The Disney Magic remains docked at its private island, Castaway Cay, due to 50 mph winds and high waves. The Magic was scheduled back in Port Canaveral Saturday morning, but it is not expected to dock until late Saturday night. Port Canaveral officials said it will take the ship 13 hours to reach the port because it will cruise into the heavy northwesterly wind.

The delay has impacted thousands of Disney Cruise Line passengers from the passengers who were scheduled to embark Saturday afternoon to the Disney Wonder passengers who may have to dock at another location or wait while the Disney Magic disembarks and embarks passengers.

The DeBorde family of Galveston, Texas had high hopes for their first-ever cruise vacation – a four-day sailing on the Carnival Ecstasy from their hometown to Mexico. According to the DeBordes the cruise didn’t live up to what was promised in Carnival’s brochure or website and they wanted the line to own up to its “Vacation Guarantee” so they could get off the ship and get their money back. There was just one big problem – they didn’t tell Carnival they wanted to leave.

Finding the perfect getaway

The DeBordes have been through a lot as their 10-year-old son has endured a chronic health condition that has required over thirty-five surgeries in his short life. Kristi DeBorde told me that she promised her son when he was healthy enough to travel the family would go away on a special vacation. When the doctors finally gave the go ahead for the family to travel she scoured the Internet for two months searching for the perfect getaway within their budget.

The family decided on a cruise aboard the Carnival Ecstasy from Galveston since it offered everything they wanted in a vacation including a children’s area with many activities to suit their son. The DeBordes had never been on a cruise and Kristi wasn’t completely sure if it was the best option for her son. Before booking she called Carnival for reassurance to confirm that all the activities listed in the brochure and online would be onboard during the cruise, she was told yes. She was sold and booked the cruise.

This is not like the brochure!

When the family boarded the Ecstasy they were not happy because the virtual tour on Carnival’s website did not match the actual ship. “The queen bed that was promised by phone from the Carnival representative was actually two twin beds pushed together, our window was cloudy, dirty, and could hardly see out of it,” said Kristi DeBorde.

She complained that the food was “horrendous” and was upset that the laser tag that was on the Camp Carnival children’s program was cancelled and that there was only coloring and finger-painting. Additionally, there was no basketball court on the Ecstasy as depicted on the website and the miniature golf course was impossible to use because it was too windy. The aforementioned activities were important to DeBorde’s son because he is not allowed to swim since he has a stomach catheter. On the second day of the cruise she says her son wanted to go to the 12-14 year old room to play X-Box, however, he wasn’t allowed because he was only 10.

By this time Kristi DeBorde had had enough and went to Guest Services after noticing Carnival’s Vacation Guarantee. The guarantee states if a guest isn’t completely satisfied with their cruise experience Carnival will refund the unused portion of the cruise fare and pay for the flight back to the embarkation port. There was one stipulation – a guest must notify onboard managers before arrival of the first non-U.S. port of call. Since the following day the ship was docking in Cozumel the family met the criteria.

Kristi DeBorde says she was in tears when speaking with personnel at Guest Services and stated that she wanted to go home. The crew member told her that the hotel director would call her in the morning. The following day when the ship docked in Mexico there was no call. Upset, DeBorde returned to Guest Services only to be told that Camp Carnival was going to have a party for her son. She advised them that this was not good enough and demanded to speak with a manager. Later in the evening, while the ship was headed back to Galveston, the hotel director called the family and invited them to come to his office.

Since Kristi DeBorde believed Carnival’s website was full of “false advertising” the hotel director went over the website with her. In regards to her complaint that the pictures did not match the ship he told her that the online pictures were just general photos and that information about the Ecstasy wasn’t up to date in regards to basketball court. He tried to reassure DeBorde that the dining and other activities onboard for her son would be better. Still, she was not satisfied, and the hotel director typed a letter with a reference number and advised DeBorde to call Carnival headquarters in Miami when the family returned home.

When the DeBordes returned home they immediately called Carnival to vent their complaints. A guest relations supervisor stated it wasn’t the line’s fault because her son couldn’t find something to do and that food complaints were subjective. When she asked why she wasn’t allowed to use Carnival’s Vacation Guarantee the supervisor told her since she didn’t specifically state “I want to disembark the ship” she did not qualify. “I am not sure how they could misunderstand what it was I wanted as I was crying and telling them we wanted to go home,” said DeBorde.

