Problems with Dreams Unlimited Travel

[lds0191]

At this point, I am so frustrated. I have used Dreams Unlimited Travel twice in the past with no issues at all. Sunday around noon I requested a quote and received an email back with a reservation # saying I would receive a quote shortly via email. I didn't hear anything back so Monday I sent an email asking for the status of my quote. Yesterday afternoon I was so agravated I had not heard back from Dreams that I went ahead and booked thru the DCL website. It accepted my reservation but will not let me make a payment for the deposit. I am waiting until the DCL phone lines open at 8am to see why I can't make a payment. Ready to pull my hair out!

 

[lds0191]

FYI: According to the cast member I talked to at DCL the payment program is down at this time and will not accept online payments. I was able to make a payment over the phone.

 

[n2mm]

Do you have an assigned agent with DU? I've used them for my last several cruises and have always had wonderful service. Perhaps you need another agent. When mine is out of town, I get an auto response telling me. I'm sure the owner will stop by this thread soon and respond.

 

[Bree]

Did you try to log in with that reservation number on the DU site?

I always work with the same agent directly via email. I don't go through the DU site to get quotes.

 

[Cackyschmackers]

I thought if you book yourself and transfer to DU, you won't get the same stateroom credit. I accidentally did that when I became inpatient that the rooms I wanted would be gone... I thought DU could just pick up my resi that I booked on the DCL site. Turns out I messed things up and had to wait even longer to release the rooms I booked myself. Then another day went by, and DU picked them up, luckily. Try to be patient; we always use the same DU TA, and when she's out of the office someone always helps us in her place, as someone above said. We wouldn't use anyone else but DU. Good luck!

 

[lds0191]

Update: I did receive a response from DU today and also an apology about the wait. I have already booked thru DCL and haven't decided if I will switch it to DU. I have not received an explanation as to why the 2 day wait to hear from DU but I may give them another chance when I book onboard in February. I did try to use the reservation # I had received originally on the DU website and it said nothing was found. Maybe I am just impatient and possibly a little OCD

 

[squirk]

It sounds like you did not even give them a full business day to reply before you threw up your hands and booked directly with DCL.

That sounds a bit unreasonable in terms of expectations, all the more so since your initial request was on a Sunday afternoon.

 

[DisneySunPrincess]

Not trying to create issues, I just wanted to post this information from Dreams Unlimited's FAQ page. I know that I recall seeing something at one point when requesting my quote that it could take up to 48 hours.

Q - How long will it take to get my quote back?

A - At Dreams Unlimited Travel we work very hard to get your quote back to you as soon as possible. In some cases this could be in less than an hour, in others in could be up to 24 hours (or more). There are many factors that go into the time it takes us to provide you with a quote, including; how many reservations we have received that day, how busy Disney's reservations departments are and how complex your quote might be. We always try to spend the appropriate amount of time on each request we receive in order to ensure we are getting our client's what they ask for, at the best price possible.

 

[n2mm]

It sounds like you did not even give them a full business day to reply before you threw up your hands and booked directly with DCL.

That sounds a bit unreasonable in terms of expectations, all the more so since your initial request was on a Sunday afternoon.

I agree, my DU agent only works M-F. It was also a holiday weekend.

 

[bumbershoot]

I don't know why anyone would want to use a service where you have to get a quote instead of just booking it through a website hooked up to the cruise line. Mystifying.

Also mystifying why TAs wouldn't work weekends and holidays. That's when people are home wanting to accomplish things.

 

[squirk]

I don't know why anyone would want to use a service where you have to get a quote instead of just booking it through a website hooked up to the cruise line. Mystifying.

OBC? Plus, one point of contact to answer all your questions and sit on hold on the phone on your behalf when making changes.

Also mystifying why TAs wouldn't work weekends and holidays. That's when people are home wanting to accomplish things.

That's also when the TAs are probably enjoying time off with their families, just like everyone else.

 

[HappilyEverAfter80]

I can appreciate it was stressful trying to book on the weekend and TA not available but I really don't see how DU messed up here. I think that having a TA is not for everyone and some people would rather have the control and immediate satisfaction that something has been done.
Hope it all works out for you and you sail happy.

 

[Bree]

I agree, my DU agent only works M-F. It was also a holiday weekend.

DU doesn't have very many part time agents according to one of the Dreams podcasts so your agent working limited days is not the norm. They should also have someone to back them up when they aren't on the clock.

I don't know why anyone would want to use a service where you have to get a quote instead of just booking it through a website hooked up to the cruise line. Mystifying.

Also mystifying why TAs wouldn't work weekends and holidays. That's when people are home wanting to accomplish things.

On that same podcast they were talking about what qualifications you had to have to be a DU agent. They said to expect to be available every day all day. It's not a 9-5 job. One reason I could never be a TA!!!!

 

[squirk]

DU doesn't have very many part time agents according to one of the Dreams podcasts so your agent working limited days is not the norm.

That's interesting, because I remember Pete frequently running a "sponsored by" cold-open on the podcast detailing how DU agents are mostly stay-at-home moms doing this part-time. Perhaps things have changed.

 

[WebmasterJohn]

Update: I did receive a response from DU today and also an apology about the wait. I have already booked thru DCL and haven't decided if I will switch it to DU. I have not received an explanation as to why the 2 day wait to hear from DU .....

Please accept my apologies that it took 2 days to get your quote. We try to get all quotes out as quickly as possible but sometimes outside influences can slow down our processes and it may take longer than we would like to get our quotes out.

I completely understand that you have already booked directly with Disney Cruise Line and hope you have a Magical Disney Cruise Line vacation!!!!

 

[jiminyC_fan]

DU, we love you. My family wouldn't consider giving our business elsewhere. We've used you for YEARS. Always great service. Thank you for your help and this wonderful board to help us all out.

 

[Bree]

That's interesting, because I remember Pete frequently running a "sponsored by" cold-open on the podcast detailing how DU agents are mostly stay-at-home moms doing this part-time. Perhaps things have changed.

Yup, it was their Q&A show back in April. I guess they get a lot of requests on how to get a job with DU.

 

[lds0191]

I admitted I was being impatient and a little OCD. I guess the confusing part for me was that in the FAQ's on the DU website it was stated that if you request a quote and do not hear back within 24 hours to email and so someone could check the status of the quote. I received an apology for the delay and I want to apologize to DU for jumping the gun. Thanks to posters for filling me in on how DU operates. Happy sailing to all!

 

[squirk]

I admitted I was being impatient and a little OCD. I guess the confusing part for me was that in the FAQ's on the DU website it was stated that if you request a quote and do not hear back within 24 hours to email and so someone could check the status of the quote. I received an apology for the delay and I want to apologize to DU for jumping the gun. Thanks to posters for filling me in on how DU operates. Happy sailing to all!

I guess what I am wondering is - did you miss out on a nice bit of OBC that DU would have given you?

 

[wcw57]

I don't care if you book with DU or with DCL or whatever...
I am of the opinion that, in this age of immediate electronic responses, AND a world of information at our fingertips, the entire Travel Agent industry is shrinking....the best system to ward off the web attack is by immediate and exceptional service. My friend used to own a prosperous agency...
Note the past tense.