Assistance from CMs....Am I a crazy person?

[MichaelaF]

OK, so this happened way back in November, but it's been bugging me ever since.

Also, fair warning: there is toddler puke in this story. If that is going to bug you, you probably want to take the chicken exit.

So, we are at Epcot, last day of our lovely vacation. My husband and myself and our 1.5 year old son are riding Living with the Land, since my husband has never been on it before. Then, right as the ride is ending - at the part in the tunnel before you get back to the exit, when your cars are basically just waiting - my son vomits. Not just a little....this is more than I have ever seen come out of that little person. All over me. Like never, ever before. It was almost amazing, but definitely awful.

So, honest to goodness one of my first thoughts (after being in shock that it happened) was....no problem, Cast Members here are so helpful, and I'm sure this happens ALL the time, so they will be able to help us out. We get off the ride (being sure to avoid eye contact with literally everyone else, who just saw me get puked on), and ask the CM at the end what we should do.

Answer: "Exit that way." Insert scowl (probably because that guy has to clean up puke, I'm guessing).

Wait, what? That's all? OK, maybe he's having an off day. And he maybe has to clean up puke, so whatever. I go to the closest bathroom, the one upstairs, but there's no companion restroom, so I'm fighting the decent restroom line there with women in and out, trying to clean puke off me and my toddler, while my husband goes to the lady who is the hostess at the front of Garden Grill to ask where we can get assistance.

"We can give you napkins."

Thanks, no help there either.

We walk out of the Land to get the stroller and diaper bag that has a change of clothes for our son and some other things that may help. Surely we can find a companion restroom so we can BOTH go in together and get cleaned up at least? We stop and ask a CM on the way where the nearest companion restroom is. She tells us The Seas. We go there. No companion restroom, just regular ones. This time, my DH takes the DS into the mens room to get him cleaned up more and new clothes on him. I go in to try and clean myself a little more, but at some point it was hopeless. Both my legs were basically covered.

Now, I will say here that I know it's totally my fault for not taking a spare pair of pants/clothes with us. I will never make that mistake again.

But we think okay, maybe I can get a skirt or pants somewhere in World Showcase? I knew that Morocco sold those belly dancer costumes, so surely I can get a skirt somewhere? We try UK Pavillion, and find nothing. DH asks and they say there's no where in the WS that can sell me a skirt or pants or shorts, they say maybe try MouseGear. (Protip: We did later look there, but they only had really pricey khaki shorts that I would never wear again for like....$60? Something like that.) At this point I am just fed up and I am pretty sure I am about to cry, so I start walking towards the International Gateway to get a breather and I just keep walking. Surely Beach Club will have shorts! Anything!

I stop by the front desk at Beach Club. I explain the situation. I am literally almost in tears. They tell me I can buy clothing at the Marketplace. I go there and they have nothing except swimwear shorts, all (of course) very pricey. They send me over to Fittings and Fairings at the Yacht Club. The only shorts there in my size (which isn't a crazy size, just a regular women's L, 12-14) are...wait for it....$120.

I give up. I went to the hallway and sat on the window seats and cried.

In the end, my parents (who were also at Disney but not with us at the time) went back to our RV at Fort Wilderness and got me a new set of clothes and we met at the Magic Kingdom to watch Wishes and so I finally changed clothes about 6 hours later, walking around in dried puke til then. In the end, it was okay.

But in hindsight, looking back at all the CMs I came across during that time...I'm surprised at how no one really tried to help. (I think I was most surprised at the BC front desk folks not being very helpful.) And I don't expect MY problem to become everyone else's probelm. But by my count, we came across 7 CMs, and got really no help. I don't exactly know what they could have done or what I would have done in their situation, but I felt like only one of them (the lady who pointed us to The Seas bathroom) seemed to show any care or sympathy at all.

Of course I have had wonderful experiences with CMs before as well, and we have all heard the stories of awesome CMs who go out of their way to be of assistance - the ones who hunt down stuffed animals on the last night of the vacation and leave them by the front door in the middle of the night.

But of course, I'm not a kid. I was just a tired, puked-on mom crying because she was walking around covered in kid vomit.

Am I crazy to expect maybe someone being more helpful? Or at least sympathetic? (I know not all of them understood I had been puked on, but some of those CMs did.)

