Concierge request fail- is this normal!?! - First time cruiser DCL

Having gone on several cruises on Celebrity (confirmed Sky Suite addict now with the private dining room) and even Regent, but now with small children (1 & 2.5), we finally decided to look into a Disney Cruise. After swallowing hard at the price (really?! for 3 days? And that's not a suite?), we were further dismayed to find out that unless we were truly outside of the 120 day window, we could very well pay a large sum for a Concierge level room, only to find that we could be shut out of Remy, Palo, Spa, Cabanas, and most importantly NURSERY reservations.) So we scrapped our plan for an immediate vacation and attempted to predict the future - 122 days in advance booking a concierge room. After a lengthy phone call with the land-staff we came up with an itinerary and numerous reservation requests which we were ASSURED they would handle IMMEDIATELY when the booking window opened. Case closed. Trip planned. Nothing to do now but wait. But upon checking the website after the window opened... we had NO reservations. Nothing. Nada. No nursery. No Remy. No Palo. Almost all the cabanas were gone. It was a nightmare and I sat up for two hours trying to navigate the website and remember what we had booked and when and coordinate that with the now - going fast spaces available. I emailed the concierge too, first to see if somehow I had, in fact, been booked but somehow it didn't link (nope), and to express concern about double bookings if that was the case, and to find out about the events that did not show up on the website that I had booked nursery times around during the phone call (wine tasting). The email reply they then said they would verify everything and make sure that I wasn't double booked and fix everything. Okay. So I double checked again. No, it was still incorrect with a nursery time ending just as our wine tasting was beginning (perfect, we will bring the 1 year old, I am SURE everyone will enjoy his presence at a wine tasting.) So again, another phone call. So now everything is fixed. One would think that after multiple issues there was some "gee we are sorry that this all got botched and you had to do multiple checks and phone calls to make sure we were doing our jobs, here is a courtesy credit/call/acknowledgement and followup from say, a manager or supervisor". Nope. Nada. Nothing. I sent an email requesting that. Nope. That's the AMAZING Disney service that we are paying a PREMIUM for?!?! Concierge Class!?!? When did I become my own Concierge?!!? I booked it all!!!! Repeatedly and then checked THEIR work?!?!

Is this normal?! I would have to say I'm halfway considering canceling just based on this experience so far. Vacation days are like gold around here and seeing this cavalier attitude towards guests, especially ones who are paying extra to not have to be up in the middle of the night waging online thunder dome for reservations was no bueno. It makes me nervous about the entire trip and really not the experience we were after. Is this normal?

No, this is not normal concierge handling.

No, DCL does not normally offer any sort of credit in compensation for a "screw up" that can be fixed.

Yes, it is always a good idea to verify that the computer shows what you believe you have booked.

The one possible explanation that I have for the initial failure to book is that shoreside concierge normally contacts guests at 125 days in advance in order to determine what reservations they might want in order to put them in the system at the time the window opens. They deny it, but many of us suspect their system allows the concierge staff to pre-book these things and then the "send" button automatically places them at the first possible minute. How else can they enter all those requests at the same time? It is possible that since you booked after their normal 125 day contact (but before the 120 day window opened) that you were somehow lost in their contact system. That's not an excuse, just my explanation of what might have happened.

And yes, the DO encourage guests to make their own reservations. My answer to that is "I'm paying for the service, you need to make it happen."

Bottom line--you seem to have what you want now. You are certainly welcome to cancel the cruise, but read the fine print. I believe you are likely to lose all that you have paid so far, or at least the entire required deposit.

I think you'll find that the concierge team on the ship will be great. Any time there is a complaint, it concerns shoreside.

As stated, concierge contacts folks about 130 days or so prior to give their guests a heads up that they start at 125 days. I think this may have been a contributing factor to your issue. It is not an excuse, however. For the premium Disney charges, this isn't the norm, nor is it excusable.

Just to be clear, concierge level guests can do their own bookings at 120 days. The concierge starts booking for them a little earlier!

Personally, I can't imagine why anyone sails concierge class anyway. We generally take a balcony or mini-suite on ships. Once we got a great upgrade offer to an Owner's Suite. It was a great room. Huge. Even had two bathrooms. But we never once used the butler, never once used the Concierge. Just didn't need them. What for???

