ComplaintsforPrincess Cruises

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Initial Complaint
06/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Website showed 2 fine dining meals per person and per cabin and 2 casual dining meals per person and per cabin for the Princess Plus package. On June 4, I contacted princess directly to discuss the plus package specifics. The information stated above was included and I took notes. I booked 2 cabins with those packages, additional $60 per day per person in the phone after getting everything clarified. When I reviewed the invoice, the details indicate differently. Only 2 casual meals per person per cabin. I have called Princess 3 times and have had no resolution or explanation as to what happened. My understanding is that the phone call was recorded. I want to get this resolved without compromising my booking or enhanced experience. The only thing that I believe must have happened is that the website was changed to get increase bookings. The princess agent and I both read the same information. Seems like you can provide these two cabins the 2 fine dining meals per person per cabin. Our booking numbers are 7WDH9T and 7WDHDR. Thank you. ***********************.
Business response
06/24/2024
A representative from our ************************** will be contacting ***************** directly to further assist.
Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
June 2023 had Alaska ****************************** Due to cancelied United ************** tour, we are owed $649.56. Last Oct 2023 United sent checks of $307.28 x 2 for ************ ************************* back to Princess *********** tour cancelled had credit of $35. I have called many times & last 5 times they said check will be in the mail 3-5 days. It's been a year & still waiting for money from Princess Cruises.
Business response
06/25/2024

June 25, 2024

Better Business Bureau

RE:   Sapphire Princess - H317 - June 21, 2023
         Booking 5J9M7K          *************************

To Whom It May ********************* you for contacting our office regarding *************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.

Please be advised, on May 29, 2024, Mrs. ****** refund of US $681.06 was processed to her credit card ending in 8003. We do not see any additional refunds owed to ***************.

We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.

Sincerely,

***************************
Princess Cruises, Onboard Experience
Customer response
06/25/2024

Complaint: 21883430

I am rejecting this response because:
That was money spent on food, motel & transportation, which I turned in all bills & receipts.United sent 2 checks $307.28 Oct 7 2023 for flight cancellation back to Princess to be forwarded to us. Also owed $35. for cancelled Denali tour because of road destroyed & had to take a lesser tour in lower part of Mts. Have not seen these credits paid back to us & owed $649.56.
Sincerely,

*************************
Business response
06/27/2024

June 27, 2024

Better Business Bureau

RE:   Sapphire Princess - H317 - June 21, 2023
         Booking 5J9M7K          *************************

To Whom It May ********************* you for contacting our office regarding *************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond again.

Mrs. Trices refund that was processed, on May 29, 2024 was the air refund from United and the refund for her canceled land tour. Princess did not process any refunds for Mrs.Trices additional out of pocket expenses. *************** is not owed any additional refunds from Princess.

If *************** would like to file a claim for out of pocket expenses, she must file a claim with AON Affinity. She can initiate a claim a www.aontravelclaim.com.

Until we may be of further service, we send our kind regards.

Sincerely,

***************************
Princess Cruises, Onboard Experience
Initial Complaint
06/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Princess Cruises wrongfully charged me $59.93 on 4/3/24 for services I did not use and were not advertised as a paid class (false advertisement).After calling customer services 5 times and getting the same response "you will see the refund in 3-5 business day" or "***** business days", they told me to open a case online.I opened a case on line on 6/4/24 and was then assigned to a person on 6/6/24 who was supposed to take care of this manner. In the meantime, I also received an email regarding this manner.On 6/6 the person assigned to me, *********************, said he will "talk to the administrator". 6/7: received an email from ***** that the matter has been "escalated" and a refund appears to be already registered in 3-5 business days.6/15: spoke to ***** again, and he haven't heard from his "higher ***** In the meantime, and will escalate the manner and get back to me on 6/18 the latest.6/19: I had to call ***** and he claims he tried to re-escalate it but "they" told him he cannot re-escalate until at least 2 weeks from when he contacted them. He suggest for me to call customer service who I have been dealing with the whole month of May.These are fraud charges and need to be refunded.
Business response
07/01/2024
A check for US $70.80 has been processed. This refund will be mailed to her address on file.
Customer response
07/01/2024

Complaint: 21880276

I am rejecting this response because:
I was emailed on 6/24/24 that a check will be mailed to me and it will take 2-3 weeks?!!! Why does it take that long? And why couldnt they have refund it to me through my credit card?
I am not satisfied until I physically see the check and able to deposit it.
Princess Cruises have been telling me a refund will be processed back to my credit card for the past 2 months and should take 3-5 business days but nothing has been refunded.

