BrettySpaghetti
Mouseketeer
- Joined
- Jun 4, 2008
- Messages
- 99
This was my fourth cruise. Another splendid vacation, but with a number of concerns I am addressing in an open letter to DCL (see below). I hope I can get this letter in front of the correct people. We had excellent weather and mostly steady seas; only on the first night (Thursday) did the motion on the ship become increasingly rocky-and-pitchy, causing my companion to become queasy and resulting in a premature departure from Palo. Fortunately, we had a return visit this this quintessential restaurant on Saturday night.
For more on the highlights and lowlights, read on.
TO: DISNEY CRUISE LINE
Oct. 31, 2009
I have just concluded my fourth cruise with DCL, and as I have done following my previous vacations, I am furnishing you with a feedback letter containing various commendations, praises, observationsand a few suggestions.
The main reason I continue to write to you is that I feel the "comment card" that your customers are encouraged to fill out on the ship falls somewhat short of adequate room with which to completely convey my compliments and criticisms. Although I have never received any kind of acknowledgment to any of my lettersand I've never noticed any changes based on my feedbackit is still my hope that you will at least pass along my praise to those cast members who helped to make my vacation truly magical.
I was on one of the first Wonder cruises following its refurbishment in drydock, sailing Oct. 22-25 out of Port Canaveral. The most obvious physical change I observednot counting the all-new Outlook Caféwas in the Cadillac Lounge, where the piano (and its platform) were relocated away from the lounge's front doors, which always caused a bit of a noise and commotion conflict. By placing the piano in the back, patrons are free to come and go without distracting the performer or those of us who are lounging. It's my hope that you will make the same alteration in the Magic's Sessions lounge, assuming you haven't done so already.
The Wonder is still my favorite place in the world, and the crew members are the friendliest, most helpful and understanding people I have ever encountered. If you take away nothing else from this letter, please let it be that the reason I keep coming back to Disney Cruise Line is because of your crew, from the stateroom hosts and Guest Services clientèle to those working in the Vista Spa and on Castaway Cay. Each time I sail with you, I find I am consistently impressed by the pains your staff takes in making sure I am happy. Even after a cast member earns his or her ears, they act like they're still earning them. That kind of dedication to customer service is deeply appreciated.
In particular, I would like to single out a few of the individuals who went above and beyond the call of duty to make my vacation even better than I anticipated.
Cruise director Christiaan was not only informative and humorous in his video tutorials, stage appearances and announcements, but he was always very approachable and delightful in person and a great joy to chat with.
On Castaway Cay, a woman named Tisa energetically and enthusiastically hosted the Crab Races in such a way that got the crowd to their feet and excited to participate. She seemed to be having the time of her life, and her joie de vivre was contagious.
At Guest Services, Zoe was extremely helpful and friendly. Her ability to straighten out all of my problemsmostly self-createdwas nothing short of phenomenal.
At Palo, it is impossible to overemphasize the sheer warmness, care and downright love we felt from our waitress, Julia. She is not only the best server on your ships, she is the best server on the Planet Earth.
The walking tours of your ships, particularly the Art of the Theme, are absolutely indispensable. Please continue to make these available, as I always look forward to taking them. Every time I do it, I learn more about your magnificent fleet! And please also continue to offer special pin-trading events.
I continue to be extremely impressed by the great variety of shore excursions you offer, not only on the Bahamian route, but in every port of call I've traveled to with Disney. Please continue to do your usual great job of making so many wonderful activities available to your passengers. Finally, I want to take a moment to applaud your live theatrical and piano-lounge shows. All of your live entertainment is spectacular, whether it's Toy Story: The Musical, with its large cast, or J.D. Daniel tickling the ivories in the Cadillac Lounge. I must admit that I miss the live musical entertainment you used to offer in the Promenade Lounge (i.e., Chuy and Danielle), which I can only assume has been discontinued.
