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Old 06-23-2009, 07:39 PM   #1
DisneyD
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Trip Report: Has DCL lost its Mojo?

First, let me begin by saying that I'm a huge fan of Disney and our first Disney cruise 6 years ago was outstanding in every way. So, it's difficult for me to complain about the poor cruise (June 14-18 Disney Wonder, 4 night) that I just returned from.

Guests: Me, DH (44), DD (12), DD (11)
Traveling buddies: DH (45), DW (43), DS (11), DD (7)

The ship: I know it's getting older, and Disney is concentrating their efforts on the Magic and the new ships, but this ship could really use an overhaul. There was a foul smell in our hallway outside our door during the entire cruise. The curtains in the stateroom were terribly faded and the bathroom floor needed a really good scrubbing. There was also a moldy smell in the room the entire time.

Meals: What a shock! The only good meal we had was at Palo. The others, not so good (and that's what I was looking forward to most on our return cruise). The servers kept pushing particular dishes each night and seemed rather miffed when we chose to order something else. I suspect that the chefs had cooked the suggested course in large quantities to move people out faster, so that's why they were pushing it. On the few nights we went with their suggestions, it was downright awful. Steak had a ton of fat on it. The only saving grace was the desserts. Those were outstanding.

Servers: On our first cruise, I actually tipped 25 percent because we had such wonderful service. Not this time, though. I felt guilty leaving the minimum because they clearly didn't deserve it. The assistant and head server weren't very friendly (no casual bantor or a "how was your day?) to us or to each other. It's almost like they didn't like being paired together. I could sense it and so could the other family we were traveling with.

I asked how long they had been on the ship, thinking that maybe this was their first contract and they were new at this (which would partly explain the slow service). But it was their 3rd contract. Shouldn't they be experts by now?

Also, my iced tea glass sat empty for 30 minutes. I had to track down the assistant server for a refill. I looked around the dining room to see if he was just caught up at another table, but he was nowhere to be found. There were some meals when several members in our party never got their ordered drinks. A quick glance at other tables in our section revealed that I wasn't the only one not getting refills. When the food arrived, it was often lukewarm, like it had been sitting for a while.

And what about that bottle of wine?
The family we traveled with ordered a bottle of wine for my DH and I the night we dined at Palo, but it never arrived. When the DH discovered this, he called Guest Services. This happened on night 2 of our cruise. By Day 4 of the cruise they finally sent that bottle of wine; in the middle of the day to our stateroom. Now, we had a bottle of wine to lug home.

Disney Dreams: The show is great, if it works. About 3/4 of the way into it the action stopped. Hydraulics malfuntioned and the big hole on the stage wouldn't close. So, they shut down the show for about 20 minutes. I know that these things happen, but aren't they checking these things in advance? The night before was a movie showing, not a stage show, so there was plenty of time to check equipment, etc. The show never really got its momentum back.

Disembarkation Day:
We were assigned Triton's at 7 a.m. We settled in for what we thought would be a nice breakfast. Imagine my surprise when the 2 pancakes and 1 waffle I ordered arrived. They were tiny microwave pancakes that were cold and rubbery. The person who ordered eggs barely got one scoop (and they were terribly runny).

The real kicker happened when we went to get our luggage. This is an area Disney needs help on and I will post about this in another thread. A baggage handler that Disney subcontracts grabbed my bag, gave it to another family and I spent an hour looking for it. It was finally located (only because the family called once they had reached Tampa) and Disney PROMISED I would have my bag at home by Saturday (we disembarked on Thursday). But, since Disney didn't provide the billing info UPS wouldn't pick it up nor would Disney give me the contact info for the passenger who had my bag (got that from UPS and then googled them for a phone number; I got lucky. We've been talking and they said they've been given the run around from Disney. They've waited for 4 days to have my bag picked up). Now they're saying my bag should arrive tomorrow. Disney claims this happens all the time so if it does, why didn't they already know the billing code that UPS wanted so they could pick it up? Disney was paying for it. I feel I got the runaround.

There were plenty more things about this cruise I could tell you about, but I'll stop here. I spent $4800 to take my family on this cruise and another $800 on excursions, etc. I feel that Disney let me down big time. As for the other family, they were even more disappointed because it was their first (and now last) Disney cruise.

