Concierge class and COVID

[WheresWalt]

Two years ago we decided to take our daughters and their young families on a Dream cruise. Friends told us the only way to go was Concierge. Then COVID hit. We have been pushing back the cruise dates but our family situation has changed. My wife and I are two years older and doing some things is more challenging. Her parents, in their 90s, require almost daily care and our daughters tell us there is no way they will take their very young ones on a cruise in the current environment. I truly believe we will someday be able to sail but not for the foreseeable future. I want a refund of my deposit of over 7 thousand dollars but DCL is dug in and refusing because we made concierge reservations. What is so special about this tier of travel that it’s the only non-refundable level? What steps can I take to escalate this request?

 

[kathi]

Those are the terms and conditions when you book concierge. If DCL cancelled your cruise, you could have gotten a full refund. Did you keep pushing it out before it was cancelled? If you have a TA, have them help you. I'm not sure they will budge, my friend lost her deposit for cancelling before DCL cancelled. You can certainly try to escalate it to higher levels of management. Or take that $7K and sail with just the two of you.

 

[PrincessShmoo]

Two years ago we decided to take our daughters and their young families on a Dream cruise. Friends told us the only way to go was Concierge. Then COVID hit. We have been pushing back the cruise dates but our family situation has changed. My wife and I are two years older and doing some things is more challenging. Her parents, in their 90s, require almost daily care and our daughters tell us there is no way they will take their very young ones on a cruise in the current environment. I truly believe we will someday be able to sail but not for the foreseeable future. I want a refund of my deposit of over 7 thousand dollars but DCL is dug in and refusing because we made concierge reservations. What is so special about this tier of travel that it’s the only non-refundable level? What steps can I take to escalate this request?

As noted, Concierge level has always had a non-refundable deposit. That's made clear when you book it. Even if you move the reservation to a non-concierge room, and then cancel, the deposit remains non-refundable.

I'm not sure what makes Concierge so "special", but there is a lot of behind the scenes stuff that happens concierge-wise even pre-cruise, and some of those costs may be covered by the deposit.

You can escalate it upwards, if you wish, but I doubt that would get you anywhere.

 

[insureman]

As @kathi mentioned if you a travel agent get them involved. If not I would definitely go up the chain of command if try to get at least a future credit. I would hope DCL would show some compassion but the way Disney has been operating lately I'm not sure anymore. BTW any chance that you bought cancel for any reason travel insurance?

 

[WheresWalt]

Thank you everyone. Yes we are working with a TA and they just repeat the DCL policy. We knew when we booked about the no refund policy. It’s just that things have changed within our family and the Country and it doesn’t work for us at this time. We are fair and reasonable folks and hardly ever ask for special consideration if at all. I’m just looking for some flexibility on Disney’s part. The prices of rebooking are going higher and I hear the cruises out of Port Canaveral may be ending this year and moving to Miami. MUCH harder to travel there than to Orlando area.

 

[erionm]

I hear the cruises out of Port Canaveral may be ending this year and moving to Miami.

Not going to happen. DCL by contract must keep at least 2 ships sailing out of Port Canaveral. When the Disney Wish starts sailing out of PC next summer, the Disney Dream will move south to either Miami or Port Everglades.

ETA: Terminal 8 at PC was built specifically for DCL and they are under a long term lease agreement.

At Port Miami, they share a terminal.
At Port Everglades, they may start using a terminal that's currently unused. No agreement has been finalized yet with the port.

 

[plutolovr]

This is the chance you take when you book concierge....the terms are stated clearly that the deposit is non-refundable. If they make an exception for one person, then where does it stop. They can't make an exception for everyone that has buyer's remorse, or whose circumstances have changed. It is what it is.

 

[insureman]

This is the chance you take when you book concierge....the terms are stated clearly that the deposit is non-refundable. If they make an exception for one person, then where does it stop. They can't make an exception for everyone that has buyer's remorse, or whose circumstances have changed. It is what it is.