Sincerely,

***********************
Business response
07/03/2024
We apologize that **************** remains dissatisfied. However our previous response appropriately addresses her concerns. Her refund of US $70.80 was processed on June 25, 2024. She must remain patient as she waits to receive this check.
Customer response
07/08/2024

Complaint: 21880276

I am rejecting this response because:
First of all it was Princess error to fraudulently charge me classes that were not supposed to be charged with spa services I did not use. I have been requesting since May!!!! And Princess only responded to me as it will be refunded in 3-5 business days since May until I request this case to be escalated.. and Princess is asking ME to remain patient?!?!?
This business process of charging people fraudulently and giving me a run around to get a refund is a SCAM and needs to be further looked into as to how many other people they have conveniently charged for services they didnt use and do not refund their money in a TIMELY MANNER.
I have been VERY patient.
I will never use Princess again and I am spreading the word in social media that Princess is a scam!!!!

Sincerely,

***********************
Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently took cruise 6H2P7L to ******, departing on May 4th. While the overall journey was pleasant, the room maintenance service was extremely unsatisfactory and negatively impacted our trip.The sheets provided each day were consistently dirty, and on some occasions, even had blood stains on them. Additionally, towards the end of our trip, we received a souvenir from the cruise activitiesa towel art piece. I had planned to take it home, but unfortunately, it was taken by the maintenance staff. When we inquired about it, we were informed that it had already been thrown away. We then approached guest services, but they were unable to resolve the issue.Due to these inconveniences and the poor service, I would like to request a refund for all our daily gratuities.
Business response
06/24/2024

June 13, 2024

Better Business Bureau

RE: Crown Princess ***** - May 4, 2024
Booking 6H2P7L Changqing **

To Whom It May ********************* you for contacting our office regarding Mr. ** and his above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.

We were concerned to note Mr. **s comments regarding the cleanliness of his stateroom and the service he received onboard. We respectfully decline Mr. **s request for a refund. As a gesture of goodwill, we would like to extend a future cruise credit valued at US $100 per person. This credit can be applied to any cruise booked by June 30, 2025.

We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards

Sincerely,

***************************
Princess Cruises, Onboard Experience

Customer response
06/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please send the future credit to me.

Sincerely,

************
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 3/24/24, we purchased a future cruise package on board a Princess cruise. We paid $1500.00 down payment and were to pay installments for a total of $7500.00. The company was to contact us when we returned home and provide a user name and password to access information for resorts that were included in this package and explain all the details, but we were never contacted . I found many complaints from consumers of similar problems and I tried to get information of how we were to use this package. I finally called after being locked out of the website and not getting any help and canceled our membership. I was told that they had a 7 day cancelation policy, and not sure if I was going to be able to cancel. The company never contacted me during that time nor was I able to access the website to make a decision in that time frame. We just want to cancel our membership for this package and have our credit card chargers reversed.
Business response
06/24/2024

June 24, 2024

Better Business Bureau

RE: Caribbean Princess B513 - March 23, 2025
Booking 7KMHVT **** and *****************

To Whom It May ********************* you for contacting our office regarding ************ and his above noted booking, which is the subject of your complaint #******.

We have noted Mr. ***** request to cancel his Princess Packages Promotion. Please be advised that, ************ is not able to cancel the package as he applied the future cruise credits he received to a future booking.

Additionally, at the time of purchase it is noted that the credits are non-refundable.

We appreciate the opportunity to address this matter. Until we may be of further service, we send our kind regards.

Sincerely,

***************************
Onboard Experience Lead Agent
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a 7-day Alaskan cruise for 2 adults on 2/29/2024 Booking ID: ****** Total paid for cruise was $2,359.32 Nature of dispute is that due to airport delays/flight issues on June 1st, we missed our cruise boarding. Princess advised us that if we could get to the next cruise **************, ******, we could board our cruise ship there, thereby missing just 2 of the 7 days of cruise. We agreed and bought tickets to ******, had approval from Princess to board the ship on Monday June 3rd in ******, until Princess called us back that day to inform us the ship had to be diverted to a different city due to a medical emergency on the ship, that the ship was no longer coming to ******, and that my husband I were now no longer allowed to board the ship. We essentially were left stranded in ******, and subsequently incurred extra costs in airfare and 3 nights of hotel/motel totaling $2,178.31, in addition to the total loss of cruise fare, with the exception of $663.32 that Princess refunded us for the taxes, *********** expenses.Requesting refund for 5 days (prorated) of cruise $1,211.43 Requesting reimbursement for cost of extra expenses in airfare and motel $2,178.31 I attached letter and all applicable receipts that I sent to Princess Cruises on 6/5/24
Business response
06/10/2024

June 10, 2024

Better Business Bureau

RE:   Discovery Princess - X423 - June 1, 2024
         Booking 6QWV3V        ***********************

To Whom It May ********************* you for contacting our office regarding ************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.

