Disaster on Wonder - My Report

[rosemary123]

My father is much improved now and so the panic is over as far as his heath is concerned and I can now tell you about our time on the Wonder. Thanks for your patience everyone

My husband and I booked the Vow Renewal for our 30th Wedding Anniversary, and there was a total of 11 family members traveling from the UK. I will try to stick to the main concerns about the holiday to keep this as short as I can.

Firstly, I found the planning stage with Disney Fairy Tale Weddings less than satisfactory, i.e. never receiving full information from my co-ordinator and othr problems in that area but things got worse when on board.

We met up with Brent, the on board co-ordinator and went through the ceremony and out plans etc. which were, our processional song for me was Evergreen by Barbara Striesand, this was our personal vows to each other as the words are so beautiful. The optional reading in the Ceremony, as offered by Disney, was to be read by our niece, this had been agreed with the co-ordinator on land. I had made place cards for the table at Palo following the ceremony and also a table plan, we had also requested that the disposable cameras were on the table so people could take informal photo's during the meal. Brent was fully aware of our plans, that I had spent months planning

First, we were told that the Captain would be 'too busy' and has to dash off straight after the ceremony and he would be 'too busy'
for us to have our song played all the way through, so that had to be cut short as soon as I reached my place with my husband in front of the Captain.

His word for word ceremony was rushed, not adding anything personal in any way whatsoever, said his bit as quickly as he could and immediately said to me, I am 'too busy' to stay, I can only have a couple of photo's then I must go. Which he did.

Also, he was 'too busy' to allow the time for my niece to read the optional reading (which took about 90 seconds - literally) and she had to read this after the ceremony.

It was tho he was doing us a favour by being there. Disney offer the package, which includes the Captain performing the ceremony, if he hasn't got the time, they should get someone else to do it.

We then had the cake and champagne and a few dances. The photographer then whisked us around the ship for the photo's.

We went to Palo's later to find the table plan had not been adhered to and the place cards were anywhere, totally mixed up and then to top it all, the disposable cameras were not on the table. Our son tried to contact Brent, but he was unsuccessful, so we missed the photo's at the table - this is a one off occasion and these things, for which we had paid for should have been taken care of.

Brent said our wedding cake would be at the table at Palo's - wrong - I never saw my wedding cake, ever again!!!! Perhaps the Captain took it to share with his crew because they were too 'busy' to eat anything else.

Things got worse: The next day, after a day of over indulgence in food, the food at Palo was excellent by the way, I woke with a slight tummy upset - nothing much - a few episodes of diarrhoea and a little nausea. Notification in the cabin said if you are ill ring the medical centre for a 'free assessment' - so I did - what a big mistake that was. They said I had to go and see the doc. By the time I got there I was greatly improved - the whole episode of my illness lasted about 3 hours, - the doc asked me a few questions pressed my tummy and told me I had the Norwalk and would be confined to my cabin for 48 hours!!!! What!!!! We had just docked at Castaway Cay on a four day cruise, last year I miised Castaway because it couldn't dock!! Sorry he said, you have to stay in your cabin for 48 hours - which would be 9 am on disembarkation day!!!! He said I couldn't 'mingle' on board. I was feeling 90% better and improving all the time and was sure it was only because I had over indulged the day before!!

So there I was, confined. Guest services did do their best to make me as comfortable as possible.

I missed Castaway Cay, Golden Mickeys and other things too. At least we had a verandah and I could see Castaway!!!

During that day, I was fine, felt great actually, no vomiting or any other symptoms, feeling upset that I had missed it all, this being a special cruise etc.

The next day, I called Brent and asked what the chances were of my being let out as I was well. He said it was up to the discretion of the medical centre. 'Oh no Madam - you must stay in your cabin for 48 hours', came the reply. I said I would wear gloves, mask, or anything else, keep out of everyone's way, only use the toilet in our cabin, and not eat or drink except in our cabin. 'No madam, it is law you have to stay in your cabin for 48 Hours' (as mentioned earlier this would take me to 9 am on disembarkation day). They were not prepared to examine me again, or come to any contingency at all, they would just not bend the rules at all. I can quite understand that they did not want me infecting their ship and also the other guests, and If I had been vomiting and diarrahoea all day and really ill I could have understood it, but what I had was so, so mild, and I did not believe I had the Norwalk - anyway, how many other people were walking around the ship with an 'over indulgent' tummy and not even told them!!! I couldn't undrstand, how my family were allowed into my 'infectious environment' and then allowed to go around the ship - same goes for the staff that came into my room!!

