Our very first Disney Cruise (Update: Post#42)

[DVC Mike]

Well, we’re back from our 4-night cruise on the Disney Wonder (April 27 – May 1). It was our very first cruise and, as explained below, will probably be our very last cruise as well.

We drove down to Port Canaveral on Saturday, Apr 26 and checked into the Radisson Resort at the Port. We had booked a regular room, but were upgraded for free to a suite with a whirlpool tub. It was nice.

Sunday morning, we take the free shuttle to the DCL terminal. Since we go there a bit early, we had to wait a few minutes. We left our baggage and proceeded to security. We were the first ones to check in.

We get onboard and eat a nice lunch at Parrot Cay. Our Category 5 Deluxe Stateroom with Verandah was ready at 1:30 (Stateroom #7568). Although much smaller than a DVC Studio, it was nicer and roomier than we expected.

Viruses seem to get a lot of attention when it comes to cruising, as there are warnings posted in your stateroom about frequently washing your hands, and disinfecting wipes are handed to every guest as they enter the dining areas, and are available almost everywhere. We were given a “Stomach Flu Advisory” when we checked in. I read that getting a virus happens to about 1-2% of the guests on every cruise, so we both used disinfectant wipes.

My wife, who experiences motion sickness a lot (she got really sick on Soarin’), took Bonine (Meclizine) and also wore the Scopolamine transdermal patch, and did very well.

Our dining rotation was PTTA (Parrot Cay, Triton’s twice, and Animator’s Palate) -- second dining (8:30pm). We had booked reservations for Palo on the night we were to repeat Triton’s, and brunch at Palo on the sea day.

We had scheduled a Couples Cabana Massage on Castaway Cay and the Elemis Aroma Stone massage for both of us at the Vista Spa.

We were excited and looking forward to a romantic and relaxing cruise!

At 1:00 pm on Monday (the second day of the cruise), my wife became very ill. The symptoms, which included vomiting and diarrhea, came upon her very quickly. She became very weak and needed fluids.

We contacted the onboard Medical Center as directed by the “Stomach Flu Advisory” form and they asked her to come down. She was finally strong enough to make her way down to deck 1 around 4:30pm. They gave her an IV and medication to treat her symptoms.

They then informed us that my wife was restricted to her stateroom for 48 hours (not from when she first became ill, but when she came to the Medical Center). That meant she would be stuck in her stateroom until the night before we disembark the ship – practically the entire cruise.

She missed dining at Triton’s and Animator’s Palate. She missed visiting Castaway Cay (which is what she was looking forward to the most) and the Couples Cabana Massage. She missed brunch at Palos. She missed all the nightly shows. She missed the Pirates IN the Caribbean party. She missed almost everything.

We were able to re-schedule her massage at the Vista Spa and dinner at Palo to the last night of the cruise, and those two things were all she was able to do when she was released from our stateroom at 5pm on Wednesday night.

So, our cruise was a bust. I didn’t have very much fun on my own, especially since I didn’t want to leave my wife alone in her stateroom for the entire cruise. I did step out to catch the shows in the Walt Disney Theater, and did get off at Castaway Cay for a while.

She had to order room service for every meal, and they kept botching her meals by “forgetting” her food allergies (Celiac’s/gluten, soy, etc) and preferences (vegetarian). It wasn’t at all like the fantastic way Walt Disney World handles people with food allergies.

We paid extra for the “Romantic Escape” package, but DCL botched that as well. They did the Romantic Turndown service (rose petals on the bed) the first night my wife was sick. The Champagne Breakfast was also botched, as my wife’s plate of eggs was covered with bread and bacon – making it inedible for her.

Disney Cruise Line didn’t do much for us, and didn’t offer us any compensation or credit for our misery. I know it’s not their fault that my wife caught a virus onboard their ship, but they could have at least offered to credit us for the Romantic Escape package.

Both of us were disappointed by our Disney Cruise Line experience. Not only will we not recommend DCL to others, we won’t be doing any more cruises in the future (Disney or otherwise).

After our cruise, we went to WDW where we enjoyed three great nights in a Boardwalk View room at BWV. The room was very clean and appeared to have fresh paint and carpet. We had a great time at WDW!

The DVC guide on the cruise heard about my wife’s illness, and DVC had four of those DVC fast passes waiting for us when we checked in at BWV. We both rode Splash Mountain (her favorite ride) 7 times in a row with no waiting!

