better served with the traditional daily PRINTED schedule. Have an appointment in the spa, a restaurant reservation, or scheduled activity? Don';t count on that appearing in the Scheduling tab of the Princess app. Neither you nor the venue can post that appointment to the app's schedule. You have to post it to your phone's built-in Calendar app, not the Princess app. Not well thought out, Princess/Carnival.
What I do have a complaint about is the new Princess+ and Princess Premier package pricing. Simply put, if you buy the Princess+ or Princess Premier package, be prepared to have your trip double (or more) in price.
There's no escaping paying for alcohol in either of these packages. We are not big alcohol drinkers, but we do enjoy an occasional glass of wine, a drink and specialty coffees, along with the onboard internet. Try to find pricing for those individual services before you cruise -- not going to happen! Try to find pricing once you board -- difficult, because you have to get past all the reps pushing Princess+/Princess Premier in the central lobby, then find reps for the individual services -- if those individual services reps are available on boarding. And, don't expect the traditional in-cabin series of offers for these services in your cabin upon boarding.
EXAMPLE: We were told the daily price for internet was almost as high (2/3 the cost) as the daily cost of the Princess+ package. Could we verify that? Nope! The internet rep "wasn't available," internet packages are offered only the first day of cruising (after that, there's a daily charge only), and when I asked on Day 2 of a 2-week cruise what the separate internet package was, I was told they could not reveal the price "because that offer has expired."
I despise Carnival's various cruise lines with their money-extracting methods designed to make cruising costly with minor benefits to passengers. Princess, however, was always different -- owned by Carnival but did not engage in deceptive and exploitative practices.
Post-COVID, it appears Carnival management has decided to extend its standard money extraction practices to Princess.
Pity -- I really like cruising with Princess, but when I cruise again, Princess will not be at the top of my list of preferred cruise lines.
Overall PC provides good service BUT... DO NOT use their travel insurance if it is offered by AON. They are a scam company and if you go to Trustpilot and search on "AON Travel Insurance" 92 percent of the reviews are one star. Do not use them.
My 4th cruise but first ( and likely last) with Princess Cruises. From Melbourne to New Zealand and back - 14 nights.
The agency rated the ship 4 star - but it is not - this is a 20 year old ship that needs a make over / upgrade.
Positive things : Stateroom was nice and always good cleaning , staff very friendly ( though my cabin steward was a bit grumpy)
Premium package was great at a good price (AU $ that was a good thing - also in the casino )
Medium : Food was okay but not more than that (desserts were great though) , entertainment were medium , seating around the ship was okay , pools looked allright
Bad : time at stops ( especially in Christchurch - should be 2 days so you could have some long tours to the west to Mt. cook , Franz Josef etc ) , tournaments arranged on board poorly organized , Golf link is a joke .. not maintained - very bad quality
REALLY BAD : that I got diarrhea from hotdogs delivered to my room - isolated more than 24 hrs - Princess so far not taking any responsibility ( it can only be those hotdogs) , no compensation - no investigation … That is so bad .
This cruise had potiental to be really great ..
The cruise itself was fine, it was everything else on board that spoilt it. The shows all but 1 were awful, the duty free prices on board are more expensive than taxed items ashore, even Tesco prices are cheaper. Drinks are expensive too, and the tour prices are such a rip off.
My main grip however is that you have to register a payment card even if you don't buy anything. Our on board spend was enough, so we owed nothing when disembarking the ship, yet 100 dollars was taken out of both our accounts. 3 weeks later this still hasn't been returned. We've phoned & emailed which has resolved nothing.
Customer services is terrible. No one can actually say when it will be credited back. Shame on you princess.
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 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
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.
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 .
