Just sharing a story of how Princess Cruise Line tried to do me wrong with what they called a cabin upgrade.
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22 Comments
I'm going on my first cruise today. I booked it Monday. Since Monday I've been on the phone 5 or 6 times with Princess getting lots of wrong info and yes it took hours. One guy in LA named Richard was really good but the rest weren't. Hopefully all will go well today but I'm very nervous. Glad things worked out well for you.
I'm cruising on the Ruby Princess on the 17th of May. Are you on that ship? My first time to Alaska as well. Happy Birthday to Tiffany.
Get this… I got an email upgrading me from a balcony to a mini suite on the Discovery. I was thrilled. It was on the Marina deck. Come to find out it was below the Lido deck. Every night at bedtime they dragged deck chairs across the deck and we heard them bouncing beer kegs. It was horrible. From now on we need to designate NO cabin changes on our registration.
After getting this resolved, I hope that you have a great time. If you have not already booked chef's tableLuminaire, book that for Tiffany, she'll love it.
I had a problem with Princess last month. On a 15-day Hawaiian cruise for my mom's 95th birthday, we were in the ADA cabin from HELL! Constant overflowing toilet and eventually water dripping from the light fixtures! Unfortunately they did NOT switch my room because they overbooked the ADA cabins and didn't have even one empty in case of an emergency. I called EVERYDAY for a week after we got back home with a wait time over 5 and a half hours on one of the calls!
If you’re going on the one that starts in 2 two days, we’ll be on that one as well.🤗🎉
A person with an accent does not mean it's an overseas call center, I am fairly sure that Princess Call centers are in the US.
Also, a good travel agent would have solved this in 2 call… you call them, and they take care of it for you, and then call you back.
Work with a travel agent and communicate with him/her who will handle everything for you.
I was on Discovery last November and when we contracted Covid, they didn't stick us in a 310ft room with large balcony! We stayed in our own original cabin. Princess use to be great with details but now they seem to drop the ball on so many things. Glad your experience changed for the better but I've heard stories how they have had disappointing experiences with Princess lately. We are doing Alaska next year on Princess and I'll give them one more try and if they fail, see you Princess.
This is why you use an independent travel agent. They take care of the call and any issues.
Princess Customer Service is the worst I have ever TRIED to work with. Talking to them, no English speaking, I was put on hold 1 1/2 hours, waiting, and she kept coming back and asking "our you still there". 7 Times. This was just needing the time changed for our specialty dining, since the Excursion we booked time was changed. But no comprende…… I want everyone to know, that I have spent $15,000 for this cruise, and the "Vacation Planner" that talked me into stuff, can't return any phone calls. We told her NO we didn't want something and she booked it, no I don't want 3 riverboat rides, etc. I think that if the Guest Service Dept. doesn't move away from the Phillipines, that my family, friends and co-workers will never use Princess again.
I work for Princess onboard and I am a Hotel General Manager. I apologize for the confusion and the long wait on the phone. My understanding is that we no longer use offshore call centers to handle our customer service calls. As another commenter stated, what the cruise line considers an upgrade might not be what you consider an upgrade. I don't know what cabin number we gave you as an upgrade, if you could, let me know. The cabin you booked, does have a larger balcony because of the location forward on the ship. Because of the superstructure of the ship the balcony has steel bulkheads below the railing and not glass. Its considered an obstructed DZ category. In the Princess world it is the least expensive Deluxe Balcony because of the steel bulkhead and the fact that you are on Emerald deck. Every other Deluxe Balcony is considered an upgrade, even though you are losing the square footage. Higher decks and midship are considered upgrades. We also have DZs on Marina and Lido deck. However, they are very windy being at the front of the ship and we advise use only at port.
I will tell you this. I know you were frustrated with your situation and I do understand and empathize. However, let me tell you that even if you got the least expensive mini suite, you were given a 9 category upgrade. The extra obcs are nice too!
This is precisely why I book cruises through my trusted travel agent. Doesn't cost any extra, and they do all of the dirty work.
Hi! So glad everything worked out well for y’all! Every time I have to deal with an overseas call center, it’s an awful experience.
Very helpful!!
Come on! You can look up the deck plan and see what your cabin is like. What Princess considers a n upgrade is not necessarily what we think is an upgrade. You know this.
Don't ever sucker for their bid for an upgrade program. I did this for our June 2022 Alaska Cruise on Discovery Princess. Their rules say that they can upgrade you anytime up until the ship leaves. So there we were on the ship, luggage in our cabin, but we still don't know if they are going to upgrade us. So we decide to not unpack in case they move us. We were in a Balcony cabin. Well it was getting close to sail away and still nothing. So I went to Guest Services, waited in line and asked them if they would tell us if we were not upgraded as we don't want to unpack until we know for sure. They could not tell me. Finally the ship sailed and we assumed no upgrade and unpacked. Got dressed and went to dinner. Back to the room and they had left us a note on the desk as well as a message on the phone that they had an upgrade for us. We told them no. Besides the inconvenience of having to wait to unpack, they could have put us in a Mini Suite that was in a horrible location, like right under the lido deck or just above the theater or anything noisy. Also, we like mid ship to lessen boat movement and they could have put us at the very front or back of the ship. So I will not be doing the bid for an upgrade thing again. Glad your room issue turned out with a good resolution.
Wow!!! What a great story with a happy ending!!!!🥳🥳🥳
Big Corp tactfully pays people to record the most irritating ear piercing something that sounds like music but with sounds making ya want to hang up asap.
Thank you, now I know what to expect with Princess customer service.
I would have cancelled my cruise
mini suite looks ok looked it up