My family has been using Princess over two decades and have seen the quality go up and down..... and now it is definitely on the way down again. Let me explain:
We, In the last year, took two Emerald Princess voyages (1) Southampton to Sydney and (2) Sydney to Los Angeles; we experienced sarcasm from the Passenger Service Manager, non responsive reply from other officers about issues during the cruise, and continual push backs on the ability to get our voice heard. The reception desk make it difficult to get any correspondence to the officers, and the officers are NOT available to the passengers. Many issues went unresolved due to non replies. The other issue(s) is the reception desk doesn't speak good English, and is hard to understand, and you have to explain it several times in order to get your ideas across.
The dining room food is second class. Food is served cold, portions are reduced, and the menu selection has shrunken. No longer does the "Always Available" selection include steak, hamburger has been the substituted. The Chicken is butterflied, but my credit card is thicker, and the plastic has more taste. The only crab served is at the Crab Shack, and the price has gone from $20 to $30 per person.... and the crab is soft and chewy. I complained, as I had to open the legs(shells) with a scissors, - they would not crack ! I I called on the Manager, but he did nothing. Not even a refund.
Response from TaylorW, Social Team, Princess Cruises