Just returned from a 2wk cruise on the Med on Sky Princess. Vigo, Cadiz, Malaga, Ajaccio, Marseille, Gib and Lisbon. Ports good except Marseille which is a big industrial port. Weather was good, warm and sunny, except for Lisbon which was overcast and chilly. Lovely ship and we had a mini-suite which was nice. We are Elite so had the extras, mini-bar, canopes, robes etc. The food in the main dining rooms was disappointing. The cuts of meat were poor quality, in particular the streaks. The Club steak was tough, chewy and grizzly and the New York strip steak was little better. After some time we decided to forgo the main dining rooms and eat in the buffet and International Cafe were standards were good. Although did miss the 'dining' experience. The entertainment was patchy, the production shows were good, although there was only 3. Glad to see they didn't have the daft booking system, like on Iona. The other big bugbear was the one of the TVs in the room, kept going off and on continually, saying it was trying to reboot. This was very annoying when watching films, which we did a lot due to the lack of entertainment. We felt standards have dropped since we last cruised with Princess pre'covid. The staff were all very helpful and pleasant, better than Iona which we cruised in October. All in all enjoyed the cruise, but feel Princess need to up their game, in particular with regard to the food.
Pre booking for the majestic was not what we expected.
Pre booking for the majestic was not easy language barriers, hard to understand. Some were joking and mocking because we couldn’t hear what they were saying most of the time it’s a call centre, where they are taking loudly over each other. It wasn’t personal in any way. Some were very nice and empathetic and mentioned they would pass on our complaints to their supervisors. Onboard staff were well mannered and extremely willing to help. Room service was a mixed bag. Ordering breakfast didn’t mean you’d get what you ordered. When we didn’t receive an order, one instance We rang room service and asked why we didn’t receive or order, through the confusion they doubled up on what we had pre ordered the night before. The guys that take care of room daily used blood stained doonas. Cutlery often not appearing to be clean. The dining was massive and the over all experience like a factory production line. What disgusted me the most was the way the luggage was handled. I thought airports were bad for mishandling luggage. Princess cruises takes it to another level. When I asked the handlers to show more respect towards our belongings they just shrug their shoulders and walked away. That is not what I paid for. We have sailed a number of times with Princess Cruises. That is not the quality they advertise. I’m really don’t believe the excursions were that well organised. We had to wait for nearly an hour and a half after we were dropped off in town waiting for our excursion to commence. The first two were canceled due to bad weather. Our journey to New Zealand was not the dream holiday we had hoped for. We were refunded the money for the canceled excursions.
Ruby Princess February 28 - March 9, 2024.
-Boarding was a chaotic nightmare.
-Very few restrooms and poorly marked and only at the
restrooms. No signs pointing out where.
-Despite large digital displays of the ship with locations
marked it's unclear which way is forward, aft, or mid-
deck. Simple arrows would work.
-The Panama Old City Excursion was a total Shiitt
SHOW. 5 hours on a 40 mile (one way) bus ride without
a bathroom. Approximately 45 minutes off the bus.
-Very few of the on board entertainment events were
worth seeing. They were only 45 minutes long some
shorter and each act was repeated many times
throughout the week. The best of all were a couple of
comedians.
-The workout room is totally outdated. If all you want is
a treadmill ok but the few machines are as old as the
ship. I've seen those machines in garage sales for free,
just plane junk.
- Services were very good, or room Stewart was
excellent.
We are on the Diamond Princess as I write rhis review and I'll start by stating that the crew are magnificent but they are having to deal with a bad hand. The food is cold, Breakfast is slow and toast is soggy, eggs cold and undercooked. Lunch is OK but dinner is slow, poor and cold food served on hot plates.
Very few staff around on port days, no crew to tell you where to get shuttle buses which are way over priced, had to find our own way via taxi. Nobody to advise you what's available at the port or even where to go. Much cheaper finding your own way than doing organised tours.
Entertainment is atrocious. The second night featured a magician that was so cringeworthy a children's party would have complained.
Smoking is allowed in casino. Not acceptable.
Will not be sailing with Princess again unless things are turned around immediately.
We recently took a cruise with Princess that went well, but we still had money owed in our account afterwards. weeks later I received a check for this money, which unfortunately I cannot cash anywhere in the Netherlands. I have now sent Princess customer service an email 4 times but they have not responded to anything. strange when you consider that it is a relatively small amount and we (2 couples) are regular customers. which of course they will now lose.
The Cruise Director and his assistant were presenting false information on "The Wake Show" (untruthful about the time of recording and their own opinions about shows/events that had not happened yet).
