Royal Princess Poop Deck

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#1
TX
1 Posts
Joined Sep 2017
My wife and I just returned from a 14 day cruise on the Royal Princess in the Med
Unfortunately we had a suite that had a plumbing issue and we literally had the smell of raw sewage until the last 2 days
They kept claiming it was from the bathroom not being clean, or a faulty seal on the toilet etc but eventually a ships officer told us that there was a ship wide issue with the water system and that it needed to be “flushed” once they did the “flushing” the smell of raw sewage dissipated
They did offer us compensation of a bottle of wine not to exceed $32.00 which we kindly refused.
Is there an advocate (we used American Express Platinum Travel to book)
Am I swimming upstream of is there something that can be done to get either a refund or a “free”trip for what we suffered
We spent apx $20,000 for this trip we planned almost a year ago
Thanks in advance for any suggestions
#2
2,268 Posts
Joined Feb 2002
I think a $32.00 bottle of wine is more than sufficient. How was your cruise impacted other than a "smell" Crying "foul" sounds like you want to be compensated for something that just happens....Opens the sliding door or go on deck..or next time get some VIPoo,to cover any smells.
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#3
1,350 Posts
Joined Oct 2002
More than an occasional whiff of 'Raw Sewage' is more than just a smell.
And, for almost two full weeks. : (
I would agree that Princess should have taken steps to correct and alleviate the problem.
The extent of the problem and the extended time-frame would def. be an issue for me.

Would I expect a full refund? Well, no.
But, trying to be evasive about the problem while it persists... day after day...

And, the impact that it would have had, for me personally.
A cheap bottle of wine.. ( Maybe something I could buy here for @20.00 )
NOT okay.
#4
Northern California
3,182 Posts
Joined Sep 2006
Since the problem went on so long before it was fixed, I think they deserve more than a cheap bottle of wine. Maybe not a free cruise, but maybe some OBC for another cruise.
#5
Seattle, WA
1,867 Posts
Joined Oct 2013
Originally posted by SugarLand58
Is there an advocate (we used American Express Platinum Travel to book)
Am I swimming upstream of is there something that can be done to get either a refund or a “free”trip for what we suffered
We spent apx $20,000 for this trip we planned almost a year ago
First, you need to be a LOT more forceful about the issue while onboard. If you were willing to stay in your cabin for the duration, it wasn't so bad as to expect a refund or free trip. And $20k for a 14-day trip? What all are you counting in that? Did you find some special deal where you could sleep in the captain's private suite? If you're counting anything besides the base fare, forget it, you don't have a leg to stand on.
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#6
362 Posts
Joined Aug 2017
Originally posted by myfuzzy
I think a $32.00 bottle of wine is more than sufficient. .
I disagree. 12 days of smelling poop on a vacation for which you ponied up $20K? A $32 bottle of wine which we don't even drink wouldn't come anywhere close to compensating for this problem.

P.S. I have an extremely sensitive nose.
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#7
COLORADO
59,527 Posts
Joined Jan 2004
Originally posted by SugarLand58
My wife and I just returned from a 14 day cruise on the Royal Princess in the Med
Unfortunately we had a suite that had a plumbing issue and we literally had the smell of raw sewage until the last 2 days
They kept claiming it was from the bathroom not being clean, or a faulty seal on the toilet etc but eventually a ships officer told us that there was a ship wide issue with the water system and that it needed to be “flushed” once they did the “flushing” the smell of raw sewage dissipated
They did offer us compensation of a bottle of wine not to exceed $32.00 which we kindly refused.
Is there an advocate (we used American Express Platinum Travel to book)
Am I swimming upstream of is there something that can be done to get either a refund or a “free”trip for what we suffered
We spent apx $20,000 for this trip we planned almost a year ago
Thanks in advance for any suggestions
Wow a free cruise????.....welcome to Cruise Critic.
What suite #.
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#8
Chico, California
9,566 Posts
Joined Sep 2012
Sadly my wife has to share a cabin with "an old poop" every cruise.

I can agree that a "raw sewage" smell is not to be tolerated but I would have been pretty adamant about the issue being addressed while onboard. I'm unclear how one spends $20k on a 14 day Princess cruise. Perhaps the OP is including airfare and hotels in that cost? Kenneling the dog?? No idea. It's definitely not just the cost of the cruise.
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#9
South Florida & Shenandoah Valley, VA
5,442 Posts
Joined Jan 2008
The one time we have ever had an issue raised to the HQ Customer Service level was also on the Royal Princess (soot making an owners suite balcony unusable and stained carpeting in the suite) we started with registering our complaint on board. They offered a paltry OBC and were not surprised when we turned it down. They then offered to open a complaint number with HQ customer service. When we returned I provided customer service an email noting the already open complaint number and calmly described the issues. Within 2 weeks (and this was over the Christmas holidays) HQ Customer Service proposed a substantial OBC for a future cruise (which we already had booked) that matched exactly what I had mind (mind you I was not trying to get a free cruise; I just wanted acknowledgement that a sizeable portion of the owner's suite wasn't usable for most of the cruise).

