Bad Verandah Experience...

[KeenHo]

Note: This is copied from another thread concerning the cost of a verandah and if it is worth it. My wife and I thought it deserved it's own thread for discussion.

While booking our June 22 Western cruise last August ('01), the cast member we booked with told us we had the last full view, Category 6, unobstructed verandah on deck 6 starboard (aft). We were told this specifically and based on this booked. We paid the extra $$ for the verandah.

When we boarded and got to the room (#6634), we had an obstructed view verandah. There was metal, blocking our view, cutting down from the upper right to lower middle of the verandah. To say we were a bit upset is an understatement. It set a bad tone for the cruise, at least as far as the verandah is concerned. We used it very little because of this. My wife, Cam, looked forward to mornings with coffee out on the verandah for months prior to the cruise, she didn't do this once.

We went to guest services right away to complain and they said they would have to research the booking and who took it, etc. We spoke to them upon boarding and they didn't have a satisfactory answer to us the entire week. We did ask them to check to see if we could move to another cabin, but nothing was available.

They tried to placate us with a complimentary cracker & cheese tray, and a signed Mickey Mouse photo, and a stuffed Angel Mickey at different times during the week. They even gave us free snorkel gear rentals on Castaway Cay.

What they did was nice, but I am afraid to say that it comes no where near what we expected then, or still expect today, as a result of our verandah experience.

Once this is resolved, I will post an update.

Howard

 

[AnnMorin]

We are booked right below you Cat. 6 room 5130. I was told this is a regular veranda. Could you describe the obstruction more? Was the veranda plexiglass? Did it still have two chairs and the table?

 

[KeenHo]

No sooner did I post this thread, we received our formal response from DCL. I will include it here word for word....

"Thank you for speaking with our Shipboard Officers during your family's sailing aboard the Disney Magic. They have made me aware of your concerns.

On behalf of the entire Disney Cruise Line team, please accept my sincere regret for any disappointment with your stateroom verandah. Our brochures note that "verandahs may vary by stateroom," and our pricing is based upon the stateroom features, which include a queen-sized bed or two twin beds, single convertible sofa, wall pull down bed, privacy divider, split bath, and private verandah. Additionally, each of these staterooms contains 268 square feet of living space. Unfortunately, since all of our category 6 staterooms offer the same size and amenities, we are unable to offer any reimbursement. It is my hope, however, that our Guest Services team effectively conveyed our heartfelt concern for your situation with the complimentary amenities and rentals at Disney's Castaway Cay. Please be assured, though, that we have taken each and every one of your concerns very seriously and has been shared with the appropriate management individuals.

Again, I truly regret any disappointment and hope that these concerns will not affect your regard for the Disney organization or Disney Cruise Line. There is magic in the Disney name, and we look forward to the chance to sail with you again one day soon."

Sincerely,

DCL
Executive Guest Correspondent

 

[KeenHo]

The verandah was the same size in square footage as others. It did have two chairs and a small table. The problem was that you could not sit in those chairs and look out into the ocean in both directions as in other verandahs. The curved decorative metal of the aft part of the ship (just before port hole windows start) was blocking and obstructing the view. It blocked, in our estimation, more than half of the space for viewing. The railing was a partial one, it was metal with plexiglass.

The bottom line is that this is NOT what we were sold, we specifically asked and was told we had an unobstructed view verandah. The Castmember made an error and Disney should be responsible in some way to make it up to us.

I hope this description helps.

Howard

 

[susan514]

This just shows the importance of doing your homework. I booked a cruise using DVC points about a month ago for cat. 6. I was given the numbers of the cabins and told that they were the best available in this cat. Afterwards, I looked up on the web on a site that gives the plans for cruise ships and saw that we were at the aft and then went to Dave's site and was quickly able to see that the cabin had an obstructed view from a picture he had of the Magic. I called back right away and was told that was all that was available and I changed to Cat. 5. They did the change for free, since the paperwork from DVC had not been done to DCL.

Had I not researched, I would have been sorely dissappointed since we love the balcony. I feel that many mistakes that people claim are Disney's fault are actully their's for not checking things out. What is it the Boyscout's say "BE PREPARED"

Sue

 

[4nana]

That would definitely be a bummer and I would be very dissappointed also! Afterall, isn't the point of a verandah to sit and enjoy the view? I remember a thread awhile back that Cat 5 and Cat 6 on decks 5, 6, 7 have quite a few of these rooms w/4' partial medal verandahs aft. ship. Someone pls correct me if I'm wrong.

