Port Adventures - can DCL do better?

[RedSox68]

It would be awesome if DCL could do Disney-run excursions. They'd probably be of higher quality. We did a DCL-booked Tortola excursion on the Eastern in December & it was bad from the moment we were handed off from DCL to the excursion guides. The guides actually took everyone (3 buses) on the wrong tour until it finally got straightened out. And the experience, even when rectified, wasn't great.

Some people assume that DCL-booked excursions must be better in some way, but they're not. They're contracted with outside vendors, who in our case were quite lackluster.

I would be happy to pay more to get a completely DCL-run experience. In the end it's about customer service. DCL always wants you to have a good experience, whereas the contractors we had didn't seem to care.

I don't think any of the main stream cruise lines (RCCL, HAL, Princess, DCL, Carnival, NCL) have their own privately-arranged excursions. Every cruise we have taken has been with outside vendors through the ship. However, any problems we have experienced (excursion being cut short, tour guide not including all the stops listed, etc.) have been properly handled and partial or full refunds given. However, over the past several cruises we have started booking our own excursions through reputable vendors we have found on line and through Cruise Critic. Our biggest reason being that there is never enough time at the places and with large groups, you are always delayed by waiting for the stragglers who decided to go shopping instead of returning to the bus at the designated time. It may be a few dollars more, but it's so much more relaxing to be either on a private tour or with a smaller group

 

[Shanti]

I don't think any of the main stream cruise lines (RCCL, HAL, Princess, DCL, Carnival, NCL) have their own privately-arranged excursions. Every cruise we have taken has been with outside vendors through the ship. However, any problems we have experienced (excursion being cut short, tour guide not including all the stops listed, etc.) have been properly handled and partial or full refunds given. However, over the past several cruises we have started booking our own excursions through reputable vendors we have found on line and through Cruise Critic. Our biggest reason being that there is never enough time at the places and with large groups, you are always delayed by waiting for the stragglers who decided to go shopping instead of returning to the bus at the designated time. It may be a few dollars more, but it's so much more relaxing to be either on a private tour or with a smaller group

Yes, after that experience we pretty much decided to either explore on our own or book excursions privately, unless DCL had a great exclusive. It would just be awesome if DCL broke the mold and invested in DCL-run excursions for some of their frequent Caribbean ports.

 

[truck1]

I just took a survey online from our 21 July cruise and there were several questions about Port Adventures. Of course, no free space to explain my ratings

I attach a page with hand written thoughts if I need to.

 

[ludari]

I'm a scuba diver and I like to dive at all the ports and I almost always book my port adventures through DCL. I've been on DCL dive port adventures where sometimes we drove for a 45-minutes to an hour just to get to the boat that will take us out to the dive site. Obviously a lot of things could go wrong with talking multiple modes of transportation and I feel more confident that the ship will wait for us. I have on a few occasions booked my own dive excursion when DCL didn't offer one but that doesn't happen that often. When I do this I often check with my local dive shop for recommendations for those ports and read yelp reviews as well before I book it. Another time when I was cruising my TA happen to be on board and booked a private port adventure for their customers in Malaga, Spain to visit The Alhambra. DCL offered the same tour but my TA went above and beyond DCL for the same price. We had a private shuttle, private tour guide, lunch and a local bottle of wine was given to all of us when we returned to the port. I would definitely do another port adventure with my TA if they offered it.

 

[RedSox68]

Yes, after that experience we pretty much decided to either explore on our own or book excursions privately, unless DCL had a great exclusive. It would just be awesome if DCL broke the mold and invested in DCL-run excursions for some of their frequent Caribbean ports.

When we took DCL excursions in the Med, I give kudos to the DCL cast members that accompanied us. Most of the time they had to run ahead and slow the local tour guide down, or ask her to speak up, etc. The tour guide never waited for anyone or made sure everyone was there, but the poor DCL CM was running in circles trying to keep the group together!

 

[Shanti]

When we took DCL excursions in the Med, I give kudos to the DCL cast members that accompanied us. Most of the time they had to run ahead and slow the local tour guide down, or ask her to speak up, etc. The tour guide never waited for anyone or made sure everyone was there, but the poor DCL CM was running in circles trying to keep the group together!

Well, that's nice that a DCL CM accompanied you. That was not the case with us on Tortola.

 

[RedSox68]

Well, that's nice that a DCL CM accompanied you. That was not the case with us on Tortola.

I'm thinking that may only be done in European ports. It's been 10 years since we went, so someone who has done the Med, etc. more recently may know. They also had photographers at every major site we got to to take photos of us and they were great souvenirs! Not sure if they do that anymore either.

