• Write a Review
  • Boards
  • Log In
Emerald Princess Cruise Review
4.5 / 5.0
Cruise Critic Editor Rating
1,737 Reviews

In desperate need of guest service training

Emerald Princess Cruise Review by bettystormy

5 people found this helpful
Trip Details
  • Sail Date: Jul 2019
  • Destination: the Mediterranean
  • Cabin Type: Balcony

This was my family's first cruise on Princess and I have to say we are extremely disappointed. We experienced so many issues, the most important being with poor quality of service. Here is some of what we experienced:

- Nights two and three we had horrible (and by horrible I mean nonexistent) service at dinner. Our other tables in our large party were literally finishing their entrees and we had yet to receive our appetizers. I still could not tell you who our assistant server was after our 7 night cruise because he was nowhere to be found. On night three no one came to our table for over a half hour.

- The toilet in one of our rooms clogged like clockwork every night for the first three nights and instead of apologizing and fixing the problem the plumber essentially accused us of putting something other than toilet paper down the toilet (we didn't). When we would try to call the desk to have someone repair it no one would answer the phone, forcing us to walk to the lobby each time. After the third time the toilet broke, we went back to the desk and I could see one of the women at the desk mocking me as I spoke to her colleague. In front of my face. I work in the hospitality industry and can assure you that while direct and frustrated, I was very polite and calm while interacting with him. Completely uncalled for. Finally the next morning the plumber actually disassembled and repaired the toilet instead of the usual quick-fix from the previous nights. It worked fine after this.

- The toilets in the public women's rooms were often filthy and would remain this way for hours.

- The currency machines were out of order 80% of the time. The machines to check your account balance were down the last two nights of the cruise, causing insanely long lines at the front desk. When directed to the desk to exchange money, they acted as though guests were a bother. Every crew member we spoke with at the front desk was incredibly unprofessional and far from friendly.

- In fact, most staff we interacted with on the cruise were unprofessional, unapologetic, and rude, making it very apparent they do not enjoy their jobs and do not wish to be there. After constant issues, sometimes all you want is a seemingly genuine apology, and we never received that. Not once.

- Like I said, the attitude of most staff we encountered was poor to say the least. A couple examples: We watched an employee in the photography studio on the last night of our cruise yell (loudly!) and berate an elderly woman who took a photo of one of her pictures, not realizing this was not allowed. He followed her around the store yelling loudly for everyone to hear, demanding she delete the photo immediately. This was NOT the proper way to handle this situation and everyone around was mortified and embarrassed for her. Another night while shopping in Calypso Cove if you needed assistance from a staff member you would not receive it. Why? The two working were arguing in front of the store.

- Want a drink at night? If you are directed to a bar that is supposed to be open until 11pm, prepare to get there only for them to be completely shut down and unable to pour you a drink by 10:30, a half hour before closing time. This happened twice at Adagio.

- Spa staff was polite and helpful, until there was a concern with one of the treatments. Their demeanor then completely changed and became curt and defensive.

- Disembarkation was chaotic. We did the walk-off option as we had to be off the ship early, and our entire group had to carry our 50+ pound suitcases down over ten flights of stairs because it was impossible to get an elevator. Three of the five elevators were marked 'R' for reserved and the other two were at capacity for over twenty minutes before we opted to take the stairs. Two people in our party who were unable to take the stairs waited over 45 minutes for an elevator. Children, seniors, and everyone in between were lugging their gigantic suitcases down the stairwells.


- Our stateroom, while dated, was always very clean. Our steward Winston was so friendly, always asking about our day with a genuine smile.

- The restaurant 'Share' by Curtis Stone was excellent. We loved our food and entire experience here and agree it was definitely worth the up-charge. We wish we came here more than once

- The Ports of Call were great. We loved each destination. It should be noted that we did not book any of our excursions through the cruiseline, only outside companies.

- Embarkation was smooth, quick, and efficient.

As first-time guests on Princess, we are beyond disappointed. After one day of this, we thought 'maybe this is a one-off.' But the continuous issues and unapologetic staff day in and day out made this vacation far from relaxing. We had high hopes and expectations and this cruise did not live up to them. For all of these reasons I would not recommend Princess cruiseline. I have no experience on their other ships but this one specifically was disappointing. I have sailed with three other cruiselines and have never experienced such poor service. My family spent a ton of money for what should have been the trip of a lifetime and while the ports were fabulous (again, excursions not booked through Princess) our time on the ship was stressful, agitating, and honestly shocking.

bettystormy's Full Rating Summary
Onboard Experience
Enrichment Activities
Value For Money
Public Rooms
Fitness & Recreation
Shore Excursions
Sign Up for Price Drop Alerts
Get tomorrow's price drops
250,000+ people have entered their email
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.

Cabin Review


Cabin was clean, but dated.

Port & Shore Excursion Reviews

Previous ReviewNext Review
1 Reviews Written
5 Helpful Votes
Never Miss a Deal!
Subscribe and Save
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.

More Emerald Princess Reviews

Want to cruise smarter?
Get expert advice, insider tips and more.
By proceeding, you agree to Cruise Critic’s Privacy Policy and Terms of Use.