Bad Verandah Experience...

[my3kids]

Maybe Disney really can't offer compensation because of the very public nature of the correspondence.....they knew if they made you happy that it would be on the internet and give others the idea that they were willing to financially settle any inconvenience. Maybe they do privately make adjustments to unhappy sailors....but they couldn't in this public of a forum. I have no idea if this is what has happened here or not. But I think knowing just how public their response would be may have tied their hands.

If the rest of the cruise was that enjoyable, enough to rebook on board, I wouldn't let the verandah issue ruin the future vacation. Just pick a cabin you are sure is an open verandah and have a great time.

 

[AnnMorin]

I never replied to this thread after seeing the pictures because I did not want my opinion to hurt any chances you had in getting a refund from disney. Now that they have replied I do feel free to say what I think. After viewing the photos I frankly can not understand why you could not use your veranda?! yes a small portion of it had a metal bend in it but 90 percent was a clear view. I can relate to being dissapointed by to say you could not enjoy coffee out there etc. seems a bit much to me. You would have helped your case much more with me had you not posted the photo. Also I had no idea that the comps you got were worth so much ($90) It seems like you are asking an awful lot. On our second cruise our bed was not up to par with the last one (it kept seperating) should disney have to comp me for that? In Disney's defence they did try to make you happier and did not egnore you, it seems that by faxing them this thread you were trying to bully them or at least that may be how they viewed it. I am truely sorry if you feel like you did not get what you deserved and do understand feeling dissapointment but just do not understand why you found the veranda unusable?

 

[Mickey4Me]

We were in the cabin next to to 6634 and believe me, the view was more than 10% blocked! Shortly after boarding and making it to our stateroom (6632) I discovered that we had the dining tickets for our next door neighbors so I stepped over and knocked on the door. When our neighbor opened the door, we stood and chatted for a min and I noticed that looking out through her verandah, about half her view was blocked by the metal curvature. Two people could definitely not sit out there without one staring at a metal wall. I went back and told DH that the cabin next door was a Navigator's verandah. Later in the week in another conversation with our neighbor, she told us she had paid for a full verandah and was upset to see that her's was almost 50% blocked. I don't blame her. The least Disney should have done was refund the difference in verandah vs Navigator's. Forget the cheese tray and stuffed Mickey etc (which DID NOT cost DCL $90)! I find it hard to imagine that anyone paying for a certain level of accomodation and getting less than they paid for would not be upset.

 

[shmoogrrrl]

I'm a bit confused about what you wanted to happen. Would it have made you happier if the letter mentioned that they had terminated the person who took your reservation?

I think that Disney has gone out of their way to make it up to you. Sure, they didn't refund your money or offer a shipboard credit for your next cruise, but I wouldn't expect them to do that.

I'm throwing my hat in the "Disney has responded appropriately" camp. If the little metal piece that looked as though it took up 10% (if that!) of your balcony (from your own picture) ruined your whole trip, then youly wouldn't have been happy no matter WHAT DCL did.

Kathy

 

[mcnuss]

I've been quietly lurking out here, too, waiting to see what DCL's response would be and reserving my opinion until then. I also have to say that I think that the response you got was adequate and appropriate. I am also confused as to what would have satisfied you...it seems like nothing short of a big refund or the sacking of the reservation rep....please forgive me if I have miscontrued your intent, but that's what it seems like from here. I feel bad saying it, but for what it's worth, I cannot imagine what more DCL should do for you. Bottom line, we expect more from Disney, but they are just a company like any other.

 

[dis4me]

Also A lurker to this thread I think the last few psoters have missed the point. It is my understanding( I could be wrong) that the original poster wanted the rooms to be reclassified so that future cruisers will know what they are getting before they get there.I have been on 2 cruises and am planning a third in Nov and I would be very disappointed if I paid the same as someone with an unobstructed view even if it was only partially obstructed.I know we all pay different prices based on TAs, time of booking and incentives, HOwever these rooms really should be labeled accordingly.
The gifts Disney offered,although nice, were pacifying to say the least.I don't think the poster was asking for much. But I do think an offer of the difference between an unobstructed view and what these should be classified as( which is probably $200 or less) towards their next cruise is too much to ask for. After all they did their research and were misinformed by Disney and the websites.

Just my $.02 Please don't flame me.

 

[KeenHo]

First, I am speaking for myself and not my DW (Cam). I appreciate all of the comments and well wishes to this point and the opposing view points in the "DCL Camp." I though it might be good to answer some questions.

