Problems with Dreams??

[@GoofyNut]

Unfortunatey I have had a bad experiene with DU. I am part of the 10-11-03 sailing and seems everyone that booked (or re-booked on board) and used DU did not get their documents until
just a few days ago. Nonen of us got to gether to book as "a group" but we somehow got labeled one and thus was the "reason" we did not get our documents like everyone else on the cruise that got them 30 or more days prior to our sailing.

Very dis-heartening when your DIS group is all talking about the excitement of that famous document package and you have nothing.

I had to make some phone calls and e-mails and spoke with John on the matter.

I am still awaiting a legitimate answer to why DU clients are being lost in the shuffle when anyone who booked thru AAA or other agencies had their stuff well, well, well before us.

Unfortuntely this happened to us last year also but I shrugged it off as a fluke ... now unfortunately I and many of my friends will be thinking twice when we re-book in 2 weeks.

Peter, John and DCL if you are reading this ... would still appreciate a rebutal answer.

 

[piglet33]

Originally posted by @GoofyNut
Unfortunatey I have had a bad experiene with DU. I am part of the 10-11-03 sailing and seems everyone that booked (or re-booked on board) and used DU did not get their documents until
just a few days ago. Nonen of us got to gether to book as "a group" but we somehow got labeled one and thus was the "reason" we did not get our documents like everyone else on the cruise that got them 30 or more days prior to our sailing.

Very dis-heartening when your DIS group is all talking about the excitement of that famous document package and you have nothing.

I had to make some phone calls and e-mails and spoke with John on the matter.

I am still awaiting a legitimate answer to why DU clients are being lost in the shuffle when anyone who booked thru AAA or other agencies had their stuff well, well, well before us.

Unfortuntely this happened to us last year also but I shrugged it off as a fluke ... now unfortunately I and many of my friends will be thinking twice when we re-book in 2 weeks.

Peter, John and DCL if you are reading this ... would still appreciate a rebutal answer.

Hey Cathy - I totally agree with you. I was starting to think that I shouldn't have switched my ressie from DCL to DU. I did get fast responses from DU when I asked where my docs were, but unfortunately that didn't help them arrive any faster. I got mine last Thursday. I'm still not very happy that it took so long for us to get them.

I, too, will be thinking about what I do with my ressie when I re-book onboard on our cruise. Maybe I'll just keep it with DCL intead of switching.

See you in a little over a week!

Renee'

 

[tarzanman]

For the most part service from Dreams has been very good. I cannot argue that. It is just in recent times that it seems to have slipped a bit. That was why I posted the concern. I do wish that Pete would answer. Thanks.

 

[lsmac]

Ok, John or Pete correct me if I am wrong...but as I understand it, Dreams is considered "group" reservations with DCL. Therefore all the Dreams ressies for a certain sailing are "grouped" together. DCL will release documents according to package, ie: DCL air/cruise, cruise only etc. We purchased cruise only last year and rec'd our documents about 28 days prior to sailing, because those supposedly are sent first. This year we went with DCL air (late booking) so will most likely not get tickets until about 2 weeks prior to sailing. Do I like that? No, but that is the way DCL handles it. Dreams has nothing to do with the document mailings.

HTH

Lisa

 

[crazy4cruises]

I have been very happy with the service that I have received from DU. I booked the 9/20 eastern in mid August, and I received my docs about a week after I booked. Tammy handled my reservation, and Donna called me to tell me that we had received a 5 cat upgrade. Both were very friendly and helpful. The only problem that I have had is that I didn't receive my $75 onboard credit. As soon as I returned from the cruise, I emailed Tammy and she is working on resolving this issue. I feel sure that it will be taken care of promptly. I will definitely use DU to book my next cruise!

 

[WebmasterPete]

Hi Folks:

I just want to clear up a few things. With any travel agency that books with DCL, you have something referred to as "build up groups". When you have eight or more staterooms on a particular sailing, it is automatically considered a 'group'. That's what generates the amenity in the stateroom. That policy has changed recently, which is why there has been some confusion with folks as to whether or not they will get an amenity in their stateroom. That is an issue we are continuing to work on with DCL. Because of the volume that Dreams books with DCL, we have many sailings that have this "build up group" status.

We've spoken with DCL quite a bit about the document issue policy. Group status, according to everyone we've spoke with at DCL, has no bearing on when documents are issued. As lsmac mentioned in this thread, things that will affect document issue time are type of package (i.e. Land/Sea), if it's air inclusive or cruise only. Why this affects the document release time, I'm not sure, but I'm fairly certain that DCL has good reasons for doing it like this. What I can say from experience is that no amount of begging from Dreams will affect when documents are issued. That is something that is completely beyond our control. I can assure everyone that in 4 years of selling DCL cruises, we've never had a client not receive their documents (thank goodness) ļ.

Goofynut> I understand that you spoke with John last week on the phone and via email, and also spoke with and received emails from DCL guest relations on this issue. If you have any questions that you feel have not been answered, please feel free to email me and I will try and find answers for you.

As far as Dreams service is concerned, anyone who works for Dreams will tell you that I am quite demanding when it comes to that. We have had staff changes in the last few months, and I'm taking a very careful look at our processes to see what we can do better. Threads like this go a LONG way in helping me identify problem areas. I can also say without hesitation that Dreams has a top notch staff of people who care very deeply about what they do, and have a great passion for all things Disney. Being open to change and working with a group like that has proved a very good recipe for Dreams, and it is something I plan to continue doing.

Thanks,
Pete

 

[tarzanman]

Thank you for your repsonse Pete. It is much appreciated.

