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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

727 total complaints in the last 3 years.
181 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:07/28/2025
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.
Date Paid 1/9/25 $702.00 5 day hotel stay in *************** misrepresented No response/12/16/24 on Board Princes purchased an Ultimate FutureCruise. for $15,000 Includes Premium Land Stays. Amsterdam arrived 6/4/25 was sent to a different location since the original was full. In front of the door leading to 3 flights up a dark narrow hall was a drunken street person and another half dressed street man blocking our entrance.The rooms not close to the ad pictures and the window opened to a brick ********* was so small if our luggage was in it we would not be able to walk around the bed.The front desk would not refund and did not have a room in the original location.Our calls to Princess Promotions:6/27/25 ***** (Supervisor)expressed very acconnodationg and eager to resolve or problem.We sent copies of all. Each call we ask for a supervisor They tell us none available or The sup will get back to us and no one does. 7/8 ******,7/9 K'***,7/9 K'*** said ***** would call us by monday we waited 7/17 Rufa, 7/17 Aljes,7/28 Rufa There's a lot more to this but I don't have room to put it all down.
Business Response
Date: 07/29/2025
July 29, 2025

Better Business Bureau
RE: Majestic Princess 8440 November 21, 2024
***** ******
Booking: 7X5VXW

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 are sorry to hear of the poor experience you encountered while utilizing the Premium Land Stays available under the Princess Promotions package that you purchased aboard Majestic Princess in Nov. 2024. Based on the information provided, I can confirm as this matter falls under Princess Promotions this will need to be handled/reviewed by that team. I have forwarded your matter to management and requested an urgent review.

We will have a team member reach out to you within the next 3-5 business days to assist in reaching a resolution.

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/31/2025

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.
we have come to an agreeable resolution

Sincerely,

***** ******
Initial Complaint
Date:07/21/2025
Type:Sales and Advertising 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 sailed on the Royal Princess departing on Saturday June 28th, 2025 for 7 days throughout ******. After disembarking, we noticed a charge on our account for $157.54 from ******* ************************* We bought princess premier package which comes with free casual dining, free drinks, and paid gratuities/service charges. This casual dining restaurant on royal princess ended up charging us ****** for food and ***** for service charges. Talking to Royal Princess they will not work on trying to refund this. Working with the Bank, the bank says that Princess can charge for any service or merchandise received despite it being done in error. There should've been no charge for this dining experience. I spent over $6000 for this vacation and being charge in error $154 just seems like Princess is trying to claim additional money knowing they can get away with it. I have gone on numerous cruises with Royal Carribean and Carnival and never had any issues, thought princess was supposed to be a better cruiseline but because of $154, I'll never cruise with Princess Again. If I cant get resolution on this, will look into taking Princess to small claims court.
Business Response
Date: 07/22/2025
July 22, 2025

Better Business Bureau
RE: Royal Princess 1520 June 28, 2025

**** & ****** *******
Booking: 8H9GXH

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 are sorry to hear about your FOLIO dispute due to an incorrect charge aboard your recent Royal Princess cruise to ******. On behalf of our executive leadership team I sincerely apologize for the poor experience you've encountered since returning home from your cruise. We do take your feedback very seriously of which will be handled internally. I can assure you this has been escalated accordingly to our shipboard team for urgent review/handling. However, if you have initiated a dispute with your financial institution we kindly request you to cancel the dispute so we can assist you further.

Based on this information provided, I can confirm an Onboard Experience Support Specialist has been in contact with you and will continue to work with you to reach a satisfactory resolution.
Thank you for sailing with Princess Cruises!
Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/22/2025

Complaint: 23631838

I am rejecting this response because:
I will take action to close any active dispute with credit card agency. Waiting to hear on the justification of expense at the on-board casual dining that should've been included in trip and was not conveyed of being charged for. Once we reach a settlement on this item, then I'll be willing to close the BBB complaint. Until further conversations occur working with the *** on this case, I'll be leaving this complaint open.

