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Princess Cruise Lines

Princess Cruise Lines review: Misleading change in booking

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4:02 pm EST
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My husband and I were originally booked in a forward mini suite with the premium package. We booked with L.H., Princess Travel Advisor. I received an email about upgrading and had questions so I reached out to L.H. last week. After discussion, we decided not to upgrade but I asked for her to check on the price, because it looked like the booking prices had gone down from when we booked. After she looked, she told us that she could move us to a mid-ship mini suite, with the same package, and we would be receiving a credit of $170. This was great! and so we agreed. Upon review of our princess account yesterday, I saw that our package had been reduced to the plus package. I immediately reached out to L.H. about this because this was a mistake. She reviewed the account and advised that we would have to pay to upgrade to premium, approximately $500. I reminded her that when we talked about changing rooms, I was clear that I wanted to keep our premium package. She said that she did make the mistake but was unable to give us the premium package back without paying for the upgrade. I asked to move back to our original room, which is no longer an option because it is booked. After speaking with a customer service representative while on with L.H., and spending most of the afternoon on this issue, we were able to upgrade back to our original premium plan in the room we are currently in but had to pay $305.

This is ridiculous. We were very excited about cruising with Princess but feel that this may be our last time due to this issue. We always cruise Carnival and have never had an issue like this with our Travel Advisor from Carnival. L.H. is a very nice person and was very helpful, initially, but I feel that we have been scammed into paying more for our cruise, which is already costing us more than any cruise we have ever taken with Carnival.

We nearly cancelled our cruise because we feel like we were scammed but have decided to take the trip. We are unsure if we will be cruising with Princess again, or ever recommending you to any family or friends. Please reach out if you would like to discuss.

Claimed loss: $300; time from work

Desired outcome: Just make it right. This is a terrible way to start a vacation with a new (to us) CruiseLine.

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Princess Cruise Lines Category
Princess Cruise Lines is ranked 4 among 27 companies in the Cruises and Charters category
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Most discussed complaints

Non refund
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 16 day Hawaii cruise leaving LA on March 23, 2025. Our reservation number is 6VMK5P.
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 poor service
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 refused to refund our deposit!
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