Expectations to high?????

[suevee]

I waited to post this because I was to upset when I returned from my stay at the CR. But I find I am still upset so to vent...

We were at the CR from May 5 through May 7. It was an unexpected trip for my daughter and granddaughter. I was very excited. I made very sure (in a nice way) that the front desk was aware it was my 7 yy DGD birthday as well as a short reunion with her mom between deployments to the MidEast. They had been separated since November and may be separated another 6 moths to a year. I had it on my ressie and I called before we arrived to make sure everything was set. I also made sure I left generous tips for mousekeeping each morning. What happened? Nada. No birthday call from Mickey, no balloon, no towel animals and not even good maid service. Overflowing toilets, dirty room, beds not made properly, vacuuming not done...

Then to top it off the CM's at the monorail were down right rude. I felt it was my job to make them happy instead of vice a versa. I had been so excited and they portrayed the attitude that they were doing a job they didn't like and didn't care who knew it. I didn't even want to use the monorail because they were so unpleasant, but had no alternative to get to Epcot. This really colored my experience at the CR. Sorry, but this is what happened to us.

I was considering cancelling our February trip but decided not to beause to many other people are involved. However, I am not looking forward to it as I once was.

[MELSMICE]

It's unfortunate you had such a bad experience. I would write a letter about your experience & send it to anyone & everyone that contributed to your "not so pleasant" vacation & their superiors. You probably won't get any retribution for it, however, it may save the next person from having a bad experience.

[LKS]

Don't know about your expectations, but it does seem that most of the SOG people in the North Garden wing are unhappy there. I have stayed there as a customer paying the regular rate and liked it. Perhaps something is going on.

[Beauty]

We stay at the Swan/Dolphin and although they aren't "Disney owned" they are WONDERFUL!!! The people working there are super nice and friendly and go out of their way to help.

We also got great treatment at Port Orleans French Quarter however at Dixie Landings or Riverside we had rude CMs as well.

Maybe its luck? I fine both kinds there but the majority at the World have always been wonderful. I can't wait!

[nwdisgal]

I agree that you should send a letter of complaint! They shouldn't treat the SOG customers, or for that matter, anybody else who is in the Garden or any other wing at CR differently. Also, it bothers me that people can have such a varied experience at the different Disney resorts. I am not talking about people complaining about the theming...I mean dirty rooms, crabby CMs... It sounds like the powers that be need to work on the corporate culture a little bit more. The Disney customer service model is a big reason why we pay the big $$$ at any of their resorts (none which they give away) and room cleanliness is also high on the "why I stay on-site" list that people list on this board. Disney needs to start employing the people that are like the Secret Shoppers (Secret Room Stayers) to randomly audit their resorts (room quality, customer service, etc.) and provide feedback to the powers that be who can "make it happen" at a macro level. As far as I am concerned the best run companies have reliable consistency! JMHO.

[CrzyforPiglet]

I'm sorry you had a bad time with the CMs attending to the monorail. I will say I'm curious as to what happened b/c when we stayed at the Poly we rode the monorail many times and I can't say I really interacted with the CMs to know if they were rude or not so I'm just wondering what happened. In addition, poor maid service is inexcusable and I would have notified the manager or someone about it but I guess with the short trip maybe that couldn't happen but I agree that someone should be notified.

The towel animals and birthday greetings would have been nice but are certainly not a guarantee even if you note it on the ressie at Disney or anywhere else. The hotel we stayed at in Arizona for our honeymoon didn't say word even though I had spoken up several times. I think if something had been done then it would have been just another bit of magic but expecting something is just setting yourself up for disappointment. From other posts I've read sometimes things happen and sometimes they don't. It may depend on the staff, how busy they are, what other things are going on, etc. I hope your February trip brings more magic than this one.

[Lori of the Lodge]

I'm so sorry that you had a bad experience. I've stayed at WDW 3 times in the last two years and every trip the service has been wonderful. Hope I'm not just lucky.

We have towel animals every time we stay at WL.