So Disney, would not agree to any contingency plan they would not bend the rules at all - ah but - they then decided they would bend the rules to suit them - immigration was at 6 am on disembarkatin day - but I was confined, by law, for 48 hours, which would take me to 9 am. 'Oh, it is OK for you to come out for immigration' they said - but I replied - I will be mingling with other guests and it is against the law - 'but madam, you will be getting off the ship then' - in other words - they didn't mind me mingling with others when getting off the ship just so long as I didn't leave my bugs with them, they didn't care who I passed it on to!!

The said I was to go to immigration, then go back to my cabin and have my breakfast in my room and then a different nurse said I could go to breakfast in the dining room - 'But I will be breaking the law' - they didn't care they just wanted me off their ship.

I was so, so upset, that they expected me to stick to the law until it suited them! I became very angry and told them if they insisted I stay in my cabin for 48 hours and that was what I was going to do, and if they wanted me off the ship before 9 am they would have to carry me off and I was not going to immigration at 6 am, they would have to stick to their laws, and come to me! I was so adamant.

I again asked if I could come out of my cabin under certain conditions 'No' came the reply!!!

I never heard from Guest Services for the rest of the day!

The next day, I did go to immigration, and was angry, so I made a point of telling them at immigration and ohers that 'Disney had let me out to infect everyone with the Norwalk'.

I then went to collect the photographs from shutters - we had upgraded our photo package to $499 which included 54 photographs. My daughter and I spent over an hour writing all the numbers down, Shutters were delighted that we had written the numbers down as it saved them lot of work.

When they gave me the photo's - I couldn't believe it - every one was WRONG!!!! They had printed 54 incorrect photographs - this was just too much - I checked that we had put the right numbers on, and we had - the man wanted me to stay and go through it all again - I was just so angry and upset, I became very irate - I shouted I wasn't going to stay, he can sort it out, anway I didn't want to infect him with Norwalk, even tho Disney had said Iwas allowed out before my 48 hours quarantine was up!!!!

I went straight to Guest Services and demanded to see Brent - who of course wasn't there - this only added to my frustration - and I started shouting - the poor young lady behind the desk was almost in tears - I know it wasn't her fault directly. I went to get some coffee telling everyone on the way that I was infecting the ship (Please folks, if I thought I was in any way infectious, I do have a heart, and would not have put anyone, particularly the children at risk and would have stayed in my cabin).

I got back to my cabin to find Brent with my husband and then I had another attack of 'verbal diarrohea' and Brent got the lot!!!

The package that Disney sold included the following, which by the way, we never received!!!!!!!!!!!!!!!!!!!!!:

Champagne and Strawberries in our room - never got them
Basket full of goodies - never got them
Complimentary photo - never got one
Day in Rainforest Spa - Brent never knew about this and had to check with the office - we did receive the day, but of course couldn't use it!!!

What with the frustrating planning stage, all the errors on the ship and then, me being confined to the cabin - sadly, in our experience, we were let down terribly. Brent was surprised that I was not provided with a list of what was included - I told him I had to rely on the internet as it was virtually impossible to get any information from any where else, and it was so difficult to get a reponse from Cathy Ingles. And then Cathy told Brent I was looking at an 'old' internet package (it was o their main site!!) and some things were not included, but I have sent them a copy of where I got my information with was applicable for all renewals until 12/30/03!!!!!!!!

I will be writing to Disney to complain. I know it was not their fault I was ill, but they could not even get their part right.

And then on the return journey, I was suffering a very painful water infection and then my father took ill - had to have oxygen and then he was taken in hospital on our return. He is much better now.

Sorry this report is so long.

Rosemary

 

[jwann]

I am so sorry for your horrible experience. It makes my heart ache that such incompetence virtually ruined your trip. I hope you get some answers from Disney about your package and the way you were treated.

 

[RellingTwin]

How horrible! You have every right to be upset! Planning and paying for things, and then never getting them. Your WEDDING CAKE?????You never saw it again?????!!!!I'd be livid!
You are right about the Captain, if he dosn't have time, then someone else should do it. How rude for you not to be able to hear your whole song, and for him to leave before the optional reading! I can understand him not staying for dancing ect, but he could have spent a few min.!
As far as being sick, Disney has to revisit this rule. Many people have slight GI upset when they travel. A 2nd examinination is not too much to ask!
I hope your letter to DCL will being some satisfaction.

 

[jgalecpa]

Sorry about the problems.

I didn't know an MD can make a viral diagnosis by a tummy press.

