Has anyone else had issues with the new Oceaneer's club/lab policies?

[Conservative Hippie]

I have been going back and forth with a rep via both email and phone. I sent her the navigators to show her that there are huge blocks of time for the open houses on the Wonder as when we spoke, she said that they were only 1 or 2 hours at a time.

I also asked her how it was fair that in order for kids to participate in certain activities in the KIDS club, they needed their parents to be with them (as per the navigtators activity schedule during open houses). Unfortunatley she did not address that part of my email, but please see the response below.


"Hi Kim!


I did look these over and spoke with some folks from the Youth Activities. From my understanding the children who are in the Oceaneers Club/Lab while there is an open house happening are moved to the other side and their activities continue. The counselors are divided by age group of the children and they will still continue the programming on either side of the Club/Lab with age/stage appropriate activities with the children who are not visited by their parents.



When there is an open house, the activities are set for parents and children in that area. I would say, once you are onboard and see what exactly is happening during your sailing you will be able to decide which activities you will want to do as a family.



Even though your sailing had a “Kids Sail Free” offer, it does not mean that the ship will be sold out for children. We have specific limits for selling the ship based on age groups that we can accommodate in the youth activities area, so there will always be plenty of room for all children if they all decide to participate in the programming. Typically, when school is in session there are fewer children who sail, so we make special offers.



Hope this helps! I know you and your family will truly enjoy sailing, I wouldn’t worry about anything."

I don't think that tells us anything at all.

 

[kimmypie1]

I don't think that tells us anything at all.

yeah she pretty much repeated what she had said over the phone to me. I said I would post my reply when I got it, so I posted it.

 

[peachygreen]

Here's the thing, one can plan all they want to based on previous navigators even before this change and things change. The dates that events happen, the things that are offered etc all change from cruise to cruise. I had the navigators from the Eastern cruise 2 weeks before my eastern cruise and everything from the show offered on Formal Night, to children's programming times were all different. The mix of kids in the club/lab from cruise to cruise change too so the interactions change.

I can understand being concered over the hours of the open house, but I think that stressing out about it in advance is not helping anyone. Disney will continue to tweak these open houses to get the best mix they can. It will take a few cruises for this to happen I'm sure but they will keep tweaking. If the Open houses aren't well attended they will scale them back. If the secured programming is getting too crowded they will change their policies. One thing I have learned is the the Children's programing is dynamic on DCL and is constantly changing to meet the needs of the passengers.

I will be honest with you though, the people shoreside answering the phones and the emails are probably not the ones to give you straight answers or the ones that have the ability to effect change. Its going to come from feedback on board.

 

[Conservative Hippie]

yeah she pretty much repeated what she had said over the phone to me. I said I would post my reply when I got it, so I posted it.

I am truly disheartened that no one is getting a real response. I can only hope that someone out there is taking the letters seriously.

 

[True Romance]

I am truly disheartened that no one is getting a real response. I can only hope that someone out there is taking the letters seriously.

I have written twice and called once. My first email I sent through their Contact Us form on the DCL website, I did get a personal response. The 2nd email I sent to the email address listed earlier in this thread or another, my response was the form letter. When I called yesterday I spoke to a Guest Services Supervisor, I don't think they have any clue what is going on on the ships. She told me I could leave my kids in the Open House without a parent, it was still supervised by CM's.

People need to keep calling and sending emails for anything to change. Also, those onboard need to talk to management onboard and complain.

You would think with a new ship coming out, they would not want to rock the boat and make a lot of their loyal passengers angry.

 

[Yokelridesagain]

I am truly disheartened that no one is getting a real response. I can only hope that someone out there is taking the letters seriously.

What would constitute a "real response" to you? You are getting notification than your concerns have been noted and that evaluations of the policy are ongoing. Several of you have gotten personalized replies.

Now, wanting a response that is at least accurate is very reasonable, and it sounds like several haven't gotten that from shoreside...unfortunately, that's very typical of their knowledge level in general.