[hmp2z]

That is a pity, about the rude CMs, but I certainly would never expect special gifts b/c of a birthday or anniversary at WDW. I have heard of it happening to some people, but not to others; I'm sure that each resort has scores of people staying there each night who are celebrating a special occasion, and couldn't possibly give cakes or balloons to every person. I also have heard about the special occasion gifts happening more to people who are staying in a concierge level room, and less often to people in regular rooms.
If having a surprise in the room was a high priority for me, I would order a cake or balloons or flowers from the florist or baker there. The cakes usually run $30, at the GF anyway, which is pretty reasonable. There are always ways to surprise loved ones without counting on Disney to do it for you. My philosophy is if it happens, it's a nice surprise, but it's certainly not a guarantee or a service that I have paid for, so I couldn't be disappointed if it didn't happen.
This does not, of course, refer to maid service, which you DID pay for! :)
Cheers!
Heather P

[brittsmum1998]

Sorry that your trip was such a let down. I hope your DGD still enjoyed herself. Its nice that children are so innocent that their expectations are not as high as ours. I hope I don't get flamed for this BUT if anyone deserves special services above and beyond the call of duty its our military in such terbulent (sp) times. It would be a nice perk but unfortunately not a necessity. On an added note, we were at WDW in April and most of the monorail cm's were by far the most unhappy workers we encountered. We sat in the front w/ DD who was 4, they would barely look at you when speaking. If I wasn't having such a "stress free" great week at WDW I would've asked if their benefits include enemas ;) :D . I'm sure your trip in February will be much better.

[epcotfan]

I'm sorry the resort didn't match your expectations. No excuse for a dirty room. However, there is no guarantee that special events such as birthdays, reunions, etc...will be honored-even if noted on your reservation. Like another poster said if it was important to have balloons, etc they can be arranged by contacting the Walt Disney World florist for a charge. Another great service is giftsofalifetime.

I think one of the problems is that we get such high expectations online when others talk about the "surprises" they had at Disney and thus expect the same. What used to be random is now what everyone thinks they deserve just because it is mentioned on the internet.
Two examples:

1) I stayed in the Contemporary North Wing in July of 2000 to celebrate my 28th birthday. When I got to my room I was presented with a Balloon, Donald Duck beanie, Autograph book and an autographed character photo. I was extremely surprised and wouldn't expect it to happen again. Aside from the birthday greetings I had a fabulous trip with great service! Our room was neat and clean and we even received turn down service.

2) When my mother and I went for a short trip this past February at the All-stars her birthday was noted on our room fax and we didn't receive anything. We weren't upset at all since we didn't expect anything and still had a terrific time.

As for the monorail staff perhaps, yes, they are unhappy with their jobs. Should they be rude? No. But then again I don't expect every Disney employee to entertain me. The having fun part is up to me. As long as they get me safely onto the monorail and off that's all I care about.

I wouldn't cancel your February trip. I think a lot of things going on now have to do with major budget cuts and so forth. I encounted some less than happy staff on my last trip but we still had fun visiting the attractions and relaxing. There were many more FANTASTIC cast members than bad ones.

[Bob NC]

We stayed at CR the week before you were there and our experience with everything was excellent.

Just a tip though....Disney handles complaints much better if you make them aware of them when they are happening. Complaining about an unsatisfactory housekeeper carries much more weight when the problem is occuring rather than 3 or 4 weeks later.

It's too bad you were 'expecting' something special for your DGD and didn't get it. But honestly, I can well imagine the occupants of almost every room having SOME kind of special occasion going on close to or during their Disney visit.

Disney's attitude on this whole situation may very well be that it couldn't have been that bad if you had no complaints while you were there.

Better luck next time.

[eeyore0062]

I agree that expectations can be too high, and that birthdays, aniversaries and the like are not always recognized... my DD's wasn't and my DH's and my aniversary wasn't, but we didn't expect it, so we weren't disappointed... we made our own magic, and Disney was the perfect backdrop.

As for the towel animals... there is not a class to teach how to make these cute critters, nor is it a requirement of mousekeeping to provide these. It is nice when it does happen, and in the past 5 times we have stayed, only twice did we receive them. Again, we were pleasantly surprised when we did, but not disappointed when we didn't.

As for rudeness... that is unacceptable, but could it have been that the CM wasn't really rude, just not as friendly as expectations warrented?

The dirty room situation is not something that must be tolerated, as a call to the front desk usually sends a maid to the room for a touch up. No, that shouldn't have to be done, but sometimes things slip through the cracks with even the most diligent person.

I hope that these things didn't affect the time that the child and her mom had together, as that was the primary focus, and that the February vacation will be more up to expectations.

[Sleepy]

Suevee,

A bit off topic, but I will be thinking of your DGD as my husband will be leaving for a deployment very soon and I know how difficult it is for the children.....my son has a very difficult time adjusting even though his dad is gone all the time as it is. You would think the CR would be understanding of this and try to make this trip even a little magical. Hope you made the best of it and I can't wait for SOG to hurry up and reopen where they REALLY understand how precious our family time is.

[Eeyore2U]

I think most people's problems with WDW is extras become expectations. Disney usually comes through but nothing is 100%. I agree the clean rooms and courteous CMs are required but the extras are just that, extras.