I have been reached out to by **** *. and look forward to hearing what information he can bring.

Sincerely,

**** *******
Business Response
Date: 07/24/2025
July 24, 2025

Better Business Bureau
RE: Royal Princess 1520 June 28, 2025

**** *******
Booking: 8H9GXH

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 are sorry to hear that you reject our response to your FOLIO dispute from your Royal Princess cruise to ******. As Onboard Experience Support Specialist **** advised (23-JUL2025) we have recieved confirmation from the ship that the two charges totaling $157.54 are valid and not included with the Princess Premier package. We can confirm that (4-JUL2025) you made two alcohol purchases in the form of a full bottle which is not included in the package. As show on ************************** which all guests agree to at the time of booking and listed in the passage contract it outlines what is included in both the Princess Plus & Premier packages. Please refer to the below link for further information. ***************************************************************************************************************************

Based on this information provided, I can confirm there will not be any further review or refund on this matter.

While we cannot be of any further assistance, I send my kind regards.

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/29/2025

Complaint: 23631838

I am rejecting this response because:
Anyone can see that this was an error on the folio. Yes it says 2 bottles were purchased on the folio but anyone with common sense can see that this was an employee error of hitting bottle instead of glass. Why would we order 2 bottles of champagne then turn around and order 2 glasses of wine a few minutes later? You can clearly see on the folio that ~150 drinks were ordered all purposefully staying under the $20 limit and all purposefully glasses and not bottles. Why would some time on last day of trip would we order a bottle over lunch when we could've just gotten 5 glasses?

Why will Princess not even fathom that this was an employee error? Are you really that far against your customer that you cant admit your wrong on some occasions? This is completely unacceptable. Planning to lose a customer who ******************** on the norm over $150 of revenue. If you cant find that y'all made a simple human factors error then I'll never be returning to princess again and will advise all people who ask to stay away from princess with their life.

I expect Princess to acknowledge their actions and errors and own up to it, its the right thing to do. Just cause you can get away with it doesn't mean you should. Have some ethics in your business.

Sincerely,

**** *******
Initial Complaint
Date:07/15/2025
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.
After accidentally giving my Princess Cruise Booking Number, name and birth date to a scammer dupe on ******, I contacted Princess to help me secure my personal information. They have no way of changing/securing my account or changing the booking number. This portal includes photos of my ALL information within my familys passports (including children), visible answers to secret security questions (mothers maiden name), names and numbers of emergency contacts, dates/locations of travel and my home address, and the ability to change aspects of our trip against our will. After speaking to 3 people at Princess, I was told they could do nothing and send customer support an email, which I did. Meanwhile criminals have full access to my familys vacation plans and I can do nothing about it.
Business Response
Date: 07/16/2025
July 16, 2025

Better Business Bureau
RE: Caribbean Princess B530 July 23, 2025

***** ****
Booking: 7Q9DHW / 7Q9MCL / 7Q9D8Q / 7Q9D9V

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 are sorry to hear that you accidently provided your booking information to a potential scammer for your upcoming Alaska cruise aboard Caribbean Princess in July. Please know we take this feedback very seriously to ensure all our guests booking information is safe & secure.

Based on this information provided, I have notified our *********** immediately of which we will have a team member reach out to you within the next 2-3 business days to further assist with rebooking your cruise under a new booking #.