A little harsh but I understand what you are saying however DCL has made many contract changes since Covid started that we thought we would never see such as moving PIF dates closer to sailing dates so people had time to see what direction Covid was taking and cancel if needed. In my opinion I think DCL needs to look closer at individual circumstances.

 

[sethschroeder]

Sneaky option:
Book a $7000 room on the Wonder in October/November

When they launch the requirements for the Wonder I am 99.9999% positive they will offer refunds to whoever would want one.

That is anyone's out who wants it IMO.

 

[WheresWalt]

Not going to happen. DCL by contract must keep at least 2 ships sailing out of Port Canaveral. When the Disney Wish starts sailing out of PC next summer, the Disney Dream will move south to either Miami or Port Everglades.

ETA: Terminal 8 at PC was built specifically for DCL and they are under a long term lease agreement.

At Port Miami, they share a terminal.
At Port Everglades, they may start using a terminal that's currently unused. No agreement has been finalized yet with the port.

Ah yes. I misspoke. The Dream which is the ship we’re booked on is moving to Miami. Thanks for clarifying. Very sorry for the confusion.

 

[plutolovr]

A little harsh but I understand what you are saying however DCL has made many contract changes since Covid started that we thought we would never see such as moving PIF dates closer to sailing dates so people had time to see what direction Covid was taking and cancel if needed. In my opinion I think DCL needs to look closer at individual circumstances.

But where do you draw the line. In the age of social media when everyone is broadcasting what exception was made for them, it makes it hard for companies to make such exceptions. Then everyone would have a "reason", valid or not. Disney has been generous with concierge refunds lately with the new itinerary changes, and the new protocols. Those guests have been given the option to cancel for a full refund.

 

[WheresWalt]

That’s encouraging. Can you help by pointing me in a direction where I might find hope?

 

[Starwind]

Ah yes. I misspoke. The Dream which is the ship we’re booked on is moving to Miami. Thanks for clarifying. Very sorry for the confusion.

You can move your booking to any of the other ships, it does not have to stay with the Dream. So for example, if you always wanted to sail to Alaska, you could move it to one of the Alaska sailings on the Wonder.

 

[WheresWalt]

Thank you very much. We are aware their are other options but we just can't go at this time. We want to take the grands and that wont work at this time. Thanks you to all who have offered up suggestions.

 

[starry_solo]

Why didn't you cancel by early August? Disney offered an out to everyone (even concierge guests) of a full-refund (for Dream passengers) if canceled by early August.

Disney Dream Guests sailing through March 28, 2022 may modify their sail date or cancel their sailing and receive a full refund without Disney-imposed cancellation fees back to the original form of payment by contacting our reservations team at 1-866-352-6685 or 407-566-7797 by August 6, 2021. Standard cancellation policies and terms and conditions apply for any cancellation requests received on or after August 7, 2021.

I know, coulda, shoulda, woulda....

The only thing I can suggest is what someone else did above, move it to Wonder or Fantasy and see if they offer a similar deal that they did for Dream passengers. Every DCL passenger booked on the Dream received an email (I received one from DCL and another one from my TA).

 

[Disneyland_emily]

The fantasy may still be in its full cancel window- may want to look that up, book a fantasy wait a day then call and cancel

 

[WheresWalt]

We were not told by our TA about this Disney offer to refund. Rats!

 

[starry_solo]

We were not told by our TA about this Disney offer to refund. Rats!

why not? And didn’t you get an email from DCL? I received one from DCL in the AM. Same day, in the PM, I got the exact same email from my TA.

When is your cruise booked?

 

[WheresWalt]

November I think. Spouse is handling details. I think she's being walked on but perhaps no.

 

[insureman]

November I think. Spouse is handling details. I think she's being walked on but perhaps no.

I may be wrong but I see a couple of issues. You don't seem to be a frequent cruiser with DCL and that's ok but there are a lot of moving parts booking a cruise to begin with and since Covid multiply that by a factor of ten. That's when you really need a travel agent who is on top of things not someone who can read rules from the DCL website. I would really press your TA with these questions and if you have to go to the agency's management with your concerns.