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Cruises

Princess Cruises

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Complaints

This profile includes complaints for Princess Cruises's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

738 total complaints in the last 3 years.
194 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint Against Princess Cruises I am filing a complaint against Princess Cruises due to their negligence, failure to address multiple service requests, and refusal to take responsibility for the loss of my 13-year-old twins hard-earned money ($440).During our cruise, our cabin safe was not working properly. We requested multiple times for it to be fixed, but it was never repaired. Since we had to leave for dinner before I could report the issue again, I temporarily placed the f**** pack underneath a blanket for security until I could deal with the safe later. When we returned, the f**** pack was gone.I was told our room ******* "inadvertently" took the blanket to the ships laundry, yet after their so-called search, the f**** pack was never found. Also, if this was a mistake, why was she not allowed in our room by herself the remainder of the time?Instead of acknowledging their negligence, they:Falsely claimed I had "wrapped" the f**** pack in the blanket (I did NOTit was placed underneath).Contradicted themselves by insisting the safe had no issues while also admitting they had to replace the battery because it was low. (This took place after our cruise ended.)Refused any compensation, hiding behind policy instead of taking accountability.A f**** pack with $440 does not just vanish. Their failure to ensure the ******* handled guests' belongings responsibly resulted in my childrens money being lost.Despite my attempts to resolve this fairly, Princess Cruises has ignored my concerns and possibly blocked further communication. This is clear negligence, and I request a full refund of the stolen amount.I ask for your agency's help in this matter. They should not be able to dismiss serious issues like this while advertising themselves as a luxury cruise line.Thank you for your time.Sincerely, ******* ******
Business Response
Date: 03/18/2025
As Mrs. ****** was previously advised, this matter will be addressed by our *************************** Mrs. ******** request has been forwarded to them for urgent review. Should she have any additional questions/concerns please contact them directly at ***************************************
Customer Answer
Date: 03/18/2025

Complaint: 23058828

I am rejecting this response because: my complaint has already been handled by the *********************************** The representative has stopped responding to me and I suspect I have either been ignored or blocked. Simply forwarding my complaint back to them does not resolve the issue, as I have already exhausted that avenue without success. I am requesting further escalation to a higher authority within Princess Cruises who can properly address my concerns rather than deflecting them back to an unresponsive department.

Sincerely,

******* ******
Business Response
Date: 03/18/2025
We regret Mrs. ****** remains dissatisfied, however Property Claims is the only department that is able review and resolve this matter.
Customer Answer
Date: 03/19/2025

Complaint: 23058828

I am rejecting this because

I reject this response because I do not accept that the ************************** is the only department capable of reviewing and resolving this matter. I have already attempted to work with them, only to be ignored, and my emails are no longer getting through.
As someone with nine years of experience in the travel industry, I know firsthand that this claim is simply not true. I worked as a reservations consultantnot a manager, not an executiveand even in that position, I was able to resolve issues like this. If I had the ability to get these kinds of problems handled, there is absolutely no reason why Princess Cruises cannot escalate this to someone who will actually take responsibility and do the right thing.
It is baffling that Princess Cruises would rather lose customer trust, damage their reputation, and forfeit potential future revenue over a mere $440 rather than simply making this right. Their refusal to escalate this issue to someone with real decision-making power speaks volumes about their prioritiesand their total disregard for their customers

