Cruising history - this was our 12th cruise. #5 on Princess, 4 on Carnival, 2 on Disney and 1 on Royal Caribbean.Embarkation was great and really organized. As people are allowed into the terminal, they are grouped and then that group is called to check-in. Waited outside for about 20 minutes - inside about 10 minutes. Arrived at terminal about 11:30am. In our room by 12:30pm. Luggage arrived before 2pm.Cabin steward Romeo was fabulous. He introduced himself after we returned from the buffet lunch. He asked if we had any special requests. We mentioned that we like ice refreshed 2-3 times daily and we'd like 2 Patters delivered daily. After that we hardly saw him but he never failed to meet our expectations. When we did see him, he always addressed us by name and with a big smile! Our cabin was fine. We usually have a mini-suite but decided to go with a balcony. Our only complaint was how small the bathroom was. The choice was ours and we were not surprised. However, next time, back to mini suite.Ship is beautiful and we loved the Piazza. The International Cafe was great. We purchased the "coffee card" because I like fresh brewed coffee. All servers were wonderful. Husband and I decided to get some of the gelato (3 scoops for $1.50) The server pulled out 2 plates and proceeded to give us 4 scoops each and only charged us $1.50 total. Yummy!!! All other products served there were great. Loved the area for people watching and a great place to meet up with friends.Entertainment was OK. Nothing special. The Beatles tribute show was great! I love the movies shown in the Princess Theatre. The theatre really is too small for the shows. Finding 4 seats together was difficult unless you arrived 30 minutes before the show. Same situation applied for "MUTS".Food was good and sometimes excellent. I continue to believe that "Sabatinis" is the best eatery afloat. Love the service and the sampling. We also ate at the "Crown Grill". No real problems but the steaks served in the dining room were equal to those served at the grille, and they didn't cost $25.00 extra.We thought the food in the buffet was good to very good. As mentioned in previous reviews, finding a seat for your party was often difficult.Now for the reason for my title - Great Cruise........but:Customer service seemed to be an issue. On more that one occasion, we felt that the response from staff was lacking. Some examples:1. At the Pub Lunch in the Wheelhouse bar, we asked for iced tea and was told it was not available. We then asked for water. We requested a refill of the water 3 separate times to the same waiter and never received it. The next time we went there for the pub lunch, we brought our own drinks!2. On the day we visited St. Thomas, we were told we could leave on Deck 4 forward. Apparently, they decided to hold a drill for the crew and closed that door. When we went to deck 4 forward, doors were closed and no crew members in site. We waited a few minutes, other passengers arrived, and finally a crew member walked through. He told us we would have to go up to deck 5 midship. As we were leaving the ship, I saw the Shopping Guide person. I told here that passengers were going to deck 4 forward and perhaps they might want to post someone there or at least put up a sign directing people. She stated "That's not my problem - you should tell someone in Security". This response is unacceptable!3. We used Anytime Dining. We have used this before and always been very happy and satisfied. This time, we noticed that the waiters and assistant waiters were efficient but not really friendly. I usually ask the waiter for their recommendation at dinner. One time I was told "Everything is good". I couldn't put my finger on anything specific but I was disappointed. Toward the end of the cruise, we found Enrique and Francis from the Phillipines and didn't want to let them go. They were both friendly and efficient, always smiling and asking how they could best serve us. When I ask for a recommendation, Enrique suggested a complete menu. I couldn't decide so he brought both. At the end of the meal, he brought a plate of petit-fours to the table (one of us had not ordered any dessert). This were very thoughtful and much appreciated.4. One evening we went to the buffet for dinner. We had our first course and went to the buffet for our main course. When we returned to the table, our first course plates had not been removed. No big deal - I just moved them to a nearby empty table. However, this should not be necessary. Apparently, dining supervisors thought so, too. After I moved the plates, we noticed that the dining supervisor was in the area and additional staff appeared to be assigned to the dining area. Princess DOES care about their image!We will go on Princess again. We believe that the service issue was an anomaly on this cruise.