I think the more I think about it, it just makes me sad, because that's not really the CM service I've come to love about Disney (and tell other people about), you know?

(Thank you for listening to my long story/rant!)

 

[smitty0705]

My child also vomited on a ride on our Dec trip. When I told the CM as we exited, I had to repeat myself as she scowled at me and looked confused. I did not have anything to even try to wipe up the mess, and 3 of us had vomit on us. I didn't expect any real help for my family from the CM, but didn't want them to send out a ride car to the next group that had vomit in a seat? I'm sure DD isn't the first or last to throw up on a ride but the CM's response had me puzzled and a little upset.

I'm sorry it happened to you too!

OK, so this happened way back in November, but it's been bugging me ever since.

Also, fair warning: there is toddler puke in this story. If that is going to bug you, you probably want to take the chicken exit.

So, we are at Epcot, last day of our lovely vacation. My husband and myself and our 1.5 year old son are riding Living with the Land, since my husband has never been on it before. Then, right as the ride is ending - at the part in the tunnel before you get back to the exit, when your cars are basically just waiting - my son vomits. Not just a little....this is more than I have ever seen come out of that little person. All over me. Like never, ever before. It was almost amazing, but definitely awful.

So, honest to goodness one of my first thoughts (after being in shock that it happened) was....no problem, Cast Members here are so helpful, and I'm sure this happens ALL the time, so they will be able to help us out. We get off the ride (being sure to avoid eye contact with literally everyone else, who just saw me get puked on), and ask the CM at the end what we should do.

Answer: "Exit that way." Insert scowl (probably because that guy has to clean up puke, I'm guessing).

Wait, what? That's all? OK, maybe he's having an off day. And he maybe has to clean up puke, so whatever. I go to the closest bathroom, the one upstairs, but there's no companion restroom, so I'm fighting the decent restroom line there with women in and out, trying to clean puke off me and my toddler, while my husband goes to the lady who is the hostess at the front of Garden Grill to ask where we can get assistance.

"We can give you napkins."

Thanks, no help there either.

We walk out of the Land to get the stroller and diaper bag that has a change of clothes for our son and some other things that may help. Surely we can find a companion restroom so we can BOTH go in together and get cleaned up at least? We stop and ask a CM on the way where the nearest companion restroom is. She tells us The Seas. We go there. No companion restroom, just regular ones. This time, my DH takes the DS into the mens room to get him cleaned up more and new clothes on him. I go in to try and clean myself a little more, but at some point it was hopeless. Both my legs were basically covered.

Now, I will say here that I know it's totally my fault for not taking a spare pair of pants/clothes with us. I will never make that mistake again.

But we think okay, maybe I can get a skirt or pants somewhere in World Showcase? I knew that Morocco sold those belly dancer costumes, so surely I can get a skirt somewhere? We try UK Pavillion, and find nothing. DH asks and they say there's no where in the WS that can sell me a skirt or pants or shorts, they say maybe try MouseGear. (Protip: We did later look there, but they only had really pricey khaki shorts that I would never wear again for like....$60? Something like that.) At this point I am just fed up and I am pretty sure I am about to cry, so I start walking towards the International Gateway to get a breather and I just keep walking. Surely Beach Club will have shorts! Anything!

I stop by the front desk at Beach Club. I explain the situation. I am literally almost in tears. They tell me I can buy clothing at the Marketplace. I go there and they have nothing except swimwear shorts, all (of course) very pricey. They send me over to Fittings and Fairings at the Yacht Club. The only shorts there in my size (which isn't a crazy size, just a regular women's L, 12-14) are...wait for it....$120.

I give up. I went to the hallway and sat on the window seats and cried.

In the end, my parents (who were also at Disney but not with us at the time) went back to our RV at Fort Wilderness and got me a new set of clothes and we met at the Magic Kingdom to watch Wishes and so I finally changed clothes about 6 hours later, walking around in dried puke til then. In the end, it was okay.

But in hindsight, looking back at all the CMs I came across during that time...I'm surprised at how no one really tried to help. (I think I was most surprised at the YC front desk folks not being very helpful.) And I don't expect MY problem to become everyone else's probelm. But by my count, we came across 7 CMs, and got really no help. I don't exactly know what they could have done or what I would have done in their situation, but I felt like only one of them (the lady who pointed us to The Seas bathroom) seemed to show any care or sympathy at all.

