Contacting DCL for excursion review/complaint

[Cruella 66]

I find it perplexing that WDW resorts contact you about your stay but DCL doesn't. Guess it's because they are #1 for the third year in a row and don't care? Either way, does anyone know an email address to contact them about a bum excursion? Thanks!

 

[3Down1Up]

Comment card at the end of the cruise? Port Adventures desk after your excursion ended? We've utilized both to voice complaints about excursions.

 

[Msidescooter]

I filled out the comment card left for the last day of our cruise and dropped it off at the MDR the next morning. Plus I got an email a week or so later asking me to take the survey again. I'd say they have plenty of options to solicit feedback.

 

[sweetpee_1993]

Yeah, I've never filled out a comment card at the end of a parks/resorts trip but I have for every cruise I've taken. Not just Disney, either.

Have you tried here?

https://disneycruise.disney.go.com/contact-us/

 

[Cruella 66]

Thanks, I did fill out the comment card, and turned it in, but I don't remember any questions about excursions. You are correct, I should have gone to the excursion desk but I didn't. No excuse except that maybe I was shell shocked? I will try to link Sweetpee posted. Thank you all! Cindy

 

[Melissa S]

Hopefully it won't happen again, but port adventures desk is the best place to go. They issued us a partial refund the same day of the excursion after we complained. I wasn't even expecting a refund, I just wanted them to know what happened so it didn't happen to any other group.

 

[sweetpee_1993]

Thanks, I did fill out the comment card, and turned it in, but I don't remember any questions about excursions. You are correct, I should have gone to the excursion desk but I didn't. No excuse except that maybe I was shell shocked? I will try to link Sweetpee posted. Thank you all! Cindy

I totally understand. Sometimes the most obvious things are beyond us in the moment when our brain's are overwhelmed. We had probably the worst dining experiences EVER on one of our 2 Wonder cruises this past September. Looking back there's several things I should've done but in the moment I just didn't want to be running around on what was good about my cruise to carry on about the parts that were pretty terrible. It was bad enough that between the b2b Wonder cruises we seriously thought about just packing up and going home. It's pretty bad if you're willing to walk away from that kind of money. If it hadn't been for the Panama Canal being booked for this spring we probably would have just left. I was so discouraged and I just didn't want to leave with such a bad taste. Ya know? We stuck it out and it got much better. Hopefully your situation will find some sort of resolution to make you feel better, too.

 

[TimeAndTide]

A bit of a digression: I will say that I found the comment cards to be about the LEAST personal thing about our entire cruise recently!! The thing that should be trying to reinforce that personal touch reduced my opinion to a bunch of fill in bubbles. There was so very little "free form" response allowed. I was glad to be able to list folks that made our cruise a success (and it was). But I also would have appreciated the opportunity to expand on my responses - for better or worse. In the end it felt a bit like, for all the efforts, they just couldn't be bothered to actually have a human read my responses. No doubt they have scoring software and someone gets the section listing the CMs so they can be recognized (yay!) but why not have someone review other free form responses? Really, I wanted to list the survey as my least "magical" experience but it didn't let you do that! Lol. In September, I'll be attaching a supplemental sheet whether or not anyone reads it!

 

[delsdad]

We have attached supplemental sheets in the past, and they DO get read. We get a response via email a couple weeks later to our handwritten notes, which we attach to the survey with a paper clip. We also include cabin and email address in case it gets separated from the survey itself.

 

[PrincessShmoo]

A bit of a digression: I will say that I found the comment cards to be about the LEAST personal thing about our entire cruise recently!! The thing that should be trying to reinforce that personal touch reduced my opinion to a bunch of fill in bubbles. There was so very little "free form" response allowed. I was glad to be able to list folks that made our cruise a success (and it was). But I also would have appreciated the opportunity to expand on my responses - for better or worse. In the end it felt a bit like, for all the efforts, they just couldn't be bothered to actually have a human read my responses. No doubt they have scoring software and someone gets the section listing the CMs so they can be recognized (yay!) but why not have someone review other free form responses? Really, I wanted to list the survey as my least "magical" experience but it didn't let you do that! Lol. In September, I'll be attaching a supplemental sheet whether or not anyone reads it!

That's why I bring additional paper to add my notes to my questionnaire.

And they do read them.