Sincerely,

******* *******
Onboard Experience Support
Initial Complaint
Date:07/14/2025
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 booked a cruise to ****** on the Ruby Princess on July 20. One month before the cruise, I checked in and uploaded all the required documents. After completion, it showed "all set! you're ready to sail". When there were 6 days left, I received an email from the company "Important Information for Your Upcoming Cruise Vacation Ruby Princess Vacation **DNR**, which required me to apply for a ************** otherwise they would refuse to board the ship. I had to go through the link given in the email, and it was impossible to complete the **** application within 6 days. I contacted Princess Cruises, and they asked me to contact CIBT****s. The information I got was that it was impossible to complete the Canadian **** in 6 days. Because the Princess Cruises app check-in misled me to upload all the required documents, and the email sent to request a **** was impossible to complete, I was unable to board the ship this time. This was all the fault of Princess Cruises. I hope Princess Cruises will refund all my expenses.
Business Response
Date: 07/16/2025
July 17, 2025

Better Business Bureau
RE: Ruby Princess R518 July 20, 2025

******** ****
Booking: 8MXMVL

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 are sorry to hear about the confusion surrounding the information with **** requirements for your upcoming sailing departing (20-JUL2025) aboard Ruby Princess to ******. Based on the information provided, I can confirm as advised by Princess Cruises (15-JUL2025) you would need to follow all information provided by ********* as to what requirements are required. Please be advised the notification send from Princess Cruises was a reminder as to what docuements are required. Please note it is the guests responsibility to ensure they have all proper documentation prior to embarkation as shown in the passage contract outlined under #2 which all guests agree to at the time of booking.
2. GUEST'S OBLIGATIONS.
Before *** board the vessel, *** must
-Pay ***r Total Cruise Price.
-Familiarize yourself with the terms of the Passage Contract.
-Bring all necessary travel documents such as passports, ****s, proof of citizenship, re-entry permits, minor's permissions, medical certificates showing all necessary vaccinations, and all other documents necessary for ports of call in the countries to which *** will travel.
It is the Guest's sole responsibility to obtain and have available when necessary the appropriate valid travel documents. All Guests are advised to check with their travel advisor or the appropriate government authority to determine the necessary documents. *** will be refused boarding or disembarked without recourse or liability for refund, payment, compensation, or credit of any kind if *** do not have proper documentation, and *** will be subject to any fine or other costs incurred by Carrier which result from improper documentation or noncompliance with applicable regulations, which amount may be charged to ***r stateroom account and/or credit card.
*****************************************************************
We wish you a great time aboard Ruby Princess!

Sincerely,

******* *******
Onboard Experience Support
Initial Complaint
Date:07/14/2025
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 booked a cruise with Princess Cruises specifically for the ****************** Scenic Cruising experience. However, shortly before departure, I discovered that the itinerary had been changed without proper notice to ******** Arm and ***** Glacier, which is not equivalent to *********** and not the reason I chose this cruise.Due to this significant change, I requested to cancel the trip. The Princess Cruises agent informed me that although the itinerary had changed, they could not cancel it without penalty and proceeded to deduct $200 per person ($400 total) from my refund. I was advised to contact their support team for further assistance.I have since sent multiple emails to:************************************************************* **************************************** ****************************************** To date, I have received no response from any of these channels.This itinerary change was not voluntary on my part, and the substitution does not offer the same value. Therefore, the cancellation was due to the cruise lines alteration, and I believe I should receive a full refund without penalty.Resolution Sought:I am requesting a refund of the $400 cancellation fee that was unfairly deducted due to Princess Cruises' last-minute itinerary change.
Business Response
Date: 07/14/2025
July 14, 2025

Better Business Bureau
RE: Ruby Princess R513 May 15, 2025

Shaojie Ye & Xihan ***
Booking: 7KGKVQ

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 are sorry to hear that you canceled your cruise aboard Ruby Princess. Based on the information provided, I can confirm you booked your cruise (23-MAY2024) of which at the time of booking we emailed you a booking confirmation which clearly outlines the cancelation fees accessed should you need to cancel. I can confirm you canceled your cruise less than 48 hours prior to departure which is within 100% of cancel fees. We already made an exception and refunded $715.56 (21-MAY2025) as a one-time exception. Unfortunately, we respectfully decline your request for a refund of the $200.00 per person charged as a deposit for your casino booking. As shown on ************************** in the passage contract #8 which all guests agree to at the time of booking their cruise "Except as otherwise provided, 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."
*****************************************************************
While we cannot be of further assistance I send my kind regards,