We were sorry to learn of the circumstances that caused ************** to cancel her sailing. ************** is not entitled to any refunds from Princess Cruises. As ************** stated this was caused by an airline delay, we kindly suggest she contact the airline or her independent travel insurance for any refunds or compensation.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Onboard Experience Lead Agent

Customer response
06/12/2024

Complaint: 21819113

I am rejecting this response because:
First of all, we never cancelled our cruise and we never agreed to a cancellation. Secondly, the issue we have with Princess Cruises is not the matter of our missed flight, as I have already stated. Right after we just missed our boarding of the cruise ship in *******, my husband called Princess and asked what our options were. Princess Cruises gave us the option of boarding the ship in ******, ****** contingent upon our ability to get ourselves there before Monday June 3rd. We did that. The only reason we went to ****** was per the advising of Princess Cruises that we would be able to board the ship and have the remaining 5 days of our cruise. Princess did not make good on that, which directly caused us to incur further expense. It seems awfully convenient for Princess Cruises to try and assert the position after-the-fact that we simply missed our flight and our boarding in *******, therefore we forfeit our cruise. BUT, that is not the position they took on June 1st, June 2nd, or even the morning of June 3rd when we spoke with them. THEY suggested we get to ******, they asked for all our flight and hotel info leading up to our boarding that was supposed to take place in ******, they were completely on board with this plan, until they weren't. And this is just unacceptable for them to not be held accountable to their customers in this way.

Sincerely,

***********************
Business response
06/25/2024

June 25, 2024

Better Business Bureau

RE:   Discovery Princess - X423 - June 1, 2024
         Booking 6QWV3V        ***********************

To Whom It May ********************* you for contacting our office regarding ************** and her above noted booking, which is the subject of your complaint # ********. I appreciate the opportunity to respond at this time.

As state in our previous correspondence, ************** is not entitled to any refunds from Princess Cruises. *************** was not able to embark in ****** as we missed the port due to a medical emergency.

As stated in the passage contract, "Carrier may, for any reason, without prior notice, cancel the cruise; deviate from the scheduled ports of call, route and timetable; call or omit to call at any port or place or cancel or modify any activity on or off the vessel; comply with all governmental laws and orders given by governmental authorities; render assistance to preserve life and property; or change the date or time of sailing or arrival,change the port of embarkation or disembarkation, shorten the Cruise or substitute vessels, aircraft or other transportation or lodging. Accordingly,You should not make any important arrangements or meetings based on the scheduled Cruise, which may change without liability to Carrier. Furthermore,the Captain of the vessel as well as the operator of any other means of transportation may, in his/her sole discretion, take any action deemed necessary for the safety, security, comfort, or well-being of any person or to prevent damage to or loss of the vessel. You shall have no claim against Carrier, and Carrier shall not be liable for damages or a refund of the Cruise Fare, any portion thereof, or other payment, compensation or credit of any kind; nor for hotel or meal charges,travel expenses or other loss, delay, inconvenience, disappointment or expense whatsoever, which shall be the Guest's responsibility, whenever the cancellation or change was otherwise beyond Carrier's exclusive control.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Onboard Experience Lead Agent

Customer response
06/27/2024

Complaint: 21819113

I am rejecting this response because:
I understand the terms of this passage contract offer the cruise line flexibility for an array of circumstances, most of which involve scenarios where passengers have already embarked on the trip. I highly doubt cancelling an entire cruise on thousands of passengers without offering any sort of compensation, refund, or future cruise credit would go over too well; Im sure there would be a huge lawsuit in that kind of scenario.