Sorry this is so long, but I'm just really depressed about this whole thing. I expected to come off a vacation high as a kite with giddiness, instead it's just been a so-so experience. I'm not used to this from Disney.

Comments anyone?
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Old 06-23-2009, 07:47 PM   #2
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where was your room?

We were on the Wonder in Dec and going again soon and didn't notice the wear.

If you get a bad serving team it does make for a huge letdown-we had one one time and did complain immediately-they did not get better, but the head server came every night and checked on us and got us drinks and extras to try and make up for it.

Just got off the Magic and was not crazy about the food either, would have liked something simple, but good.

Sorry your trip did not meet your expectations
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Old 06-23-2009, 07:57 PM   #3
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Quote:
Originally Posted by DisneyD View Post
First, let me begin by saying that I'm a huge fan of Disney and our first Disney cruise 6 years ago was outstanding in every way. So, it's difficult for me to complain about the poor cruise (June 14-18 Disney Wonder, 4 night) that I just returned from.

Guests: Me, DH (44), DD (12), DD (11)
Traveling buddies: DH (45), DW (43), DS (11), DD (7)

The ship: I know it's getting older, and Disney is concentrating their efforts on the Magic and the new ships, but this ship could really use an overhaul. There was a foul smell in our hallway outside our door during the entire cruise. The curtains in the stateroom were terribly faded and the bathroom floor needed a really good scrubbing. There was also a moldy smell in the room the entire time.

Meals: What a shock! The only good meal we had was at Palo. The others, not so good (and that's what I was looking forward to most on our return cruise). The servers kept pushing particular dishes each night and seemed rather miffed when we chose to order something else. I suspect that the chefs had cooked the suggested course in large quantities to move people out faster, so that's why they were pushing it. On the few nights we went with their suggestions, it was downright awful. Steak had a ton of fat on it. The only saving grace was the desserts. Those were outstanding.

Servers: On our first cruise, I actually tipped 25 percent because we had such wonderful service. Not this time, though. I felt guilty leaving the minimum because they clearly didn't deserve it. The assistant and head server weren't very friendly (no casual bantor or a "how was your day?) to us or to each other. It's almost like they didn't like being paired together. I could sense it and so could the other family we were traveling with.

I asked how long they had been on the ship, thinking that maybe this was their first contract and they were new at this (which would partly explain the slow service). But it was their 3rd contract. Shouldn't they be experts by now?

Also, my iced tea glass sat empty for 30 minutes. I had to track down the assistant server for a refill. I looked around the dining room to see if he was just caught up at another table, but he was nowhere to be found. There were some meals when several members in our party never got their ordered drinks. A quick glance at other tables in our section revealed that I wasn't the only one not getting refills. When the food arrived, it was often lukewarm, like it had been sitting for a while.

And what about that bottle of wine?
The family we traveled with ordered a bottle of wine for my DH and I the night we dined at Palo, but it never arrived. When the DH discovered this, he called Guest Services. This happened on night 2 of our cruise. By Day 4 of the cruise they finally sent that bottle of wine; in the middle of the day to our stateroom. Now, we had a bottle of wine to lug home.

Disney Dreams: The show is great, if it works. About 3/4 of the way into it the action stopped. Hydraulics malfuntioned and the big hole on the stage wouldn't close. So, they shut down the show for about 20 minutes. I know that these things happen, but aren't they checking these things in advance? The night before was a movie showing, not a stage show, so there was plenty of time to check equipment, etc. The show never really got its momentum back.

Disembarkation Day:
We were assigned Triton's at 7 a.m. We settled in for what we thought would be a nice breakfast. Imagine my surprise when the 2 pancakes and 1 waffle I ordered arrived. They were tiny microwave pancakes that were cold and rubbery. The person who ordered eggs barely got one scoop (and they were terribly runny).

The real kicker happened when we went to get our luggage. This is an area Disney needs help on and I will post about this in another thread. A baggage handler that Disney subcontracts grabbed my bag, gave it to another family and I spent an hour looking for it. It was finally located (only because the family called once they had reached Tampa) and Disney PROMISED I would have my bag at home by Saturday (we disembarked on Thursday). But, since Disney didn't provide the billing info UPS wouldn't pick it up nor would Disney give me the contact info for the passenger who had my bag (got that from UPS and then googled them for a phone number; I got lucky. We've been talking and they said they've been given the run around from Disney. They've waited for 4 days to have my bag picked up). Now they're saying my bag should arrive tomorrow. Disney claims this happens all the time so if it does, why didn't they already know the billing code that UPS wanted so they could pick it up? Disney was paying for it. I feel I got the runaround.

