Plaza Restaurant staff is horrible

Discussion in 'The DIS Unplugged Podcast' started by LSUDentist, Aug 14, 2012.

  1. maxiesmom

    maxiesmom The Mean Squinty Eye Works

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    OP, I think you have a tiny bit of the blame. If your ADR was for 8:45 you should have been at the Plaza by 8:30. Disney does tell you to arrive at your ADRs 15 minutes ahead of time. Your family shouldn't have been trying to squeeze in one last ride so close to your ADR time.

    However, that doesn't excuse not seating you because you were 2 minutes late. That is just crazy! But I don't think offering up other places for you to eat at was horrible guest recovery either. I'm not sure what else they could have done at that point, besides walk to Tony's and give the staff a smack-down.
     
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  3. DisneyKevin

    DisneyKevin Kelvis Moderator

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    I dont want you to think I was attacking you and regardless of your motives for being at the parks...I believe you deserve courteousness, the same as every other guest.

    My point was that I'm not sure what else could have been offered. Having worked in food service and retail when I was younger, allowing a guest in after the official closing time leads to the next guest arriving at 9:05pm and asking why you were able to be seated and they aren't. Then there could be a guest at 9:08 asking the same questions.

    At some point the decision has to be made that the establishment is closed.

    Other than an apology and a list of available options....I'm not sure what else could have been done.
     
  4. *NikkiBell*

    *NikkiBell* The WDW Merchandise Walking Bible Moderator

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    I highlighted the concerns I would definitely have if I was in your shoes here. Since Disney cut back on their staff training (and subsequently focused on hiring more part-time staff than full-time), I have seen a significant decrease in WDW staff's attention to detail, knowledge, and service. It's truly sad if the staff was not briefed on the new app; I'm not sure if this CM just did not pay attention if there was a briefing or if it actually did not happen. Either way, I feel that CMs should know of the various systems being used.

    I agree that two minutes seems unreasonable, and I'd be frustrated by that too. On the flipside though, the kitchen could literally have been shutdown exactly at 9. Staff could then be transitioning, cleaning, etc. I can't entirely fault them here.

    The CM who refused to get you a manager should be written up. Anytime a customer (or in Disney speak "guest") asks for a supervisor/manager, that request is to be granted. That's basic customer service. I am appalled that you were denied this option.

    I am glad that you were able to enjoy your night and trip despite these issues. Thank you for sharing it with us here. :)
     
  5. goofeyken

    goofeyken Mouseketeer

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    As a restaurant employee I can tell you it is very difficult to get a kitchen going again after the fryers, grills, and oven have been turned off for the night. Usually they start getting cleaned very fast - cooks like to get home as fast as possible.

    Sorry about your luck but I'd rather eat at Kona anyday, especially right now.

    The cast members could have handled this much better.
     
  6. LSUDentist

    LSUDentist Earning My Ears

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    To maxiesmom, if u read my first post my kids were stuck on space mountain or we would have been early. Kevin, did not take it as an attack. I agree I also am not sure what I wanted or expected either, however care and concern would have been much better than rudeness. Nikkibelle understands the rudeness combined with refusal to get a manager is what set me off. Kevin, I understand your.concerns with food service, but on a restaurant review if the cast member said they would not get the manager what would have been your response. I have an idea what Pete's would have been.
     
  7. maxiesmom

    maxiesmom The Mean Squinty Eye Works

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    That is not what you said. You said you went off to enjoy the park and come back at 8:45, which was your ADR time.

    Again, I think it stinks that they wouldn't seat you. However you should have been to the Plaza by 8:30.
     
  8. LSUDentist

    LSUDentist Earning My Ears

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    Let me give u a hint. Do not ride any attraction within 2hours of your ADR or you may be late. My kids went on Space Mountain at 7:45 using Fast Pass. They got off the attraction at 8:57. We then hustled to our reservation. Normally you would be off Space no later than 15-20 minutes and make your ADR with plenty of time. I guess some people just have nothing go wrong during their day in the parks. I am happy for you.
     
  9. maxiesmom

    maxiesmom The Mean Squinty Eye Works

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    Agreed. You should have had plenty of time. And if you had mentioned any of that to begin with, I wouldn't have made the comments I did. Don't be mad at me for not knowing the details when you didn't bother to share them.
     
  10. *NikkiBell*

    *NikkiBell* The WDW Merchandise Walking Bible Moderator

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    Actually, the OP did mention the ride broke down in his original post and how it caused a delay:


    These sorts of things happen unfortunately. Let's all get back to the original conversation at hand. :)
     
  11. maxiesmom

    maxiesmom The Mean Squinty Eye Works

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    They mentioned they tried to make an earlier ADR, and planned to come back at 8:45 for their meal. Nowhere in the first post did they state that they got on Space Mountain at 7:45, the time wasn't mentioned until later on. I wouldn't have made the comments I made about showing up early if they had. They would have been early if Space was to be their last ride before their meal. And unfortunately the OP was offended by those comments.

