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Princess Cruise Lines

Princess Cruise Lines review: Charged for two rooms, and they changed the reservation to one room

W
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6:27 pm EST
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This review was chosen algorithmically as the most valued customer feedback.

Booking 7TCJ5M Purchase a cruise on November 11th. Had to pay in full because the sail date was December 23, 2024. I went through the online portal to book the cruise. I have adult witness that saw me book this cruise. I selected two rooms. I assigned the two occupants over the age of 21 for each room, and the 2 other guest per room, for a total of 4 persons in the party. I confirmed the two rooms booked, and processed the reservation. The reservation had the one room, and the adjoining room on the reservation. I believed everything was good at this time, being as I saw it calculate the expense for two rooms. It was on November 28th when I was reviewing what I needed for disembarking, that I noticed the mention of only 1 room. So I contacted Princess via chat and phone, and was told I was charged for two rooms, and they reserved me a stateroom with bunkbeds for my party of 4 persons and that would work, as the room would accommodate four people. Never mind what I paid for. I filed a dispute with my credit card on November 28th. It took Princess until January 6th to respond. I have never experienced a company blatantly ignoring issues instead of dealing with their mistake. I then learned Princess reserves the right to change reservations without notice. I then learned to cancel the reservation I would not be due any refund because I was not 90 days out from sailing. I never had 90 days prior to sailing, so Princess would never honor a refund from the day I purchased. I also learned that in order to try and move rooms I would be charged completely new fairs as if I had not already paid $4932.00, and I would be charged a additional $1800.00 because they had to change or cancel my booking as they call it. I have spoken to many Princess representatives, and they follow a script, don't listen, steer, and bully you on the phone. I was told not to call back and their was no need in it. What Princess did was switch and bait me, took my second room which I paid for and sold it for more profit, so they could max fill the boat. Their customer representatives use sales tactics, and do not listen. I was told the complaint department is the "back room" people and I can't speak to them. I am to make my complaint on their site. You can't make a complaint online as it will not let you state the grievance. Their tactic is to ignore you until you go away. I have five thousand reasons that I'm not going away.

Claimed loss: $4932.00 plus a ruined vacation.

Desired outcome: Complete refund immediately.

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Princess Cruise Lines Category
Princess Cruise Lines is ranked 4 among 27 companies in the Cruises and Charters category
#02 Royal Caribbean Cruises Royal Caribbean Cruises #03 Norwegian Cruise Line Norwegian Cruise Line #04 Princess Cruise Lines Princess Cruise Lines #05 Celebrity Cruises Celebrity Cruises #06 CruiseCritic CruiseCritic

Most discussed complaints

Non refund
2
(opinions to this review)
 16 day Hawaii cruise leaving LA on March 23, 2025. Our reservation number is 6VMK5P.
1
(opinions to this review)
 poor service
1
(opinions to this review)
 refused to refund our deposit!
1
(opinions to this review)
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