 

[WebmasterPete]

Just one other thing. I'm always willing to answer questions, but sometimes you might need to email and point me towards a particluar post. I'm not always able to check in with each board every day, but email is with me wherever I go (like a virtual leash ). Actually, for those of you looking for good mobile email...check out T-Mobiles SideKick

Thanks,
Pete

 

[kamgen]

Thank you Pete. Your response here is an indication of your interest in what your clients are saying. We appreciate it very much!

 

[caskar]

I have used Dreams 2 times and have never had a problem. Actually, thanks to my TA, Donna, she saved me. She seemed to be sitting waiting for my next email when I had a problem with the spelling of one of my daughters' name(my fault I gave her nickname not her birth certificate name) and the delivery of our documents due to being on vacation a month prior to cruise. She would talk to Disney then email me. I would email back and within minutes she had the answers I needed and the corrections taken care of. I felt very fortunate to have her(DREAMS) helping me. I am just sad I don't have another cruise booked with Dreams right now.

 

[Mjasp]

I have never heard a bad thing about dreams. Like another poster said, change scares people. Yes Michelle was great but do you think Pete would take a successful company and not care who he replaced Michelle with. She is a hard act to follow. Because Michelle isn't there, doesn't mean that the ship is sinking.

By the way, Is Tammy going to come on the boards and talk with us, like Michelle did?

Keep up the good work!

Joanna

 

[CRB#33]

Correct me if I'm wrong, but if you book through DU, don't your documents come directly from DCL, not Dreams?????

I know when I booked through Dreams, my documents came directly from DCL and Dreams had no control over their release, so to be upset with Dreams for that is unfounded.

 

[CRB#33]

Oh, and doesn't DCL also state that it could be as little as 2 weeks before your cruise when your documents would arrive?

I know it's disappointing not to have those much anticipated documents until what seems like the last minute, but it sounds like everything was done within the time frames stated.

 

[westjones]

Yes, they do come directly from DCL. I just went on our 4th cruise and I used Disney Vacation Club points and my documents were much later than in the past. Sounds like Disney isn't sending them out as soon as they use too.

Actually, one of the things I like about DU is knowing that DCL is sending things directly to me, and I don't have to wait for a 'middle person' to get them and then send them on to me.

DJ

 

[Kaa]

Hi Joanna!

Michelle is a fountain of DCL knowledge! I don't have quite the number of cruises taken she did under my belt, but I have cruised several times with DCL and I have been booking DCL cruises since Dreams opened their doors (so to speak). What I don't know, I can try to find out! I wanted to let you know that I will try to visit the Cruise Board more often and answer questions whenever needed. I can usually be found in Cruise Chat on Friday nights as well.

I also want to invite all Dreams Unlimited clients with cruise reservations to email me with any questions or concerns. We have a new email account just for you at dcl.reservations@dreamsunlimitedtravel.com where I will answer all your general cruise questions and Donna will answer your payment questions.

Tammy

 

[SueEllen]

I am also on the 10/11 cruise and would like to add that while my DVC documents came earlier than my Dreams docs (we have 2 cabins) for this cruise--the documents can arrive at any time, and ONLY DCL is responsible for how these get issued.

That being said, last time I booked DCL with DVC I didn't get any docs until just a week before sailing! http://disboards.com/images/smilies/eek.gif

The documents for this particular cruise just happened to go out toward the end of the expected arrival date--I like to look at it this way--Disney held onto my documents until the last minute so that they could *possibly* upgrade my cabin !! (even though I didn't get an upgrade http://disboards.com/images/smilies/rolleyes.gif

Sue Ellen

 

[paulmc80]

Oh hey there Tammy! I've seen your screen name here on the board before, but never matched it up to you - Tammy at DU! Actually, your screen name has caught my eye because it looks Hawaiian. Usually spelled more like Ka'a though.

Thanks bunches! We booked our 10/25 cruise with you and I'm ready to be going right now. You were very helpful when setting it up and adding my mother in law on for us. Of course you won't know who this is because I go by middle name here rather than my first name Edward.

Sounds like you have been busy Tammy. Just wanted to say to keep up the great work! I sure appreciate it bunches and bunches!

 

[NCRedding]

I can only sing the praises of DU. As I posted on another thread, I booked 5 cabins of family for the 10/2 Wonder trip. My sis just looked at her docs on 9/30 at 9:30pm and realized her name was incorrect (I had given them her prior married name, even though she's been married to her 2nd husband for 10 years) Anyway, I emailed Donna last night, and she called me at 8:20 with DCL on the other line--she got it straightened out so no worries!! Thanks DU and Donna!!

 

[tarzanman]

Props to Donna!!!

 

[@GoofyNut]

Please let me start by sayiing that I am a very big Disneyand DCL fan. I have used DU for 5 years and loved their service ... the reps are great - friendly, and go out of their way to help out.
I had booked WDW only trips, DCL land and sea and DCL sea only. My husband laughs at me cause I constantly hype the DCL to the point I have some spare brochures I give to friends. I have sent a lot of prople to the DIS boards and DU.

Our little DIS group has 43 families +/- going. A lot of whom booked while on board DCL. There are 13 families that booked thru DU ... I believe that most of which are Cruise Only...and booked almost a year ago. Of our group, those that booked either directly DCL, DVC, AAA or any other travel agency ... the DU people were the very last to receive our documents at least 2 weeks after everyone else.

My problem is trying to understand the reasoning that DU reservations are "grouped". If it only takes 8 rooms to do this, then I can't seem to grasp the idea that DVC, AAA or any other travel agency didn't end up having more than 8 rooms and also get grouped. I was under the understatndinig that DU was a travel agency like the others.

Thank You Pete for the reply.

I guess I just have to turn off my "common sense" gene and go with the flow.

I love WDW, the DIS, DCL, etc and will continue to promote it. Looking forward to my "Magical Cruise".