Personally, I can't imagine why anyone sails concierge class anyway. We generally take a balcony or mini-suite on ships. Once we got a great upgrade offer to an Owner's Suite. It was a great room. Huge. Even had two bathrooms. But we never once used the butler, never once used the Concierge. Just didn't need them. What for???

One thing I have learned in life is "to each his own."

I for one have done the Haven on NCL and found it to be worth every penny and plan on doing Concierge in February for a Fantasy cruise.

Why you might ask? Well, I put a value on not having to worry about getting the reservations I want, or the excursions I want, or the ability to get on and off a ship in an expedited fashion, or the personal attention to every request or need. I go on vacation to be pampered and enjoy the finer things in life.

I'm just as ok to do an inside cabin or go all out. It all depends on what that extra service gets me and if I value it or not.

Does it make it right vs wrong? No...its a personal choice.

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Personally, I can't imagine why anyone sails concierge class anyway. We generally take a balcony or mini-suite on ships. Once we got a great upgrade offer to an Owner's Suite. It was a great room. Huge. Even had two bathrooms. But we never once used the butler, never once used the Concierge. Just didn't need them. What for???

Your terms show that you have no experience with DCL concierge bookings. As stated, each person values different things and is willing to pay for them.

There is no such thing as a mini-suite on DCL. A standard DCL room is about the size of a mini suite or junior suite on some other lines. There is no such thing as an Owner's Suite (glad you enjoyed it on another line). One big reason people book concierge is the size of the cabin. Another is because they want to be "first" at everything and be sure that they get everything they want with no standing in line. Want the "best" tables in the dining rooms, the first tender or escorted departure that cuts the lines? You can buy it. No, I don't think anyone can drink enough to make the concierge lounge a good deal, but some people want to know that they have their "private" space. There is no butler.

Bottom line--if you don't want to have to deal with any of the potential frustrations of life, concierge booking will handle that for you. OK, if you wake up on Tuesday morning and decide that you want a massage at 3 pm that day, you MIGHT have to settle for 3:30..but they'll find you a spot while a "regular" guest might be informed that the spa is booked up and offered another day. You photos will be delivered to your cabin for your review--no going to Shutters to see them. It is basically a lot of little, unadvertised services. And yes, multiple bathrooms and sleeping spaces.

It's not for everyone. I can book 2 or 3 cruises for the cost of a concierge suite for the two of us. But if I needed a space for 6 or7, the "per person" cost of the Walt or Roy suites on the Magic suddenly become a lot more reasonable (when compared to 2 balcony cabins).

Most cruise lines find a way to separate people from as much or as little money as they wish to spend. The difference is that DCL concierge level cabins typically book full at top dollar, not as upgrades which are common on some other lines. Yes, they rarely show up as an available, but that is typically a last minute cancelation.

And while you might never book one, I've met people who won't book the cruise if they can't get their favorite suite on a particular ship!

Personally, I can't imagine why anyone sails concierge class anyway. We generally take a balcony or mini-suite on ships. Once we got a great upgrade offer to an Owner's Suite. It was a great room. Huge. Even had two bathrooms. But we never once used the butler, never once used the Concierge. Just didn't need them. What for???

Because DCL has different categories that most lines. You didn't use the butler, fine. But most would have. We booked 1BR on DCL because it gave us two baths and a private bedroom when our sin was still cruising with us. It cost us about the same as two balcony staterooms with a single supplement would have, and we got a lot of perks for it. It was well within the budget, so why not?

Concierge is very much a personal decision. Our family doesn't have the ability to take a lot of time off for vacations over the year, so we put a very large premium on our time when we are able to travel. We also put a large premium on avoiding crowds when possible.

Concierge allows us to board the ship quicker, and at our convenience since there is no port arrival time. It assures me that if I want to book a spa appointment or book a cabana I can without worrying about whether the time I want will be booked up. For example, we decided at the last minute to book a cabana on CC for our upcoming cruise, I checked on-line, found everything was booked, so I emailed our concierge to see if there was a wait list we could be put on, on the off chance someone cancelled. About 10 minutes later I received an email back saying that a cabana had been reserved for us, and they hoped we would have a magical trip. My guess is that they set one or two aside just in case this very thing happens. Our trip certainly would have been fine without it, but it's nice to have a little bit more flexibility.