Sincerely,

******* ******
Business Response
Date: 03/20/2025
We regret Mrs. ****** remains dissatisfied, however we do believe this matter has been properly addressed by our Property Claims Department. ************** was advised, her f**** pack was not recovered. As outlined in the Passage Contract under which Mrs. ****** sailed, cash is specifically excluded from coverage.Unfortunately, we are unable to offer compensation in this instance. We appreciate your understanding.
Initial Complaint
Date:03/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 13, 2024 **** ***** Phone number ************ (not the number on his correspondence) Called us 2:32. Review package and ***. package which we agreed. We again asked if meals at the Princess lodging (land Portion) was included. Approx 4-5 minutes into the conversation- he told us "obviously meals will be takin care of, and I have specified that over in the email (We checked again and never received this email). A few minutes later in the conversation he tells us "I have confirmed that with the supervisor- so it is happening". Also-The last phone message with *** ******************** he confirmed our meals were included. Unfortunately this extension no longer works. The recording can be provided supportive data. I have made multiple attempts to resolve this without any success. ***** **** informs us meals ARE NOT included on 2/11/25. He forwarded our email asking for help to Customer Relations on 2/17/14. 2/24/24 Rubens message is that he had not heard anything . UP to us to contact Customer Relations. ***** is not longer available. His extension no longer works. 3/6th ****** (main number) unable to help only confirms no meals. Her supervisor -RG unable to help. (***********). Sent a lengthy response to customer relations including info from ****** and *****. Followed up with reaching out to Live Chat requesting help ensuring that my email was received to customer relations. NO HELP. Conversation was sent to my email. I left a negative FB response on PRINCESS cruses hoping to get attention- NOTHING. 3/10/24 I left a detailed message with ******* ********* (not sure of spelling). *********************** (******). He had helped me get released from ********** because they were not meeting promises made byToni *****. I have NOT heard back. I called 3/11/24 and was connected with an Africa call center. I called today the phone number for the Corporate offices and Received an agent from **********************. My experiences isthat agents out of ***** nothelpful. Meals-pd
Business Response
Date: 03/13/2025
A represenative from our ************************* will be in contact with Mrs. ******* directly to further assist.
Initial Complaint
Date:03/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sailed on with Princess in Jan 2025 and while playing in the casino, the hosts offered me a $200 spa comp. The next day the spa called to see if I'd like to book a service with that spa credit. I booked and received a massage which they ended up charging to my account and I did not realize it after the cruise. I filled out a form on their website and they at first offered me an on board credit but since I did not know when I will be cruising with them again I requested a refund instead. They asked for proof of the spa comped but I told them it was a hand written card which I did not keep but there must be a record of it since the spa called me to let me know I had the credit from the Casino. After about 2 weeks without any resolution I told them I would accept the on board credit as I did not want to keep waiting for a refund but was told the on board offer was no longer an option. I called customer service and was advised to send another form online which I did and received an auto reply that it was received and to call if I needed assistance. After 3 weeks of not hearing from them I called customer service where a guy tried to help me escalated the issue and was put on hold for 1 hour just to say that department will be closing and I would need to call back. It's been 1.5 months since I've finished cruising and has sent multiple emails and made multiple emails with no resolution.
Business Response
Date: 03/13/2025

March 13, 2025

Better Business Bureau

RE: Sun Princess - U504 - January 18, 2025
Booking 7J2WHL ******* *****

To Whom It May Concern:

Thank you for contacting our office regarding Ms. ***** and her above noted booking, which is the subject of your complaint # ********.

We were concerned to note Ms. ****** comments regarding her spa credit. At this time, we have extended and onboard credit of US $100 per person to each guest on the booking. Princess will not be extending any refunds or any additional compensation in this matter.

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
Customer Answer
Date: 03/14/2025

Complaint: 23031908

I am rejecting this response because: As the spa credit was offered to me and I alone used and paid for this charge, the $200 onboard credit should be offered to me and not divided by the parties in the cabin. My roommate had her own dining offer from the Casino and had no issues with that.

Sincerely,

******* *****
Business Response
Date: 03/19/2025
The onboard credit for Ms. ***** has been updated to US $200.
Customer Answer
Date: 03/21/2025

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
Date:03/06/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was travelling with my sisters on a 7 Nights Princess Cruises voyage when one of them suffered a heart attack on the second day. She received a 2 hour consultation by a shipboard physician. The ship demanded payment of the medical billing for US$8,400 before she would be allowed to be medically evacuated in *************. Effectively she was being held hostage under Distress.Princess Cruises referenced Section 14 of the Passage Contract whereby the cruise ship is absolved of any liability for medical malpractice since it is not a medical provider. They stated that the billing is for medical charges by the Independent doctor for the 2 hours.This is despite the job posting for ship doctors by the cruise parent company which provides for job benefits. This indicates an employer employee company doctor relationship. A copy of the job posting is hereby attached.We take the position that under the provisions of the Passage Contract the reimbursement of direct medical charges should be for the two hour portion of the ship doctor's salary. We requested itemized detailed cost of the billing as well as a copy of the doctor employment contract.Princess Cruises refused for reason of Patient Privacy and that contractual agreements are confidential. We believe that the company wishes to have the best of two conflicting positions. It suits them to have a contractor relationship for medical liability and billing purposes but be an employer to control the work details.We find that this is TOTALLY UNACCEPTABLE in that the company is not transparent in their billing and misstates the obvious employee relationship. We believe the proper direct medical charges to be appropriately $150 per hour for the 2 hours of medical attention totalling CDN$300. However, in view of our preference for a reasonable resolution, we are prepared to offer CDN$1,000.00 to resolve this dispute. We seek reimbursement US$8,400 to a more appropriate CDN$1,000. Details in the *** attachment.
Business Response
Date: 03/07/2025
We do believe the claims advisor properly addressed this claim. Ms. *** needs to file a claim with her travel insurance.
Customer Answer
Date: 03/08/2025