The "gifts" were not asked for nor enjoyed. The cheese tray came just moments before we were dining at Palos. We did not use or enjoy it. (We could have gotten many things better and more timely from the regular room service menu at no charge.) The stuffed Mickey "angel" was not expected or wanted. It was simply just placed on our bed one evening. The Castaway Cay rentals for snorkel gear were not used. The gifts just started showing up... sent to placate us no doubt. They are in NO WAY "fair and equitable for these circumstances." We are more than willing to send back the Mickey "angel" and the signed Mickey Mouse photo print from Shutters to the Executive Guest Correspondent. Maybe they can re-use them for the next cruisers in Cabin #6634 who are unhappy about the verandah.

Mickey4Me is correct, a large portion of the viewing area on the verandah was taken up with the metal portion of the ship's exterior. I would guess about 50%. The photo that was posted by Dave does not accurately depict it. The design of the cabin did not allow for a great view of it through the curtains and doorway. You'd really need to be there, which we were.

The verandah issue did not ruin our whole trip. However, it certainly ruined our enjoyment and planned use of the verandah which is the only issue here. The bottom line is that we were told one thing by a CM and received another. I have stated to my DW that I would be satisfied if DCL were to offer the following compensation:

Since we got a 1/2 view verandah, I'd like to receive 1/2 credit for the difference we paid for the stateroom with the verandah. I don't think this is asking too much. I would take it as a credit towards our next cruise. I would also like the rooms to be reclassified for future cruisers.

No doubt, some good has come of this issue. Many future cruisers have learned of these obstructed view verandahs through this thread. I am happy about that. However, I do feel that "something is missing" in their response. Namely the admission of responsibility for the CM in giving out the mis-information.

We have booked 2 adjoining rooms for April 2004, which we are planning to change to June 2004. If this is the final response from Disney, we've got some tough decisions to make about our bookings.

To keep this issue alive, I would ask that you write, e-mail or call Disney Cruise Lines to seek the reclassification of these obstructed view rooms. Our collective goal should be to protect others, in the future, who deserve nothing short of what they are paying for.... a Magical cruise experience.

Thank you.

Howard

 

[Doctor P]

I am very sorry that you were disappointed, and I am very sorry you did not get the answer or satisfaction you hoped for. IMHO, DCL gave your complaint individualized attention and a personalized response. In these situations, I have always tried to make it my policy to expect only that they make an effort to make things right at a level commensurate with the inconvenience or harm that I have been done. I know that these things can be very frustrating, but, whether you like the effort they made or not, DCL did make an effort and did it while you were on the cruise rather than trying to deal with it later. It sounds to me like there was only one thing that would make you and DW happy under these circumstances, and you did not get that credit. Unfortunately, that makes for unhappiness more times than not. Typically when I am in these circumstances, I give them a choice of things that will make me happy and let them choose the one that they are most comfortable with. I recognize that it doesn't sound like you had that option since they started giving you things right away (and things that you didn't want). I didn't go back to see what you ultimately did with the things, but perhaps you could donate them to some needy children or to a hospital (not the cheese tray for heaven's sake! . That might make some lemonade out of these lemons (and talk with your tax advisor about whether there might be a tax deduction). Again, I am sorry you did not get satisfaction, but I am encouraged by the personal response you got.

 

[Buschfan]

Unfortunately, it sounds like the same folks are still working at DCL's office in Celebration. I am not really surprised by their response. I would just give my business to another cruise line. You can get much more for your money elsewhere. DCL stating the full retail price of what they gave you is an insult. It is no way what they gave you cost DCL $90. If you want to pursue any further, I would suggest contacting the Florida Attorney General in that you were sold an obstructed view stateroom when requesting an unobstructed view. It is disgusting the way problems are handled after a cruise by their headquarters in Celebration.

It is even worse when they are not promising to reclassify these cabins or to indicate the obstruction. The very least, they could of promised that these cabins will indicate an obstruction in the future. It would be up to future cruisers if they want to pay full price for the cabin or not. To hide the fact that these cabins have an obstruction is just plain wrong!

 

[offwego]

How about if DCL reps have a digital photo of each room's view., or at least the ones in "popular contention." This would not take much effort on their part. Then the DCL agent could email the picture on request of any potential customer. If I'm buying my wife some jewelry, I look at the piece under a magnifying glass first. If I'm buying a car, I look it over and even test drive it. Why should it be any different when "buying" this product?
Just a thought about improving things.
Buzz
A big Secret Porthole fan, in part because of the pictures I saw before hand.

