Great ports, nice ship, poor customer service, food, and reservation handling

Royal Princess Cruise Review to Alaska - Gulf of Alaska
Experience: 4-6 cruises
Review: 1
Helpful Vote: 1

Overall Rating:

3.3 out of 5
Verified Review
Royal Princess

7 Night Voyage Of The Glaciers Northbound (Vancouver To Anchorage)

Sail Date: June 08, 2019

Ship: Royal Princess

Cabin Type: Balcony

Cabin Number: M236

Traveled As: Family (young children)

Reviewed: 26 days ago

Review Summary

Traveling as a group of ten on three different reservations we did our utmost to ensure we were cross referenced and coordinated in order to be together both for the cruise and the three day Denali add on(through Princess). On board and during our land portion we had guest service staff tell us were cross referenced as well as some who told us we were not. Throughout the trip one of the three reservations would be seated at a different dinner table, bus transfer, tour group, hotel building, etc. Day one, at sea, we double checked our reservations to ensure we were put together. Guest services either "didn't know" or "couldn't tell" if were together on any part of our land portion. Throughout, I was surprised by guests services lack of knowledge/empowerment/interest or some combination thereof. We had to follow up in every instance individually as we went along. I do not believe this was our only option. Be sure to double check any drink packages, internet purchases, etc., that you believe you may have added to your reservation. Our beverage package was somehow "missing" from our reservation. Guest services never legitimately helped us get this corrected. The ports and scenery are beautiful. We are glad we made trip and ultimately wish we had chosen a different cruise company.

Embarkation

4 out of 5
Went relatively quickly considering customs

Ship Experiences

Food and Dining

2 out of 5
Dining room food quality was disappointing, no better than buffet or kiosks. Seafood ordered; crab legs, salmon, and scallops were overcooked. Except for pizzas served pool deck level, all food seemed overdone or mass produced. Even "freshly" cooked cheeseburgers were served with a cold stiff piece of cheese on top.

Onboard Activities

2 out of 5
General use pool closed for maintenance on day at sea. Adult use pool was not made available to children, even with Sanctuary closed and a single adult using pool.

Entertainment

2 out of 5
PG-13 movies shown at pool during the day with PG movies at night (9pm). Alita and Fighting with My Family, both PG-13, had scenes that are not appropriate for smaller children. For us it wasn't an issue but there were many parents we spoke to that were unhappy.

Children's Programs

We were in a group with four children; three that were 8 or older and one who will turn 7 in August. Due to age cut off of the programs all four couldn't be together so we were not able to use. When we asked if there could be an exception to keep the four together we were told no.

Service and Staff

1 out of 5
Guest Services was never able/willing to assist with reservation questions, provide information on land portion of package, nor correct an error in our reservations (our beverage package was missing). Traveling as a group of 10 we had to double check and make changes to our dinner seating, bus transfers, etc., to sit together. Land portion hotels and tours did not keep us together. We were told our reservations were crossed referenced by some guest service staff and told they weren't by others. There were a few stand out people; Elvie (room steward), Rout (bar tender), Marilyn (train), Jill (denali hotel) and Stephanie (Denali to Fairbanks coach) were helpful, friendly, and went the extra mile to help us or our group. We asked for kids to be served their entree with the adults and it didn't happen. They were always served right away leaving them bored and antsy while they waited for us to eat. Restaurants at the hotel in Denali closed early in comparison to the arrival/departure schedule of guests.

Ship Quality

4 out of 5
Staff was constantly cleaning and maintaining the ship.

Cabin / Stateroom

4 out of 5
Clean room with good use of space. Accommodated two adults and two children better than anticipated.

Ship Tip

Double check all specifics of your reservation. Once on board guest services is either not empowered or not interested in helping. Internet on board is poor, limit to one device if possible to avoid being gauged.

Ports Of Call

Ketchikan, Alaska

4 out of 5
Short time at port but if you head out early you have plenty of time to get an excursion in. Cute historical walking area.

Juneau, Alaska

5 out of 5
Whale watching and Glacier visit are GREAT! Both are child friendly and a nice amount of time that allows you to walk around the city a little bit, get a meal off the ship.

Skagway, Alaska

5 out of 5
Cute old time-y town feeling. Did a dog sledding excursion and it was terrific. Two local breweries and a distillery in town are cool to visit.

Cruise Glacier Bay

5 out of 5
Beautiful scenery and well narrated.

Cruise College Fjord, Alaska

5 out of 5
Beautiful scenery

Disembarkation

4 out of 5
Organized and quick. Well organized to get people off and to their next place.
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