Ours was a unique circumstance that involved us never boarding the ship despite all our efforts and extra expenses incurred, and the main point is that it involved the suggestion INITIATED AND GIVEN BY PRINCESS CRUISES that my husband and I get to ******, ****** to board the ship there. It is because Princess Cruises gave us that advice, which we followed, that there should be some accountability. Just as Princess Cruises had no control over the unplanned medical emergency on the ship, neither did we. But we fulfilled our part of the agreement and arrangements that had been made with Princess Cruises for us to get to ******. Princess Cruises sadly did not, and now is failing to give any sort of compensation for their inability/unwillingness to let us board our cruise.

It is not unreasonable our asking for a prorated refund of the latter 5 days of the cruise that we were supposed to have gotten based on said agreement and arrangements made with Princess, notwithstanding that there were thousands of dollars in extra expenditures we incurred as a direct result.To our dismay, Princess has not so much as even offered a future cruise credit. Your lack of reasonability and basic decency with regard to customer service is appalling, especially for a company as reputed as Princess Cruises. We will be contacting our local news stations, as well as blasting on social media our horrible experience with Princess Cruises, and strongly advise everyone we know to never book with your company.

Sincerely,

***********************
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife an I were on Voyage: A414A with Booking: 6C2X5W, a 14 day cruise to ******. Within 16 hours, the toilet didn't flush, so I called ** and two people come to our cabin to confirm. We went to dinner and came back to a flooded cabin with waste water, when being asked to move from a toxic cabin, the supervisor said "We don't have anything onboard the ship, you will need to disembark at the next port". I went down to ** again to speak to the officers in person, I didn't ask for nor did I want a cabin upgrade, I asked if there was ANY inside cabins, ANYWHERE onboard that we can move to that doesn't have sewage waste in the cabin. That's when two ** ******** ****** *********** looked in the computer and located cabin B212. When we went to look at the cabin, I noticed they nocked on the empty cabin's room door. I questioned them, why would you knock if there's nobody in the cabin, that's when they said, it's policy. Later, once in the cabin, while laying on the bed in my underwear, another officer in the hotel service just walked right into the cabin unannounced. He said, "I need to check if anyone is in the cabin, I was told this cabin was empty". If Princess has the best technology at sea and they know when we're in our cabins, why would an officer on staff just walk right in? I filed a complaint onboard and the ** Manager **** said, it's JUST a Privacy issue, NOT a Security issue, because I trust the staff I hired. If my wife was walking around our cabin naked and a man walks in unannounced, Is that ONLY a Privacy issue or is it a SECURITY issue? We feel violated and unsafe on the Grand Princess, the cabin conditions were not healthy at all. We were threatened to be thrown off the ship at the next port if we didn't agree to stay in the cabin with sewage water on the floor. Our suitcase, shoes and some clothes ruined. I've sent 5 emails, 8 phone calls, been hung up on twice and many hour on the phone and still there's no resolution.
Business response
06/15/2024
June 14, 2024

Better Business Bureau

RE: Grand Princess A414A May 8, 2024
Booking 6C2X5W *********************** and *******************

Complaint Number: ********

To Whom It May ********************* you for contacting our office regarding **************** and his above noted booking, which is the subject of your complaint #********. I appreciate the opportunity to respond at this time.

We apologize to **************** and ************ for the issues they experienced onboard Grand Princess. Our guestshealth and safety is our priority. Princess Cruises has provided **************** and ************* with 100% of their cruise fare as future cruise credits in the amount of USD $1,298.48 per person. Princess is unfortunately unable to offer any further compensation for this matter.

We appreciate the opportunity to address this matter.Until we may be of further service, we send our kind regards.

