Letter to Disney Cruise Lines

[3smithboys]

I wrote a letter to Disney Cruise Lines following our August cruise to voice a concern we had with the kid's club. We decided to write this letter at the suggestion of a Disney Cruise Line employee who we were speaking with at the Dolphin after our cruise. He told us that he had similar issues with the club when he took his grandchildren on a recent cruise, but he got nowhere and a letter from a guest would go further than him speaking with someone.

DH and I wrote a nice letter to DCL, and we were not asking for anything in return. Only telling them about our experience and how we felt that things could be different.

The response we got back today was not what we expected....it didn't address any of our concerns. It was as if they didn't even hear what we said. They were "defending" the cruise when the cruise didn't need to be defended! Their reaction seems almost childish...like - how dare you have a problem with our cruise... The letter seemed very pat and form....I expected something more personal.

We didn't attack in any way. That's what I find so strange. We were not angry, in fact - we had a good time and have already booked another cruise.

Has anyone else every written a letter to DCL?

 

[Toddymae]

Would you be willing to share your letter and copy the response you received. I think this would be helpful as many of us have had/heard problems with the clubs. The more letters the better - maybe then things will change.

Thanks for trying to improve the program - sorry no one listen.

 

[over50visits]

I did write Disney once about a theme park restaurant problem, so bad I thought they should know. They were really nice about it (I didn't want anything other than for them to know), said they had spoken with the manager, and on our next visit it was fixed. They couldn't have been nicer.

 

[tvguy]

Would you be willing to share your letter and copy the response you received. I think this would be helpful as many of us have had/heard problems with the clubs. The more letters the better - maybe then things will change.

Thanks for trying to improve the program - sorry no one listen.

That probably would be most helpful and give us some insight into the problem and their response.

 

[thatgrrl]

i am curious about the issues too. i know there are concerns about the older kids not beings structured but anything more specific would be helpful to me. My daughter will be in the Club next week and after a really BAD experience on RCL I want to know if there is anything I should be prepared for.

 

[3smithboys]

Thanks for responding...my letter to DCL was 2 pages long so I think it would be too long to post. But the GIST of it was that since we were seated at 2nd seat dining, by the time by 6 year old twins got to the kids clubs (and they did the Dine and Play) all of the "cool" activities were completed.

We talked up the kids club with them forever before we cruised because we had gone on another line before and they hated the club there - they thought it was boring - they also didn't like being put with the younger kids on the other cruise line. DCL assured me that they separated the kids into smaller groups.....BUT when the twins got there later in the evening sure enough the 3-7's were ALL together for the whole time. We were beeped to pick them up the first and second night of the cruise because they were BORED!

We felt that the fun activities (such as "Flubber") that were offered earlier in the evening at a time when children who had first seating dining were able to do them should be offered again for the children who have second seating dining.... that was it.....that was our suggestion....no more, no less. We felt that by the time our kids got to the kids club for Dine and Play they were put together with the 3-7 year olds (which we were told they would separated out) and they were spending a lot of their time "watching movies and playing computer games." They sometimes had the slide area open for 15 minutes...

We like the idea of 2nd seating dining because we liked not having to rush back from port to get ready from dinner, and the kids handled the late time really well. BUT we are requesting a change to early seating for our next cruise because all of the activities that the twins wanted to try in the clubs - they missed them because we were either at a show or getting ready for dinner or at dinner.

DCL told me that according to the Navigator, there are plenty of things for the kids to do. They never address the fact that the 3-7 are doing everything together in the evenings even though I was told they would not be.... (All I know is that when my kids were beeping me to be picked up because they were bored, telling me that this was NOT like in the DVD that they saw, and that they were in with the babies....we were not happy.) DCL thanked me and say that it will be passed on to the appropriate people, but you all know what that means...


Edit to add...the day we were at sea they had a great time, they loved the activities! So, we know they will have a great time when they can be involved in the AGE APPROPRIATE activities, not lumped in with a large group of kids in a babysitting event.

 

[thatgrrl]

i think your letter was valid. maybe when it gets passed onto the management on the ship it will be useful.

did they beep you to come get the kids because the kids requested they contact you or did the kids club folks make that decision?

 

[3smithboys]

No, my kids requested to be picked up... at 6 1/2 parachute games with 3 year olds held no interest for them! We felt that later in the evenings DCL did a poor job differentiating activities for the children. BUT that was when DH and I were hoping to do some things ourself.... not going to happen when you are getting beeped because your kids are bored. That shouldn't be happening on a Disney ship IMHO. Our kids are not shy and have each other, so it wasn't like they were scared.... They were really excited!

Our 11 year old could sign himself in and out, so he wasn't as much of a concern. If he liked an activity, he would stay - but he spent a lot of his time by the pool with some friends that he made.

