Review: Iglu Cruise
Travel Service - Tour Operator/Travel Provider
Disney cruise and Florida stay
43 people found this review helpful
I purchased this cruise and stay via Iglu who I thought would take care of all the details, I could not be more wrong.
Initial contact was great, the initial booking was easy and then it went down hill once the money had been paid months in advance and other people became involved sited elsewhere within the organisation.
During our initial booking I was aware that park tickets and transfers would be included bar the transfers from Orlando to the ship on Day 1. As the booking progressed, we first of all discovered the route had been changed due to the hurricane, these things happen, however, IGLU didn’t tell us until a couple of weeks after we found out ourselves, numerous calls and we got a stock, “Disney have not updated us” reply.
A Disney welcome pack was sent to Iglu On 3rd October, this never turned up. This contains important information apparently, we will never know.
In the meantime, we also discovered bookings are outsourced to further 3rd parties, tickets for Florida if booked through IGLU will not turn up with the reference numbers until 7-10 days before you leave, you need these numbers way before then.
You will have absolutely NO CHANCE of booking anything at this short notice, including park fast passes/ dining etc. We had to argue to get a refund of the £1100 and rebook ourselves in order to get the 60 day booking window everyone who stays on site has, they wanted £75 for this, we eventually got this discarded. The tickets were £150 cheaper than IGLU charged too.
We then had to get them to sort out the transfer from the cruise to Disney resorts, this has to be done by the agent as we found out after several long calls to the US. The price we paid was not itemised so it was impossible to break down, the hotel at Coco beach which we wanted for 1 night had been booked for 3 nights, all we got from IGLU was that it was a 3rd party agent and they paid the difference? we would never know in any case, the choices in hotel rooms were never given, that was not a problem in our case however it was not where we expected to be on site.
No pre cruise go through call was ever received and if you decide you want a meal plan whilst at Disney, you need these sorting at the time of reservation, again, numerous calls to the US before we found this out from Disney themselves.
Numerous calls were made to Iglu, One rep said we had a lot of time spent on the holiday already, another female was argumentative, I couldn’t say what the time was spent on because we sorted most of it out, not IGLU, despite paying them thousands to do it.
They appear to pass bookings out to other companies from our experience so you are effectively paying for an extra 2 layers of people you really don’t need.
If you want Disney, without a shadow of doubt you should book direct with them, most of the transfers are free anyway and places just need booking, they run like clockwork, according to Disney staff agents rarely get any decent discounts that you cannot in any case so save on the travel agent margins, cut them straight out of the loop, get your tickets in plenty of time, you can get the meal plans for free if you book soon enough too.
Disney pride themselves on service, don’t ruin the experience, go direct to them and it will be all arranged, IGLU put a shadow over everything before we even left.
Fortunately DISNEY rectified that.
43 people found this review helpful
This review is solely based on the opinion of a Silver Travel Advisor member and not of Silver Travel Advisor Ltd.