Contacting Disney Cruise AFTER a cruise to report an issue

[Wanna be Ariel]

I listed out the two main issues we had (that I felt were compensation worthy), but I forgot about the spa experience too. I paid for a few treatments and asked for no sales pitch as my mom is an esthetician, so no need to pay full price for anything. Not only did I get the sales pitch, but she hunted me down the next day in my SR to "let me know a few items went on sale". I never lead her to believe I was interested in the first place...and to make matters even more awesome, my relax time in the Rainforest room was disrupted by a game of basketball on the sports deck going thud, thud, thud.

DCL's GS did the best that they could with the situations, but for the price DCL charges, I expected more. I work in the industry and know what standards are vs someone just looking to be dissatisfied. We really wanted to have the most magical trip ever, and we were able to make it a memorable and enjoyable trip, but I do not want to have to go to GS about something, I just want smooth sailing from beginning to end. The characters and staff were delightful and almost made up for the downfalls we had, but I will not spend my hard earned money on DCL again. We have sailed other lines and prefer the level of service on them. We are not really "Disney people". so we wont miss it.

After my post I saw your post. The food thing would have made me go off too. That is super scary stuff. We have not cruised since we had our boys and are booking our first Disney cruise for next Feb, if not way before that(WI snow and cold) might make us book something in the next few months at this rate. I really do enjoy reading all the good and the bad cause you so pay so much money. Sorry that things did not work for you, and also thank you for sharing your experience. All the best to you

 

[nycdisneygal]

I posted about our issues in great detail .

Wow scary about the food. Glad everything ended up safe, however, I can see how all of your experiences on that trip would make you wary of going again...

 

[lanejudy]

It was definitely on DCL that they accidentally sent DH to express walk-off to begin with...

Agree! Sorry, I didn't mean my post to come off as absolving DCL of any responsibility, just pointing out that it seems there could have been multiple responsible parties. That just adds to the response time when they need to figure out 1) what happened, 2) the cause(s), and 3) resolution they will offer.

Again, sorry you had to go through all that on your last day of the cruise, not a fun way to end it.

 

[cmph]

Agree! Sorry, I didn't mean my post to come off as absolving DCL of any responsibility, just pointing out that it seems there could have been multiple responsible parties. That just adds to the response time when they need to figure out 1) what happened, 2) the cause(s), and 3) resolution they will offer.

Again, sorry you had to go through all that on your last day of the cruise, not a fun way to end it.

No problem. We figure any response will be a long time coming and aren't interested in compensation anyway, just want them to polish up their policies/procedures and avoid real security breaches, which falls under the topic of this thread title. I'm still a little bummed we missed out on one last family meal in Animator's Palate, esp since I was so gleeful beforehand that we got that wonderfully-late 8:30 meal time. But the rest of our cruise was wonderful - a couple of crazy hours won't mar the memory of the trip as a whole!

 

[Cackyschmackers]

@cmph. What a ridiculously awful way to end what I'm sure was a nice trip.

 

[ppsml]

We got a call from Guest Communications! She was very apologetic. Was surprised to find out that they offered us nothing on the boat ... not a free drink, not a bottle of wine, not a spa treatment, not a room credit, nada. She said those things are within their power to do. And she was responding to their report directly from the boat, not my email which I sent after the cruise. So I was happy to see the information did indeed make it to stateside. We were offered a choice of a partial refund or % off a future cruise. I was also happy to see they were willing to make the offer without any prompting and we felt it was reasonable.

The issue was room 6585 on the Magic ... water dripping from the ceiling (the air vent) causing a soaked carpet and a very strong mildew smell. They tried to repair it multiple times, it didn't work. What they did keep doing was to turn the air conditioning on full blast as that slowed the dripping. So my son and future daughter-in-law froze. Every time they would turn the air warmer, it would leak more, then staff would turn it freezing again. They slept in robes under many blankets. We requested an air purifier in the room and that they leave it the entire cruise, which they did, but it didn't remove the smell, just made it less intense. We were offered a room on deck 1, which they tried one night and didn't like and decided to stay in 6585 because we were told it was fixed (which it wasn't). They said that was the ONLY other room open on the boat. And it was a lower category (price) than what we paid for. I'm afraid the issue was still there when we disembarked.

We had many other small non-Magic issues aboard the Magic this particular cruise and it was always one of our favorite boats. I hate to say it but the quality on it was NOT what we have come to expect from a Disney cruise (again, our 16th). Staff not as well trained, not as eager to help and maintenance issues all over the boat. We do not like to knock Disney, we love all things Disney and the decline makes us sad.

We hope we will not be sorry, but we already had another cruise planned, the Wonder relocation through Panama, and we are going to apply the % credit to that already booked cruise. The Wonder will have been recently refurbished and we are hoping there will not be issues. It is a long cruise so are a bit apprehensive -- if there is a room problem, we will be stuck in it longer. Hopefully we will again experience Disney magic and not be disappointed.

Note: I deliberately didn't say the value of their offer as I understand all issues are different and would be worth something different. We felt it was a reasonable offer for what happened for us.