 

[Ginny]

I have followed this thread closely for many reasons and I am very disappointed in DCL's response. I find it exceptionally weak and not in keeping with their own standards. Whether or not you concur with Howard and Cam's perception of the verandah's impact on their cruise doesn't seem relevant to me because it is their perception and no one else’s. What was interesting to me was how DCL handled the issue. These are Disney's own words: "Exceeding expectations rather than simply satisfying them is the cornerstone to customer service" (Be Our Guest -Perfecting the Art of Customer Service - Disney Institute)

IMHO, their response is in conflict with the information that Disney disseminates as an organization regarding "Service Recovery." Disney markets their concept of Quality Service and "bumping the lamp" for thousands of dollars through courses and published materials. Again, IMHO they blew it on several counts:

- The initial reservation agent had incomplete information. In this age of technology, there is no excuse for any reservation agent not to be able to provide complete information - especially when a specific question is asked. They need to look at the education and training of their front line personnel and they need to revamp their computer system to provide accurate info to customers. If I know ahead of time that I have a handicap access room or a metal verandah vice plexiglass and I still choose to book the stateroom, I will be much happier than someone who asks the question, is given inaccurate info and is surprised. Fix the DCL databases and review staff training.

- The DCL Guest Services Rep on board the Magic did a lackluster job. The concept of "Service Recovery" is not to just throw a bunch of remedies at a wall and see what sticks but to assess how best to fix this individual situation. I'm not looking for a cheese tray that I never asked for or a stuffed toy or free Castaway Cay rentals. What was needed was for DCL to provide validation of Cam and Howard's
"perception" that their reservation was handled inappropriately and that their "perception” matters to DCL! It would have cost DCL a very minimal amount to have been creative and invited the couple to a special breakfast (no different than Concierge Room Service) up on Deck 10 (in the private area where I've seen private gatherings held) and provided them a real memory with an incredible view than any verandah. Perhaps even asked the CAPT or 1st Officer to stop by to say "Good Morning." A very small cost for "bumping the lamp" for this customer. But, again, you just don't throw this at them, you invite the guests to participate and see if they are interested. It wouldn't be good headwork to just call them and tell them to show up cause the food's waiting. There is a big difference between the staff just doing something so they can say they tried and “exceeding the guest’s expectations.”

- In a corporate response, to what has now been allowed to become a "service problem," don't condescend to the customer and tell them that the value of the things that the Guest Services Rep gave them (that they never asked for or wanted) should more than made up for their displeasure and disappointment. It would be different if DCL called ahead and offered the cheese tray as a small token and Cam and Howard had accepted it. But, if something arrives and is unsolicited, it has no value. And, the items given certainly were not worth $90.00.

DCL has had multiple opportunities to repair this situation at several junctures and they could have turned it around to a “WOW” situation. I sincerely believe that DCL has the wrong people in the executive suites for Customer Relations because whomever wrote that letter (and allowed it to be mailed) just “doesn’t get it.”

 

[SlyHubby]

Originally posted by Ginny
It would have cost DCL a very minimal amount to have been creative and invited the couple to a special breakfast (no different than Concierge Room Service) up on Deck 10 (in the private area where I've seen private gatherings held) and provided them a real memory with an incredible view than any verandah. Perhaps even asked the CAPT or 1st Officer to stop by to say "Good Morning." A very small cost for "bumping the lamp" for this customer. But, again, you just don't throw this at them, you invite the guests to participate and see if they are interested. It wouldn't be good headwork to just call them and tell them to show up cause the food's waiting. There is a big difference between the staff just doing something so they can say they tried and “exceeding the guest’s expectations.”

I agree with absolutely everything you posted except this. Again, it is another example of throwing things at them that they didn't ask for (whether you "invite" them and treat it as an "offer" or not). The right response would have been to find a better room - even if that meant a category upgrade at no charge, or if none were available then to acknowledge the mistake and provide a refund for the difference or credit for the difference on a future cruise. I completely agree that throwing things at the guest that they didn't ask for (regardless of what anyone perceives as the value) is not the proper way to handle it. The guest was given a "perception" of the product they had purchased, and those expectations were not met.

They were looking for a remedy (rightfully so) and it didn't happen - simply bad "customer" service.

 

[SlyHubby]

Originally posted by my3kids
Maybe Disney really can't offer compensation because of the very public nature of the correspondence.....they knew if they made you happy that it would be on the internet and give others the idea that they were willing to financially settle any inconvenience. Maybe they do privately make adjustments to unhappy sailors....but they couldn't in this public of a forum. I have no idea if this is what has happened here or not. But I think knowing just how public their response would be may have tied their hands.

TOTAL HOGWASH!

I seriously doubt that had anything at all to do with it. But, giving you the benfit of the doubt that it may have been the issue, think what a coup it would have been for Disney to have totally satisfied these customers and the raves Disney would have received in return in this public forum.

