This was our first cruise, and based on online research, we decided to use a travel agency that specializes in cruises. We were matched with an agent at CruiseHub, Sam Miller, who assisted us with the booking process.
Initially, the quoted price was approximately $500 less than booking directly through Princess, which was appealing. During the booking process, however, the specific room at that rate became unavailable, and we ultimately secured a reservation that was about $100 less than booking direct. We decided to proceed with CruiseHub because of the savings.
Before finalizing, I also contacted Princess directly to ask general questions about room selection. Their representatives were very thorough and offered detailed guidance about cabin location, noise considerations, and layout recommendations. That conversation was very helpful in shaping our decision.
Once our deposit was paid through CruiseHub, our experience changed significantly. Communication became difficult. The primary way to receive support was by contacting our assigned agent directly via text or phone, rather than a general customer service line. After booking, responses to our questions were often delayed, very brief, or sometimes did not come at all unless I followed up multiple times.
Our questions were fairly straightforward (for example, asking about insurance coverage and price adjustments). At one point, the cruise price decreased through Princess, which advertises a price guarantee. I asked whether that would apply to our booking through CruiseHub, and was told it would be looked into, but I never received follow-up.
Over time, we felt more comfortable contacting Princess directly for questions because their customer service was consistently available during business hours and very responsive.
Ultimately, we decided to transfer our reservation to book directly with Princess instead of continuing through the agency. As first-time cruisers, we were looking for consistent guidance and accessible support, and in our experience, we did not receive that after the deposit was made
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