Now please allow me to put on my other hat, and offer some criticisms I hope will be viewed as constructive.
I vow to continue griping about this until you rectify the situation. Disney is usually so reasonable about everything it charges, from the cost of the cruise down to the autograph books sold in the Treasure Ketch, that the astronomical cost to purchase photos at Shutters strikes me as preposterous in comparison. Now, I do realize you've got to make your money somewhere, but when you stop to consider how many photos ultimately get thrown in the trash can, wouldn't it make more sense to lower your prices, howsoever slightly, down from nearly $100 for five 8x10s, so that more people could take home their memories? It stands to reason that if more passengers could afford to buy their photos, you'd make up the difference in volume and still make a profit. Please, kind DCL staff, lower the photo costs and send home more of your passengers with these excellent pictures. I am by no means suggesting that you lose a single penny on this dealyour photographers are top-notch and the photo quality is superb! I am merely suggesting that you figure out a way to make the photos more affordable while still raking in a tidy profit and sending more cruisers home with their pictures, rather than sacrificing so many to the landfill. I always hear more than a few of my fellow passengers discussing this issue.
This was the first cruise I've taken where I noticed a lot of bothersome maintenance and busywork going on that actually intruded upon my wandering-around activities. Particularly around the pools, there seemed to be a lot of painting / shellacking (with accompanying strong odors) and areas being roped off, forcing passengers to take a roundabout route in order to get to, say, Pinnochio's Pizzeria. Didn't the ship just spend a lot of time in drydock to resolve these kinds of issues? There was also a lot of tinkering going on with the soda machines, with long lines resulting in some of the machines being out of order. I realize that things occasionally do break, but I mention it because it was one of a series of accumulating inconveniences I thought you should know about.
While I'd obviously prefer Wi-Fi to be free of charge, I do understand why you charge for it. However, as long as you choose to charge for itand I opt to buy itfor goodness sakes, give me a strong signal. The vast majority of the time I spent in the Wonder's Internet cafe this trip was waiting for something to happen on the computer. It was, by far, the slowest Internet experience of my life! If time had allowed, I would absolutely have demanded that Guest Services refund at least part of the money I spent for the Internet. Service was so slow, it was agonizing!
One of the things I really look forward to on your cruises are the classes you occasionally offer on origami and towel folding. I didn't notice either of those things. Perhaps those are only offered on the cruises of longer duration? In any case, I do look forward to those classes and was disappointed not to see them listed in my Navigator. Similarly, there was no Q&A session with the captain, an event I have enjoyed in past years on both the Wonder and the Magic. Why was this not available? I am reasonably certain the captain was on board during the entire cruise.
You might be truly amazed to know how something so minuscule can make such a huge impact on one of your passengers. But of all of the things I'm complaining about, this is the biggest disappointment. As silly as this seems, one of the things I look forward to on the ship is helping myself to the soft-serve ice-cream machine. Sometime between my February 2009 cruise and the one last week, someone at Disney decided to change the brand of ice cream being served. The original was creamy and delicious; the new stuff is third-rate at best. Please, Disney, I implore you to restore the original formula! I am assuming you have made many cost-cutting decisions in this terrible economy, but I never thought you would switch ice-cream brands. Put me down as a very unsatisfied customerat least in the ice-cream column.
Finally, I should probably mention this odd instance of miscommunication. I'm still not sure if this is my fault or your fault, but I'm going to mention it anyway. I always book my next cruise while I'm on the current one. This year, while riding one of your elevators, I saw a sign that said something like, "Book your next cruise and get a 10% discount and a $200 cash bonus on ALL CRUISES." But when I booked my next cruise, I was told that I would not receive the 10% discount, because of the category of stateroom I was booking. I didn't remember reading anything about that in the elevator ad. At the very least, the ad was misleading and should be changed...it left me feeling that I had experienced a bit of the old "bait and switch," which does NOT seem commensurate with the fine Disney standards and practices.
