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Old 07-02-2013, 10:02 PM   #1
spodie
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Are Resort CMs Getting Lazy? I felt like I was a freaking ghost for half of my trip!

Sorry if this has been posted/debated before, but this has really bothered me since getting back from my trip on Friday and would like to hear your input/thoughts/experiences.

Last week, we did a split stay - three nights at Port Orleans Riverside and four nights at Animal Kingdom Lodge. Because I had never stayed at either resort, I spent a good deal of time exploring and experiencing each resort. That, along with walking to and from the room, eateries, and the pool, made for me walking past many CMs.

I cannot tell you how many CMs I encountered on my stay who I walked past who did not acknowledge me. At all. I'm not talking about me being one of a long line of people filtering out of the pool area. I'm talking about me and a CM in a corridor or pathway and getting NOTHING. I would smile and they would just continue to stare straight ahead - it started to become almost comical. But really, I began to feel like I was a ghost.

The first time it happened, I wrote it off. The second time, I thought it was weird. After the third time, I started counting. I would smile at every CM I came into contact with (not anything different from what I would normally do). Many of them would smile or offer some kind of greeting, but the number of them who did not was staggering, especially when you keep in mind that a simple greeting is so easy! Depending on how picky I want to be with the acknowledgements, it was around 15 CMs over the course of 7 days. Ouch.

Now, I'm not saying that each CM I run into needs to give me a standing ovation or sprinkle rose petals for me down the hallway, but isn't it the first rule of good hotel hospitality (and normal social decency) to at least acknowledge a person with a smile, hello, or at least a nod, especially if you are the only two people on a pathway/corridor? In that regard, I was treated better by complete strangers in the hallway at times!

I know that this was a small detail in an otherwise smooth trip, but small details go a long way, especially when you're paying $200-$300/night to stay there.

If this is how CMs are going to treat guests, what would keep me there, especially when there is a Four Seasons opening soon right on the outskirts of Disney??
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Old 07-02-2013, 10:10 PM   #2
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I'm sorry you weren't feeling the magic from some of the CMs. My parents were at AKL 2 weeks ago and our neighbors are at POR right now. When my parents returned they raved about the CMs they encountered at AKL. My wife just talked to our neighbors and they are having a blast and specifically mentioned how great the CMs and Mousekeeping has been. Sounds like you had a string of bad luck with the CMs you encountered. Hopefully you still had a great trip.
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Old 07-02-2013, 10:38 PM   #3
HM
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That's sad. Sorry it's bothered you even after your trip.
I would have said 'HI' first. That's just me though.
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Old 07-02-2013, 10:40 PM   #4
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If you want to go stay off property because the CM's didn't greet you then I would say GO FOR IT.

I have stayed in many many many hotels in my life and I can't ever remember even noticing if a hotel employee greeting me when they passed me.

I think no matter how great a trip is there will always be ppl looking for something to complain about or nit picking and making a problem where no problem exists.

But if it means that much to you I would say absolutely take your vacation dollars off site. SHOW DISNEY!!
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Old 07-02-2013, 11:38 PM   #5
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Hmm, I see your point, but the thing with a Disney resort vacation that always stands out, to me anyway, is how friendly almost all CMs are, along with how unusual it is for CMs to ignore guests or complain about their jobs in front of guests. But if you go often enough you will notice that everything isn't always perfect. Sorry you felt like a ghost, next time will be better!
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Old 07-03-2013, 09:24 AM   #6
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Quote:
Originally Posted by MinnieLovesMickey12 View Post
If you want to go stay off property because the CM's didn't greet you then I would say GO FOR IT.

I have stayed in many many many hotels in my life and I can't ever remember even noticing if a hotel employee greeting me when they passed me.

I think no matter how great a trip is there will always be ppl looking for something to complain about or nit picking and making a problem where no problem exists.

But if it means that much to you I would say absolutely take your vacation dollars off site. SHOW DISNEY!!
I 100% agree! Usually I just smile and they smile back though.

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Old 07-03-2013, 09:38 AM   #7
maxiesmom
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If a greeting is so simple, then why didn't you offer one up first? I have to say I can't ever remember saying HI to a CM, and not have them say HI back. It doesn't matter one whit to me if I say HI before they do.

I wouldn't call it lazy, I would call it lack of good manners. But that seems to have been on both parts, not just on the CMs.
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Old 07-03-2013, 12:31 PM   #8
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Quote:
Originally Posted by MinnieLovesMickey12 View Post
If you want to go stay off property because the CM's didn't greet you then I would say GO FOR IT.

I have stayed in many many many hotels in my life and I can't ever remember even noticing if a hotel employee greeting me when they passed me.

I think no matter how great a trip is there will always be ppl looking for something to complain about or nit picking and making a problem where no problem exists.

But if it means that much to you I would say absolutely take your vacation dollars off site. SHOW DISNEY!!
I have to agree with this poster. I think the OP was creating a problem where no problem existed. And I don't think that this means resort CMs are lazy. Or rude. Or less than pixie dust magical. Being ignored by a desk/counter/sales CM is complaint-worthy. Not getting a verbal greeting by every single CM who happens to cross your path is not.
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Old 07-03-2013, 07:10 AM   #9
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It seems a bit unusual but while I find it curious I wouldn't have let it bother me. CMs acknowledging me doesn't make or break my vacations.

I'm sure they are told to always smile & speak but honestly come on they are surrounded by thousands of guests a day I think they should be given some slack.. They are human first disney employee second..