Sincerely,

*************************
Specialist, Onboard Experience Support
Customer response
06/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked this 7 day Alaskan cruise for my family (20 of us) to celebrate my 75th birthday with ***************************** with Princess Cruises. I began making arrangements back in September 2023 working with Summer. We made the reservations for 8 rooms on September 27, 2023 with the deposit being made on September 28, 2023. We had several adjustments to the room since my four children wanted balcony rooms for themself and their spouse. All the inside cabins are for my grandchildren. All together I have spent over $40,000.00 on this cruise.There were a few requirements that I needed to have accomplished. The first being our party would be together in the same area of the ship since the grandchildren were not staying in the same room as their parents. The second requirement was that we would be seated in the same area in the dining room. I understood that we may have to have several tables to accomplish this request but ****** assured me that would not be a problem and would talk with the service advisor.That was the last I heard from Summer or anyone else at Princess. When I called three weeks ago, I was told ***************************** no longer worked for Princess. I assumed I would have been directed to another advisor to answer my questions. Needless to say, our dining was never done and we do not have access to one of the rooms my four grandchildren are staying in.It is now the 5th of June and I have been calling several times a week to get all of this resolved, and so far, I have not had any of my calls returned nor have these fairly simple requests been rectified. I am very frustrated that no one at Princess has had the courtesy to call or email me any updates. Please, please can someone check into this for me so I can continue getting ready for my trip.********************* ******************************** *******, GA ***** ************ (Home)************ (Cell)
Business response
06/11/2024
A representative from ****** Services will be contacting ***************** directly to resolve this matter.
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Booking Number: BOOKING 7R2MDC I would like to file this letter as an official complaint.We booked a cruise on May 2nd and then received an email informing us that there was a system error, and we were not entitled to the Prestige Casino Cruise. In order to cancel the cruise, we needed to contact CS by Monday May 6th. On May 6th, I contacted CS and was told that there were a lot of people impacted by this error for Voyage 421. I was told that that there was a $100 penalty per person for cancelling the cruise. This seems like a bait and switch because I paid for something in full then a few days later the offer was withdrawn.I informed them that we wanted a full refund. I was told that they were going to withhold a total of $200 but we would be receiving a $400 OBC for another cruise. I just wanted a full refund and no **** I was told this was the only way they were handling the error. We should not be charged a penalty for an error that occurred on Princess behalf. Again, we wanted to go on this cruise but when all the Perks were taken away due to the error, we decided to cancel.As of todays date, 6/3/24, I have received a refund of $802. which is $200 less than I paid. I contacted CS again to let them know I still didnt have the **** I also asked about my FVV for $100.00 that I used as a payment on this cruise and was told this too would go back on my account.In addition to contacting CS I have files a formal complaint in writing to PC but have not heard back from ************************** ************ Thank You ************************* I have reached out to Princess again in writing few weeks ago and there has been no **************************** ************ Thank You *************************
Business response
06/04/2024
As a gesture of goodwill, we have waived the cancellation fees. The refund of US $100 will be processed to the guests' credit card. The remaining $100 was issued back to the future cruise credits used for payment.
Customer response
06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Failure to refund cruise deposit and excursions costs.
Customer response
06/03/2024
Booked a cruise for Sept 2024 to ****** along with a land portion for a total of 13 days - booking number 4C2MHH - booked directly with a Princess Cruise Line representative. Used a Mastercard for the $200 deposit. A few months later Booked excursions for myself totaling $524.65 (Less $100 ******** Credit) so charged $424.65 to same MasterCard as deposit. Also Booked excursions for my wife her total was also $524.65 but no ** board credit so total was $524.65 charged to same MasterCard. Total paid on card ending in x**** was $1149.30. ** April 8 2024 I contact Princes Cruise Lines to cancel this trip due to medical reasons for my brother and his wife who were going on this trip with us. I informed PCL at that time that the MasterCard ending in X**** was no longer valid as our bank switch to a different company. I asked if they could refund our $1149.30 directly to our new card number but they said they could not - they said it would attempt to refund to our old card and when it rejected a check would be issued to us. I waited multiple weeks then contacted PCL again as we had not received our check. They told me they attempted refund with my bank - while I was on chat with them I confirmed with my bank no refund was received and could not be received as the #**** Mastercard was 100% closed. They then told me a check would be issued again. We are now approaching 2 months for us waiting for our refund - check needs to issued immediately for $1149.30 - no other resolution is acceptable.
Business response
06/22/2024
This complaint was addressed via telephone on June 20, 2024. At this time, we consider this time we consider this matter resolved.
Customer response
06/24/2024

Complaint: 21787528

I am rejecting this response because: Matter is not resolved - Yes I was told via phone that a refund WOULD BE issued but since I have been waiting for this refund since April 8th I will not accept the issue is resolved until I have the refund check in my possession.

Sincerely,

*******************
Business response
06/26/2024
This matter has been resolved. The refund check of US $1,149.30 was processed on June 25 and will be mailed to ****************** address on file.
Customer response
06/28/2024

Complaint: 21787528

I am rejecting this response because: checked my mailbox today Friday June 28th and no check - not accepting resolution until check is in my possession. As a side note for the way we have been treated by PCL in regard to this manner we feel additional compensation should be made our we will never book with PCL again. We didn't cause this problem and in fact informed PCL up front of the issue - we have been treated disrespectfully by numerous PCL employees and as it turns out we were in the right the entire time.

Sincerely,

*******************

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