Of course I have had wonderful experiences with CMs before as well, and we have all heard the stories of awesome CMs who go out of their way to be of assistance - the ones who hunt down stuffed animals on the last night of the vacation and leave them by the front door in the middle of the night.

But of course, I'm not a kid. I was just a tired, puked-on mom crying because she was walking around covered in kid vomit.

Am I crazy to expect maybe someone being more helpful? Or at least sympathetic? (I know not all of them understood I had been puked on, but some of those CMs did.)

I think the more I think about it, it just makes me sad, because that's not really the CM service I've come to love about Disney (and tell other people about), you know?

(Thank you for listening to my long story/rant!)

 

[WEDWDW]

Sorry for your awful experience.

If it happens again,hopefully not!,I would go to the Baby Care Center for help-I'm sure they have LOTS of experience in this "area".

 

[davkata]

If I can offer you nothing else it is my sympathy!! As a mom of 3, including twins who always seemed to catch the vomit bug at least once a year and also as someone who works in a preschool, I have encountered more than my share of puke/vomit and other unimaginable bodily fluids. All I can say, and this is in no way an excuse for their lack of compassion or help is that people are weird about other people's bodily fluids. While I get that they have a protocol they need to follow for medical and safety reasons, I do not get their lack of compassion or just some actual help pointing you in the right direction. It's not like you were asking them to clean you or your son up. I am sorry you had to go through this. Consider it one more notch in your "Mom Badge" and wear it proudly!

 

[MacDalt]

I'm so sorry that happened to you! Every parent has been or will be puked on. Maybe not at Disney, but it's not enjoyable anywhere.

I don't understand what you wanted the CMs to do. Please don't take that as an insult, I'm truly not being mean. Other than cleaning you off or giving you some clothes, I don't know what they should have done. Maybe they could have just offered sympathy. This happened to you once, but maybe you were the 47th mom of a puker that day. I'm sure they see it all the time.

I totally agree with you that $60 or $120 for shorts is ridiculous!! Some people want to pay those prices on vacation but I like stuff for $19.99 or less!

Well, anyway, I hope your little one felt better and had a great time! He won't remember this but you have a great story to bring up in front of his friends when he's older!!

 

[MichaelaF]

Sorry for your awful experience.

If it happens again,hopefully not!,I would go to the Baby Care Center for help-I'm sure they have LOTS of experience in this "area".

Yes! This is a great point, and I thought about it later, after I got home. I was recently reminded of when we were at Disneyland and my son (then 8 months) completely blew out his diaper, and the lady at the Baby Care Center was beyond helpful. I didn't really need or ask for her help, but I swear she would have actually changed him if I let her, hahaha! She was like: "Do you need a plastic bag for his clothes? I can find one! No problem!" She was amazing and wonderful. And literally every woman I've ever come across in the baby care centers has been amazing and wonderful.

I don't understand what you wanted the CMs to do. Please don't take that as an insult, I'm truly not being mean. Other than cleaning you off or giving you some clothes, I don't know what they should have done. Maybe they could have just offered sympathy. This happened to you once, but maybe you were the 47th mom of a puker that day. I'm sure they see it all the time.

I understand the question, it doesn't sound mean. Yeah...I guess I don't know what I wanted them to do either, like I said. Maybe just...not be a-holes? I've certainly been puked on several times as a mom (and my DS used to have pretty bad reflux so I got puked on a LOT), but no where where I felt so helpless - and also nowhere with that AMOUNT of puke (so much! I've never seen that much ever!). I felt like a lot of them (the ride guy, the Beach Club desk) not only didn't care, they were actively dismissing/looking down on me. In hindsight I guess it was more the guys than the women. I think in life, when sucky things have happened to me, someone just saying: "I am so sorry! That really sucks" goes a long way. Beyond that, even "What can I do to help you best?" is awesome. Again, I realize this isn't their problem, and they aren't my friends. But if they really are seeing 47 puked on moms a day, surely they should come up with a better system to help or at least be kinder. (And as a place that prides itself on customer service, I would hope that also extends to service to guests having a hard time.)

