Trip cancellation - advice really needed

[ErinGaf]

Hello ~
We are scheduled to go on our first cruise in 2 weeks, with my husband, mother, and 3 children. We have 2 side-by-side cabins, deluxe family verandah. We booked through Dreams Unlimited. Unfortunately, my mother broke her hip on Thursday and had surgery yesterday. We are devastated, but she cannot go. We are trying to decide whether to go as a family of 5 without her or to rebook the whole cruise for a few months out when she might be able to join us. She bought travelers insurance through an independent agency, so she CAN get money back.

Here are some questions I would love feedback on:
1) Is there a phone number for Dreams Unlimited? I keep telling my agent over email that I'd like to speak on the phone on Monday and she has yet to give me a phone number.
2) Our travel agent first came back and said our cabin doesn't sleep 5. But, I know it does, so I pressed, and then she said yes our cabin DOES sleep five, but "due to capacity issues, even though you are cancelling one room, they cannot add 2 passengers to this room. It’s confusing, but cruising is very different than hotels." --- What does this even mean??? I just figured that if we switch to ONE cabin my mother might be able to recoup more money than if we keep the two cabins - way more space than we need. If we keep two cabins she can only file a claim for her fare. IF we drop an entire cabin, won't she get more money back?? Wouldn't the 4th and 5th passengers in our cabin be cheaper? Can anyone explain what this has to do with capacity? I would think Disney would love to be able to offer some other fmaily an upgrade, or sell another cabin. Any experienced cruisers please help me here!
3) What should I do??

Thanks!

 

[ErinGaf]

Hello ~
We are scheduled to go on our first cruise in 2 weeks, with my husband, mother, and 3 children. We have 2 side-by-side cabins, deluxe family verandah. We booked through Dreams Unlimited. Unfortunately, my mother broke her hip on Thursday and had surgery yesterday. We are devastated, but she cannot go. We are trying to decide whether to go as a family of 5 without her or to rebook the whole cruise for a few months out when she might be able to join us. She bought travelers insurance through an independent agency, so she CAN get money back.

Here are some questions I would love feedback on:
1) Is there a phone number for Dreams Unlimited? I keep telling my agent over email that I'd like to speak on the phone on Monday and she has yet to give me a phone number.
2) Our travel agent first came back and said our cabin doesn't sleep 5. But, I know it does, so I pressed, and then she said yes our cabin DOES sleep five, but "due to capacity issues, even though you are cancelling one room, they cannot add 2 passengers to this room. It’s confusing, but cruising is very different than hotels." --- What does this even mean??? I just figured that if we switch to ONE cabin my mother might be able to recoup more money than if we keep the two cabins - way more space than we need. If we keep two cabins she can only file a claim for her fare. IF we drop an entire cabin, won't she get more money back?? Wouldn't the 4th and 5th passengers in our cabin be cheaper? Can anyone explain what this has to do with capacity? I would think Disney would love to be able to offer some other fmaily an upgrade, or sell another cabin. Any experienced cruisers please help me here!
3) What should I do??

Thanks!

ALSO - Is there any reason for me to try calling DCL directly versus continuing to go through my DU agent who seems to only want to communicate via email?

 

[PrincessShmoo]

Hello ~
We are scheduled to go on our first cruise in 2 weeks, with my husband, mother, and 3 children. We have 2 side-by-side cabins, deluxe family verandah. We booked through Dreams Unlimited. Unfortunately, my mother broke her hip on Thursday and had surgery yesterday. We are devastated, but she cannot go. We are trying to decide whether to go as a family of 5 without her or to rebook the whole cruise for a few months out when she might be able to join us. She bought travelers insurance through an independent agency, so she CAN get money back.

Here are some questions I would love feedback on:
1) Is there a phone number for Dreams Unlimited? I keep telling my agent over email that I'd like to speak on the phone on Monday and she has yet to give me a phone number.
2) Our travel agent first came back and said our cabin doesn't sleep 5. But, I know it does, so I pressed, and then she said yes our cabin DOES sleep five, but "due to capacity issues, even though you are cancelling one room, they cannot add 2 passengers to this room. It’s confusing, but cruising is very different than hotels." --- What does this even mean??? I just figured that if we switch to ONE cabin my mother might be able to recoup more money than if we keep the two cabins - way more space than we need. If we keep two cabins she can only file a claim for her fare. IF we drop an entire cabin, won't she get more money back?? Wouldn't the 4th and 5th passengers in our cabin be cheaper? Can anyone explain what this has to do with capacity? I would think Disney would love to be able to offer some other fmaily an upgrade, or sell another cabin. Any experienced cruisers please help me here!
3) What should I do??

