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Old 06-10-2013, 04:35 PM   #31
Florida2012
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I work in a customer facing service sector (Food Retail) and am currently involved in a programme of improving customer service in the stores within the region I work. I would like to think that I would know what "Good looks like" and use DLP as an example with my colleagues on a regular basis. The fact they don't all do the whole "have a nice day" mentality shouldn't get in the way that they do a cracking job. Litter? Always seeing people litter pick. Rudeness? I have only seen this once in our 7 visits (on a VERY busy counter top service at Casey's when being, pretty much, abused) Shabbiness of the parks? This IMO was dealt with by the amount of works for the 20th anniversary and looked cracking in November!

Now, I'm not saying that the "have a nice day" culture is wrong, but I've found that sometimes people find this a bit fake and would prefer people to genuinely care about them and their needs.

However, one of the books I am reading is called "Creating Magic" by Lee Cotterall which is about how they created a culture of service at WDW. (Lee himself was a CM making his way up to vice-president (I think) so he knows a thing or two about the business) one of the things I love, and am trying to adopt within my own store, is something he called "take 5" where a CM was allowed to take five minutes a day making a guest's visit truly unique! An example of this was a character was asked to autograph a book for x as they couldn't make it due to illness. The character then put a small note in the book wishing them well soon and that they can't wait to see them when they can come, etc.

As for the free night, I hugely doubt it as your visit wasn't affected to the point that you were severely disrupted. I would be satisfied with the PERSONAL response (which is quite rare for this type of complaint)
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Old 06-11-2013, 10:46 AM   #32
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Reading all of these comments have made me quite sad, I think DLP is often given less credit than it should. Being compared to its American counterparts is sadly always going to happen, but what people need to realise is that it is not a US theme park, it is situated in a small country on restricted land (compared to the US especially) and it still gets people from all around the world visiting it, I think with them not making much of a profit it's hard for them to invest great sums of money

If someone told me that the US parks have never experienced maintenance or cleanliness problems I wouldn't believe them, the amount of guests each park has is unreal. For a theme park to be kept up to 110% all year around is unrealistic! And I definitely agree - the park shouldn't be blamed because so many people do not have manners or basic hygiene when it comes to toilets!

I think I can also speak for everyone when I say that we have all had a brush, however small or large, with a bad CM but I think this is life. Not every person you meet in the public sector is going to be all smiles and rainbows, and I tend to not take it personally anyway because whenever you are in another country, there are going to be cultural differences and I think this can be evident at times in Paris, wherever you go. Having spent a lot of time in France I just think this is the way a lot of people are!

It may just be my attitude anyway to smile and be extra nice to someone who is grumpy - maybe they are having a bad day and this is what they need! There are also a lot of people in DLP who work VERY hard to be polite and give you a pleasant experience, so for me I just try to focus on these people. I think so long you are polite and friendly to them no matter what- it can't ruin your trip! I think maybe some CM just do not think, a lot of them if you show genuine friendliness to reciprocate in a genuine way.
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Old 06-11-2013, 05:18 PM   #33
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^^^^^what they said^^^^^ WDW never runs as smoothly as people make out
I prefer "my" DLP
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Old 06-11-2013, 05:56 PM   #34
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I also agree. we go out of our way to smile and say bonjour to CM's and I have never had nothing but a friendly response back. It'[s amazing how far an hello, please or thank you will get you!
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Old 06-12-2013, 01:26 AM   #35
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^^^^^what they said^^^^^ WDW never runs as smoothly as people make out


It always makes me smile when people write that something would never happen at WDW - they obviously don't read the forums for the US parks!
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Old 06-12-2013, 06:40 AM   #36
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I also agree. we go out of our way to smile and say bonjour to CM's and I have never had nothing but a friendly response back. It's amazing how far an hello, please or thank you will get you!

I'd agree with this
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Old 06-12-2013, 02:14 PM   #37
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It always makes me smile when people write that something would never happen at WDW - they obviously don't read the forums for the US parks!
I was thinking this myself Elaine. Theres also a lot of WDW versus DL goes on on the US boards
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Old 06-13-2013, 09:14 AM   #38
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I have to agree with the DLP bashers in this thread.......the place is no longer what it used to be. It is disgusting in many places for many reasons and I dont care what country it is in or what lack of profits it makes it is just not acceptable. We used to do many trips but have decided against it lately because imo it has lost the little magic it had.