 

[bbel]

I'm thinking that may only be done in European ports. It's been 10 years since we went, so someone who has done the Med, etc. more recently may know. They also had photographers at every major site we got to to take photos of us and they were great souvenirs! Not sure if they do that anymore either.

I know during the Europe season every YA CM goes on one port adventure. (But they're in PA costume).

They're told they can assist the tour guide with things like holding the paddle and counting everyone on the bus or whatever but it's made clear that they're not 'working' mainly to do with them not having a clue (in a nice way) and probably visas.
But it would mean that only two or three port adventures a cruise are accompanied.
When they get back they have to fill out a very detailed survey.

This also has more to do with DCL not being in Europe all year round and wanting to make sure that the PA are up to standard and what was described, and having very limited PA CMs to do it.

 

[RedSox68]

I know during the Europe season every YA CM goes on one port adventure. (But they're in PA costume).

They're told they can assist the tour guide with things like holding the paddle and counting everyone on the bus or whatever but it's made clear that they're not 'working' mainly to do with them not having a clue (in a nice way) and probably visas.
But it would mean that only two or three port adventures a cruise are accompanied.
When they get back they have to fill out a very detailed survey.

This also has more to do with DCL not being in Europe all year round and wanting to make sure that the PA are up to standard and what was described, and having very limited PA CMs to do it.

Well our tour group had a major melt down about our Rome tour guide cutting our visit to the Colosseum short. We could see DCL CM's and paddles on the upper levels, but our guide just walked in one door and out the other. When we got back on board, there was a very long line at the excursion desk to complain. We were all given monies back. If there are several DCL tours to the same place, they should all include the same time and tour!

 

[poison ivy]

Another area where I think DCL could do better/help guests is for guests who do want to do more of the DIY wandering around, etc. P & O, for example, provided a little map of the immediate area for each port. Not the shopping map that DCL gives out but something with real landscapes like churches, post offices, etc. In addition, if the main area was a bit away from the port, such as it was for St Thomas, P & O would have shuttle busses going between that area and the dock, making it easy for guests to get there and back. For St Thomas, all Disney said was how much the taxi would cost and to allow much more time for the return journey because there might not be many taxis ...

Totally agree with this point and just had a recent experience with DCL on this. We forgot to print a mapped walking route for our Dublin day on the British isles cruise 2 wks ago, and realized we needed directions to get to a prearranged bus pick up point from Trinity College. So we went to the DCL desk for help. All they had was this lame shopping map of a very small area in town. It was ridiculous that this was the extent of their information. Nobody working the desk was familiar enough with the area to help further. So we solicited the shuttle bus driver for assistance and quickly learned the Irish give directions based on everything being "not far down there" "straight thru there" and "follow around there" with no real concrete point to point mappings. Too funny.

It was our fault for not doing this upfront but the cruise line really should have had better area street maps at their disposal.

 

[truck1]

I'm a scuba diver and I like to dive at all the ports and I almost always book my port adventures through DCL. I've been on DCL dive port adventures where sometimes we drove for a 45-minutes to an hour just to get to the boat that will take us out to the dive site. Obviously a lot of things could go wrong with talking multiple modes of transportation and I feel more confident that the ship will wait for us. I have on a few occasions booked my own dive excursion when DCL didn't offer one but that doesn't happen that often. when I do this I often check with my local dive shop for recommendations for those ports and read yelp reviews as well before I book it. Another time when I was cruising my TA happen to be on board and booked a pirate port adventure for their customers in Malaga, Spain to visit The Alhambra. DCL offered the same tour but my TA went above and beyond DCL for the same price. We had a private shuttle, private tour guide, lunch and a local bottle of wine was given to all of us when we returned to the port. I would definitely do another port adventure with my TA if they offered it.

Something else I've gone round and round with DCL about is the prices of the dive tours. The price includes gear. I bring all of my own gear except tanks and lead. (I'm lucky enough to live close to the port and be able to do that) So why should I pay for their gear if I dont use it? There should be an option for those that bring our own gear. Also, the price that DCL charges for say diving in Nassau is 2-3 times what you would pay if you walk in the door. Nassau is one of the few places id use DCL anyway only because of the tight timelines of the ship in port and the length of excursion.

 

[gotomu212]

I completely agree that Disney could really step it up on shore excursions-especially in the Caribbean. I'm a little annoyed with their position that they rely on guest feedback and have no other way of knowing. As often as they're in those Caribbean ports I would think they would have a much better idea what's happening on those excursions. I understand that you can have a snafu every once in awhile, but we've had enough negative experiences or inconsistencies with the descriptions that I can't believe it's isolated.