[DVC Mike]

As a side note, I went to the DVC Member’s Celebration where I picked up four DVC hats, some DVC pins, and a DVC bag.

I also went to the DVC group presentation for non-members. I was a bit surprised that they focused exclusively on selling SSR, and never even mentioned AKV. The SSR offer was $500 onboard credit, $10 off per point, June 2007 points with June 2008 points coming next month. Existing members could take advantage of this offer with an add-on of at least 50 points. The sales guide used refillable mugs as an analogy for how DVC works (i.e., you pay once up front and then get periodic free refills). At the end of the presentation, they handed out the “dream” book.

[greenban]

Mike:

So sorry that your DW was so sick! I hope she is fully recovered now.

The DCL absolutely owes you a full refund for the botched Romantic Escape and after 1 call to DCL if not refunded, I would (if it was me, in other words) contact my credit card company in writting and get a refund that way.

While it would have been nice for the DCL to give you a discount, etc., I understand that aspect of the 'business' to accept no break there.

But the botched upgrades, inexcusable and undefendable, period.

And a cheer for the DVC-guide who got you the bonus fastpasses, that is the 'Disney Magic' that you did *NOT* experience on the Disney Wonder.

I would also, if DCL and CC company do not get a refund issued, post this on every Disney & cruise website and I would probably go public to my local media. Media always gets Disney's attention (and McDonalds, heheheheheh, another story ;) ) quite rapidly!

All the best!

-Tony

[TrvlPrincess]

Mike,
So sorry to hear your wife got sick, that sure is not a way to do a vacation.

I was thinking, did you get insurance?
If you did, you can call them and you will get a full refund for the Cruise cost, it covers that, (staying in stateroom due to sickness) as well as for example if you camara breaks etc.

I did read in the DCL Passporter for 2008 that if any of the guests visits the infirmary due to a virus or cold they will have you stay in your stateroom. (maybe that is why some do not go) but they do it as a protection to the other passengers.

I can only imagine what a terrible experience was but maybe in the future you can give it another try, sickness happens. Imagine how nice it would of been if the sickness did not happen. In 2002 we took our first DCL and my mom got sick with the cold/flu, it was the 7 days cruise. She stayed in most of the time. so we feel for you. Glad you WDW stay was pleasant.

[glypnirsgirl]

Oh Mike - that just stinks. My heart goes out to you and your wife.

Elaine

[Carol]

So sorry to hear about your wife's illness. What rotten luck!

Glad she recovered enough to enjoy your BWV stay.

[grumpy]

Mike
Sorry to hear your trip was way less then Magical. Hope your wife is feeling better.

[mountainjourno]

Oh no!! That sounds like a horrible experience. :( And if I remember - your wife recently had a nasty fall at the Coronado Springs Resort, ruining part of that holiday! You both seem to have terrible luck. :(

If I were you, I'd be writing to DCL about the botched romance package and really kicking up a fuss, as well as talking to your credit card company. That is totally inexcusable.

As for the quarantine, we learned that the hard way too, when my daughter became sick during the first night of our first DCL cruise. I was furious when they said she had to be quarantined for so long, especially since we were in a room without a balcony, so she couldn't get any fresh air. They ended up moving us to a room with a balcony for the period of her quarantine (and then back to our normal room straight after, of course).

You shouldn't have had room service - what they were supposed to do was give you the menu for the restaurant you would have gone to that evening, and you choose from that (and it was our normal waiter who even brought the food to us!)

I can't blame you for never wanting to go back again after that experience. We were lucky, I guess, that we were on a 7-day cruise, so it only affected the first couple of days. And they even brought special souvenirs and toys to our room for my daughter, which she still loves. :) We've been back again, and thankfully no one was sick...but we now bring EVERYTHING we need on the cruise so that if one of us gets sick, we have everything on hand, and can quarantine ourselves for as long as WE deem necessary, rather than being ordered to stay in the room. (As it was, my daughter's illness wasn't contagious.)

So sad you had a terrible experience, good thing the DVC resorts are so wonderful for holidays instead!

[harmrose22]

Can't say I blame you for not wanting to go on another cruise! Your report even makes me not want to go on a cruise... even though we had a good cruise experience (not w/DCL).

I agree with Tony's advice... get that refund!!!

[I'mNoPrince]

Mike that really does stink and is one of the only reasons We have not done one yet.

DW and DD pick up illnesses very easy and with DD being such a pickie eater I think that would only add to the problem.

