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View Full Version : Ever wondered if you should do the luau?


Beka
05-13-2012, 08:31 PM
Well, I've got the answer...

SKIP IT!

We were excited to go. My MIL is in town, she loves dinner shows, so the whole family was set to go. I made reservations for 4 adults, 1 child, 1 infant. The reservation even asked if we would need a high chair, and I said yes.

We went through the line, got our leis, our photo made, a free mai tai, and then it all went to heck.

The table we were assigned to only had 5 spaces available, and no high chair. We were told we could "squeeze in" or go to another table along the back wall.

I asked for a table along the back. We got there, and the table was dirty! Granted, they weren't planning on seating people at that particular table tonight, but why leave a table dirty? One boy was running back & forth to get our salads & drinks (the tables were already set with pitchers of coke, water, salads at each seat, as well as baskets of bread). I asked him for bread a few times. Then I turned around, and the high chair was gone!

I went back to the front of the restaurant to a group of girls, requested the manager, explained that we would still like some bread, got myself another high chair & a regular seat so I wouldn't have to yell across the table for conversation. No one offered to help me carry the high chair or seat.

Finally our regular waiter came over. My FIL stated his salad had no dressing on it. My MIL said hers didn't have enough. I asked again for bread. The waiter began to argue with my FIL that there was dressing on the salad. Ok, wait. Even if there IS dressing on the salad, my FIL didn't think it was enough. A simple "I'll be glad to get you more" would have been fine. But no, the waiter told my husband that he had 2 more tables and they were more important. Are you kidding me? It was at that point that my usually calm husband lost it. In the mean time, when the waiter began to argue, I left the show area, saw who I figured was the manager (he had already walked by our table, and I had already asked for him once), and asked to speak with him.

I explained what had happened. I told him that this was not a godo first impression, and that my DH is also in the service industry, I'm in health care
(which has a customer satisfaction aspect to it as well), and we wouldn't treat our customers/patients that way. He said "It's Mother's Day, you deserve a nice evening, and I know you don't want to spend your day off like this. I'll take care of it." (At that point DH had joined me.) I went back in the restaurant. DH says the manager came out and told him he'd have our waiter "take care of us, and if you need anything, let him know."

The waiter came back and apologized to us, and my DH apologized to him for yelling at him. The manager came and checked on us.

The show was good. (Not as good as our luau in Maui, but I'll give that a pass.) The food was ok, edible, DH said the chicken was dry, but I enjoyed the fish.

But that was it. For the few people that WERE trying to help us, I could hear other employees saying to them "Why are you helping them? That's not your table!" I mean, really?! Thank God we have free admission to SW for the rest of the year, because I doubt I'll be giving them much more of my money anytime soon.

KBF
05-14-2012, 09:12 PM
Well, I've got the answer...

SKIP IT!

We were excited to go. My MIL is in town, she loves dinner shows, so the whole family was set to go. I made reservations for 4 adults, 1 child, 1 infant. The reservation even asked if we would need a high chair, and I said yes.

We went through the line, got our leis, our photo made, a free mai tai, and then it all went to heck.

The table we were assigned to only had 5 spaces available, and no high chair. We were told we could "squeeze in" or go to another table along the back wall.

I asked for a table along the back. We got there, and the table was dirty! Granted, they weren't planning on seating people at that particular table tonight, but why leave a table dirty? One boy was running back & forth to get our salads & drinks (the tables were already set with pitchers of coke, water, salads at each seat, as well as baskets of bread). I asked him for bread a few times. Then I turned around, and the high chair was gone!

I went back to the front of the restaurant to a group of girls, requested the manager, explained that we would still like some bread, got myself another high chair & a regular seat so I wouldn't have to yell across the table for conversation. No one offered to help me carry the high chair or seat.

Finally our regular waiter came over. My FIL stated his salad had no dressing on it. My MIL said hers didn't have enough. I asked again for bread. The waiter began to argue with my FIL that there was dressing on the salad. Ok, wait. Even if there IS dressing on the salad, my FIL didn't think it was enough. A simple "I'll be glad to get you more" would have been fine. But no, the waiter told my husband that he had 2 more tables and they were more important. Are you kidding me? It was at that point that my usually calm husband lost it. In the mean time, when the waiter began to argue, I left the show area, saw who I figured was the manager (he had already walked by our table, and I had already asked for him once), and asked to speak with him.

I explained what had happened. I told him that this was not a godo first impression, and that my DH is also in the service industry, I'm in health care
(which has a customer satisfaction aspect to it as well), and we wouldn't treat our customers/patients that way. He said "It's Mother's Day, you deserve a nice evening, and I know you don't want to spend your day off like this. I'll take care of it." (At that point DH had joined me.) I went back in the restaurant. DH says the manager came out and told him he'd have our waiter "take care of us, and if you need anything, let him know."

The waiter came back and apologized to us, and my DH apologized to him for yelling at him. The manager came and checked on us.

The show was good. (Not as good as our luau in Maui, but I'll give that a pass.) The food was ok, edible, DH said the chicken was dry, but I enjoyed the fish.

But that was it. For the few people that WERE trying to help us, I could hear other employees saying to them "Why are you helping them? That's not your table!" I mean, really?! Thank God we have free admission to SW for the rest of the year, because I doubt I'll be giving them much more of my money anytime soon.

Sorry to hear that you experienced some bad employees. It sucks that a few people can ruin a pretty cool experience for you. Glad you are still deciding to visit Seaworld though. Did you ever voice your concern to guest services? Maybe because of the way you were treated, they could set you up with another experience that you might enjoy.

Beka
05-15-2012, 07:12 PM
Sorry to hear that you experienced some bad employees. It sucks that a few people can ruin a pretty cool experience for you. Glad you are still deciding to visit Seaworld though. Did you ever voice your concern to guest services? Maybe because of the way you were treated, they could set you up with another experience that you might enjoy.

I called guest services today, it was late though, and she said they'd get back to me tomorrow, which is fine. Not sure what I really expected the manager to do, but it was more than "well, sorry. Enjoy the show!"

Beka
05-18-2012, 04:08 PM
Follow up: after calling guest services, I spoke with a supervisor there, I received a return call the next day. While the meal wasn't refunded (which is ok) they DID go out of their way to make things right, and I appreciate that. I plan to write them a thank you note. It's nice to know that good service isn't limited to WDW.

KBF
05-18-2012, 08:32 PM
Follow up: after calling guest services, I spoke with a supervisor there, I received a return call the next day. While the meal wasn't refunded (which is ok) they DID go out of their way to make things right, and I appreciate that. I plan to write them a thank you note. It's nice to know that good service isn't limited to WDW.

That's good to hear!

dntd
05-19-2012, 02:27 PM
Good to know! Last year we had a horrible time at the luau at disney. They booked us with 100 girls! never quite, really rude....We ate and left...