The extra space in the room is nice to have as well when traveling with two small children.

I can easily understand why someone wouldn't want to cruise concierge when they could manage to sail two times for the same price in a smaller cabin. But for us it's not a choice of choosing an extra sailing, so we splurge during the time we do have.

Everyone has their own priorities. :)

Well written, Darkpixie. And yes, concierge does hold one cabana for late concierge bookings. I've heard that they hold two (one on each beach) but have been unable to verify this.

There is also a cabana held on The adult beach for any wedding parties. It is typically released late the day of embarkation.

Yes, the goal for us for the concierge class is to avoid lines, hassle, staying up late to try to secure bookings when the window magically "opens", get preferred tables, etc. It's so we can maximize our enjoyment of our limited time - and I agree - its a personal choice and for us, our choice is to spend the money because we simply do not have the time to spend. (Honestly, as a cancer survivor - I simply will not waste time in lines anymore - life is too short and the idea that things can be put off for "later" is a gamble that isn't guaranteed, so its not about being "stuck up" or wasting money frivolously.) That being said and I do thank everyone for their feedback and knowing what our personal goal is... what does everyone think about doing the park/bus/transfer? Originally I was thinking we would just come in on Thursday night, but I am trying to squeeze out a full day of leave for my DH on Thursday so we could go to one of the resorts Wednesday night and spend Thursday enjoying one of the resorts (Wilderness Lodge - so we can maybe do some of the pony rides with the kids and pool time before we board ship with the pool that the little one can't enjoy). So my question is has anyone who has traveled concierge class done the bus transfer and do you get expedited handling or should we do a private transfer?.

Yes, the goal for us for the concierge class is to avoid lines, hassle, staying up late to try to secure bookings when the window magically "opens", get preferred tables, etc. It's so we can maximize our enjoyment of our limited time - and I agree - its a personal choice and for us, our choice is to spend the money because we simply do not have the time to spend. (Honestly, as a cancer survivor - I simply will not waste time in lines anymore - life is too short and the idea that things can be put off for "later" is a gamble that isn't guaranteed, so its not about being "stuck up" or wasting money frivolously.) That being said and I do thank everyone for their feedback and knowing what our personal goal is... what does everyone think about doing the park/bus/transfer? Originally I was thinking we would just come in on Thursday night, but I am trying to squeeze out a full day of leave for my DH on Thursday so we could go to one of the resorts Wednesday night and spend Thursday enjoying one of the resorts (Wilderness Lodge - so we can maybe do some of the pony rides with the kids and pool time before we board ship with the pool that the little one can't enjoy). So my question is has anyone who has traveled concierge class done the bus transfer and do you get expedited handling or should we do a private transfer?.

Schedule a private town car to get you to the Port from the hotel. They will fit your timetable and you won't have a lot of waiting around, lines or hassle. You can even schedule a stop with them if there's anything you need to pick up (like more diapers for the 1 year old).

Disney transfers are convenient for the trip from Port back to the Airport to fly home.

A concierge level booking does not affect the use of the DCL bus service on the way to the cruise terminal at all. I'm not sure what you are looking for as far as expedited handling as we've never had to wait at the airport for a DCL bus. We check in at the Welcome Center and board the next bus. They depart either when full or every 20 minutes, whichever is shorter. If you board a bus that is departing in 5 more minutes, that's all you'll wait...but the longest wait is 20 minutes. On the positive side, you do not have to claim your own luggage at the airport--Disney takes care of this for you so you don't even go to baggage claim.

From the resorts, there is one bus departing from each resort on each cruise day. Your bags are taken from your hotel room at about 8am. You get a letter in your room on the last day telling you what time to be at the bus area. At Wilderness Lodge, this is in the main lobby area. You will board the bus with everyone else departing from this resort. When you get to the cruise terminal, there is a separate concierge line for check in and you will board the ship as soon as you have checked in.

If you take a private transfer to the cruise terminal, obviously you can schedule any departure time you wish. You will be dropped at the porter's drop off area at the cruise terminal where they will take your luggage and you will go thru security and enter the terminal. Again, as soon as you enter the terminal, the concierge treatment will start with a separate check in line. If you are waiting in line, everyone in front of you will also be a concierge booking and the wait will be minimal.