 

[kileybeth]

yes, this is a valid concern. We are cruising in a week and my 2 (DS7 and DD4) are excited to go to the clubs. However, I have to wonder if we will face the same thing. We specifically requested late dining as that is what works best for our family. I was so sorry to realize once I saw the navigators that they would miss out nearly every day on the "fun stuff" if they went to the show with us or went to late dinner with us. The early seating is just way to early for our family to eat.

So we plan to play it by ear and see how it goes. I hope others will address this issue with DCL and perhaps the voice of concensus will be heard.

So not fun to have paid all this money because of how good the kids clubs are and then have it not be available unless you take early dining. boo.

I notice they specifically have that graduation/friendship rock thing much earlier than other activites so as not to interfere with early dining! go figure!

ETA: Wait? the pirate ship slide was closed? Why would that be? My kiddos are huge climbing and slide fans, PLEASE tell me they will be able to at least play on this thing I have been showing them for months! oiy!

 

[Poohbush]

Very frustrating that they really didn't address your concerns. We were on a 3 night in July, and had some of the same complaints. We had early dining, and the only time they offered Flubber, was at 530pm. The kids wanted to eat with us at dinner, so they had to miss Flubber. Then, the cookie making activity was at 1230pm, the day we were in Nassau. Again, the kids had to miss it as we had an excursion to visit the Atlantis. They loved the kids club on their last cruise, and were so looking forward to playing in there again. It was so disappointing for them to find out they kept missing their favorite activities. I totally forgot to write it on the comment card - which by the way - has no room to write much of anything! Maybe I should have sent them a letter too! The rest of the trip was fabulous, and the weather couldn't have been nicer!

 

[jd99]

This is in no way meant to be a criticism but perhaps your letter was too long. I know that being brief and to the point is more likely to get a more personal response. Sometimes when people reading those letters see something longer they give a more "form" response. That being said, that should NOT happen ever as every customer's concerns should be weighted equally in my opinion but I think that human nature might mean that your letter got less attention than it should have because it was longer and more detailed.

I have sent two letters in my days. One time with a suggestion to DCL and one with a complaint to the resorts. Both letters were a few paragraphs each and both received personal responses - actually a call on the one to the resorts. That's why I think maybe the above theory may have some validity.

 

[atinkerbellmom]

Not trying to fly to the defense of DCL; because we too see the activity difference. We have struggled with all of our past cruises in this department because of late dinner. I have even told my DH that this is one of the MAIN reasons there is such a demand for Main dinner. Our last cruise was the first time DD was able to participate in the Goofy PJ party and that was because we decided to let her skip dinner. So I agree with you about the second dinner folks getting second children activities..... BUT........ I think the reason DCL does it is because the numbers are so down in the clubs after 8PM. They have so many children there that are settling down for the night. The activities go to more calm activities and they have less children in the clubs at this time. So to utilize the staff better, they group the children together. Now we are late night people; late to bed, late to rise (and yes I hear the Early dinner kids running the hallways at 7AM ); but I guess I do not see them adjusting to our life style.

Since I do agree with you that our children should not "Miss Out" on any activities; I do think DCL should offer those cool activities on alternating days but during the evening while the MAIN kids are at dinner. I do understand though the settle down time in the kids club. I know after just completing dinner your boys may not be ready to settle down, while you and hubby go out; but they have to. We have explained this to our kids that that time may be a "hang out" time for them, but make the best of it. Now do understand that that is the only "hang out time" our kids get on the ship. We NEVER leave them while we are in Ports of Call, so that is the only casual time they get. They participate in all of the age appropiate activities when they are offered and know that is a "down time".

I agree that sometimes the letters back are not warm and fuzzy. We have gotton those too. I do think that sometimes suggestions help them a bit more and some flexability does too. Each time we have written letters with suggestions, in due time, if simple enough, they do take them. When approaching it from I do not think it is run correctly, they do not send back Magical letters.

My suggestion would be to look at the navigator and write a letter with suggestions. I do realize it is hard for them to have activities after dinner for our children and they need to provide FULL PROGRAMING up until the general bed time hour of 10PM; but I really do not have an answer. Maybe you can come up with one. I do AGREE that our children should not "Miss Out" on activities but at the same time I respect the ""settle down" period that DCL does. I do not have THAT answer, so maybe if we can come up with one, they will be more than happy to implement the idea. I know that have implemented other solutions I have given to them.

 

[jd99]

Oh and by the way I completely agree regarding your suggestion/complaint. The activities do need to be adjusted at night. My big issue is the whole Ocean Quest grouping on the Magic. I don't think a just turned 11 year old should be grouped in with kids who may be on their way to 14. But I guess there is no perfect solution for this so we will see how it goes on our November cruise.

 

[HeatherD]

What's funny is that there are so many activities (I feel) that happen late at night that the kids and we as a family won't be able to do, because we are early to bed early to rise people. For example, the "camp out" doesn't start until 10:15/10:30! But, while I'm disappointed, I figure they can't personalize the cruise to just my schedule, they have to spread it out and still give attention to the trends. I've found/read that a majority of families eat Main Dining, therefore there will more of a demand on the kids club around those hours.