There were plenty more things about this cruise I could tell you about, but I'll stop here. I spent $4800 to take my family on this cruise and another $800 on excursions, etc. I feel that Disney let me down big time. As for the other family, they were even more disappointed because it was their first (and now last) Disney cruise.

Sorry this is so long, but I'm just really depressed about this whole thing. I expected to come off a vacation high as a kite with giddiness, instead it's just been a so-so experience. I'm not used to this from Disney.

Comments anyone?

We have also seen the changes in Disney - we are sailing on our 8th Disney cruise in approx. 3 weeks, and I'm really not looking forward to the choices of food, like in previous years. We are seriously now looking at RCCL or Holland America again.... We are Disney lovers (own DVC) so this is really hard for us to give up this cruise line.
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Old 06-23-2009, 08:00 PM   #4
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I haven't been on the Wonder since September 2007, so can't really comment on that. But when I was on the Wonder last my servers weren't the best hope servers I have in August are better.

How was the cruise staff on the cruise? ever cruise I have gone on I have become friends with like all them, so if they are still cool and chill I don't have to worry about not having a good time
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Old 06-23-2009, 08:10 PM   #5
sharen24
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When we cruised on the Magic last December our serving team was very average. It became our running joke because my husband NEVER got his 2nd glass of wine at dinner no matter who he asked for it. The food was also very average except for Palo. We just went on a Carnival cruise in May and were very impressed with the food. Our servers were OK, but not great. Reading comments from others here, I kind of feel like we (us and you) got the short end of the stick. I'm hoping that we will have a better serving team in November. Sorry your trip wasn't all that you had hoped for.
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Old 06-24-2009, 06:18 AM   #6
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Don't get me wrong I too, love DCL and are leaving Saturday on a Western 7day but I'm crossing my fingers. Last June on our 4nt we had servers that again, did not work together...they didn't remember or write down our names...they didn't interract with our kids (as they did others around us)...they would make napkin animals for everyone but us. I said I guess we were just too danged intimidating or something...haha!...but it was the coldest servers we'd had.

We also complained about workers on the Goofy pool deck drilling out screws with metal shavings going in the pool and the deck where the kids were playing...as my ds stepped on one.

I also notice the drink station ice machines were broke and DCL supplied what my kids called "recycling bins" full of ice...sometimes a CM was there getting ice for you but most of it not. If you didn't know the ice was in the bin you left without.

We did leave the ship with our comments in hopes to improve the areas we stated....but still loved the other qualities and service DCL offered.
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Old 06-24-2009, 07:47 AM   #7
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Hi thanks for the review.
I have been on 4 cruises with 3 different cruise lines. I have found the food in the Dining rooms are just OK. I have never thought the food was "wow". So we started to skip the MDR's. On the Radiance of the Sea, we ate at the extra cost restaurants. The food was fabulous. The buffet at dining time was also very good and fresh. I went on the Wonder two years ago and I also felt that the Dining Room food was just OK. But the buffet area was turned into a sit down casual dining and the food was made to order. And it was great. I guess my point is that we still enjoy cruising, but not for the dining room experience. I think of MDR experiences like good wedding food. Just look at the logistics of getting the food to the table for 3000-5000 people. And the bigger the ship, I have found the food is more plain. I am not surprised by your disappointment. It you go on cruisecritic.com you will read that many cruisers are finding cut backs in the food and dining experience.
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Old 06-24-2009, 08:14 AM   #8
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We were on the June 14 Wonder as well. We noticed a few of the same issues as you did. There was a really bad smell on deck 9 on Nassau day. We couldn't tell if it was coming from the harbor or from the ship. It was gone the next day. Also, the breakfast on debarkation day was very disappointing. I ordered Cream of Wheat and it was cold and watery - obviously instant and not made correctly. Everyone else's b'fasts were small portions and not tasty at all.

