Star Princess Review

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Lost suitcases in water at San Francisco Pier 27

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pchu
First Time Cruiser • Age 70s

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Sail Date: Dec 2014
Cabin: Balcony

This Holiday cruise was a nightmare from the start. We were looking forward to this cruise for months and was completely ruined the very first night. The cruise was delayed for 5 hours due to luggage dropped into the water. Two suitcases went into the water but only one was retrieved. Princess Customer Services did not acknowledge nor notify any passenger of the incident who filed missing suitcases until repeatedly passengers including myself demanded to get answers. No assistance or support was provided during the entire trip. Worst of all, Princess never admitted the incident in writing nor took responsibility of the unfortunate incident. It took 5 days at sea before CS staff provided me with a loss/damage form to fill. CS management and staff indicated all claimed would be handled and processed at the HQ after the cruise. They offered me $350 on board credit after I rejected their offer of wine and dinner. My real issue was we have only minimal clothing for the entire cruise. All formal wear was in the water. It took over 36 hours to get the laundry washed and dried in the other retrieved suitcase. Contacted Princess after the cruise and was offered $1000 of "goodwill" for the ruin vacation that costs me over $10k. Christmas, New Year and our Anniversary celebrations were non-existence due to poor treatment and support from CS staff on board.

The princess phrase "Come Back New" should change to "Come back Stressed". The "Come Back New" for me is - cancelling all my future cruises with Princess. The incident gave me the opportunity to reflect on my experiences and value of cruising with Princess. Come to think about it, the overall services dropped over the past 12 years, the food is getting to be at par with NCL, entertainment and activities boring and were almost identical from previous years. The incident and the poor treatment by Princess woke me up that it is time to look at other cruise lines in the market.....glad we just booked one with Celebrity to Asia. I am taking my business somewhere else.

For those who embark and disembark in San Francisco, I advise you to carry your suitcases on and off. We carried ours off because I do not want them to cause me miss my flight. Worst of all Princess DO NOT take accountability nor responsibility to compensate you for the mistakes they made.

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Balcony

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