Complaint: 23031487

I am rejecting this response because:
We would respectfully disagree with the Princess Cruises that the matter was properly adjudicated by the Claims Adjuster. The matter did not appropriately address the excessive billing. We respectfully requested Princess Cruises to provide itemized charges incurred on my sisters behalf which the company refused, citing ***************************************** continues with its assertion it incurred artificially inflated business charges by the independent medical practitioner and required reimbursement in accordance with terms of its Passage Contract.
Princess Cruises costs of the medical treatment should have reflected the direct employment relationship with its shipboard doctor. Instead, the Company continues to indicate that the charges were by an independent business.
There is an obvious employer employee relationship as indicated in its job posting which describes the various job benefits.
We respectfully reject the billing which reflects an obvious usurious profit margin for the two hours of medical diagnosis which we contend was not charged by an independent business but by a cruise ship employee.
We strongly believe this is an inadequate and heartless treatment to a Platinum Princess Cruise loyal member.
We look forward to a more appropriate response to our concerns.
We are also making this request on compassionate grounds as this unforeseen expenditure forms part of my sisters CDN $15,000.00 insurance deductible. She is 78 years old with extremely limited resources and this unplanned event has put her under extreme duress and stress. It is also adding to her added risk of severe cardiac event.

Sincerely,

****** Tuan ***** Tan
Business Response
Date: 03/21/2025
Ms. *** can request the breakdown of her medical charges by visting *****************************************************************************************.
We regret Ms. *** remains dissatisfied with our response. However, our responses do address her concerns, we are unable to waive any of the medical fees. Ms. *** must file a claim via her travel insurance.
Customer Answer
Date: 04/01/2025
BBB: RE-OPEN PRINCESS CRUISE DISPUTE 31 MAR 2025

Client travel insurance claim is subject to deductible of $15,000 where Princess medical bill is part of it. As this bill is unforeseen expenditure and this unplanned event has put client who is 78 years old, with extremely limited financial resources, under extreme duress and stress & also adding to her added risk of severe cardiac event. Hence, we are making this request on compassionate grounds and also that I am Platinum Princess cruise loyal member.
Business Response
Date: 04/07/2025

April 7, 2025

Better Business Bureau
RE: Discovery Princess X441 October 4, 2024

****, ******** & **** ***
Booking: 7D7C3L

To Whom It May Concern,

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We were concerned to note Ms. ***** comments regarding their onboard medical charges. We are sorry to learn about your sister's illness onboard and her subsequent medical disembarkation.
As mentioned prior by our *************************** we do believe the claims advisor properly addressed this claim. We regret Ms. *** remains dissatisfied with our response. However, our responses do address her concerns, we are unable to waive any of the medical fees. Ms. *** must file a claim via her independent travel insurance.
As a result, your file has been carefully reviewed by management and based on the information provided, we respectfully decline your request for the medical fees to be waived.