 

[cmph]

We hope we will not be sorry, but we already had another cruise planned, the Wonder relocation through Panama, and we are going to apply the % credit to that already booked cruise. The Wonder will have been recently refurbished and we are hoping there will not be issues. It is a long cruise so are a bit apprehensive -- if there is a room problem, we will be stuck in it longer. Hopefully we will again experience Disney magic and not be disappointed..

I'm very happy for you that you had a satisfactory response from DCL!

The trip I referenced was on the Wonder. Some of us from my cruise meet group did have issues with aft vibration. One posted a crazy video of her light fixture shaking so badly, it's a miracle it didn't fall, and you could actually see the bed moving. You may want to post your planned stateroom number and seek feedback. I'd hate for you to have anything less than great on your next trip!

 

[ppsml]

I'm very happy for you that you had a satisfactory response from DCL!

The trip I referenced was on the Wonder. Some of us from my cruise meet group did have issues with aft vibration. One posted a crazy video of her light fixture shaking so badly, it's a miracle it didn't fall, and you could actually see the bed moving. You may want to post your planned stateroom number and seek feedback. I'd hate for you to have anything less than great on your next trip!

Great suggestion ... would I post it in a new thread, or just right here? Wonder Room 6046.

 

[cmph]

Great suggestion ... would I post it in a new thread, or just right here? Wonder Room 6046.

There is the stateroom report sticky on the main cruise page, to get you started. Or you can try the search engine. I found this one, that references that room, if you want to start there - http://www.disboards.com/threads/wonder-6046-anyone-have-feedback-on-this-stateroom.3514132/

Considering your awful recent experience, I don't think anyone would have issue with you posting a new thread asking for help! But if you just comment on the one I linked above - that will bump it to the top of the feed for everyone to see, so that's easy enough. Plus if you comment on it, you'll get a notification once the January cruiser gets back, assuming she reports back within the thread.

 

[Kontos]

Glad they got back to you and you're satisfied with their offer. I didn't think they'd leave you hanging especially since it was your 16th cruise!

 

[GoofyNewfie]

we already had another cruise planned, the Wonder relocation through Panama,

The April 2017? If yes, you're with us!

 

[anniepoppins]

We are going on our 10th cruise next month. I am sad to say we have had maintenance issues on 3 of our cruises, the last one which tuned into a nightmare on the Wonder. The crew really tried their best to help but finally blamed it on the age of the ship and that it would hopefully be fixed when it went in for rehab. We were on the next to last cruise before that, certainly did not help us. We lost basically 6 nights sleep. They moved us to another cabin to sleep only but it had even worse issues. We just couldn't win. Ship was getting old and creaky. They did put 3 men on it, tore into ceiling and found a 3 inch wedge of steel that did not belong inside the rafters. Gee, that was part of the problem, but then other things happened. After we had already eaten at Pali, the paid for the meal (which we appreciated). They were certainly attentive and apologetic, but when you don't get any sleep, it's tough to enjoy the cruise. We were not offered any further compensation, nor did we ask for any. It was a mess. The ships are really aging.

 

[Andrea313]

We also had water dripping from the a/c vent on the Magic. We told our stateroom host, but nothing was done. It did not smell, but my dh had the a/c cranked because he is always hot.

 

[Shanti]

The issue was room 6585 on the Magic ... water dripping from the ceiling (the air vent) causing a soaked carpet and a very strong mildew smell. They tried to repair it multiple times, it didn't work.

We also had water dripping from the a/c vent on the Magic. We told our stateroom host, but nothing was done. It did not smell, but my dh had the a/c cranked because he is always hot.

I am sad to say we have had maintenance issues...We lost basically 6 nights sleep...They did put 3 men on it, tore into ceiling and found a 3 inch wedge of steel that did not belong inside the rafters. Gee, that was part of the problem, but then other things happened.

Yuck! I hope you'll each take a few minutes to tell about these issues on the Stateroom Reviews page, to warn other travelers about those specific cabins. You could help someone else avoid a bad experience.

http://www.wdwinfo.com/wdwinfo/cruise-new/roomreport.htm

 

[Donna3271]

I listed out the two main issues we had (that I felt were compensation worthy), but I forgot about the spa experience too. I paid for a few treatments and asked for no sales pitch as my mom is an esthetician, so no need to pay full price for anything. Not only did I get the sales pitch, but she hunted me down the next day in my SR to "let me know a few items went on sale". I never lead her to believe I was interested in the first place...

UGH! This is why I hesitate to book spa experiences. I HATE getting the "hard sell". I know they work on commission and tips, but it makes it very uncomfortable to be pressured. I go to a spa to relax, not be stressed.

 

[Quellman]

No problem. We figure any response will be a long time coming and aren't interested in compensation anyway, just want them to polish up their policies/procedures and avoid real security breaches, which falls under the topic of this thread title. I'm still a little bummed we missed out on one last family meal in Animator's Palate, esp since I was so gleeful beforehand that we got that wonderfully-late 8:30 meal time. But the rest of our cruise was wonderful - a couple of crazy hours won't mar the memory of the trip as a whole!

I would be really bummed if I couldn't get my Route 66 the last morning. I probably wouldn't leave until I got it, and extra hashbrowns, and a Mickey Waffle