I thought about doing a small cruise to try it out but this confirms it might not be for us.

We do understand that things like this can happen but thats a lot of Time and Money down the drain if it does.

[tomandrobin]

Wow, sorry to read you guys had such a crummy start to your vacation. Hopefully the cruise line will make things right for you and your wife.

[DarthGoofy]

Mike, I am so sorry that you and your wife had such a rotten time on the cruise. However, I am very glad that your time at the BWV was magical. :clappingh

[bmalonef45]

Mike that really is a bummer. We just got back from our 7 day last week and the first night my wife had the same thing happen about 4 in the morning. Having read many posts about DCL or any cruise line we didn't report it but she wasn't quite as bad from the sounds of it with her needing fluids. My wife missed the first port, Key West but got to rest in the room that day as I took the kids ashore. She went to dinner with us when we got back and finally by the next day (a sea day) she seemed to be getting well enough to enjoy herself. We were worried about being stuck in the room ourselves. The only way I have heard you can get help from DCL is if you bought trip insurance. If so make a claim. If not I would write DCL about the bad service with the meals etc. They should do better than that. I hope you mentioned it on the survey you complete. Once again sorry to hear about your bad luck. We've been on 2 DCL cruises and booked another but the virus sickness bug touched us on both.

[IspeakWhale]

I'm so sorry this happened.

You must have been really looking forward to your first cruise and to have it turn out this way must be a real disappointment.

I do agree with others that you should try to get some type of refund for the couples package. That really got botched!

[beaskelly]

Oh boy! that stinks! I agree with everyone replying your post. Ask a refund, that is not fair. Service was bad.

During our first Disney cruise back in Oct 2007. We had a little problem with my DD for the 3rd day. She was vomiting and I was blaming my husband that we did not bought a baby food for her before we got on on the boat. He called the services and told him that they sell baby food but it gerber 1 and 2. She was eating toddler food already. That was the problem we faced that time. She was stuck of eating macaroni and cheese for all of her meals. There were times that she was sharing with my food.

[DVC Mike]

I was thinking, did you get insurance?
If you did, you can call them and you will get a full refund for the Cruise cost, it covers that, (staying in stateroom due to sickness) as well as for example if you camara breaks etc.



Yes, I did get the trip insurance and will be contacting the insurance company to see what they will do.

[TinkLover]

So sorry to hear your wife got sick and that really stinks that they did nothing for you. You would think disney would want to keep everyone happy..... sure didn't sound very magical at all.....

[tasc54]

Call Disney or write a letter I had a bad experience at a Disney hotel and they were wonderful I had booked a party of 10 rooms and some of the rooms were not cleaned very well. They gave me 22 hopper passes to be used anytime before 2022
I think you haven't complained to the right people Disney wants our buisness
Good luck

[Steamboat Bill]

How about sending Disney a link to this thread.

I am a HUGE Disney/DCL fan, but if this would have happened to me and I was NOT comped a replacement trip, I would NEVER advise anyone to ever go on DCL.

[CRSNDSNY]

Mike, I am SO SORRY to hear about the less than stellar time you had on DCL. I would highly recommend you report this to your cruise insurance as I've read that others have been able to get some money back for issues like this.

Glad to hear you had a nice time at WDW, though. At least the entire vacation wasn't a bust.

[hlkeck]

First off, I'd like to say hello, as this is my first post here at mouseowners.com!

Secondly, I fear that when we are on our DCL cruise in Oct '09 -- I won't be telling anyone if we get sick. That is what will happen if they continue to treat people who may need to be quarantined in a way that is inexcusable! The refund is a MUST -- it's the treatment with the food and attitude (especially when on a 4 day cruise) that is bothering me. We are only taking a 4 day and it is using 2 years worth of points - so that will be our only vacation in 2009...so I'll be darned if I'm quarantined and treated badly!

Good luck with the refund - you deserve it.

I'll try to make another post in a more lighthearted forum. :)

[Frozenfingers]

Note to self: Stay clear of the infermary..

Sorry to hear you had a bad experience. We've done two on the Wonder and are looking forward to the Magic this Fall. So far, we've had nothing but great experiences, except for the foliio shock at the end of the cruise that is...

Keep us posted on what the insurance/ credit card do for you.

[DVC Mike]

First off, I'd like to say hello, as this is my first post here at mouseowners.com!