My child also vomited on a ride on our Dec trip. When I told the CM as we exited, I had to repeat myself as she scowled at me and looked confused. I did not have anything to even try to wipe up the mess, and 3 of us had vomit on us. I didn't expect any real help for my family from the CM, but didn't want them to send out a ride car to the next group that had vomit in a seat? I'm sure DD isn't the first or last to throw up on a ride but the CM's response had me puzzled and a little upset.

I'm sorry it happened to you too!

I'm so sorry this also happened to you! But also feel a little better that I'm not alone!

If I can offer you nothing else it is my sympathy!! As a mom of 3, including twins who always seemed to catch the vomit bug at least once a year and also as someone who works in a preschool, I have encountered more than my share of puke/vomit and other unimaginable bodily fluids. All I can say, and this is in no way an excuse for their lack of compassion or help is that people are weird about other people's bodily fluids. While I get that they have a protocol they need to follow for medical and safety reasons, I do not get their lack of compassion or just some actual help pointing you in the right direction. It's not like you were asking them to clean you or your son up. I am sorry you had to go through this. Consider it one more notch in your "Mom Badge" and wear it proudly!

Thank you for the encouragement...that does help! I definitely don't expect them to clean us up, but a little small assistance or sympathy or care would have gone a long way in my book for sure. But hey...Mom Life, amirite?

(Sounds like some of us could use a kid-and-vomit free vacation! )

 

[famy27]

I hear you. We've had pants issues at WDW twice. You can buy a million t-shirts, but no pants. Very frustrating. The first time, our DD was almost two. She had already had some issue and was wearing her back-up outfit. She managed to dump an entire bottle of chocolate milk on her pants. She was drenched. We couldn't find any pants that fit her, so we ended up buying her a Minnie dress.

The second time, we were separated from our luggage, so I was stuck wearing jeans in 90+ degree weather. I figured I'd be able to find a pair of shorts. I tried a ton of places, and I couldn't find anything other than swim shorts. I was very tempted to run around the park in men's swim trunks, but I ended up rolling up my jeans, making some super-cool jorts.

And I wasn't dealing with a puking toddler, so I can only image how you felt. The CMs can't really do much in this type of situation, but maybe if they'd pointed you in the direction of a store with any kind of shorts, skirt, dress, yoga pants, or just said they were so sorry, you might have felt a little better.
I learned to always put a pair of shorts in my carry-on. But I still don't carry extra pants with me on a daily basis. I probably would, if it didn't take up so much space.

 

[staceyeileen]

I'm also a mom of a young son, so I'm really trying to put myself in your shoes here. If my son had vomited on a ride, I would be super apologetic to the CM at the ride, because, well, he has to clean up puke. Heck, I'd probably even offer to help him. Yeah, the scowl was inappropriate. I'd then proceed to the nearest restroom (companion or not) and change my baby into clean clothes and make some attempt at cleaning myself up as well. I'm not sure I understand your search for a companion restroom since they all have changing stations. Once I realized that I would be walking around with pukey pants, I'd then head back to my resort and get a change of clothes for myself.

Other than the one CM that gave you a scowl, I don't know what a CM could have done to help you really.

 

[bumbershoot]

to ask where we can get assistance.

"We can give you napkins."

Thanks, no help there either.

Napkins would have been of a lot of help, wouldn't they? Apart from a shower, what else could they offer?

Mousegears has a TON of clothes. Including sweatpants. Instead of WS, going towards Mousegears would have been better.



DS mainly threw up on me at home. But the one time I remember him doing it while out (at a grocery store) I expected NO help, and was grateful that we were actually assisted. That assistance was someone else cleaning up the floor, and being pointed to a bathroom.

We get off the ride (being sure to avoid eye contact with literally everyone else, who just saw me get puked on

Why did you avoid eye contact? You were very purposeful in doing it ("being sure to"). It's actually possible that other people could have helped you if you had acted in need of assistance. Someone might have given you info about Mousegears, or held the baby, etc etc, if you hadn't avoided eye contact with other people. Some people do want to help.



For the future...I googled "epcot companion restroom". Got an allears.net page.