I understand frustration over not being able to do everything, but when so much is offered, it's often about choices. I will miss out on the martini tasting because of a scheduled massage. I'm bummed, but accept that and consider the massage to be more important.

But, I agree. I hate Disney's "form reponses". I got one on Thursday from DCL when I expressed my feelings about the new Castaway Club levels...

 

[atinkerbellmom]

Oh and by the way I completely agree regarding your suggestion/complaint. The activities do need to be adjusted at night. My big issue is the whole Ocean Quest grouping on the Magic. I don't think a just turned 11 year old should be grouped in with kids who may be on their way to 14. But I guess there is no perfect solution for this so we will see how it goes on our November cruise.

The reason the "Quest" has come to be as it is now is actually a HUGE improvement. A result of MANY letters. The Stack use to be 13-17/18. So it came to be not feeling it was appropiate for Middle School kids to be with High School or recent High School graduates. So I personally think it is far more appropiate for my 11 year old to be with an 8th grader than for my 7th grader to be with a Senior in High School or a child going into Freshman Year of college. So I will not and can not complain about the new Quest division. There is no where else to put them and if they divided the kids any more, they would be grouping them into single/coupled grade categories.

 

[renda460]

We have always done the early seating and often feel the kids miss out on activities that take place in the club at that time. Did your kids go to the club in the evening before dinner? Or did you do the show? Since the first dinner seating misses the first performance of the show, we would typically do that each night after dinner, hence missing out on any activities going on in the club at that time.

As for activities after the second seating, I find the kids club (especially the Oceaneer Club) take their activities down a notch. They seem to gear the activities towards quiet time that kids can relax and wind down. I am sure that many kids are very overtired at this time and need this.

There is so much to do on the cruise that we always have things we miss out on, but I guess that is why people keep coming back over and over.

 

[jd99]

The reason the "Quest" has come to be as it is now is actually a HUGE improvement. A result of MANY letters. The Stack use to be 13-17/18. So it came to be not feeling it was appropiate for Middle School kids to be with High School or recent High School graduates. So I personally think it is far more appropiate for my 11 year old to be with an 8th grader than for my 7th grader to be with a Senior in High School or a child going into Freshman Year of college. So I will not and can not complain about the new Quest division. There is no where else to put them and if they divided the kids any more, they would be grouping them into single/coupled grade categories.

Sorry but I disagree. My fifth grader is going to be in with some kids who are in 8th grade because she has a late Sept. birthday and doesn't make the cut in our district. While she happens to be quite mature for her age I still would rather see her in the grouping that exists on the wonder (10-12). And I don't want to hijack this thread with a long argument. That's just my opinion and you have yours.

 

[mmmears]

Thank you for sharing your concern/complaint about the kids clubs. I think that your request for more activities and smaller groupings within the club are reasonable and make lots of sense.

The development difference between a 3-year old and a 7-year old is enormous, and I can understand that your kids wanted a bit "more" out of their evening.

Since the big shows are performed twice a night so that adults can both have dinner and enjoy the entertainment, I don't see why the kids activities wouldn't be continued into the later evening if there are kids there who want to participate.

 

[loveysbydesign]

We had similiar issues with the scheduling, but what really bothered my 6 y.o. dd was that she did not ONCE get to play in the Neverland themed playland. It was our 1st cruise and all the videos/podcasts show the kids climbing the nets and such, she was so looking forward to playing on there. On our 7 night cruise she never go to do it even once. The worst part is she didn't tell me until the last morning of the cruise that she never got to play in the playland and now she's 7 and will be 8 on our next cruise so she will be too old. My youngest will be 3 so perhaps we can do a family time in there and the 2 of them can play in there together for just a few minutes.

 

[Lisa loves Pooh]

Yes, I agree your letter may have been too long.

We had no complaints on our Disney cruise in 2007 except that my kids would have enjoyed more free play time instead of (seemingly) constant structure. Personally it seemed they enjoyed their Carnival Kids club much better just based on how they were responding.

My kids were told of the schedule and were able to make plans accordingly.


When we went on our honeymoon cruise on Carnival--we had issues. Didn't think much of them, only called the TA after to complain about one (an "upgrade" that was more of a "downgrade" and as it turns out a huge mistake that our TA apologized for). They asked if there were other issues, so we told them. They wrote a letter on our behalf that was taken very seriously by Carnival. We got a double discount on a future booking (1 from Carnival and 1 from the TA that could be used together) and $250 for dinner to make up for a horrendous incident in the dining room by the wait staff and the Maitre D. We weren't whiny--and the TA probably knew how to craft the letter.

I wasn't on your cruise, so I do not know what is available, but it could be that DCL felt they had plenty to offer and bothered not to read your entire complaint.

I would love to read what their response was though.