Right now, you aren't getting a response that they are going to change things to your satisfaction. That doesn't mean that you aren't getting a reasonable reply.

 

[Conservative Hippie]

What would constitute a "real response" to you? You are getting notification than your concerns have been noted and that evaluations of the policy are ongoing. Several of you have gotten personalized replies.

Now, wanting a response that is at least accurate is very reasonable, and it sounds like several haven't gotten that from shoreside...unfortunately, that's very typical of their knowledge level in general.

Right now, you aren't getting a response that they are going to change things to your satisfaction. That doesn't mean that you aren't getting a reasonable reply.

A "real response" would answer the questions that I asked. Most of us have gotten the exact same copy/paste form letter. I don't consider that a "real response." All that says is "We received your email and noted the subject."

 

[threewilmingtonwalls]

I am truly disheartened that no one is getting a real response. I can only hope that someone out there is taking the letters seriously.

Using your DCL "phrases to make us sound more sincere when sending out auto-generated response letters" handbook, I see.

 

[justhat]

Not this time, but if they can do it on the Wonder, they can do it on the other ships as well.

I agree, but I think it will be on a case by case basis. Like I said, the Wonder often has colder weather based on its current itineraries. So maybe that is why they felt the need to offer more family time.

I have been going back and forth with a rep via both email and phone. I sent her the navigators to show her that there are huge blocks of time for the open houses on the Wonder as when we spoke, she said that they were only 1 or 2 hours at a time.

I also asked her how it was fair that in order for kids to participate in certain activities in the KIDS club, they needed their parents to be with them (as per the navigtators activity schedule during open houses). Unfortunatley she did not address that part of my email, but please see the response below.


"Hi Kim!


I did look these over and spoke with some folks from the Youth Activities. From my understanding the children who are in the Oceaneers Club/Lab while there is an open house happening are moved to the other side and their activities continue. The counselors are divided by age group of the children and they will still continue the programming on either side of the Club/Lab with age/stage appropriate activities with the children who are not visited by their parents.



When there is an open house, the activities are set for parents and children in that area. I would say, once you are onboard and see what exactly is happening during your sailing you will be able to decide which activities you will want to do as a family.



Even though your sailing had a “Kids Sail Free” offer, it does not mean that the ship will be sold out for children. We have specific limits for selling the ship based on age groups that we can accommodate in the youth activities area, so there will always be plenty of room for all children if they all decide to participate in the programming. Typically, when school is in session there are fewer children who sail, so we make special offers.



Hope this helps! I know you and your family will truly enjoy sailing, I wouldn’t worry about anything."

I think it sounds reassuring. I just doubt DCL would want to make anything suck for the majority of guests and it sounds like they have a good system in place.

I agree that it sounds like people are just upset that the answer isn't "yes, we'll change things back for you".

 

[Conservative Hippie]

Using your DCL "phrases to make us sound more sincere when sending out auto-generated response letters" handbook, I see.

 

[Bear3412]

Here's the thing, one can plan all they want to based on previous navigators even before this change and things change. The dates that events happen, the things that are offered etc all change from cruise to cruise. I had the navigators from the Eastern cruise 2 weeks before my eastern cruise and everything from the show offered on Formal Night, to children's programming times were all different. The mix of kids in the club/lab from cruise to cruise change too so the interactions change.

Everyone, this says it all. All posts IMHO have shared valid concerns, but try to remember the above. Read a few Navigators from your sailing shortly before you sail if possible, just to get a framework, knowing it will alter somewhat, then relax and go with the flow. After emailing DCL, what else can we do? Sail Carnival? Just Kidding.
Happy Cruising

 

[Disney Dreams]

I have been reading every post on this thread from the day it started. Just a few thoughts.

...Now, we are having to cancel things we had counted on doing, and really wont know until we set foot on the ship when that will be necessary....We are planning Palo as our 10th anniversary dinner, and yes I would be VERY upset if we were forced to cancel it. It IS a big deal to me.