Epcot

Spaceship Earth on Left as you face SE from turnstiles
Future World West opposite The Land - Photo 1 -- Photo 2
Future World East opposite Test Track
Refreshment Port (right side of World Showcase - before Canada)
Morocco on the right
Germany on the right
Norway on the left side
Land Pavilion first floor
World Showplace pavilion

 

[staceyeileen]

Re-reading that, it sounds a bit harsh but I don't mean it to be. I've never been puked on at the parks, but I have had a toddler who peed his pants just as we were entering the MK. And I had no spare pants because he was four and totally potty-trained since 2, and did I mention he was FOUR? Anyway, we ended up buying some overpriced swim trunks that were too big for him and he wore those all day long.

 

[MPB82]

You stated that this was an abnormal amount of vomit and they it was covering you? Atleast waste down? Sorry but I am not a parent or older sibling so I don't have this experiance. I might have lied about a bathroom to get you out of my area, sorry but it's the truth. Anything they covers someone that used to be inside a human or pet? Yuck to me and could cause you to get covered in my vomit as well

 

[MichaelaF]

The CMs can't really do much in this type of situation, but maybe if they'd pointed you in the direction of a store with any kind of shorts, skirt, dress, yoga pants, or just said they were so sorry, you might have felt a little better.

Yes! This.

 

[pigletto]

Ugh.
Ok for contrast, my son threw up at the airport. Not just at the airport but right as we were handing our passports to the burly customs agent. In fact he had just barked at us all that each person needed to be holding their own passport so I gave him mine and turned to hand my 5 yr old his. Only then time slowed down and I think I uttered "Please no...." as he vomited all over the floor. Out of nowhere a janitor appeared with a cart and cleaning supplies. We were kindly directed to the bathroom, and the burly agent chuckled and said "Please don't worry about it, I hope he's ok."

So you kind of would expect a little more sympathy from cast members at a company lauded for their customer service and magical attitudes than you would TSA wouldn't you?

Sorry.. I know the most upsetting part is feeling all of out sorts because you didn't expect it, aren't in a normal environment and have no idea what the heck to do for a second. I think I stood there with my mouth open for a few minutes.

 

[MichaelaF]

Napkins would have been of a lot of help, wouldn't they? Apart from a shower, what else could they offer?

Mousegears has a TON of clothes. Including sweatpants. Instead of WS, going towards Mousegears would have been better.



DS mainly threw up on me at home. But the one time I remember him doing it while out (at a grocery store) I expected NO help, and was grateful that we were actually assisted. That assistance was someone else cleaning up the floor, and being pointed to a bathroom.


Why did you avoid eye contact? You were very purposeful in doing it ("being sure to"). It's actually possible that other people could have helped you if you had acted in need of assistance. Someone might have given you info about Mousegears, or held the baby, etc etc, if you hadn't avoided eye contact with other people. Some people do want to help.



For the future...I googled "epcot companion restroom". Got an allears.net page.

Epcot

Spaceship Earth on Left as you face SE from turnstiles
Future World West opposite The Land - Photo 1 -- Photo 2
Future World East opposite Test Track
Refreshment Port (right side of World Showcase - before Canada)
Morocco on the right
Germany on the right
Norway on the left side
Land Pavilion first floor
World Showplace pavilion

...Thanks for your...help? But since you asked..oddly.....I avoided eye contact because it's embarassing to be puked on. I guess I didn't think I was weird in that regard. Maybe it's just me?

And trust me, no one would have held that kid, covered in vomit. But while we're at it, plenty of women saw me and the situation in the two bathroom and no one offered to help. (I wouldn't expect them to. But I also don't tell other people about their excellent customer service.)

Napkins weren't helpful because I was already using paper towels in the bathroom while my husband was asking.

I think I already covered the MouseGears question above.

I'll be sure and keep your list in mind next time I get puked on and/or need a companion restroom. It does make me even more frustrated/sad that there was one on the first floor there at the Land that I didn't even know about.

 

[andyman8]

Now, I will say here that I know it's totally my fault for not taking a spare pair of pants/clothes with us. I will never make that mistake again.