Our dining room server was a bit moody - friendly one day, distant the next - but our assistant server more than made up for it. She was very upbeat, kept our glasses full and remembered our preferences. I thought the food was pretty good with one exception. In Parrot Cay I had the ribeye which was fine. The potato that came with it tasted just like it came out of a box. It was terrible! Other than that I was happy with the food - especially in Palo.

Our room was in great condition and was kept very clean throughout our cruise.

We went to the early show of Disney Dreams which had no technical issues. I do know that this is a highly technical show and on a previous cruise we were held up from entering the theater because of a problem. I can imagine a stop mid-show would be very distracting and disappointing.

Overall I didn't notice a decline from previous cruises - this was my fifth. And character interaction was the best of any cruise I have been on. But it is clear that there are problems with consistency. Some people have a great room and servers, and others not so much. Hopefully some time in drydock will help.
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Old 06-24-2009, 08:52 AM   #9
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I'm so sorry you had a letdown vacation experience. I've been telling my kids for 8 months how great this is going to be....maybe I should start preparing them for mediocrity.
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Old 06-24-2009, 08:59 AM   #10
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Quote:
Originally Posted by Narnia_girl View Post
I'm so sorry you had a letdown vacation experience. I've been telling my kids for 8 months how great this is going to be....maybe I should start preparing them for mediocrity.

NO, don't tell your kids that - IF they've never been on a Disney cruise before, they will love it!
Even with the downfalls, my DH and I can't convince our kids (17 and 22) to try another cruise line!

Stated well: don't go on Disney for the food, go for the disney experience - it is great.
Also let me state here, we've never been disappointed in our cabin stewards.
they are very hard workers.
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Old 06-24-2009, 09:25 AM   #11
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Thank you DisneyD for being so honest and having the guts to post your bad expierence. I'm always reading about how great disney is and how they wouldn't sail on no other cruise line(which I think is crazy not to give someone else a chance or do something different) and that you're going to have a great time and that the kids will love it. In reality everything is not always great and sometimes people do drop the ball.

AND YES EVEN DISNEY.
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Old 06-24-2009, 04:34 PM   #12
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couple of things to note.
disney has recently changed management at DCL and when you get new management you get changes. also Disney is already starting to staff and train for the new ships. New hires usually begin training on the wonder, and that could be why there is so much inconsistency among the staff right now. I hate to suggest that with all the changes going on at DCL, cruisers need to have a little bit of patience and try and go with the flow. IF there is something that happens that doesn't get taken care of, or if there are changes that you don't like, by all means complain. otherwise things won't change. oh and if i remember right, the wonder is scheduled to go into drydock this fall, so hopefully things like faded curtains will be taken care of then.
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Old 06-24-2009, 05:22 PM   #13
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Thanks for the info everyone. I was just really disappointed this time, especially with our servers.

By the way, I still don't have my luggage and my ship docked a week ago!
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Old 06-24-2009, 07:38 PM   #14
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I'm sad to say this, but I agree with you...

We returned from our Magic cruise a little over a month ago and felt the same way. Our first cruise was AMAZING in every way! I can't remember a single complaint from that trip. Our most recent cruise wasn't bad...it just didn't wow us (and that was coming off of two Carnival cruises).

We did book another "dummy date" cruise onboard (mainly to secure the discount), but I have been seriously thinking about getting my money refunded. We don't care much for the Disney Caribbean/Bahamas itineraries and aren't that fond of paying "Disney" prices to be on a 12 year old ship in Alaska/Mexican Riviera.

It breaks my heart to feel this way, but I think that Disney has really lowered their bar... We'll probably stick to Disney on land and other lines at sea unless some major changes start to materialize.
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Old 06-24-2009, 08:44 PM   #15
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I think you have every right to be upset. Things happen and sometimes we have to roll with it but when you book a DCL you expect top notch quality and service. When I was debating on whether to book a DCL, I asked disboard because in my mind I couldn't justify the cost when I have sailed with RCCL and Carnival for cheaper. The constant response was you get what you pay for. Well now as a mom, I know my daughter would enjoy it and I booked during the off season so it was considerably cheaper. But I must tell you I have high expectations. I am grateful for this thread because while I still have high expectations, I can lower the bar....slightly
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