Secondly, I fear that when we are on our DCL cruise in Oct '09 -- I won't be telling anyone if we get sick. That is what will happen if they continue to treat people who may need to be quarantined in a way that is inexcusable! The refund is a MUST -- it's the treatment with the food and attitude (especially when on a 4 day cruise) that is bothering me. We are only taking a 4 day and it is using 2 years worth of points - so that will be our only vacation in 2009...so I'll be darned if I'm quarantined and treated badly!

Good luck with the refund - you deserve it.

I'll try to make another post in a more lighthearted forum. :)

First off, Welcome to MouseOwners!

Our stateroom host told us after we visited the medical center that he advises guests who get sick to steer clear of the medical center and to just order Gatoraide through Room Service. My wife was so dehydrated that even if we had known this, I doubt it would have been sufficient.

[robinb]

Yes, I did get the trip insurance and will be contacting the insurance company to see what they will do.
We're going on a 4-day Carnival cruise in August and I didn't think we needed trip insurance. Now, I'm not so sure! Please keep us posted on what your insurance company says.

[shelby101301]

Thanks for filling us in. I used to cruise all the time, but since these viruses started showing up years ago, we've been avoiding them.

It's good to know it's still happening. With a 3 and 5 year old, and a newborn on the way, we'll definately avoid it for a few more years... and when/if we do try it, definately get trip insurance which we rarely get now.

Sorry you had such a bad time. I hope disney makes it up to you somehow.

[greenban]

First off, I'd like to say hello, as this is my first post here at mouseowners.com!

Secondly, I fear that when we are on our DCL cruise in Oct '09 -- I won't be telling anyone if we get sick. That is what will happen if they continue to treat people who may need to be quarantined in a way that is inexcusable! The refund is a MUST -- it's the treatment with the food and attitude (especially when on a 4 day cruise) that is bothering me. We are only taking a 4 day and it is using 2 years worth of points - so that will be our only vacation in 2009...so I'll be darned if I'm quarantined and treated badly!

Good luck with the refund - you deserve it.

I'll try to make another post in a more lighthearted forum. :)

Welcome to MOs!!!!

And for all new and existing MOs members, I know of a Physican, available for your personal use, on a DCL cruise, provided you provide him with his own stateroom, sorry inside cat 11's not acceptable! ;)

-Tony

[Steamboat Bill]

Disney Cruise Line may in its sole discretion and without prior notice change, substitute, postpone, cancel or deviate from any scheduled sailing, itinerary or call at any port, and may substitute another vessel for the ship, and shall not be liable for any loss or damage incurred by a Guest as a result of any such change, substitution, postponement, cancellation or deviation. The Guest shall pay any and all expenses incurred if a Guest is detained on board ship or elsewhere at any stage of a voyage because of quarantine, port regulations, prevailing applicable law, illness or other cause.

Neither Disney Cruise Vacations nor Disney Cruise Line shall be liable or responsible in any way for any death, personal injury, illness or emotional distress occasioned by any Guest, or for loss of or damage to any Guest's property, which arises by reason of any act or omission by providers of air or ground transportation, shore excursions, tours, restaurants, hotels, theme parks or other similar services or activities.

No claim for delay, detention, personal injury, illness, emotional distress or death of a Guest, or for loss of or damage to any property of a Guest, may be brought against Disney Cruise Line unless written notice of such claim is provided to Disney Cruise Line within six (6) months after the date of the event upon which such claim is based (within 30 days after the termination of the cruise for a claim of property loss or damage); and no legal action may be brought against Disney Cruise Line for delay, detention, personal injury, illness, emotional distress or death of a Guest, or for loss of or damage to any property of a Guest, unless such legal action shall be commenced within one (1) year after the date of the event upon which such claim is based (within one (1) year after the termination of the cruise for a claim for property loss or damage), and legal process relating to such action is served on Disney Cruise Line within 120 days after filing, notwithstanding any provision of law of any state, territory, possession or country to the contrary.

http://disneycruise.disney.go.com/dcl/en_US/reserve/genericText?name=TermsAndConditionsPopUpPage

------------
Also, most cruise insurances cover full payments for canceled trips due to a medical quarantine, but I did not see anything about being quarantined onboard. Thus, this may be a loophole as you actually took the cruise. There are no payments if you can't come out of your room.

[pycees312]

Ohh my goodness i hope everything works out in your favor Mike! And im making a note if i ever do cruise pay the extra money for the insurance....