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/14/2025

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:07/10/2025
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.
The first issue is a promise made by a representative known only as ****** for Princess Cruises to provide 5 complimentary drinks per day for an Alaskan cruise on the Grand Princess beginning May 23, 2026. Princess Cruise representative told me the company would not honor the promise made by their sales representative.The second issue is I am unable to access a website available to subscribers who Pay $14,999. for "Ultimate Package " This purportedly allows me to make 4 separate hotel booking paid by Princess Cruise. I have emailed the technical support several times and have not received a phone response. The claim to call a number that I do not use. I have given them my contact number.This has not been resolved after nearly 2 months.
Business Response
Date: 07/11/2025
July 11, 2025

Better Business Bureau
RE: Sky Princess - Y606 - September 6, 2025

***** & ********** ******
Booking: 8TGJ6T

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 are sorry to hear of the experience you've encountered with our pre-cruise call center for your upcoming cruise aboard Sky Princess in February 2026. Based on the information provided, I can confirm your matter has been escalated accordingly to management within our Princess **************** for further review and handling.
I can also confirm that a team member will be reaching out to you in 3-5 business days to further assist in reaching a resolution.

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/11/2025

Complaint: 23583807

I do not accept this response. To accept it before any action to answer the complaint is premature.
This is not a response, but rather an assertion that a response is forthcoming.
There is no acknowledgment of listening to the promises made by the salesperson "******" on a recorded line or explanation on why it will or not be honored. This issue is not resolved
I remain unable to access to the website to redeem the benefits I purchased. That issue is not resolved.
I am hopeful that the issue is being escalated to a level that has appropriate authority.

Sincerely,

***** ******
Business Response
Date: 07/19/2025
July 19, 2025

Better Business Bureau
RE: Sky Princess - Y606 - September 6, 2025

***** & ********** ******
Booking: 8TGJ6T

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.

I am sorry to hear that you remain disappointed with the experiences you've encountered with our pre-cruise call center for your upcoming cruise aboard Sky Princess in February 2026 and that you have not been contacted as of yet. Based on the information provided, I can confirm that since you booked your cruise through our Princess **************** this would have to be further reviewed by them. I have escalated your concerns to senior management for urgent review and handling.

You should recieve outreach from a team member within 1-2 business days via phone.

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/29/2025

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:07/08/2025
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 purchased 6 individual shore excursion tickets to go on a helicopter ride and dog sledding in ******, AK via Princess Cruise Lines shore excursion app. The shore excursion was cancelled 15 minutes prior to the activity due to poor weather and lack of visibility by the tour company. I was assured that the money I spent on the shore excursions would be refunded - 6 tickets at $779.95 for a grand total of $4,679.70. I purchased the tickets associated with these 3 booking numbers: 7XDJ4R and 8X3D5G and 8W3D6W.I was assured when I confirmed upon checking out of the ship that these tickets for the cancelled trip would be refunded to my credit card, however since my trip, I have learned that it is Princess Cruise Lines policy to award the cancelled shore excursion activities as an onboard credit to the person's respective portfolio, so I ended up paying for stuff that I never agreed to purchase. I used my credit card to purchase 6 tickets on a short excursion, NOT to pay off someone's onboard purchase portfolio.
Business Response
Date: 07/09/2025
July 9, 2025

Better Business Bureau
RE: Caribbean Princess B525 June 21, 2025

******* ******
Booking: 7XDJ4R

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 are sorry to hear that about the upset caused from your recent cruise aboard Caribbean Princess to ******. Based on the information provided, I can confirm an Onboard Experience Support Specialist contacted you via phone on multiple occasions to advise that any Shore Excursions not canceled prior to the voyage departure date are refunded onboard as refundable onboard credit. Unfortunately, if you paid for the Shore Excursions on your credit card for someone else you would need to work that out with that travel companion individually. Please note this is also stated in the Passage Contract which all guests agree to on ************************** at the time of booking.

