What am I requesting?

[alaskanabbott]

I had a room problem on our cruise a couple weeks ago. The travel agency has contacted Disney on our behalf, but they would like to know what we would consider a fair and reasonable solution to our problem. Unfortunately that ship has sailed, lol, and I'm not sure what I want.
In a nut shell: we had 3 rooms, one was an 8D. That room was for my dad, and 3 sons ages 23, 18 and 16. At the time we booked the 7A and 8D were close to the same price, but we went with the 8D because we were told there was a queen, a murphy bed, and a bunk- giving 4 beds, for the 4 men. As soon as I saw the room I could tell there was no upper berth so I called the desk. I was told it was there and would be set up by the steward. After dinner, we found out that our room didn't have the upper berth. I went to guest services. I ended up talking to an officer in the guest service department who told me that the Fantasy did not have any rooms with both a Murphy bed and upper/lower bunk. After a lengthy argument on that point she finally relented the room does exist, but not in the 8D category. The boat was not full and had that kind of room, but if we wanted it we would have to pay an additional $750 to upgrade to the higher category. She was very firm on this. In the end my youngest son slept on the floor for the 7 night cruise.
When we returned home I found out that there are 8D rooms with both the murphy and bunk bed, and that our room was classified as sleeping 5 (not sure how). Back to my question. I am disappointed by the experience, but I've never been a complainer. Even if all of us had to sleep on the floor, I'd still be so excited to be on a Disney cruise! But I did pay for something I didn't receive. We still had a fun trip, no other problems at all. We have done 6 DCL trips now and have never had a reason to complain, even when all 3 cruises that were suppose to stop at Castaway have been disrupted, only one stopped, and we were evacuated off the island after just a couple hours due to a storm. I know things happen, and it's always better just to roll with it.
DH and I want what's fair, but we just are not sure what that is. At the time, fair would have been to put us in the cabin we requested. It's too late for that now. Only one person of the 4 was really inconvenienced (by sleeping on the floor) but it was the floor of the FANTASY! Life could be worse.
Can you comment what you believe is an honest fair solution? A simple apology, a Mickey bar? Thanks everyone.

 

[TestingH2O]

To be clear, you paid for the more expensive room initially? If so, I'd just request the price difference. If you paid less, then I'm not sure. Do you have another cruise booked? OBC? Upgrade?

 

[KristiMc]

I'm not sure what would be fair. To be honest, the room was capable of sleeping 4 people - you chose to have someone sleep on the floor. This is the problem with these categories that sleep 3-5. They really need to have it posted on the site saying exactly how many people can fit.

 

[PrincessShmoo]

I had a room problem on our cruise a couple weeks ago. The travel agency has contacted Disney on our behalf, but they would like to know what we would consider a fair and reasonable solution to our problem. Unfortunately that ship has sailed, lol, and I'm not sure what I want.
In a nut shell: we had 3 rooms, one was an 8D. That room was for my dad, and 3 sons ages 23, 18 and 16. At the time we booked the 7A and 8D were close to the same price, but we went with the 8D because we were told there was a queen, a murphy bed, and a bunk- giving 4 beds, for the 4 men. As soon as I saw the room I could tell there was no upper berth so I called the desk. I was told it was there and would be set up by the steward. After dinner, we found out that our room didn't have the upper berth. I went to guest services. I ended up talking to an officer in the guest service department who told me that the Fantasy did not have any rooms with both a Murphy bed and upper/lower bunk. After a lengthy argument on that point she finally relented the room does exist, but not in the 8D category. The boat was not full and had that kind of room, but if we wanted it we would have to pay an additional $750 to upgrade to the higher category. She was very firm on this. In the end my youngest son slept on the floor for the 7 night cruise.
When we returned home I found out that there are 8D rooms with both the murphy and bunk bed, and that our room was classified as sleeping 5 (not sure how). Back to my question. I am disappointed by the experience, but I've never been a complainer. Even if all of us had to sleep on the floor, I'd still be so excited to be on a Disney cruise! But I did pay for something I didn't receive. We still had a fun trip, no other problems at all. We have done 6 DCL trips now and have never had a reason to complain, even when all 3 cruises that were suppose to stop at Castaway have been disrupted, only one stopped, and we were evacuated off the island after just a couple hours due to a storm. I know things happen, and it's always better just to roll with it.
DH and I want what's fair, but we just are not sure what that is. At the time, fair would have been to put us in the cabin we requested. It's too late for that now. Only one person of the 4 was really inconvenienced (by sleeping on the floor) but it was the floor of the FANTASY! Life could be worse.
Can you comment what you believe is an honest fair solution? A simple apology, a Mickey bar? Thanks everyone.

I'm not sure what sort of "solution" would be forthcoming after the fact. I suppose if you're satisfied with a "simple apology" that would be it.

 

[alaskanabbott]

I know I paid for a room with 4 separate sleeping area's. While we did kind of choose for the 16 to sleep on the floor, there was no place else he could have slept. Grandpa has to sleep alone and at 6 feet tall my boys barely fit in the murphy/bunk alone- no way we could put another one in.
It's the first time we decided not to book onboard. My kids are grown now, so the "theme" of Disney is fun, but we were exclusive because of the service we received and my experience was enough to open the door to trying another line next year. I'm not saying I'll never cruise DCL again, and who knows we may end up with them after all next year.

 

[JW9DVC]

You didn't have 4 separate beds? Or a queen and two twin size beds? How can they book 4 in a room and have someone sleep on the floor? Or am I missing something? If those are true. Get what you can in a refund or something, especially if they offer you that.