Mind you, we don't have any young children in our travel party when we go to WDW, but I have never brought spare clothes with me unless I plan on riding KRR at DAK (although, last time, I forgot those or even a poncho, of course got soaked, and then had to pay $50 for those kakis because I was drenched and it was cold, so I didn't want to get sick), so I wouldn't say that it's your fault for not bringing clothes. I know it's an upsetting situation, but don't be that hard on yourself! You did everything you could.

Anyways, I'm so sorry to hear about this experience. I would be pretty put off by this experience as well. I understand the common "What was the CM supposed to do?" argument but he could've, at the very least, directed her to the Baby Care Center.

Personally, I'd let Guest Services know to help families with similar situations in the future. They're awesome over there and so very kind! Here's the contact info:

Walt Disney World Guest Communications
P.O. Box 10,040
Lake Buena Vista, FL 32830-0040
wdw.guest.communications@disneyworld.com
(407) 560-2544 (M-F 9am to 5pm, Sat and Sun from 10am to 5pm EST)

Hope this helps!

 

[MichaelaF]

Ugh.
Ok for contrast, my son threw up at the airport. Not just at the airport but right as we were handing our passports to the burly customs agent. In fact he had just barked at us all that each person needed to be holding their own passport so I gave him mine and turned to hand my 5 yr old his. Only then time slowed down and I think I uttered "Please no...." as he vomited all over the floor. Out of nowhere a janitor appeared with a cart and cleaning supplies. We were kindly directed to the bathroom, and the burly agent chuckled and said "Please don't worry about it, I hope he's ok."

So you kind of would expect a little more sympathy from cast members at a company lauded for their customer service and magical attitudes than you would TSA wouldn't you?

Sorry.. I know the most upsetting part is feeling all of out sorts because you didn't expect it, aren't in a normal environment and have no idea what the heck to do for a second. I think I stood there with my mouth open for a few minutes.

Yes! You get it. All of this. Also...I'm so glad that you were shown kindness and sympathy in that situation. I generally pride myself on keeping cool in such situations, but I was legit surprised by this one.

 

[hopemax]

I don't understand what you wanted the CMs to do. Please don't take that as an insult, I'm truly not being mean. Other than cleaning you off or giving you some clothes, I don't know what they should have done. Maybe they could have just offered sympathy. This happened to you once, but maybe you were the 47th mom of a puker that day. I'm sure they see it all the time. !

Besides, empathy, accurate information. If as you mention, this was their 47th puker of the day, then the CM should have been well versed in what solutions to offer the Mom, including the nearest companion restroom (something they should know anyway, in order to assist guests with disabilities), or offer like someone said the Baby Center...and I would through in First Aid. Both places would likely have better "clean up" supplies, than your normal bathroom.

OP, I am sorry you had to experience such an uncomfortable and trying situation. But your post highlights something that I've been feeling for a long time, that CM's are less capable of handling things that are "out of the ordinary." If it's not easy, and fun, many want to do as least as they can, get rid of you and let it be someone else's problem. But other than lip service to old ideals, they aren't expected to, aren't trained to, might even get in trouble because it interfered with their expected job duties. Turnover is pretty high, and many don't spend any free time exploring the parks, so many CM's never gain any sort of mastery to help them be of superior assistance to a guest beyond their immediate job area.

For any business, they are measured, not in when situations are simple and easily accomplished, but how well they deal with the "curveballs" of something going wrong. You, unfortunately got a rude awakening on where Disney falls on the spectrum, currently, and not coasting on their reputation.

 

[MichaelaF]

Re-reading that, it sounds a bit harsh but I don't mean it to be. I've never been puked on at the parks, but I have had a toddler who peed his pants just as we were entering the MK. And I had no spare pants because he was four and totally potty-trained since 2, and did I mention he was FOUR? Anyway, we ended up buying some overpriced swim trunks that were too big for him and he wore those all day long.

Thanks, Stacey - I get it, and thanks for understanding. You can come on our imaginary kid-and-vomit-and-poop-and-pee-free vacation too!

You stated that this was an abnormal amount of vomit and they it was covering you? Atleast waste down? Sorry but I am not a parent or older sibling so I don't have this experiance. I might have lied about a bathroom to get you out of my area, sorry but it's the truth. Anything they covers someone that used to be inside a human or pet? Yuck to me and could cause you to get covered in my vomit as well

Yeah, parenting is gross. You mostly get used to it. And it's usually pretty great. It's only bad when you are caught off-guard and without necessary supplies like in this case. It helps if your kid is cute and usually easy, like mine.

