Disney did the right thing !!!

[bettemom]

Hi Guys,

We just thought that we would post this here for others to read...

As a short explanation for everyone, on the 10/11 cruise , which was at capacity we were told at the terminal that our porthole room was unavailable and we were given an inside cabin in a pretty poor location.

The only thing we asked of Disney was to have the money difference between the 2 cabins returned to us, that request was sent to guest services by our travel agent Beci from Cruising Co Etc. when we returned from the cruise. Customer service denied her/ our request for compensation.

I had a phone call from my travel agent today and she said that a senior member of management at Disney has reversed the customer service letter (that stated we were not due compensation on the forced room change during the 10/11 cruise) and that in fact Disney is going to refund the price difference between the 2 category rooms.

If anyone needs a GREAT travel agent I can recommend Beci & her agency Cruising Co Etc. with glowing recommendations. Even though none of what occured was in any way her agencies fault they ( the agency) sent us a check last week for my family to have a shore excursion on them on next Octobers cruise.

This is an example of fantastic customer service from a travel agent and an example of Disney " doing the right thing" for their guests.

Bye, Kim

P.S. The story I told you is not as simple as it appears, many complex issues were involved and ALL PARTIES agree that our cabin problems were not handled correctly from the start. Our staterooms did not involve any upgrades, heck if Disney gave us an upgrade what would I have to complain about. It does not serve any purpose to bash anyone or any company any longer. What was important to us was that Disney credit us the difference in stateroom costs and that is what they did. The only reason we chose to post this was to let other's know that Disney did the ethical thing and steped up to the plate and made right by us.

 

[JOC]

Let me get this straight: You originally paid for a porthole cabin, and when you got to the port Disney said none were available and moved you to an inside cabin? Why didn't they refund you the money to begin with if you didn't get the type cabin you initially reserved?

 

[Hygiene99]

So glad to hear that all is well!!! See you soon!!

 

[rundogrun]

Holy Cow!!! DCL wasn't going to refund you the difference until your TA got involved?

That's not right. Not only should they have refunded you the difference, they should have offered you a stateroom credit for moving you from a confirmed outside to inside.

That's just my opinion...I'm glad you're happy with the way things turned out, but wow...I would have been miserable if I got moved to an inside cabin.

Was there a problem with the porthole room? Or did they move somebody else into it?

 

[KaitlinsMom]

Was it a Secret Porthole Room? - I believe those rooms are catagorized as inside rooms -

 

[Lloyd Dobler]

Originally posted by rundogrun
Was there a problem with the porthole room? Or did they move somebody else into it?

I've heard that some of the staterooms weren't finished after the drydock (this would have been the first cruise after it), so people had to be moved.

I think it's kind of cheesy that they moved you from an oceanview room, which you'd had reserved, to an inside room and didn't offer any compensation at all when you checked in. I would think that refunding the difference between categories is the very least they could do. I would hope that they'd give you a better category, if possible, or at least drastically discount your trip to compensate you for your inconvenience. I'm not saying I would have wanted to be moved the the Walt Disney Suite, but I'd want more than just the difference in price. If I wanted to save that amount of money, I would have booked the inside room in the first place. There would have to be some incentive for me to agree to this.

I'm glad it worked out the way you wanted, but it's a bit discouraging to me to see that a manager had to get involved to give you what any reasonable customer service rep should see is more than fair. Am I missing some key element of the story? Did you book an inside guarantee and get upgraded only to get downgraded again?

 

[AnnMorin]

If you would allow I will give a quick synopsis from what Kim explained to me. She booked WELL in advance a secret porthole cabin. Although it is "technically" an inside cat. she was aware as to what cabins were reclassified and requested and was assigned that cabin. Upon arrival she was told that cabin was out of service and was displaced to a "regular" inside cabin. HOWEVER someone in actuality was inhabiting the cabin she booked. She tried to be polite and request a refund , never demanded anything..... anyhow being polite often does not work.
Upon reading of the inequities sometimes that happen on DCL (specifically one who got what they paid for but was unhappy and was granted a huge upgrade) she attempted yet again to have her conerns addressed.
I am thrilled for you kim that it finally all worked out. I love DCL and knew in my heart they would do the right thing!

 

[mcnuss]

Ann, thanks for clarifying. Indeed, DCL did the right thing by these people. But how rotten that they were lied to in the 1st place!!

 

[Tandyc]

If she paid for a inside room, but knew it had a secret porthole, then what would the price difference be? All she asked for at check in was the difference between the two, right? But there would be no difference.

I must be missing something.

I'm truly happy it worked out the way she wanted it to, but I still don't get it.

 

[bettemom]

Originally posted by Tandyc
If she paid for a inside room, but knew it had a secret porthole, then what would the price difference be? All she asked for at check in was the difference between the two, right? But there would be no difference.

I must be missing something.

I'm truly happy it worked out the way she wanted it to, but I still don't get it.

We were originally in a cat 11 ( no porthole). Disney had available the secret porthole, which we then booked 13+ months in advance . The $$ is between a cat 10 & a cat 11.

Kim

 

[RellingTwin]

YIPPEE! SO GLAD IT WORKED OUT!

 

[strawberryblonde]

Originally posted by bettemom
We were originally in a cat 11 ( no porthole). Disney had available the secret porthole, which we then booked 13+ months in advance . The $$ is between a cat 10 & a cat 11.

Kim

This makes perfect sense to me now. You paid a certain, extra amount to get a SPR and then didn't get the SPR, you should get that extra amount back, go back to the way things were. It makes me uneasy that DCL put someone else in your room in the first place though . Why would they do that? What if someone "special" decides they want my room, where does that leave me?

 

[dis4me]

Kim I am so glad it worked out.We had a problem on our 11/1 cruise and I felt guest services handled it poorly. Then I found out on the same cruise was given a great room with no probem. It is all in who you deal with. I am glad you finally were compensated.

 

[Hygiene99]

We dont know why some one was in the stateroom they could not have ???????

 

[LisaGoeke]

I'm glad to hear that it all worked out in the end. Enjoy your next cruise and your free excursion.

 

[mcnuss]

We dont know why some one was in the stateroom they could not have ???????

Help? What does this mean?

 

[TChrist05]

Having dealt with the supervisors at the port the last two times we cruised, I found out that there are always supervisors to the supervisors at port each and every day the ships sail. If you are not pleased with what you are told, you have to at least ask for the other supervisor. They do want everyone happy, and most definately when you are sailing since they do not want you unhappy the whole cruise. Most of our dealing with them they have been very fair and understanding. They do try to make things right......
Tom

 

[trishy]

Bummer your agent had to fight so hard for it, but I'm really glad it all worked out for you.





(Lisa, beautiful pictures!!!)

 

[rae519]

I was a bit miffed because my favorite stateroom (5622) hadn't been completed by dry dock, so I was moved. I did go there FIRST when I got on the ship to see what the situation was - well, it was being renovated - so I felt a lot better than I would have if I saw someone moving in!!!!!

Glad to know Disney did the right thing.

Rae

 

[mcnuss]

Rae - I'm glad "our" stateroom will be nicely renovated for our next trip! Still trying to work out a time to go in the summer, but it's looking more & more like next November...the wait is killing me!

Allison