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Travelled from Singapore on Sapphire Princess. First time on Princess, but have made 10 or so cruises on different cruise lines. NIce ship, food excellent, itinerary perfect, entertainment could have been better, but this is not the reason for writing. Booked several excursions with Princess, since we chose the itinerary for the ports of call in Asia, a one off experience. In Shanghai we booked the walking tour with a guide, unfortunately the guide did not speak English, so his whole days explanations and hence the tour was wasted. On return to the ship we complained only to be fobbed off with no replies to our complaint, no return tel calls when promised and a total inability to find our complaint on the computer systems which we were told were operator dependent. Finally after some 5 visits to customer relations we were told that we were offered a 30% discount. I did not accept this and asked for it to be registered on the computer system - it was not. I then wrote to Princess in the UK on return and was fobbed off with the reply of 30% was offered which covered any complaint on the tour. The fact is that Princess never checks the tours before you book them. ALL persons on the tour should have and then perhaps we would have had a decent response. A wonderful cruises spoilt by the refusal of management and staff to accept their failure and do something about it

Fobbed Off All the Time

Sapphire Princess Cruise Review by franknie

2 people found this helpful
Trip Details
  • Sail Date: March 2015
  • Destination: Asia
  • Cabin Type: Balcony
Travelled from Singapore on Sapphire Princess. First time on Princess, but have made 10 or so cruises on different cruise lines.

NIce ship, food excellent, itinerary perfect, entertainment could have been better, but this is not the reason for writing.

Booked several excursions with Princess, since we chose the itinerary for the ports of call in Asia, a one off experience.

In Shanghai we booked the walking tour with a guide, unfortunately the guide did not speak English, so his whole days explanations and hence the tour was wasted.

On return to the ship we complained only to be fobbed off with no replies to our complaint, no return tel calls when promised and a total inability to find our complaint on the computer systems which we were told were operator dependent.

Finally after some 5 visits to customer relations we were told that we were offered a 30% discount. I did not accept this and asked for it to be registered on the computer system - it was not.

I then wrote to Princess in the UK on return and was fobbed off with the reply of 30% was offered which covered any complaint on the tour. The fact is that Princess never checks the tours before you book them. ALL persons on the tour should have and then perhaps we would have had a decent response. A wonderful cruises spoilt by the refusal of management and staff to accept their failure and do something about it
franknie’s Full Rating Summary
Enrichment Activities
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Cabin Review

Balcony
Cabin BB
no problems good
Aloha Deck Inside Cabins, Balcony Cabins, Suite Cabins