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View Full Version : So tell me about this awesome DCL service...


allonte
01-15-2011, 07:52 AM
Everyone keeps talking about this great DCL service that you can't ever get anywhere else. Now, I'm picturing different CM coming up to me every 3 min. asking if I need anything as I lounge in my chair on the deck. Personally, that would annoy the crap out of me. Tell me that's inaccurate.

OrangeCountyCommuter
01-15-2011, 08:12 AM
Well.... you won't have to worry about that

Honestly, the service was good, but it's not that "outstanding". For example, at a real "deluxe" hotel someone sets up a lounge chair for you. Not going to happen on DCL (unless maybe you are concerige at the private sun deck) There MAY be a wait person wandering around the pool. (We always found it easier just to go to the bar) At the buffets they are good about cleaning the tables etc. Dinner service was fine. Sometimes it's great, but it was never bad.

The people taking care of my room were great. Rooms were well cleaned etc...

That said, I can't say I recall a big difference between DCL's service and that on other lines I have sailed. (OK. I take that back. Years ago I cruised the old Olympic Cruise lines... DCL beat it by a mile, but of course it was 1/4 of the price... I knew what I was getting!)

verygfy
01-15-2011, 08:17 AM
:rotfl::rotfl::rotfl:, It's hard to put Disney service into words, Disney has a way of making the little things great. Don't worry they are not about coming up to you every 3 minutes asking if you need something and are you ok!! But they are all about making your trip pleasant, fun and magical. When my daughter lost her Mickey on the ship, I thought for sure it was gone and we would just have to buy her another one, we stopped by lost and found basically thinking they would say sorry no one turned it in, instead one of CM's had turned it in and the CM who looked for it not only gave it back to my DD they made up this whole ordeal as to how Mickey got lost and it just made her day. It's silly really, but for DD she smiled all day and told the story to everyone she could. when we told our room steward that it was lost and if he found it while cleaning could he place it on the desk, he said oh no let's look for it now, he came in the room pulled down the bed above and flipped the couch up, lifted up the bed he was amazing, especially how he dropped everything to help us find it. I am in customer service for a living so when I go on vacation I want to be treated the way I treat people 52 weeks out of the year, and Disney is one of the few companies that I have found will treat me that way!! Hope you have a great vacation.

kkmcan
01-15-2011, 08:31 AM
The servers remember our names and our likes and dislikes. Ds had mac n cheese for every dinner and the waiter always remembered to bring him an extra one as he liked seconds.

I also loved how our servers spent time talking to us. They entertained the kids with jokes and magic tricks. They told us about their lives.

One CM took me personally thru the buffet line as I was wondering if they had mac n cheese there for my son for lunch. He got my food and then carried the tray out to our table near the pool.

If there is anything you need or want, you just ask. They do everything possible to get you what you need, within reason of course.

bbn1122
01-15-2011, 08:39 AM
Service with a big smile and a can do attitiude.

You come first. They make the place feel magical...the pixie dust.

I think the thing most people talk about that makes a difference is when there is a problem or concern. And let face it 95% of the time no problem, but there will be that situation for cruisers where something is not to their standard or something needs to be fixed. That is where Disney is tops, over and over again I have heard on these boards where the CM's went above and beyond to make things perfect.

I thought the dining room staff was amazing we had Brendan from South Africia and Ezkieal from Spain and we were in love with them. Our server Andrea from Croatia at Palo, who we had for brunch and dinner was incredible.
She made our experience unbelievable.

I can not wait for my 3 day in August. I can not wait to book my 50th birthday cruise while on board.....DCL what a wonderful group of human beings.

:thumbsup2:thumbsup2:thumbsup2

Mrs. Gumdrop
01-15-2011, 08:50 AM
A few examples of what I love about DCL service:

Our first cruise was a NOV. Western, and it got a little chilly at night. After the Pirate party, my husband and I grabbed deck chairs to watch PotC on the Ariel View and the breezy was really whipping. Brent (Cruise Dir.) and Christian (Asst. CD) were scurrying around adjusting chairs and handing out warm towels. We felt taken care of and it was unexpected to see such high-ranking cast members down in the trenches.

95% of the cast members on the ship will greet you with a smile when they encounter a guest in the halls, or anywhere around the ship. I truly felt that the CMs are glad you are there.

Ponz! Ponz is one terrific CM on the entertainment team who always remembers your name. He made a point of learning my DMIL's difficult name (as well of those of the whole family) and then greeted us by name for the rest of the trip. It is a simple thing to do, but it made us feel special.

Our last state room host made a point of making sure our door magnets stayed in place. We had a number of small, light magnets that loved to fly off the door with the slightest breeze (we often had the veranda door open). Our host was forever replacing the magnets that flew away, when we were around and sometimes when we weren't. It was above and beyond.