[Mercy]

I feel for you and am sorry your trip was dampered by your exeriences, especially we we all look SO forward to our DW trips.

Maybe WDW should put into practice a consistant policy for handling special occasions. Documentation could be presented at check in and be required to receive special gifts. It does seem a little unfair when one receives gifts like epcotfan (no offense to you epcotfan :) ) and then the next guest celebrating an occasion receives nothing.

As far as the CM's go, I think we tend to forget that they go to their jobs day after day, like the rest of us. I'm sure they are not always thrilled to be at "work". There was another thread about being a CM and losing the thrill of Disney. From that thread I gathered that Disney has it's share of corporate problems just like other corporations. Not that it should give CM's a reason to treat guests badly, they shouldn't. But CM's are people like you and me and have bad days. It is just unfortunate when we, as guests are a victim of their bad day.

[epcotfan]

Originally posted by Mercy
It does seem a little unfair when one receives gifts like epcotfan (no offense to you epcotfan :) ) and then the next guest celebrating an occasion receives nothing.

No offence taken :)

That's exactly why I wrote my two examples. On my mom's birthday she received nothing even though it was noted in the same way on our reservation as the Contemporary 2000 one was. I said something to the effect of "we will be staying during my mom's birthday and it would be wonderful for her if she could have a non-smoking room possibly in Jazz if available. If not, no problem" The reason it was mentioned in the first place was to make pleasantries with the room controller. And like I said we weren't upset and didn't expect anything. I'm guessing the absence of giving away toys and cakes has to do with the recent budget cuts and understaffing. When we were at the All-Star in Feb 2002 it was like a ghost town when we checked in.

When we do get these little Disney "surprises" it makes them all the more special.

[Bob NC]

When we do get these little Disney "surprises" it makes them all the more special.

I agree epcotfan.

Documentation could be presented at check in and be required to receive special gifts.

That kinda takes the 'magic' out of it, doesn't it?

The only problem with the way they currently operate is peoples HIGH expectations of getting something for nothing.

I've heard some people say they tell CRO when they make their reservation that they will be celebrating their anniversary, (Not that it IS their anniversary, just that they are celebrating it), then they mention it to EVERY CM they meet. They tell the CM when they check in, they tell the CM at Disney Dining for EVERY PS they make. They tell every CM at every restaurant podium they go to. They tell EVERY waiter or waitress. Sheeeeesh, it would embarass the heck out of me to be mentioning that to every person I run into in hopes of a freebie.

[BounceyOne]

We recntly treated some friends of ours to a honeymoon at the BWI, when I made the ressie I noted that it was a honeymoon and a gift for them. They did give them a corner room, supposedly a little bigger then the average room. And they got a free dessert at the yachtsman steakhouse after dinner one night. They were so thrilled they called us everyday to thank us.

On another note we stayed at the CR for my DD 3rd Bday and they sent her a cake and balloons.

I have noticed that the monorail CM are not always the most social people I meet at WDW. I wouldn't say anyone has been rude but there are a few that were borderline.

[skiwee1]

I agree! I can't believe how many people tell every CM they talk to or pass that they are celebrating something. I'd be ashamed to do so for the express purpose of getting something for nothing. The ones that really crack me up are those telling a CM that this is a birthday trip in May even though their birthday was actually in December! Who cares what the reason is. It really shouldn't even come up in conversation at the time of reservation unless the CM asks you. If you want something badly enough then pay for it. Such a simple concept. :D

[epcotfan]

I just wanted to add that in my anecdotes we both were legitimately celebrating our birthdays and were not trying to get gifts, freebies...for nothing. No one ever asked us and it was only mentioned on our room controller fax when we requested non-smoking rooms.

[skiwee1]

I was not referring to you when I posted. Just wanted to let you know that. I was speaking of the extreme ones I've read about here over time. Asking for a non smoking room as a birthday treat is not in anyway IMO bad! Gosh, that is the least they could do for a non smoker. LOL! :)

[epcotfan]

No problem at all :D Just thought I should have added that above info to clarify and elaborate.

[suevee]

Thanks to everyone for their replies.

First I did complain about the room when I was there. Afterall, we had the continous overflowing toilet!

Second with the rude CM's on the monorail. I requested if it were possible could my granddaughter sit up front with the driver. I thought that this was an acceptable request. I didn't push, I wasn't rude, I just asked nicely. He acted like just this was the greatest inconvience in the world and he didn't want to be involved. He made me uncomfortable being there like I was a big imposition on his life. All he had to do was to say no with a smile.