JW

 

[KristiMc]

The problem with this category is that some 8d rooms sleep 3, some sleep 4 and some sleep 5. You booked 4 people, so they gave you a room that would sleep 4. The person that booked you did screw up by telling you that your room had space for 5 people. I'm not sure how they messed that up. The only way I guess that you could definitely be sure for a 5 person room in the future would be to make a fake booking for 5 to see what rooms are available. Maybe they can give you a discou

 

[KristiMc]

You didn't have 4 separate beds? Or a queen and two twin size beds? How can they book 4 in a room and have someone sleep on the floor? Or am I missing something? If those are true. Get what you can in a refund or something, especially if they offer you that.

JW

There was room for 4. Queen, couch and murphy bed, but they wanted a room that also had the bunk so none of the 4 people would have to sleep together on the queen.

 

[alaskanabbott]

You didn't have 4 separate beds? Or a queen and two twin size beds? How can they book 4 in a room and have someone sleep on the floor? Or am I missing something? If those are true. Get what you can in a refund or something, especially if they offer you that.

JW

Since we needed a room that would sleep 4 grown men, we chose the 8D because we were told that we would have a queen (bed1) the murphy (bed2) and the bunks (beds3&4). We ended up in a room with no upper bunk. We could have booked a couple insides for the same price, which would have given us the 4 beds, but since we were told there were 4 beds were thought a porthole would be nice.

 

[alaskanabbott]

The problem with this category is that some 8d rooms sleep 3, some sleep 4 and some sleep 5. You booked 4 people, so they gave you a room that would sleep 4. The person that booked you did screw up by telling you that your room had space for 5 people. I'm not sure how they messed that up. The only way I guess that you could definitely be sure for a 5 person room in the future would be to make a fake booking for 5 to see what rooms are available. Maybe they can give you a discou

I have learned my lesson for sure about this category! I did notice prior to booking that some slept 4 and some slept 5 so I had them double check and was assured our room slept 5. Even guest services told us when we got to our room that there was an upper berth and that it would be set up before bed. I don't think they even know.

 

[PrincessShmoo]

You didn't have 4 separate beds? Or a queen and two twin size beds? How can they book 4 in a room and have someone sleep on the floor? Or am I missing something? If those are true. Get what you can in a refund or something, especially if they offer you that.

JW

They were put in a room that sleeps 4 - queen bed (2), sofa bed (1) and a Murphy bed (1). But, they wanted everyone to have their own separate bed. So, one person slept on the floor. What they needed was a room that slept 5 for everyone to have their own bed.

 

[allears]

You used a travel agency? If so it sounds to me like they screwed up and were not clear about what was needed when they booked for you.

 

[Maggie'sMom]

You mention a travel agent so it was them that actually booked the cruise. Could it have been a mistake on the part of the TA? Did they assume that all the rooms in that category had the upper berth?

 

[tinkerone]

if you paid for a room that sleeps 4 and you received a room that sleeps 4 then I really don't see dcl doing much more than apologizing. although its no what you wanted it is what you paid for.
who actually originally told you it had 4 different sleeping areas? was it the t.a.?

 

[Jk125]

Doesn't 8d state that it can accommodate 3-5 people, if you wanted to make sure that you had a room for 5 (4 beds) than you should have paid the upgrade. I don't think Disney owes you anything, imo.

 

[DHSbutcher]

I'm still really curious why didn't 2 of the boys share the queen, put grandpa on the couch or murphy and the other one in whatever left. My siblings and I would share a queen if we had to.

besides that, perhaps if this is a TA problem, then you should take it up with the TA instead of Disney.

 

[persimmondeb]

As I understand it, the OP paid for a room category where some rooms sleep five in four beds, and some do not. Even though she only had four passengers, she knew she really needed a room for five, and thought she had secured one. So she got what she paid for, but not what she needed and thought she had been given, and obviously it was inconvenient, and she would not have booked that way if she had realized that the room was configured with three beds.

So...

Somebody dropped the ball (and it sounds like some of the issue was in Disney's room description). Still, after the fact...

At the time, I'd want Disney to make it right in some way (and I'm a little surprised they couldn't produce a cot or a mat of some kind, even if they couldn't switch the room), but she's not really out any money, and it sounds like her son took no harm from his adventure.

At the least, I'd want an apology, and some indication that they realized there was a problem in the description and were fixing it.

 

[Expatriat]

OP - You said you "went with the 8D because we were told there was a queen, a murphy bed, and a bunk- giving 4 beds." If you were told this by your TA and not personally and directly by DCL, then it is your TA who was in error, and DCL does not owe you even an apology. If you phoned DCL yourself prior to booking through a TA, again DCL would not be in error that category 8D could (certain cabins) provide 4 separate beds, but unless you booked a cabin directly with DCL at the same time as stating you needed those 4 separate beds, then they should share no responsibility or blame. When you use a TA, it is up to you to make sure they understand your needs and requests, and up to THEM to handle and verify the arrangements.

 

[bumbershoot]

What you ask for depends on who actually told you the info about that room.

You booked 4 people, so they gave you a room that would sleep 4.

I agree.

The person that booked you did screw up by telling you that your room had space for 5 people.

Definitely agree.

The only way I guess that you could definitely be sure for a 5 person room in the future would be to make a fake booking for 5 to see what rooms are available.

Yes.

I have learned my lesson for sure about this category! I did notice prior to booking that some slept 4 and some slept 5 so I had them double check and was assured our room slept 5. Even guest services told us when we got to our room that there was an upper berth and that it would be set up before bed. I don't think they even know.

I hope you'll do a review on wdwinfo.com and anywhere else you can find of your exact room number giving exact info and pictures if you have them, so that people looking up that room number online in the future have a chance of finding your review and description!!!!!

I'm still really curious why didn't 2 of the boys share the queen, put grandpa on the couch or murphy and the other one in whatever left. My siblings and I would share a queen if we had to.

If only you had been there.