We choose this trip because it was going to our favorite stops with Curacao and Grenada being the top of our list. Several weeks prior to our trip we were notified that Grenada had been deleted from our travels due to engine mechanical problems. When we tried to call Princess (twice) to inquire why Grenada was deleted we gave up waiting to talk to someone after waiting for over an hour the first time. The second time we called was just shy of an hour wait to talk to a human. The representative told us the ship was running at half speed and could not make all the stops advertised and that we could not get a refund because their contract states they can change the itinerary any time they want.Frustrated at the length of time to talk with a customer service representative we did a test - We called back to Princess main number where you choose to book a new cruise or if you already have a reservation to talk to someone and we chose the "Book a Cruise" option this time and were greeted by a life person within 2 minutes.This person told us they only handle new bookings and transferred us to the "Already Booked" option and that is when we waited for almost an hour. This tells us that Princess has plenty of help to book your trip and take your money however after you have booked you don't matter.
Once we were on the trip we talked to several other guests that had been on this ship last spring and they stated that this same ship was having the same problems last spring. My question to Princess is: Why do you continue to operate a ship that isn't running properly and why are you advertising a trip you know you can't provide the customer? This not only caused us to not get to see all the islands we wanted to see but our scheduled stops were cut short due to late arrivals and early departures. Guest that had paid for shore excursions were told that they could not get refunds because the ship was late which is not right if it is due to your failure to repair your ships in a timely manner.
On our second day of our cruise we found a bedbug on our bed. We were impressed that the room steward immediately changed the linen and reported this problem to his supervisior. His supervisor told us a team would fully inspect the room the next day. Close to 11PM after we had already gone to bed we were called and offered a room (for the night) until the team could inspect the room completely. We turned down the offer since we had already gone to bed and it sounded like it would only be for one night. If the room had been offered right away hours earlier when we first reported the incident we would have taken them up on the offer. What I did ask for at that time was a letter acknowledging that this incident with the bedbug had happened to protect us incase we took home some of their shipmates (bedbugs) and had to treat our home to get rid of them. After several days had gone by and we had not received a letter we asked to talk to the hotel manager. We then found a canned (white washed ) letter stating that Princess was sorry for the problem we experienced in our stateroom. It also stated that we could pursue the matter further after we left the ship by contacting Princess customer service shoreside. Not once did the letter mention that a bedbug was found in our room! We still insisted on meeting with the hotel manager which we got later on a sea day. We didn't get any more information from him, than the letter offered, other than he assured us that customer service would take care of us should we have a problem.