My family and I have cruised with Disney on six different occasions and are considered Castaway Club Gold members. We have always enjoyed cruising with Disney and have grown accustomed to exceptional service. We sailed with Disney the first week of March 2022--immediately before the pandemic shutdown all cruises. We were a bit anxious at the beginning of that cruise, but our concerns were quickly assuaged by the high-level of customer service provided by the Disney Fantasy cast members. Prior to the end of that cruise, we prebooked another cruise that we were unable to take until this summer.
Unfortunately, this cruise left a bitter taste with us. Our cabin steward and wait staff were tremendous. The guest services staff were terrible. There was consistently a line at the Guest Services desk and I never saw more than three Guest Services representatives working at one time. We had numerous issues with the WiFi service that we purchased, but Guest Services was unable to assist, blaming the issues on our devices--even though other cruise passengers were experiencing similar problems and we've had no other issues with these devices.
On arrival at Castaway Cay, we waited an hour to avoid the crowd of people that were eager to get to the beach. Unfortunately for us, there were no towels available when we exited the ship. We asked the Disney team members on the dock if there were going to be more towels and were advised that there would be towels at Serenity Bay. We took the trams to Serenity Bay and were surprised to learn there were no towels. When we asked about it, we were told that we could go back to the ship to get towels. It's simply astounding that Disney would run out of towels on their own private island. Worse, though, is the dismissiveness of the Disney team members.