 

[DisneyHelen]

I had a very disappointing walking tour in Bergen,Norway.The tour was nothing like the description.There was a long bus ride which was very boring.I don't think Disney did a good job.We could have done the tour by ourselves for free.We were on the first cruise to Norway.

 

[Plaid Princess]

I wonder if Disney just knows that many of their repeat cruisers are more likely to explore on their own or book through a third party. Honestly, the only time I book an excursion is if it's something particularly intriguing. For the most part, I prefer to explore on my own.

 

[RedSox68]

I wonder if Disney just knows that many of their repeat cruisers are more likely to explore on their own or book through a third party. Honestly, the only time I book an excursion is if it's something particularly intriguing. For the most part, I prefer to explore on my own.

The only time we would book a ship's excursion if it is an all day affair that covers long distances. That way we are assured the safety of the ship waiting if we are delayed by the tour.

 

[tink1970]

The only time we would book a ship's excursion if it is an all day affair that covers long distances. That way we are assured the safety of the ship waiting if we are delayed by the tour.

We were delayed 2 out of our 3 port days waiting for Port Adventures (up to an hour in Cadiz) so I think that's a pretty good rule. My family is pretty risk adverse so knowing why we were delayed effectively eliminated the chance they'll want to go out on their own in the future

 

[RedSox68]

We were delayed 2 out of our 3 port days waiting for Port Adventures (up to an hour in Cadiz) so I think that's a pretty good rule. My family is pretty risk adverse so knowing why we were delayed effectively eliminated the chance they'll want to go out on their own in the future

Delayed in picking you up, or delayed in getting back. If they are delayed in starting the excursion, Disney needs to address that as the passengers are losing out.

 

[tink1970]

Delayed in picking you up, or delayed in getting back. If they are delayed in starting the excursion, Disney needs to address that as the passengers are losing out.

Sorry, my post was vague. The ship, waiting for DCL port adventures to return, was delayed in leaving port. Lisbon was about 30 min (I believe) and Cadiz was closer to an hour (which is why it was too dark to see the Rock of Gibraltar).

I know in Lisbon/Sintra the traffic was just much worse than anticipated-everyone in my cabin (on different excursions) returned 2 to 2 1/2 hours later than predicted. Guessing Cadiz was similar!

 

[princessmommyx3]

We have done 3 port adventures through DCL. One was very disorganized and frustrating, one was mediocre, and one was great. The thing that gets me is the prices - for way less than DCL charges, my family can have a wonderful experience with a tour booked directly through a vendor. We have done this many times and they are always outstanding. I use TripAdvisor to find tour operators and it hasn't steered me wrong yet. With DCL port adventures, it seems to be a gamble of whether it will be a positive experience or not and I almost always prefer to not take that risk. If DCL is my only option to do a port adventure that I really have my heart set on then I will do it - otherwise I will research and book a tour on my own. I do think that DCL is sort of in a tough spot here. They obviously want to offer their guests a lot of choices for excursions, but being as the tours happen off the ship and in various parts of the world, how much can they really vet them? I guess they can initially, but it would be impossible to constantly be checking on every port adventure they offer all over the world and make sure that it is up to DCL standards. So, it makes sense that they have to rely almost completely on guest feedback. I wish they could do more to make sure that none of their port adventures are sub-standard, but I can't think of a way for them to do it. To their credit, I have always heard that the port adventures staff are very receptive to negative feedback and always offer some type of compensation to guests who are unhappy with port adventures.

 

[RedSox68]

Our excursions through Disney have been hit and miss. I mentioned the one in Rome above being cut short and partial refunds being given. We had a huge mishap with out tour guide on the Montserrat tour in Barcelona. She gave one of the passengers the wrong time to return to the bus (told him 4:00, told us 3:00). As a result, we waited and waited and couldn't find him, so she left and -- as a result of all the time wasted -- we could not do the tour of La Sagrada (and I didn't go in pre-cruise because I thought I'd see it on the tour -- so never have been inside!). Anyway, we watched the poor senior -- obviously stressed and upset -- get out of a cab that the ship sent for him, with officers running out to get him on the ship. We were an hour late leaving, but I can only imagine how upset he was when he got to the meeting place and the bus was gone.

The other was the horrible tour guide we had in Antigua who decided to take us to her friend's pineapple farm -- and spent quite a bit of time with him (and probably hoping we'd spend money there), which resulted in our time at Nelson's dockyard being cut to 30 minutes instead of one hour. My poor husband -- that was the only place he wanted to see and he was very frustrated. Again, back onboard and our whole bus was in line at shore excursions for refunds -- which we all got. I hope they never use that woman again -- a real ditz!

Other than those three, all the other excursions we did through Disney over 10 cruises were great and we had a great time. The tour company to Florence/Pisa was one of our favorite.