Maybe there are companies that operate the way you claim, not Disney.

 

[keenercam]

Hi, everyone. Thanks again for all of your opinions. I think DH's (KeenHo) post clarifies that we never said this issue ruined our cruise. We had an absolutely fabulous time. No doubt about it. Ask any of the other DISers that we partied with all week-- no doubt we LOVED the cruise!
Please remember that the verandah is as important to the cruise experience as it is to book a category 6 instead of the category 9 we had last year. It was a splurge for us. Totally not worth it, based on what we got. Sometimes the disappointment that comes with having your expectations let down is greater than it might appear to an objective observer.
I only ask you to consider this -- would any one here be less than disappointed if this had happened to him or her? Be honest with yourself and the other posters here. Seriously, how would you have reacted if you had researched and researched and considered and then . . . what you get is different not only from what everyone else got when they paid for the same thing, but, more importantly, different from what you were told you were getting. Can anyone honestly say that they would have just said, "oh, that's okay, we are just so lucky to be here and we should be grateful for whatever we get"? That is illogical. No one gave us this trip. We didn't get an upgrade that we should have been happy with. We didn't settle for this cabin because nothing else was available. We chose it basedon information given to us by DCL. The reality is that we paid for something more than what we received.
One last point -- we all have the privilege and pleasure of sharing with each other our planning, our tips, and our experiences. Others who have read this post before they sailed have contacted us to tell us that they have changed their cabin from 6634 to a full-view verandah. I cannot begin to tell you how happy that makes me. If one other family is able to better enjoy the cabin/verandah aspect of their cruise because of the information they have garnered on this thread, I am thrilled.
Dave, thank you again for your willingness to post the information on your site. I just feel sorry for any DCL cruisers who don't use this site or yours and who unknowingly pay full price for any of those cabins with an obstructed view.
Cam

 

[taswira]

I am so curious about the view from that cabin that on my next DCL cruise, I'm going to ask the people in that stateroom if they'd mind if I come shoot a straight-on, wide-angle photo of that verandah.

 

[mrsltg]

Cam and Howard-

I cannot thank you enough for the valuable information that you posted. As I previously stated, DH, DD and I are cruising on the 12/6/03 Magic.... we were supposed to be in 6634. That has changed!!! You have really gone to great lengths to ensure that everyone who reads these boards knows that the DCL brochure is not telling the entire truth in describing this cabin.

I am sorry that your complaint fell on (mostly) deaf ears. Disney can certainly afford to absorb the cost of the difference between the navigators verandah and the unobstructed verandah. I do hope that you consider showing Disney your resolve by crusing another line next time.

Good luck, and thanks again!

Erin

 

[Mickey4Me]

I am so curious about the view from that cabin that on my next DCL cruise, I'm going to ask the people in that stateroom if they'd mind if I come shoot a straight-on, wide-angle photo of that verandah

Better yet, why don't you request cabin #6634 as your assigned stateroom?

 

[keenercam]

Erin--
you are very welcome. I hope you and your family have a wonderful time!!

RuthAnn-- I love the way you think.

Cam

 

[shmoogrrrl]

Cam,

You asked us to think about our reaction if we were in your position and I have. While I might not be completely satisfied with the response that I got from Disney, I would be happy that they so obviously acknowledged my problem and attempted to make things better.

It is my opinion that Disney has gone out of their way to apoligize for what happened. I've followed the saga and I wouldn't expect Disney to do more than they have. Yes, we all expect a high level of service from Disney, but we also must remember that Disney IS a business. They exist to make money and they are not likely to just start handing out refunds. If they gave a refund for this, they would be overflowing with requests for refunds because of any little thing.

What I have to judge your situation is what I've read and seen in this thread, and it is my opinion that Disney did all that they could be expected to do to make things better. To expect them to immediately reclassify the room based on your complaint is to expect a bit too much. They said they would look into it. That doesn't mean they won', reclassify it, but it tells you that they are taking your suggestion/complaint under advisement. That is both professional and responsible on their part.

I'm sorry, I know you all probably are only interested in supportive posts that agree with your position, but you DID ask us to consider it, and I have. It is my opinion that Disney probably wouldn't make you happy no matter what they had done to handle the situation. If this issue is all that is riding on your decision to sail again next year, I agree with the person who said you'd be better off sailing on another cruiseline.

Kathy

 

[keenercam]

we do sincerely appreciate hearing everyone's opinions, not just those in support of our position. Having all these opinions fleshed out here will help future cruisers weigh the pros and cons of that type of verandah.

Wishing everyone a Disney day!
Cam