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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, 07:10 AM   #6
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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 07-03-2013, 08:39 AM   #7
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Quote:
Originally Posted by spodie View Post
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??
I just stayed in 4 deferent stays between April and May( unusual but it just happened , last minute stuff). CM's were mostly great. There were a few, very few , times I didn't get a greeting when I "expected" one. Usually like you it was just the two of us in a walkway/hallway.

For many years I have been a retail manager. The places I worked expected great customer experience and I was good at it. Repeat customers would be happy to see me and say things like " I am glad you are here today" etc.

My perspective was it appeared they were either concentrating on their job, or at times it looked like it was either the start or end of shift and they had not yet/or removed their "game face".

Remember they have bills to pay, kids in high school or toddlers not sleeping etc.
It is a lot of work to be a great CM at Disney.

For the most part everyone is great though. Has a cm ever been rude? Nope!
So I don't mind them taking a short mental break at times.

FYI, the CM's at Poly really feel the most genuinely friendly
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Old 07-03-2013, 09:24 AM   #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 100% agree! Usually I just smile and they smile back though.

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Old 07-03-2013, 09:38 AM   #9
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, 10:22 AM   #10
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Quote:
Originally Posted by spodie View Post
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??
It's kind of funny about different guests having different experiences at different resorts.

I always come back from Pop Century and remark that I was so tired of having to be nice to all the Cast Members I encountered because they greeted me all the time. From the front desk person to the housekeepers to the mainteance people to the trash collectors, etc. I'm normally not a person who speaks first but they all did to me.

So no, resort Cast Members aren't all "lazy". I'm starting a Disney World trip tomorrow and staying offsite. I'll guarantee you I have almost no interaction with any of the employees there except to get my room key.
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Old 07-03-2013, 11:59 AM   #11
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Just back from a split Wilderness/Boardwalk stay. I was greeted and spoken to so many times that, by the end of the trip, I was about greeted out.
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Old 07-03-2013, 12:31 PM   #12
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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, 01:00 PM   #13
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I like the rose petal idea....

And one of those chairs that they carry me around on to TSMM
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Old 07-04-2013, 06:34 AM   #14
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I find the op's story odd at best...................after many WDW vacations, all on property............I never had a rude or unfriendly CM.

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Old 07-04-2013, 06:54 AM   #15
NHKristy76
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I mean no disrespect but I think the OP wasted at least some of his vacation dollars intentionally focusing on the negative... Why would anyone do that?

I can't imagine keeping track of people who aren't smiling at me...

Let us always remember--- joy begets joy!
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