Why do you have to cancel anything at all? Keep your plans and check the schedule for the Clubs when you board. If they conflict, talk to Palo or the Spa reps about adjusting the time because of the Kids' Clubs schedule. Or, have your child go to whatever club has secured programming during that time. Will the time there be perfect? Maybe, maybe not, but they are getting time to play without their parents in a fun place on a cruise ship on vacation. Every child should be so lucky.

Disney could if they wanted, set a certain amount of visitors to each room. Give them a visitor pass and when that # is reached the next parent either has to wait for someone to leave or come back another time and see if one is available.

That would control the # of adults in the clubs. It would allow the parents of toddlers and children with extra needs a chance to play in the club and with limited #'s it hopefully wouldn't disrupt the regular operation of the clubs.

If this were done during normal club hours, there are still adults in the room with children that they are not related to who have not authorized this. This is a problem.

... parent's areen't allowed to stay and get their children settled? What about children that are upset and just need a few minutes with their parent to get adjusted? If parent's aren't allowed to at least stay and comfort their child, then that' is a cold, and cruel policy that clearly isn't in the best interest of families.

But what about the other children in there at the time whose parents did not authorize for another parent to be in with their child? Just because someone is a parent to one child does not mean that every parent wants them around their own children.

What if someone without kids wanted to come in and make Flubber? Is that okay? They are just there for a little bit. It is in their best interest. It's happening on the cruise ship. Why shouldn't THEY be able to stay? (Yes, the answer is: Because they don't have a kid in the kid's club. But moreso, because there is no reason for them to be around other people's children inside the kids' clubs. Same is true with someone who has a child. There is no reason for them to be around other people's children INSIDE the kids' clubs.

The adult that was let into the teen area appears to be an isolated incident and it appears Disney is throwing the baby out with the bath water. The adult wasn't the parent, that is why I disagree that parents not be allowed in. Non parent yes, and in this case this was a non-parent and that should have never been allowed. So for me the issue is with letting non parents in

That is the incident people here on DIS know about, but no one knows if there was something else that caused this change. As for non-parents, why shouldn't they be allowed? They paid for a cruise too. If a parent can be around someone else's kids why can't a non-parent? (Yes, I'm playing devil's advocate.)

...Bottom line is if the kids aren't happy, Mom and Dad get no alone time and for us that's a big deal.

Then have your kids be in whichever club they can at the time you want alone time. Or, change your alone time. Again, the kids are on vacation, on a cruise ship, in a place to play and have fun. Life should be so wonderful for every child on Earth.

Exactly. I am a planner. I have a 10th anniversary dinner booked at Palo....

Most of us just cannot operate that way. I refuse to go into an epensive, once ayear vacation with NO plan whatsoever. Not happening. You can plan, and have backup plans for weather and unforseens. I don't want to have to wait to board to know when DD will have access to age appropriate programming. I want to know hw will have a place to go when we plana Palo ressie that HAS to be booked in advance. If they are going to do advanced bookings for things like Palo, Remy, the Spa ect., they need to let us know when our kids are going to be jammed into one club with all ages so we can plan around that. I am not opposed to open houses, but as there seem to be very few families taking advantage of them, I think the amount of time allotted is clearly excessive.

We planned our vacation for our MR cruise. Then a hurricane decided to arrive. Our ENTIRE itinerary changed moments before stepping foot on the ship. Sea days were port days. Palo brunches had to be moved. Spa appointments were now on days when activities we enjoyed were happening. Ports we knew nothing about were now part of our vacation. EVERY element of "the plan" was shot out the window. And you know what? Disney assisted with shifting things, rearranging plans, helping with options, and we had an amazing time. Including a wonderful anniversary dinner at Palo on a night different than our original reservation. It was a great week - not at all as we planned, but fantastic!

...Our Palo dinner is booked during Saturday's Lab open house. If my 9yr old cannot sign himself into the lab during the open house, I will be having to cancel our Palo dinner.

Or... talk to Palo management and try to shift your dinner, explaining that the Kids Clubs changes made it necessary to do so.

