MDP409

The PDF referenced was confirmation PDF attached their booking confirmation email which I received a few minutes after finalizing the booking online... So I thought I was good to go. Princess had a back-end technical problem and never charged the card. But they failed to notify me before summarily canceling the booking without notice. They had the card info, and I authorized the payment when finalizing the booking -- Wouldn't have received the confirmation email with PDF if I hadn't... they just had a processing glitch and didn't run the CC. -- I checked with CC company and no charge was even attempted. Again problems happen, it is what you do when they happen that matters.

I forwarded the confirmation PDF back to their rep and they escalated it internally, but I didn't speak to the supervisor myself. They came back with "nothing we can do". So, I'm done with Princess, plenty of other cruise lines to give our business to.

My real issue is they canceled without attempting to notify me. And then didn't attempt to make things right. There a were mini-suites available, just not Reserve level that have slightly bigger balconies (no big deal) but come with other benefits. I offered to take a standard mini-suite if they would provide the other benefits which I would pay the Reserve level room price... forgoing the slightly better room. But their system wouldn't allow that... I'd even been happy with some specialty dining or other other non-room benefits... Mistakes happen, but the nature of the person/company is evident by how they handle their mistakes.

We had booked our 23rd cruise, this time with Princess which we've sailed with a few time previously, but not recently. We received a confirmation PDF for our Reserve, Mini-Suite, and had begun planning our excursions. A couple of weeks later, I logged into Princess to book some excursions that we had decided on, and low and behold there was not an active reservation on our account. After a few chats & phone calls, all I could find out was that Princess never changed the provided credit card for the initial deposit, and subsequently canceled the reservation without notice... No phone calls nor emails. The best the Princess could tell me was that I could rebook the cruise again on their website. Which would have been fine if they still have a Reserve level suite available, which they didn't. A few days after my last unfruitful attempt to get Princess to correct their mistake, I get a phone call from Princess, and I have a nice guy on the phone asking why I canceled... So after going back over all the details that I didn't cancel, Princess did and didn't even have the courtesy to notify me before hand so the situation could be address -- Like telling them to simply process the credit card they had on file. So, we ended the call with him saying he would see what could be done, and that he would get back with me. He did, but said that Princess was unable to do anything. I understand that mistakes happen and that technical glitches occur. What matters is what companies do when mistakes/glitches happen, and in this case Princess didn't even try to make things right. There are plenty of choices for where to spend my hard earned dollars, and there is no point in doing business with a company that doesn't even attempt to fix their mistakes.