 

[ethanwa]

I think the CM's are at fault here for not being sympathetic and helpful enough, but I also think you may have not made your point to the CM's clearly enough. What I mean is, you should have been more straightforward with what you needed. For example:

"My son is clearly very sick. I need help immediately with this. I need help now please."

And if someone said "Exit this way" then you probably shouldn't exit until someone can clearly help you or call someone for help. The medical staff would have come and taken you to a center where they could have helped you properly.

If you're willing to move along, then the CM will think you are OK enough to not need assistance.

Obviously the CM's weren't properly trained, and they should have helped you, so I am not trying to blame you at all... but next time make sure you help yourself by being more forceful with your concerns.

I'd contact Guest Services with a complaint about the CM's though. They need to hear your story.

 

[MichaelaF]

Besides, empathy, accurate information. If as you mention, this was their 47th puker of the day, then the CM should have been well versed in what solutions to offer the Mom, including the nearest companion restroom (something they should know anyway, in order to assist guests with disabilities), or offer like someone said the Baby Center...and I would through in First Aid. Both places would likely have better "clean up" supplies, than your normal bathroom.

OP, I am sorry you had to experience such an uncomfortable and trying situation. But your post highlights something that I've been feeling for a long time, that CM's are less capable of handling things that are "out of the ordinary." If it's not easy, and fun, many want to do as least as they can, get rid of you and let it be someone else's problem. But other than lip service to old ideals, they aren't expected to, aren't trained to, might even get in trouble because it interfered with their expected job duties. Turnover is pretty high, and many don't spend any free time exploring the parks, so many CM's never gain any sort of mastery to help them be of superior assistance to a guest beyond their immediate job area.

For any business, they are measured, not in when situations are simple and easily accomplished, but how well they deal with the "curveballs" of something going wrong. You, unfortunately got a rude awakening on where Disney falls on the spectrum, currently, and not coasting on their reputation.

I think this is mostly what I've been feeling in the wake of it. I have read "The Customer Rules" as well as a few other Lee Cockrell and Disney leadership books over the years (I also work in customer service and sales) and I love what they say and often apply it. I couldn't exactly put my finger on the issue because USUALLY I have very good experiences with CMs. But this was the only real out-of-the-ordinary situation I have had in a while outside of diaper/baby care center stuff, and it's clear they were not trained for the situation or wiling to find out answers. In my job, if I don't know the answer to a question, I will ALWAYS say: "I don't know, but I will ask someone who does." And I will get back to the customer immediately as soon as I find out. I think you nailed it here.

Mind you, we don't have any young children in our travel party when we go to WDW, but I have never brought spare clothes with me unless I plan on riding KRR at DAK (although, last time, I forgot those or even a poncho, of course got soaked, and then had to pay $50 for those kakis because I was drenched and it was cold, so I didn't want to get sick), so I wouldn't say that it's your fault for not bringing clothes. I know it's an upsetting situation, but don't be that hard on yourself! You did everything you could.

Anyways, I'm so sorry to hear about this experience. I would be pretty put off by this experience as well. I understand the common "What was the CM supposed to do?" argument but he could've, at the very least, directed her to the Baby Care Center.

Personally, I'd let Guest Services know to help families with similar situations in the future. They're awesome over there and so very kind! Here's the contact info:

Walt Disney World Guest Communications
P.O. Box 10,040
Lake Buena Vista, FL 32830-0040
wdw.guest.communications@disneyworld.com
(407) 560-2544 (M-F 9am to 5pm, Sat and Sun from 10am to 5pm EST)

Hope this helps!

Thanks, Andy - I'm glad you mentioned this. I didn't contact Guest Services - not because I am afraid to, because I certainly have before about reservation strugges - but because I didn't know exactly what to say or what I should have otherwise expected. But I think your point about making sure they know to help other families in similar situations - especially since at least one other poster here had the same situation and response from a CM - is critical. I really do hope that other families don't have the same response when it happens to them. And Hope's post above definitely gives some verbage to how I was feeling about what it seems my expectations SHOULD be.