After getting nowhere with Carnival, the DeBordes contacted Consumer Traveler for help.

Carnival’s Vacation Guarantee

In an industry that sells fun, sun, fine dining, and adventure, glossy brochures and spiffy websites can raise some very high expectations. Clearly, the DeBordes cruise to Mexico didn’t live up to what they expected from Carnival’s website. Were their expectations reasonable? Could Carnival have done more?

I contacted Carnival to get their side of the story and spoke with Carnival spokesperson, Vance Gulliksen. While researching the family’s complaint Gulliksen told me the DeBordes complaints and meetings with ship personnel were logged through a tracking system that is tied to guest relations. The report confirmed Kristi DeBordes account regarding food and activities, but she never requested to leave the ship in Cozumel. “On Carnival ships, if you invoke the Vacation Guarantee, you are absolutely allowed to do so and disembark the ship and get a partial refund as long as you follow the parameters,” said Gulliksen.

Cruising isn’t for everyone

Kristi DeBorde is very disappointed in Carnival’s stance. “I would have gone to Disney World had I known the only thing for my son to do was watch a couple of 200-pound women dirty dancing on each other or watch other sweaty people get belligerently drunk for 4 days. There are many different ways I could have spent our $1,600,” she said.

While I sympathize with the DeBordes all of this could have been prevented if they had consulted with a knowledgeable travel agent, especially since it was their first cruise. An agent would have briefed them on what cruising is really like from accommodations (all cruise ship staterooms have convertible beds) to amenities, facilities, and clientele to make sure it met their requirements. Most importantly for the DeBordes, a travel agent would have gone to bat for them when they weren’t happy with their cruise and would have told them to invoke Carnival’s Vacation Guarantee.

Norwegian Cruise Line today announced a new partnership with Nickelodeon in which select Norwegian ships will feature Nickelodeon-themed family entertainment and programming all year long. Beginning in April on Norwegian Jewel and this summer on Norwegian Epic, Nickelodeon and Norwegian experiences for the entire family will include: character meet and greets; interactive game shows; and more. The three-year partnership also includes select specialty Nickelodeon-themed cruises each year, featuring Nickelodeon TV stars, show premieres and continuous themed-entertainment on the ship.

Nickelodeon at Sea will launch on Norwegian Jewel when the ship begins sailing from New York in late April, and on Norwegian’s latest addition to its fleet—Norwegian Epic–when she launches in July. Each cruise will feature live Nickelodeon-themed interactive shows, including: SlimeTime LIVE! with Nick’s signature slime; Nick Live! Poolside entertainment; character breakfasts and meet and greets; Nick-themed dance parties; and more. Nickelodeon-themed elements will also be incorporated into Norwegian’s Kids’ Crew program.

In addition to the year-round programming on Norwegian Jewel and Norwegian Epic, special Nickelodeon-themed cruises will be offered annually where families can immerse themselves in everything Nickelodeon all day, every day. These unique cruises will include: special appearances by the Network’s live talent; show premieres; more live game shows; even more opportunities to visit with kids’ favorite Nick characters; and much more. The first of the Nickelodeon-themed specialty cruises is scheduled on Norwegian Jewel later this year. More details and an on sale date will be released soon.

A first-of-its kind water coaster that sends guests racing above the upper decks of the ship. An animated turtle that engages children in conversation about life in the ocean. A sophisticated lounge where the sun sets over the skyline of a different world-famous city each night. When the Disney Dream debuts in early 2011, the newest ship in the Disney Cruise Line fleet will bring to life these innovations and more.

The Disney Dream will take family cruising to all-new heights, embracing the spirit of innovation, magical family entertainment and immersive experiences that have made Disney Cruise Line the preeminent cruise of choice for families since 1998.

Disney Cruise Line revolutionized the cruise industry with purpose-built ships designed just for families. With the Disney Dream setting sail on Jan. 26, 2011, preparations are underway to expand the one-of-a-kind family experience, utilizing technology to enhance the world-class entertainment and legendary guest services onboard. From stem to stern, the Disney Dream will offer a cruise experience that caters to the preferences of the whole family.