The moral of this story is politely complain to passenger services while on the ship, request that they open a complaint number with HQ Customer Service, take pictures (depending on the issue obviously) and keep a timeline (who you spoke with, when, results), and then submit a calm, straightforward complaint to HQ Customer Service.
#10
362 Posts
Joined Aug 2017
Originally posted by Thrak
I'm unclear how one spends $20k on a 14 day Princess cruise. Perhaps the OP is including airfare and hotels in that cost? Kenneling the dog?? No idea. It's definitely not just the cost of the cruise.
I was recently unpleasantly surprised by the price of kenneling our dogs for our thanksgiving cruise. IT was a small fortune for a week (more than we are paying for the cruise per person). For two weeks it would, accordingly, cost us the same as our cruise.
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#11
Atlanta
919 Posts
Joined Jan 2012
Originally posted by Itchy&Scratchy
I was recently unpleasantly surprised by the price of kenneling our dogs for our thanksgiving cruise. IT was a small fortune for a week (more than we are paying for the cruise per person). For two weeks it would, accordingly, cost us the same as our cruise.


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#12
1,916 Posts
Joined Jul 2009
Originally posted by Sea Hag
Since the problem went on so long before it was fixed, I think they deserve more than a cheap bottle of wine. Maybe not a free cruise, but maybe some OBC for another cruise.
I totally agree...some more compensation is needed.
#13
SF Bay Area
2,542 Posts
Joined Oct 2010
I don't think that asking for compensation is unreasonable and a bottle of wine certainly wouldn't do it.

This was a ship-wide occurrence?

I once was in a suite where there was a foul "sewer" type of smell in the bathroom. My husband told me that it was possible that the drain for the tub (separate shower) might have gone dry. This is something that happened once in the tub of our guest bathroom. Here's a reason - drains trap water, creating a seal or barrier that will keep sewer gas out of your home. If one of these drains is rarely used, such as in a guest bathroom, the water creating the protective seal will eventually evaporate. This is a formula for trouble that can allow stinky sewer gas to seep in.

When I ran water into the suite's tub, then let it drain, it never happened again. Not saying that this was the cause but sometimes people don't use the tub in their suites and still only use the shower.
#14
Colorado
729 Posts
Joined Feb 2006
Is this yet another joke like the one about a $2000 cell phone bill that is being blamed on Princess?! These first post posts from people complaining about these things has me wondering if someone is just having fun posting these complaints that seem unrealistic! I could be wrong but I would be suspicious of threads like this one.

Something about this thread smells
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#15
2,268 Posts
Joined Feb 2002
Originally posted by huskerdan25
Is this yet another joke like the one about a $2000 cell phone bill that is being blamed on Princess?! These first post posts from people complaining about these things has me wondering if someone is just having fun posting these complaints that seem unrealistic! I could be wrong but I would be suspicious of threads like this one.

Something about this thread smells
Dang, you beat me too it!!!!!
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#16
apple valley ca usa
3,002 Posts
Joined Oct 2002
Originally posted by myfuzzy
I think a $32.00 bottle of wine is more than sufficient. How was your cruise impacted other than a "smell" Crying "foul" sounds like you want to be compensated for something that just happens....Opens the sliding door or go on deck..or next time get some VIPoo,to cover any smells.
I bet you would be singing a different tune if it was your 20 grand.
#17
San Diego, California
5,110 Posts
Joined Dec 2001
OP.. Welcome to Cruise Critic.

I certainly hope you'll return and post the success of your $20,000 claim with Princess

Many here would be appreciative to hear those result's
Srpilo
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#19
West Virginia
277 Posts
Joined Apr 2011
I think I should have avoided the site tonight.....a $2,000 ATT Bill that was Princess' fault, a claim for a $20k free cabin and a revived 4 year old 'No' Royal promenade deck thread....

Hmmmmm


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#20
San Mateo, California
5,556 Posts
Joined Feb 2007
Dealing with an offensive smell for 2 weeks is not acceptable. I would have asked about changing cabins while on board, even to a cheaper cabin... then may ask from a refund of the difference. Can't believe they could not have made some more meaningful accommodation. We were flooded out by kids letting a batht ube over flow... causing our room to need a blower for 2 days... we did not complain but were give a free dinner at the Crown Grill, which had already booked... that was fine... things do happen but certainly Princess could have done better in the Op's case. When they have a problem they can not immediately fix... they do tend to act like the problem does not exist... we had this happen several years ago when we made the mistake of booking a cabin under the pool deck and had the cleaning crew above us every morning at 4am... when we complained they acted like they did not know what were talking about... of course they did... sounded like some one was rolling a cannon across the deck above us from 4 to 6 am every day.