I believe the port/starbrd rooms include:
#5142 thru #5150 - #5642 thru #5650
#6144 thru #6152 - #6644 thru #6652
#7130 thru #7134 - #7630 thru #7634

 

[4nana]

Ann ...

If the above list is correct your cabin #5130 is not included
and should be the plexiglass.

 

[keenercam]

This is KeenHo's DW and I would like to respond--

Sue--
We did our research. I did so much research on these boards ahead of time asking about that cabin, and then I specifically asked the CM if, since that cabin was so far aft, was it a full view verandah and she said absolutely yes. She said it was the last verandah before the obstruction.
Look at 4Nana's list and you will see what I mean. 6634 is NOT listed as an obstructed view. Nothing we have found ANYWHERE indicates that this is obstructed view.
This was our third cruise, the second on the Magic. DH and I have been posting on these boards for about a year and a half. We THOUGHT we had covered all contingencies. I had even done numerous posts asking about the cabin and every one (including my hero, Dave from Marietta) said it was a plexiglass verandah and no one seems to have known that it was obstructed.

To say I was upset and frustrated while on the ship would be an understatement. This was the first time we splurged on a verandah and we had spoken so frequently of breakfast on the verandah, looking out at the ocean. Gee, maybe we should have taken turns sitting on the one chair that had the ocean view. We agreed from the beginning that we would not let the situation ruin our trip. And, as long as Ericka at Guest Services was telling us that the issue was being researched and we would have the opportunity to talk with someone at DCL, we were willing to bide our time. However, we found that we spent NO time on the verandah and often kept the curtains closed since mostly all you could see was white metal coming down from the ceiling to the floor, on an angle. Even our friends who visited our cabin could not believe it. We booked the trip 11 months out and there is NO reason we would or should have paid the full category 6 price for something so much less than we wanted.

DCL's response on the issue is wholly unsatisfactory. Ericka at Guest Services ASSURED us someone would call us at home to discuss this. Instead we got a "blow-off" letter. We already booked two cabins for 4/04. Needless to say, right now I have a hard time thinking of giving DCL any more of my money.

 

[fireplug]

What is it that you want them to do. It seems to me that they have made a attempt to make it up to you. Is there something in particular you want them to do? I would not give up plans for next cuise you have plenty of time to decide. I hope this works out the way you want.

Steve

 

[Dave_from_Marietta]

Cam and Howard...

...sorry this missed my radar. Now that I look at a photo of the ship I see what you're talking about. It's probably small consolation, but it appears your verandah was less obstructed than 7620's where the angle of the metal is even greater.

<p align=center><img src="http://www.dcltribute.com/images/6634.jpg"></p>For the benefit of future cruisers, you might want to make some more noise. The "Secret Porthole Rooms" were originally Category 8's but people complained because they were paying for a full view but got an obstructed view. Now people are happy to get those rooms for the price of a Category 10. It seems to me that 6134, 6634, 7120, and 7620 should be priced as a Category 7.

And although it would be a reasonable gesture for DCL to refund the difference between what your Category 6 cost and what a Category 7 would have cost, the value of the "comps" they gave you may have been equal in value to that price difference.

To complain effectively you need to be specific about what it will take for them to make good. But the make-good should be reasonable. A full refund? Not going to happen. A refund for the difference in price between a Category 6 and a Category 7? Maybe. A promise that they'll reclassify these rooms as Category 7? That might be reasonable. Make sure they are aware that you have two more cruises booked and make sure they know you are so unhappy about their response that you are considering cancelling. And if they don't give you a reasonable reparation (and <i>again</i>, let me stress the word "<i>reasonable</i>"), then you should consider following through and cancelling their cruises... making sure they are aware that you're doing that and why.

Do you have any photos of your "view"? Again, I'm sorry this missed my radar, but I'll want to warn future folks so they can benefit from your experience.

 

[keenercam]

Dave--
Thank you so much for your response. We do intend to write a letter and I hope you will help us to make others aware of the misrepresented accomodations. I agree that there should be a reasonable compensation-- I believe DCL should refund the difference between a category 6 and a category 7. Howard asked me to let you know that we have a picture of the obstructed verandah. Email me if you would like us to send it to you.