Sincerely,

******* *******.
Onboard Experience Support
Initial Complaint
Date:03/05/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We will never cruise with Princess again. We were not at all impressed with this cruise line. I paid Over ***** dollars for this trip and it was TERRIBLE! The lines were horrid to even get into a restaurant with dinner reservations. Always chaos and dissary. The customer service was awful in several places/areas around the ********* SERVICE took over an hour to an hour and a half to get and some times it said delivered and we never got it! There were no animal towels in the rooms and the minor details were overlooked and ignored. We didn't even get welcomed aboard. The shows were mediocre at best. They recycled the acts. There needs to be more than trivia and comedy shows. The staff in the casino were ultra rude. I asked where I could order a drink, and crew member and he said rudly he was busy with his boss and pointed to a guy who could take our drink order. Was promised 500 on board credit and a free mini suite upgraded for being retired military. I ordered the anniversary package and there was nothing in my room upon arrival. I was told that I would have welcome champagne and other nice things upon arrival. The room was not decorated and it was a HUGE disappointment. When I complained about this, I was told they no longer do this. Once I complained, I was accosted by upper managers, followed and tracked. This ship is so disorganized. My husband and I spent 45 minutes trying to find where to drop of a raffle ticket. We asked 7 crew members. The restaurant staff was. We felt like a burden and not a guest.The spa personnel were super pushy trying to get me to buy massive amounts of extra products it made me uncomfortable. The boarding process was a complete nightmare. This ship is grossly under staffed.bThe common area bathrooms were rarely cleaned properly and 80 percent of the staff treated us like a necessary evil. Trying to get drinks delivered to several areas of the ship never were delivered. The drink package was a ridiculous price.
Business Response
Date: 03/05/2025

March 5, 2025

Better Business Bureau

RE: Discovery Princess - X509 - February 22, 2025
Booking 7M2DVD ***** *******

To Whom It May Concern:

Thank you for contacting our office regarding Mrs. ******** and her above noted booking, which is the subject of your complaint # ********.

We were sorry to learn of Mrs. ******** disappointment with her overall cruise experience. The comments shared are never what we anticipate for our guests. Please be assured all of the feedback *********** has provided has been shared with all the appropriate senior management.

While we do regret Mrs. ******* had an unenjoyable time onboard, we respectfully decline her request for a refund.

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
Customer Answer
Date: 03/12/2025

Complaint: 23022378

I am rejecting this response because:
I was promised a free room upgrade, $500 on board credit and an anniversary package that I never received. I want partial refund of $1700.00

Sincerely,

***** *******
Business Response
Date: 03/14/2025
There is no record of the onboard credit or the complimentary stateroom upgrade. Additionally the anniversary celbration package is a complimentary celebration where the pannels on the ship will flash a "Happy Anniversary" when the guests' medallions are activated. Based on this information, we respectfully decline Mrs. ********* request for a refund.
Customer Answer
Date: 03/14/2025

Complaint: 23022378

I am rejecting this response because: I was. Promised by Ms. ****** ..a room upgrade, 500 on board credit and my room to be decorated, complimentary wine and other items be in my room upon my arrival. I got none of the above. If I don't get a partial refund I will be contacting a lawyer. This was my first time cruising with Princess and it was a complete disgrace, disappointment and let down.
You need to keep your promises.