Thanks!

I'll try to explain the "cannot add 2 passengers" thing. The rooms onboard are able to accommodate more people than the actual lifeboat capacity onboard. This allows for more flexibility in making reservations. Once the ship is "full" (lifeboat capacity full) then no more people may be booked, even if the room has more beds available in it. Yes, you're actually lowering the number of people in one room, but you are raising the number in the other. Lifeboat capacity is determined on a room by room basis. The lifeboat for the room you wish to add people to is full, you can't add more people to it.

I'd say, if you still want to cruise, cancel your mother's reservation (with whatever penalties apply) and go with the two rooms.

How much money would be returned depends on the type of insurance you purchased. Some policies cover if a family member cancels and everyone else has to also. Others only cover the person cancelling. You'll have to read your policy.

ALSO - Is there any reason for me to try calling DCL directly versus continuing to go through my DU agent who seems to only want to communicate via email?

DCL won't talk to you if you used a TA. I believe I've seen a phone number for DU somewhere here. I'll try to find it.

Here you go: Toll Free = 1-888-374-0494

 

[ErinGaf]

I'll try to explain the "cannot add 2 passengers" thing. The rooms onboard are able to accommodate more people than the actual lifeboat capacity onboard. This allows for more flexibility in making reservations. Once the ship is "full" (lifeboat capacity full) then no more people may be booked, even if the room has more beds available in it. Yes, you're actually lowering the number of people in one room, but you are raising the number in the other. Lifeboat capacity is determined on a room by room basis. The lifeboat for the room you wish to add people to is full, you can't add more people to it.

I'd say, if you still want to cruise, cancel your mother's reservation (with whatever penalties apply) and go with the two rooms.

How much money would be returned depends on the type of insurance you purchased. Some policies cover if a family member cancels and everyone else has to also. Others only cover the person cancelling. You'll have to read your policy.



DCL won't talk to you if you used a TA. I believe I've seen a phone number for DU somewhere here. I'll try to find it.

Here you go: Toll Free = 1-888-374-0494

THANK YOU!

 

[GatorMomInNC]

Is the insurance just for her? Is she the only adult booked in the cabin? If so, and she cancels you MIGHT have to put another adult in that room.

 

[plutolovr]

I would think Disney would love to be able to offer some other fmaily an upgrade, or sell another cabin. Any experienced cruisers please help me here!

The issue is if Disney is saying that they are at capacity, if you cancel this stateroom they cannot re-sell it or move anyone there. The cabin will remain empty. Something I'm sure they don't want.

 

[lbgraves]

Also, if you were to move the two kids out of that room it would be considered a cancellation and you would also lose their cruise fare at this point. You would then have to pay more to add those two to your room, if the space was available.

As suggested by GatorMomInNC, cancelling the adult in that stateroom will cancel the entire room. Your only option is to do a name change with you or your DH, but then that will result in that person being cancelled from their original room. Unfortunately, this is not as simple as your mother being able to cancel, get her money back and the rest of you go on the cruise without any issues.

There is a phone number for DU on the reservation confirmation page from them. However, at this point it sounds like you need to speak with the owner, John. His email is john@dreamsunlimitedtravel.com .

 

[Weedy]

So sorry for your mom. Prayers for a speedy recovery.

 

[GatorMomInNC]

Maybe they can find an adult relative and just do a name change and put that person in Grandma's place. But then she won't get money back. Or, if insurance covers everyone, cancel and rebook, but that would be such a disappointment, I'm sure.

 

[Four Swampers]

Would this work? Swap an adult (mom or dad, whoever is not primary for the room) with grandma. Have grandma as the second adult in the room. THEN cancel grandma. Puts an adult in each room, and allows grandma to cancel, getting her money back via her trip insurance.

 

[lbgraves]

It could. It would result in the child in the room the mother is cancelled from being charged more because they would then be at the rate of an adult. The name change will have a $50 fee also. It would have to be done at different times. The idea of another relative or family friend going would work also.

 

[ErinGaf]

Hi all ~ Thank you so much for taking the time to reply and for well wishes for my mom. She is healing. We are going to stick with the trip! The reservation was for my husband and me and one child in one cabin, and my mother and the other 2 children in the second cabin. The cabins connect. According to EMAILS with our DU travel agent, we can switch me to the second cabin and keep the kids as is. I don't think there is a rate change. She did say that DCL will waive the $50 change fee if we provide a doctor's note. Thank you again. This has been quite an unexpected hurdle.

 

[lbgraves]

So glad that you finally heard from someone and they were able to help and DCL is willing to waive the fee.

 

[GatorMomInNC]

Good news all around!