Princess Cruises complaints

We were offered a package that included a hotel for 5 nights and a $600 resort fees for future vacations valid until 2026 which also included our cruise for $3999. We got the bill for the $3999 in May 2025, which we paid in full, then at the end of June we received an email stating we owe an additional $680.00, we called back and they stated that we still owe money for the cruise and the package. They told us it was too late to cancel, they said we only had 7 days to cancel, and that we still owe the money. We disputed with our credit card company, there was no written contract, it was all verbal. They said after 90 days we could not cancel. The credit card company stated I did not have enough proof and dismissed my claim. We ended up going on our cruise because we could not cancel, we asked if we could break the nights up from the package and he said yes, but when I tried to book a portion of the nights, they told us we could not break the days apart. I had to end up pay out of pocket for my second hotel. I was only able to use 2 nights of the 5-night stay. And the $600 credit was also misrepresented. No information was available online for review no written contracts given. Resolution Sought Refund of $999.00 for the package or give me the 3 nights they owe me

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We were going to book a cruise for 4 to Japan, they offered a price $3648.00-they stated they had a promo and could offer the same cruise with future cruise credits and the cost would be $3000.00 and a $100.00 on board credit 5-night premium land stay and 600 hotel credits for a total cost of $3999.00. We spoke with Caleb, we asked questions to make sure we understood everything to ensure we understood. He assured us it was all for only the $3999.00 – we booked the cruise and gave our cc numbers; the charge was placed on our cards on 5/30/25 -I received a sales order of being fully paid with a zero balance on 5/29-we also received our itinerary and the promo package. 6/23/25 I received a cancellation notice – and that we would receive a charge of $907.34 to cancel. 6/26 they sent us a booking notification with a balance of an additional $2776.66 due 6/26 so I called them to find out why we are getting additional fees, they said it was the cost and we just didn't understand the promo. 6/27 I sent an email that we were in disagreement and we wanted our credit back of $3999.00 on 7/2 I filed a dispute with our credit card-the cruise is set to sail 9/20-9/29- I have not received a refund. they sent a letter stating it would take 90 days to come to a decision. 8/25 I get a notification from Princess Cruises that they cancelled us out and charged us $907.34. 8/26 I contacted Princess Cruises and they were supposed to escalate the situation and be resolved 9/25. Resolution Sought A refund or allow us to book a cruise using our credits without additional charges with additional promos promised

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We received a phone call, we tried to call back, the message we received on 11/21 stated they were going to give us 3000 FCC and that we needed to book by 11/29/26 and travel by 05/29/27-nothing in writing and they are not returning our calls. I want this in writing. They did not answer my questions regarding a refund or late fees returned. Are they going to charge us additional fees? To please respond to all of our questions in our previous email.

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