I also love the the cast member interaction in WDW compared to DLP, actually not entirely true......once I found a WDW cm rude, funnily enough in the french pavillion in Epcot. His co-cm told us he once worked at DLP.......thats all im saying on that.

Im keeping my fingers crossed that the magic will come back next time we decide to go.
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Old 06-14-2013, 05:26 AM   #39
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We've had the odd bad experience with a CM over the years, but never anything to get worked up about. On our last trip 2 weeks ago we found the CMs to be an absolute joy and on plenty of occasions went out of their way to make our stay extra special, so much so that I wrote an open letter to the Disneyland Paris cast members.

I do think maintenance needs to be stepped a bit, though I'm sure Orbitron had been cleaned between our last two trips.

It's the guests that I have most complaints about. Many seem to treat the CMs like dirt and walk around with a sense of entitlement and superiority. On several occasions I almost stepped in but the CMs handled themselves with grace and patience in the face of rude and obnoxious guests.

I actually feel like DLP has turned a corner since the 20th Anniversary started and though more maintenance is needed, a lot is being done. CMs seem to be more proud of their resort and their roles within it and it's forging forward with new attractions, hotels and entertainment planned. Visitor satisfaction numbers are up as are the number of people going. I'm counting down the days until I will be returning to my happy place once again )
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Old 06-14-2013, 06:50 AM   #40
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We've had the odd bad experience with a CM over the years, but never anything to get worked up about. On our last trip 2 weeks ago we found the CMs to be an absolute joy and on plenty of occasions went out of their way to make our stay extra special, so much so that I wrote an open letter to the Disneyland Paris cast members.

I do think maintenance needs to be stepped a bit, though I'm sure Orbitron had been cleaned between our last two trips.

It's the guests that I have most complaints about. Many seem to treat the CMs like dirt and walk around with a sense of entitlement and superiority. On several occasions I almost stepped in but the CMs handled themselves with grace and patience in the face of rude and obnoxious guests.



I actually feel like DLP has turned a corner since the 20th Anniversary started and though more maintenance is needed, a lot is being done. CMs seem to be more proud of their resort and their roles within it and it's forging forward with new attractions, hotels and entertainment planned. Visitor satisfaction numbers are up as are the number of people going. I'm counting down the days until I will be returning to my happy place once again )
Here, here Steve. Again, I agree completly - the only thing that really annoys me is behavious of other guests. I have definatley seen a change for the better between our trip last October and this May, I really do believe that Disney are getting to grips with most things which have been at issue. We are also counting down the days till our return to the land of Happy :-)
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Old 06-14-2013, 08:36 AM   #41
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I just had my first visit to DLP It was actually my first visit to any of the Disney Parks I had the most amazing time I honestly couldn't fault one thing ( be coded the queues sometimes) I never saw the run down park that people are talking about. I saw the stars into sons eyes when he Met his hero I saw the smiles on our faces as we spent much needed family time together
I'm sorry the original person who posted this had a bad time Sometimes you just need to open you eyes and have at have fun
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Old 06-14-2013, 12:48 PM   #42
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When I started reading this thread, I had no intention of commenting. I find sometimes, these discussions start to get a bit personal, but the more I read, the more I felt the need to do so.

We've been as a couple, a family of 2 Adults & 2 Children and also just myself & daughter, and I have to say, I have never had a "Low" ruin our holiday enough to expect a free night.

Over our 18 trips in 6 years, we had a trip while staying at The Cheyenne where there wasn't any water in our toilet, so couldn't flush. Went to reception, and they sent someone up within an hour to fix it. We've had mold on the tiles in a few of the bathrooms. One trip we thought it was a bit much, we went to reception, and we moved room. When staying at The Disneyland Hotel, we were quite "Perplexed" by the many white stains all over the bench thing at the end of the bed, so we put a towel over it, moved it to the corner of the room & didn't sit on it The main "Low" we've had was while staying at The Hotel New York 18 months ago. My daughters iPod went "missing" from our room. Partly our fault for not putting it in the safe, but that's not my point. We made the CMs aware, NOT accusing anyone of any wrong doing, but asked that if it was handed in after we left, could they inform us. It never turned up, but we did have correspondence with them and we eventually received the monetry value from them after producing a receipt.

