Walt Disney World - Disney Cruise Served alcohol to my 4 year old son and they don't care nor see how serious this is
My husband, four year old son, nineteen month old son, and I recently went on your 7 night Mexican Riviera Disney Cruise upon the Disney Wonder, that sailed on January 8th and returned on January 15th. We are writing today to bring a very serious issue to your attention, which my husband and I felt it important the corporate office/department of Disney Cruise Lines know about.
On January 9th, during Formal Night, a gentleman by the name of Christiano, came around serving beverages. He offered my husband a Martini and our four year old son what was supposed to be "fruit punch". Well our four year old thought the "fruit punch" was disgusting, which we thought nothing of because he is very picky, so we let our nineteen month old son try it, and he liked it. A few sips into the drink, Natalie, another beverage server, came around and told us that the drink we were letting our nineteen month old son drink was an alcoholic beverage. We were beyond stunned! Caught so completely off guard, I simply looked at her and explained how the previous gentleman that was passing out drinks gave it to our four year old son and told my husband it was "fruit punch". She informed us that indeed it was not "fruit punch", that the alcoholic drinks have a leaf on the toothpicks in them to indicate that they contain alcohol. She took our so called "fruit punch" and replaced it with a smaller glass that was supposedly the real kid's fruit punch. Natalie also laughed it off saying, "Now you can say he had his first drink of alcohol. He'll sleep well tonight." This was and is still not acceptable! Aside from being beyond furious at the situation, we were extremely embarrassed! Here we were in line with people all around us, feeding our son alcohol that could have poisoned him had he drunk much more. I don't even want to think of what could have happened. What makes the situation worse is that this incident happened upon Disney Cruise Lines, which caters to children and families. There is just no excuse for it! Soon after the incident occurred and my husband and I had cooled down, we went to Guest Services to speak to a manager regarding the incident. A gentleman came out from the back room and we explained the situation to him. He apologized and told us to please wait a moment while he went to find the Beverage Manager, as he needed to be made aware of the situation. A gentleman by the name of Chuck came out and we explained what had happened to him. He was very apologetic, and let us know that there was no excuse for that to have happened. He asked us if our son was alright as a result of ingesting alcohol into his system. He then informed us he would look into the situation and get back to us. The following day, around mid afternoon, Chuck called our room and informed me that upon returning to his office the previous night, the gentleman, Christiano, who had served our son the alcoholic beverage, was sitting there and admitted to what had happened and was supposedly very apologetic. Chuck also informed me that proper action had been taken in regards to the situation. He offered us a complimentary bottle of wine, which I turned down because we don't drink. He said that he could see we weren't drinkers, as our tab had nothing on it but a case of bottled water. He then offered to comp our case of water, and asked what else he could do for us. Being my husband was not in the room at the time, I told Chuck I would discuss everything with my husband and we would get back to him. Later that evening Chuck visited us in the Dining Room and brought both my son's a smoothie, and my husband and me a non-alcoholic Mojito. When we returned to our room, there were goodies waiting there for our sons. While Chuck's efforts to rectify the situation are acknowledged and greatly appreciated, we feel the head of Disney Cruise Lines should be made aware of this serious matter. While we are grateful the situation didn't have a serious or bad outcome such as Alcohol Poisoning or even possible death, it definitely had the potential to as a result of negligence on a Disney Cruise Line employee's part. As stated above, especially being we were on your cruise line that caters to children and families, we cannot just blow off this situation. We need to do whatever we can to bring it to your attention and ensure that what happened to us doesn't happen to anyone else. We thank you in advance for reading over this letter, and look forward to hearing from someone in regards to the issue addressed.
Sadly, the only response we have received has been, "Sorry", the most recent being a response phone call from a Mr. Joseph Perris, who is the assistant of Karl Holtz at Disney. Mr. Perris informed my husband that he had read over our complaint and "What exactly were we looking for out of it?" My husband told him some kind of compensation, or anything more than a simple "sorry", that would truly show us that Disney takes this matter very seriously and values us as a customer. Mr. Perris informed my husband that Disney has done all they're going to do, and to try to get any kind of refund or compensation from them is extortion and they don't give refunds." Pretty much do what we have to do. So, here we are, filing another report to Disney and our experience with them giving alcohol to a minor upon their ship and how they handle it. This outcome has been a clear indication that Disney does not pry themselves on customer satisfaction, return customers, or the reputation they building for themselves through this experience so far. .
We have sent numerous letters to Dinsey so if they need to contact me they can to resolve this matter