Reviews

We traveled from 12/7-12/12 2024 on the Disney Dream, the cruise was wonderful, however the Senses Spa is a complete scam. We were hounded outside the elevators for 15 mins unable to get past the spa sales person to board the elevator while she sold us on the many on board deals that were available . I politely tried to say no multiple times, my 7 year old twins werent having it and neither was she. After 15 missed elevators I was going to be called to schedule a package of services that she promised would not interfere with our other plans. I was never called I was charged $242 and scheduled for two appointments the next day conflicting with other Disney scheduled activities. As soon as the spa opened I went to try and cancel to be told it was non refundable. The best they could do was move the appt from 11 to 1:30 the same day. Once at the appointment, I asked multiple times what I had been charged for . He said the package, I asked at the front desk of the spa as well they said it was between me and the stylist. I had a Keratin treatment and blowout I was never interested in a haircut I said this multiple times and never received one but Im pretty sure it was included in the charges, the stylist persistently tried to sell me on additional services and products through the entire session, it definitely was not the Disney magic I expected . Next time Ill know better than to fall for the sales lady on the boat outside of the elevators. Other cruise travelers, have told me the spa isnt Disney its owned separately but everything I have says I was billed by Disney on a Disney boat and the employees have Disney spa contracts. Hopefully others will know to expect high pitch sales that are a bait and switch to get you to spend lots more money and take up your limited time while on board Disney .

Disney Cruise Line has spoken with this Guest about their experiences. Disney Cruise Line has provided an appropriate resolution.

A bunch of my family booked a cruise this fall, three in a concierge suite, another in a regular room, and my wife and I in an ocean view room. We were never told that first time Disney cruise passengers would not be allowed to book excursions until well after everyone else, unless they purchased a concierge suite for more than double what we paid. Now half my family have booked their excursions because they did get a concierge suite and my wife and I were told we had to wait until everyone else was finished and hopefully there would be openings on those excursions. We did not book a cruise that is 4400 miles away, so we could not be with our family who are meeting in ****** for this cruise. When I spoke to customer service, they refused to escalate further up the chain and told us sorry theres nothing we can do. Of course we were told we would lose about a grand if we canceled now, even though we booked the trip under false pretenses. I would never recommend this cruise line to anyone after this! It is an atrocious policy to put time with your family behind a paywall for these greedy people!

Disney Cruise Line has attempted to contact this Guest and has not yet received a response.

I was in the disney cruise wish from 4/5-8 (9089) want, and on that cruise I bought 2 pre-owned Rolex thinking they price it appropriately and we do not have access to internet so we never check the price. After we got off the ship and check the Rolex price on their website I am very disappointed because they over charge the price for the 2 watches worth $7,000.00! I trusted them specially Disney because we really have a good time in the ship. I do not think it was fair.

Disney Cruise Line has spoken to this Guest about their ********************** purchase and explained our policy with regards to this matter. Disney Cruise Line assisted with facilitating contact between the Guest and ********************** directly.

We booked a Disney cruise on the Fantasy and my husband and 3 toddlers will maybe sail soon. Why I say maybe...here we go, now that Disney took all of our money, nobody is willing to help us with special requests. I have Multiple Sclerosis and can not participate the mandatory drill. When calling Disney before our money was taken, everyone was willing to help, now that they have our money, Disney tells me that they can not do anything special for me. I explained to them what Multiple Sclerosis is, but no understanding! The can make special accommodations if you are lactose intolerant but if you have a serious illness ( brain condition ) they can not. I told multiple Disney members that the drill could put me into a flare up or even a seizure but all they are telling me is that I have to be on the ship and speak with crewmembers and see. So after I can not get my money back?! Wow, not good business Disney!! Very disappointed!

Disney Cruise Line has contacted the Guest and addressed their concerns about the assembly drill. A satisfactory solution was provided to the Guest.

After having daughters, I looked forward to affording them with the Disney Cruise Line experience. Unfortunately, we lost our previous booking as a result of COVID. So for my ten year old’s birthday, my husband and I organized over twenty family and friends to attend Disney’s 25th Anniversary on Disney’s Magic Cruise Line. In preparing for our cruise, we were informed that we were allowed to upload all and any documents to confirm citizenship. Therefore, prior to embarking on 8/5, I had uploaded all my family birth certificates to prove citizenship. Once, my family and I arrived we were told that the Cruise Line had never received the documents. After learning that are documents, our nightmare began. Over twenty family members, were redirected to another line where Disney representatives asked us for proof of citizenship. Fortunately, I had proof of my husband’s and children’s birth certificates on my phone however, unfortunately I was unable to find my certificate. The representatives explained to me that they have turned away people from out of the country and that I would definitely not be able to embark unless I was able to provide documentation. My children began crying after separating me from my family. I was left on the dock, searching through my phone to see if there was a copy previously sent in my history. It was very hard for me to search the internet because the dock was in a dead spot. I was there from 10a-5pm until the boat actually docked. Disney’s representatives were very rude and disrespectful. They offered me no credit or compassion. I was separated from my family, denied entry and left abandoned thousands of miles from home. I literally watched all of the workers leave. I stayed until the very second hoping that the Cruise Line may eventually locate my proof of citizenship. However, to my dismay I was left alone on the dock in search for an Uber to take me to the airport. I missed my daughter’s 10th birthday and our family’s celebration.