As for the value of the "comps", here is what they did--

a 6x8 autographed picture of Captain Mickey that they sell at Shutters. We bought a bunch of stock photos at Shutters last year--if we had wanted it, we would have bought it. We certainly did not need or want or request it.

a small mickey plush dressed in white with angel wings--again, I didn't need it or want it and certainly do not want a "dead mickey" plush--it is in a drawer to be donated.

snorkel rental at castaway cay--we had our friends' snorkel gear. we did not use the rentals. did not want them or request them

a cheese and cracker tray -- on Friday night, 15 minutes before our Palos reservation, someone walked into our cabin--without knocking. Howard was getting dressed. He certainly never heard a knock. I was still in a towel and screamed "DON'T COME IN!" as I cowered in a towel. Then the phone rang a couple minutes later -- we have complimentary dinner for you from Guest Services--"HUH? We have Palo's reservations in 10 minutes"-- "But it's complimentary." We let them deliver it. It was the cheese & crackers tray that you get from room service--for FREE. we even tipped the guy, we were so stunned. It actually COST a couple of bucks for something we didn't want or need and certainly could have gotten ourselves.

I do not mean to sound ungrateful. I just thought it was so bizarre that anyone thought this unwanted stuff would make up for the situation.

 

[mrsltg]

THANK YOU THANK YOU THANK YOU!!!

DH, DD, and I are booked on the Magic in 6634 on 12/6/03. I am now going to e-mail my travel agent and ask her to change my cabin (again!).

Thanks so much for this very helpful post!!!


Erin

 

[paulmc80]

Great suggestions Dave.

I have found that unless you are specific on what you want to resolve a complaint, no matter how apparent it may be, corporations will never seem to figure it out. I always figured it was placing money over satisfying the customer in the most appropriate way. Guess I'm liberal in that regard and distrusting of large organizations. In this case I guess they try to classify as many rooms as possible at the highest category possible and hope no one ever complains, and I believe a lot of people do not.

If they said you were getting a unobstructed, cat 6 room then that is what you should have gotten. The logical resolution, to me anyway, is to refund you the difference for what they would have charged for an obstructed view room.

I really feel for people when things like this happen and am so thinking of writing DCL myself to let them know. Nicely of course.

 

[candleonwater]

Thanks Dave for posting that picture!

I was kind of wigging out... worried that I was going to be unhappy with my room 6632... being next door - I wasn't sure what to expect, but I don't have anything to worry about.

 

[SuAnne]

We had been assigned that cabin as well for our Dec. 2000 cruise and once I looked at the picture in the DCL brochure I called and had it changed. I don't think the Reservation CMs are aware that it is obstructed as they did not seem to think it was when I called to have it changed. I agree that if it's obstructed it should not be considered a Cat. 6.

 

[fireplug]

Keenercam
Sorry to sound bizarre.
But I had no idea of the value of the items offered. If you want a refund I would just keep calling DCL and asking to speak to a management person and tell them you would like a refund.
I would just ask for it instead of wiating to get on offer from DCL.

Once again I was not trying to offend.

Steve

 

[keenercam]

sorry, Steve. I didn't mean you
I meant it was bizarre that DCL thought they could "buy our complacence" with such strange "tokens"
No offense taken!

 

[scottie]

Do any of the cat. 4 rooms on deck 8 have obstructed views? We will be in cabin 8528.

 

[Señor Ferrari]

As near as I can tell, none of the category 4 rooms on deck 8 have this type of obstructed view. The solid metal railings appear to begin further to the front, as there are no category 7's on deck 8. It looks like they begin at 8594 on the starboard side and 8090 on the port side.

Your room, 8528, is right next to the Roy O. Disney Suite at midship, and should have the plexiglass railing.

 

[trishy]

Dave's advice is excellent. Like others have posted, it is very unfortunate that corporations do not fully understand a customer's complaint or intent. That is why you need to be explicit, yet cordial, in making your intent known. I hope that you will send them another letter and keep us posted on how this turns out. You may even want to send along an enlarged picture of the verandah that Dave posted - can be very useful. This is very interesting. I agree with you that those token gifts, though "nice", were not sufficient to make up for a dissapointing verandah experience. Good luck.