Wow the thought of any adult not seeking help or stopping the spread of this illness is horrible to think of and that alone makes me not ever want to cruise. I think as an adult you would want to protect all the children who you could potentially get sick. I agree the Cruise is a special kind of trip but in my opinion that would be selfish to not alert the crew members you were actually sick.

[greenban]

First off, Welcome to MouseOwners!

Our stateroom host told us after we visited the medical center that he advises guests who get sick to steer clear of the medical center and to just order Gatoraide through Room Service. My wife was so dehydrated that even if we had known this, I doubt it would have been sufficient.


Not to play Monday Morning Physicanback WRT to your DW, but, dehydration can usually safely be reversed via the oral route. I keep 99% of my sick peds patients out of the hospital this way. Trust me it is usually safer to be treated out of the hospital than in-patient if possible, <sigh>.

I present the following as a public service to future cruise diarrhea victims and to parents of vomiting and non-stop pooping children at 3AM Sunday morning throughout the world!

If a dehydrated (+Nausea/Vommiting and Diarrhetic) patient can keep one tablespoon of Gatorade down every 5 minutes that is almost 180 cc's of fluid that will be absorbed by the gut. This is at or above NPO (nothing by mouth) fluid rates for adults. Make it one teaspoon every minute (esentially a small sip, once a minute) and you have 300 cc's p.o. (by mouth) every hour. This rate will treat most levels of dehydration. The illusive one tablespoon per minute will treat at nearly 900 cc/hr, guarenteed to cure all levels of dehydration *AND* put you into severe fluid volume overload and place you into heart failure!) <=== Obviously do not replace fluids at this rate!!!

This avoids the infection, bleeding, nerve damage or infiltration risks with IVs, or worse yet the, "Whoops, Mr. DVC we gave the wrong fluid to your wife. 33% Saline was accidentally hung, so sorry!"

The only time I use IV rehydration now is for insurance purposes (Insurances will cover pateint care when an IV is in far more readily than p.o. patients) or for life threatening electrolyte imbalances, but then you really belong in an ICU or better yet CCU, not a ship's infirmary.

We now return to your non Medical portion of this thread ;)

Anyway, here is hoping that you get insurance reimbursement for the cruise (probably on DW's portion), and more importantly an apology from the DCL, a refund for the romance with dysentery package, and hopefully a good discount for another cruise!

-Tony

Remember medical advice on the anonymous internet, by a spelling impaired frog claiming to be a Physician is worth exactly what you paid for it!

[KingOMiami]

Mike,

I would definitely contact DCL and ask for a refund of the romance package. That is terrible that you could not take part in that.


Glad the rest of the trip at BW went well. DW and I are hoping to stay there in January

[Colorado Belle]

Thanks DrFroggie...GOOD info to know, even if your 'kid' happens to be 26!!!!

Mike, I'm so sorry that this happened. I hope you receive some recompense, through insurance or otherwise and I hope that some day you will venture on another cruise..may I recommend non-Disney and at least 10 days?

I often try to put myself into the scenario described. If i were feeling as poorly as your wife, I too may have gone to the medical center. (Doctor X used to treat his flu symptoms with IV but never ours..I think it was often associated with his having to work the next day or so and his efforts to get better as quickly as possible.)

But...here's the thing. If I were really sick and then, in LESS THAN 48 hours I felt better, I don't think I would have paid attention to anyone's quarentine. I mean, I wouldn't have flaunted it...but I wouldn't stay in my room after I was feeling better. We might need Dr. Frog to weigh in again, but I'd think you'd be as much a carrier as she was, in the first place, and any viable germs were probably passed on to everyone in the day before she was quaranteened. I'm not advocating spreading disease...but with the flu, if you're going to get it, you've probably gotten it already IYKWIM. If I weren't hacking and sneezing and dribbling snot, and once I felt human again, I think I'd be participating...(remind me to pack a disguise on my next cruise.)


Hoping that the insurance will cover trip INTERRUPTION as part of its coverage. Hope that Disney will understand the concept of PUBLIC RELATIONS in that of course they can't be responsible for you're getting sick...BUT if they want newbies to try cruisin for the first time, they'd better make sure that newbies don't hear: if you get sick we will quarantine you and not give you any refunds. Because in these economic times, you cannot afford to lose the newbies, especially on short cruises that are almost always mostly newbies.

Hoping you the best in your fight!

