Coral Princess Review

Very poor on-board Customer Service Policies

Review for the Panama Canal & Central America Cruise on Coral Princess
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10+ Cruises • Age 70s

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Sail Date: Jan 2015

We boarded in Fort Lauderdale and had brand new suitcases with us as our previous ones had been damaged on another cruise out of Miami and had to be replaced. When our luggage was delivered to our cabin we were very disappointed to discover one of our brand new suitcases had been damaged between the dockside and delivery to the cabin, to do that much damage it must have been dropped from a considerable height onto a hard surface. We immediately telephoned passenger services and asked if someone could come up to our cabin to inspect the damage, we were informed that we had to take the suitcase down to Reception, so we unpacked it and took it down to them. We had to fill in a damage form and were informed that the upholster would be looking at it to see if he could repair it. When we returned to our cabin the next afternoon the suitcase was in our cabin with a note taped to it with just one word 'Done'. The repair was not acceptable, bashing the damage out was a reprehensible repair, the suitcase has been permanently weakened and liable to collapse under pressure, so we returned to Passenger Services with the suitcase and were told the 'director' would have to look at the suitcase and we will now have to fill in a claim form, this we did (it appears that the first form was only to report the damage). The next day the suitcase was delivered back to our cabin but with no explanation as to the status of our claim, so yet again it was back to Passenger Services. We were informed that the 'director' had not yet signed our claim form. One and a half days later we received a phone call from Passenger Services, there was a letter down at their desk for us; obviously it was too much to expect the so called 'Passenger Services' to actually deliver the letter to our cabin. So yet again we went down to Passenger Services, we were told that we would have to make a claim through Princess's USA head office or their Southampton office, we were given a photocopy of our claim form (now signed by the director) and a sheet of instructions on how to make a claim at their head office. So when we returned to the UK, we immediately sent off our letter, claim form, photograph of the damage and proof of purchase. A couple of weeks later we received a reply from the Southampton office, which stated that a cheque had been authorised, ten days or so later we received the cheque. We were disgusted by the amount of time we had to waste on what was a simple matter, to us it seemed that Princess was trying to make the claim process longwinded and protracted so passengers would give up before they completed their claim!!! Ours was not the only damage claim on this cruise, whist at reception we noticed other claim/damage forms in the folder on the desk.

Bordeaux Dining Room

Overall we thought the food was very good, but on occasion there were a few minor issues such as missing salt and pepper pots, a table reset with a used side plate, missing cutlery, food delivered to the wrong table, sometimes the meals seemed a little rushed, on the upside there was never much of a wait for a table.

Cabin Review

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