Sincerely,

***** *******
Initial Complaint
Date:03/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request a partial refund for the Debark Tour: Everglades Airboat *********************** with *********************** Transfer, which I booked with Princess Cruises for myself, my husband, ****** *****, and my son, ******* ***** on February 23. Our cruise booking numbers are (7RXLMG and 7RXLVJ) . The tour was advertised on the Princess Cruises website as an "Airboat Ride" experience followed by an "Alligator Wildlife Show" and then a visit to ****************. We paid $134.95 USD per person (total $404.5 USD).The Alligator Wildlife Show was one of the key reasons we selected this excursion, as it was clearly advertised as part of the tour. However, after completing the airboat ride, we were taken directly to ****************, and the Alligator Wildlife Show was entirely omitted. I immediately asked our tour guide for an explanation, but she declined to provide one.The omission of the Alligator Wildlife Show was a significant disappointment for us, especially since it was the primary reason we booked the tour in the first place. I also contacted Princess Cruises to address this issue, but unfortunately, I received no response.Additionally, our bus was delayed by one hour, and we had to wait another hour after disembarking, which added to our frustration.Due to the false and misleading representations of Princess Cruises' product on their website, which influenced our decision to purchase the tour and which we did not receive as promised, I am requesting a 50% refund for all three of us, totalling $202.40 USD. I believe this is a fair request, given the discrepancy between the tour we paid for and the experience we actually received.Thank you for your attention to this matter. Sincerely,****** *****
Business Response
Date: 03/04/2025
A representative from our ***************************** has attempted to contact Mrs. ***** to resolve this matter. We kindly ask that she return their phone call so she can be advised of the resolution.
Initial Complaint
Date:03/01/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I traveled with my family on the cruise ship Saphire Princess around ************* (booking number 6VGP6W). It was the first time we were on a cruise. At the end of the journey I wanted to check with the customer service desk on board what charges I had accrued. Over PA guests were strongly discouraged from doing that if they had already a credit card on file. Those announcements were made multiple times.On February 24 2025 Princess Cruise issued an Onboard Folio Statement (2748) charging us $17 per day and person crew appreciation. After we came back from ************* I had access to internet services again (I had broken my smart phone on the first day of the journey). This was the first time I learned about this charge. When I contacted customer service via phone and was told that it was too late to adjust crew appreciation and that I would have had to do so on board. I was offered about $200 on-board credit for future cruises instead of the $952 they already charged to my credit card. By that time I had also already voluntarily paid $400 in tips cash to crew members who went above and beyond in their services to my family.Charging a 4 and a 6-years old crew appreciation is especially unjustified. I ended up paying $400 in cash plus $952 in crew appreciation. That's way more than I would have ever agreed to if I'd been informed properly. The contract stated that the crew appreciation is subject to my discretion. I had no idea it had to be adjusted before disembarkation. I don't see why it cannot be adjusted a few days later. Again, I find Princess Cruise refusal to do so unethical.
Business Response
Date: 03/03/2025

March 3, 2025

Better Business Bureau

RE:   Sapphire Princess - H504 - February 7, 2025
         Booking 6VGP6W            ******** ********

To Whom It May Concern:

Thank you for contacting our office regarding the above noted booking, which is the subject of your complaint # ********, registered with the Better Business Bureau.

We were concerned to note Ms. ********* comments regarding her onboard account. The passage contract states, a Crew Appreciation will be automatically added to Your onboard account for Your convenience, to recognize the efforts of a wide variety of crew members in various departments who interact directly with Guests and/or behind the scenes throughout every cruise. The amount of the Crew Appreciation is based on Your stateroom category. The Crew Appreciation is subject to adjustment at Your discretion, as detailed in the Crew Appreciation Policy. Based on this information, we respectfully decline Ms. ********* request for a refund.
***********************************************************************

Thank you for the opportunity to address this matter. Until we may be of further assistance, you have our kind regards.

Sincerely,

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

Customer Answer
Date: 03/03/2025

Complaint: 23006934

Dear BBB,

I dont have any new evidence to substantiate my claim. My argument is based on common sense.

As described before, I was not aware that the crew appreciation would be so high or that I would lose my right to adjust it once I disembark. I dont see a business need for such a regulation. It is arbitrary and not in the interest of consumers. Yes, financial matters need to be settled eventually, so companies know what revenue they can calculate with, but whether crew appreciation is settled the day of disembarkation or a couple of days later as in my case should not make any practical difference.

I was hoping for common sense discretion when I called customer service to ask for a refund. Instead, I was offered $200 on-board credit on my next cruise to be used within a year. I did not ask for a marketing tool to get me back on board I asked for a refund of a payment I did not know was coming most certainly not in this amount.

To me it seems like the contract details are opaque on purpose like privacy agreements on social media nobody reads before agreeing to them. In combination with the PA announcements on the last day discouraging travelers to investigate the stateroom charges, it creates golden opportunities for Princess Cruises to charge outlandishly high tips. Does Princess really think a 3-year old or a 6-year old should be asked for a $476 tip (their half of $952)?

After paying $10,000 to Princess Cruises already for the cruise and for excursions, I would think that they would have the courtesy to waive a $952 tip if I ask them for it especially since I already tipped $400 anyway. To insist on this payment shows to me that the whole setup is meant to trap consumers.

With kind regards towards BBB

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

Business Response
Date: 03/11/2025
We regret to learn Mr. ******** remains dissatisfied, however we do believe our previous response appropriately addressed this matter. At this time, Princess declines Mr. ********** request for a refund.
Customer Answer
Date: 03/12/2025

Complaint: 23006934

I still find it unreasonable for Princess Cruises to tell guests not to come to the help desk before disembarkation but then insist that an adjustment of tips would have to be made before disembarkation and not not a couple of days later. To me that smells of a deliberate attempt to lure new guests into a financial trap. We are talking about $952 tips. How Princess Cruises sees itself unable to show leniency in this case is beyond my understanding.

