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I had always heard that Princess was a premier cruise line, but what we experienced on our Christmas cruise was nothing short of bottom of the line. We were one of the 113 cabins that had their LUGGAGE DELIVERED TO THE CABIN SOAKING WET! Everything in our luggage was wet or damp and my formal silk dress was ruined! The cabin steward was slow to respond to our calls about the situation and after 3 calls to Passenger Services, he arrived to stand with his mouth open offering no advice or help. No one from passenger service or corporate ever contacted us about making amends! During the trip every call to Passenger Services took at least 6 rings before someone answered if anyone answered at all! Two of the 5 nights we ate in the dining room we had to get up from our table and hunt down our waitstaff as they would disappear during the meal. In addition to these huge problems, there were other small things that made their lack of customer service glaringly obvious: from the port security check to get on the ship took over an hour. The Princess employee checking in passengers was extremely slow and they held everyone up for id photos before boarding, but they only had 2 cameras for over 3000 passengers! The staff at the counter service areas, like the coffee bar, were rude and often would not say one word during serving us. Maybe a "Can I help you?" or a "Thank you"? Nope, just frowning. The food was average, the kids programs were nothing special, the elevators were slow and the pools were small, but I wouldn't have thought twice about things like this if only the customer service was there. It's the main feature I look for in any vacation. Next time I will use my money on a disney cruise where I have always found the employee to be stellar and the service to be top notch.

Princess - a complete letdown!

Crown Princess Cruise Review by kInGA

Trip Details
I had always heard that Princess was a premier cruise line, but what we experienced on our Christmas cruise was nothing short of bottom of the line. We were one of the 113 cabins that had their LUGGAGE DELIVERED TO THE CABIN SOAKING WET! Everything in our luggage was wet or damp and my formal silk dress was ruined! The cabin steward was slow to respond to our calls about the situation and after 3 calls to Passenger Services, he arrived to stand with his mouth open offering no advice or help. No one from passenger service or corporate ever contacted us about making amends!

During the trip every call to Passenger Services took at least 6 rings before someone answered if anyone answered at all! Two of the 5 nights we ate in the dining room we had to get up from our table and hunt down our waitstaff as they would disappear during the meal. In addition to these huge problems, there were other small things that made their lack of customer service glaringly obvious: from the port security check to get on the ship took over an hour. The Princess employee checking in passengers was extremely slow and they held everyone up for id photos before boarding, but they only had 2 cameras for over 3000 passengers! The staff at the counter service areas, like the coffee bar, were rude and often would not say one word during serving us. Maybe a "Can I help you?" or a "Thank you"? Nope, just frowning.

The food was average, the kids programs were nothing special, the elevators were slow and the pools were small, but I wouldn't have thought twice about things like this if only the customer service was there. It's the main feature I look for in any vacation. Next time I will use my money on a disney cruise where I have always found the employee to be stellar and the service to be top notch.
kInGA’s Full Rating Summary
Value For Money
Embarkation
Dining
Public Rooms
Entertainment
Cabin
Fitness & Recreation
Shore Excursions
Rates
Ages 3 to 6
Service
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Cabin Review

Balcony
Cabin BD D229
Nice, large cabin. Balcony without roof so couldn't be used the days it rained. Easy access to an elevator bank.
Aloha Deck Inside Cabins, Balcony Cabins, Suite Cabins