Secondly, making repetitive fake 'rrrrrr" sounds is known as stammering, and it usually is not funny to almost 70 million people worldwide who stutter (about 1% of the world's population). This is a speech disorder in which the flow of speech is disrupted by involuntary repetitions and prolongations of sounds, syllables, words, or phrases.
When we were questioning the reasons for such behavior; however, they either did not have the time to address it, laughed it off (Rachel), or approached us with rude, unprofessional staff-to-elderly guest interaction (Armando). Total lack of interpersonal communication skills. At some point in our heated conversation, I felt threatened.
We had indicated the issues to the Hotel General Manager Mr. Antonino R. (with an MD degree indicated on his letterhead which probably is not correct) who promised to address our concern with the Head of the Entertainment staff and wished us to enjoy the Cruise.
We are done with Princess Cruises.
Just got back off 12 day cruise to the Canaries
Good Points:
*Staff were fantastic couldn't do more to help you always polite and caring.
*Decor was good impressive and ship felt well maintained.
*Main Dining food was always good and staff were again fantastic
*World Marketplace always had a wide range of food and even if finding a seat sometimes was difficult again staff great.
*Our Interior cabin was quiet and room staff were fantastic.
*Some entertainment was great
* The Ocean now was good idea when it worked but food and service to cabin was very good.
Not so Good points:
*Princess welched on what they promised changing the packages and what was included after paying in full this is not on.
*Parents balcony cabin on Baja Creaked and creaked loudly and others said same.
*Some entertainment was a bit tacky low quality needed bit more variation.
*Princess Live was too small for a ship this size could never get a seat.
*App was very buggy hit and miss sometimes putting phantom drinks on tab and saying it would charge then not orders disappearing. Staff did best to try and get around its quirks it felt sorry for them.
Overall we enjoyed the ship and our cruise it just was annoying a few easy to fix things hadn't been. Ship could do with more seats in general dotted around there is space. The app needs looking into and more use of venues to spread people across ship would help. One thing that stood out was how great the staff were and very grateful to them for all their hard work and unwavering spirt.
Princess I believe has lost their way and may be out of business in a decade unless they change their target audience approach. We took a Princess cruise back in 2016 and nothing much has changed (except for the excellent new Medallion Class system), especially that the target age group is increasingly more elderly.
The median age on board this cruise must have been 75 with many people well into their 80's and 90's, which is fine if one is in that category, but not so great for younger couples or families. The evening entertainment targets this age group with acts repeating the same material, including Honeymooners, Archie Bunker, Jimmy Durante, Lawrence Welk, James Cagney, ...well you get the picture. Three separate acts during our cruise all did Johnny Carson impressions, which were very good and at least somewhat relevant to me as a 60 year old. However, anyone 5 years younger may not be so enthused. They will need to change their entertainment approach ASAP to attract even a 55 to 65 year old crowd. The entertainment during the day-time was appallingly poor with just trivia games and sales pitches targeting your $. Too much trivia focused on UK & British items. Unlike Princess, everyone is not so enamored with the British Royal Family. Movie under the Stars is a disaster IMO. What was a decent experience in 2016 is now downright poor. Aside from a couple decent football games shown during our 2 week cruise, most of the movies/material was pretty far out of date, way past box office expiration. Also, the movies shown during the day-time interfere with relaxation and activity around the main pool deck.
The Air Conditioning on the ship is spotty and was terrible in our stateroom. We had the air conditioning pegged on the lowest level, and even then, when the sun was on our side of the ship it became pretty uncomfortable. Apparently, based on other reviews this is a known problem for the Sapphire Princess, with cabins on Decks 9 and 11 receiving the most complaints (we were on Deck 9). When we contacted Princess maintenance/guest services, they said nothing was amiss with our A/C, and did not acknowledge they've had numerous complaints. A couple on our floor had to be moved about midway through the cruise.
Specialty dining is almost non-existent on a ship this size. The main dining room food and service was good, although the individual dining rooms were dated and lacked a grand scale feel. The Horizon buffet on the Lido deck had average food quality and quantity of selections. The main problem is that the buffet has very tight quarters and is difficult to maneuver around. I must say that the desserts everywhere on the ship are outstanding. Best cruise line in this class/category for desserts.
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.