Sincerely,

******** ********
Business Response
Date: 03/17/2025
Mr. ********* file has been reviewed, we do believe our intial response addresses this matter. Princess respectfully declines Mr. ********* request for a refund.
Guests are able to view their shipboard account in the Princess App throught the sailing. All guests are also able to request a copy of their shipboard account at anytime throughout the sailing.
Customer Answer
Date: 03/19/2025

Complaint: 23006934

This dispute is about a voluntary charge called Crew Appreciation which is basically a tip. It can be reduced to zero if a passenger wishes to do so. My wife and I were not aware of the charge, did not know how much it would be, and certainly did not expect that our two toddlers would be charged as well or that it would amount to $952. Instead we gave tips in cash to crew members who we thought deserved it.  When we noticed the charges on our credit card bill, we immediately contacted Princess Cruises and asked for a refund. I learned that Crew Appreciation had to be adjusted before disembarkation and that it was too late now. I mentioned that on the last day of our cruise PA strongly discouraged passengers to come to the Customer Desk all to no effect. I cant imagine any practical reason why Crew Appreciation cannot be disputed after disembarkation and how a couple of days would make any difference. Its not like the Crew Appreciation is paid to crew members immediately. It will fund bonuses much later on. Tips should be a sign of appreciation and voluntary. Princess Cruises insisting on charging tip when we explicitly told them that it was not our intention to do so is beyond my comprehension. Unless, of course, this is a fraudulent scheme to make money off of **** and uninformed passengers.

PS: The response that passengers can review their bill during the cruise is cute. I mentioned several times that we were not aware of this charge and thus had no reason to review our bill. I don't even know when it was added and how much time we would have had to dispute it before we left the ship. I suspect it would not have been long.

Business Response
Date: 03/31/2025
Princess has appropriately address Mr. ********* concerns via telephone and this channel. While regret Mr. ******* remains dissatisfied, this matter is closed.
Customer Answer
Date: 04/01/2025

Complaint: 23006934

I am rejecting this response because:

I can't see how Princess Cruises believes to have handled my request sufficiently. With its handling of my request Princess Cruises confirms my suspicion that guests are deliberately trapped into involuntarily paying ludicrously high tips.

******** ********
Initial Complaint
Date:02/28/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During this cruise I experienced broken electrical outlets, clogged plumbing, inadequate customer service, and subpar accommodation. I have spoken with onboard customer service regarding these issues with no who proposed resolution.
Business Response
Date: 03/03/2025
This matter was appropiately addressed on BBB compliant #********.
Customer Answer
Date: 03/03/2025

Complaint: 23005254

This is a different complaint that has no bearing on the other complaint that was made. the other complaint had to do with misleading sales tactics by Princess, while this Is in regard to yhe low quality Amenities And stateroom Which were purchased
Business Response
Date: 03/12/2025
All of Mr. ******* concerns have been addressed by our ************** team. Mr. ***** was compensated for his previous experience and Princess will not be issuing any additional compensation.
Customer Answer
Date: 03/14/2025
My concerns for these matters were not addressed by guest services. I was told by guest services I would have to formally reach out to princess on land after I disembarked, which is what I am doing now. If princess decline's further compensation I will proceed with credit card disputes and other means
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/12/2024, I pre-booked a dining reservation for $225.00 with Princess Cruises. $225 was charged to my ************************ card. On 12/23/2024 onboard the cruise, I cancelled the reservation before the 24 hour cancellation policy to get a full refund. After the cruise, when I received my folio billing summary, it showed the $225.00 is paid for and balanced out, but NO CREDIT of $225.00. I emailed and called Princess Cruises from 1/10/2025 to 2/6/2025. They stated it was determined that there arent any funds owed or due to you, as you were credited for the $225 on board as a credit. This is not true because I did not receive any credit nor the food service. Next, I issued a dispute with ***** credit card. On 2/26/2025, ***** responded that the charge was valid because you either received the services or the merchant made them available for your use. They can't confirm you're due a credit because the services you purchased were received or available to use. Again, this is not true as I did not receive credit or refund, so I paid $225 for nothing...I am requesting refund of $225.
Business Response
Date: 03/13/2025
We were concerned to note Mr. ******** comments regarding his onboard account. At this time we have processed a refund of US $225. This refund will be issued to the card Mr. ****** used to settle his onboard account. PLease all ***** business days for the credit to show on Mr. ******** credit card statement.
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A cruise was booked with Princess through a travel company. Because we did not want suites smaller than a mini suite, the two reservations linked as travelling together but were booked as "guaranteed". Not being in the cruise industry I did not understand that Princess would assign the cabins and could assign them anywhere. So our two mini suites were booked on different decks and and opposite ends of the ship.I contacted Princess and was quickly told to call the travel company. The travel company said there was nothing that could be done since the cruise was booked and to go further I needed to contact Princess. I called Princess and was told that was nothing they could do to help and if something were to open up it would be up to me to constantly monitor their website to see if there were a cancellation since they do not have a waiting list.First, it appears that once they have your money Princess has no interest in helping.And, avoid the term guaranteed. It will just create a nightmare.
Business Response
Date: 02/28/2025
A representative from ************** will be in contact with Mr. ****** directly to resolve this matter.
Customer Answer
Date: 03/01/2025

