Service isn't so "Magical" right now...

[5boyz]

Wow, I thought I was the only one. I filled out the card asking for the Western Caribbean in a cat. 12 and they sent me a confirmation for a Mexican Riveria in a cat 6. Yikes.

oh my!!! I actually just spoke to someone, as I called to change my room #, I got the room we just had..... I loved our room, 5505, sideways good size on the same level as kids clubs and movie theatre easy access to everywhere. This time we have the kids with us(they dont know that yet) so this floor will be even more convenient.

Anyway I mentioned the long wait times and she said they are working on it right now to have more people added, they are doing alot of rebookings and by the times I waited to talk to someone the 4 times I called, I would say in general.....

 

[denas]

Wow, I thought I was the only one. I filled out the card asking for the Western Caribbean in a cat. 12 and they sent me a confirmation for a Mexican Riveria in a cat 6. Yikes.

I asked for 2 9bs on an August 24 5 day double dip on the Dream and they sent me a quote for 2 8cs on the August 18 Carribean on the Fantasy. I just looked at the amount first (because he didn't acutally include the ship and date) and was totally shocked since I had priced it in November and pretty much monthly and confirmed on Friday before sailing and it hadn't changed. Then the price he quoted me, with the discount, was twice what I could have booked it online for five days prior! It took me a long time to get figure out he had priced the wrong ship/itenerary/date/rooms!!! Again, I just chalked it up to the really inconsistent service I had received the entire cruise.....

 

[denas]

oh my!!! I actually just spoke to someone, as I called to change my room #, I got the room we just had..... I loved our room, 5505, sideways good size on the same level as kids clubs and movie theatre easy access to everywhere. This time we have the kids with us(they dont know that yet) so this floor will be even more convenient.

Anyway I mentioned the long wait times and she said they are working on it right now to have more people added, they are doing alot of rebookings and by the times I waited to talk to someone the 4 times I called, I would say in general.....

When are you looking to go again???

 

[canadian_mouse]

oh my!!! I actually just spoke to someone, as I called to change my room #, I got the room we just had..... I loved our room, 5505, sideways good size on the same level as kids clubs and movie theatre easy access to everywhere. This time we have the kids with us(they dont know that yet) so this floor will be even more convenient.

Anyway I mentioned the long wait times and she said they are working on it right now to have more people added, they are doing alot of rebookings and by the times I waited to talk to someone the 4 times I called, I would say in general.....

5505 was originally my room on the Jan. 29th cruise!!!! You're welcome for me giving it up. Actually I was forced to give it up when I rebooked to get the Canadian discount. We ended up on the deck 7. I liked deck 7. We have a trailer so I'm used to living in close quarters with the family.

 

[disney11fan]

Are you required to tip everyone that leaves an envelope?

Are you required tip a suggested amount?

If the service is poor are you still required to tip?


If you don't drink at all do you tip the wine guy?

Is pop and bottled water free on board ship?


Is coffee free on board ship?


I have never cruised before but wonder about all the extra charges when you get on board ship.

 

[5boyz]

When are you looking to go again???

We are doing the same on we just did...lol, my dh loved the islands and we want to take the kids this time....hee hee

 

[5boyz]

5505 was originally my room on the Jan. 29th cruise!!!! You're welcome for me giving it up. Actually I was forced to give it up when I rebooked to get the Canadian discount. We ended up on the deck 7. I liked deck 7. We have a trailer so I'm used to living in close quarters with the family.

THANK YOU THANK YOU THANK YOU

 

[heymoonkid]

.

 

[KSDisneyDad]

Why is the hit or miss ok on the MV? Was it a discounted cruise??

No wait, they charged MORE for that.. :

Sarcasm duly noted...

We've been over this topic before and we'll have to agree to disagree, but Dynamic Disney Duo describes my opinion quite well as follows:

It's not really ok but anyone going on a MV of any cruise ship had best do so with the understanding that there will be hiccups. It is absolutely, positively 100% impossible to have a perfect MV...there is just too much opportunity for little, and yes sometimes big, issues especially on a brand new class of vessel.

Is it acceptable? Depends on your tolerance. In the event of major problems, the cruise line could certainly consider some kind of OBC but to expect more is not wise.

People pay the premium not because they are expecting perfection, or if they are they are sorely mistaken, but for the right to say "I was on the MV of the SS Whatever."

And I'll just add that the price for the MV had nothing to do with it having more free gifts, better service than other cruises, larger staterooms, more time onboard, front of the line aquaduck passes, etc., but the pricing was solely based on anticipated supply and demand. If I booked the MV, I would expect a few hiccups.

Are you required to tip everyone that leaves an envelope? Not required, but highly suggested. It comes out to $12 per passenger, per day. If there are 4 of you on a 4 night cruise that's 4 x 4 x $12 = $192. DCL will help you with the breakout among the four tipped positions.

Are you required tip a suggested amount? Again, not required, but highly suggested. Your servers not only work the dinners, they work breakfast and lunch as well. This can be a controversial topic.