There have been other niggles, that I can't even remember now, and after all these things, I would not expect anything free.

I very much liked & agreed with Florida2012 post. I always say please & Thank You at shops and food points, in this Country or on holiday. My children also say Thank You to the CMs who open the gates at the exit to rides. When we go away, or shopping for that matter, I don't want to constantly be asked if "I'm ok?" or "Is there anything I can help you with?" If I'm not ok, or want help, I'll ask

Sorry, I've gone a tad off topic
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Old 06-15-2013, 12:38 PM   #43
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Well, I have to say that I am quite disappointed by DLP's response to the OP's complaint...seems quite defensive and just outlines what they aim for/what their priorities are...and yes there is an apology - but does not fully address the fact that certain things were noticed (even subjectively) to be lacking throughout the OP's visit. However, I think a free night is optimistic - but yep I totally would ask for something - you don't ask, you don't get. However if I had wanted something I would have put this in my original complaint to them, I would probably just leave it now as they might take another few weeks to respond anyway!

I am so hoping to go to WDW soon just to compare out of interest the whole maintenance/CM issue. Having visited DLP for 21 years (gosh I am getting old!) from a child, I have to say that I have always found the CM interaction to be poor in general, and sure the maintenance of the park isn't fantastic, but they have been operating at a loss for years. I get the sense that instead of the sense of pride people have with working at WDW, there is almost a sense of shame for locals working at DLP, given the bad press it has been given since it started being built, and I oftentimes receive better service in a random Paris cafe than I do at a sit-down restaurant in the resort. Going OT slightly, the most outrageously bad customer service I've had in the resort was just a few years ago after a major issue with my AP - long story short, I complained and managed to get a fastpass for Crush's Coaster for me and my 5 friends. However I was held in a small room in city hall, and two incredibly rude women stood over me barking 'what do you want, what do you want?' and I had to point out that they were being incredibly aggressive, no apology and their hostility was shocking, for any environment.

Obviously this is not representative of DLP's customer service - but it saddens me to say that neither is exceptional customer service. The best interactions I've always found to be on Twilight Zone, Phantom Manor and Pirates, where the magic seems to be truly alive...I hope in another 21 years this will be true across the whole resort regardless of ride, restaurant or role!
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Old 06-17-2013, 08:29 AM   #44
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Hmmm, I don't think they are embarrassed to ve working there - it really is just down to the culture difference. Even if DLP was in the UK, you wouldn't get the in-your-face WDW style, its just not Europe. Americans are far more like this in everday life, where as we're used to the "what are you after by being nice to me attitude".
To compare the CM's is a bad choice IMHO, it won't give a good impression of DLP. They arent required to be like that in France...
I've yet to visit anywhere (theme park, Castle etc etc) that doesn't have a dirty toilet or too - some areas are high traffic and will always be dirty. If us humans flushed the loos and put paper in a bin when we've finished, half the problems would already be solved.
And what we also have to remember is that not everyone in DLP speaks English and there is every possibility if someone came up to me babbling in a language I didn't understand, and possibly looking cross, I'd more than likely look like I didn't care either :-/
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Old 06-21-2013, 08:50 AM   #45
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Never had anything but good experiences. In fact, to add to a previous comment of hotels going out of their way to be helpful, when we last stayed at the sequoia lodge we noticed a wet patch on the carpet, the other side of the bathroom wall. We called maintenance and they sent someone up, even though it was 11pm. They found a crack in the bathroom tiles and gave us the option to change rooms but we had a greàt room with an amazing view so said we would put up with it. They could have left it at that and never done anything about it but înstead when we returned from the parks the next day not Only was the wet patch all dried up, but the tiles replaced and resealed. We didn't ask them to do this, nor did we complain to try and get anything for free.

With regards to the parks cleanliness, we were incredibly impressed that the streets and paths got cleaned every morning. And not just swept but actually washed and scrubbed. No complaints here, we even sat on the ground multiple times when there were no seats around.
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