However, to defend the Captain:

First, we were told that the Captain would be 'too busy' and has to dash off straight after the ceremony and he would be 'too busy'

The Wedding ceremony is a profit center to Disney. The ship is the captains Legal responsibility. No matter what is going on, the Captains first priority is the ship and nothing but the ship.

DCL may not like it, but if anything happens it is his head on the line (witness the Staten Island ferry disaster recently).

I say this after having captained infinitely smaller boats, but when you have even eight people on a boat you think about this all the time.


DCL should be very specific about the captains potential inability to serve.

Jim

 

[Ellay]

How absolutely dreadful. I think all your party should complain separately and the least Disney should do is to pay for you all to re-take the cruise, (but I be they don't). What should have been a wonderful time for your family was obviously an absolute disaster, and most of it could have been avoided. Not at all what you would expect from Disney.

I also think that by being so unbending in their rules regarding illness, that a lot of passengers simply will not report being ill and this could potentially cause even greater problems for Disney. Imagine how many people will read your report, and think twice about it.

Glad to hear your dad is much better now.

 

[SeaSpray]

Rosemary:

I am so sorry about all of the problems you encountered on your cruise For the past 20 years I've been dealing with IBS which is Irritable Bowel Syndrome. I get frequent stomach distress which could very easily appear to be a stomach/intestinal virus, but IBS is in NO WAY shape or form a virus nor is it contagious. Hopefully I won't have a bout of it while I'm on the cruise, but I think I will bring along documentation from my doctor stating that I have this illness. (I've had numerous tests performed to rule out cancer and to confirm IBS, so I know he'd give me this documentation).

I understand that the Captain's first responsibility is to the ship, and I think that's a GOOD thing! However, I agree with you that Disney should choose someone else to perform these services onboard so things wouldn't have to be rushed like that. Perhaps they could have him appear during the meal for pictures, and then he could leave again without all the rush about it.

I am glad your father is doing OK. That had to be scary for all of you

Please let us know what, if anything, Disney does to correct the issue of the lack of amenities which was supposed to be included in your package, in addition to the wrong pictures! Did Shutters ever get the correct pictures for you??

 

[rosemary123]

Hi Guys

Thanks for reading my report and your messages of support.

Yes we did get the photo's from Shutters and they are great

Rosemary

 

[mmouse37]

How awful.....no excuse for the way DCL handled your entire situation. I am pro DCL all the way, but this is just not right. When you write your letter be specific and write with a cool head. Keep it as concise as possible but list every error DCL made. State what you expect as compensation....the very least your renewal package portion refunded.

Good luck.

MJ

 

[disneyholic family]

wow.....what an unmitigated disaster....
i am so very sorry to hear about your disappointing (an understatement if there ever was one) trip...
there isn't anything i can say to make it any better...
i definitely would write to disney....include what you wrote here...it covers the blow by blow details quite well...
make sure you send a copy of your complaint to the managing director or president or whatever his title is, of Disney Cruise Lines...

as for the experience with the doctor, i'll take that as a learning point....i will not, under any circumstances, contact the medical centre....thanks for the warning.....(we always carry everything we need with us just in case, including antibiotics, so that we can avoid doctors when we travel, if at all possible)..

finally, i hope your future trips prove much more enjoyable than this one was....

 

[Lisa F]

I just wanted to add my sympathy. The whole thing was truly unacceptable. I agree that the captain's first responsibility is the ship but then he should have had another officer stand in for him (they should have a contingency plan for this) with an apology and a free bottle of champagne and then a visit to you to congratulate you as soon as he has a chance. Everything else was completely unacceptable. Please, I hope DCL "makes it right" though I'm not entirely sure what they could do at this point to ever make that disaster right, hopefully they at least make a sincere effort. I hope this is not a sign of things to come now that Matt Ouimet is no longer at the helm (but reports are that the theme parks are looking much better since he moved over there!)

Lisa

 

[dis4me]

Glad to hear your father is doing well. I am so sorry your renewel sounds like a nightmare. I would complain and then some. I would demand the money you spent on the vow renewel back because it was not to your satisfaction.
If there was an emergency with the capt they should have either had someone else to perform the ceremony or asked you to postpone it to a time when it was available and the capt wouldn't have to rush you. How terrible.

 

[jgalecpa]

i'll take that as a learning point....i will not, under any circumstances, contact the medical centre....thanks for the warning.....(we always carry everything we need with us just in case, including antibiotics, so that we can avoid doctors when we travel, if at all possible)..

My great fear is the misdiagnosis of sea-sickness as Norwalk.