If you have made it this far, I want to thank you for reading the letter and express my gratitude for considering my feedback. I am looking forward to many years of future cruises, especially when the Wonder moves over to my hometown to stay, and I am resolved to continuing to provide you with my observations, commendations and criticisms.
Very best,
Brett Bayne
For more on the highlights and lowlights, read on.
TO: DISNEY CRUISE LINE
Oct. 31, 2009
I have just concluded my fourth cruise with DCL, and as I have done following my previous vacations, I am furnishing you with a feedback letter containing various commendations, praises, observationsand a few suggestions.
The main reason I continue to write to you is that I feel the "comment card" that your customers are encouraged to fill out on the ship falls somewhat short of adequate room with which to completely convey my compliments and criticisms. Although I have never received any kind of acknowledgment to any of my lettersand I've never noticed any changes based on my feedbackit is still my hope that you will at least pass along my praise to those cast members who helped to make my vacation truly magical.
I was on one of the first Wonder cruises following its refurbishment in drydock, sailing Oct. 22-25 out of Port Canaveral. The most obvious physical change I observednot counting the all-new Outlook Caféwas in the Cadillac Lounge, where the piano (and its platform) were relocated away from the lounge's front doors, which always caused a bit of a noise and commotion conflict. By placing the piano in the back, patrons are free to come and go without distracting the performer or those of us who are lounging. It's my hope that you will make the same alteration in the Magic's Sessions lounge, assuming you haven't done so already.
The Wonder is still my favorite place in the world, and the crew members are the friendliest, most helpful and understanding people I have ever encountered. If you take away nothing else from this letter, please let it be that the reason I keep coming back to Disney Cruise Line is because of your crew, from the stateroom hosts and Guest Services clientèle to those working in the Vista Spa and on Castaway Cay. Each time I sail with you, I find I am consistently impressed by the pains your staff takes in making sure I am happy. Even after a cast member earns his or her ears, they act like they're still earning them. That kind of dedication to customer service is deeply appreciated.
In particular, I would like to single out a few of the individuals who went above and beyond the call of duty to make my vacation even better than I anticipated.
Cruise director Christiaan was not only informative and humorous in his video tutorials, stage appearances and announcements, but he was always very approachable and delightful in person and a great joy to chat with.
On Castaway Cay, a woman named Tisa energetically and enthusiastically hosted the Crab Races in such a way that got the crowd to their feet and excited to participate. She seemed to be having the time of her life, and her joie de vivre was contagious.
At Guest Services, Zoe was extremely helpful and friendly. Her ability to straighten out all of my problemsmostly self-createdwas nothing short of phenomenal.
At Palo, it is impossible to overemphasize the sheer warmness, care and downright love we felt from our waitress, Julia. She is not only the best server on your ships, she is the best server on the Planet Earth.
The walking tours of your ships, particularly the Art of the Theme, are absolutely indispensable. Please continue to make these available, as I always look forward to taking them. Every time I do it, I learn more about your magnificent fleet! And please also continue to offer special pin-trading events.
I continue to be extremely impressed by the great variety of shore excursions you offer, not only on the Bahamian route, but in every port of call I've traveled to with Disney. Please continue to do your usual great job of making so many wonderful activities available to your passengers. Finally, I want to take a moment to applaud your live theatrical and piano-lounge shows. All of your live entertainment is spectacular, whether it's Toy Story: The Musical, with its large cast, or J.D. Daniel tickling the ivories in the Cadillac Lounge. I must admit that I miss the live musical entertainment you used to offer in the Promenade Lounge (i.e., Chuy and Danielle), which I can only assume has been discontinued.
Now please allow me to put on my other hat, and offer some criticisms I hope will be viewed as constructive.