“For more than a decade, passengers have filled their passports with memories sailing around the world with Disney Cruise Line,” said Disney Parks and Resorts Chairman Jay Rasulo. “With the Disney Dream joining our fleet, we’ll be able to take families to even more places they never imagined they could visit – in true Disney style.”

The Disney Dream features a remarkable interior design which provides guests with a warm and welcoming feel throughout. The ship’s design offers guests a perfect blend of elegant Art Deco style and fun-filled Disney whimsy to create one of the most spectacular ships afloat. Distinctly Disney guest features aboard the Disney Dream include:

AquaDuck Water Coaster. . .
Disney Cruise Line debuts a cruise-industry first: a shipboard water coaster … AquaDuck! Guests aboard the Disney Dream will get swept away on an exhilarating high-speed flume ride featuring twists, turns, drops, uphill acceleration and river rapids – all while traversing the upper decks of the ship.

A Virtual Porthole for Inside Staterooms. . .
Disney Cruise Line introduces another stateroom innovation with all inside staterooms on the Disney Dream featuring a Virtual Porthole that provides guests with a real-time view outside the ship. High-definition cameras placed on the exterior of the ship feed live video to each Virtual Porthole.

As guests observe the impressive outside views, they may glimpse a magical surprise: animated characters such as Peach the starfish from the Disney•Pixar hit film “Finding Nemo,” or Mickey Mouse may pop by the Virtual Porthole.

A Magical Oasis for Children. . .

Only on a Disney Cruise Line ship can children become immersed in their favorite Disney stories with the help of caring counselors, beloved Disney characters and a sprinkling of pixie dust. The celebration of children’s creativity rises to a new level on the Disney Dream with nearly an entire deck of youth spaces designed to inspire, entertain and unlock the imagination of children. There are two main spaces for children ages three to 10:
At Disney’s Oceaneer Club, children can:

At Disney’s Oceaneer Lab, children feel as though they are embarking on a great seafaring adventure in a room filled with maps, maritime instruments and swashbuckling artifacts. Here, children can try their hand at animation, become a pop star or navigate ships through digital seas.

Both venues offer magical interactions with the animated characters such as Crush, the sea turtle from the Disney•Pixar motion picture “Finding Nemo” and Stitch, the mischievous alien from “Lilo and Stitch.” The characters chat, play and joke with children in live, unrehearsed conversations from their digital undersea and intergalactic environments via 103-inch plasma screens.

Chill-Out Zones for Tweens and Teens. . .
Located inside the forward funnel is Edge – the lounge just for tweens (ages 11 to 13). This tween pad is filled with a multitude of hi-tech entertainment including the ability to create and star in photo postcards and video karaoke using green-screen technology.

Teens have their own exclusive club aboard the Disney Dream with Vibe – a trendy and inviting indoor/outdoor space created especially for guests ages 14 to 17. A “teen-only” swipe card provides access to the nearly 9,000-square-foot club.

Teens can create and edit videos, play computer games, access the onboard social media application or try their hand at spinning and mixing dance tracks. Teens have their own private outdoor deck area with chaise lounges for sunbathing, two wading pools, misters and pop jets for cooling off, and deck games such as ping-pong and foosball.

Personal Touches with Rotational Dining. . .

Disney Cruise Line continues its innovative rotational dining concept onboard the Disney Dream with elaborately themed restaurants, distinctly Disney touches, and world-class cuisine to create a magical dining experience. Throughout the cruise, guests “rotate” through three different restaurants for dinner – with their servers accompanying them, providing guests with friendly, familiar, personalized service each night. The rotational dining restaurants include:

Just for Adults. . .
On the Disney Dream, while children are having the time of their lives in the elaborately themed youth areas, adults can look forward to incomparable indulgences and relaxation with exclusive areas and offerings designed exclusively for them.

The Disney Dream is scheduled to depart on its maiden voyage Jan. 26, 2011, and will sail alternating three- and four-night cruises to the Bahamas and Disney’s private island, Castaway Cay. During summer months, the ship will alternate four- and five-night itineraries with two stops at Castaway Cay. Guests can book their Disney Dream cruise beginning Nov. 9, 2009.