My experience has been lukewarm. Some of my emails are responded to quickly, most take 24-72 hours, with about 2 days being the norm.
I have had to monitor things myself (like waiting for a particular category to open up for my cruise) and seemed to surprise my agent that shuffling numbers of occupants between cabins in different categories in different combinations resulted in vastly different fares. I did the calculations to figure out which was the cheapest, and ended up asking her to change the way it had been done. I wished that she would have been savvy to that detail of
DCL pricing and helped me with that proactively. Had I not discovered it myself, I would have paid almost $300 more. I felt that that was knowledge an experienced person should know.
My agent also didn't inform me when the booking/reservation windows changed for DCL, and sent me an automated message with the old, erroneous message about booking window timing, and that could have impacted my ability to book excursions/Palo dining because my window had actually already started and I didn't know it, due to the DCL change. I did email John and he apologized, but the DU website was unchanged for awhile, and no one in my group of DISers who booked with DU received a letter with the corrected booking windows. I thought that was a bit of a miss. (Interestingly, this cruise we did not get a reminder about booking windows or anything else).
That being said, my agent has always been courteous, is able to take detailed instructions and apply them perfectly to my reservation, and seems to do her job well. She seems intelligent and with-it. She has been willing to talk to me on the phone when I had several things to discuss, though it took about a week or ten days for the call to happen due to her personal needs (which was fine, and seemed like an exception).
Honestly, I use them for the OBC. While I couldn't say that they had performed badly on my behalf, and seem like very nice and courteous people, I haven't found the service in and of itself to be worth the loss of control and direct communication with DCL, in the absence of an OBC because it has seemed to be just a *booking service* for us, nothing more, nothing less. I think many people have had very good experiences, have had fast turn-around times, and have had proactive messages from DU about potential savings and changes, etc, or at least that is what I see her on the DIS from some folks.
That is my honest and unbiased experience. Hope that helps.