[DVC Mike]

We're going on a 4-day Carnival cruise in August and I didn't think we needed trip insurance. Now, I'm not so sure! Please keep us posted on what your insurance company says.

I contacted Access America (the company that provides the insurance for Disney Cruise Lines) and they stated that the insurance does not cover this particular situation. If my wife had been so ill that she had to be transported off the ship and flown home, that would have been covered. But since she remained on the cruise ship -- and even though she was restricted to her stateroom and unable to fully participate in the cruise -- the cruise insurance provided by Disney won't cover a thing.

This just confirms our decision to not take any future cruises. There's simply too much risk that your time and money will go down the drain if you catch a bug.

My next step is to write Disney Cruise Line and see what they say. I'm not very hopeful.

[jflanderbo]

What a bummer of an experience! Unfortunately, those viruses spread like wildfire so quarantine is absolutely imperative. I think you should have been compensated for part of your ruined trip with a discount or something for a future trip. And definitely you should be refunded for what you didn't get.

[Ransom]

It seems to me that the quarantine w/o compensation policy would strongly encourage people to refrain from reporting illnesses, resulting in more people getting sick.

[DVC Mike]

But...here's the thing. If I were really sick and then, in LESS THAN 48 hours I felt better, I don't think I would have paid attention to anyone's quarentine. I mean, I wouldn't have flaunted it...but I wouldn't stay in my room after I was feeling better.


They put a red flag on your KTTW card so if you try to disembark at port or Castaway Cay -- you get stopped. I know this because Medical flagged the stateroom and I initially was stopped from disembarking at Castaway Cay until they called Medical and found out the red flag was for my wife. I was then allowed to get off the ship.

My wife poked her head out the stateroom a couple times and each time was told by a DCL staff member that she needed to close the door and remain in her stateroom. They notify all the staff of who has been "restricted" to their stateroom. In fact, when a DCL staff member came to deliver room service, they wore latex gloves and face masks!


Hoping that the insurance will cover trip INTERRUPTION as part of its coverage.

As stated above, the cruise insurance is worthless in this situation. We'll see if Disney does anything.

[Steamboat Bill]

My wife poked her head out the stateroom a couple times and each time was told by a DCL staff member that she needed to close the door and remain in her stateroom. They notify all the staff of who has been "restricted" to their stateroom. In fact, when a DCL staff member came to deliver room service, they wore latex gloves and face masks!

Is there someone constantly monitoring your room?

I would suppose that getting out would be pretty easy, unless there was a guard.

[Steamboat Bill]

Interesting scores Wonder 95 and Magic 99 from the CDC

http://wwwn.cdc.gov/vsp/InspectionQueryTool/Forms/InspectionResults.aspx

[JimP]

I spent about 1/2 of my time in WDW last month sick in bed... and I was bummed.

In retrospect:

1) I was not on an expensive cruise
2) I was on a business trip
3) I was at DVC (SSR)
4) I was not using any points
5) My company was paying for the room
6) It actually was sick time from work
7) I was not using any vacation time
8) DW was there to nurse me through my illness
9) I was able to get out and around for about 1/2 of the trip

I think getting sick on my trip was not so bad now afterall once I put it into perspective. Of course, I wish I had stayed well.

Sorry this happened to you Mike.

/Jim

[Kynna]

Wow!!! What a heartbreaker!!!! I can't imagine being treated that way after you had spent so much money on a vacation. That would put me off cruises forever too! I hope you are compensated in some way.

Obviously they didn't get the memo that they were dealing with a celebrity. I mean c'mon your DVC Mike!:)

It's nice to hear your guide took matters into his own hands!

[CRSNDSNY]

-Tony

Remember medical advice on the anonymous internet, by a spelling impaired frog claiming to be a Physician is worth exactly what you paid for it!
Shoot, I'm not going to get an EOB in the mail for this, am I?






JK...thanks for that advice. I'm going to file it away.

[CRSNDSNY]

I contacted Access America (the company that provides the insurance for Disney Cruise Lines) and they stated that the insurance does not cover this particular situation. If my wife had been so ill that she had to be transported off the ship and flown home, that would have been covered. But since she remained on the cruise ship -- and even though she was restricted to her stateroom and unable to fully participate in the cruise -- the cruise insurance provided by Disney won't cover a thing.

This just confirms our decision to not take any future cruises. There's simply too much risk that your time and money will go down the drain if you catch a bug.

