So disappointed with Reservation Dept.

[Luv4Mickey]

Okay, long story but here it goes: A few months ago I called to make our ADR's for our June trip. It would be me, DH, DD, DS, DS (2) and then the in-laws would be staying off property, but joining us for about 4 of our 8 days. Since we were going to be there on Father's Day I was trying to decide on something extra special to do that day. I had read about the Wishes cruise on the board and inquired with the super polite and personable reservation specialist. She had already made my ADR's for WCC for that day, but suggested that we move them up to accommodate a 9pm Wishes cruise. She did a great selling job of convincing me to get the boat that would be decorated and the sort. That made our ADR for WCC at 6:45, and to be out on their dock to catch the boat at 9, just try to get there a few minutes early. Wishes wasn't set to go off until 10 but she said it should be fine. Sunday morning it was cloudy and there was a 60% chance of t-storms that night so I called to ask about how it works if it gets cancelled and how would we know. But for some reason before I even asked about that I asked to "confirm" our time and the gentleman on the other end said it was booked for 8pm, not 9!!! Our ADR was still set for 6:45 for 7 people (including 2 yr old), so how in the world were we supposed to make an 8 o'clock cruise that wasn't even going to show us the fireworks?? Of course he was apologetic and sent me over to someone else who said not to worry, that I wasn't going to be "charged" for cancelling!! I said of course I wasn't since it was your mistake. Of course by this point all of the cruises were booked for that night and the next week for that matter.
So, here I had told the whole family that I had a "Very special, SUPER surprise for them" and then I had to tell them what it was going to be, but we couldn't do it now.
I was so disgusted. They didn't offer to compensate with anything else. All I got was an address to send complaints to.
So, I know this is long, but my advice to everyone is that if you have something special planned, please double and triple check in enough time!!

 

[Wishes]

I am so sorry that happened to you! You had worked so hard to plan such a special night for your family! Thank you for reminding all of us to check and double check our reservations. I hope someday you'll be able to go again and take the Wishes Cruise.

 

[mking624]

Okay, long story but here it goes: A few months ago I called to make our ADR's for our June trip. It would be me, DH, DD, DS, DS (2) and then the in-laws would be staying off property, but joining us for about 4 of our 8 days. Since we were going to be there on Father's Day I was trying to decide on something extra special to do that day. I had read about the Wishes cruise on the board and inquired with the super polite and personable reservation specialist. She had already made my ADR's for WCC for that day, but suggested that we move them up to accommodate a 9pm Wishes cruise. She did a great selling job of convincing me to get the boat that would be decorated and the sort. That made our ADR for WCC at 6:45, and to be out on their dock to catch the boat at 9, just try to get there a few minutes early. Wishes wasn't set to go off until 10 but she said it should be fine. Sunday morning it was cloudy and there was a 60% chance of t-storms that night so I called to ask about how it works if it gets cancelled and how would we know. But for some reason before I even asked about that I asked to "confirm" our time and the gentleman on the other end said it was booked for 8pm, not 9!!! Our ADR was still set for 6:45 for 7 people (including 2 yr old), so how in the world were we supposed to make an 8 o'clock cruise that wasn't even going to show us the fireworks?? Of course he was apologetic and sent me over to someone else who said not to worry, that I wasn't going to be "charged" for cancelling!! I said of course I wasn't since it was your mistake. Of course by this point all of the cruises were booked for that night and the next week for that matter.
So, here I had told the whole family that I had a "Very special, SUPER surprise for them" and then I had to tell them what it was going to be, but we couldn't do it now.
I was so disgusted. They didn't offer to compensate with anything else. All I got was an address to send complaints to.
So, I know this is long, but my advice to everyone is that if you have something special planned, please double and triple check in enough time!!

I'm so sorry that this didn't work out for you...and like it was said, it's a good reminder for all of us to make sure and double check our reservations. That said, what exactly were you looking for in terms of compensation? I know it was them who screwed up...but they weren't going to charge you for it (and rightfully so). So while you didn't get to take the cruise, neither did you have to pay for it. So I guess I'm wondering why you expected them to offer more in compensation.

 

[msmayor]

Were you told to call two weeks beforehand for a definite "meet the boat" time?

We booked the Wishes cruise for our trip last August, and the CM specifically told us that the actual time for the fireworks was subject to change and that we should contact WDW-PLAY at the 2-week mark to reconfirm the time. We, too, made dinner ressies at WCC for that night but we wanted to make sure that we'd have plenty of time, and booked for 5pm (WCC opening) and figured if we had extra time, we'd just wander the grounds.

One thing I learned on these boards is that you should always allow lots of time between ADR's and other planned activities. Folks have been known to wait 45+ minutes even with ADR's for a seat, and if that had happened you may have had trouble even making a 9 pm sailing.

As another poster said, you were lucky they were willing to cancel with no penalty; we were told that a minimum of 24 hrs notice was required to cancel without charge.