If the service is poor are you still required to tip? I wouldn't tip if it's truly poor service. I didn't tip our Assistant Server on one cruise, but I added some to the SErver as he did a great job of covering up the Assistant Server. I've also reduced the tip for the Head Server on one cruise, but have tipped more on other cruises. Some cruise lines automatically add the tip to your stateroom account each day. Yes, you can have it removed, but you have to proactively remove it. On DCL, you have to add it yourself if you want to charge your tips to your room. You can also pay in cash.

If you don't drink at all do you tip the wine guy? Not at all. I've never tipped anyone for alcohol at dinner as I don't drink alcohol at dinner. If you order alcohol at any time on the cruise, the tip is added automatically.

Is pop and bottled water free on board ship? Soft drinks are free at the Beverage Station and at the restaurants. However, if you order soft drinks from a bar, the concession stand near the theater or from room service, it costs extra. Bottled water is extra. You can bring on your own bottled water, soft drinks or alcohol. A lot of people bring a refillable bottle for water as the ship used RO for it's water.


Is coffee free on board ship? It's free from the drink stand or at restaurants. Speciality coffee drinks are extra. There is also an adults only coffee ship on the Magic and Wonder where the coffee is extra. I believe the new ships have added a family coffee shop where the coffee is extra.

I have never cruised before but wonder about all the extra charges when you get on board ship.

Some of the extra charges are tips, alcohol, speciality coffee drinks, smoothies, wine tastings, other alcohol tastings, any drink from a bar or concession stand, spa visits, excursions, pictures, bingo, arcade, snacks from the concession stand and certain snacks from room service (it's labeled if it costs extra - most room service is free).

 

[MAGICFOR2]

Here's the email Disney sent me in reply to my sending them the link to this thread:

2/8/11

Dear Tammie:

Thank you for your e-mail.

We appreciate your sharing with us the link from the DISboards. While
it is true that we have a number of new crew members onboard all of our
cruise ships right now, we are still very much committed to offering our
guests high-quality food with an unsurpassed level of personalized
service as guests rotate from one innovative dining experience to the
next. Concurrently, our Head Servers or Dining Room Managers are always
willing to resolve any disappointment you may have.

However, please know that these remarks will be evaluated along with
those received from other guests and will be used to determine where
future changes might be necessary. We will continue to strive to
provide our guests with the finest vacation and entertainment
experiences, and we appreciate your valuable input to help us achieve
that goal.

Again, thank you for sharing the link with us. We hope to have the
chance to welcome you aboard one of our cruise ships again soon.

Sincerely,

Joel Hayes
Executive Guest Correspondent
Disney Cruise Line

 

[disney11fan]

Here's the email Disney sent me in reply to my sending them the link to this thread:

2/8/11

Dear Tammie:

Thank you for your e-mail.

We appreciate your sharing with us the link from the DISboards. While
it is true that we have a number of new crew members onboard all of our
cruise ships right now, we are still very much committed to offering our
guests high-quality food with an unsurpassed level of personalized
service as guests rotate from one innovative dining experience to the
next. Concurrently, our Head Servers or Dining Room Managers are always
willing to resolve any disappointment you may have.

However, please know that these remarks will be evaluated along with
those received from other guests and will be used to determine where
future changes might be necessary. We will continue to strive to
provide our guests with the finest vacation and entertainment
experiences, and we appreciate your valuable input to help us achieve
that goal.

Again, thank you for sharing the link with us. We hope to have the
chance to welcome you aboard one of our cruise ships again soon.

Sincerely,

Joel Hayes
Executive Guest Correspondent
Disney Cruise Line

joel hayes just gave everyone disney lip service. nothing will be done and everyone here knows it. typical disney form letter #345. give them lip service and they will come back. sounds like a refund maybe due the op of this thread.

 

[disney11fan]

ks disney dad for your help with answers to my many questions. i guess there is alot more to a cruise then meets the eye. i always thought everything was included...but not so. now if you wanted a shore excursion i can only wonder what that would cost.

 

[MAGICFOR2]

joel hayes just gave everyone disney lip service. nothing will be done and everyone here knows it. typical disney form letter #345. give them lip service and they will come back. sounds like a refund maybe due the op of this thread.

I agree. I'm sure this is a form letter they had made up for the complaints. I think the OP should get a refund, or at least a good discount our OBC for another cruise. This hasn't been a problem up until the past month, so I'm sure DCL will take steps to make corrections, whether I email them or not!

It is up to the passengers to demand satisfaction and not let them get by with it!

 

[Loriekins]

I'm pretty annoyed about the rebooking too. We waited in line several times but the hours on the screen by the desk never matched the hours in the Navigator so we never knew if anyone was going to show up. We finally filled out a card and got a quote but they hadn't done it right or answered our questions. So we called to leave a message and they never called back.

I emailed when we got home but they said the deposit must be paid on-board to get the incentives. Okaaay... but we TRIED multiple times to do that- they sure don't make it easy on you.