We will have an Onboard Experience Support Specialist reach out to you within 1-2 business days to further assist. However, there is no additional refund due.

Sincerely,

******* *******
Onboard Experience Support
Initial Complaint
Date:07/02/2025
Type:Service or Repair 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 August 6, 2024 I booked a cruise with Princess Cruises under the Friends and Family program. The confirmation clearly stated that crew appreciation is applied to the booking and pre-payment is mandatory. I paid the cruise fare in full at the time of booking which accordingly to Princess included crew appreciation. I completed the cruise on May 22, 2025. Upon completion of the cruise I was charged $476 for crew appreciation. I spoke to ************** and they said I had to pay it regardless of what I paid at time of booking. On my booking invoice there was an entry of $521.62, I believe that would include my crew appreciation and a few other fees. I asked ************** what that charge included and no one could give me an answer. I have taken eight previous Cruises with Princess and have always pre-paid crew appreciation. It was always been part of the booking price. I have tried several times to resolve this with Princess Cruises and my credit card company to no avail. There has been no explanation of the $531.62 charge at the time of booking. If somehow, that charge is not for crew appreciation then Princess does not have transparency in billing and is being deceptive. It should also be noted that I had three of my siblings traveling on the Friends and Family program. They also paid the exact same price as I did, however, they had the crew appreciation fees removed from their cruise folio due to crew appreciation being prepaid. I was double billed for crew appreciation. If Princess insists that I was not double billed, then why did the booking confirmation state it had to be prepaid and what were the mandatory fees for that were paid for at the time of booking.
Business Response
Date: 07/02/2025
July 2, 2025

Better Business Bureau
RE: ******* Princess E511 May 8, 2025

***** & ***** ******
Booking: 7C4JVT

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 are sorry to hear about the challenges you've encountered with your recent cruise aboard the ******* Princess in May. Based on the information provided, I can confirm that although there was a disclosure on your booking confirmation regarding Crew Appreciation due at final payment (pre-cruise) we no longer require this and it does not appear on your Booking Confirmation as paid under special services. In addition, as this is a Friends & Family booking you would need to contact the Benefits team for any additional questions regarding your booking.

In conclusion, there is no refund due as you were only charged for the crew appreciation onboard and it was not included in your cruise fare. While we cannot be of any further assistance you have my kind regards.

Sincerely,

******* *******
Onboard Experience Support
Initial Complaint
Date:07/01/2025
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.
My husband and I took a honeymoon cruise on the Royal Princess (May 2431, 2025) and spent approximately $10,000, expecting a premium experience. Unfortunately, the overall quality was significantly below expectations. While Princess Cruises acknowledged our complaint and offered cruise credit, we are requesting that this amount instead be issued as a refund, since we do not intend to cruise with Princess again.Major issues included:No recognition of our honeymoon despite it being noted in our reservation Poor food quality, especially in the Premier dining options, and repeated seating in undesirable areas despite open tables Low-quality entertainment, absent cruise director, and disengaged staff Deck 7 smelled of sewage, a known but unresolved issue Spa upselling, poorly maintained Enclave facilities, and non-functioning heated loungers Lukewarm hot tubs despite reporting the issue multiple times Severely delayed food delivery times and quality of food We chose not to complain during the trip out of consideration for tired staff, and trying to stay positive during our significant vacation, but upon returning, we realized the experience did not match the high price or marketing promises.Weve requested over and over to communicate via email only to maintain a paper trail, but Princess has refused to respond in writing and will only leave voicemails. The most recent voicemail being an aggressive refusal to respond via email, and a threat of there will be no negotiation to our cruise credit offer. Again, we are not requesting more than what has already been offeredjust the same amount as a refund instead of cruise credit, which has no value to us.We are asking Princess Cruises to respond and honor this reasonable request.
Business Response
Date: 07/02/2025
July 2, 2025