I vow to continue griping about this until you rectify the situation. Disney is usually so reasonable about everything it charges, from the cost of the cruise down to the autograph books sold in the Treasure Ketch, that the astronomical cost to purchase photos at Shutters strikes me as preposterous in comparison. Now, I do realize you've got to make your money somewhere, but when you stop to consider how many photos ultimately get thrown in the trash can, wouldn't it make more sense to lower your prices, howsoever slightly, down from nearly $100 for five 8x10s, so that more people could take home their memories? It stands to reason that if more passengers could afford to buy their photos, you'd make up the difference in volume and still make a profit. Please, kind DCL staff, lower the photo costs and send home more of your passengers with these excellent pictures. I am by no means suggesting that you lose a single penny on this dealyour photographers are top-notch and the photo quality is superb! I am merely suggesting that you figure out a way to make the photos more affordable while still raking in a tidy profit and sending more cruisers home with their pictures, rather than sacrificing so many to the landfill. I always hear more than a few of my fellow passengers discussing this issue.
This was the first cruise I've taken where I noticed a lot of bothersome maintenance and busywork going on that actually intruded upon my wandering-around activities. Particularly around the pools, there seemed to be a lot of painting / shellacking (with accompanying strong odors) and areas being roped off, forcing passengers to take a roundabout route in order to get to, say, Pinnochio's Pizzeria. Didn't the ship just spend a lot of time in drydock to resolve these kinds of issues? There was also a lot of tinkering going on with the soda machines, with long lines resulting in some of the machines being out of order. I realize that things occasionally do break, but I mention it because it was one of a series of accumulating inconveniences I thought you should know about.
While I'd obviously prefer Wi-Fi to be free of charge, I do understand why you charge for it. However, as long as you choose to charge for itand I opt to buy itfor goodness sakes, give me a strong signal. The vast majority of the time I spent in the Wonder's Internet cafe this trip was waiting for something to happen on the computer. It was, by far, the slowest Internet experience of my life! If time had allowed, I would absolutely have demanded that Guest Services refund at least part of the money I spent for the Internet. Service was so slow, it was agonizing!
One of the things I really look forward to on your cruises are the classes you occasionally offer on origami and towel folding. I didn't notice either of those things. Perhaps those are only offered on the cruises of longer duration? In any case, I do look forward to those classes and was disappointed not to see them listed in my Navigator. Similarly, there was no Q&A session with the captain, an event I have enjoyed in past years on both the Wonder and the Magic. Why was this not available? I am reasonably certain the captain was on board during the entire cruise.
You might be truly amazed to know how something so minuscule can make such a huge impact on one of your passengers. But of all of the things I'm complaining about, this is the biggest disappointment. As silly as this seems, one of the things I look forward to on the ship is helping myself to the soft-serve ice-cream machine. Sometime between my February 2009 cruise and the one last week, someone at Disney decided to change the brand of ice cream being served. The original was creamy and delicious; the new stuff is third-rate at best. Please, Disney, I implore you to restore the original formula! I am assuming you have made many cost-cutting decisions in this terrible economy, but I never thought you would switch ice-cream brands. Put me down as a very unsatisfied customerat least in the ice-cream column.
Finally, I should probably mention this odd instance of miscommunication. I'm still not sure if this is my fault or your fault, but I'm going to mention it anyway. I always book my next cruise while I'm on the current one. This year, while riding one of your elevators, I saw a sign that said something like, "Book your next cruise and get a 10% discount and a $200 cash bonus on ALL CRUISES." But when I booked my next cruise, I was told that I would not receive the 10% discount, because of the category of stateroom I was booking. I didn't remember reading anything about that in the elevator ad. At the very least, the ad was misleading and should be changed...it left me feeling that I had experienced a bit of the old "bait and switch," which does NOT seem commensurate with the fine Disney standards and practices.
If you have made it this far, I want to thank you for reading the letter and express my gratitude for considering my feedback. I am looking forward to many years of future cruises, especially when the Wonder moves over to my hometown to stay, and I am resolved to continuing to provide you with my observations, commendations and criticisms.
Very best,
Brett Bayne
Please post when you hear from them.