All the CMs work so hard and are so kind and gracious. Personally I think they are amazing.

epcotrulz
01-15-2011, 08:57 AM
We have no kids' so I can't speak for the Mickey/Goofy pool, but you do not need to go up to the bar for your drink at Quiet Cove. They stay on top of you there (not in a bad/annoying way), I love not having to leave the hot tub and having my frozen concoction delivered to me there.

We told our dining room server that we really liked the tomato soup from Lumiere's and we had it every night (it was a twelve night Med cruise). On top of that, he knew we liked to go to the bars and "stay out" late so he always gave us a to go package for later.

Whenever we walked into WaveBands/Rockin Bar D, the bartenders would call us by name and make sure to have our favorite beer iced down.

That reminded me, one day Quiet Cove ran out of Miller Lite, the server called around to different bars to see if they still had some, the server rounded them all up at Quiet Cove for me.

I could keep going, but I think you get the point . . .

petunia
01-15-2011, 08:59 AM
I think there are several reasons why DCL is great in the customer service dept...but here is just one story. Last year when we got to MCO, one of our suitcases had completely busted open, we found it with rope wrapped around it to salvage what what left in it. It was almost midnight and we were to catch our cruise in the morning. We shifted everything from that case divided into all our others and packed them "jammed packed" at this point. We too DCL transfers so I believe the next time we saw our luggage was in our stateroom. Well, I suppose the "extra" stuff we had packed to compensate for the unusable suit case had caused another one to rip quite a bit. At this point we were completely down one case and another was now busted. We called guest services to ask if they had a sewing kit or duct tape, as dh was going to try and salvage the ripped one. The mad told him they have a seamstress onboard and to leave it on the bed and they would take care of it...the next day, we got our ripped suitcase fixed very well and a brand new DCL large suitcase along with a note from Jay at guest services...we were so impressed...they went above and beyond what they needed to do to help us: )

KSDisneyDad
01-15-2011, 11:36 AM
Your question has been answered about service that is over the top annoying.

I just want to add that DCL service is hyped up to the point where expectations may be set too high. We have had great service each cruise, but not what I would consider excellent service in all facets.

I point this out simply to so that expectations are not set too high. You may find yourself frustrated with an assistant server who doesn't refill glasses quickly enough or seems less than stellar. Or it could be a room steward that isn't the best. Or it could be an encounter with guest services, etc. that isn't what you expected. In other words, if your expectations are too high, you may be setting yourself up for disappointment.

5lilfish
01-15-2011, 11:41 AM
A few examples of what I love about DCL service:

Our first cruise was a NOV. Western, and it got a little chilly at night. After the Pirate party, my husband and I grabbed deck chairs to watch PotC on the Ariel View and the breezy was really whipping. Brent (Cruise Dir.) and Christian (Asst. CD) were scurrying around adjusting chairs and handing out warm towels. We felt taken care of and it was unexpected to see such high-ranking cast members down in the trenches.

95% of the cast members on the ship will greet you with a smile when they encounter a guest in the halls, or anywhere around the ship. I truly felt that the CMs are glad you are there.

Ponz! Ponz is one terrific CM on the entertainment team who always remembers your name. He made a point of learning my DMIL's difficult name (as well of those of the whole family) and then greeted us by name for the rest of the trip. It is a simple thing to do, but it made us feel special.Our last state room host made a point of making sure our door magnets stayed in place. We had a number of small, light magnets that loved to fly off the door with the slightest breeze (we often had the veranda door open). Our host was forever replacing the magnets that flew away, when we were around and sometimes when we weren't. It was above and beyond.

All the CMs work so hard and are so kind and gracious. Personally I think they are amazing.

This guy is amazing. We've "known" Ponz since he was in a blue jumpsuit. Not only did he remember my name after a short (very friendly) conversation in the hall, he remembered my name a year later when we cruised again. I am so happy DCL took note of how good this guy is. It was great to see him promoted.

Brent and Christaiin remembered us too. As a matter of fact, usually when we first run into them, they say something like, "Hey. I figured I'd run into you soon. We've already seen Andrew" (our son...who tracks down all past cruise CM's). This is what I like about the service. My whole family really feels connected to the CM's because they go out of our way to make us feel connected.

Jess

mkmommy
01-15-2011, 11:54 AM
I work in the hotel industry so I know service and I find the amazing part of DCL service is it does not come across as phony, the staff really want you to feel special and I think they do an amazing job with the kids.

Last cruise we were waiting in line to get pictures with Minnie and there was a family in front of us with a little girl about 6 months old, and Minnie was so wonderful with the little girl and the pictures the parents got would have been special. My daughter said to me I wish I went on a cruise when I was that age as they have so much fun with the characters.