Third, at first I didn't expect any special treatment for my DGD birthday, I was hoping. However when I called the Thursday before I left to check all my ressies, I asked if I could arrange and PAY for a balloon or something to be in our room. I was told not to worry, it would be taken care of. When I first made the ressies, I also asked if I could make definite arrangements for a balloon or something for my granddaughter's Birthday. Again I was told not to worry, they would take care of it. (I didn't want a $30 cake because there was only 3 of us staying for 2 days.) I was just hoping for a balloon, which I would gladly pay for. So I guess I was expecting something...

Fourth, this WAS a very special occassion for us and we were very excited. I KNOW that CM's are inundated with "special occasions" by every guest. However, I thought this is part of thier job description. I mean people don't spend this much money, time, and effort on a vacation that doesn't represent something special. So I feel being polite is a basic requirement for their jobs.

Last I don't want to dwell on this. I don't feel a letter would be effective because the organization is so big. It would just make me upset. Posting on this board has helped a lot. Thanks guys for listening.

BTW my DGD did tell eveyone she saw it was her birthday and she was seeing her mommy. It didn't matter if it was a CM or someone sitting across from us on the monorail. I don't think she was expecting any "freebies", she was just excited and felt very special and wanted to share.

[klmall]

When we stayed at the Animal Kingdom Lodge recently the CM ASKED US about special occasions and I mentioned the 16th birthday being celebrated while we were staying there. She noted it but luckily I didn't mention it to the person involved since it went totally unnoticed, at least by Disney.

Yes, people really build high expectations for their WDW visits, especially if staying at onsite hotels. Add to it the high prices being charged and then less than decent room cleaning etc. and you get miserable guests.

Luckily, after our 5 nights at AKL (and other unhappy experiences there - see my trip report etc.) we had a great stay at the Hard Rock Hotel at Universal Studios for less money which salvaged our trip in our opinion.

We're re-evaluating future trips to WDW and where we might stay. I truly love Disney but am beginning to realize that I can no longer be "blindly devoted".

I hope you do send your comments to Disney! I know I did!

[ohiominnie]

No excuse for rude CM, but just wanted to make you aware of a recent shake down in the Monorail department.

We were just there May 5-17 and talked with several Monorail CM. When riding up front once my dh was talking to the driver, who, by chance, was one we've ridden up front with before.

Apparently management in the Monorail dept is pretty bad right now and 9 Monorail CM's had recently quit. The day my dh was riding up front was the first day on the job for 9 new Monorail CM. Apparently things have been pretty bad in the Monorail dept.

Again, no excuse for rudeness.....

[pooh6890]

The only times our birthdays were celebrated were at the Deluxe hotels. Been going for years in November. Twin daughters are Nov. 15th

CT - by far the best.....2 (yes 2) chocolate cakes with candles, silverware, table set up, cards and flowers......WOW

GF.....Cake, cards & silver and table set up.....Very nice

Poly.........2 cards and mickey candles with cinnamon scent....also very nice.

WL...........Photo B-day cards.......nice


BWI......nothing

Also, nothing at any mods or value.

Going to YC in November for 5 days....we'll see!


So, the deluxe staffs are definately on the ball if you ask me. And, all of this with just a mention that it was their birthday at check in....but, they are twins and I guess more people remember that......I was very grateful that they went out of their way for them.

[nolanzzz]

I wonder if Disney will start telling their Mouse Keepers to stop making them, because it seems that people are expecting them as an entitlement, and are disappointed if they don't get them. On our first stay at Port Orleans, we had something every nite...either towel animals, or my son's stuffed animals would be arranged in the most amazing ways - waiting on our return. I really thought that was what I could expect with every stay. We had some treats like that at CB...one or two at our FW cabin, and then absolutely nothing at CSR. My kids and I were really disappointed when we'd get back to the room each evening and find nothing special.

Anyway, I'm rambling, but I just wanted to put into perspective (for myself, especially - since our trip is coming up soon!:p ) - anything above and beyond a clean room is icing on the cake.

[Sleepy]

I'm waiting for them to start charging people extra if they want them (towel animals).......kinda like when you ask for a fridge or something like that. Hey, wouldn't surprise me.....they charge for everything, why not this?

[MELSMICE]

As far as towel animals & having stuffed animals arranged a certain way, I think it all depends on your housekeeper. We had a great one in a FW cabin. We have kept in contact with her & even go visit her when we can't stay in FW. I have even recommended people to stay in her loop when they stay in a cabin.

I think it's just a matter of the "luck of the draw".

[Gabrielle]

I agree with you Suevee - I think for all the planning and phone calling you did, Disney could have come through.

[suevee]

Thanks Gabrielle.