Better Business Bureau
RE: Royal Princess 1515 May 24, 2025

******* ********* & ***** *******
Booking: 8W8G6J

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 are sorry to hear that you encountered multiple issues and dissappointments aboard Royal Princess to ****** in May. Based on the information provided, I can confirm an Onboard Experience Support Specialist already contacted you to review your feedback of which we provided you with a Future Cruise Credit of $510.00 USD per person that you may apply to a future sailing with Princess Cruises. While we understand the upset caused we do take your feedback very seriously of which will be handled internally. We can also confirm you did not report any issues while onboard to our ************** Desk to give us the opportunity to correct it and provide a suitable resolution while onboard. Unfortunately, your request for a refund of $1,020.00 has been declined. As per company policy we do not issue refunds but did provide you an *** in hopes you will give us another chance to sail with us in the future.

While we cannot be of any further assistance, you have my kind regards!

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/02/2025

Complaint: 23543988

I am rejecting this response because:
As a customer who chose ********************** for my honeymoon, a once-in-a-lifetime trip- I expected a more empathetic and reasonable resolution from a multi-billion dollar corporation. Refusing to issue a refund that had already been acknowledged as a gesture of goodwill (albeit in the form of onboard credit) feels unnecessarily rigid and unkind, especially when the cost to Princess is negligible but the impact on customer satisfaction is significant.
Additionally, Id like to address the suggestion that I should have resolved my concerns while still on board. Realistically, who spends their honeymoon engaged in complaint resolution? Like many guests, I wanted to enjoy my time as best as possible and deal with any issues afterward- when I had the time and clarity to reflect on what went wrong. Thats not avoidance; its a natural and reasonable approach.
This experience has left me questioning whether Princess truly values guest satisfaction beyond scripted policy responses. Im giving this one last try, not just for the sake of the refund itself, but in the hope that someone at Princess will recognize that this situation deserves more flexibility and basic customer care.
Im imploring you to reconsider and do the right thing.

Sincerely,

******* *********
Business Response
Date: 07/09/2025
July 9, 2025

Better Business Bureau
RE: Royal Princess - 1515 - May 24, 2025

******* ********* & ***** *******
Booking: 8W8G6J

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 are sorry to hear that you remain disappointed in our response to your Royal Princess cruise to ****** in May. While we understand the upset caused we provided you with a Future Cruise Credit of $510.00 USD per person that you may apply to a future sailing with Princess Cruises as a gesture of goodwill due to the upset caused. As stated in our prior correspondence as per company policy we do not issue refunds under these circumstances nor did an agent advise that a refund would be provided as we declined your request initially.
Unfortunately, there will be no further review on this matter and while we cannot be of any further assistance, you have my kind regards!

Sincerely,

******* *******
Onboard Experience Support
Initial Complaint
Date:06/30/2025
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.
Hello,My family and I have always loved Princess Cruises. I am 79 years old and was hoping to enjoy my final days of traveling due to my health issues. My plan was take my wife and I to Princess Cruise for beating one of major health issue of mine for the set date of March 13th. We booked a cruise with **** from Princess Cruises sale department. He found us a cruise on that date and we booked. He did NOT mention anything about vacation protection or travel insurance at the time. If he did I would have done so. I am getting very old and my memory is not as good as it used to be. Everything was fine until a series of unfortunate events had hit our family. My son was diagnosed with Esophagul rupture and required immediate surgery on March 9th at *********************** in *********. He has no one else to care for him, so my wife and I did what any parent would have and watch over him. Not only this, but less than 24 hours of us being at the hospital, we were caught with a severe form of COVID. We could not taste or smell and my wife felt as if she was floating in and out of conciousness.We contacted Princess Cruise on March 10th and long story short, we were refused a refund or credit. Again this situation was completely out of our control. We have complete documentation of the events for you to take a look at. I'm reaching out now in hopes that you'll reconsider. This was a deeply unfortunate and uncontrollable situation. I am a war veteran, and Princess Cruises has always been a part of my happiest travel memories. It would mean the world to me if I could be granted a future cruise credit so I could still experience one final journey with my ******* daughter is helping me with this case as my health is not too good so you may reach out to her. She can give you my number as well.I have attached the booking number, I hope you can be understanding and help us out Thank you
Business Response
Date: 07/01/2025
July 1, 2025

