Great Ship - Lacking Customer Service & Follow-Up

Caribbean Princess Cruise Review to Caribbean - Western

Experience: 4-6 cruises
Review: 1
Helpful Votes: 2

Overall Rating:

2 out of 5
Verified Review
7 Night Western Caribbean (Houston Roundtrip)
Sail Date: March 13, 2016
Ship: Caribbean Princess
Cabin Type: Oceanview
Cabin Number: E621
Traveled As: Couple
Reviewed: 2 years ago

The Caribbean Princess would have received a much higher rating overall, IF there was better customer service. We chose Princess Cruises so that we could take a nicer cruise, with less children and better service.  We received better service on a previous  Royal Caribbean cruise to the same destinations.  (Please read the full rating below.)

My wife and I loved the ship layout and what it had to offer. The food and presentations were very nice.  However, the customer service and follow up were lacking.  We were awakened at 4:30 or 5:30 every morning by our neighbors fighting, arguing or letting alarms ring for 45 minutes.  Each time, we informed the cruise relations desk as it was happening.  Limited to no follow up from the cruise relations desk was received. With the exception of 2-3 employees, we found the staff to be lacking service.  It appeared they were just "going through the motions".  Ruel (cabin attendant), Alma (Crown Grill) and Isabel (Coral Dining) were very attentive. 

Food and Dining

3 out of 5
Crown Grill was excellent and Alma took great care of us. Isabel in Coral Dining was also very good but the head table waiter, Marion, was like a robot. Not much personality there. He appeared that he wanted to rush everyone at the table with orders and move us out.

Onboard Activities

3 out of 5
We would like to see a sports bar, which would have allowed passengers to view college and pro basketball games.


5 out of 5

Children's Programs

3 out of 5
Did not use

Service and Staff

1 out of 5

Ship Quality

5 out of 5

Cabin / Stateroom

1 out of 5
Ruel was our cabin attendant and he provided excellent service. He remembered our names after the very first meeting. We knew it would be an obstructed view. Cabin space limited and made it hard to lounge around in the cabin. Unfortunately the cabin neighbors and the service received from Passenger Service Desk Night/Day Managers put a black mark on our cruise and our memories. And, this lack of service/follow-up happens to be what we talk about with others. Below is a recap. On Monday night (Tuesday morning) the neighbors in E623 came back at 2:30AM and continued to party. Neighbors all around were woken up. We eventually fall back asleep and then the neighbors in cabin E619 let their cell phone alarm ring & buzz for 30+ minutes. Tuesday night Wed. morning - E619 let their alarm ring again for 45+ minutes at 4:30AM. Called passenger services and they had to enter the room to awaken the neighbors to correct this. Wednesday Night/Thursday AM - E619 gets into their cabin at 2:15-2:30AM and has very loud conversation. Again called Passenger Service Desk notified. They had to call E619 to quiet them. We fall back asleep and their cell phone alarm rings again at 5:30AM and Cabin E619 lets it ring for 30+ minutes. Desk notified. Thurs PM/Friday AM - Cell Phone alarm wakes us again for long time. Desk notified again.. Friday PM/Saturday AM - E619 comes back into the room around 2:00AM and they have a huge vocal argument that could be heard in the hallway and neighboring rooms. My wife and I grew very concerned. We thought the male in E619 was going to begin hitting the female and get physical. Passenger Services called and they neighbors quiet down. We fall back asleep and their cellphone alarm goes off again at 5:30AM and they let it ring for 30+ minutes. Saturday PM/Sunday AM: Neighbors arrive back in their room around 12:30AM. They proceeded to use the cabin speaker phone to make phone calls. Called other cabins and let the phone ring, on speaker" for 4-6 minutes each time, even though the other person did not answer. This went on for 4 telephone calls. Then alarm goes off again at 5:30AM. They let it ring. Service Desk notified. Overall, what was lacking is the follow up by the Night Manager or the Day Manager. The nighttime passenger service desk attendant relayed our concerns. I had to be the one following up with them. After the first two days, I check with the Day manager, I was informed that they had notified E619 of the "Consequences" if they did not keep quiet and to make sure their alarm was turned off. I guess the statement by the Day Manager was fluff as nothing was done. Knowing that there was a problem passenger, shouldn't the managers have conducted walking "rounds" by the cabin? Quite frankly, based on above, it was not worth the fees/expenses we paid for the cruise.

Ship Tip

We did not get out dining request at first. Once we boarded, we asked for and received our dining request for a specified meal time.

3 out of 5
We have been to Houston many times and do not have a comment here.
5 out of 5
1 out of 5
Do not take a city tour. you will be disappointed.
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