Now if a CM is just out & out rude to you like ignoring you when he sees you asking or waiting for help or not very pleasant when you are helped is a completely different story.

I once read a TR where someone complained that they stayed CL and the CMs there didn't call them by name each time they entered the lounge??? I know WDW is expensive & Disney customer service & hospitality is world renown but come on aren't we expecting a bit much for our money?

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Old 07-07-2013, 01:51 PM   #10
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It seems a bit unusual but while I find it curious I wouldn't have let it bother me. CMs acknowledging me doesn't make or break my vacations.
CM acknowledgement DOES make or break my vacation! If I receive poor acknowledgement from a CM at any hotel, it upsets me greatly. I feel "unwelcome" and not valued as a customer. I rate a hotel based on the respect of ALL staff.....whether I am at a Comfort Inn or a Disney Resort. 90% of our hotel stays are upscale, with high end rooms, always club level if available/offered. We do stay at Hampton Inns, Comfort Inns when that is really all that is available in the area, and the customer service matters to us. I will overlook many issues, IF I am acknowledged by staff with a simple "hello, good morning or smile" when passed in the hall, or entering/leaving the lobby. I think THAT says a lot about the overall happiness/morale of the organization. So I completely agree with the OP.

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Old 07-07-2013, 03:08 PM   #11
maxiesmom
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If you look at the OP's trip, it comes out to just over 2 CMs a day didn't great them in the manner they would like. Two a day out of how many they must encounter on any given day? Twenty? Forty? That is a pretty low number not greeting the OP in the manner they expect. And while they may find it complaint worthy and taking note of, many of us don't.

Any time you fixate on the negative, then you will find it, and it will take over your vacation. Kind of sad that the OP had so many good CMs during their trip, and yet chose instead to focus on those they felt slighted them somehow by not saying Hi.
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Old 07-08-2013, 02:30 PM   #12
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If you look at the OP's trip, it comes out to just over 2 CMs a day didn't great them in the manner they would like. Two a day out of how many they must encounter on any given day? Twenty? Forty? That is a pretty low number not greeting the OP in the manner they expect. And while they may find it complaint worthy and taking note of, many of us don't.

Any time you fixate on the negative, then you will find it, and it will take over your vacation. Kind of sad that the OP had so many good CMs during their trip, and yet chose instead to focus on those they felt slighted them somehow by not saying Hi.
I agree with this. I'm sorry it bothered the OP so much she started a thread about it. But I'm really bothered at the thread title, asking if Disney CMs are lazy. Because a few of them didn't smile when she thought they should have.
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Old 07-08-2013, 02:45 PM   #13
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Any time you fixate on the negative, then you will find it, and it will take over your vacation. Kind of sad that the OP had so many good CMs during their trip, and yet chose instead to focus on those they felt slighted them somehow by not saying Hi.
WE've had a trip or two where the negative/bad CMs far out weighed the good. And those CMs weren't even necessarily mean/rude to US, but just in general. It did sour the entire vacation. Part of it was b/c there was no exceptional CM who stood out that trip. There we're "Hellos" and smiles, there were "have a magical day's", but those are the givens that we should be getting from Disney. So when there were no special CMs during the stay but we kept seeing the negative it's easy to see the negative. THe thing is, we TRY to engage the CMs on trips. We try to start conversations where ever we go, at a gift shop, a snack cart, in line at a ride, at dinner. But that trip it just seemed no one was willing. We saw CMs flipping the bird to other CMs , CMs who never smiled, CMs who brushed us off, CMs who were rude to others. BUt with all of that we saw CMs who we treated appallingly by guests. We saw 100x more guests being rude and mean to other guests and CMs than we saw CMs being mean or rude. Yes, in an ideal world being yelled at time and time again would not change how a CM treats the next person - but it does.

We saw a lot of negative that trip. We weren't looking for it, we were looking for magic, we were looking for happy. The problem was, we didn't find what we were looking for. All that was left was what we didn't want to see.
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Old 07-08-2013, 03:42 PM   #14
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WE've had a trip or two where the negative/bad CMs far out weighed the good. And those CMs weren't even necessarily mean/rude to US, but just in general. It did sour the entire vacation. Part of it was b/c there was no exceptional CM who stood out that trip. There we're "Hellos" and smiles, there were "have a magical day's", but those are the givens that we should be getting from Disney. So when there were no special CMs during the stay but we kept seeing the negative it's easy to see the negative.
I think this adds to the problem. When guests are not even satisfied with someone doing a good job, but expect exceptional day in and day out, and are dissatisfied when they don't get it. Now doing your job is not good enough, you have to bend over backwards or someone thinks you are not up to snuff. I can't think of a single person who could be exceptional at their job all of the time.

Maybe people need to realize their expectations have gotten a bit out of hand. We all pay a lot of money to go to WDW and should get good service. But expecting exceptional service is a bit much. And don't forget is always when you run around looking for something like that that you don't find it. It is just like people who go around looking for Disney magic don't find it. If you run around judging the service you receive and are looking for exceptional service all of the time, you won't see it.

Last edited by maxiesmom; 07-08-2013 at 03:50 PM.
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Old 07-08-2013, 11:54 AM   #15
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CM acknowledgement DOES make or break my vacation! If I receive poor acknowledgement from a CM at any hotel, it upsets me greatly.
Really? I must confess, unless a CM was downright rude, I wouldn't even notice if I got "poor acknowledgement". It would not "break" my vacation.
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