And I don't see why you can't just see that for those of us that are planners, not having set times doesn't work. My family (and apparently lots of other posters' families on here) feels that we will be losing in this situation because we cannot schedule a couples massage or Palo brunch or dinner because it may be at a time that is scheduled to be open house and my children will be miserable.

Again, make your plans. See how it meshes with the schedule once you board and then go talk to spa or Palo management as needed. Unless you are in Palo every night and at the spa every day, it should not be that big of a deal. Honestly. They understand and help when/how they can.

...Regarding wave phones, does anyone know if we can get more phones per room? My 12 year old daughter will have one and we'll have the other. Is there a way to get one for my son too?

Yes. There is a nominal fee, but additional wave phones are available.

...It seems to me to be a cost cutting measure, because the Mexican Riviera cruises have not sold as well. They have had to do kids sale free and such, which is why i think the hours are so much longer on the Wonder....

I have seen it mentioned a few times that this may be a cost cutting measure, so this is not aimed at you, just a general question. How would this save DCL costs? The Youth Activities' staff are on contracts and paid a salary, not hourly. So I don't understand how this saves money for DCL at all. Maybe I'm missing it, though.

Remember folks, it's play time on a cruise ship on a wonderful vacation. It's a good thing.

- Dreams

 

[Bear3412]

Great post Disney Dreams.
This too folks.

 

[princessmom29]

I'm sorry, did I miss the memo that everything is all about you? I can't believe these comments you made. You sound like you are insisting that these rules be changed to better accommodate you OR ELSE. There are thousands of people who's opinions matter every bit as much as yours. You are going on a family vacation. It's not just to benefit YOUR family and your anniversary. It's to benefit EVERY FAMILY.

And I realize you do not think your children should have to compromise, but guess what, life is all about compromise so I suggest you start teaching them a little tolerance now so they do not adopt the same attitude as you seem to have later in life.

I hate to be unpleasant on a forum that should be more focused on the positive and joyful experience we are all lucky enough to have the opportunity to do (when so many others would love to have this problem of yours) but I just cannot believe some of these comments you are making.

Go ahead and blast me.

No, it is not about me. Did you read the post I was replying to? She was talking about what worked for her and her family and essentially saying we should all just fly by the seat of our pants like she does because it works for her. I was pointing out that it DOESN'T work for me. I never, ever said that everything should be engineered to work specifically for me. I don't know where you are getting that or how you think you can assume anything g about what I am or am not teaching my child. You don't know me. I was simply pointing out that HER way is not the only way, and there needs to be a solution that works for the majority of people. The only way to reach that is for families to voice what is or isn't working for them. I don't see anything wrong with that.
I never said my child should not have to compromise??? What I said was that she shouldn't have to be shoved into an overcrowded club without age appropriate activities to accommodate a few families. I stand by that. There has to be a better solution. I have said multiple times that I am not opposed to open houses, but I feel that the way they are currently being done is a poor choice and definitely could be improved. Again, I don't see what is wrong with expressing that???

 

[princessmom29]

I have been reading every post on this thread from the day it started. Just a few thoughts.


Why do you have to cancel anything at all? Keep your plans and check the schedule for the Clubs when you board. If they conflict, talk to Palo or the Spa reps about adjusting the time because of the Kids' Clubs schedule. Or, have your child go to whatever club has secured programming during that time. Will the time there be perfect? Maybe, maybe not, but they are getting time to play without their parents in a fun place on a cruise ship on vacation. Every child should be so lucky.

Our cruise is sold out. Palo is sold out for most nights. I highly doubt I would be able to just walk in and get a new ressie. I don't think it's fair to force my kid into something she would be unhappy doing during our vacation if it could possibly be avoided. Why is that such a bad thing???
If this were done during normal club hours, there are still adults in the room with children that they are not related to who have not authorized this. This is a problem.


But what about the other children in there at the time whose parents did not authorize for another parent to be in with their child? Just because someone is a parent to one child does not mean that every parent wants them around their own children.

