Update by user Feb 17, 2020 Not resolved as their offer is in Princess favor. Original review posted by user Feb 17, 2020 My husband and I went on a 15-day Panama Canal cruise on Emerald Princess between December 18, 2019 and January 2, 2020. We experienced poor sanitation problem daily in our balcony room and also on the ship. With the serious spreading of coronavirus currently, we had to let others know the poor sanitation that we had to put up daily during this cruise, albeit our complaint to customer service when we were on the ship. The rug all over the ship was worn out and smelly. In our room, we had to breathe in the musty smell and even sewage smell. The smell was so bad that a lot of time we had to open the balcony door, in addition to the extreme hot weather during these 15-day Panama Canal cruise. Our bathroom had been overflooded twice due to leakage from the shower pipe and possibly from the toilet. Our toilet could not be flushed on three different days that we had to use public bathroom. The air conditioner was not running efficiently or stopped operating, which could be attributed to the engine failure, and at one time totally stopped operating, and had to use their backup system. The food was the same and seemed to be left over, and some of them were spoiled. Our room keeper had sent someone from maintenance to fix the problem in our bathroom. However, the maintenance person did not follow through after telling us that he need to replace a new part in order to fix the problem. There was at least another room two doors from us had plumbing problem and needed to be fixed. We were on the 14th floor, and there were passengers on the 9th floor complaining about the sewage smell. We went down to the guest service and complaint to them about the musty and sewage odor as well as the leakage in our bathroom since these problems were not fixed, but they told us that we had only complaint twice about these problems. The fact that Princess cruise used to be reliable and enjoyable. In the last few years, we heard so many complaints especially about their sanitation, food, and services even on other Princess cruise. We DO NOT BELIEVE that the spreading of coronavirus, which requires quarantine, was caused by Princess Diamond. However, Princess Cruise should ensure that their ships are cleaned and that they should have provided a safe and sanitized environment. They should enforce strict sanitary rules in the buffet dining area, and oversee at all times that the passengers are not allowed to pick the food with their hands. Their staff should put on a mouth guard when bringing food to the public area, and they should not talk while carrying the food without a mouth guard. They should remind the passengers not to take their time talking while holding the serving spoon and simultaneously making decision if they should put the food onto their plates. Many returned and new Princess passengers were very unhappy about this 15-day cruising and made similar complaints, especially poor sanitary environment. The returned passengers told us to put these bad experiences in the survey. It took us more than two weeks for your corporate customer services to get back to us. If our travel agents had not intervened, we would probably not be hearing from Princess. On January 20, we finally was able to speak to Katie A#PC0279 at the corporate office. She sounded authoritative and rude. She refused to reveal her last name and to give out the name her manager. Katie told us that she was the only one responsible for handling complaints. (If our telephone conversation was recorded, it is worth to listen.) Katie told us that she would give us each $500 credit for future cruise, albeit our assurance of not taking any future Princess cruise. We asked her to waive our gratuity and/or to credit back $500.00 each to our account, but she refused It will be our first and last time going on a Princess cruise. We had taken quite a few enjoyable cruises from other cruise line, mostly Celebrity. We wonder how Princess Emerald ever passed health inspection, especially Princes claimed that this ship was refurbished last year? It is fair to ask one of the Princess Cruises executives to spend 15-day cruising the Panama Canal on their Emerald ship and share our bad experiences. Sorry to write this negative details, but it was the truth! John and Josephine McAfee