Disney Cruise Line has been in contact with this guest. Our citizenship and denied boarding policies were reiterated, and appropriate consideration has been provided.

Overall, we are very happy with Disney Cruising. We love the family atmosphere, the cast on all of our cruises has been great and our daughter loves all of the activities onboard. We were "bummed" to learn we are not Gold yet and wanted to provide some constructive feedback for the website. My family and I just completed our 4th cruise and were excited because we thought we were going to be Gold on our next cruise which we would be our 5th (we have already booked it for next summer). We just found out that we would not be Gold until after our 5th cruise. The following page on the Disney Cruise website creates some confusion (******************************************************************/). Near the top of the page, under Gold it does say "After completing 5 sailings". However, when you click "View all Benefits" button underneath it, under Gold it says 5-9 sailings. This gives the impressions that on the 5th sailing you are eligible for the Gold benefits. All of the memberships level descriptions in this section appear to be off by one. For example, the text underneath Silver says "1-4 sailings" but it would be more accurate if it said "2-5 sailings" (since on your first cruise you are not Silver and you still are Silver on your 5th cruise).

Spoke to Guest on the phone and he shared his experience and how the website is confusing in reference to the Castaway Club status and how it's calculated. Thanked Guest for his feedback and his concerns. Informed the Guest that the appropriate leadership and executive teams have been contacted. Encouraged Guest to check the website for any further changes in the future. Guest was thankful for the call and appreciated us reaching out.

A cruise line rep did contact me but the website has not been updated.

Highly disappointed. Dining was a disaster supposed to have dining at 8 at 10:45 pm still waiting on food due to the kitchen staff. missed all the night activities due to this. music in the dining area was so loud we couldn't hear what our server was saying. very rude people checking you in and out. This was not a cheap trip whatsoever there were 5 of us and we were very disappointed

We have spoken with the Guest and addressed their concerns. If they have any additional questions or concerns, they are welcome to contact us directly.

Very disappointed in Disney Cruise Lines. Took our first cruise ever on 4/21/23 on the Disney Wish from Port Canaveral. Boarding was delayed for HOURS due to Disney’s own IT problems. This led to the muster drill being delayed twice, and the sail away party, our first ever which we were so looking forward to, to being canceled. Due to Disney’s IT problems with boarding, dinner was rushed and our first night of a short cruise was started off frustrating and disappointing. The sail away party was rescheduled for our last night, which made that night rushed, and it just wasn’t the same. We love Disney, and expected them to make it right as they usually do. No compensation offered at all the whole cruise. Upon returning home, we reached out to Disney and were informed nothing could be done to make it right. We had other disappointments on this cruise. The dining room wait staff, which we had heard were the best in the industry, were very substandard. Our waiter made mistakes, brought out wrong food orders multiple times, was not personal, did not remember our names. But every evening he pushed the survey for us to rate him ‘excellent’. Our whole table felt pressured to tell him we would rate him excellent, even though he was not. The last morning he told us how hard they work and how little time off they get. (7 day work weeks, months at a time.) The survey was pushed multiple times each evening by different staff. We expected better from Disney Cruise Lines. I understand maybe we got a bad batch of waitstaff (they were not new, had been working with Disney for 7 and 3 years each), but we really thought Disney would listen to our concerns and make it right. The ship was beautiful, we love all things Disney, but this is very poor customer service.

We have spoken with the Guest and addressed their concerns. If they have any additional questions or concerns, they are welcome to contact us directly.

Disney reached out and I’m very pleased with the resolution. The conversation restored my faith in the brand and we will continue to be regular theme park visitors.

Disney cruise line lied to us causing us to have a terrible cruise time.They had a promotion with 3 and 4 guest free. So we added my daughter friend when we made our reservation. One month out from the cruise We needed our documents to do our preboarding. My daughters friend was not sure if she was going to be able to go. I called disney cruise line an was told we could remove my daughter's and would be able to add her back up to the day of sailing. I asked the representative 2 to 3 times if I would have any problems adding her back in if she is able to go. I was assured all 3x in the conversation that up to the day of sailing I would be able to add her back in. 3 days before sailing my daughters friends prior commitment canceled and she was able to go. We were so excited because my daughter has anxiety and server depression so having her friend was going to make her trip. We called Disney cruise line and we're told they could not add her because they did not have room in the life boat for our area. I'm beside myself. I'm like I asked 3x and was told there would be no problem adding her back onto the reservation. I was told there was nothing they could do for us. My daughter slipped into a depression. Our days inside disney parks in Florida were ruined. Our trip of the cruise was ruined. My daughter did not go into the teen club at all. She spent most of the cruise in the room sleeping. This made it hard on my husband and myself. We canceled most of our stuff because of fear of her being alone in the room. It's heart breaking to spend so much money on a vacation that is so much needed after a year of dealing with a teenager with major depression issues and have it not be a vacation because the place your buying/spending all your money lied to you causes the problem with the vacation. To added to the insult I reported what happen hoping for some form of reenburssment for our trip to be told they could give us a 200.00 gift card. Very insulting..

Disney Cruise Line has spoken to this Guest regarding their recent sailing. We have explained our booking policies and apologized for any misinformation. A goodwill gesture was extended to the Guest; if the Guest would like to accept it, they are welcome to contact us again. We sincerely apologize for any continued disappointment.