Emerald Princess Cruise Review by Natslive
- Sail Date: April 2019
- Destination: Panama Canal & Central America
- Cabin Type: Balcony
The really ugly part of the cruise were the shore excursions and the staff there. Our Puerto Vallarta excursion was a big disappointment as we only did 1/2 the tour and spent the last 15 min listening to our guide give a sales pitch for his products. We complained to desk and asked for a 50% refund. It took 4 days to hear back and after several lies they refunded us 25%. That was bad enough but the whole fiasco that occurred with the Costa Rica excursions is unforgivable. Except for tender ports we have never met on board somewhere before getting off for an excursion. For some reason this cruise we had to meet in the Princess Theater each day BUT there was no organization, no stickers or tours sitting together. For Costa Rica they had 1 gangway open and lost control as we were all leaving for excursions in long lines, people merging in from all over. We were in the 4th row of Princess Theater - made it to our bus but had to wait over 90 min for everyone to get there due to fiasco. Many people stood out in heat for over an hour, tours were cut short because they started too late - just a general incompetence. People complained to the desk but nothing happened - no apology letter, nothing - no acknowledgement of mistakes or loss of control. Just ridiculous. So bad that for last week of cruise it was a continuing topic of discussion everywhere. I filed a complaint with Princess upon returning home, they responded but all I heard during phone call was excuses - not a real understanding or comprehension of what had transpired.
Disembarkation was fairly seamless despite a bit of confusion with the transfer buses.
Overall despite everything we enjoyed the cruise but don't think we will be sailing Princess anytime soon as this definitely didn't live up to expectations based on our past experiences. There are other cruise lines such as Celebrity that have better customer service in my opinion.
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