Being our 3rd Disney cruise we were really excited about the trip, we had such great experiences on the Magic and Wonder. This cruise, however, did not even compare with past trips, it was horrible. The terminal at the port can NOT accommodate all the passengers for the Dream. Boarding the ship was more like being herded cattle than an enjoyable experience. Be prepared to WAIT for your number to be called and then once it is, WAIT again to have your picture taken. We asked if we could bypass the photo since we weren't going to buy it anyway and were told that we couldn't because the photo is what activates our room keys which we later found out that was a lie.
Our stateroom, although nice, was HOT. We mentioned this to the stateroom host on the first day and he was convinced that it was because we didn't know how to operate the thermostat. Nope, not the problem, the AC didn't work. The first night was unbearable sleeping conditions because of the heat and the noise from the drunks on the balcony below us. On the second day, after being instructed again on how to use thermostat, we asked for maintenance to come and look at it. Low and behold, it was not operating correctly. The service from our stateroom host was poor, at best. Besides the AC issue, which he didn't much seem interested in, there was one day where he didn't come to put the beds away until after 2 pm. The last night of our cruise, he didn't even bother to do any turn down service for the kids sleeping accommodations, we had to do it, and on the final morning when we left our room there were still 4 empty bottles of wine that had never been taken for recycling.
Unlike our past cruises, dinner service was horrible. We had the second seating, which with kids who are 5 and 2 is not the most ideal time. On our last 2 Disney cruises we also had the later dinner but the servers were fabulous and went above and beyond to keep the kids happy so it didn't seem like such a big deal. On the Dream our servers seemed REALLY unhappy to be there. In fact, our server assistant told us he could not wait for his contract to end because he really dislikes his job. He mentioned he was only working so he could get a U.S. Visa! On our previous Disney cruises, our servers would already have drinks and snacks on the table for the kids when arrived. They entertained the kids with magic tricks, singing and artwork. On this cruise, when we arrived at dinner there wasn't a high chair set up, no drinks on the table, nothing to keep the kids entertained. One night we asked for some watermelon for the kids and were told by the server "we are out of watermelon". Funny, we had some for breakfast the next morning! The food always took forever to come out and the refills for water were hard to come by. One night we had to leave before we even got our entrees because it had gotten so late and the kids were sleeping at the table.
When we checked in at Port Canaveral we were assured that we were a part of the on board airline check-in program. On the last day of the cruise we were told differently. Instead of having our bags transferred for us to the airport we would have to pick them up at the port, drag them to the bus, and then from the bus to the airline check-in counter. I was pissed when I found this out. I already had 2 kids in strollers, how was I now supposed to manage 3 large suitcases on top of it?
Guest services on this ship is a joke. Be prepared to WAIT if you want to talk to someone. I stood in line on 2 different occasions for 20 to 25 minutes each time. When I finally did get to talk to someone about what a horrible experience our cruise had been they were very apologetic, but did nothing more than say how sorry they were. When I got home I wrote a letter to DCL to let them know what horrible service we received. They wrote back, apologized and said "While a number of situations you shared with us were certainly disconcerting, we would not have an opportunity to provide compensation for those moments." This must be the company creed, just say sorry and everything will be better? I would not ever spend another dollar on Disney Cruise Line after the way we were treated, not only on board but after the fact as well. These cruises are not cheap and I know from sailing on an alternate cruise line that you can pay a heck of a lot less money and receive better service than we got on the Dream. PLEASE DON'T WASTE YOUR MONEY!