Better Business Bureau
RE: Grand Princess A507 March 13, 2025

******** & ****** *****
Booking: 8J4HCN

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 are sorry to hear that you canceled your cruise onboard Grand Princess in March to the *************** due to medical reasons. Based on the information provided, I can confirm you declined to purchase Princess Vacation Protection (PVP) of which this booking does not qualify for a refund. Please be advised although the agent may have not offered it via phone we can confirm multiple emails were sent to you offering you the protection which you did not add prior to final payment.

However, we do understand your circumstances and we will have a team member reach out to you within the next 1-2 business days to further review your file for any potential goodwill compensation as a one-time exception.

Sincerely,

******* *******
Onboard Experience Support
Customer Answer
Date: 07/09/2025

Complaint: 23538015

I am rejecting this response because:

Sincerely,

***** (in Correspondence To My Father **** *****) S
Dear *****,
Thank you so much for your call. We truly appreciate your speedy response and your time. While we are grateful for the partial credit offered, but please *****, we are respectfully requesting you to look into a full cruise credit (not refund) for my father under compassionate grounds in the explanation below.

My father is a US war veteran who has endured a VERY difficult life following his service.. He has suffered from severe PTSD, ***********, and multiple long term health issues as a result of being in the army. He's been in and out of the doctor's office... His life is 90% spent at the doctor. Trust me when I say his life is VERY depressing. Leading up to the cruise, our family faced several serious issues as described in the previous email we have sent you - my brother was hospitalized for throat surgery, and just days before departure, my father tested positive for COVID. BOTH he and my mother lost their sense of taste and smell, and it would not have been ethically OR medically right to risk the health of other passengers by attending, regardless of travel insurance.

This cancellation was not taken lightly. This was a VERY devastating decision that none of us wanted to make.
Please, consider making a one time exception for my father and not for policy, but for compassion. This cruise meant the world to my father, and he was truly looking forward to it. His birthday is coming up in September, and realistically, he does not have much time left. He is almost 80 years old. All we want is to give him one final, joyful experience - something peaceful and beautiful to remember. A full cruise credit JUST for him (NO one else) would allow us to give him that, and it would mean everything to our family. Our family genuinely loves Princess Cruises and have always had utmost respect for your company.
We hope you can show the same compassion Princess Cruises is known for by honoring this last request. Again, we are not asking for a refund - just the remainder of the credit just for him, so he can enjoy what may, respectfully, be his final cruise.
***** ***** (daughter) If you would like to reach out to me my number is ************
Thank you again and I hope that you can please help my father out with this final request
Business Response
Date: 07/15/2025
July 15, 2025

Better Business Bureau
RE: Grand Princess - A507 - March 13, 2025

******** & ****** *****
Booking: 8J4HCN

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 are sorry to hear of your canceled cruise aboard Grand Princess in March to the *************** due to medical reasons. Based on the information provided, I can confirm in addition to the 50% refund we provided (1-JUL2025) I have also issued the remaining cancelation fees as a one-time exception in the amount of $874.94 per person in the form of an FCC. The Future Cruise Credits have been emailed to the email address listed on each guests Captains Circle account. Please be advised when rebooking your cruise we highly recommend purchasing Princess Vacation Protection. Should there be no PVP and a cancelation occur we will not be able to make any further adjustments or exceptions.

Thank you for your loyalty to Princess Cruises & we wish you continued good health.

Sincerely,

******* *******
Onboard Experience Support

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