Disney usually does a really great job of providing over-the-top service. Moreso than anyone else, Disney also understands the importance of customer service recovery during the experience. This entire scenario is so very un-Disney that I can understand your frustration. I wonder if someone (of importance) on the cruise really understood how bad you were feeling about the experience. The write up seems to suggest (at least to me) that you really didn't stop to talk to anyone -- that you just suffered in silence. While I understand not rocking the boat, you sometimes have to speak up in order to get things fixed in mid-stream, and not assume folks understand they are in a service failure situation.

I'd give them a call as well as waiting for the letter to filter through. I know that they'd want to hear about the experience. Disney values its reputation a lot.