I doubt we would rebook now because I hate missing out on a deal, and knowing I could have had 10% off and an OBC if they had just had their act together....

I was surprised that they only had one person working & every time we walked by there were people there. We did have to wait but not long & actually people ahead of us gave up only minutes before it would of been there time. The guy was great though, didn't rush us even though he had others waiting & we did try to move as fast as we could while still getting what we wanted & needed. He had reserved the wrong room but easily changed it when my Husband went to say something to him.

I did notice that closer to the end of the cruise the lines were unbelievably long. I noted that to myself "when" we book another on our next cruise to do it early.

 

[denas]

I agree. I'm sure this is a form letter they had made up for the complaints. I think the OP should get a refund, or at least a good discount our OBC for another cruise. This hasn't been a problem up until the past month, so I'm sure DCL will take steps to make corrections, whether I email them or not!

It is up to the passengers to demand satisfaction and not let them get by with it!

As the OP, I don't want my money back. The cruise was good- nice weather, my kids had a blast, my in-laws got to spend time playing with their grandkids (we don't live near them). I enjoyed the shows and dancing with my kids at the sail away and pirate parties. Part of the reason I didn't get fed is because I left the dining room at 7:30 each night in order to go to the family caberet with my kids (although I did give them an hour and 45 minutes to feed me!!) I was just really, really disappointed in the service - I would have liked an onboard credit, but certainly won't hold my breath. Disney is an incredibly stingy company. They knew I had some serious problems when I spoke to the dining manager and the restaurant manager came and talked to me that evening - and they didn't offer to do anything (but they did replace my assistant server and the replacement server was really great)

I just won't make the mistake of booking Disney again anytime in the near future and expect the service I received on my first cruise and thought was standard. I at least expect Disney to improve service until it is at least as good as other main stream cruise lines such as RCCL and Carnival. We intended to try and do Disney again next August, but, I can't justify the price-to-service ratio it would cost us and instead will try Carnival or Royal Carribean or hit a Club Med or Beaches. If I had paid half of what I did for the cruise, I might have thought the service was great!! Although the dining room service, especially the first three nights, was the worst I have ever had on any cruise regardless of the price I paid. I have done about 10 cruises on most of the mainstream lines of varying lengths from 7-14 days.

Again, lots of people who post on this board are regular Disney cruisers, however, if you are just reading these posts or lurking and planning, my advice and sole reason for posting this was to tell you to wait awhile to book your cruise. We spent a lot and definately don't feel we got our monies worth. Had I known that so much of the crew would be new and in training, I would not have booked Disney this year and put it off another year. A lot of people on these boards seem to think the customers should know Disney is training lots of new people and expect it on their cruise. Well, I had no idea and didn't expect it - in fact I told the dining manager that I didn't want to train new CMs. For those of you who do - great - but on my vacation I want to relax and be waited on during a meal, not train people to not mix clean and dirty silverware and then put it out on the table and to bring drinks and refill glasses and clear away dirty dishes. And I really, really want to not have to choose between doing the scheduled activities that are specifically designated at a time that people can attend after dinner or eat.

 

[papertraveller]

Sincerely,

Joel Hayes
Executive Guest Correspondent
Disney Cruise Line

Executive Guest Correspondent? What the heck is that?

 

[Meeky Mouse]

Sorry you guys had such bad service. We were on the same cruise as you and had WONDERFUL service & a wonderful time! Everyone we came in contact with anywhere on the ship was nothing but helpful, very friendly & just plain great. We did notice a little ware & tare on the magic but nothing too big & nothing we haven't seen at expensive hotels.

Ditto for us! I'm sorry your experience was so disappointing.

 

[disney11fan]

executive guest correspondent? What the heck is that?

this is phantom person. He doesn't exist at all. Disney should be contacting this guest with a credit and free park tickets for a terrible experience.

Reading this blog i would never book a dcl vacation at all.

Thanks for opening our eyes to dcl.

 

[NAB]

this is phantom person. He doesn't exist at all. Disney should be contacting this guest with a credit and free park tickets for a terrible experience.

Reading this blog i would never book a dcl vacation at all.

Thanks for opening our eyes to dcl.

That is not we are trying to do ...as you see others are rebooking we did as well. We are just posting some hic ups we had. Most likely because the Dream came on board.

We filled our comment card , actually hubby filled out a letter to them with our survey and the Head Waiter knows of our concerns. Only had problems with slow service. And before anyone says expect 2 hours yes but the service was extra slow believe me. This was my 5th cruise. And luke warm food not good either.

 

[Loriekins]

this is phantom person. He doesn't exist at all. Disney should be contacting this guest with a credit and free park tickets for a terrible experience.

Reading this blog i would never book a dcl vacation at all.

Thanks for opening our eyes to dcl.

That leaves more room for the people that LOVE the Magic!!
Sorry that some had not so great experiences, but I have also talked to MANY that had a wonderful time. I've had worse things on other vacations & they were still great. Life isn't perfect & no one is perfect, life is what we make it.
My family made it the best, most wonderful vacation ever & I hope others have one like it soon.