My next step is to write Disney Cruise Line and see what they say. I'm not very hopeful.
Oh Mike. I'm so sorry to hear this.

[DVC Mike]

Update: I received a call from Disney Cruise Line in response to the email I sent to DCL Guest Relations. He apologized for the bad experience we had on our April 27 cruise on the Disney Wonder.


He said he was surprised that Access America was refusing to cover the incident. He said the cruise insurance we purchased from Access America through DCL should absolutely cover the portion of the cruise that my wife was restricted to her stateroom. Rather than having me call back and try to get a claim processed on my own, he was going to call his contact at Access America and have them mail us a claim form.
He said DCL would refund the cost for the Romantic Escape package we purchased.
He said he would be sending us two vouchers for 50% off a future DCL cruise, and he hoped we would give them another chance.
He explained that while our dining servers were aware of my wife’s food allergies, room service typically isn’t.
He explained that when DCL had a bad virus outbreak in 2002, the measures they have implemented (disinfectant wipes, etc) have kept outbreaks to a minimum.

[TrvlPrincess]

WOW Mike that is awesome!
:coffee2:

That is what we call the Disney Touch! that is excellent.

I do agree with the agent , I certanly hope you give the DCL another chance :iagree: (after the experience is forgotten ofcourse)
Sickness no matter where are not fun!
I am so glad you got a nice response. Keep us posted. :coffee2:

[tasc54]

Mike I honestly believe Disney does things right I bet they help you out Don't give up on the cruise I think if you were both well you would have loved it

[burcs]

This just confirms our decision to not take any future cruises.

He said he would be sending us two vouchers for 50% off a future DCL cruise, and he hoped we would give them another chance.

so... which wins? :)

i'm glad things are not looking as badly as they were.

paul

[disneyfreak89]

Its nice to hear that Disney responded so quickly to your issues and took responsibility for the poor customer service received. I'm glad they are reimbursing you for the Romance package and also helping you get compensation from the insurance company. The 50% of vouchers were a nice touch too and perhaps you'll give it another try....some day. :sailing:

[DarthGoofy]

That is great Mike. I am glad that they responded and did it so quickly. It could have been easy for them to just say "Sorry", but they didn't. I hope that things work out as well with Access America.

[PBB]

Update: I received a call from Disney Cruise Line in response to the email I sent to DCL Guest Relations. He apologized for the bad experience we had on our April 27 cruise on the Disney Wonder.


He said he was surprised that Access America was refusing to cover the incident. He said the cruise insurance we purchased from Access America through DCL should absolutely cover the portion of the cruise that my wife was restricted to her stateroom. Rather than having me call back and try to get a claim processed on my own, he was going to call his contact at Access America and have them mail us a claim form.
He said DCL would refund the cost for the Romantic Escape package we purchased.
He said he would be sending us two vouchers for 50% off a future DCL cruise, and he hoped we would give them another chance.
He explained that while our dining servers were aware of my wife’s food allergies, room service typically isn’t.
He explained that when DCL had a bad virus outbreak in 2002, the measures they have implemented (disinfectant wipes, etc) have kept outbreaks to a minimum.

Mike,

Your response from DCL is a start. Especially if DCL is going to call Access America on your behalf. I would imagine DCL is going to have more leverage than you would especially since DCL offers Access America's insurance to all the passengers. I have to think that account is worth millions to them and they would not go to war over it if Disney is on your side.

If Access America pays 1/4 to 1/2 of the cost of the cruise and DCL pays the other I think you have to consider yourself lucky with the compensation. I am sure DCL does not want people walking away unhappy with their product especially an illness. That type of word of mouth advertising is not good for business and the internet increases it 100 fold.

I would make sure you can stretch the expiration date out as long as you can with the next trip (if you decide to go back)

BTW, I am sorry your wife was ill. I know it was not the trip you were hoping for and I am glad she is better. It sounds like WDW was the cure. :)

[Steamboat Bill]

Mike,

That is good news.....and not to sound insensitive, I would advise you to ask that credit and refund to be assignable in case you decide not to go, perhaps someone else can use your coupon.

[CRSNDSNY]

WOW MIKE! That is fantastic! :highfive:

[harmrose22]

That is WAY better than we got from NCL after our terrible experience with them. We ended up getting $70/person off our next cruise (doesn't even come close to 1/2) and 1 excursion credited back to us. :jawdroppi

Glad to see they are trying to correct the situation and turn you into a happy customer.