Unofrtunately I think that absent a (right-arm) amputation, I'll try to take care of myself.

Jim

 

[scottygirl]

Originally posted by jgalecpa
My great fear is the misdiagnosis of sea-sickness as Norwalk.

Unofrtunately I think that absent a (right-arm) amputation, I'll try to take care of myself.

Jim

Jim,

Greetings from one CPA to another! I agree with you wholeheartedly. I will make sure I bring my own mini-pharmacy to cover any possible ailment!!

Rosemary,

Sorry to hear about your spoiled plans. I hope DCL will make some amends.

 

[Gina]

Rosemary, what a terrible story... I am SO sorry for all you went through. I know even the best slip up, but WOW did DCL screw up on this in so many ways.

Bring on the flames, but I'm another one who wouldn't go anywhere near the medical center, short of some vital part of my anatomy falling off or spooling out. Last cruise, this past February, another DIS'er pal almost got quarantined when she asked the waiter for some Rolaids. (!!!) She had munched at the mexican buffet, and it wasn't sitting so well. The waiter immediately ran and told someone else, and they made her go to the doctor. It took some doing for her to convince them that she simply wanted an antacid.

My DS got sick once on the cruise, but like any mom, I know my little boy... and I knew it was too much different and rich food for his little system. It's pretty easy to tell that from a stomache virus of any kind, which pretty much everybody has had. No WAY was I taking him to the medical center. And sure enough, he was just fine after a little Pepto. (That's why I travel with a pretty complete medicine kit. LOL)

I sure hope that at least a few heads roll over what happened on your cruise, Rosemary... please keep us posted.

*hugs*

-gina-

 

[Dreamer04]

Oh, Rosemary! I am so sorry for this horrible experience. I'm glad you posted, though. Please keep us updated.

I along with other posters, I have some medial problems that might resemble a viral infection. Under no circumstances will I mention to the DCL staff that I am not feeling well.

The Norwalk Virus has cost the DCL alot of money and PR, in the past. I think now they are over-zealous in their attempts to eradicate the virus. But, if they were truly concerned about their passengers, you would not have been allowed out of your cabin until 9am. As you said, they enforced the rule as they saw fit.

What a terrible reflection on Disney. I hope they wake up!

 

[kasar]

Boy, it seems that you couldn't catch a break! I'm can't imagine how disappointed you were after all that planning. It's funny how after reading these boards for over a year I've noticed so many different experiences. Some people have service above and beyond any expectations and some people can't get basic needs met. In any service industry there people who just don't seem to care enough to follow through and provide superior service - we just don't expect that from Disney. Unfortunately, it happens (happened to us last cruise due to Bush family with us but not too bad and certainly not as bad as poor Rosemary).

I sure hope that we get great service on our upcoming cruise - it really makes a difference. Rosemary, I'm sorry to hear about your problems. Hopefully you'll try again although I wouldn't blame you if you didn't.

 

[4nana]

Sorry about your Dad and glad to hear he is doing better.

Always very disheartening when cruises do not go as planned or as anticipated. Even worse when Disney questions your integrity thru their misdiagnosis. I hope your complaint works out to your satisfaction. I feel your pain and hopefully time will mend your disappointment and heal the hurt you feel.

Good luck!
~ Sandie

 

[mrsfuzzmo]

How do they KEEP you in your room? I would have just left and enjoyed the cruise. they can't keep and eye on everyone with a little diarrahea can they?
What would they have done if they CAUGHT you sitting at the pool or reading a book on the deck somewhere? I am serious.... I am not being fasicous (sp?)....I really want to know!

Maureen

 

[rosemary123]

They don't physically restrain you, but just make sure you will feel guilty if you do venture out by saying things like 'you are infectious' 'you are contagious' you will pass it on to others' ' you will spread it around the ship' 'it's the law' etc.

But as someone earlier said, and I did indeed say to the medical centre - how can an MD diagnose Norwalk by pressing the abdomen?

I felt like a criminal when I went to immigration who had been let out of jail!

Thanks to you all for your words of sympathy and support. I will keep you posted.

Rosemary

 

[Sebastian_the_crab]

I can understand the Captain is in charge of the ship. That's his job. But what happens when he sleep? Another officer, usually the XO, is in charge. So why not treat a wedding like that? Put the XO in charge of the ship. He does it all the time anyhow. I find it hard to believe the Captain was sooooo but as to NOT be able to preform the whole ceremony. Maybe HE had the Norwalk Virus. HMMMM.....what would happen if he actually had it? Would HE be confined to HIS cabin for 48 hours?