Complaint: 22999197

I am rejecting this response because: I have still not heard from anyone from Princess Cruise Lines. They can contact me at ************.

Sincerely,

*** ******
Business Response
Date: 03/05/2025
Our ************** represenative spoke with Mr. ****** on Saturday, March 1, 2025. We will make an additional follow up call to Mr. ****** to ensure this matter is closed.
Customer Answer
Date: 03/09/2025

Complaint: ********

On March 1st I did hear from a man from guest services. He was sympathetic to the situation and found that there were two mini suites that were together but were being held in inventory. He sent a request to have our suites switched with them. Since the 1st was on a Saturday, he said he would follow up on Monday afternoon.I heard back at the end of the week that the request was denied for no reason.
During the process of trying to resolve this ridiculous suite assignment I have discovered that the associates at Princess Cruise Lines only communicate via email. This cold,unemotional, and inflexible communications is what I found after I requested how I could contact a supervisor directly and was told the company policy was for guests to call the main number and request the supervisor on duty.
In addition to the inflexible lack of communication within the company I also discovered that the web site was atrocious. It provided no usable information about suite availability and was even worse when attempting to schedule shore excursions.
I reiterate that Princess chose to assign the suites of parties travelling together at opposite ends of the ship and could care less about assisting with correcting a suite assignment that could have a negative impact on this cruising experience. They seem to be more concerned about filling the ship, even at the detriment of the guests.
Therefore, I do not accept that this complaint (********) is closed and reject their response to close it.

Sincerely,

*** ******
Business Response
Date: 03/11/2025
We regret that Mr. ****** remains dissatisfied, however our ************** representaives did properly address his concerns. When guests book a guarentee stateroom, they agree to the terms and conditions and understand their stateroom can be anywhere on the ship wthin the category they chose.
Customer Answer
Date: 03/13/2025

Complaint: 22999197

I am rejecting this response because:
Although they regretassigning our two staterooms at opposite ends of the ship they chose to ignore the fact that we are travelling together. And to reiterate one more time we are not cruise ship employees and were told that our rooms would be close together. Princess employees continue to draw their terms and conditions like a gun without consideration or flexibility.
As you can see the people that are responding cant even take the time to spell check their responses let alone offer any resolution or consideration. They obviously just want me to go away without showing any remorse for the shocking poor service they provide.
It is paramount to remember that when a customer has a positive experience, they may tell a few others. More importantly, when there is a negative experience, the customer will likely tell tenfold the number of others to guide them away from having the same experience. There are just too many other cruise lines to choose from.
Therefore, it is my intension to reject their responses and keep this complaint open in perpetuity so that other potential guests will be able to get a true understanding of what treatment they can expect from Princess Cruise Lines.

Sincerely,

*** ******
Business Response
Date: 03/13/2025
We have properly addressed Mr. ******* complaint via telephone call and through this channel. We do consider this a closed matter at the time.

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