Shoreside Concierge

[Paula H]

Three weeks ago I booked through our DUL agent a 3-night cruise on the Dream for late April. This will be our 8th cruise and first time in concierge. I have reached out to shoreside concierge via email twice (once right after we PIF and again earlier this week) and have not received a response other than an automated reply stating a response may take two business days. I didn’t receive any kind of welcome email either, but I’ve read here that is because we booked so close to our cruise date. I’m wondering if this experience is consistent with what others are experiencing. I’m aware of the havoc caused by the system upgrade and the very long phone holding times.

 

[Marc D]

We have never received a ‘welcome’ email after booking from shoreside. Our first contact with them has always been the email/phone call combo just before we can book our activities at day 125. Having never booked last-minute, I don’t know how they handle those reservations.

However, we have never waited more than 48 hours to receive an answer to a question. I would give them a call at their specific number. They usually answer immediately.

 

[lovingeire]

I booked through a TA for my June cruise to Alaska and did receive a welcome email from Shoreside, as did my TA. I'm not sure how long after booking it was though.

 

[ggfred32]

They have been taking at least a week to respond to my emails since last fall when I cruised in November. For this August's cruise, its even taking a little longer. It's pretty frustrating, but I haven't needed anything immediately, so it is ok to wait. If it is something you need addressed immediately, you can always call and sit on hold.

 

[LeiaOfAlderaan]

I’ve had timely responses whenever I’ve emailed them about our April cruise. Usually later the same day or next day latest. This was all before the system upgrade so maybe that has affected response times.

 

[MomOTwins]

Three weeks ago I booked through our DUL agent a 3-night cruise on the Dream for late April. This will be our 8th cruise and first time in concierge. I have reached out to shoreside concierge via email twice (once right after we PIF and again earlier this week) and have not received a response other than an automated reply stating a response may take two business days. I didn’t receive any kind of welcome email either, but I’ve read here that is because we booked so close to our cruise date. I’m wondering if this experience is consistent with what others are experiencing. I’m aware of the havoc caused by the system upgrade and the very long phone holding times.

Since you're within all guests' booking windows for your cruise, I would just go ahead and try to book what I wanted in the app. If it's not sold out, you won't have to worry about it selling out, and if it is sold out and you are hoping Concierge will work some magic, a few days won't change anything seeing as how they'd be pulling from a special inventory anyway.

I do suspect that most delays are due to the system upgrade. It's been a doozy.

 

[Sarahslay]

The first time I ever heard from shoreside was right before my 120 day booking window opened. We booked this cruise the first possible day we were able to, so it was a LONG time until I ever got word from them. They even still never really responded to that booking email I sent, didn't even book things they way I wanted (booked Palo brunch for the completely wrong day, booked the wrong excursion, stuff like that), tried calling and got redirected to the main disney cruise CS line who were no help. Emailed them complaining a bit and THAT got a very quick email and everything fixed very quickly. They just aren't fast on anything right now, and from the sound of the person who called me (because they answered in a phone call, not an email), they're short staffed and can only do so much. Since it's almost time for your cruise I'd just do the booking myself of what you can, and if you haven't heard from them by tomorrow I'd reach back out to them.

 

[G.Tyler]

I'm not sure what's going on with Shoreside Concierge right now. We have used them in the past and never had anything but exceptional service. That was then... now: we have a Concierge Cruise in little more than a month. My wife called; was on hold for 1 1/2 hrs., no one answered. I called the next day; on hold for 50min., no one answered. I have written and submitted several emails; no reply. The one time I did get a response I was promised that a resolution to our transfers issues would be taken care of the next day. That was a week ago and I'm still waiting!

 

[WaDiWo]

I'm not sure what's going on with Shoreside Concierge right now. We have used them in the past and never had anything but exceptional service. That was then... now: we have a Concierge Cruise in little more than a month. My wife called; was on hold for 1 1/2 hrs., no one answered. I called the next day; on hold for 50min., no one answered. I have written and submitted several emails; no reply. The one time I did get a response I was promised that a resolution to our transfers issues would be taken care of the next day. That was a week ago and I'm still waiting!

Yes, I agree, this time is way different than the many times we’ve worked with them in the past. At least 2 of my emails weren’t answered in at least 10 days, and only after a follow
up email to ask.
And i remember in the past i would get a welcome call asking “is there anything i can help you with.”
and the 130 day request. instead of the usual one day response, this took 10 days to respond and i guess we couldnt get a cabana.
I get they’re busy and backed up and whatever and i do appreciate the work. and there are bigger problems in life, but i do notice a difference this time.

 

[lovingeire]

I emailed with a questions on March 25 and received a response on April 6th. So, eight business days, although I do think they're open on the weekends...

 

[Sakura1017]

When I called concierge, if you sent them an email in goes into a queue that I think someone will sort and forward to the right team. Cuz apparently one time I sent an email with just a team member on shoreside as the subject, they had to look through it to find it. They said it's easier to put in your reservation number in the subject heading and go from there.