We welcome your observations on ways in which we can improve our
pre-cruise experience. We are aware of the challenges some guests
experienced when trying to reserve shipboard services and shore
excursions online, and have taken steps to ensure a better experience
for our guests.
First and foremost, we understand that some guests with multiple
stateroom parties linked to their individual stateroom reservation
experienced situations where they were unable to log into the system.
Our system has always been designed to facilitate one individual
stateroom party booking at a time; however this may not have been
communicated clearly on the site. Therefore, we have revised our
website to include the following information.
Please note: For Guests in travel parties with 1 to 4 staterooms, if
another Guest in your stateroom or another stateroom linked to yours is
currently in My Cruise Plans, you will be unable to retrieve your
reservation below. Guests in travel parties with 5 or more staterooms
must retrieve each reservation separately to arrange activities in My
Cruise Plans.
We've found that on average, guests traveling in parties of 4 staterooms
or less typically will allow one individual within the group to make the
majority of the bookings for their entire party. The issue we
experienced stems from groups of 5 staterooms or more that are linked
together and everyone in the group is attempting to pre-reserve services
at the same time for their individual reservation. When this happens it
slows the entire website down and, at times, results in long wait times
or requires guest to start over.
As a solution for groups of 5 staterooms or more that are linked
together, we have modified the system so that each stateroom party can
pre-reserve their individual services at a time that is appropriate for
them (even at the same time). Guests that have 5 staterooms or more
that are linked together and wish to pre-reserve services for multiple
staterooms may do so using the "Retrieve Another Reservation" function.
I hope this information proves helpful. We appreciate your feedback and
will continue to monitor our guests' booking patterns and make future
adjustments as necessary. We look forward to your upcoming voyage.
Sincerely,
George
Guest Communications
Disney Cruise Line