 

[Silver Queen]

We had a less than satisfactory port excursion on our recent eastern Caribbean cruise and we went to the Port Excursions desk. They listened carefully to our concerns and asked us to put them in writing. Several hours after we gave them our notes we received a follow up call in our stateroom from the port excursions supervisor. She was very interested in hearing about our experience on the excursion and very apologetic.
FYI, the problem on our excursion involved a vehicle breakdown and an inconvenience, not a major issue. We were never in jeopardy of missing the ship. We did notice, however, some signs that the bus was not well maintained and felt that we should provide some feedback. Apparently other passengers on the tour contacted them also. We made it very clear from the beginning that we did not expect or want ant type of reimbursement.

 

[Dug720]

Thanks, I did fill out the comment card, and turned it in, but I don't remember any questions about excursions. You are correct, I should have gone to the excursion desk but I didn't. No excuse except that maybe I was shell shocked? I will try to link Sweetpee posted. Thank you all! Cindy

Ok, not I'm curious. What was the excursion and why would you be "shell shocked"??

 

[squirrel]

I never heard back from them about my concerns about an excursion that had two major events take place. One was a mom and baby being locked on a bus in the heat, while she banged on the window trying to get the bus drivers attention (he never noticed) her husband and son had gone inside and when she didn't come in he went looking for her. The other was my mom and I almost got left behind at the stop. Our tour guide did not do what any of the other guides did (held up signs with #'s and calling them to the bus) and miss counted and even argued with the other guests on the bus that everyone was on board.

 

[RosiePA]

After an excursion in PR that was a lot different than the DCL description, I filled out a comment sheet specific to Port Adventures. I was never contacted, but they must have read the sheet because they did update the description on their website shortly after. The name of the excursion was changed, the word hike was replaced with walk everywhere, and added a note clarifying to expect a low impact walk, not a hike.

It would have been great to know this before we left because we would have picked a different excursion, but at least they corrected it for future guests.

 

[Cruella 66]

I am not looking for any type of refund I really just want them to be aware of how awful that excursion mostly was to me. I know other members of the excursion were also disappointed but I don't know if they followed up on it. I agree the comment cards could use some improvement for more editorials for those of us who need it. Here is my review: The Junkanoo and Fort Tour offered by DCL for $44 is absolutely awful. The Junkanoo part was okay but kind of strange. Let me start by getting off the ship. After we were lead off the ship by DCL personal we were handed over to a very confused seeming man. He lead us off the pier, a few blocks into Nassau, where we waited in a parking lot while he made phone calls with no fewer than 3 cell phones. After quite a few minutes a cab van and another vehicle showed up and from there out we were transported by these vehicles the rest of the trip. Our first stop was the Junkanoo 'tour'. This was the childhood house of a lady (forgive me for not remembering her name) with bottom floor devoted to the lady's costumes and history. We were told what Junkanoo means, how it is celebrated, the history of it, etc. and the musical instruments shown to us and we were allowed to try them. That part was well presented. That's where the 'normal' ended. We were then lead to what appeared to be a converted garage where we banged on drums and rang bells, tasted some soda, and it was time to leave. Very strange. We then were taken to a fort. I have no idea which one. We waited while the driver paid then were handed over to a 'tour guide'. He spoke in a very odd cadence, with his back to us, about nothing. No history of this fort, of his island, no apparent pride in his country or island history, just rehearsed cadence. As we went through the fort he pointed out holes in the wall and said 'Those holes were for ventilation', that's all I know about the entire fort. Then in another room, pointed to a cup and bottle and said 'See that cup? They drank out of that back then. See the bottle? It's like what they would have had back then.' He then proceeded to tell us this was where we tipped him! And he showed us out. We had no idea where the driver was, if we had time to look around and try to find out where we were. Turns out the driver was waiting by the entrance area but we had no time to go back. Then we were driven to another fort with basically the same type of 'tour guide' and rehearsed cadence with a tip request. After that our driver walked us to a set of stairs, told us to go down them (no explanation what they were), and he would meet us at the bottom. We went down the steps and waited no fewer than 30 minutes for the driver! No place to sit; at the end of the stairs was a parking lot and hospital entrance. Also in Nassau, to get back to the boat you have to walk through a gauntlet of merchants yelling at you. After this horrible tour, I resolve to not get off the ship in Nassau if I have to book a cruise that goes there again.