 

[a*lil*bit*goofy]

awwww i am so sorry that your surprise was not what you had wanted. i am sure that your family was happy with the thought and felt bad for you for doing all the work to have it mucked up. :O( Ihope you still had a great trip and that your family still had a great Father's Day. :O)

 

[Lizzybee]

Our time had changed too but only because the fireworks time had changed. It was moved an hour later. For us it wasn't a problem because I didn't make any ADR's for that day. My dad gets crazy nervous and cranky if you try to book things what he considers "too close" (for him "too close" is 6-10 hours). I was told to call a couple of weeks before the trip to verify the time. At that time, I was told the original time. However, since WDW hours were extended to accomodate the huge Spring Break Crowds, Wishes hours were change. I noticed the discrepancy and called two days before and again the morning of and was given the new time. I'd have been just as crushed as you had we not been able to go on the surprise cruise I was treating my family to for Easter.

 

[Harmony]

We had a cruise scheduled at 9pm...June 2005. As we get ready to board the boat, it starts to rain. It wasn't storming but it was raining pretty good. There were two toddlers going on the cruise and one of them (my son) had lung issues so we didn't think it was a good idea to go out on a boat while it was raining that hard. (it wasn't a light drizzle, mind you)

The driver said since we were cancelling at the very last minute...that we would still be charged the entire amount for the cruise. Before I made the ressie, I had inquired about weather conditions and cancellations and they had assured me that the boats do not go out if it's raining...even if it's not raining hard so if the weather turned bad, I wouldn't be charged for the cruise. I kept asking them about their cancellation policy...esp since I was travelling with a toddler.

I spoke to the manager and luckily, he agreed not to charge me. He said the other boats went out 'cause the passengers didn't care about the rain. Since my son had chronic lung disease and the last thing I wanted was for him to be sick while at WDW, it was a big deal to us.

At least the manager got it straight. Still, we weren't able to do the cruise but maybe on our next trip!

I hope y'all had a great vacation anyway!

Oh...a good tip to remember...don't forget to ask and re-ask about cancellation policies! It's important! And write down the names of the people you talk too! It's probably what kept me from being charged!

 

[bicker]

Actually, even better, you need to be sure to have anything you are relying on for your satisfaction in writing. Don't rely on what you heard or were told to protect your money.

 

[Bete]

very strict and prohibitive. Disney only cancels firework cruises if there are mechanical issues with their boats, or lightening or if the fireworks is cancelled which is a very rare occassion. Fireworks is not guaranteed with taking the fireworks cruise, either. This may sound strange, but if mechanical issues occur once you have taken the cruise portion of your trip getting to the location for the show Disney considers it a good cruise. If you read between the fine lines Disney does not call their cruises fireworks cruises for that show. Rain even heavy rain is not a reason the fireworks cruise will be cancelled. The poster who received her money back was very lucky in that regard. I think the manager was kind due to your child having a medical condition. Obviously, a manager has the power to over rule the standard policy.

I believe in double checking any important ressies including special dinner reservations if they are a HOT item. The best way to make sure you have the right cruise time for fireworks is to make sure you know when the fireworks will occur and ask for the cruise that's an hour ahead of it. You should still verify that it's the fireworks cruise, as well.

Good luck to all, but be aware and you will be fine.

 

[kaytieeldr]

very strict and prohibitive. Disney only cancels firework cruises if there are mechanical issues with their boats, or lightening or if the fireworks is cancelled which is a very rare occassion. Fireworks is not guaranteed with taking the fireworks cruise, either.

Right. We were told (granted, in 2000) that it's actually called Moonlight Cruise, not Fireworks Cruise - because the boats go out even if the fireworks are cancelled.
That said, due to absolutely torrential downpours at the time the boat was supposed to leave last fall, the party who booked the cruise I was on was allowed to cancel the cruise at the last minute and (I think) get their money refunded - but mainly because the manager didn't want his captains going out in "that".

 

[Harmony]

The CM I spoke to last year, *did* call it the "fireworks cruise."

 

[Luv4Mickey]

Hopefully we will be able to take the cruise one day. I was so disappointed because not only were we going to be celebrating Fathers Day, but my MIL, and all 3 kids' birthdays. See, we can't be there on all 3 of their b-days (but they are all within a 3 week time period), so we try to do something special while we are there.
When I spoke to the agent about that she suggested decorating the boat and just made it sound "so magical". I had planned everything ADR wise to a tee in advance, so I didn't double check anything before hand. You know how it is right before you leave for vacation, work is crazy, getting all of the arrangements made, I just trusted in Disney.
As for compensation, I just thought that they would offer some type of discount on something. Honestly, I don't know what I expected. I was just so distraught over it I felt like I deserved something for their error. I guess that was wishful thinking!
So, live and learn. That is why I wanted to pass on my story to fellow DIS'ers so that they won't have the same thing happen to them!!