    As I later stated, I agree that if they boarded the ride at 7:45 they should have had plenty of time to make their ADR. And even showing up 2 minutes late they should have been able to seat the OP and their family. There was no offence intended, and I'm sorry it was taken.

    I'll go unsubscribe from this thread, to avoid further upset.
     
  12. GAN

    GAN DIS Veteran

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    Oh boy... I'm going down to the Boardwalk Bakery for a coffee
     
  13. WaDiWo

    WaDiWo WDWFan!

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    grab me a chocolate muffin if they have one please. :)
     
  14. LSUDentist

    LSUDentist Earning My Ears

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    To maxiesmom. No offense taken. I did not want to get any longer winded in regards to my first post. I assumed that the story with the ride breaking was enough to understand what happened. However. We all know what happens when you assume.
     
  15. TheTXTaylors5

    TheTXTaylors5 He's the Mickey to my Minnie

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    We've had nothing but great experiences at The Plaza Restaurant. From the women at the podium to our servers. Then again, we check-in to our ADRs 15 minutes prior to the time. So, we haven't had an issue being denied seating.

    I have always been told to arrive 15 minutes prior to an ADR time when making our reservations. That means checking in at the podium at 8:30 pm for an 8:45 pm ADR like a previous post mentioned. The CMs DO have the right to turn any guest away that is 15 minutes late to an ADR. So, the cut-off time for an 8:45 pm ADR would be . . . 9:00 pm. In the end, that's why the CM told them they couldn't be seated. Like Kevin mentioned, if they did it for them, then it would snowball and why then have the rule in place???

    I believe the OP and Space Mountain was down causing her family to miss their ADR window. But, the CM at the podium has heard every late story in the book. She probably could have handled it better. But, she was following the "rules". :guilty:

    This is a lesson learned for all, if you are 15 minutes late for your ADR, kindly ask if you can still be seated. For mid-day ADRs they will 99% of the time accommodate you. However at the end of the evening, if you are denied, simply walk away. Do not end your magical day on a sour note. It's just food. You are at the Magic Kingdom afterall. There is a Casey's hot dog right across from The Plaza. They could have eaten there had a nice view of Cinderella Castle and called it a night. Sometimes, especially at WDW, you have to modify your plans along the way. pixiedust:
     
  16. POOHsie

    POOHsie DIS Veteran

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    OP entered Plaza Restaurant a few minutes after closing. I think this guest has no idea of kitchen cleaning/sanitation procedures at the end of a day's food service. The final table order of the night might have been a few minutes earlier, and kitchen staff could have already been in the process of shutting down, turning off grills-ovens, cleaning out pots and pans, sanitizing counters and sinks, etc, etc. In my personal food service experience, we were always given a set period of time to do our close-out work and lock up. I don't find fault with Plaza Restaurant for the refusal. Going to Town Hall to complain only wasted more time and the OP's kids were getting more tired and more hungry. I agree with PP: when first turned away from Plaza, then Casey's or even Cosmic Ray's near Space Mountain, would have been a quick and simple alternative. Sorry to disagree with OP.
     
  17. Paul in CT

    Paul in CT DIS Veteran

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    You made the right choice to dine at Kona Cafe. The food and CMs there have always been excellent at breakfast, lunch and dinner. The staff there definitely seem to enjoy their jobs. :goodvibes
     
  18. Brit_Jude

    Brit_Jude DIS Veteran

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    I wonder if the reason they could not be seated was due to the computerized dining reservations system. You know when you book in, even if they are ready to seat you, you have to wait for the "ticket" to print out from the reservation system. I have been at a completely empty restaurant at a moderate resort and could not be seated till the "ticket" with my name on printed out. I thought they could have seated us and brought the ticket over, but I believe it might choose the table to be assigned. We are all part of one big algorithm.

    If the reservation system shut down at 9.00pm, as this was the official closing time of the restaurant, it may not have been possible for the cast member to bypass the system and seat the OP's family. The cast member at the podium may also not be allowed to seat anyone that could not be booked in through the computer system. Just my hypothesis.

    I have no excuse for the cast member not being sympathetic though, other than we are all human and can be cranky at the end of our shifts.
     
  19. clc053103

    clc053103 DIS Veteran

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    We love The food at the Plaza, though the staff isn't always the greatest. Once we arrived early and asked if they could take the party early. We were told no, and given a pager so they could page us in 45 minutes when our ADR was. At the same time, they were taking walk ups and given a 25 minute wait. We attempted to ask to be made a walk up, but they couldn't grasp the concept, so we just waited till our ADR time. The service is also pretty slow. That being said, we love the food and still return every trip.

    Op, happy to see you found great food and service at Kona!
     

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