What if someone without kids wanted to come in and make Flubber? Is that okay? They are just there for a little bit. It is in their best interest. It's happening on the cruise ship. Why shouldn't THEY be able to stay? (Yes, the answer is: Because they don't have a kid in the kid's club. But moreso, because there is no reason for them to be around other people's children inside the kids' clubs. Same is true with someone who has a child. There is no reason for them to be around other people's children INSIDE the kids' clubs.


That is the incident people here on DIS know about, but no one knows if there was something else that caused this change. As for non-parents, why shouldn't they be allowed? They paid for a cruise too. If a parent can be around someone else's kids why can't a non-parent? (Yes, I'm playing devil's advocate.)


Then have your kids be in whichever club they can at the time you want alone time. Or, change your alone time. Again, the kids are on vacation, on a cruise ship, in a place to play and have fun. Life should be so wonderful for every child on Earth.



We planned our vacation for our MR cruise. Then a hurricane decided to arrive. Our ENTIRE itinerary changed moments before stepping foot on the ship. Sea days were port days. Palo brunches had to be moved. Spa appointments were now on days when activities we enjoyed were happening. Ports we knew nothing about were now part of our vacation. EVERY element of "the plan" was shot out the window. And you know what? Disney assisted with shifting things, rearranging plans, helping with options, and we had an amazing time. Including a wonderful anniversary dinner at Palo on a night different than our original reservation. It was a great week - not at all as we planned, but fantastic!

That was a act of God. This is something Disney can easily fix by just publishing the open house times. I don't think they compare. I live in hurricane alley, and take them seriously. I would hardly say this rates he same.
Or... talk to Palo management and try to shift your dinner, explaining that the Kids Clubs changes made it necessary to do so.

Agian, if it sold out there won't be another reservation to be had
Again, make your plans. See how it meshes with the schedule once you board and then go talk to spa or Palo management as needed. Unless you are in Palo every night and at the spa every day, it should not be that big of a deal. Honestly. They understand and help when/how they can.

IF they can. I don't want to have to count on that on a sold out boat
Yes. There is a nominal fee, but additional wave phones are available.


I have seen it mentioned a few times that this may be a cost cutting measure, so this is not aimed at you, just a general question. How would this save DCL costs? The Youth Activities' staff are on contracts and paid a salary, not hourly. So I don't understand how this saves money for DCL at all. Maybe I'm missing it, though.

Remember folks, it's play time on a cruise ship on a wonderful vacation. It's a good thing.

- Dreams

.

 

[Bear3412]

Easy people. No one should be defensive. Post you point and move on. Remember a lot IS LOST in typing a post.

 

[Disney Dreams]

Our cruise is sold out. Palo is sold out for most nights. I highly doubt I would be able to just walk in and get a new ressie. I don't think it's fair to force my kid into something she would be unhappy doing during our vacation if it could possibly be avoided. Why is that such a bad thing???

Hopefully it will help you to know that there are Palo time slots that are held back and not able to be booked prior to sailing. Upon boarding the ship, there is a designated place where people hoping to get a Palo reservation or shift an existing reservation can go. You certainly CAN walk in there, explain, and with a high likelihood, shift your dinner plans for Palo.

That was a act of God. This is something Disney can easily fix by just publishing the open house times. I don't think they compare. I live in hurricane alley, and take them seriously. I would hardly say this rates he same.

My point was... DCL staff is great at working with their guests to make your cruise enjoyable.

And I never ever said not forcing a child to do something they don't want to do is a bad thing.

-Dreams

 

[tinkerbellandeeyor]

Did I miss something because I thought adults with out kids were allowed to the open house but I could be wrong

 

[Big Mo]

I sent a short message a few days ago. Paragraph 1 expressed concern about lengthy open house hours. Paragraph 2 asked them not to reply with a form letter stating "I am truly disheartened."

They didn't read paragraph 2.

 

[Disney Dreams]

Did I miss something because I thought adults with out kids were allowed to the open house but I could be wrong

Oh PLEASE tell me this is true!!!

DH and I have wanted to make Flubber and bake cooking with the chef for 3 cruises now. Please say it's so!

- Dreams